In this article, you can find important information regarding our product processing, tailoring and shipping information to include the following topics (hyperlinked to the appropriate section for ease of access):

SHIPPING INFORMATION

Shipping time differs for different places. Please refer to the table below for the shipping method options, timings, and estimated shipping cost.

 

We work hard to ensure every package is delivered on time and in good condition, but once the package leaves our facilities we have little control over what happens to the package.

We are not responsible for lost or stolen packages, but we are happy to see what we can do to help if something goes wrong in transit.

Before reaching out to us, we recommend double-checking your tracking number to confirm the status of your order, and depending on the status, try doing the following:

Marked as Delivered:

• ♦ Check with your neighbors, the rest of your household, your leasing office, and/or your building manager to see if the package was accepted or delivered to them by mistake (which happens all the time).
• ♦ If marked as delivered in the last 24 hours, give it one more day (unless your event is urgent), as carriers will sometimes mark a package as delivered prematurely. Please contact us if it doesn't show up by the 48-hour mark.

Still in Transit:

• ♦ The carrier may have gotten delayed and updated their estimated delivery window. As long as the tracking status was updated recently (in the past 2-3 days), everything should be fine, just wait for the package to be delivered.
• ♦ If you are still concerned, you can reach out to the carrier directly to see if you can get an update. The carrier will always have the most up-to-date information.

Pending Delivery:

• ♦ If your tracking status shows delivery as pending, reach out to the carrier to see if they can provide you with an explanation.
• ♦ Sometimes packages get marked as pending if conditions are too dangerous for drivers or if the carrier is experiencing an issue on their end.

If none of the above works, and you have spoken with the carrier and they are unable to assist, please contact our customer service team with your order number and your needs. We'll see what we can do to help.

 

WHEN TO ORDER

Total Delivery Time = Processing/Tailoring Time + Shipping Time

At checkout, we will provide you with an estimated delivery window for your order, which will also be noted in your Order Confirmation email.

If your order contains multiple items, they will be shipped together. Therefore, the total processing/tailoring time will depend on the product with the longest processing/tailoring time. Please refer to the “Processing Your Order” sectionfor detailed processing/tailoring times of different products.

Please keep in mind that processing/tailoring timescan sometimes increase, especially between January and March.

• ♦ For ready-made items, while it doesn’t take too long for these items to be processed and delivered, we recommend ordering at least 1 month before you need them.
• ♦ For made-to-order items, it can take a few weeks for us to finish making an item before it can be shipped. For example, wedding dresses can take several weeks to tailor plus additional time (differing from country to country) for shipping & delivery. Therefore, we recommend ordering made-to-order items 3-4 months before your event. This can also help prevent delays due to unforeseeable circumstances, such as natural disasters or carrier-related issues.

 

IMPORTANT NOTES

• ♦ An estimated delivery window will be provided at the checkout page. It will appear under the shipping methods.
• ♦ We do not recommend ordering made-to-order itemsearlier than 3-4 months before your event date. This should allow enough time for production, delivery, and any needed alterations (as is common with formalwear).
• ♦ All custom-sized dresses are non-returnable.
• ♦ We do not offer exchanges at this time. If you purchase a dress and find it unsuitable, you will need to process a return.