At Perla Novia, a bridal atelier based in California, every gown is prepared especially for its bride. This policy explains, clearly and simply, how cancellations, exceptions and refunds work. Last updated: October 24, 2026.
Made to Order: All Sales Are Final
Because each gown is made to order, all sales are final. Your gown is prepared in your chosen size and color after you order, which means we are unable to resell it. For this reason, returns or exchanges for change of mind, fit preference, or style preference are outside our policy. We warmly encourage you to review our Size Guide and to write to us before ordering if you have any questions about fit.
24-Hour Cancellations and Changes
You may cancel your order for a full refund, or change your size or color, within 24 hours of placing your order, before your gown enters preparation. Simply email info@perlanovia.com with your order number. Cancellations are refunded in full to your original payment method.
Exceptions: Damaged, Defective or Incorrect Items
If your gown arrives damaged, defective, or is not the gown you ordered, we will make it right. Please contact us within 7 days of delivery.
How to Request Help
- Email info@perlanovia.com within 7 days of delivery with the subject line “Order Help” and your order number.
- Include clear photos of the gown, the issue (damage, defect or incorrect item), the label, and the packaging.
- Our team will reply within 1–2 business days with next steps.
- If a return is needed, we will email you a prepaid return shipping label. Please send the gown unworn, with its original tags and packaging.
Resolution Options
- Replacement: we prepare and ship a replacement gown at no extra cost.
- Refund: a full refund of the item price to your original payment method.
Return shipping is covered by us for any damaged, defective or incorrect item: we provide a prepaid label.
Refund Processing Times
Once your request is approved (and, where applicable, the returned gown is received), refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few additional days to display the credit. Approved cancellations within the 24-hour window are refunded within the same time frame.
Contact Us
Perla Novia · California, United States
Email: info@perlanovia.com
We reply within 1–2 business days. You can also reach us through the chat on any page.