Return and Refund Policy

Return & Refund Policy

Clear, fair, and designed with you in mind — we’re here to help

📝 Order Cancellation

Before shipment Cancellation fee: $5 per item

If you cancel before your order is shipped, a small $5 processing fee per item will apply (covers our order handling costs). We will refund the remaining amount to your original payment method within 1–3 business days after receiving your cancellation email.

After shipment (not yet delivered) Cancellation fee: $10 per item

Once your order is already on its way, we cannot cancel it mid‑transit. The best way is to receive the package first, then contact us for a return. A $10 processing fee per item will apply, and return shipping will be your responsibility. We really appreciate your understanding.

After delivery Cancellation / Return fee: $10 per item

Please email us to request a return address. A $10 processing fee per item will be deducted from your refund, and return shipping costs are kindly covered by you.

To help us serve you better: Items must be unworn, with original packaging and tags attached — otherwise, we won’t be able to accept the return. Thank you for understanding.

📬 Return window: You have 7 days after delivery to request a return. After that, we unfortunately cannot accept returns.
🔄 How to return an item

We want to make the process as smooth as possible. Here’s how it works:

  • Email us at support@pettilia.com within 7 days of delivery.
  • Please include your order number, the items you’d like to return, and the reason.
  • Once approved, we’ll provide you with the correct return address (please don’t send anything back before receiving our confirmation).
  • Pack the item in its original packaging with all tags attached.
  • Ship the return at your own cost (trackable shipping is highly recommended).
💡 A quick note: A $10 processing fee per item will be deducted from your refund. Original shipping fees (if any) are non‑refundable, and return shipping is kindly on you. Thank you — really — for your kindness.
📦 What if my item is damaged?

We check every piece carefully before it leaves us. But sometimes, tiny imperfections can still happen during production or packaging. When they do, we won’t leave you alone — we’ll fix it together.

✨ Minor damage (still wearable)

Examples: loose button, dust, small dirt, slight glue separation that doesn’t affect wearability.

  • We’re happy to help by offering: repair guidance (video/instructions) or a partial refund ($3–$10 USD) so you can get it fixed locally.
  • Because these don’t stop you from wearing and loving your dress, we don’t offer full refunds or free returns for minor issues — but we always make sure you are fairly helped.
  • If you still prefer to return it: You are welcome to, but return shipping costs and any customs duties to our warehouse will be your responsibility.
⚠️ Major damage (unwearable)
  • Please contact us within 48 hours of delivery with clear photos and/or short video.
  • We will work with you to find a fair resolution — this may include a partial refund, replacement (if available), or store credit.
🚫 When a refund cannot be offered

We really wish every order went perfectly, but in the following situations, we’re unable to provide a refund. Thank you for your kind understanding.

  • Package returned or destroyed because the local courier could not reach you.
  • Delivery failure caused by an address change after shipment.
  • Package destroyed or lost due to natural disasters (partial compensation may be offered at our discretion).
  • The wrong address or incorrect phone number provided by you.
  • Shipping delays (delivery takes longer than estimated).
  • Packages reported as lost without official supporting documents from the courier.
💌 A few friendly reminders
  • Please keep the original packaging and tags until you are sure you want to keep your item.
  • Returned items must be unworn and in original condition.
  • For any return or damage request, always contact us first — unsolicited returns may not be processed.
  • We are always here to help. If you’re ever unsure, just email us at support@pettilia.com 💕
Thank you for choosing Pettilia — your happiness truly matters to us.