Returns And Refund
Returning,Replacement & Refund
Your satisfaction is our long-term pursuit and up-most concern. Once your package has arrived, we encourage you to open and check to make sure the items that we made meet your requirement. Try on as soon as possible without removing the tags, altering, or washing the dress. If you are not completely satisfied with your purchase, please take time to read our return policy carefully. You are recommended to contact our after-sale Customer Service first before returning or exchange an item and they will give your some useful advice. You can send an email to info@heyseals.com, we'll provide you with further instructions. All refund applications will be processed within 2 working days if it happens, but the shipping fee isn't included.
1. 15 Days Return Warranty
The returns from our customers are acceptable within 15 days after you getting the package. When we confirm the arrival of the package you returned, we will refund you the payment.
Please consult the customer service about the information we need before sending back the package and ship the package to the designated address provided by the after sales staff. Customers have to cover the shipping fee for the package return. To help us, the customer should provide all relevant tracking information.
2. Refund accepted for wrong items
The refund requests from our customers are acceptable if customer service confirm we send you the wrong item.
Please make sure the products unused before you sending back and ship the package to the designated address provided by the after sales staff. To help us, the customer should provide all relevant tracking information.
After making sure that we sent you the wrong item, we will refund you the amount to your account which you can use for new order or inform our financial staff to refund back to your paypal account or others if you like.
3. For all the refunds the following information is needed:
- a) The order No.
- b) Item No.
- c) Photo of the products you sent back.
- d) Photo of the shipping label on the package we sent to you.
4. Full Refunds:
We offer full refund on any items that are found to be faulty or damaged due to our fault. Damage caused because of the fault of the third party or customer's own fault cannot apply for refund.
All returned items must be in brand-new condition, unused and with original tags and packaging.
5. Partial Refunds:
We also offer partial refund on returned items which have some original parts missing. In such a case, the customer can only get partial refund.
6. Non-Returnable / non-exchangeable items: Sexy Lingerie, Swimwear, Intimates, Jewelry and Beauties.
We are so sorry about that if you received item that is not what actually you ordered or not the same as the picture shows or the description says on tbdress.com. If it happens, please take some pictures for details to info@heyseals.com, and we will deal with it immediately.
If you have any further questions about returns shipping fee, please contact our customer service staff for help.
Fail to receive an item
In this case, we will take full responsibility and make a full refund to you.
We shipped out the item, but you did not receive it---- Shipping information is incomplete.
Case 1:
The item is in transit - This refers to any delivery failure cases except for customs detention. The tracking information shown on the carrier's official website includes: customs cleared, leaving the processing center, being dispatched to XXX, etc.
In such cases, we should take the full responsibility and make a full refund to you in principle.
Case 2:
If the delivery fails because the address the buyer provided is incorrect or incomplete (according to what is indicated on the official website of the shipping carrier, e.g.'the address is unavailable for delivery'),but the item is shipped back to us.
For non-customized made items: We will deduct the shipping fee while return the rest of the payment to the buyer. For customized items: Buyer will undertake the shipping fee as well as a 50% refund of the product purchase price.
In this case, If the buyer needs the item, he or she should pay the shipping fee a second time, and we will reship it to the right address.
Case 3:
If the delivery fails and the item is not returned to us.
In this case, the buyer should be eligible for a partial of the product purchase price as well as the shipping fee.
The item is successfully delivered.
It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.
Handling Methods:
Case 1:
The information on the shipping bill of heyseals.com matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows:
- Countries, cities, postal codes, time and signees match.
- Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier.
- Countries, cities, postal codes and time match but signees do not match.
- Countries, cities, time and signees match but postal codes do not match.
- For any of the above situations, we will not accept such kind of case
Case 2:
The information on the shipping bill of heyseals.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows:
- Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier.
- Time matches but countries, cities, postal codes and signees do not match.
For any of the above situations, we should refund the full payment to the buyer.
Tips for choosing your desired courier
According to the length of time and circumstances in different countries，customers always expect to receive their items at specific time, therefore, different couriers are chosen.
You can choose your couriers based on a combination of the following:
- A) Weight and dimensions of package.
- B) The location：We are shipping from (city, state, country or region).
- C) The location：We are shipping to (also called the destination country or region).
shipping costs are calculated individually for each order based on the number and weight of items in your order, as well as the shipping method chosen.
How much does the shipping cost?
In some conditions, you should pay for the extra shipping fees. However, the costs may differ according to the following factors:
- Weight and dimensions of package.
- Your location we are shipping to (city, state, country or region, also called the destination country or region).
Customs & Import Tax
Customs is a government agency responsible for regulating shipments entering a country or region. All shipments being sent to and from a country or region must clear customs first. It's always buyer's responsibilities to clear customs and pay the relevant custom duties.
In most countries, however, you have to pay taxes or duties on imported goods. Sometimes goods under a certain value, or in certain categories, do not incur taxes.
The rules are different in every country. Unfortunately there is no way for us to know the rules, regulations, customs, traditions, practices, loopholes, schemes, systems, paperwork, codes, laws, or rulings of every single country.
Therefore, we cannot, and will not, offer advice about taxes in your country. As the buyer, it is your responsibility to find out that information before you order.
If you have to pay import taxes and/or additional duties and sales taxes, then you would have to pay that to the courier upon receipt of the package(s). We can't calculate this for you or you cannot pre-pay it. If you are drop-shipping or sending a gift item to someone, please make sure they are aware of the possibility of having to pay taxes when receiving the goods.
Please find out as much as you can about your import taxes in your own country before completing your order. If you find out information about the import tax situation in your country, and you believe there are ways to minimize the taxes you have to pay (or eliminate the taxes altogether), just tell us what you need by putting instructions (regarding labeling, packing, declarations, invoices, etc.) in the comments field during checkout. We are more than happy to follow your instructions.
The item is shipped back to Bathere.
It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.
Handling Methods:
Case 1:
The information on the shipping bill of heyseals.com matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows:
- Countries, cities, postal codes, time and signees match.
- Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier.
- Countries, cities, postal codes and time match but signees do not match.
- Countries, cities, time and signees match but postal codes do not match.
- For any of the above situations, we will not accept such kind of case.
Case 2:
The information on the shipping bill of hifitting.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows:
- Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier.
- Time matches but countries, cities, postal codes and signees do not match.
For any of the above situations, we should refund the full payment to the buyer.
Item that doesn't match the description.
Lack of functions.
Definition: the item received by the buyer lacks some functions.
Handling Methods:
heyseals.com: product description.
Buyer: the buyer needs to complain about the product problems and provide related images and/or videos within seven working days from the date of receiving the item, the delivery receipt, etc. (If the weight of the item needs to be verified, the buyer can provide the image and/or videos for proving it; if more than one piece has the above problems, the buyer needs to provide the image and/or videos of each piece).
We only accept products in their original condition.
Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation.We will try our best to help you.
Sizes not as described.
Definition: the sizes of the item you have received do not match the product description. The sizes refer to the standard dimensions internationally recognized or the measurement units converted from the standard dimensions.
Handling Methods:
heyseals.com: product description.
Buyer: the buyer needs to complain about the product problems and provide related images and/or videos within seven working days from the date of receiving the item, the delivery receipt, etc. (If the weight of the item needs to be verified, the buyer can provide the image and/or videos for proving it; if more than one piece has the above problems, the buyer needs to provide the image and/or videos of each piece).
Sizing or Fitting Issues:
If your dress sizes differ from the specifications of your order by more than one inch, feel free to choose from the following options:
- (1) You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 10% of the product price.
- (2) You may return the dress after customer service department's confirmation to receive a full refund. (Without customer service department’ s confirmation, we do not accept your case).
Dress is the size you ordered but does not fit：
If the dress does not fit properly, but was made according to the specifications included in your order, please choose from the following options:
- (1) You may go to a local tailor to have the dress resized (at your own cost).
- (2) You may use our modification service to resize your dress. Contact us for a quotation based on the complexity of the dress and the amount that needs to be altered.
Please be aware that if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
Colors does not as described.
Definition: This refers to the case that the color of the item you have received is not as described as in the image and the product description. The color mainly refers to red, orange, yellow, green, cyanine, blue, purple, etc. In the case that we has mentioned in the product description or in the communication with the buyer that color deviation may exist, please kindly send us proof like photos and pictures to info@heyseals.com
We will handle the complaint ASAP.
Handling Methods:
heyseals.com: product description.
Buyer: the buyer needs to complain about the product problems and provide related images and/or videos within seven working days from the date of receiving the item, the delivery receipt, etc. (If the weight of the item needs to be verified, the buyer can provide the image and/or videos for proving it; if more than one piece has the above problems, the buyer needs to provide the image and/or videos of each piece).
We only accept products in their original condition.
Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation.
You are eligible for a partial refund. (This does not apply if the color difference is caused by your display monitor.)
Material does not match the description.
If the material of the dress is not the same as the product description, and you want a refund, please contact our customer service center at info@heyseals.com. The most important thing is to provide us enough evidence to prove it.