Customer Service - FAQ

How long can I keep my try on dresses?

You’ll have 5 days to consider your choices before returning the Try On dresses to us. Dresses should be postmarked within the 5-day period to avoid being charged the full retail price.

How do I return the try on dresses?

We’ll include a prepaid return label in your package. Simply place the dresses in their original packaging and send them back to us. Please ensure the dresses are in the condition you received them with tags attached.

What happens if I don’t return my dresses within five days?

Dresses should be postmarked within the 5-day period to avoid being charged the full retail price.

How do I return a made-to-order bridesmaid dress?

Dear Cleo may refund up to 50% of your purchase price. Dresses must be unworn with tags attached in order to qualify for a return. Dear Cleo will notify you if your return does not meet the return requirements. 

CAN I EXCHANGE A BRIDESMAID DRESS?

We will happily accommodate an exchange for your bridesmaid dress within 30 days after you receive it. Please note since our dresses are made-to-order, an exchange will take an additional 8-10 weeks in order to make a new dress. Please contact our Customer Experience Team for more information.

Can I cancel a made-to-order bridesmaid or wedding dress?

We can accommodate a cancellation and full refund for orders within 14 days of ordering. Orders cancelled after 14 days may be refunded for 50% of the purchase price. Please contact our Customer Experience Team to cancel an order.

HOW DO I EXCHANGE A QUICK SHIP DRESS?

Dear Cleo accepts exchanges within 10 days of your receiving a Quick Ship dress. We will do our best to accommodate your exchange but please note quantities are limited. It takes 8-10 weeks to receive a made-to-order dress if your desired style and size is sold out in our Quick Ship program.

CAN I RETURN A WEDDING DRESS?

Unfortunately, we cannot accommodate wedding dress returns at this time.

CAN I EXCHANGE A WEDDING DRESS?

Dear Cleo will help to facilitate (with approval) an exchange for your wedding dress within 30 days after you receive it, only if it’s unworn and with tags attached. Please note, since our dresses are made-to-order, an exchange will take an additional 8-10 weeks in order to make a new dress. Please contact our Customer Experience Team for more information.