REFUND & RETURNS
RETURN POLICY
At kalisa, every dress is meticulously crafted on demand, made exclusively for you by our expert artisans. Because every dress is made to order and tailored with care, we encourage you to review the following policy before placing an order. We only accept returns if the item arrives damaged, defective, or incorrect (e.g., wrong style or color).
Please be advised that minor loose threads, ends and tiny, slight stains will not be considered quality issues. If your item has a genuine defect, please contact us within 48 hours.
To preserve the integrity of our meticulously crafted designs, we cannot accept returns or exchanges due to sizing issues, personal preferences or change-of-mind after purchase. This policy ensures the continued quality and craftsmanship of our pieces.
By purchasing from kalisa, you acknowledge and agree to our Returns Policy.
RETURN INFORMATION
Sizing Support
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.
Eligible Returns
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.
Cancelation Order
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 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.
Unidentified Returns
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.
Exceptions for Bulk Orders & Custom Designs
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.
