Return Policy

At Ena Eskander, we strive for your utmost satisfaction with your purchase from our online dress store.

Please note that all customized dresses are made to order and are not eligible for return or exchange. This includes dresses that have been altered, modified, or personalized to fit your specific style or preferences.

All videos and pictures on our website and on our social media accounts are real. The dress you will receive is exactly like pictured.

Only in case you receive the wrong item or it was damaged by arrival, we accept returns for exchange or a shop credit.
To initiate a return, please contact our customer service team within 3 days of receiving your dress to obtain a return authorization number. We only accept returns of items in their original condition. For any returns or exchanges, please ensure that the items are unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags and other intact attachments.

Once we receive your returned dress and verify its condition, we will send you an exchange dress if we have a dress in stock or send you the shop credit number.  Please be aware that we cannot accept returns for dresses that have been worn, damaged, or altered in any way.

If you have any questions or concerns about our return policy, please don't hesitate to contact our customer service team. We are here to assist you and ensure your complete satisfaction with your purchase.

To avoid any issues, please carefully double-check your order details (size, color, style) before placing the order, as our goods are processed according to the requirements in your order. All placed orders are subject to our return policy.

Items That Cannot Be Returned:

- Customized items (custom color, custom size, or custom style) are considered final sale items and may not be returned or exchanged.
- Sale or discounted sale items are final sale items.
- Please note that we do not accept any returns or exchanges without prior confirmation.

Sizing or Fitting Issues:

As all of our dresses are hand-sewn and custom-tailored, our tailors have included additional fabric in the side seams to allow for minor alterations. If you are not completely satisfied with the fit of your dress, we recommend seeking the assistance of a local tailor for adjustments or ensuring accurate measurements are provided initially.

Please understand that if the items fit properly according to the specifications you requested, but do not fit your personal preferences, they cannot be returned or exchanged. We suggest seeking a local tailoring service at your own expense. Please note that if your order specifications significantly differ from the final sizing request, re-sizing may not be possible.

Defective, Damaged, or Mis-Shipped Items:

For defective, damaged, or mis-shipped items (items that were not the ones ordered), the issue must be reported within 3 days of receiving the shipment. Please provide credible pictures or videos showing the defect, damage, or proof of mis-shipment during your return request. Once verified, you can return the items with our authorization. Return shipping fees will be paid by you.

You will receive a replacement or shop credit for defective, damaged, or mis-shipped items. Please note that shipping and handling fees will not be refunded for any returns.

Order Changes and Cancellations:

Our order and shipping systems are designed to process and ship orders quickly and efficiently. It's important to note that our dresses are made to order, and the tailoring process begins as soon as an order is placed and paid for.

If you would like to cancel or make changes to your order, please notify us within 24 hours of placing your order. For any changes you request, corresponding fees may be charged.

Thank you for your interest in www.enaeskander.com . We are flattered that you are considering us for your special day! If you have any further questions, please get in touch. We are happy to help!