Return Policy
Returns & Exchanges Policy
We want you to shop with confidence and clarity.
Return requests may be submitted within 5 days of delivery for eligible items that are unworn, unaltered, and in their original condition with all original tags attached.
All return requests are subject to review and designer approval. Submitting a return request does not automatically mean that the return has been approved.
All approved returns are issued as store credit after the returned item has been received and inspected.
Custom-made items, pre-orders, altered items, sale or final-sale items, selected brands, and returns that do not meet the conditions below are not eligible for return or exchange.
How to Request a Return
1. Submit your return request through our Return Portal.
2. You will be redirected to the list of orders placed through our website.
3. Click “Request Return” under the order you wish to return.
4. Select the reason for your return and submit your request.
If your order is eligible for return, our team will review your request and send you an approval email within approximately 48 hours.
Please do not ship your item before receiving return approval and the correct return address from our team.
Returning Your Item
Once your return has been approved, the customer is responsible for arranging and shipping the return.
Onlinemarkat does not provide prepaid return labels.
For most countries, approved returns must be shipped using:
DHL or Aramex only.
For returns originating from the United States, customers may also use:
- UPS Ground® when the return address provided by our team is within the United States.
- UPS Worldwide Saver® when the return address provided by our team is international.
The correct return address may vary depending on the designer and item and may be located in the United States, Vietnam, or another designated return location.
The customer must:
- Arrange the return shipment directly with the approved carrier.
- Provide the shipment tracking number within 48 hours of return approval.
- Cover all return shipping costs.
- Cover any customs duties, taxes, brokerage fees, or other charges related to the return shipment.
- Follow the exact return address and shipping instructions provided by our team.
The return shipment remains the customer’s responsibility until it has been successfully delivered to the return address provided by Onlinemarkat.
We strongly recommend keeping your shipping receipt and tracking information until your return has been fully processed.
Store Credit
All approved returns are refunded as store credit only.
Store credit will be issued within approximately 9 business days after the returned item has been received, inspected, and approved.
Please note that free shipping, when applicable, applies to the original order only.
If store credit from a previous return is used to place a new order, shipping charges will be calculated at checkout based on the item, shipping origin, weight, and destination.
Exchanges
If you would like a different size or color, the original item must first be returned according to our return policy.
Once your store credit has been issued, you may use it to place a new order, subject to availability.
We do not offer direct exchanges.
Items Not Eligible for Return or Exchange
The following are not eligible for return or exchange:
- Custom-made items
- Pre-order items
- Altered or customized items
- Sale or final-sale items
- Items without their original tags
- Items showing signs of wear, use, damage, perfume, makeup, or alteration
- Return requests submitted more than 5 days after delivery
- Returns shipped without prior approval
- Returns shipped using a carrier not permitted under this policy
- Returns sent to an address other than the return address provided by our team
- Returns that do not follow the shipping instructions provided by our team
- Orders placed using store credit issued from a previous return
- Items from brands excluded from our return policy
The following brands are currently not eligible for return or exchange:
AMARRA, TARIK EDIZ, LINH NGA, Joséphine, MIRER, Margée Atelier, and ARTI APPAREL.
Order Cancellations
Orders cannot be canceled once they have been received by our team, as we immediately begin preparing the order and coordinating with the designer or brand.
In certain exceptional cases, depending on the dress and designer, a cancellation or special return request may be approved.
If such an exception is approved, 30% of the item’s value will be deducted, and the remaining eligible amount will be refunded to the original payment method within approximately 14 business days.
This exception is subject to prior approval and does not apply to all orders.
Color Variations
Please note that color shades may appear slightly different between the images shown on our website and the actual item received.
This may be caused by:
- Photography lighting
- Studio lighting conditions
- Filters used by the designer or brand
- Differences in phone, tablet, laptop, or monitor display settings
Minor differences in color shades are therefore not considered a manufacturing defect and are not considered a valid reason for return or exchange.
Sequin Shedding
Light shedding of sequins is considered normal for evening gowns embellished with sequins and is not regarded as a manufacturing defect.
Due to the delicate nature and movement of these designs, a limited amount of sequin shedding may naturally occur.
Minor sequin shedding is therefore not eligible for return or exchange.
Orders Placed Using Store Credit
If store credit issued from a previous return is used to place a new order, the new order is not eligible for return or exchange under any circumstances.
Designer Approval
All return requests are subject to the designer’s confirmation and approval.
Submitting a return request does not guarantee that the return will be accepted.
Need Help?
Our Customer Care team is here to assist you.
Email: support@onlinemarkat.com