Refund policy

REFUNDS & EXCHANGES

We want you to be comfortable making a big purchase online so all of our dresses can be exchanged within 14 days starting from the day you receive the package! Some dresses can be returned for a full cash refund while others are exchange or refund for store credit only. Any gowns that are made custom to your measurements and all accessories are final sale.

Please ensure the original tags are still on as all products must be returned in a new and unused condition, and please return in the same packaging you received it in. Once you have emailed us to start an exchange or return, you automatically acknowledge and agree to our policies below.

Fees Payable:

For Australia, Canada, Singapore, UK, and the USA:

  • Exchange and return shipping costs: Free
  • Duties and taxes may incur for packages shipped back via an exchange (Applicable for Canada, US, and the UK)
  • Returns: $50 restocking fee per order in your local currency or full refund amount in store credit

For all other countries:

  • Duties, taxes, exchange and return shipping costs are not covered
  • Returns: $80 restocking fee per order in your local currency (or $80 equivalent in Singapore Dollars, whichever is higher) or full refund amount in store credit

Exchange Process

Items that can be exchanged:

  • All gowns that are in-stock and in a standard size (eg. size XL, size US 14, etc.).

Follow the steps below carefully for an exchange:

  1. Make sure to try on your items immediately after receiving them, but be delicate as to avoid damaging it. Be sure to handle these gowns with care, especially mindful of makeup, body products and debris, including pet hair, dirt, and other fibers.

  2. Email us at hello@boneandgrey.com within 14 days once you've received the package that you're looking to do an exchange and what you'd like to exchange to. You may choose to exchange for a different size of the same item or another item of equal value. If you'd like to exchange for another item of higher value, top up is required. If you're exchanging for an item of lower value, the difference will be returned to you in store credits only.

  3. We'll email you a return label to stick onto the original packaging for an easy return. We must receive the original item back within 15 days of you receiving the return label.

  4. The earlier you can send out the original package, the faster we can process it for exchange. Once we've received the package and it has gone through inspection, we'll send the exchange product out. You may be subject to duties and taxes for the new package. If there is urgency in receiving your package, let us know in your exchange email and we can work to expedite your order. In the expedited process, we can send out a new package after you have dropped off the original package. However, we may ask for a deposit which will be refunded to you once we have received and processed the original package.

  5. You are only allowed one complimentary exchange per order, to prevent hefty shipping costs back-and-forth. If you have more than one item in your order, exchanging multiple items within the same order together would be considered as one exchange. For any further exchanges, the shipping costs would be on up to the customer to bear.

Tip: To avoid exchanges in sizes, please measure yourself in centimeters (cm) for a more accurate measurement against our products. If you have any questions regarding our sizes, don't hesitate to reach out to us on Instagram or Contact Us page to ask!

Return Process

Items that can be returned & refunded for cash:

  • All gowns that are in-stock and in a standard size (eg. size XL, size US 14, etc.).

Follow the steps below carefully for a return:

  1. Make sure to try on your items immediately after receiving them, but be delicate as to avoid damaging it. Be sure to handle these gowns with care, especially mindful of makeup, body products and debris, including pet hair, dirt, and other fibers.

  2. Email us at hello@boneandgrey.com within 14 days once you've received the package that you're looking to return, we'll email you a return slip to stick onto the package for an easy return.

  3. Once your return label has been mailed to you, we must receive the package back within 15 days. Once we've received the package and it has gone through inspection, you'll have the option for:
    1. Refund to the original payment method, minus the restocking fee in your local currency. Please allow up to 30 days for it to be shown.
    2. Or full refund in store credits (for which we will not subtract the restocking fee) which will be available to you for one year. 

  4. If you have used a promo code on your order, you will only get the refund of the actual amount paid on the returned item. If you have paid for any shipping insurance or extra shipping or rush fees, this will not be refunded back to you.

  5. We only allow one return per order, meaning if you'd like to return multiple items within an order, please return them together within the 14-day period instead of initiating multiple returns. You will be responsible for paying return shipping and duties for any additional returns initiated apart from the first one.


Important:

  • If you do not notify us within 14 days of receiving your package for a refund, or if we have received your return package outside of the 15-day window, you will have to bear the cost of your return shipping fees/ your refund could be voided unless you have notified us via email in advance.

  • Returns that are damaged, soiled, not in resellable condition, or without its original tags will not be accepted and the refund or exchange will be refused. You can choose to have it sent back to you by paying the shipping rate and duties/ taxes (if any) at that point in time. Five (5) business days are given for the decision to send back the gown after an unsuccessful return. Otherwise, the products will be recycled and the return will be closed. We reserve the right to reject the return of products which are not returned in accordance with our Delivery & Returns processes. Our Delivery & Returns processes do not affect your statutory rights.

  • For refunds, any shipping costs, insurance, rush order fees, and/or any duty charges are not refunded on the returned items, and we are not responsible for delivery items lost or damaged in transit.


Final sale items that are not eligible for return or exchanges:

  1. Items purchased on sale (excluding items purchased with a promo code)
  2. Any Made-to-Order/ Pre-Order Standard Size & Custom Size gowns
  3. Bespoke Gown orders
  4. Forever More Bespoke orders
  5. Bridal Accessories: we'll gladly replace any faulty products that may have been damaged in shipment, please email us within 48 hours of receiving with photos!

Promotions and Promo Codes: 

  • Not to worry, items purchased with a promotional code from us or a partner are not considered to be final sale, unless otherwise stated on the product page.
  • Once an order has been made, we will not honour any discounts/ promo codes retroactively on your order.
  • Every promo code has its own Terms and Conditions, please check with your code provider for more details.

Did we make a mistake with your order? 

If we have made a mistake in your order, please contact us here or email us within 48 hours of receiving your order, and we will send you the correct item (shipping on us!) and we'll need you to return the original package back to us untouched.

Bone and Grey closely monitors returns to identify potential misuse of our products or abuse of our exchange and return policies. If the order is suspected to be fraudulent, or the product is not returned clean, unworn, unwashed, in perfect condition, with tags still attached, we reserve the right to refuse the order, exchange, and return. 

At the end of the day, we want you to love your products and have a smooth shopping and delivery experience so if you have any questions along the way, don't hesitate to reach out to us via email, WhatsApp, or on Instagram! ✨