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  • 1. Can i return a standard/custom size wedding dress or formal dress?
    Yes, standard or custom size dresses are eligible for return However, because they are made-to-order dresses we will issue a refund with a charge of 20% of the item cost for materials, restocking and handling fee. Note: Shipping cost (if paid) are non-refundable. see more details i the page: Returns & Refunds
  • 2. What is a made-to-order dress?
    It's a drees not ready to ship and not in the inventory, it means that from the moment of the order confirmation, a production process is starting: from sourcing fabrics and materials, pattern creation, cutting and sewing, fittings and alterations, embellishments and details, finishing touches, quality control packaging and delivery. Note: All of our dresses are all made to order.
  • 3. What is better to order a custom size or a standard size?
    A custom size is always the better choice, it will give you the best result, how? the size will fits you right to begin with. by ordering a custom size, you eliminate the possibility of the dress not to fit to your special size, and you really can see if it's fits you. it's better experience then to go to a store, and the return conditions are the same as a standard size dress.
  • 4. How do i measure myself for a custom size dress?
    you can use a tailor, or measure yourself with a measure tape, it's very easy using the video/photo guides in the page: SIZE GUIDE WEDDING DRESSES
  • 5. How much time it takes to the dress to be delivered?
    for 80% of the dresses it takes about 12 - 14 working days to process and 3 - 5 working days shipping time. in some cases with detailed dresses or ball gowns it can take 18 - 24 working days to be delivered. in high seasons around February and November with a high volume of work it can take more time, but we will notice and ask you for an approval. * the shipping windows are estimated and delivery dates cannot be guaranteed.
  • 6. The dress arrived with wrinkles, what do i do ?
    Normally (and especially with satin made dresses) during the packaging and delivery stages the dress get wrinkles. what we recommend to do, is to use a steamer. here is a video guide: How to steam a wedding dress & veil (
  • 1. Do I need an account to place an order?
    No, However, if you register, you’ll enjoy the following benefits: 1. Review past purchases 2. Track your orders 3. Option to save your address and card details to shop quicker in future.
  • 2. I can’t sign into my account, what should I do?"
    If you receive a message that says your email address/password isn’t recognized, follow the steps below: > Make sure you are using the same email address and password you registered with – you may have more than one account so please check > Check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly > If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account. If you still can’t sign in, please contact us giving as detail about the issue.
  • 3. I’m having trouble placing an order, what should I do?"
    Firstly, please close your browser, re-open it and try again You may also need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, go to privacy policy). We suggest that you sign in before deleting your cookies, otherwise the items in your bag or saved items list may disappear. On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’. We also suggest that you use one of the browsers that are fully supported on the website including IE, Chrome, Safari or Firefox. If you’re still having problems, please contact us giving as much detail as you can about the issue including: which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.). what you’ve done so far to try to resolve it.
  • 4. How do I make a purchase?
    Shopping at is easy: browse by collection, add items to your shopping bag and follow the prompts at checkout.
  • 5. Can I amend / add or cancel an item from my order?
    We are unable to change orders once they have processed through our system. Regrettably this means we are unable to amend/add or cancel an item to/from your order. If you need to make any amendments to your purchase, please mail our Customer Care team as soon as possible and we’ll see what we can do.
  • 6. Why was my order canceled?
    There are various reasons why an order may have been canceled such as: Out of Stock Unverified information Payment declined Tech issues Incorrect address If your order was canceled, you should receive an email notification detailing the reason. Sometimes an order does not process – this could be due to two possible reasons: 1. The time lapse between ordering the item and confirming payment 2. The item changed to out of stock during the ordering process
  • 7. Can I change my billing address?
    For your financial security, we are unable to make any changes to the billing details after an order has been placed.
  • 8. Can my delivery address be changed?
    If the order has not shipped: then we can try to update your address, so long as the delivery country remains the same. We cannot change the delivery country. Please contact us urgently if you need to change your delivery address. If the order has shipped: we cannot change the delivery address.
  • 9. What do i do if my package has been “Returned to Sender”?
    We are unable to re-ship international orders. A refund will be issued once the package arrives back to us. Please note that this could take some time (maybe even a few weeks). If you still wish to purchase this item(s), please place a new order.
  • 10. I made a return and have not been refunded, what should I do?"
    A Refund can take between 3 to 5 business days for the funds to credit back to your original payment method as the below steps need to be followed: 1- Processing and inspection for refund approval 2- Authorization to finance department to issue refund 3- It can take up to 5 business days for the funds to credit back to your account Although we submit the refund to your bank immediately, your bank must still process the refund and apply it to your account. Processing time can vary between banks. Refunds might appear in the form of a reversal. In the case of a reversal, the original payment is removed from your bank statement, and a separate credit is not issued. Inside the authorization period, when you are refunded (either partially or in full), you might not see a line item on your statement for a refund because we adjust the capture amount for the charge when it settles. Should your refund not be processed within the 5 business days, please send us the order number for the returned package so that we can investigate further.
  • 11. Why is my return taking longer to process?
    Your return may take slightly longer to process because of technical and administrative measures in place to ensure the best customer service for you.
  • 12. What happens if I’m not home to accept my delivery?
    Courier Deliveries: If you are not in when your parcel arrives, the courier will usually try again, or will leave a card with details on how to pick up your order or rearrange delivery. We recommend you to visit the courier website (normally Royal-Mail in the UK) and there you have options for: redelivery in a selected date, to leave it in a safe place or with a neighbor.
  • 13. How can I see sizing information for my country?
    You can find an international size guide on the footer menu.
  • 14. What are the payment methods options?
    PAYMENT PRICES Prices are in GBP, to assist you there is a currency convertor in the upper menu. the prices are based on costs, taxes, charges, levies and exchange rates. If your bank's currency is not GBP, price may vary with exchange rates. PAYMENT METHODS - Debit / Credit cards, Apple pay, Google pay We accept the following debit and credit Cards:
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