Returns & refunds | Babiesfrock

Before we cut her dress

If you send her measurements or tell us your event date, we confirm them with you on WhatsApp before the pattern is cut, so the dress is right before it is made. Not sure about a design? Selected dresses can be seen on a live video call before you order.

You can change her size or your delivery address until we cut her fabric. Message us on WhatsApp with your order number and what you would like to change, and we confirm the change with you. If the new size has a different price, you pay the difference, or we refund it to you, before the fabric is cut. Once the fabric is cut, the dress is being made for her in that size, so a change is no longer possible. If the size does not suit her after delivery, we still help, as set out below in “If the size needs adjusting”.

Cancelling an order

What happens when you cancel depends on how you paid.

Paid online in full, within 5 hours of ordering: you receive a full refund of the amount you paid, to your original payment method, with no deduction.
Paid online in full, after 5 hours: we deduct 20% of the amount you have paid and refund the rest. By then we may have reserved her fabric and begun preparing the materials for her dress, and the deduction covers that preparation. If your parcel comes back to us, it cannot be cancelled for a refund: we always send it again, as set out below in “If a parcel comes back to us”.
Cash on delivery: the advance you pay at checkout is non-refundable, including when you cancel within 5 hours. That advance is the only amount we keep: no 20% deduction is added on top of the advance, and no further cancellation charge applies.

How to cancel: send us a cancellation request on WhatsApp with your order number. What counts is the time you send your request, not the time we reply, so for an order paid online in full, a request sent within 5 hours of ordering receives the full refund.

The 20% deduction applies only to orders paid online in full, and only ever to the amount you have actually paid, never to the full order value. If nothing has been paid yet, there is nothing to refund or deduct.

If the size needs adjusting

If her dress does not fit as you hoped, we will make it right. Message us on WhatsApp within 3 days of delivery with your order number and a photo of the fit. Our team will look at the fit and tell you which of these suits her best, and why. You can have one of them, not both.

A free alteration: one size alteration is free, anywhere in India. We will tell you how to send the dress to Surat and return it to you altered.
An exchange for a bigger size: you pay the courier to send the dress to our studio in Surat. Once it reaches us, we send you the bigger size at our cost. If the bigger size costs more, you also pay the difference in the dress price.

The deadline is for sending your request, not for the dress to reach us or for the work to be completed. A size issue is solved in one of these two ways and is not refunded.

If it arrives damaged or not as ordered

Please record a full unboxing video as you open the parcel.

If the dress is damaged or is not what you ordered, tell us on WhatsApp within 72 hours of delivery and send the video, and we will exchange it right away.

If a parcel comes back to us

Please keep your phone with you while your parcel is out for delivery, as the courier may call you. If no one is available to receive it, the phone number on the order is not correct, the courier’s call is not answered, or the parcel is refused, the courier returns it to our studio in Surat. Message us on WhatsApp with your order number and we will arrange a redelivery.

The redelivery charge is the cost of returning your parcel to us, based on its weight and the courier’s rate. We tell you the amount and share the payment details. Once you have paid it, we send the parcel to you again at our cost.

Cash on delivery: a parcel that comes back to us is sent again once the redelivery charge is paid online. The advance paid at checkout stays non-refundable, as on every Cash on delivery order.
Paid online in full: we always send your parcel again, to the same address or to a new one you give us.

If you change your mind after delivery

Each made-to-order dress is made especially for her, cut and stitched after you order, so once delivered it cannot be returned for a change of mind. If the fit is not quite right, message us within 3 days of delivery, as set out above in “If the size needs adjusting”. We are happy to guide you on WhatsApp.

Ready-to-ship dresses

Finished dresses in standard sizes cannot be customised or returned for a change of mind. Cancellation and damage are handled exactly as above. If the size does not suit her, the same help applies, as set out above in “If the size needs adjusting”: an alteration, or an exchange for a bigger size from our stock, or made to order if it is not in stock.