Cancel & Change Order Policy

Last Updated: October 9, 2025

Store Name: Ilovetenn Store

Support Email: support@ilovetenn.com

Business Address: 5682 Willow Rd, Hendersonville, NC 28739, United States

Support Hours: 8:00 AM – 7:00 PM (EST), Monday – Saturday

At Ilovetenn Store, we understand that fashion is personal and plans can shift in an instant. Whether you’ve had a change of heart about the silhouette of a Maxi Dress, realized you selected the wrong shade for a Cocktail Dress, or simply need to update your delivery details for an upcoming Evening Gala, we aim to be as flexible as possible.

Our goal is to maintain a balance between providing world-class customer service and ensuring the lightning-fast fulfillment times our customers expect. To achieve this, we have established a clear framework for order modifications and cancellations. By completing a purchase at ilovetenn.com, you acknowledge and agree to the policies outlined below.

1. The Critical 4-Hour Adjustment Window

Efficiency is the cornerstone of the Ilovetenn experience. To ensure that your Formal + Evening Dresses reach you in time for your special events, our automated fulfillment system begins processing orders almost immediately after they are placed.

The 4-Hour Rule: You have exactly 4 hours from the moment your order is submitted to request a full cancellation or any specific modifications.

Why 4 hours? Once this window passes, your order is electronically transmitted to our warehouse team in Hendersonville. At this stage, garments are picked from inventory, undergo final quality inspections, and are securely packaged for transit. Once an order enters the "Processing" or "Packing" stage, it becomes physically and logistically impossible for our team to retrieve and modify a single package out of hundreds in the daily queue.

Verification: The timestamp on your incoming email to support@ilovetenn.com will be used to verify if your request falls within this 4-hour eligibility period.

2. Types of Changes You Can Request

During the 4-hour window, our support team can assist you with the following adjustments:

Size & Color Swaps: If you realize you’ve selected a Medium but truly need a Large, or prefer the Emerald Green over the Midnight Blue for your Cocktail Dress, we can swap the items provided they are currently in stock.
Quantity Adjustments: Adding an extra Casual Dress to your order or removing an item you no longer require.
Shipping Address Corrections: Fixing typos, adding missing apartment numbers, or changing the delivery destination entirely.
Full Cancellation: Rescinding the order for a 100% refund to your original payment method.

3. How to Submit a Modification Request

To ensure your request is seen and acted upon before the window closes, please follow these steps:

Email Us Immediately: Send an email to support@ilovetenn.com.
Clear Subject Line: Use a subject line like "URGENT: Change Order #[Your Order Number]" or "CANCEL Order #[Your Order Number]".
Required Information:
- Full Name used for the purchase.
- Your Order Number.
- A specific description of the change (e.g., "Please change the size of the Maxi Dress from Small to Medium").

Our team monitors the inbox during our support hours (8:00 AM – 7:00 PM EST, Monday – Saturday). If you send an email outside of these hours, we will process it in the order it was received as soon as we reopen, provided the timestamp shows it was sent within 4 hours of the order placement.

4. Limitations After the 4-Hour Window

Once the 4-hour window has expired, the following terms apply:

No Guarantees: While we always strive to help our customers, we cannot guarantee any modifications to the order content or shipping details after the 4-hour mark.
In-Transit Orders: If your order has already been picked up by the carrier (USPS, FedEx, or UPS), we have zero technical ability to stop or change the shipment.
Standard Return Process: If you were unable to cancel or change your order in time, you must wait for the package to arrive and then follow our Return & Refund Policy. Please note that in these cases, the customer is responsible for return shipping costs.

5. Shipping Address Responsibility & Accuracy

Providing a complete and accurate shipping address is strictly the customer's responsibility. High-end fashion delivery requires precision to ensure your dress arrives safely.

Accuracy Check: Please double-check your street name, unit/apartment number, and zip code before hitting "Complete Purchase."
Delivery Errors: Ilovetenn Store is not liable for delays, losses, or additional costs resulting from an incorrect address provided at checkout.
Reshipping Fees: If a package is returned to our Hendersonville facility because it was "Undeliverable as Addressed," the customer will be charged a $6.99 reshipping fee to send the package to a corrected address.
Carrier Redirection: Once a tracking number is issued, Ilovetenn cannot redirect your package. You may attempt to contact the carrier directly to request a "Package Intercept," but any fees associated with that service are the responsibility of the customer.

6. Order Cancellations by Ilovetenn Store

On rare occasions, Ilovetenn Store may find it necessary to cancel an order. This may happen due to:

Inventory Errors: If a specific Evening Dress is found to be out of stock or fails our final quality inspection.
Payment Discrepancies: If our fraud detection system flags a transaction as high-risk.
Shipping Restrictions: If the provided address is in a region we currently cannot service.

In the event that we must cancel your order, you will be notified immediately via email and issued a full refund.

7. Our Commitment to Your Satisfaction

We pride ourselves on the beauty of our collection and the efficiency of our service. Our support team handles every request with care, empathy, and professionalism. We understand the excitement of a new purchase and the stress of a mistake; we are here to make your shopping experience as smooth and worry-free as possible.

Contact Our Team: