Last updated: 28 August 2026

At Ozelle Studio, we want you to feel confident when purchasing your dress. Because wedding and occasion dresses may be either standard-sized or specially made for you, different return rules apply depending on the type of purchase.

This policy applies to purchases made through ozellestudio.com and is intended to comply with applicable consumer protection legislation, including the EU Consumer Rights Directive (2011/83/EU), as implemented in Latvia.

Nothing in this policy limits any mandatory rights you may have under applicable consumer law.

1. Your Right to Cancel a Standard Online Purchase

If you are a consumer purchasing a standard-sized, non-customized, off-the-rack dress online, you generally have the statutory right to withdraw from the distance contract without giving a reason.

Under the applicable EU consumer protection rules, the withdrawal period is 14 days.

The 14-day period generally begins on the day you, or a person you designate other than the carrier, physically receive the goods.

You may exercise your right of withdrawal by notifying Ozelle Studio within the applicable 14-day period. You do not need to provide a reason for the cancellation.

To exercise your right of withdrawal, please contact us by email and clearly state that you wish to cancel or return your order. Please include your order number and the details of the item concerned.

2. How to Request a Return

Before sending anything back, please contact us by email so that we can confirm the return instructions.

Your return request should include:

Order number
Product name
Reason for return, if you wish to provide one
Your contact details

Once we have confirmed the return, the item should be sent to:

Ozelle Studio
Peitava iela 5
LV-1050, Riga
Latvia

If you are returning an order using Omniva, please contact us before sending the parcel so that we can provide the appropriate return instructions.

3. Condition of Returned Items

Returned items must be handled with reasonable care and returned in substantially the same condition in which they were received.

For a standard-size dress returned under the statutory withdrawal right, you may inspect and try on the dress to the extent necessary to establish its nature, characteristics, and functionality, in the same way you would reasonably be able to do in a physical store.

The dress must not be worn for an event or otherwise used beyond what is reasonably necessary to inspect and try it on.

Please return the dress together with:

Original tags and labels, where applicable;
Original packaging, where reasonably possible; and
Any accessories or other items supplied with the dress.

If the value of the product has been reduced because it has been handled beyond what is necessary to inspect and try it on, we may be entitled to make a corresponding deduction from the refund to the extent permitted by applicable law.

Some categories of standard-sized, non-customized, off-the-rack dresses can be shipped with a security tag and in that case to prevent the use, but to allow you to try at home and see if you want to keep it or return. However, in these cases, the product tag can't be removed or broken for any reason.

4. Pet Exposure and Cleanliness

Our dresses are maintained in a clean, allergen-conscious environment. We therefore ask customers to try on dresses in a pet-free environment.

Please ensure that returned dresses are free from pet hair, strong odors, stains, dirt, makeup, perfume, or other signs of use.

Where a returned item has been used beyond what is permitted under applicable consumer law, or has been damaged or materially soiled, Ozelle Studio may be entitled to deduct the resulting loss in value from the refund.

Where an item has been returned in a condition that makes it unsuitable for resale, we may, where permitted by applicable law, return the item to the customer and/or withhold an appropriate amount from the refund.

5. Custom, Bespoke & Made-to-Measure Dresses

The statutory 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized, in accordance with Article 16(c) of Directive 2011/83/EU and applicable national legislation.

This means that dresses made specifically for you cannot normally be cancelled or returned simply because you have changed your mind.

This exemption may apply to, for example:

Dresses made from scratch using your individual body measurements;
Made-to-measure or bespoke dresses;
Dresses produced according to measurements such as bust, waist, hips, height, or other individual dimensions;
Dresses that have been altered specifically for you;
Dresses with personalized fabric or material selections;
Custom sleeve lengths or other design modifications;
Special or unique dye colors;
Personalized embroidery or other decorative details; and
Other modifications or specifications that make the product clearly personalized or unsuitable for resale as a standard item.

If you are considering a custom or personalized order and are unsure whether it qualifies as a customized product, please contact us before placing your order.

6. Standard-Size Dresses Are Different

The fact that a dress is intended for a wedding, party, or other special event does not by itself remove the statutory right of withdrawal.

If you purchase a standard-sized, non-customized, off-the-peg wedding or party dress online, the normal statutory 14-day withdrawal right generally applies.

For example, if you purchase a standard-size dress from our online store without requesting any personalized measurements, alterations, or design modifications, you may exercise the applicable statutory withdrawal right within the required period.

7. Alterations and Personalized Modifications

If a standard-size dress is subsequently altered or personalized at your request, the right of withdrawal may no longer apply to the extent permitted by applicable law.

This can include alterations or modifications such as:

Changing the length;
Adjusting sleeves;
Modifying the neckline;
Adding or removing design elements;
Personalized embroidery;
Custom dyeing;
Other requested alterations; or
Producing the dress according to individual measurements.

Please make sure you are satisfied with the requested specifications before confirming a personalized or altered order.

8. Sizing & Measurements

Different designers and manufacturers may use different sizing systems. A size from one vendor may not correspond to the same size from another vendor.

Customers are responsible for reviewing the specific size chart applicable to the dress before placing an order.

If you are unsure about the correct size, we strongly recommend contacting Ozelle Studio before ordering. We are happy to assist you with sizing and available options.

For made-to-measure orders, customers are responsible for providing accurate measurements and information.

Ozelle Studio cannot be held responsible for fit issues resulting from:

Incorrect measurements supplied by the customer;
Selecting an incorrect standard size;
Changes in the customer's body measurements after the order has been placed; or
Expecting a change in size or body shape before the event.

We cannot guarantee that a standard-size dress will fit if your measurements change after the order has been placed.

Additional alterations required because of changes in the customer's measurements are the customer's responsibility, unless the issue is caused by a defect or other circumstance for which Ozelle Studio is legally responsible.

9. Sale, Sample & Promotional Items

Unless otherwise required by applicable law, items purchased as sample dresses, sale items, or through special promotional/sample sales may be subject to specific return conditions communicated at the time of purchase.

The applicable return terms will be provided before or at the time of purchase.

Any statutory consumer rights that cannot legally be excluded remain unaffected.

10. Items That Cannot Be Returned

In addition to customized and personalized products described above, we may be unable to accept a return where the product has been:

Worn for an event or occasion;
Damaged through use or improper handling;
Soiled or stained;
Exposed to strong odors, perfume, smoke, or similar substances;
Returned with significant pet hair or other evidence of pet exposure;
Altered or modified without our authorization; or
Returned with missing components, accessories, or labels, where this has resulted in a reduction in value.

Where the law provides a statutory right of withdrawal, the above conditions will be applied only to the extent permitted by applicable law.

11. Return Shipping Costs

When exercising the statutory right of withdrawal, the customer is generally responsible for the direct cost of returning the goods, unless Ozelle Studio has agreed otherwise or applicable law requires us to bear those costs.

We recommend using a tracked or registered delivery service and retaining proof of postage.

Ozelle Studio cannot be responsible for parcels that are lost or damaged while being returned to us when the customer has arranged the return shipment.

Original delivery charges will be handled in accordance with applicable consumer law. Where the law requires a refund of the standard delivery charge, this will be included in the refund. Any additional cost resulting from choosing a more expensive delivery method is generally not refundable.

12. Refunds

Once a valid returned item has been received and inspected, we will process the applicable refund without undue delay and within the timeframe required by applicable law.

For statutory withdrawals, refunds will generally be made using the same payment method used for the original transaction, unless otherwise agreed with you.

We may, where permitted by applicable law, withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.

Where a deduction for diminished value is legally permitted, the applicable amount may be deducted from the refund.

13. Exchanges

If you would like to exchange a standard-size item for another size or product, please contact us before sending the item back.

An exchange may be possible depending on product availability. If an exchange cannot be arranged, you may exercise your statutory withdrawal rights where applicable and place a new order.

Customized, personalized, and made-to-measure products cannot generally be exchanged simply because of a change of mind or sizing preference.

14. Faulty, Damaged or Incorrect Items

This Returns & Refunds Policy does not affect your statutory rights in relation to faulty, defective, damaged, or incorrectly supplied products.

If you receive an item that is defective, damaged in a way that was not caused during return shipping, or different from the product you ordered, please contact us as soon as possible with your order number and, where appropriate, photographs showing the issue.

We will assess the matter and provide an appropriate remedy in accordance with applicable consumer protection legislation.

15. Event Dates & Ordering in Advance

Wedding and occasion dresses may require significant production and delivery time.

We strongly recommend placing your order sufficiently in advance of your event to allow time for:

Production;
Shipping;
Customs processing, where applicable;
Fitting;
Alterations; and
Any unforeseen delays.

Customers should not rely on the minimum statutory withdrawal period as additional time for event preparation.

For custom and made-to-measure orders, please allow adequate time for production and any necessary fitting or alterations.

16. Contact Us

To request a return, exercise your right of withdrawal, or ask any questions about this policy, please contact Ozelle Studio before sending your item back.