International Orders FAQ
After Sales Questions
When can I expect delivery of my purchase?
Normally, it will take us around 13-15 working days to tailor your dress. Shipping time will differ according to the shipping method you choose. However, the product will take about 3-5 days to be delivered. Or, if you are urgent, we can also make the wedding gown within a required time for you. But you need to pay extra fee.
Why are your prices so low?
We are an experienced wedding dress manufacturer. All the wedding dresses are directly made by our factory without any intermediaries. Since we are not a retail shop or agent, there is no extra cost for renting shops. Thus we can offer competitive prices for your wedding dresses.
Can I cancel my order and change a wedding dress after payment?
If you need to cancel the order ,please contact with our customer service person to check the details. Therefore please check detailed info like dress item, color, size and other special requirements when placing the order.
If you need to change style, also please contact with our customer service person. And the cost according to the state of you order. If we had not arranged your order, we can change the style for free, if we had arranged the order, you will bear the cost.
What is your refund policy?
If you contact us within 36 hours after receiving your payment, 70% of the cost will be refunded into your account within 3 business days (e.g. your total order amount is ￡200, we will refund you ￡140) If you contact us within 48 hours after we receive your payment, 50% of the cost will be refunded into your account within 3 business days (for example, your total order amount is ￡200, we will refund you ￡100) If you contact us within 72 hours after we receive your payment, 30% of the cost will be refunded into your account within 3 business days (e.g. your total order amount is ￡200, we will refund you ￡60)
Can you make a dress if I send you a picture?
Yes, we can! Please email us the picture of the outfit that you want made with as much detail as possible to this address. Our expert tailors will review it carefully and reply to you as soon as possible with a reasonable quote including the shipping cost.
When can I expect to receive my dress after ordering it online?
We will send you an order confirmation email after receiving your payment and order for you to re-confirm all your order details, including order style, colour, size, and shipping details. When we receive your confirmation details, we will start to make your dress, which will take about 15-20 working days (please pay attention, working days exclude normal weekends and holidays). When we ship your order, we will send you tracking number for you to track your order in person.
All dresses are shipped by air express company, e.g. EMS, TNT, DHL, UPS or FedEx, we will send you an email when we ship your order so that you can track your purchase.
Can I get a discount when I order in bulk?
Yes, definitely you can! Purchase in bulk is always welcome!
Please contact us with more details such as styles and quantities so that we can offer you the best price to build our long term business relationships!
Do I need to pay for taxes and duties?
You may need to pay taxes and duties according to the country you live in
What happens if my dress is damaged or lost during transit?
When you receive your parcel, please check the contents before you sign for it. If there is any damage to the parcel, contact the courier before signing for it. If there is any damage to the dress, please contact our customer services. We promise to help rectify the situation.
If your parcel is lost, you should contact the shipping company that was delivering your parcel as they will either try and find the parcel or compensate you.
International Orders FAQ
We accept Euro, GBP, USD, AUS. You can use the currency changer to view the prices in your preferred currency. Your total costs will be calculated in your preferred currency. However, exchange rates are checked and adjusted multiple times during a 24-hour period. So if you leave your Shopping Bag and complete your transaction later, the total amount may change according to the exchange rate at the time.
We accept Paypal and Western Union.
You can contact our customer service at: email@example.com
Please refer to our Return & Exchange Policy;
After Sales Questions
You can contact our customer service department at firstname.lastname@example.org . It would be helpful if you have photos of the purchase to show us exactly what the problem is.
Once you have contacted our customer service department and we agree to give you a refund or exchange, they will give you an address and return code. If you do not use this return code we have the right to reject the returned package. If the purchase is not in the same condition before shipping it to you, for example if it looks like it has been worn or has stains, then we will refuse to refund you this dress. We advise you to send the purchase back via the post office otherwise you might be asked for additional taxes.
When we receive your purchase, we will decide whether we can give you a refund according the conditions of our refund policy. If we agree to refund, our customer service will contact you. Please not that if your order is not in the same condition as it was before shipping to you, i.e. stained or it seems worn, then you will not be refunded.
If we have made the mistake, then we will pay for the shipping fee. However, if it is not our fault, then we will not pay for it.
Your dress will have been packed by the shipping company, therefore it is more that likely that it will be creased during transit. This is true of anything you buy from any online clothing company. Before wearing the garment, we advise all customers to get the garment professionally pressed or steamed. To minimize the creases in the dress, we also sell a box to pack the dress in for an extra charge. You can choose this option at the checkout.