Effective Date: July 25, 2026
This policy applies to the Real Elegance brand and strictly adheres to U.S. e-commerce retail standards and consumer protection regulations. It governs all after-sales services—including returns, exchanges, and refunds—for the women's dresses sold in this store. All terms are transparent, authentic, and legally binding, ensuring the protection of every consumer's shopping rights.
1. Eligible Scenarios for Returns and Exchanges
We support returns and exchanges for products that meet the required criteria. Customers may apply for a return or exchange if any of the following issues arise with the dresses purchased: quality defects such as shipping damage, fabric snags, tears, stains, significant color discrepancies compared to the product page, unraveling seams, crooked stitching, or poor workmanship; inconsistencies between the received item (style, size, or color) and the order details; or non-human-caused defects such as manufacturing flaws, incompleteness, or missing accessories. Additionally, customers may request returns or exchanges for personal reasons—such as styling preferences, fit issues, or dislike of the style—provided the basic eligibility requirements are met.
2. Basic Requirements and Non-Returnable/Non-Exchangeable Items
To be approved, all return or exchange requests must meet the following basic conditions: items must be in brand-new, unused condition, showing no signs of wear, washing, ironing, or unauthorized alterations, and must be free from odors or stains (such as perfume, cosmetics, or sweat); all original accessories—including tags, packaging, and add-ons—must be intact and included; the item surface must be free from abrasion, snags, tears, or discoloration, ensuring it remains suitable for resale; and customers must provide a valid order number, proof of purchase, and actual photos of the item for the after-sales review process.
Returns and exchanges are not supported for the following: items that have been worn, washed, altered, or damaged; damage caused by mishandling, scraping, or unauthorized cutting/modification; orders that exceed the specified return/exchange timeframe; items missing tags, original packaging, or accessories; and special clearance or custom-made items, which are non-returnable without specific cause once sold.
3. Return and Exchange Period
We offer a 30-day window for returns and exchanges, calculated from the date the item is successfully delivered and signed for. If you wish to return or exchange an item or request a refund, you must contact customer service to submit a request within this 30-day period. Requests submitted after this deadline will not be accepted, and the right to return or exchange the item will be considered forfeited.
4. Detailed Return Process
Step 1: Submit a Request. Once you decide to return an item, please contact our customer service team within the 30-day window. You will need to provide your order number, delivery details, the reason for the return, and actual photos of the item to submit your request.
Step 2: Review and Confirmation. Customer service will verify the order details and the condition of the item. Once eligibility is confirmed, the request will be approved, and you will be informed of the return instructions, packaging requirements, and the official return address.
Step 3: Packaging and Shipping. Please pack the item securely according to the instructions, ensuring it remains in good condition with all accessories and original packaging intact and free from further damage. You are responsible for shipping the item to the designated return address.
Official Return Address: 1690 Story Rd #130, San Jose, CA 95122
Step 4: Receipt and Inspection. Upon receipt of the returned package, our staff will carefully inspect the item's condition and the completeness of its accessories. Once verified, the refund process will begin.
5. Detailed Exchange Process
Step 1: Submit an exchange request. If a user needs to exchange an item due to reasons such as incorrect size, style mismatch, or minor quality issues, they must contact customer service within 30 days of receipt. The user should specify the exchange requirements (e.g., the desired size or style) and provide photographic proof of the actual item.
Step 2: Eligibility review. Customer service will verify the order validity and the item's condition. Once eligibility is confirmed, the request will be approved, and the user will be informed of the exchange guidelines and return shipping instructions.
Step 3: Return the original item. The user should securely pack the original item—ensuring it is undamaged and includes all accessories—and mail it to the officially designated return/exchange address.
Official Return/Exchange Address: 1690 Story Rd #130, San Jose, CA 95122
Step 4: Verification and replacement shipment. After the warehouse receives and verifies the returned item, we will ship a brand-new replacement (in the requested style and size) within 1–3 business days. A new tracking number will be provided so the user can monitor the shipment. If the desired style or size is out of stock, customer service will contact the user immediately to discuss exchanging for a different style or processing a full refund.
6. Detailed Refund Process
For approved return orders, we will complete the refund review and processing within 1–3 business days after the warehouse successfully receives and verifies the returned item. Refunds will be issued via the original payment method to the user's original payment account; this covers the actual amount paid for the item and any eligible post-sales fees.
Once the refund is initiated, it typically takes 1–3 business days for the funds to arrive. Please note that processing times vary depending on the payment channel and issuing bank; some banks may experience delays. The actual arrival time depends on the bank's settlement schedule for the user's account, and our store is not liable for issues arising from bank processing delays.
7. Rules Regarding Return and Exchange Costs
7.1. Issues attributable to the merchant (e.g., quality defects, damage, incorrect items shipped, significant color discrepancies): The store will bear the full cost of round-trip shipping for the return or exchange; the user is not required to pay any shipping fees.
7.2. Returns or exchanges due to personal reasons (e.g., unsuitable size, dislike of style, personal preference, impulse purchase): The user is responsible for the return shipping costs; the store does not cover logistics expenses arising from personal reasons.
7.3. For returns and refunds initiated due to product quality issues: In addition to a full refund of the product price, users may apply for reimbursement of valid return shipping costs they have prepaid by contacting customer service and providing proof of shipment. For returns due to personal reasons, only the product price is refunded; shipping costs are not reimbursed.
8. Rules Regarding Order Cancellation
These order cancellation rules align with the store's shipping policy, and a unified standard applies to all orders. Users wishing to cancel an order must contact store customer service immediately—before the item has been shipped or handed over to the logistics carrier. If an order is cancelled prior to shipment, the store will process a full refund without charging any additional handling fees.
Once an item has been packed, shipped, and entered the logistics transit process, the order cannot be intercepted or cancelled directly. You must instead follow our standard return policy and submit an after-sales request in accordance with the full return and refund procedure.
Contact Us
Shop Name: Real Elegance
Phone: +(408) 600-6854
Email: info@realelegance.store
Shop Address: 1690 Story Rd #130, San Jose, CA 95122
Opening Hours:
Monday: Closed
Tuesday–Friday: 12:00 PM to 7:00 PM
Saturday: 11:00 AM to 7:00 PM
Sunday: 11:00 AM to 6:00 PM
(GMT -8:00, Pacific Standard Time)
Response Time: We respond within 24 hours.