Welcome to our store
HELP / FAQS
If you have a question, please consult our list of frequently asked questions before reaching out for assistance.
delivery & shipping
Do I need to pay for shipping?
How long will my order take to arrive?
Can I change my shipping address after payment?
Can the package be delivered to my door?
How can I track my shipment status?
Tracking shows delivered but I haven’t received my parcel.
Standard shipping is free. Extra expedited delivery fees apply, exact charges shown at checkout.
Standard shipping takes 7–15 business days; expedited shipping arrives in 3–6 business days.
Refer to shipping info on checkout page for estimated delivery time.
For orders that have not yet been shipped, you can contact customer service to change the shipping address. Please contact customer service within 48 hours if possible.
Once the package has been shipped, the address cannot be changed.
Yes, door-to-door delivery is available.
Enter your order number on our tracking page. Tracking number will also be sent to your registered email.
Couriers may leave parcels beside flower beds, stairwells or with neighbors. Check those areas first, then contact support immediately if missing.
product & size
How to pick the perfect dress size?
How do I care for my dress?
Can I change dress size, color or style after ordering?
Are the dress photos true to color?
Can I customize the length, neckline of the gown?
What fabric are the dresses made of?
How to place a custom order?
Why do custom sizes/colors cost more?
Follow the measuring guide on our size chart page. Product pages note if sizing up is recommended for certain fabrics.
View full laundry & care instructions on our dedicated care guide page.
Unproduced dresses: contact support within 24 hours to adjust size/color. To switch to another style, return for refund and reorder. No modifications allowed for fully manufactured gowns.
Minor shade differences caused by screen displays are unavoidable.
Custom tweaks to neckline, sleeves and back design require application & confirmation with customer service.
Fabric composition is clearly listed on each product detail page.
Select custom size/color options directly on product pages. For advanced custom changes (neckline, sleeves, back cut), submit a request and confirm details with support.
Standard sizes & colors are stocked ready-made. Custom styles require fabric sourcing and handmade tailoring.
return & refund
How do I start a return?
Can I exchange my dress?
Are custom-made items eligible for return?
What items cannot be returned?
Do I need to cover return shipping costs?
What is the valid return window after delivery?
What is the 15% restocking fee?
When will I receive my refund after approval?
How soon must I ship the parcel after submitting a return request?
What happens if my return fails warehouse inspection?
Follow the step-by-step guide on our returns page to submit a formal return request.
For dresses that have not yet been produced, please contact customer service to adjust the size or color. Please contact us within 24 hours if possible.
If you wish to change the style, please request a refund and place a new order.
Changes cannot be made to dresses that have already been produced.
All custom-made gowns are non-returnable.
Custom goods, FINAL SALE items without factory defects, goods failing inspection, swimwear & intimates for hygiene reasons.
Buyers bear all return shipping fees for non-faulty returns. We cover return shipping only for verified manufacturing defects.
Within 14 days: cash refund available; 14–30 days: only store credit; over 30 days: return requests rejected.
If you request a return and refund, we will automatically deduct a 15% restocking fee from your refund.
Waived automatically if you choose store credit instead of cash.
Funds will be returned to your original payment method within 3–5 business days after warehouse inspection. Delays may occur during holidays or peak seasons.
If you haven't received it, please contact us and we'll take care of it for you.
Drop off the package with a courier within 7 calendar days, otherwise your return application will be cancelled.
The item will be shipped back to you, and you will cover the return delivery cost.
Promotion & Sale
Can I use store credit to buy clearance / FINAL SALE dresses?
Can FINAL SALE items be returned?
Are return fees waived during free return promotions?
When will new promotions launch?
Yes, store credit can be applied to all clearance and FINAL SALE styles.
Non-refundable & non-returnable unless items have manufacturing defects or wrong items were shipped.
Standard return handling fees will be exempted during promotional periods.
Follow our official email newsletter and social media for upcoming promotion schedules.
Account & Credit
What behaviour will cause account restriction or closure?
What is store credit?
Can I return items purchased from another account?
Will store credit expire?
Is store credit transferable to others?
Can store credit be exchanged for cash?
What benefits do I get from recharging store credit?
Frequent bulk returns, false missing-parcel claims, fake return quantity reports and malicious chargebacks may lead to account limits or permanent closure.
Store credit is balance issued for eligible returns, usable only for purchases on our official website.
We only accept returns for items ordered under your own customer account.
Store credit comes with a fixed validity period; unused balance will expire after expiry date.
No, store credit is non-transferable and only valid for the original account holder.
Store credit cannot be converted or withdrawn as cash.
Exclusive extra credit bonus and early access to flash sales for top-up users.
Order & Payment
What payment methods do you accept?
Can I get a full refund if I cancel before shipment?
Why is my refund amount less than the original order value?
Can I combine multiple promo codes in one order?
Can I pay with store credit at checkout?
Credit card, PayPal and other mainstream global payment options.
Full refund without 15% restocking fee if cancelled before production/dispatch.
Cash refunds deduct a 15% restocking fee plus fixed return shipping charges.
Only one discount code can be applied per order; promo codes cannot be stacked.
Yes, store credit can be used to cover all or part of your order total.
Faulty & Damaged Goods
My gown arrived damaged, what should I do?
Does normal wear and tear count as a manufacturing fault?
Will you cover return shipping for defective dresses?
Contact customer service within 3 days after delivery and provide unboxing photos or videos as defect proof.
No, damage caused by daily wear is not classified as factory defect and cannot be returned.
Yes, we fully cover return shipping fees for verified factory faulty items.
other
Can I promote your products as an influencer/affiliate?
Please send an affiliate cooperation email to our official support mailbox for detailed partnership terms.