Refund policy
Our Promise
At BUQIQI, every dress is made-to-order specifically for you. We stand behind the quality of our work and want you to feel confident in your purchase.
This policy explains how returns, refunds, and exchanges work — written in plain language so there are no surprises.
Return Window
You have 15 days from the day you receive your order to request a return on eligible items. After 15 days, we are unable to accept returns.
What's Returnable
✅ Standard size dresses — returnable within 15 days, in original condition
✅ Items with original yellow return tags intact
✅ Items unworn, unwashed, and undamaged
What's Not Returnable
❌ Custom-size dresses — made specifically to your measurements, cannot be resold
❌ Custom-color dresses — color choice outside our standard collection
❌ Customized dresses — back style changes, OEM, customer-supplied designs
❌ Face masks — all sales final
❌ Final Sale items — clearly marked at checkout
For custom items that don't fit perfectly, see our Size Guarantee for $20 alteration reimbursement.
How to Request a Return
Step 1 — Contact us within 7 days of receiving your order
📧 Email: support@buqiqi.com
📋 Subject line: Return Request — Order #[Your Order Number]
Please include:
• Your order number
• Reason for return
• Photos of the item showing condition and tags
We respond within 2 business days (3 business days during peak holiday seasons).
Step 2 — We approve and provide the return address
Once your return is approved, we'll email you our return address. Please ship only to the address we provide — items sent to other addresses cannot be processed.
Step 3 — Ship the item back via USPS within 7 days
You're responsible for return shipping costs. We strongly recommend tracked shipping with insurance — we are not liable for items lost or damaged in transit.
Step 4 — We inspect and refund
Once we receive your return, we inspect the item to confirm it matches your return request and is in original condition. If everything checks out, we'll process your refund.
Refund Timeline
Note: During peak periods, refund processing may require an additional 3-5 days. Thank you for your patience.
Refunds are issued to your original payment method — no store credit substitution.
What's NOT Refunded
❌ Original shipping fee — non-refundable on customer-initiated returns
❌ Return shipping cost — paid by customer
❌ Restocking fee — see below
Restocking Fees (Disclosed)
Multiple-item returns from one or more orders are subject to a restocking fee:
This fee is deducted from your refund. The fee covers the cost of inspection, repackaging, and inventory management on made-to-order items that cannot be resold immediately.
Cancellation Policy
Because all items are made-to-order, including standard sizes, cancellation refunds depend on how soon you cancel after payment:
Unpaid orders are automatically cancelled after 24 hours.
To cancel, log in to My Orders, select the order, and request cancellation.
Conditions for Acceptance
Returned items must be:
✅ Unworn
✅ Unwashed
✅ Unaltered (no customer modifications)
✅ Undamaged
✅ With original yellow return tags intact
We reserve the right to refuse returns received in unacceptable condition or without prior approval.
We do not process returns of items reported as faulty without inspection — please contact us with photos for guidance on quality concerns.
Color Variation Disclaimer
Please note: the same color name across different fabrics may appear different in person. For example, "Burnt Orange" in chiffon will look different from "Burnt Orange" in silk satin. This is normal due to fabric texture and weave — not a manufacturing error.
To prevent disappointment, we strongly recommend ordering 10 Free Fabric Swatches before placing your full order.
"Buy-Many-Keep-One" Notice
All items, including standard sizes, are made-to-order. We are unable to accept returns from orders made with the intention of "buying many to keep one." Our customer service team may cancel orders we believe were placed with this intention.
Damaged or Incorrect Items
If your order arrived damaged or you received the wrong item, this is on us:
✅ We pay return shipping
✅ Full refund or free replacement at your choice
✅ No restocking fee
Email support@buqiqi.com with photos within 48 hours of delivery.
Exchange Policy
We do not currently offer direct exchanges. Because all items are made-to-order, we don't have ready-made inventory to swap.
If you need a different size, color, or style:
1. Return your eligible item per the policy above
2. Place a new order for your preferred replacement
3. Or for size issues only, see our Size Guarantee
Contact Us
📧 Email: support@buqiqi.com
⏰ Response time: Within 2 business days (3 during peak holidays)
Related Policies
BUQIQI reserves the right to update this policy. Existing orders are governed by the policy in effect at the time of purchase. Last updated: May 4, 2026.