Politique de remboursement
RETURN AND REFUND POLICY — 1000DRESS.COM
Last updated: April 2026
1. GENERAL OVERVIEW
At 1000DRESS.COM, we are committed to your satisfaction. However, as an online retailer working with international suppliers, our return and refund process is governed by the conditions set out in this policy.
Please read this policy carefully before placing your order. By purchasing from our Website, you acknowledge and accept these terms in full.
2. YOUR LEGAL RIGHT TO CANCEL (COOLING-OFF PERIOD)
2.1 Under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason.
2.2 To exercise this right, you must notify us in writing at contact@1000dress.com within 14 days of delivery, clearly stating your order number and your intention to cancel.
2.3 Following your cancellation notice, you must return the item(s) to us within 14 days.
2.4 This right does not apply to:
- Items that have been worn, washed, or altered in any way
- Items returned without original tags and packaging
- Intimate apparel, underwear, swimwear, and bodysuits (for hygiene reasons)
- Personalised or custom-made items
- Sale or final clearance items (clearly marked as non-returnable at the time of purchase)
- Items damaged by the customer after delivery
3. SIZING AND FIT — IMPORTANT NOTICE
3.1 We provide detailed size guides on every product page. It is the customer's sole responsibility to consult the size guide, measure themselves accurately, and select the appropriate size before placing an order.
3.2 Incorrect size selection does NOT constitute a product defect. We cannot be held responsible for sizing issues where a size guide was clearly provided on the product page at the time of purchase.
3.3 We do not accept returns based solely on size dissatisfaction where:
- A size guide was available and visible on the product page
- The item was delivered in the size that was ordered
- The item has no manufacturing defect
3.4 In cases where a size issue is raised despite a size guide being available, we may, at our sole discretion, offer one or more of the following as a goodwill gesture:
- A discount code for a future purchase
- A partial refund
- A store credit
- A "keep the item" resolution — in some circumstances, rather than asking you to return an item at your cost (which may be disproportionate to the item's value), we may allow you to keep the item and offer you a partial refund or store credit instead.
3.5 This goodwill gesture is offered entirely at our discretion and does not constitute an admission of fault or liability. It is not a right and cannot be claimed automatically.
4. CONDITIONS FOR VALID RETURNS
To be eligible for a return, ALL of the following conditions must be met:
- ✅ The return request is made within 14 days of delivery
- ✅ The item is in its original, unworn, and unwashed condition
- ✅ All original tags, labels, and packaging are intact and attached
- ✅ The item has not been altered, repaired, or damaged by the customer
- ✅ The item is not from an excluded category (see section 2.4)
- ✅ A valid proof of purchase (order number or confirmation email) is provided
- ✅ The return has been pre-authorised by our customer service team
We reserve the right to refuse any return that does not meet all of the above conditions.
5. HOW TO INITIATE A RETURN
5.1 To initiate a return, please contact us at contact@1000dress.com with:
- Your order number
- The item(s) you wish to return
- The reason for your return
- Photographs of the item (required for defect or damage claims)
5.2 Our team will review your request within 3 business days and provide you with a Return Authorisation Number (RAN) if your return is approved.
5.3 Do not send items back without receiving a Return Authorisation Number. Unauthorised returns will not be processed and may be refused upon arrival.
5.4 Once you have received your RAN, please pack the item(s) securely and send them to the address provided by our team.
6. RETURN SHIPPING COSTS
6.1 Return shipping costs are the responsibility of the customer, except in cases where the item is faulty, defective, or was incorrectly sent by us.
6.2 We strongly recommend using a tracked and insured shipping service for your return. We are not responsible for items lost or damaged in transit during the return.
6.3 We will not reimburse return shipping costs unless the return is the result of our error or a confirmed product defect.
7. FAULTY, DAMAGED, OR INCORRECT ITEMS
7.1 If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at contact@1000dress.com with:
- Your order number
- Clear photographs of the fault, damage, or incorrect item
- A brief description of the issue
7.2 Failure to report within 48 hours may limit our ability to assist you, as we may not be able to lodge a claim with our supplier or carrier.
7.3 For confirmed faults or incorrect items, we will offer:
- A free replacement (subject to availability)
- A full refund to your original payment method
- Or, where appropriate, a "keep the item" resolution with a full or partial refund — particularly where the cost of return shipping would be disproportionate to the item's value
7.4 Minor variations in colour, pattern, or texture compared to the product images on our Website do not constitute a defect, as these can vary due to screen display settings and the nature of the product.
7.5 We do not consider the following to be product defects:
- Slight colour variation due to screen display differences
- Normal variation in size within standard manufacturing tolerances
- Minor imperfections that do not affect the wearability of the item
- Packaging damage that does not affect the product itself
8. REFUNDS
8.1 Once we receive your returned item and verify that it meets all return conditions, we will process your refund within 10 business days.
8.2 Refunds will be issued to your original payment method only. We do not offer cash refunds or transfers to a different payment method.
8.3 Please note that your bank or payment provider may take additional time to process and post the refund to your account. This is outside our control.
8.4 Shipping costs are non-refundable unless the return is due to our error or a confirmed product defect.
8.5 If you received a free shipping promotion on your original order and the return causes your order value to fall below the free shipping threshold, the standard shipping cost may be deducted from your refund.
8.6 We reserve the right to reduce the refund amount if the item shows signs of use, damage, or is missing original tags or packaging upon return.
9. STORE CREDIT AND ALTERNATIVE RESOLUTIONS
9.1 In certain circumstances, particularly where a return is not eligible for a full refund (e.g., size issues with available size guide, minor colour variation, change of mind after the cooling-off period), we may offer store credit as an alternative.
9.2 Store credit is valid for 12 months from the date of issue and can be used on any future purchase on our Website.
9.3 "Keep the Item" Policy: In the interest of customer satisfaction and environmental responsibility, we may offer you the option to keep the item and receive a partial refund or store credit. This is particularly relevant when:
- The cost of return shipping is high relative to the item value
- The item cannot be resold once returned
- The sizing issue was the result of the customer's own measurement error
- The issue raised is a minor cosmetic difference rather than a genuine defect
This offer is made entirely at our discretion and is not a guaranteed right.
10. EXCHANGES
10.1 We do not currently offer direct exchanges. If you would like a different size or colour, please return your item (if eligible) and place a new order.
10.2 We cannot guarantee the availability of a replacement item at the time your return is processed.
11. CANCELLATIONS
11.1 Orders may be cancelled free of charge within 24 hours of placement, provided they have not yet been dispatched.
11.2 Once an order has been dispatched, it cannot be cancelled. You will need to receive the parcel and initiate a return in accordance with this policy.
11.3 To request a cancellation, please contact us immediately at contact@1000dress.com with your order number.
12. DISPUTES
12.1 If you are dissatisfied with the outcome of your return or refund request, please contact us at contact@1000dress.com. We will do our best to find a fair resolution.
12.2 If we are unable to resolve your complaint, you may escalate it to the relevant consumer protection authority in your country of residence or seek alternative dispute resolution.
12.3 UK customers may contact the Citizens Advice Consumer Service or use an Alternative Dispute Resolution (ADR) scheme.
12.4 EU customers retain their rights under applicable EU consumer protection legislation.
13. ABUSE OF RETURN POLICY
13.1 We reserve the right to refuse returns or refunds from customers who, in our reasonable opinion, are abusing our return policy, including but not limited to:
- Repeatedly returning items after use
- Returning items that show clear signs of wear
- Providing false or misleading information in return requests
- Attempting to return counterfeit or substituted items
13.2 In cases of suspected abuse, we reserve the right to refuse future orders from the same customer.
14. CONTACT US
For all return and refund enquiries, please contact us:
Email: contact@1000dress.com Website: www.1000dress.com Response time: Within 2 business days
This Return and Refund Policy was last reviewed and updated in April 2026. 1000 Dress Ltd — Registered in England and Wales