FAQs
Order & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal. All payments are processed through secure encrypted checkout.
Can I modify or cancel my order after placing it?
Order changes or cancellations need to be submitted by email. The refund percentage depends on how much time has passed since your payment. Once the goods have been shipped, orders cannot be cancelled. Please review our full Return & Refund Policy for cancellation‑related rules.
When will I receive my order confirmation?
You will get an order‑confirmation email immediately after successful payment. If you cannot find it, please check your spam or junk mailbox.
Size & Custom‑Made Gowns
How do I choose the correct dress size?
Please refer to the size chart displayed on each product page. We recommend measuring your bust, waist, hips and height, and select size based on your real‑body measurements instead of your usual clothing size. If you fall between two sizes, we suggest you pick the larger size.
Do you provide custom‑size or custom‑color service?
Yes, most of our formal gowns support custom‑size and custom‑color service. You can submit your measurements or color requirements in order notes during checkout. Please note custom‑made gowns belong to final‑sale items and cannot be returned unless manufacturing defects occur upon arrival.
Why does the real‑world dress color look slightly different from website photos?
Minor color difference may be caused by screen calibration, lighting conditions and fabric material characteristics. We try our best to keep photos true‑to‑life, but 100% color match across all displays cannot be guaranteed.
When should I place my order for my upcoming event?
We suggest you place your order at least 4‑6 weeks before your event date. This reserves enough time for production, shipping, and possible minor local alterations.
Shipping & Delivery
What is total delivery time for my gown?
Total delivery = processing time + shipping transit time. Normal gowns take 5‑7 business‑day processing. Complex hand‑made gowns take 10‑15 business‑day processing. Standard or expedited shipping adds extra transit days. Please read our Shipping Policy for full details.
How can I track my parcel?
Once your order has shipped, we will send the tracking number to the email address used during registration. You can also enter the email address and order number used when placing the order on our Order Tracking page, or contact customer service to obtain tracking information.
Will I need to pay customs duties for international delivery?
International shipments may generate import duties or brokerage fees determined by your local customs authority. These fees are the responsibility of buyer. Customs inspection may also bring unpredictable delivery delays.
Do you offer free shipping?
Yes, free‑shipping service applies for all orders over $199 USD. We also provide standard shipping and expedited shipping options with different rates and lead‑times.
Return, Refund & Quality
Can I return my dress if it does not fit or I change my mind?
For standard‑size gowns, you may submit return requests within 14 calendar‑days after receiving your package. Gowns must stay unworn, unwashed and keep all original tags intact. Custom‑made items are not eligible for return for fit‑related reasons. Return‑shipping cost and restocking fees may apply. Please check Return & Refund Policy for complete terms.
What do I do if I receive damaged or defective goods?
Please email our support team within 7 days after delivery, attach your order number and clear photos showing defects. Our team will evaluate and work out a solution for you.
How long will it take to get my refund approved?
Once we receive and inspect your returned eligible gown, we initiate your refund within 7 working days. Additional processing time from your bank or card issuer will be required.
Do you support direct product exchanges?
We do not offer direct exchange service. If you need another size or style, please return the eligible item for refund and make a brand‑new order for your ideal gown.
Support & Other Questions
How quickly will customer‑service reply my email?
We normally reply emails within 24 working‑hours during GMT+8 working days. Responses may be delayed on weekends, holidays and peak‑order seasons.
Where can I read all official store policies?
You can review our full About‑Us, Shipping Policy, Return & Refund Policy, Privacy Policy and Terms of Service on corresponding site pages.
Still have questions?
Feel free to visit our Contact‑Us page to send your inquiry to our support team.