Return Policy
Before returning the items, please read and follow the instructions below. With us you can not try the dresses on before you buy them. All the dresses are custom tailored and carefully treated .
Order Cancellation
Ordering a dress for your occasion is a very important decision, and our cancellation policy was proposed with this in mind. However, it is important to note that our clothing and some accessories are custom-made, and the materials can not be reused once the production process has begun. But the good news is that after placing your order, you still have time to change your mind. Please refer to the cancellation policy below.
(1) Orders cancelled after payment confirmation are eligible for a partial refund, consisting of full shipping cost and 40% of the product price.
(2) Once your ordered products have been shipped, the order can no longer be canceled.
*If you wish to cancel your order, please contact us at en@mozalo.com.
* If you receive an email from mozalo.de with title of "Order Confirmation", it means that your order has been confirmed.
Return for exchange or refund
Your satisfaction is of the utmost importance to us. We recommend you check the package on receipt to ensure that the clothing has been made to your order specifications. Try the dress on as soon as possible, without removing the hangtag, altering or washing. If you are unhappy with your purchase and need to return it back to Mozalo for any reason, please follow the steps below:
(1) Please contact Customer Service within 7 days of receiving your package.
(2) Once your request has been processed by Customer Service, they will provide you with a Product Return Form that must be filled in and included with your return.
(3) Once Customer Service has approved you request, please send the item and the completed Product Return Form back to us as soon as possible.
Defective, Damaged, or Mis-shipped items.
You are eligible for a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items. But you must ship it back to us via ordinary mail. Otherwise we can not refund the shipping cost.
If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery courier and then contact our customer service.
Sizing or Fitting Issues
As all of our dresses and clothing are hand-sewn and custom-tailored, the finished gown may vary by approximately 2.5 cm in either direction of the specified measurements. To ensure that your item still fits you perfectly, our tailor has created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.
Dress is not the size you ordered
Should your dress size differ from the specifications of your order by more than 2.5cm, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement. However, we will not refund all the cost of the dress.
Dress is the size you ordered but does not fit
Dresses or clothing that does not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses and clothing is made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost.
Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
Color Aberration
The settings of your computer screen may alter the color of the pictures shown on Mozalo.co.uk. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Return Policy
1. If the item you received has problem in quality, size error exceeds 2.5 cm, please contact us within 7days of receiving the order. We will not deal with your request more than 7 days after receiving the order.
2. We will send a return form to you on receipt of you request.
3. Please complete the form as soon as possible and send us the photos of the product by email.
4. We will evaluate if the product could be returned. If your return request has been accepted, we will give you a return address, but you should pay for the shipping cost.
