Returns

1. Return Window

Standard-size dresses and eligible accessories may be returned within 30 days of delivery, provided they meet the eligibility requirements described in this policy. The 30-day return period begins on the date the carrier's tracking record marks the order as delivered.

For the purposes of this policy:

• A standard-size dress is produced in the standard size selected by the customer at checkout. It is not a custom-sized item and remains eligible for return under this policy.
• A custom-sized dress is produced using measurements supplied by the customer. Custom-sized dresses are final sale and are not eligible for return, except where required by applicable law or as set out in Section 7 below.

If an item arrives damaged, defective, or incorrect, please contact us as soon as possible and within the 30-day return window described above.

Because many of our dresses include handmade details, slight variation in lace placement, appliqué patterns, embellishment, or color between production batches may occur. Minor variations of this nature are a normal characteristic of handmade garments and are not considered defects.

2. No Exchanges

MEXMY does not offer direct exchanges for any item, including exchanges for a different size, color, style, or product.

If you would like a different item, you must first submit an eligible return request in accordance with this policy and then place a new order separately for the item you want.

Items that arrive damaged, defective, or incorrect are handled through the refund process described in Section 7 of this policy. MEXMY does not provide replacement items in place of a refund.

3. Custom-Sized and Altered Items — Final Sale

We do not accept returns for the following final-sale items:

• Dresses produced using custom measurements supplied by the customer
• Dresses or other items altered by the customer or by a third party
• Items showing signs of unauthorized modification, alteration, or customization

Please review our size chart carefully before ordering a custom-sized item. Our customer service team is available to provide sizing guidance before you place your order.

Local Alteration Reimbursement

In certain circumstances, MEXMY may approve reimbursement for local alterations as an alternative to a standard return. Alteration reimbursement is subject to all of the following conditions:

• You must contact MEXMY and receive written approval before having the dress altered.
• You must provide a valid, itemized receipt showing the alteration cost.
• The approved reimbursement amount cannot exceed 25% of the product price.
• The final reimbursement amount will depend on the specific circumstances and the alteration required, at MEXMY's reasonable discretion.
• Once a dress has been altered, it can no longer be returned to us.

Alteration costs incurred without MEXMY's prior written approval are not eligible for reimbursement under any circumstances.

4. Order Cancellation

Cancellation eligibility and any applicable fee depend on when we receive your written cancellation request.

Within 24 Hours of Payment

If we receive your cancellation request within 24 hours of payment, you are eligible for a full refund of 100% of the product price and 100% of any shipping fee paid.

More Than 24 Hours After Payment but Before Shipment

If we receive your cancellation request more than 24 hours after payment but before the order has shipped, you are eligible for a refund of 70% of the dress price and 100% of any shipping fee paid. A fee equal to 30% of the dress price will be deducted to cover the materials and labor already committed to your order at the time of cancellation.

After Shipment

Once an order has shipped, it can no longer be cancelled. After receiving the order, you may instead request a return if the item meets the eligibility requirements set out in this policy.

How to Cancel an Order

Email info@mexmydress.com and include: your order number, your full name, your phone number, and the item or order you wish to cancel. The official cancellation time will be determined by the timestamp showing when our system receives your email, not the time the email was sent.

5. Return Conditions

To qualify for a return and refund, an eligible item must:

• Be unworn, unwashed, and unaltered
• Be free of perfume, deodorant, makeup, stains, pet hair, smoke, and other odors
• Have all original tags attached
• Be returned in its original packaging
• Include all original accessories, such as scarves, straps, corset laces, or removable decorations

We reserve the right to refuse a return, or to issue a partial refund, if the item shows signs of wear, washing, damage, alteration, missing tags, odors, stains, or missing accessories.

6. How to Request a Return

Do not send a return to the address shown on the original shipping package. All approved returns must be sent to our designated return warehouse in the United States; the correct return address will be provided only after your return request has been reviewed and approved.

To request a return, email info@mexmydress.com and include: your order number, the item you wish to return, the reason for the return, and clear photographs if the item is damaged, defective, or incorrect.

Once your return is approved, we will provide the correct return address and detailed return instructions. Returns sent without prior approval, or sent to an unauthorized address, may not be accepted or processed, and MEXMY is not responsible for such items.

7. Damaged, Defective, or Incorrect Items

Please contact us if your item arrives:

• Damaged — for example, with tears, stains, or a broken zipper, including damage that occurred during shipping
• Defective — for example, with significant sewing errors or missing embellishments
• In the wrong style, size, or color
• Materially different from the item shown in your order confirmation

Please provide clear photographs showing the original packaging, the damaged, defective, or incorrect area, the item's tags, and the complete item if requested.

After verification, MEXMY will issue a full refund in accordance with this policy. A full refund for a verified damaged, defective, or incorrect item includes the full product price and any original shipping fee paid. If we require the item to be returned to us, MEXMY will also cover the approved return shipping cost and will provide return instructions. We do not offer replacement items or reshipments.

If your package is lost in transit rather than damaged, please see Lost or Damaged Shipments in our Shipping Policy. We will open an investigation with the carrier on your behalf and resolve your case based on the carrier's findings.

8. Change-of-Mind Returns and Return Shipping

For an eligible standard-size item returned due to a change of mind, dissatisfaction with the style, or any other reason not caused by a product defect or an error on our part:

• The customer is responsible for the cost of return shipping.
• Any expedited shipping fee paid on the original order is non-refundable.
• The eligible refund covers the returned product price once the item has passed inspection.

We strongly recommend using a trackable shipping method and retaining your shipping receipt and tracking number. The customer is responsible for ensuring the return reaches our designated warehouse. If a return is lost or damaged in transit before reaching our warehouse, please contact the return carrier to file a claim; this may affect our ability to approve or complete your refund.

9. Refund Processing Time

Once we receive your approved return, we will inspect the item and, if approved, process the applicable refund to your original payment method.

Please allow up to 10 business days from the date we receive your return for the refund to appear in your account. Processing times may vary depending on your bank or payment provider. If your refund is not visible after 10 business days, please contact your bank or payment provider first, as they may require additional time to post the funds. You are also welcome to contact us via our website chat or by email for further assistance.

10. Sales, Promotional Items & Gift Cards

Items purchased on final sale, at a clearance price, or marked as non-returnable at the time of purchase are not eligible for return or refund under this policy, unless the item is confirmed to be damaged, defective, or incorrect. Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.

11. Your Statutory Rights

Nothing in this policy is intended to limit any non-waivable statutory rights you may have as a consumer under the laws applicable in your jurisdiction. Where any part of this policy conflicts with such rights, your statutory rights will prevail to the extent required by law.

12. Contact Us

For return, cancellation, or refund questions, please contact us at:

MEXMY is operated by HONG KONG JIEN INDUSTRIAL CO., LIMITED

Address: RM K47, UNIT 27, 8/F, SHING YIP IND BUILDING, 19-21 SHING YIP STREET, KWUN TONG, HONG KONG
Email: info@mexmydress.com
Website: mexmydress.com

We aim to respond to all return-related inquiries within 24 hours.