Refund policy

RETURN AND REFUND POLICY

At Danystone Designs, we are committed to delivering exceptional quality, custom-made gowns and dresses crafted exclusively to your measurements. Please carefully review our policy below to understand your rights and responsibilities.

IMPORTANT: MADE-TO-ORDER PRODUCTS

All our products are custom-made specifically for you based on your unique measurements. Due to the bespoke nature of our creations and the high production costs involved, we maintain a strict return and refund policy.

ELIGIBILITY FOR RETURNS AND REFUNDS

Returns and refunds are only available in the following circumstances:

  1. Damaged Products: If your product arrives damaged
  2. Measurement Discrepancies: If the finished garment measurements do not match the measurements you provided or those taken by LookSmart

UNBOXING VIDEO REQUIREMENT

To qualify for a return or refund, you must provide:

  • An unboxing video showing the package condition before opening
  • Clear footage of the product being opened for the first time
  • Visual evidence of any damage or defects

This video is essential to demonstrate that any damage occurred during shipping or manufacturing, not after delivery. We take great care in quality control and double-check every product before dispatch, so this documentation protects both you and us.

INSPECTION AND REPORTING TIMEFRAME

  • You must inspect your product immediately upon delivery
  • All damage claims or issues must be reported within 7 days of receiving your order
  • Requests submitted after this period will not be eligible for return or refund
  • We strongly recommend opening and inspecting your dress well before your event date

HOW TO SUBMIT A RETURN OR REFUND REQUEST

  1. Contact Us: Email office@danystone.co.nz within 7 days of delivery
  2. Include:
    1. Your order number
    2. Brief description of the damage or issue
    3. Unboxing video attached or linked
    4. Additional photos if helpful
  3. Review Process: Our team will review your request within 3-5 business days
  4. Decision: We will notify you of our decision and next steps

RETURN SHIPPING

  • Manufacturing Defects: If the product was delivered damaged with video evidence showing package damage, we will cover return shipping costs
  • Other Approved Returns: Customer is responsible for return shipping costs
  • Packaging Requirements: Products must be returned in waterproof packaging, wrapped securely in plastic to prevent water damage
  • Shipping Method: We recommend using trackable shipping with insurance, as we cannot guarantee receipt of untracked returns
  • Return Locations: Returns accepted from New Zealand and Australia

REFUND PROCESSING

  • Upon receiving and inspecting the returned product, we will process your refund within 5-7 business days
  • Refunds will be issued to your original payment method
  • Full refund will be provided for approved damaged/defective product claims
  • If a complimentary veil was included with your order, it must also be returned for a full refund

ALTERATIONS AND REPAIRS

For Damaged Products: If your dress arrives with minor damage or defects, we may offer complimentary repairs or alterations as an alternative to a full return and refund.

For Fit Issues:

  • If the finished garment measurements do not match your provided measurements or LookSmart measurements, we will offer alterations to correct the fit
  • If you provided incorrect measurements, alterations can be requested at an additional cost
  • Please note: We cannot be responsible for body measurement changes that occur between order placement and delivery

CANCELLATION POLICY

Before Production Begins:

  • Orders can be cancelled before we receive your measurements
  • Production begins once measurements are provided
  • Deposits are non-refundable

After Production Begins:

  • Once production has started, orders cannot be cancelled
  • Due to the custom nature and high production costs, no refunds will be issued for cancellations after production begins

NON-RETURNABLE CIRCUMSTANCES

We cannot accept returns or offer refunds for:

  • Change of mind after delivery
  • Incorrect measurements provided by the customer
  • Body measurement changes between order and delivery
  • Damage caused by the customer after delivery
  • Normal wear and tear
  • Improper care or cleaning
  • Issues reported after the 7-day inspection period

EXCHANGES

Due to the custom-made nature of our products, we generally do not offer exchanges. However, in certain exceptional circumstances, we may consider exchanges on a case-by-case basis. Please contact us to discuss your specific situation.

PRODUCTION AND DELIVERY TIMEFRAMES

  • Standard production and delivery: Up to 2 months
  • In rare circumstances, additional time may be required due to material availability
  • Rush orders may be available for an additional fee
  • For destination weddings, we recommend ordering well in advance to allow time for delivery and any necessary adjustments

CARE INSTRUCTIONS

Our gowns are investment pieces requiring proper care:

  • Follow all care instructions provided with your garment
  • Handle with care during wear and storage
  • Use professional dry cleaning services only
  • Any damage occurring after the 7-day inspection period is the customer's responsibility

MODIFICATIONS AND ADDITIONAL WORK

Customers may request modifications or additional alterations beyond the original order. These services are available at an additional cost and must be arranged separately.

CONTACT INFORMATION

For all return, refund, or alteration inquiries:

  • Email: office@danystone.co.nz
  • If you do not receive a response within 3-5 business days, please contact us again

YOUR RESPONSIBILITIES

To ensure the best experience:

  • Provide accurate measurements or book a LookSmart appointment
  • Inspect your product immediately upon delivery
  • Record an unboxing video for your protection
  • Report any issues within 7 days
  • Store and care for your garment properly
  • Order well in advance of your event date

OUR COMMITMENT

We are dedicated to creating beautiful, high-quality custom gowns that exceed your expectations. Every piece is carefully crafted and thoroughly inspected before shipping. If you have any concerns about your order, please don't hesitate to contact us.