How can I check my order status?
If you want to track the status of your order, like where is your order, when you will receive your order, whether your order has been dispatched yet, please visit order status.
How is sales tax and/or VAT paid?
The product prices you see has already included such taxes and the final price you pay at checkout will be final. Note: please be aware that some countries may charge a customs import duty tax that you may have to pay, please check with your local customs office for further information. Please visit our customs & duties policy for details.
The dress price you wrote on the invoice is lower than the actual price,why?
For avoiding the custom tax,we always write a lower price on invoice so that the parcel can pass the custom without any extra. Otherwise, customers have to pay a high amount import custom tax.
How is our store different from other online dress stores?
Our store goes right to the source to purchase our beautiful gowns. The gowns we sell are of the same high quality as the designers sold in traditional salons and by other online retailers. Although we do not sell “designer” labeled gowns, you still get a beautiful bridal gown, without the designer price.
Why my shopping cart is cleared when checking out?
Our store needs your browser to enable cookies to process some data to shopping cart system. If you cannot add products to shopping cart or products are cleared when checking out, it may be the result that you have disabled the cookies. So just enable it and here are some tips on how to enable your cookies.
What if I would like to do some alterations on the dress, like adding the straps or changing the back style? Do I need to pay extra money?
Yes, you may need to pay extra if you require any alterations on the dress. But not always, so feel free to contact us.
I need my order urgently! Do you have this Dress in stock?
Unfortunately we tailor dresses from order to order therefore we do not have any dresses in stock. You can choose an earlier delivery date at checkout page if you need it urgently.
I like a dress, do you have any more pictures of it? Perhaps in different colors?
Unfortunately we only have the pictures displayed on our website.
Shipping & Payment
Where can you ship to?
We ship worldwide. There may be particular locations that we might require additional information to ship to, However, if such a rare event were to occur, we will get in touch with you ASAP.
How much will the shipping cost?
The shipping fee varies from country to country. It also depends on the weight of the items you order. You may place a test order to check the shipping fee.
How long is the delivery time?
Customized products: Standard receiving time (Count from the date when you pay successfully) = Processing time (around 9-15 days) + shipping time (around 3-8 days).
In stock products: Standard receiving time (Count from the date when you pay successfully) = Processing time (around 3-8 days) + shipping time (around 3-8 days).
If you need your order urgently, please choose an earlier delivery date at checkout page
What payment methods do you currently accept?
We currently accept payment via Credit Cards, Debit Cards, Paypal, Wersten Union & Bank Transfer. If your payment isn't shown at checkout, please contact us.
Why does my payment fail and how to solve?
If you choose the 3D credit card payment, please visit how to activate your auth code when pay the order.
I like a dress, but not its color. Can I choose a different color which is not shown on the product page?
You can choose on color from the color chart, or you tell us the color you want when you place the order, write the color and other requests into the "Note" field.
Other dress color answers
The dresses are custom-made according to our color chart.
- Due to lighting, computer screen settings, the fabric and camera the colors on the product page might differ from the color of the actual product, this is inevitable;
- If your product arrives in a very different color than advertised on the product page, please immediately take photos and contact us.
Is your size chart based on UK or USA standard? How is better to order right size?
Our size chart is made on our own, different from UK and USA size. You need to check our size chart to choose the right size. You may also refer to our measuring guide to see how to get professional measuring. If you have concerns about the size, we highly suggest you choose the custom size. Please get the professional measurements first and fill in the exact measurements when you place an order.
What if I would like the dress shorter? What measurements should I provide in the custom order fields?
You can give us a smaller Hollow to Hem size. Please kindly measure yourself carefully and choose a size that fits you most. We also suggest you tell us that you need the dress shorter in the "Note" column at the product page. Then we will know.
Whether or not I could get the dress to fit with being pregnant?
Yes, but it is suggested that you tell us your body size about a month ahead of the wedding. We can make the dress fit your body.
Can I change the size and color for my dresses after payment?
We can change the size and color for you but you may need to contact us within 12 hours after you complete the payment. If under tailoring, you can't change any more.
Return & Refund
What is your Return Policy?
Customers need to contact our Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or color error, you are qualified to get a full refund. However, if the item is not faulty or it is made in accordance with the size you ordered but does not fit, please note that we will NOT accept your returned item. Anyway customers bear the freight of returns. For the detailed return policy, please click here.
If I order this dress in a standard size, can i return it if it does not fit or if I just do not like it?
If we send wrong or unmatched dress, we will take all responsibility and give you a top solution to your best satisfaction. We are afraid that return without reason is not acceptable. So please measure your body precisely in accords with our website size chart. Each dress you order will be made from scratch totally according to your specifications. Our tailors will make the perfect dress for you.
Can I change the color or other details for a dress?
Please contact our customer support for this inquiry, many dresses can be changed to a certain extend while others are not available.
I want to have a few more changes made to my dress.
We allow our customers to make changes to a certain extend. If you have special requirements or questions regarding changes, please contact our customer representatives, they will be able to tell you the details on each product.
More specific measurements
You are more than welcome to add more specific measurements into the "Note" field while ordering your dress, this will ensure the best fit possible.
What kind of warranty or guarantee do you offer on your products?
We sell products that we believe to be of high quality and reliability. Before shipping each dress to customers, our QC personnel will do detailed check to ensure the high quality and Never on purpose send out damaged or faulty goods.
Some dresses are at a very low price, can you guarantee the quality?
We have our own factories, where our tailors make your dresses. There are no middle man’s afterwards, you buy it from us, we make if for you, we ship it to you. The strict control of the production process ensures that our dresses are made with high quality.
Does the quality differ between normal and rush orders?
No, the delivery time has no effect on the quality of your order. But we recommend you to buy earlier so you can have enough time to try on and make alteration.
How do I maintain my dress?
- Dress maintenance differs from Dress to Dress, the material, attached beads, small buttons, etc. you should maintain it according to that.
- Wet cleaning is a good way for wedding dresses, because some small attachments and decorations on the dress cannot withstand chemical dry-cleaning.
- After washing, let it dry thoroughly and store your dress in a cool and dry place.
- Do not hang up wedding dresses
The zipper is hard to zip up. What can I do?
The zippers we used are from YKK, they are excellent however sometimes need a little help to be flawless. Try using hard soap or any other lubricant that might fit this need. Do not use oil or other fat containing materials, they might leave stains on your dress.