Returns & Refunds
Our dresses are made to order. We ask customers to provide personal measurements, including when a standard size is selected, so we can review the fit and make the dress according to the confirmed order details.
Dresses genuinely made to your measurements, custom color or approved design specifications are not eligible for returns or exchanges for a change of mind, a mistaken size choice or a preference about fit or appearance, except where applicable law provides otherwise. If an item is faulty, damaged or incorrect, please contact us so we can review it.
Return Eligibility at a Glance
| Order Type | Change of Mind / Preference | Size Preference | Product Issue |
|---|---|---|---|
| Dress made to confirmed personal measurements, including a selected standard size | Generally not eligible where the dress was genuinely made to your specifications. | Generally not eligible if made according to the confirmed measurements and order details. | Contact us for review; legal rights remain available. |
| Custom Color / Design Modification / Other Personalization | Generally not eligible. | Generally not eligible for preference-based reasons. | Contact us for review; legal rights remain available. |
| Standard-size item not made to individual specifications | Any applicable statutory cancellation or return rights still apply. | Subject to applicable law and the item condition. | Contact us for review; legal rights remain available. |
| Incorrect, Damaged or Defective Item | Reviewed as a product issue. | Reviewed according to the actual issue. | Contact us promptly with supporting information. |
Choosing a Standard Size
Selecting a standard size does not necessarily mean the dress is a ready-stock item. We request your personal measurements to review and make the dress according to the confirmed order details. We assess whether an item was genuinely made to individual specifications based on the actual order and production records, not the size label alone.
Where a dress was not made to individual specifications, any cancellation or return rights required by applicable law remain available. Please contact us before sending an item back.
Preference-Based Returns
Subject to applicable law, a dress genuinely made to your confirmed measurements or other individual specifications cannot be returned or exchanged solely because you changed your mind, selected the wrong style or size, prefer another fit or color, or dislike its appearance after delivery.
A reported fault, damage, wrong item or material difference from the confirmed order is reviewed separately. This policy does not remove any rights that cannot legally be excluded.
Custom Size Dresses Are Made for Your Measurements
A Custom Size dress is produced using body measurements submitted for the individual order rather than a standard stock size.
For this reason, dresses genuinely made to confirmed personal measurements are generally not eligible for return or exchange because of change of mind, personal size preference or because the customer later decides that a different fit would be preferred.
This does not prevent you from contacting us if you believe the dress was made materially differently from the measurements confirmed for your order or if another product-quality issue exists.
Custom Size InformationFit & Size Concerns
The Dress Does Not Fit as Expected
Standard sizes are based on the measurements shown in our Size Guide. If a standard size was ordered and the customer's body measurements do not correspond to that size, this is generally treated as a size-selection issue rather than a manufacturing defect.
The Fit Seems Different From the Submitted Measurements
Contact us before altering the dress. We may ask for photographs showing the dress measurements and the relevant body measurements so that the information can be compared with the measurements submitted for the order.
Damaged, Incorrect or Defective Items
If you believe you received the wrong item, a damaged item or a dress with a significant production issue, please contact us as soon as possible after delivery.
We may request photographs, measurements or video so that the issue can be reviewed before the appropriate resolution is determined.
Wrong Item
Show the item received and, where relevant, the label, color, size or style information.
Visible Damage
Provide clear photographs showing the affected area and the overall dress.
Size Discrepancy
We may ask you to photograph the relevant dress measurements using a measuring tape.
Shipping Damage
Keep the outer packaging and photograph any visible package damage whenever possible.
How to Document a Product Issue
- Include your order number.
- Describe the issue clearly and identify the affected area.
- Include full-view photos of the dress where helpful.
- Include close-up photos of construction or damage concerns.
- For sizing concerns, photograph the relevant dress measurement with the tape clearly visible.
- For transit damage, photograph the outer parcel before discarding it.
- Do not alter, repair, wash or clean the dress before the issue has been reviewed.
Made-to-Order Variations
Bridal and occasion dresses may include hand-positioned lace, appliqués, beading, pearls, embroidery or other individually finished details.
Small differences in hand-finished placement, fabric texture, lighting, dye lot or screen-displayed color do not automatically indicate a defect.
Color Differences
Fabric colors may appear different from digital images because of screen settings, studio lighting, material texture, transparency, layering and dye-lot variation.
Slight differences between an online color display and actual fabric are therefore not automatically considered a product defect.
If you believe you received a materially different color from the color confirmed for your order, contact us with photographs taken in clear, neutral lighting.
View Color GuideHow to Request a Return
Contact Us
Send your order number and explain the reason for the return request.
Wait for Review
We will review the order type and return eligibility and may request additional information.
Follow Return Instructions
If approved, use the return instructions and return address provided by Geranium.
Inspection & Refund
The returned item is inspected before the applicable refund is processed.
Return Shipping Costs
Customer-Requested Return
If a return is caused by the customer and is legally required or approved by Geranium, the customer is responsible for the return shipping cost, unless applicable law requires otherwise. The actual cost depends on the carrier and service the customer chooses. Please obtain our return instructions before shipping.
Our Error, Damage or Incorrect Item
If the goods received are damaged, incorrect or affected by a verified issue for which we are responsible, the customer will not bear the reasonable return shipping cost for that reason. We will provide return instructions, a prepaid option or reimbursement as appropriate. Please contact us before arranging a return.
Original Shipping Charges
For a customer-requested return, any refund of the original delivery charge will follow applicable law and the terms communicated before purchase.
If a refund relates to a confirmed Geranium error or covered product issue, the applicable refund amount will be determined as part of the resolution.
Refunds
Approved refunds are processed after the returned item has been received and inspected, unless a different resolution has been agreed in writing.
- Refunds are generally issued to the original payment method.
- The returned item must match the item authorized for return.
- Items showing unreported wear, alteration, staining or damage may not qualify for a full refund.
- After a refund is issued, additional processing time may be required by the payment provider or financial institution before the funds appear in the customer's account.
Exchanges
Because most Geranium dresses are made to order, direct exchanges are not always practical in the same way as exchanging a ready-stock item.
Where a return or exchange is legally required or approved for an item not made to individual specifications, we may ask you to complete the return process and place a new order for the preferred size, color or style.
Custom Size and other personalized items are not exchangeable for preference-based reasons.
Order Changes & Cancellations
If you need to change or cancel an order, contact us as soon as possible.
Because made-to-order production can begin after order details are confirmed, a cancellation or major change cannot be guaranteed once materials have been prepared, fabric has been cut or production has started.
Returns & Refunds FAQ
Can I return a Custom Size dress because it does not fit the way I prefer?
Dresses genuinely made using the measurements confirmed for the individual order are generally not eligible for preference-based returns or exchanges, subject to applicable law. If you believe the dress was made materially differently from the confirmed measurements, contact us before altering the dress so the issue can be reviewed.
Can I return a standard-size dress?
We request personal measurements even when a standard size is selected. If the dress was genuinely made to your confirmed individual specifications, preference-based returns are generally unavailable. If it was not, applicable statutory cancellation rights remain available. Contact us before sending anything back.
I ordered the wrong standard size. Is that a defect?
No. If the dress corresponds to the ordered standard size but the customer's body measurements do not match that size, this is generally treated as a size-selection issue rather than a manufacturing defect.
What if I think the dress measurements are incorrect?
Contact us with your order number and clear photographs showing the relevant dress measurements with a measuring tape. We may compare them with the standard size chart or Custom Size measurements associated with the order.
Can I alter the dress first and then request a refund?
If you believe there is a product issue, contact us before altering, repairing, washing or cleaning the dress. Third-party alterations may make it difficult to determine the original condition of the item.
Is a slight color difference a defect?
Not necessarily. Fabric texture, lighting, screens, layering and dye lots can affect color appearance. A materially incorrect ordered color should still be reported for review.
Should I send my return to the sender address on the parcel?
No. Contact Geranium first and use only the return instructions and return address provided for the approved return.
Need Help With an Order?
Contact us with your order number and a clear description of your question or issue.
If the request relates to sizing, damage, construction or an incorrect item, include clear supporting photographs where appropriate.
Email: support@geraniumstyle.com
Contact Us Size GuideReturn eligibility and available remedies depend on the order type, item condition, customization, reason for the request and applicable consumer law. Geranium may request reasonable supporting information before determining the appropriate resolution.