RETURNS & EXCHANGES

RETURNS & EXCHANGES

COUTURE COLLECTION

As your dress is made especially for you to your dress size range and height, we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault. All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your dress on as soon as you receive it. In the unlikely circumstance your dress does not fit you, you must contact customerservice@janaann.com within 7 days of receiving your order. If you have lost or gained weight, we recommend contacting our After Sales team for guidance and an advice to provide to your preferred local tailor. If for any reason there is a manufacturing fault, postage will be covered by JA. You will need to provide updated measurements and images for our production team before the dress is returned. Any dresses being returned to JA must be returned in the original packaging. If you wish to cancel your order before locking-in your measurements, the cancellation fee will be applicable. The cancellation fee ($200) covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. Once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production.

 

BRIDAL & PROM COLLECTION and SAMPLE SALE

You may exchange your purchase subject to adherence to these terms. Exchanges are accepted within 7 days of you receiving your garment. You must contact our friendly Customer Service team customerservice@janaann.com to arrange for your item to be returned. Once confirmed, we must receive your item within 20 days if located in the US or 30 days if located overseas. Items must be in original condition free of makeup, marks and stains, and must not have been worn, altered or washed. Any tags must remain in place. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified timeframe. Please try on the gown after a shower to avoid contact with moisturizer, deodorant or makeup. Additionally, please try on your gown on clean, carpeted or tiled flooring. All items will undergo further quality control upon return. Exchanges are only available after the items have passed quality control. If for any reason your item does not pass QC, Customer Service will contact you with your options. In the event of a manufacturing fault, return postage will be paid by JA. However, in the event of a change of mind, you will be liable for any additional postage to return your item and the purchase of the new.

 

DAMAGES AND ISSUES 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

ALTERATIONS

If you have any concerns upon receiving your gown, please contact Customer Service customerservice@janaann.com within 7 days of receiving your gown and our team will assess your unique situation. Unfortunately, if your measurements change from what you confirmed your bridal stylist at your lock in date, you will be liable for any alteration fees incurred. If you decide to go to a third party seamstress for any alterations to your gown, you will be liable for these costs. We are more than happy to offer advice if you choose to consult a third-party seamstress.
In the unlikely event of a manufacturing fault, please contact Customer Service. Upon assessment from our team, if a manufacturing fault is found, all costs will be paid by JA including shipping. If you decide not to send your dress back to JA for any reason, JA will no longer be liable.

 

SHOES

Please try on shoes on a soft surface before they are worn. We will not accept shoes that are damaged or that show signs of wear. Exchanges are accepted within 14 days of purchase. All unwanted items must be returned in their original condition, all packaging and labels must be intact.