At Heuloria, most of our gowns are individually made after an order is placed. Many orders also involve custom measurements or customer-requested modifications. Because of the individual nature of our production, return eligibility depends on whether the item is a standard product or has been made to the customer's individual specifications.

Please review this policy carefully before placing your order.

1. Right of Withdrawal for Eligible Standard Orders

For customers in the European Union, where the statutory right of withdrawal applies, eligible non-personalized goods may be returned within 14 days of receipt in accordance with applicable consumer protection laws.

Returned items must be:

• Unworn, unwashed, and unaltered;
• Free from makeup, perfume, stains, damage, or other signs of wear;
• Returned with all original tags and packaging where reasonably possible.

The statutory right of withdrawal does not apply where an exception under applicable consumer law applies, including goods made to the consumer's specifications or clearly personalized.

2. Custom Size & Personalized Orders

Under Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized.

Custom Size Orders

A dress made according to individual body measurements provided by the customer is a personalized product.

This may include measurements such as bust, waist, hips, height, hollow-to-floor, shoulder width, armhole, sleeve measurements, or other individual measurements supplied for the production of the dress.

Once a dress has been produced according to these individual measurements, the order is final sale and is not eligible for return or exchange, except where there is a verified manufacturing defect, incorrect production, or another error on our part.

Personalized Modifications

An order may also be considered personalized when the customer requests individual modifications that are not part of the standard product specification, including but not limited to:

• Changes to neckline or back design;
• Addition, removal, or modification of sleeves;
• Changes to dress length or train length;
• Changes to design details, embellishments, or construction;
• Other individually requested specifications agreed upon before production.

Where the product has been made according to such individual requirements, it is not eligible for return or exchange except in the case of a verified manufacturing defect or an error on our part.

Made-to-Order Production

Most Heuloria gowns are produced individually after an order is placed rather than being taken from finished stock.

Where an order includes individual measurements or customer-specific modifications, it will be treated as a Custom Size or Personalized Order under this policy.

For other orders, return eligibility will be determined according to the nature of the order, the conditions of this policy, and any mandatory consumer rights applicable in the customer's country or region.

3. Return Shipping & Costs

Customer-Initiated Returns

For an eligible return caused by the customer, including a change of mind or another reason unrelated to a defect or error on our part, the customer is responsible for the return shipping cost.

The actual return shipping fee depends on the shipping carrier and shipping service selected by the customer.

Customers are strongly encouraged to use a trackable shipping service.

Returns Due to Our Error

If a return is required because of an error on our part, including receiving a damaged, defective, or incorrect item, the customer will not be responsible for the return shipping cost.

Return Location

Our production and quality-control facilities are located in China. Where a physical return is required, the item must be sent to the return address provided by our customer service team.

Please contact us before sending a return so that we can provide the correct return instructions and return address.

Do not send returned merchandise to an address shown on the shipping package unless we specifically confirm that address for returns.

Customs and Duties

For customer-initiated returns, any customs duties, import taxes, brokerage fees, or other charges arising from the return shipment are generally the responsibility of the customer, except where otherwise required by applicable law.

4. Faulty, Damaged, or Incorrect Items

If you receive an item that is damaged, defective, incorrectly produced, or different from the item ordered, please contact us as soon as possible after delivery.

To help us verify the issue, please provide:

• Your order number;
• Clear photographs and/or videos showing the issue;
• Relevant measurements where the issue concerns sizing or dimensions;
• Photographs of the shipping package where transportation damage is suspected.

Once the issue has been verified, we will provide an appropriate solution depending on the circumstances. This may include repair, replacement, partial refund, full refund, or another reasonable solution.

If a return is required because of a verified error on our part, Heuloria will be responsible for the return shipping cost.

5. Sizing & Measurement Discrepancies

Because our dresses are individually handcrafted, small measurement variations may occur during production.

A measurement variation of approximately 1–3 cm may be considered a normal handmade production tolerance depending on the construction and measurement method of the garment.

For Custom Size orders, customers are responsible for providing accurate body measurements.

Before production, we may contact the customer if submitted measurements appear unusual or inconsistent. However, the customer remains responsible for the accuracy of measurements provided to us.

An item will not normally be considered defective solely because:

• The customer's body measurements have changed after ordering;
• Incorrect measurements were provided;
• The customer selected an unsuitable standard size;
• Minor alterations are required for personal fit preferences;
• The difference falls within a reasonable handmade production tolerance.

If you believe the finished dress differs materially from the measurements or specifications confirmed for your order, please contact us with photographs and measurement evidence so that we can investigate.

6. Condition of Returned Items

Eligible returned products must be received in substantially the same condition in which they were delivered.

We reserve the right, to the extent permitted by applicable law, to reduce or refuse a refund where the returned item shows damage or loss of value caused by handling beyond what is reasonably necessary to inspect the product.

Items showing significant signs of wear, alteration, washing, stains, perfume, makeup, damage, or unauthorized modification may not qualify for a full refund.

7. Return Procedure

Before returning an eligible item, please contact:

Email: heuloriadress@hotmail.com

Please include your order number and the reason for the return.

We will provide the applicable return instructions and return address.

Customers should retain their return tracking information until the return and refund have been completed.

8. Refunds

After an eligible return is received and inspected, we will notify you regarding the refund.

Approved refunds will be issued to the original payment method.

Please allow approximately 10–14 business days for us to process an approved refund after inspection. Additional time may be required for the payment provider or issuing bank to post the refund to your account.

Where applicable consumer law requires the refund of standard outbound delivery charges in connection with a statutory withdrawal, such charges will be handled in accordance with that law.

Additional or expedited shipping services selected by the customer may not be refundable except where required by applicable law.

9. Exchanges

Because many Heuloria dresses are made individually for each order, direct exchanges may not always be available.

Custom Size and Personalized Orders are not eligible for exchange unless there is a verified manufacturing defect or an error on our part.

For eligible standard products, please contact us to determine the available return or replacement options.

10. Mandatory Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or limit any consumer rights that cannot legally be excluded or limited under the laws applicable to the customer's purchase.

Where mandatory local consumer protection law provides rights that are more favorable than the terms stated in this policy, those mandatory rights will apply.