Exchange policy

Chateau offers an exchange and alteration policy applicable with the following conditions:

Exchanges

Items purchased based on the standard size chart (XS–XXL) are eligible for exchange to a different size of the same item or to a different item, subject to availability.
Exchange requests will only be approved after a full inspection of the returned item. The item must be in the exact same condition as it was sent, with all original packaging intact, including tags, hanger, and dust bag. Items showing any signs of wear, such as perfume, makeup, or damages, will not be accepted.
Shipping costs for exchanges are the responsibility of the customer.
Customized items ordered based on customer-provided measurements are not eligible for exchange under any circumstances.

Alterations (Applicable to All Items )

All items are eligible for one complimentary alteration if the request is made within 30 days of receiving the order.
If the alteration is required due to incorrect measurements provided by the customer, the shipping costs will be covered by the customer.
If the alteration or replacement is required due to an error on our side (including incorrect measurements, sizing issues, or production faults), Chateau will cover all associated costs, including shipping.
Any additional alterations beyond the complimentary one will be chargeable, including shipping fees.

Alteration Request Timeline

Requests for alterations must be made within 30 days of receiving the item to qualify for the complimentary alteration service.

How to Request an Exchange or Alteration

To request an exchange or alteration, please contact us via WhatsApp and provide:

Your order number
A brief explanation of the issue
Clear photos of the dress showing the concern

Our team will review your request and guide you through the next steps.

Exchanges will only be accepted after a full inspection of the dress upon receiving it, to ensure there are no damages or signs of wear. Shipping fees for exchanges will be incurred by the customer. In cases where the exchange is not approved due to any signs of damage or wear, the item will be sent back to the customer, with the shipping fee borne by the customer.

Store Credit

If the customer chooses not to proceed with an immediate exchange, a store credit note may be issued once the eligible item has been returned.
Store credit notes are valid for 12 months from the date of issuance.

Refund Policy

Refunds are not permitted under any circumstances.