Last updated: December 20, 2023
Azazie wants all customers to be delighted with their purchases. This Returns & Exchanges Policy explains options if your merchandise arrives damaged, defective, inaccurate or just not what you hoped for.
Returns Overview
Azazie accepts returns/exchanges based on product type:
Custom Made-to-Order Items
- Cannot be cancelled once ordered due to custom nature
- Eligible for returnonlyif defective/flawed
- Must be reported <12 months from order date
Ready-to-Ship Inventory
- Returnable/exchangeable within 30 days of delivery
- Unless worn, used, washed, or swimwear/intimates
See below for the full policy guidelines. For questions not covered or help processing returns, please contact Azazie Customer Experience at support@azazie-dresses.com.
1. Returns Criteria
A. Custom Made-to-Order
Eligible For Return If: Flawed due to manufacturer defect in materials or quality of construction negatively affecting appearance or function
Ineligible If: Change of mind; Ordered incorrect color, style or size; Needs minor alterations; Photographic variations from the website; Natural variations (dying flaws shall not be considered defects); Damage caused by recipient (including improper washing, storage, etc); Buyer misuse not intended or foreseeable
B. Ready-to-Ship
Eligible For Return If: Unworn, unwashed, unaltered with all tags/original packaging intact, within 30 days from delivery date
Ineligible If: Worn, used or altered; Needs cleaning or repairs unrelated to defects; Undergarments lacking hygiene sticker or showing signs of use; Swimwear or face masks; Special occasion orders (bridal/bridesmaid); Over 30 days from customer receipt date; On-sale or discontinued merchandise
C. Refund Eligibility
Required return conditions must be satisfied above. Approved returns shall receive:
- Full money-back refund if due to Azazie error or per policy criteria
- Potential partial store credit if quality issue caused by vendor or damage not from customer misuse
No refunds/credits shall be allowed where prohibited including: customs delays/fees, non-delivery claims exceeding 60 days from order date or delivery timeline estimates missed.
2. Return Process
Step 1
All Returns: Submit request form within 30 days of delivery
- Azazie Return/Exchange Form
Step 2
Custom: Email Quality Control team within 12 months of order date with photos/description documenting any defects requiring return at: qc@azazie-dresses.com
Ready-to-Ship: Rebox items with original packing materials/tags. Attach provided return shipping label to outside of package.
Step 3
Custom: Quality Control approves/denies return request based on policy criteria
Ready-to-Ship: Drop off return package at carrier dropoff site within 5 days of submitting return form
Step 4
All Returns: Do NOT attempt alterations for defects prior to return completion
Step 5
Custom: Instructions provided for return shipment to Azazie upon approval
Ready-to-Ship: Azazie inspects returned goods before approving refund/exchange
Step 6
Process takes 2-3 weeks from return receipt to completion
Helpful Reminders
- Attach provided return shipping label from completed form to the outside of package
- Use original packaging materials & accessories if possible
- Carefully inspect orders BEFORE first wear attempt
3. Exchange Process
To exchange unworn merchandise eligible per policy terms:
- Submit Return/Exchange Form like initiating a return
- Select alternate size/color/style on our website
- Wait for refund approval on originals
- Place new order
Exchanges only available for unworn Ready-to-Ship items within 30 days. Custom made goods only exchangeable if flawed.
4. Quality Control Inspection
Azazie thoroughly examines all returned merchandise before approving next steps.
We Inspect For:
- Presence of defects
- Adherence to return conditions per policy
- Indications of wear/use/alteration
Possible Outcomes
- Approve refund/exchange
- Deny return ineligible per policy
- Partial refund/credit if from vendor flaws or minor damage
In disputed cases, Azazie shall make final determination in its sole discretion based on policy criteria. Once inspected, items will not be returned to customers regardless of resolution path taken.
5. Refund Method
Original Payment Method
Funding typically reverses to original payment method once your return is completed. Timeframes vary by payment provider. Credits can take several billing cycles to appear depending on their systems.
Store Credit
Alternatively, customers can elect to receive a one-time store credit for the item cost paid instead of refunding to original payment method. Store Credit applies to future Azazie purchases only and does not expire. Not redeemable for cash back.
Refund Timelines
Azazie begins processing approved refunds upon completing merchandise inspection and verification (usually within 14 days of receipt). Amounts owed will then transmit to your payment provider for further handling.
Total time for the reversal back to your account depends on individual bank/card policies. Allow at least 1-2 billing cycles for final crediting. International customers may experience longer waits.
6. Return Shipping Costs
Outbound: Paid by Azazie when the return results from:
- Inaccurate/defective merchandise
- Different from website representation
- Failure to meet advertised quality standards
Attach provided return shipping label to package. Use within 5 days.
Return: Paid by Customer if returning due to:
- Simply changing mind
- Ordered incorrect merchandise in error
Follow carrier directions for proper shipping charges. International customers must pay duties/taxes on returned goods.
7. Discrepancies or Questions
If you have any other questions or issues with Azazie returns not addressed in our Policy, please contact Customer Experience team for help at support@azazie-dresses.com. We want your fashion adventures with Azazie to be fun and risk-free!
