Returns & Exchanges

Two return policies, depending on the item

Because we work with a mix of made-to-order dresses, DiscountDressShop gowns, and stock formalwear accessories, our return policy is split into two straightforward categories:

• Final sale: all made-to-order dresses (wedding gowns, mother-of-the-bride, bridesmaid, flower girl) and all DiscountDressShop gowns and dresses.
• Standard vendor return policy: everything else — veils, bouquets, bridal heels, lingerie, jewelry, and other stock accessories.

Look for a note on each product page telling you which category it falls into. Not sure? Email us at Hello@luzillybridal.shop before you order and we'll confirm.

Final sale: made-to-order dresses & DiscountDressShop gowns

Because of the made-to-order and specialty nature of these dresses, orders for made-to-order dresses and DiscountDressShop gowns are final sale. We do not accept returns or exchanges, and we do not offer refunds or store credit for change of mind, fit, sizing, color preference, or a change of plans.

We know that's a firm policy, so here's our most loving piece of advice, and we mean it with our whole hearts: measure, measure, measure! We've given you everything you need to order with total confidence — detailed measurements, fabric and construction notes, and true-to-size US sizing on every product page. Please read on, and never hesitate to email us before you buy. We would much rather answer ten questions than have you order the wrong size.

Measure, measure, measure!

Bridal and formal sizing runs differently from everyday clothing, and it is not the same as your usual dress size. So before you fall in love and click buy, grab a soft tape measure:

• Take your bust, waist, and hip measurements in inches — and if you can, have a friend help for accuracy.
• Compare them to the size chart shown on that specific product page — each style lists its own measurements.
• When you fall between sizes, we generally recommend sizing up; a gown can be taken in far more easily than it can be let out.
• Still unsure? Email Hello@luzillybridal.shop with your measurements and the style name, and we'll happily help you choose before you order.

Because every gown lists its exact measurements, orders in this category can't be returned for sizing once placed. So we'll say it one more time with love — measure twice, order once!

Standard vendor return policy: accessories & stock items

Veils, bouquets, bridal heels, lingerie, jewelry, and other stock accessories follow the return policy of the vendor who manufactures that item, rather than our final-sale terms. In general:

• Email Hello@luzillybridal.shop with your order number and the reason for the return as soon as you'd like to start one — we'll confirm the specific window and process for that item's vendor and coordinate the return on your behalf.
• Items must be unused, unworn, and in their original packaging with tags attached.
• Return shipping costs and any restocking terms follow that vendor's policy, and refunds are processed once the vendor confirms receipt.

Because these terms vary by vendor, please reach out before sending anything back — we want to make sure it's handled the right way the first time.

Damaged, defective, or incorrect items

Your satisfaction still matters to us, for every order regardless of category. If your order arrives damaged, defective, or is not the item you ordered, we will make it right — but we must act quickly, so please read this carefully:

• Email Hello@luzillybridal.shop within 18 hours of delivery.
• Include your order number, clear photos of the issue, and photos of the original packaging and shipping label.
• Do not remove tags, wash, wear, or alter the item — doing so voids the claim.

The 18-hour window is firm. It allows us to file your claim with our supplier inside their required timeframe; claims reported after 18 hours cannot be honored. Once a claim is approved, we will arrange a replacement, repair, or appropriate resolution at no cost to you.

Order changes & cancellations

Orders are sent for fulfillment quickly. If you need to correct an address or catch a mistake, email us immediately after ordering — we'll do our best, but once an order has been processed for shipment it can no longer be changed or canceled.

A note on final sale

The final-sale terms above are clearly disclosed here, on the product pages of made-to-order dresses and DiscountDressShop gowns, and in your shopping cart before you check out. By completing a purchase of one of these items, you acknowledge and agree that your order is final and not eligible for return, exchange, refund, or store credit, except in the case of a verified damaged, defective, or incorrect item reported within the window above.

Questions before you buy? (And did we mention… measure!)

We're genuinely happy to help you get it right the first time. Email Hello@luzillybridal.shop with any question about fit, fabric, color, timing, or which return category an item falls into before you place your order — we'd love to help you say yes with total confidence.