Return & Refund Policy

Crafted exclusively for you, each gown from XALAN14 embodies personal artistry. With that, we treat every client relationship with the same level of care, clarity, and integrity.

1. Ready-Made Couture Policy

At XALAN14, our Ready-Made Couture pieces are pre-designed, limited-edition garments offered in curated sizes. Each creation is produced in small quantities and crafted with the same meticulous attention to detail as our bespoke gowns, using haute couture techniques, hand finishes, and luxury materials.

While these pieces are not made-to-measure, they still embody the spirit of couture: timeless design, elevated structure, and artisanal excellence. Due to the limited nature and exclusivity of these garments, we do not accept returns or refunds once an order has been confirmed and entered production.

This policy preserves the integrity and exclusivity of each Ready-Made Couture piece within the XALAN14 archive.

2. Refunds – Exceptional Circumstances Only

Although all sales are final, we understand that extraordinary situations may arise. A refund may be considered only in the following rare cases:

• The garment received does not match the final approved design, measurements, or custom specifications.

• There is a manufacturing defect clearly attributable to our atelier.

• The item is damaged in transit, and such damage is reported within 48 hours of confirmed delivery.

Refunds will not be granted under the following circumstances:

• Change of mind after order confirmation

• Sizing issues due to incorrect client-provided measurements

• Minor variations in color, fabric tone, or embellishment placement due to natural material properties

• Discrepancy from expectations not aligned with approved sketches, fitting notes, or visual references

3. Returns – Limited Eligibility

As all garments are handcrafted and individually tailored, returns are not accepted unless expressly authorized by XALAN14 in writing. In the rare case of a return being approved (e.g., due to an eligible fault), the following conditions apply:

• The item must be unworn, unaltered, and in its original condition

• All original packaging, tags, garment bags, and documents must be included

• The return must be initiated within 48 hours of receipt and shipped back within 5 days of approval

• Return shipping is the responsibility of the client and must include tracking and insurance for the full value of the garment

Returns that do not meet these conditions will not be accepted.

4. How to Request a Refund or Return Review

To initiate a formal review, please contact our Client Services team at brand@xalan14.com with the following:

• Your full name and order number

• Detailed description of the issue

• Clear photos or video documentation

• Any supporting communication related to design approval or measurements

Our team will respond within 3 business days and advise next steps based on the nature of the request.

For urgent cases or private bridal concierge support, you may also request priority assistance by emailing us directly with the subject line: “Bridal Concierge Request”.

5. Refund Processing

If a refund is granted after careful review, it will be issued to your original method of payment. Please allow 7–10 business days for the transaction to be reflected in your account.
Please note:

• Shipping charges are non-refundable

• Custom duties and taxes (if applicable) are non-refundable

• XALAN14 is not responsible for refund delays caused by third-party financial institutions

6. Gift Orders

If the item was marked as a gift at the time of purchase, and shipped directly to the recipient, any store credit (if approved) will be issued in the form of a gift certificate.

If the gift was sent to the purchaser and later given to the recipient, any eligible refund will be issued to the original purchaser.

7. Alterations & Fittings

This section applies exclusively to our Bridal and Legend Collections (Made-to-Measure).

Each gown in these lines is meticulously tailored based on your individual measurements and design customizations. However, we understand that minor adjustments may still be desired closer to the wedding day.

• One complimentary fitting session is included and conducted at our private atelier by appointment.

• Any post-delivery alterations may incur an additional fee depending on the complexity of the request.

• If alterations are performed by a third-party tailor outside of our atelier, XALAN14 is not liable for the outcome of those modifications.

For our international and remote clients, we are pleased to offer technical fitting documentation and personalized guidance to assist your chosen seamstress.

8. Our Commitment to You

At XALAN14, we believe that true couture is not only in the garment—but in the experience. We stand behind the quality of our craftsmanship and the integrity of our process, and we are committed to working with you respectfully and responsively should any issues arise.

It is our greatest honor to craft a gown worthy of your most cherished day, and we thank you deeply for placing your trust in our house.

Client Services
Email: brand@xalan14.com