What do I do if I've received an incorrect/faulty item?Updated a month ago

At DressMeZee, we take great care to ensure every order is packed correctly and carefully checked before it leaves us. Thanks to detailed monitoring and scanning, the chances of receiving a defective or incorrect item are very rare, but occasionally, it can happen.

If that happens, please don’t worry, just get in touch with us as soon as possible so we can help put things right.

Here’s what to do:

• Contact us within 7 days
  Please email [email protected] as soon as possible. This helps us investigate the issue quickly and find the best solution. After 7 days, we’ll assume everything arrived as expected.

• What to include in your message
  To help us understand the problem, please provide:

• Your full name, six-digit order number and email address
• The date you received your order
• The date you noticed the issue
• The product name and code (you can find this in your order confirmation email)
• A clear description of the problem you’ve found
• Clear photos and/or videos showing the item from different angles, highlighting the fault, and the packaging it arrived in, including any labels, stickers, or tags

Please keep hold of your invoice, packaging, and the item itself until our investigation has been concluded.

What happens next:

After reviewing your information, we may ask for additional details to fully understand the issue. While we will always do our best to support you, there may be situations where we’re unable to provide a resolution.

If we find that there is an issue with your item, we may, at our sole discretion, offer a replacement, refund or partial refund, which may be provided in the form of store credit. All decisions regarding such matters will be made based on our assessment of each case. If we determine that the item is not faulty, missing, or incorrect, we will notify you of our decision and the reasons for it.

Free return labels are issued exclusively for items identified as faulty. Using the label to return non-faulty items from a multiple-item order may be considered misuse, and standard return charges may then be applicable.

All the details you share with us is handled securely and with care. Please rest assured that this process does not impact or diminish any of your legal rights as a consumer.