Missacc
  • Home
  • Standard Return Policy
RETURNS & REFUND
Thanks for shopping with MISSACC.
If you're not completely happy with your order, we’re here to help. We provide a full refund, including shipping costs, for any items that are damaged, defective, or incorrect upon arrival. If you're unhappy with your purchase, please get in touch with us as soon as possible so we can sort out your return and refund.
Conditions for Return
1. Eligibility for Return

Returns are only accepted where permitted under this Return Policy and applicable law, including the Australian Consumer Law (ACL).

Made-to-measure, customised, or clearly personalised items are generally not eligible for return due to a change of mind, unless otherwise required by law.

This does not affect your consumer guarantees if an item is faulty, damaged, not as described, or incorrectly supplied.

2. Return Period

If you'd like to return an item, please notify us within the applicable return period. Where a 14-day return period applies, this means contacting us within 14 days of receiving your item, and sending it back within 14 days of getting in touch.

Please follow the return instructions provided by us.

3. Condition of Returned Items

For change-of-mind returns, items must be unworn, unwashed, unaltered and, where reasonably possible, have their original tags and packaging.

We reserve the right to reduce the refund to reflect any loss in value caused by unnecessary handling, use, damage or alteration, where permitted by law.

4. Sizing and Measurements

Customers are responsible for selecting the right size and providing accurate measurements.

For made-to-measure or customised items, we produce the item based on the details submitted with your order. We are not responsible for fit issues caused by incorrect measurements provided by you.

Fit preferences or minor adjustments do not necessarily mean the item is defective. Minor alterations may be needed to get the perfect fit.

This does not affect your mandatory rights under the ACL.

5. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or not as described, please contact our customer service team within 48 hours of delivery, providing your order number and relevant photos or videos of the issue. This helps us assess the issue promptly and arrange an appropriate remedy, which may include a repair, replacement, or full refund.

6. Return Instructions and Costs

All returns must be sent to the address provided by our Customer Service team. Please do not return items to the address on our website, shipping label or original package unless told to do so.

For change-of-mind returns, customers are responsible for return postage costs where permitted by law.

We recommend using a tracked shipping service and keeping your receipt and tracking details until the return is finalised.

7. Refunds and Shipping Charges

Returned items may be inspected upon arrival.

Approved refunds will be processed without undue delay, within the timeframe required by applicable law.

If applicable, refunds on original shipping charges will be capped at the cost of our standard delivery. If you chose Express Shipping, the extra cost won't be refunded unless required by law.

8. Statutory Rights

Nothing in this Return Policy excludes or limits your consumer guarantees under the Australian Consumer Law.

For All Standard/Custom Size Orders
MISSACC will provide a full refund, plus shipping costs, for any damaged, defective, or incorrect items. If you are unsatisfied, please send us photos of the order so we can process your claim.
If you simply change your mind, you must lodge your return request within 14 days of receiving your order (including weekends). It’s best to contact our customer service team as soon as possible to get this underway.
All undamaged returns must be sent back in original condition. We cannot accept worn, washed, altered, or damaged items. Please ensure original tags are intact. Returns that don't meet these criteria may not be accepted.
Once your return request is acknowledged, please allow up to 7 business days for processing. The time it takes for the funds to reach your account depends on your bank, usually taking between 7 to 14 working days.
Custom fit orders are tailor-made to your specific measurements. Because these are one-offs, we cannot resell them. Therefore, we do not offer returns or refunds for custom orders unless there is a genuine quality issue. Please double-check your colour, style, and measurements within 24 hours of placing your order.
If there is a quality issue, such as damage, please take photos and contact our customer service team within 48 hours. We’ll notify you once the request is reviewed, and a return or refund will be processed within seven days of us receiving and inspecting the item.
Original shipping fees and return postage are non-refundable. Any shipping discounts originally applied will be deducted from your refund total.
As our products are made to order, please review our size chart carefully before placing your order.
Non-Faulty Returns. We do not charge a fixed restocking fee. If you handle or use the item beyond what is reasonably necessary to inspect it, we may reduce your refund to reflect any loss in value resulting from such handling, use, damage, or alteration.
Condition of Returned Items: Items must be returned unworn, unwashed, unaltered and, where reasonably possible, with their original tags and packaging. We reserve the right to reduce the refund to reflect any loss in value resulting from handling, use, damage, or alteration beyond what is reasonably necessary to inspect the item.
How can I cancel my order?
We understand that ordering a dress for a special occasion is an important decision. As our dresses are made to order, certain dresses made to your specifications, made-to-measure, customised at your request, or clearly personalised, whether a cancellation can be accepted will depend on the stage of production and the terms applicable to your order.
Cancellation Policy
- Orders cancelled within 24 hours of payment: Full refund of item price + shipping.
- Orders cancelled 24–72 hours after confirmation: 80% refund of item price + shipping.
- Orders cancelled 72–120 hours after confirmation: 50% refund of item price + shipping.
- Orders cancelled after 120 hours: Refund of shipping fee only.
- Once your order has shipped, it cannot be cancelled.
Note: Once your order has been shipped, please refer to our Return Policy for information on returns and refunds.
For All Style/Size Selection Orders
Please understand that our dresses are made to order, which means each dress is prepared specifically for your order. To help reduce unnecessary production and environmental waste, we do not recommend placing multiple orders solely for the purpose of choosing one item to keep. Our cancellation, return and refund rights are subject to this policy.
Adjustments And Reimbursements
If you wish to keep your order and make your adjustments, we can offer you a compensation. We understand that sometimes, some minor adjustments might need to be made to your order to get the perfect fit. Hence, we offer limited alterations reimbursement for all dresses. This includes both standard sizes and custom-made dresses. All you need to do is forward us a copy of the tailor's receipt and your order number. Here are our reimbursement limits for custom fit order dresses in USD:
For all dresses valued $99 or less - Reimbursement limit $20
For all dresses valued $100 - $159 - Reimbursement limit $30
For all dresses valued $160 - $199 - Reimbursement limit $40
For all dresses valued above $200 - Reimbursement limit $60
Return Process
1. Contact our customer service team via our website to let us know which items you wish to return and why. We cannot accept returns sent without prior consultation. You can reach us at
2. Once you have our instructions, pack the items securely in their original packaging.
3. Drop your parcel off at your local post office.
4. Most returns are processed within 10 business days of arriving at our warehouse. We’ll refund you via your original payment method. You’ll get an email confirmation once done. If you believe that the item differs materially from the measurements or specifications provided in your order, please contact our Customer Service team so that we can review the issue and determine an appropriate solution.
5. Return address: Missacc, Jewelry Town, Guangzhou, Guangdong, China 511400
Refund Policy Overview
Refunds exclude original shipping fees, rush fees, and any taxes.
Return shipping costs are the responsibility of the customer.
Refund Timeline:
Returns are processed in 4-6 business days after reaching our warehouse; funds appear in your account in 3-10 business days, depending on your bank.
Sizing And Fitting Issues
To allow for minor adjustments, our tailors include extra fabric in the seams. Finished gowns may vary by approximately one inch from the specified measurements, giving you a little flexibility to have the dress tailored for a perfect fit.
Size Deviation
If your dress varies by more than one inch from your order specs, we encourage you to see a local tailor. We offer limited alteration reimbursements for this. Please ensure you get a receipt from your tailor, as this is required to process your reimbursement claim.
Colour Mismatch
Regarding colour variations, please note that slight differences can occur due to screen and mobile device settings. However, if you believe the colour materially differs from the colour shown or specified in your order, please contact Customer Service so that we can review the issue and determine an appropriate remedy.
Hand-Made Issues
Most of our dresses are handmade by our experienced tailors so there might be some issues during the customization.
As our dresses are handmade, minor variations or finishing characteristics may occur during production and do not necessarily constitute a defect.
If you believe the item has a material manufacturing defect or otherwise does not conform to your order, please contact Customer Service so that we can review the issue and provide an appropriate remedy.
We have some tips for you to deal with the issues.
1. Threads. Use scissors to cut it, please be careful.
2. Creases. Iron the clothes. Please iron the opposite side (inner side) of the clothes with beads, embroidery or other embellishments
3. Slight Mark. This is mainly caused by tailors when using a water erasable pen for tailoring. It's easy to clean by gently rubbing with water.
4. Odor. Some certain fabrics will have a slight acetic acid smell after being specially dyed. You can pour a proper amount of clean water into the washing basin, add two spoons of white vinegar and half a bag of milk, soak the dresses for ten minutes and then rinse them with clean water.
Exchange Policy
Want to swap your dress for a different size or style? Unfortunately, we don't offer an exchange service. Since all our dresses are made to order, we don't hold stock to facilitate swaps. If you need something else, please return your current item and place a new order.