If you wish to return or exchange your gown, a return request must be submitted within 7 business days of delivery. When/if the return is approved, your confirmation email must be printed, filled out, and returned with the item(s). Items sent to us without the form will be sent back to the client. We must receive the return tracking shipping number within 2 business days. The return tracking information can be placed in the tracking button at the bottom of your return approval email.

To be eligible for an exchange or return, the item must not be included in the ineligible item list below; it must be unworn, unwashed, undamaged, with no stains or alterations. In addition, be mindful of makeup, deodorant, pet hair, and strong smells (smoke, perfume, etc.), as these can make your item ineligible for return. IF the item is received and is not-accepted for any of the above reasons, Pia Pumpkin Couture will return the item back to you at no cost. If the item is received and accepted, Pia Pumpkin Couture will work with you to continue processing your refund via the payment method chosen, or exchange for new items per your request. You will receive an email with the decision and next steps.

ELIGIBLE ITEMS

• Ready-to-Ship Items only
• Item(s) in Original Condition, Unwashed, Unworn {Please be mindful of pet hair, strong smells, smoke, deodorant, and makeup when trying on gowns, as these can make your item ineligible for return or exchange}
• Request must be made within 7 business days of delivered tracking status

INELIGIBLE ITEMS

• No custom order may be returned or exchanged
• Gift cards
• International orders are NOT eligible for return or exchange, please contact us with any questions or concerns at the email below.

ADDITIONAL DETAILS

• For refunds via original payment method, a 30% Restocking fee will be assessed to re-stock the item. This is of the item cost only and does not include shipping or rush fees.
• NO CHARGE for items returned for in store credit.
• NO CHARGE for exchanges 
• Exchanges can be made for any item(s) in the store. If the total is less than the original item price, the difference will be refunded via gift card. If the chosen item(s) is more, an invoice will be sent for the difference.
• Original shipping charges are non-refundable
• Rush fees are non-refundable
• Buyer is responsible for return shipping charges
• Standard processing time for exchanges is 7 business days from the business day after the return arrives at our studio. We may be able to make an exception, please submit the request anyway and we will do our best to assist.  Please note gowns with a processing time of longer than 3 weeks or marked as no rush available will require the full processing time stated on the listing. Please contact us with questions.

RETURN DETAILS

If you wish to return your item and be refunded back via the original payment method, a 30% restocking fee will be deducted from the item total, this includes Ready to Ship items as well. The remaining balance will be sent back via the same method of payment used when ordering after the item has been received, inspected, and accepted. After the item has been accepted, the refund will be sent within 3 business days. We are not responsible for delays made by the bank in depositing your funds.

If you wish to return the item for in store credit NO Restocking fee will be assessed and you can use the credit at any time within 12 months from issue date. A gift card will be issued via email within 3 business days of the item being received, inspected, and accepted.

The client is responsible for shipping the item back to our warehouse. Shipping and Rush Processing Fees are non-refundable. If you choose to exchange, no restocking fee will be assessed.

EXCHANGE DETAILS

After submitting a request, and receiving confirmation from Pia Pumpkin Couture that the exchange is approved, the client is responsible for the shipping cost to return the item back to us.

We allow one exchange per order with no additional processing fees and a 7 business day processing time. We will cover the shipping cost back to the client on the first exchange as a courtesy.  Additional exchanges are subject to our standard processing time of 3 weeks unless the rush processing fee is purchased. 

Please note gowns with a processing time of longer than 3 weeks or marked as no rush available will require the full processing time stated on the listing. Please contact us with questions.

Return shipping costs will be invoiced for additional exchanges after the initial exchange based on the weight and size of the items (sent priority mail).  If you need faster shipping/processing, please let us know in advance (additional fees may apply).

The client may exchange their product for any items in our store, if the total cost is less than the original amount, the remaining balance will be provided via gift card to the client’s email within 3 business days. If the exchange product is more expensive, Pia Pumpkin Couture staff will send an invoice to collect the remaining balance. The invoice must be paid in order for us to continue processing the item.

QUALITY CONTROL 

What do I do if my item is incorrect or damaged?

• Buyer must submit a return request within 24 hours if there is a problem with the product(s) quality (i.e. spots on the fabric or other physical damage missed in our quality inspection) or you received the incorrect item
• In the return reason, select damaged or incorrect item received; and do this within 24 hours of delivery of item or it is ineligible
• Include a description of the problem and your event date in the body of the email
• Email photos of the damage or incorrect item immediately to hello@piapumpkinstudio.com.
• When the request and photos are received, and the issue is determined to be our mistake or damaged in transit, Pia Pumpkin Couture will cover the shipping back to our studio and work with you to get a new item out before the event (if the time frame allows)
• If the damage is determined to be the fault of the buyer, Pia Pumpkin Couture will cover the shipping costs to send the item back to you after inspection.
• IF the damage can not be determined digitally, we will request the buyer to send the item(s) back to us to visibly inspect it and work with the customer to resolve the issue per the guidelines above.

LATE PACKAGES

If your package does not arrive on time DUE TO OUR ERROR (i.e. it shipped late, or incorrect shipping method), Pia Pumpkin Couture will refund your purchase after the items are sent back, received in by our warehouse, and inspected. A request must be submitted via the return/exchanges link within 7 business days of delivery. If the item is lost by USPS (NO DELIVERED STATUS) and is not delivered after 7 days of opening a case with USPS, we will refund the purchase and continue the investigation. If the package is showing delivered and the address was correct, and you do not have your item, it is the responsibility of the buyer to contact USPS to file a claim as it is then considered a stolen package. Please keep in mind that once the packages are dropped at the post office, they are out of our hands, please plan ahead!