CAN I CANCEL MY ORDER?
You must cancel the order within 48 hours for all standard, non-rush orders, unless it has already gone into production. If you placed a "rush" order with us and you selected Express Mail, meaning you want your order faster, we can't cancel or change anything for Express Mail orders - no exception. Disputing credit card/PayPal charges will not grant you a refund as all our refund/exchange/cancellation terms are clearly outlined here on TutuGirl.com.
DOES TUTU GIRL ACCEPT RETURNS?
Since all our items are custom made (tutus, tops, bows, bloomers, etc.), all sales are final. The only time we accept returns is if we made a mistake by sending the wrong size or color. Colors may appear different in person than on our color chart or images due to lighting or computer resolutions. When in doubt or you need an exact color, we highly recommend ordering a fabric swatch prior to ordering. Under pre-approved circumstances, we may accept a return, but there is a 30%-50% restocking fee and any shipping charges and rush fees will not be refunded. Upon receipt of the merchandise, if Tutu Girl suspects an item has been used or not received in appropriate condition (smashed in box, damaged, etc.) , the merchandise will be shipped back to you at your expense. Simply returning your order and asking for a refund will NOT be accepted. The merchandise will be shipped back to you at your expense outlined in our shipping charges. Please be careful when placing your order and double-check what is indicated on all personalized items, tulle color(s) and sizes. All personalized items, discounted and sale items are a final sale. Absolutely no refunds on our .pdf instructions.REFUSED DELIVERY:
All refused packages will be returned to sender at the shipper's expense. Under no circumstance, NO refunds will be issued for any package(s) in which delivery is refused.
We highly recommend double checking the shipping address to ensure accuracy. Tutu Girl will only ship to the address that is supplied. In the event the address is incorrect as provided by the customer, the post office will return the package back to us. The customer will be responsible to pay return shipping charges for us to ship the package back to the accurate address. If the customer refuses to pay return shipping back to him/her, we will not offer a refund - no exceptions.
PACKAGES NOT ARRIVING BY NEED BY DATE:
First, you must get prior approval from us for a particular need by date. All need by dates MUST be stated in writing on the invoice. If we give you approval, you must still indicate this date on the invoice. Email correspondence isn't enough as we receive countless of emails daily and have no way of knowing. We can't guarantee arrival of a package if the customer doesn't get pre-approval from us, even if the customer puts a need by date on the invoice. If the package doesn't arrive in time, as a result, we will not accept a return. If there is a delay with the post office, please understand this is out of our control once it leaves us and we will not be held responsible.