How to Start a Return

1. Please contact Customer Service on our website stating the item(s) you would like to return and the reason. We do not accept returned items that have been sent back without contacting us first. You can reach us at support@veranomusse.store.
2. After receiving return instructions, package the item with the original packaging. Write your order number on the package.
3. Ship the package to the address we will provide. Please note that the customer must pay the return shipping cost.
4. Refunds are processed within 7 business days after we receive your package. We will send you a confirmation email once the refund is issued. The original shipping fee will not be refunded.

* Please note that all customers are responsible for the return shipping cost.

General Return Policy

1. You have 7 business days to decide if the item is right for you. If you would like to return it, please contact us within 7 days of delivery.
2. The following items cannot be returned, exchanged, refunded, or credited: 1)Final Sale/Clearance Items; 2)Confirmed Items; 3)Downloads; 4)Customized Items; 5)Black Friday Sale Items (including 20% off or more); 6)Items EAS$ 3 or less.
3. Items must be returned unworn, unwashed, with all garment tags attached and undamaged in any way.
4. Items with non-washable marks and underwear (FTC) cannot be returned due to hygiene reasons.
5. We are not responsible for ZAPAKA returns lost in transit. Returns are at your own risk.
6. Please do not return items before submitting them. We are not responsible for any "buy more-send-one" initiated returns. Our customer service team can cancel an order before it is processed with this limitation.
7. We reserve the right to refuse the return if the item received does not match the conditions or was damaged without our prior knowledge.
8. For international shipments: loss, damage, delays due to force majeure (including but not limited to: incorrect customs declaration, wrong addresses, absence of import or cooperative customs) where product recovery is unfeasible, refunds will not be issued.
9. We do not accept the returned package. If you reject it, please contact us.

* Note

For customer-inspected returns: the customer is responsible for return shipping costs. Additionally, original return shipping costs will not be refunded. Returns of 2 or more items of the same image or multiple orders are subject to a 30% reduction; the shipping cost will be deducted from the refund amount.

Conditions

FOR CUSTOM SIZE DRESSES:

We understand that sometimes you may want to alter the dress to fit you better. We offer alteration compensation for our dresses. Alteration compensation is based on the measurements you provide us (bust, waist, hips, and hollow to floor). This means that we will also be able to make the dress based on your exact measurements. However, because of this, we cannot accept simple returns for custom size dresses.

A few things to remember about custom dresses: custom dresses are made specifically with the measurements you provide (bust, waist, hips, and hollow to floor). This means we will also be able to make the dress based on your exact measurements. However, because the dresses are custom-made, we cannot accept simple returns.

We understand that sometimes small alterations are needed; no paper is needed. We offer alteration compensation only for our custom size. Simply send us a photo of yourself in the dress with the order number and we will refund you.

FOR ALL CUSTOMIZED AND CUSTOM SIZE ITEMS:

All customized and custom size items are fixed size. Due to hygiene regulations, there are no returns/exchanges.

Cancellation Policy

We understand that ordering a dress for a special occasion is an important decision, and our cancellation policy was created with this in mind. However, it is important to note that most of our dresses are made to order, so the order cancellation process cannot be resumed. The good news is that if you cancel your order, there is still time to change your mind. Please see our order cancellation page for more details.

• Unpaid orders are automatically canceled after 1 day.
• Cancel within 24 hours of payment: full refund.
• Cancel after 24-72 hours of payment: 80% refund + shipping fees.
• Cancel after 72-120 hours of payment: 50% refund + shipping fees.
• Cancel more than 120 hours after payment: shipping fees only.
• Once your order is shipped, it cannot be canceled.

If you wish to cancel your order, please contact our customer service team to proceed.
*When you receive an email from Verano Musse that says “Order # ___ confirmed,” your payment has been confirmed.

Frequently Asked Questions