Customer FAQs

Orders

· How do I submit an order on your site?
Placing an order is simple and straightforward:
1. Browse and select your favorite gown, choose your desired size and color, and click "Add to Cart" or "Buy Now".
2. Review your selected items in your bag, then click "Checkout" or "PayPal Checkout".
3. Enter your contact details, shipping destination, and confirm your order summary.
4. Click "Place Order" to finalize your purchase.

· Where can I check the estimated delivery date and tracking information?
Estimated arrival timeframes are displayed on your order confirmation page. Once your package is dispatched, we will send an email with your tracking number and carrier link so you can follow its delivery progress. (Please note that tracking information can take 24–48 hours to update online after shipment.)

· Why is my gown packaged inside-out upon arrival?
We intentionally fold and package gowns inside-out as a dedicated protective measure. Formal bridal dresses feature delicate hand-beading, sequins, embroidery, and luxury fabrics that can easily be scratched or worn by friction during transit. Packing the dress inside out shields these intricate embellishments and cushions delicate areas like necklines and cuffs, ensuring your gown arrives in pristine condition.

Payment

· Why was my transaction or card payment declined?
We provide safe and reliable payment options through PayPal and major credit/debit cards. If your payment is declined, it is usually triggered by bank security restrictions—such as cross-border purchase flags, frequency limits, or location discrepancies. We suggest trying an alternate card or calling your bank to authorize the transaction before re-attempting.

· How can I apply a discount or coupon code?
On the checkout page, locate the designated "Discount code" box within the order summary. Enter your code and click "Apply". Both public site promotions and custom discount codes provided by our team can be applied here.

· Is shopping and paying on this store safe and secure?
Protecting your personal and financial details is one of our highest commitments. Our store utilizes comprehensive SSL encryption and adheres strictly to international payment validation standards and PayPal compliance, ensuring a fully protected shopping experience.

· Which payment cards are accepted?
We accept all major international credit and debit cards, including Visa, MasterCard, American Express, and other standard bank cards.

Shipping

· Do you provide international shipping to my region?
Yes, we deliver to customers worldwide. You can confirm whether your specific country or territory is eligible by checking the destination options available at checkout.

· How much is the shipping fee for an order?
Shipping costs are calculated based on your destination and the total weight of your package. You will see the exact shipping rate calculated and displayed on the checkout page prior to payment.

· Why do shipping rates vary between different styles?
Delivery fees reflect the physical volume, fabric weight, and packaging dimensions of each dress. Layered ballgowns with extensive trains naturally involve different shipping considerations than lightweight, minimalist dresses.

Products

· Can I purchase multiple sizes or colors of a dress to try on?
While our dresses are available across a wide variety of colors and standard or custom sizes, each piece is handcrafted specifically to order. Because our garments are individually produced upon request, we cannot accept multi-dress trial orders intended solely for home comparison and return.

· Can I request minor design customizations or alterations?
Yes. If you would like custom adjustments—such as adding straps, tweaking a neckline, modifying sleeve lengths, or changing back closures—please detail your requests in the order notes or reach out to us. We are pleased to provide design customizations within our atelier's capabilities.

· How do I determine my best dress size?
Each item page features an exact measurement chart. We recommend measuring your bust, waist, and hips against our sizing chart rather than assuming your standard casual clothing size, as bridal and evening sizing follows distinct proportions. For the most tailored fit, we also recommend selecting our custom sizing option made to your exact measurements.

· What if my measurements don't match any standard chart size?
You can choose custom sizing! Simply submit your personal measurements in your order notes without being constrained by predefined sizes. Custom tailoring is offered completely free of charge.

· How should I take my body measurements accurately?
Please measure using a flexible tape while wearing snug garments (and without a bra if the dress includes built-in support):
- Bust: Measure around the fullest circumference of your chest.
- Waist: Measure around your natural waistline, the narrowest point of your torso.
- Hips: Measure around the widest part of your hips and rear.
- Hollow to Floor: Stand upright barefoot and measure from the center of your collarbones straight down to the floor.
(Note: To allow for high heels, we automatically incorporate an extra 5 cm into floor-length gowns and designs with trains.)

· Can you produce a custom design that is not listed on your website?
If you have an inspiration picture or a specific dream gown in mind from elsewhere, please feel free to share reference photos with us. Our master tailors will evaluate the design and provide you with a custom quote.

Account

· What should I do if I am unable to sign in to my account?
Please verify that your registered email address and password are typed accurately. If you still encounter login difficulties, reach out to our Customer Service team with your account details, and our technical specialists will assist in restoring your access.

· Why is my order not showing up under my account?
Please make sure you are signed in using the identical email address entered at checkout. If your order remains missing, please contact our support team or live chat with your payment confirmation for immediate assistance.

· How do I reset a forgotten password?
1. Click "Sign In" on our site and type in your registered email.
2. Click "Forgot password" to receive a single-use verification code.
3. Check your email inbox for the code, enter it on the verification prompt, and set your new password.