We understand that shopping for clothing online can be challenging without trying it on first. That’s why we take great care to provide clear, detailed product descriptions and photos of each dress tried on a mannequin in the exact size selected at checkout, to help ensure accuracy and confidence in your choice.

 If you choose a default size from our size chart:

1. Please ensure you carefully review our size chart and compare your body measurements before placing your order. All dresses are cut and sewn based on the size you select at checkout, so choosing the correct size is essential to ensure the best fit.

2. If the item you receive feels too large or too tight, and you selected a standard size (not custom measurements), this is not considered a production error. However, if you believe there is a genuine sizing discrepancy (e.g., item measurements differ significantly from our chart), please contact us within 48 hours of receiving your order. Include clear photos and a brief explanation so we can review and support you accordingly.

-> For the most precise fit, we offer custom sizing (+$20) through our Perfect Fit Guarantee—your dress will be tailored to your exact measurements. 

Only items that arrive with proven defects or as wrong items may be eligible for return. We do not consider the following as defects:

- Minor loose threads
- Slight wrinkles or pressure marks from packaging
- Tiny marks that don’t affect overall appearance

To ensure transparency and protect both parties, each item is carefully inspected and recorded photos by our team before being packed and shipped. We take great care to ensure your order arrives in perfect condition. To help us resolve any potential issues quickly and fairly, we require customers to record a video while opening the package.

If your item has a genuine defect, please contact us within 48 hours. Contact us at support@kalisa.com before sending anything back. Return requests without approval may be declined.

*The return address is not the same as the one on the label. Please do not return items without obtaining the address provided by us.

At Kalisa, each dress is meticulously handmade-to-order using premium materials and expert craftsmanship. This includes any customizations such as size, color, or design modifications.

We do not accept returns or exchanges for made-to-order or customized items due to sizing issues, personal preferences, or change-of-mind after purchase.

Returns are only accepted if:
- You received an incorrect item due to our fulfillment error
- The item arrives damaged, defective, or incorrect (e.g., wrong style or color)

All return requests must be submitted within 48 hours of receiving your order. By placing an order with Kalisa, you acknowledge and agree to this policy.

This policy helps us:
- Avoid waste
- Sustain ethical slow fashion
- Focus on quality over mass production

Return Requirements
Your item(s) must meet all the following conditions to be accepted for return:
1. Contact us within 48 hours of receiving your order
2. The item is unworn, unused, and in original condition
3. All original tags and labels are still attached
4. There are no marks, stains, or scents, including makeup, perfume, or spray tan
5. The item must not be marked as Final Sale
6. Jewelry and Underwear Accessories are not returnable for hygiene reasons
7. A clear unboxing video showing the item’s condition must be submitted with your return request

Kalisa reserves the right to refuse any returns that fall outside the eligible return period or are not returned in their original condition. If your return does not meet our policy requirements, the item will be sent back to you, and any shipping costs involved will not be covered by Kalisa. Please ensure that your return is correctly labeled and contains only Kalisa items. Kalisa is not responsible for any non-kalisa products sent to our returns facility, and these items may not be returned to you.

If a customer INSISTS on returning an item outside of our policy, the following conditions will apply:

1, The customer is fully responsible for all shipping fees, import/export taxes, and return shipping costs, including shipping to our U.S. warehouse and back to our Vietnam office for product inspection. Returned items must be received in their original condition.
2, A 35% processing fee, calculated based on the original product cost (not the sale price), will be deducted from the total refund to cover labor, quality inspection, packaging, and restocking costs associated with made-to-order garments.
3, All returns must be pre-approved in writing by our support team via email before being shipped back. Unauthorized returns will not be accepted or refunded.

Most of kalisa products are designed and Made-to-Order, and we strive to provide the most accurate service. Please comply with our terms, as all cancellation requests are not accepted once your order has been confirmed.

Your order is cancelled by us due to unexpected reasons.

- Invalid Card Owner Identity.
- An error by our Website System.

In case you need to make changes to your order, please contact us at support@kalisa.com within 4 hours after the order is placed and we will try our best to assist you.

- Remove duplicate items.
- Increase an item’s quantity.
- Change your shipping address.
- Change your email address.
- Upgrade shipping (If you already have a plan and need to expedite shipping).

**Once your order has been processed, your request for changes will not be applicable.

All return packages must be clearly labeled with your order number and customer name.

Please note:
1. Returns that are not pre-approved or do not include proper identification may be rejected.
2. Any unidentified or unauthorized return received will be held for a maximum of 3 days from the arrival date. If we are unable to verify the return within this period, the item may be discarded without further notice, at Kalisa's discretion.

This Refund Policy does not apply to:

1. Bulk orders and fully custom design projects follow a separate set of conditions due to the specialized work, materials, and coordination required.

2. All wholesale contract production orders are processed under individual production agreements and are non-refundable and non-returnable once approved for production.

3. Custom new design orders involving new patterns, special fabrics, or exclusive sketches fall under custom design exceptions:
+ Any fees for sketches, pattern creation, sample development, or fabric sourcing are non-refundable. These fees cover creative and production labor already completed.
+ We create your dress based on the measurements you provide. If the measurements submitted are inaccurate or incomplete, kalisa is not responsible for fit issues.
+ Once the client approves the selected fabric, color, or beading materials, the order is locked in and cannot be canceled or modified without additional cost.