RAQUEL

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RETAILER ORDERING PROCESS Retailers may place orders through our official website at Become a Retailer or by contacting info@theweddinggown.hk directly. PRE-ORDERS Pre-order items are expected to be available for shipping approximately 3 months or more from the date of purchase. Delays may occur due to unforeseen circumstances beyond our collection. Customers will be notified when their order has been dispatched and provided with a tracking number. Please also note that the color, trim or fabric of your product may vary slightly from the product displayed online as all our products are made-to-order and hand-crafted. Customers purchasing pre-orders acknowledge that these garments are crafted based on individual specifications and may require an extended production time. Pre-order items are expected to be available for shipping approximately 3 months or more from the date of purchase. Delays may occur due to unforeseen circumstances beyond our control. By accepting and purchasing your gown with our services, you acknowledge that LIBERTINE will try their best to create the best fit according to the customer’s provided measurements but will not guarantee a perfect fit. Please note that there might be a slight variance of 1-2 cm in size due to the inherent stretch in the fabric and potential differences in the measuring tape used by both parties during the production process. If you order any gowns or other garments from us, you may engage an independent alteration specialist to carry out alterations to tailor the gown or other garment to your desired fit, including the hemming of gown lengths (Alteration Services). It is your responsibility to engage an alteration specialist to carry out your Alteration Services. It is at your discretion and choosing who you elect to undertake your Alteration Services. We cannot provide you with an estimate of costs for external Alteration Services. You acknowledge and agree that we will not be liable for any loss or damage suffered by you resulting from Alteration Services performed on your product(s) by you or a third party. If you require your order sooner, please reach out to info@theweddinggown.hk SHIPPING AND DELIVERY Shipping costs will be covered by the customer and will be calculated based on the delivery location and order size. Delivery costs may differ depending on the currency in which you wish to pay, size and weight of your ordered products. We will provide an estimated shipping cost upon order confirmation. Please note that international packages may be subject to duties and taxes. You must also pay all tariff, import, customs, tax, and other charges applicable in your jurisdiction. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information. Customers will receive a shipping confirmation email with delivery details once your order has been delivered to the courier. Company will attempt in good faith to deliver your items in accordance with your order, but Company will not be responsible or liable for any delays or failure in such delivery. Company expressly reserves the right to effect delivery of any order in any number of separate shipments, and the modes of transport and carriers will be decided at Company's discretion. Your order will be delivered to the delivery address you specify when placing your order. If your delivery address is geographically remote or otherwise difficult to deliver to, it is possible that we may not be able to deliver there. Company will not be responsible or liable for any delay or failure to deliver due to any cause which is unavoidable or beyond Company's reasonable control. In such cases, Company will have the right, at its option, without penalty or any liability for breach, to terminate all or any part of any order or to reschedule delivery within a reasonable time. Regarding Incorrect address, change of address and refused delivery, we take no responsibility for incorrect shipping details. If incorrect details have been submitted email info@theweddinggown.hk to see what can be done prior to fulfillment. In the event of an incorrect shipment, responsibility lies with both the courier and the customer. If an order is refused at delivery you will not be refunded shipping costs and any duties and taxes incurred. We strongly urge you to review your order prior to shipment. LIBERTINE is solely responsible for shipping out products and keeping track of orders. All responsibilities related to courier services, including any issues or complications, are to be handled directly by the customer. If you have any inquiries, please do not hesitate to contact us via WhatsApp at (+852) 9189 3997 or via email at info@theweddinggown.hk for further information.

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.