Customer Care

Customer Care

Thank you for choosing 9PM Couture.

Every gown is handcrafted exclusively for you with exceptional attention to detail. As all of our pieces are made to order, we kindly ask that you review the information below before placing your order.


Made-to-Order

Every 9PM Couture gown is made exclusively after your order has been placed.

Once production begins, your gown is handcrafted specifically for you and cannot be cancelled, returned, or resold.


Returns & Exchanges

Due to the made-to-order nature of our gowns, we do not accept returns or exchanges for:

  • Incorrect size selected by the customer
  • Change of mind
  • Personal preference
  • Event cancellation
  • Shipping delays outside of our control

Returns or exchanges are only accepted if:

  • You receive an incorrect item.
  • Your gown has a significant manufacturing defect.
  • There is a major production error caused by our team.

Requests must be submitted within 7 days of receiving your order and include clear photographs of the issue.


Refund Policy

If your request is approved, we will determine the most appropriate solution based on the issue.

This may include:

  • Repairing the gown
  • Replacing the gown
  • Issuing a partial refund
  • Issuing a full refund


Sizing

Customers are responsible for selecting the correct size before placing an order.

Please review our size guide carefully before purchasing. If you are unsure, we encourage you to contact us before placing your order.

Orders placed in an incorrect size selected by the customer are not eligible for returns, exchanges, or refunds.


Product Variations

Every gown is handcrafted by skilled artisans.

Minor variations in embroidery, bead placement, stitching, embellishments, or fabric texture are part of the handmade process and are not considered defects.

Please note that colours may appear slightly different depending on screen settings and lighting conditions.


Production & Delivery

Every gown is handcrafted after your order has been placed.

Production Time

20–35 business days.

Shipping Time

5–8 business days.

These timeframes are estimates only and may vary due to customs clearance, shipping carrier delays, weather conditions, public holidays, or circumstances beyond our control.

Although we always strive to deliver your order as quickly as possible, we cannot guarantee delivery by a specific date.


Shipping

Customers are responsible for providing an accurate shipping address.

Once your order has been handed over to the shipping carrier, responsibility for transit rests with the carrier.

Customers are responsible for monitoring shipment tracking and ensuring they are available to receive their package.

Additional shipping charges will apply if a package is returned due to an incorrect address or failure to collect the shipment.

Any customs duties, taxes, or import fees are the responsibility of the customer.


Order Cancellations

Orders may only be cancelled before production begins.

Once production has started, cancellations are no longer possible.

If you wish to request a cancellation, please contact us immediately after placing your order.


Contact Us

For any questions regarding sizing, orders, or your purchase, please contact us through our Contact page or email us directly.

We are always happy to assist you.


Thank you for choosing 9PM Couture.