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Return & Replace Policy
Please read and follow the instructions below prior to returning your
item. You can also contact our Customer Service or Live Support, where
one of our customer sales representatives will be happy to assist you.
Please make sure that you EXPRESSLY understand and agree to our return policy and ensure that all criteria are met before mailing any items back to us.
hohotrade.com reserves the right to charge a handling fee on all returned products.
1. Contact Customer Service to initiate the return process within 7 days of the receipt of your items. We only accept products in their original condition.
Please note that we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you must firstly contact our customer service via Help Center.
2. Mis-shipped products: For mis-shipped items (item shipped was not the very item ordered), once confirmed, we will be responsible for an item exchange and any shipping fees. If you wish, you can also return the product to get full refund including the shipping and handling fee.
3. Color Errors: If the color of the item received is not what was ordered, you are eligible for a full refund. (This does not apply if the color difference is caused by your display monitor.)
For any particular product category, please refer to its return specific policy below.
1. Electronics (Computer, Cell phones, Video Games, Mp3, Car Electronics)
2. Customized Clothing (Wedding dresses, Bridesmaid dresses, Mother of the Bride Dresses, Flower Girl Dresses, Evening/Cocktail/Prom/Celebrity Dresses, Cosplay and Costumes)
3. Cosplay Wigs
4. Women's Clothing and Shoes
This category includes: Computers, Cell phones, Video Games, Mp3, Car Electronics
Returning for replacement and refund
1. Quality Issues:
If a product has quality problems within 7 days of customers receiving it, hohotrade.com will be responsible for exchanging your item or returning a full refund. After confirming that the product has not been damaged on purpose, we will send a refund or replacement. Quality problems caused by manufacturing include such things as motherboard damage, screen damage, accessories damage, malfunctioning buttons.
2. Non-Quality Issues:
Our website cannot give a full refund for non-quality problems such as:
“The product does not look like the ones in your picture.”
“The product is not what I’d imagine it to be.
“I am not satisfied with this product.”
If customers wish to return an item for non-quality reasons within 7 days after receiving the product, we will return 70% the full price (30% will be withheld to cover the shipping and handling fee).
Returned products should be in original condition with original packaging. If an accessory or the original item was lost during the process of returning, we will deduct the price of the lost item from the refund.
Canceling Orders (Before delivery)
If an order is canceled before delivery, no fee will be charged excluding a transaction fee billed by Bank.
This category includes: Wedding dresses, Bridesmaid dresses, Mother of the Bridal Dresses, Flower Girl Dresses, Evening/Cocktail/Prom/Celebrity Dresses, Cosplay and Costumes
We understand that ordering a dress for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our dresses are made to order, and once the creation process has begun the materials cannot be reused.
The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
Our Cancellation Policy:
(1). Orders canceled within 24 hours of payment confirmation* will be eligible for a full refund.
(2). Orders canceled 1-3 days after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
(3). Orders canceled after 3 days of payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
(4). Once your order has been shipped, it can no longer be canceled.
Returning for replacement and refund
Your satisfaction is of utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress has been made to your order specifications. Try on your dress as soon as possible without removing the tags, altering, or washing the dress.
If you are unhappy with your purchase and need to return an item to hohotrade.com for any reason, please follow the steps below:
(1). Contact Customer Service within 24 hours of receiving your package.
(2). Once your request has been processed by Customer Service, they will tell you the address to send them back.
(3). Send your items to us as soon as possible
Defective, Damaged or Mis-shipped Items:
You are eligible for a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items.
If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier.
Sizing or Fitting Issues:
As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one (1) inch in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.
Dress is not the size you ordered
Should your dress size differ from the specifications of your order by more than one inch, feel free to choose from the following options:
(1). You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 40% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
(2). You may use our modification service free of charge, with hohotrade.com responsible for all shipping fees.
(3). You may return the dress to us for a full refund. We will also reimburse you for the cost of return shipping.
Dress is the size you ordered but does not fit
If the dress does not fit properly, but was made according to the specifications included in your order, please choose from the following options:
(1). You may go to a local tailor to have the dress resized (at your own cost).
(2). You may use our modification service to resize your dress. Contact us for a quote based on the complexity of the dress and the amount that needs to be altered.
Please be aware that if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
The settings of your computer screen may alter the color of the pictures shown on hohotrade.com. Slight color mismatches between the color of your dress and the color shown on screen may not mean the dress is defective or misshipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Women's Clothing and Cashmere Store
All Women's Clothing and Cashmere Store Category items are designated as OSRM (Other Special Regulated Materials) and once sold will not be returned or exchanged except for quality issues, wrong color, or allergy problems.
We will offer refund and bear all return shipping fees. Products returned due to quality issues (Quality issues include damage and faulty goods) must be returned within 7 days of receiving the item and must be in brand new condition, unused and with original tags.
Please also explain why you want to return the products.
We will exchange your product if the purchased product does not match the color you ordered (perceived color differences due to your computer monitor display will not be exchanged).
We will exchange your product if the product received does not much the item ordered.
Attention: All return & exchange items must be returned in 7 days. The return and exchange may be made only if your product is eligible. (Please see list below) We reserve the right to refuse the return & exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, the tags removed, or the item deemed unacceptable for return & exchange, we reserve the right to return to you any unacceptable pieces. All packaging for product must be intact and not damaged in any way.
Requesting an Exchange
1. Your original order number (This is very important).
2. The reason for your exchange and the replacement style name, number, and color of your replacement piece.
3. Your shipping address and phone number.