Customer Care

Below FAQ are some common concerns of our customers before purchasing the item.
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Standard Shipping: This is the most common and affordable shipping option. The exact delivery time varies depending on the distance and the shipping carrier used.

Express Shipping: This is a faster shipping option for customers who need their packages delivered quickly. Express shipping services prioritize delivery and aim to get packages to their destinations in a shorter time frame compared to standard shipping.

We do offer international shipping for our products. We ship to a wide range of countries internationally.

To place an order for international delivery, please follow these steps:

      Visit our website and browse through the available products.
      Once you have selected the desired item, add it to your cart.
      Proceed to the checkout page by clicking on the shopping cart icon.
      On the checkout page, fill in your shipping address details accurately.
      Select the appropriate international shipping option from the available choices.
      Review your order to ensure everything is correct, including the shipping costs and estimated delivery time.
      Choose your preferred payment method and provide the necessary information.
      Submit your order, and you will receive a confirmation email with your order details and tracking information,

if applicable.Please note that international shipping may incur additional fees such as customs duties or taxes, which will be the responsibility of the recipient.

Also, keep in mind that delivery times may vary depending on the destination country and customs procedures.If you have any further questions or encounter any difficulties during the ordering process, don't hesitate to contact our customer support team for assistance.

Unfortunately, we are unable to change the delivery address for your order once it has been sent. However, there are alternative delivery options available that you can consider.If you are not available at the time of delivery, our carrier will typically leave a card or send you an email notification with instructions on how to arrange a redelivery or where you can pick up your parcel. These options may vary depending on the specific delivery partner.Additionally, some of our delivery partners offer alternative delivery options such as delivery to a neighbor, delivery to a safe place, or collection from a specified location. To explore these options, you can refer to the delivery update email sent by our delivery partner.
Alternatively, you can use the tracking number provided and visit the delivery partner's website or app to check for available alternative delivery options.Please note that while changing the delivery address is not possible after placing the order, these alternative delivery options can provide you with flexibility in receiving your parcel.

Yes, we offer delivery to PO Box addresses for most countries through our Standard Delivery service. However, please note that there are certain countries where we cannot deliver to a PO Box address. If you reside in one of these countries, we recommend providing your permanent residential address or your place of employment for delivery. If you choose to have the order delivered to your workplace, please ensure that someone will be available to receive the package. To make the delivery process smoother, we suggest adding your company name to the parcel, which will assist the driver in locating you easily.

It is advisable to ensure someone is present at the delivery location when your parcel is scheduled to arrive, as a signature may be required. However, if it is not feasible for someone to be present, there's no need to worry. Our delivery partner typically makes multiple delivery attempts.
Alternatively, if a delivery attempt is unsuccessful, a notification card will be left to provide you with information on the next redelivery attempt or instructions on how to collect the package.

In most cases, customs and import charges are applied to parcels upon reaching the destination country. When your order passes through customs, you may incur charges for handling fees and taxes. It is the responsibility of the recipient, whether they are retail or wholesale customers, to pay these charges.

Please note that we have no control over these charges, and the exact cost cannot be determined in advance. Customs policies and import duties vary significantly from one country to another.To avoid unexpected charges, it is advisable to contact your local customs office for the most up-to-date information on current charges before placing your order.

To track the delivery of your order, please follow these steps

After your order has been dispatched, you will receive a shipping confirmation email from our warehouse. This email will contain important information regarding your order.

Open the shipping confirmation email and locate the tracking link provided. Click on the tracking link to access the up-to-date tracking information for your order.

If you notice that the tracking information is not updating or appears blank, don't worry. Sometimes there may be a slight delay in the tracking updates. We recommend waiting until the estimated delivery date for your order to be delivered. In most cases, the tracking information should update soon.

If your order consists of items that are being shipped from multiple warehouses, they will all have the same order number. However, please note that each parcel may have a different tracking number and delivery time, depending on the warehouse it has been shipped from. You can find individual tracking links for each parcel in the 'My Orders' section. or Use this link Track My Order

Please keep in mind the following additional information:During busy periods, such as sales, our delivery times may be slightly longer than usual. We strive to meet these delivery times, but please be patient if there are any delays.Occasionally, there may be technical updates to our systems or unforeseen events like extreme weather conditions, which could temporarily affect our delivery services. In such cases, there may be changes to our cut-off times and/or delivery times. However, we always make an effort to keep these temporary changes to a minimum.Please note that any specific delivery instructions left for the carrier are not our responsibility . We cannot be held liable for any parcels that are lost or stolen as a result of such instructions.If you have any further questions or concerns regarding the tracking of your order, feel free to reach out to our customer support team for assistance.

Order Issues

We apologize for any inconvenience caused by receiving a faulty item.

To resolve this issue, please return the item to us as soon as possible. When initiating the return, make sure to select the "Faulty" option as the reason for your return. For more detailed information on our returns process, please refer to our returns policy.

If you encounter any difficulties in creating a return, we recommend reaching out to our Customer Care team. We will be happy to assist you with the process.

Please be aware that all returned items are thoroughly inspected, and it's important to note that items showing signs of wear and tear, rather than a genuine fault, may not be eligible for a refund. Kindly note that we are unable to send replacements for faulty items. If you still wish to have the item, we kindly ask you to place a new order.Regardless of the original shipping location, you can follow our standard returns process to initiate the return of your item.

If you happen to receive an wrong item that you did not order, we apologize for the inconvenience. In such cases, please follow the steps below:

Kindly return the incorrect item to us. Once we receive it at our warehouse, we will process a refund for you promptly. To learn more about our return policy-

Please note that the cost of returning the item is your responsibility. We kindly ask that you cover the return shipping charges.-

-If you still wish to have the correct item and it is currently available in stock, you can place a new order through our website. We appreciate your understanding and cooperation in resolving this matter. If you have any further questions or concerns, please don't hesitate to contact our customer support team. We're here to assist you.

We apologize for the inconvenience caused by the missing item in your order. We recommend following these steps:

-Check for separate parcels: Please review your emails to see if any of your items will be arriving separately. Sometimes, we send items from the same order in separate shipments.

-Verify order splitting: You can also check if your order has been split into multiple parcels by visiting the "My Orders" section on our website or app. This will help you determine if any items are on their way separately.

-Consider stock availability: It's possible that the item(s) you ordered may have been temporarily out of stock. To confirm if this is the case, please check your email inbox, including the junk or spam folder, for any notifications we might have sent regarding the item's availability.Check combined or split orders: In case you placed multiple orders within a few days of each other and they qualify for free delivery to the same address, they might have been combined or split across different parcels. You can compare the tracking information for each order to see if they are being shipped together.

-Consider varying delivery times: If some of your items are being shipped from a different warehouse, their delivery times may differ. To obtain accurate information, check the expected delivery date and track your order in the "My Orders" section.If you have discovered an item missing from your order, please inform us within 14 days of the delivery date, and we will make every effort to assist you in resolving the issue. Lastly, we want to mention that while we strive to meet our delivery times, during busy periods or sales, there may be slight delays. Additionally, certain factors such as technical updates or unexpected events like extreme weather conditions may affect delivery services temporarily.

We will always work diligently to minimize any such changes. Please note that we cannot be held responsible for any lost or stolen parcels resulting from specific delivery instructions provided to the carrier.

Unfortunately, once your order has been placed, we are unable to accommodate any modifications. Our packing process is swift, ensuring your order is promptly prepared for shipment. This means that changes to the delivery option, delivery address, or payment method cannot be made.Nevertheless, you may have the option to cancel your order within 24 hours. In such cases, you can proceed with canceling the existing order and place a new one with the desired amendments.
Yes, you have the option to cancel your order within 24 hours of placing it. However, once this time period has elapsed, it is no longer possible to cancel the order. In order to cancel an order please send us an email.

Returns & Refunds

To begin the return process, adhere to our return guidelines within 14 days of receiving the item. Cyprus customers enjoy free returns, while international customers are responsible for return shipping costs. Please note that fashion swimwear, lingerie, and custom-made gowns cannot be refunded if the seal is broken or no longer intact for hygiene reasons. For more detailed information, please refer to our Returns Policy.
Our policy does not currently support exchanges for returned items. When an item is returned and received by our warehouse, a refund will be issued. If you require a different size or color, we kindly request that you place a new order.

Yes, it is possible to return multiple orders in the same parcel. If you have more than one item from different orders that you want to return, you can conveniently send them back together in a single package.

In certain circumstances, we do offer refunds for the delivery charges associated with returned items. For instance, if your entire order was faulty or incorrect, or if your order has been canceled, we will refund the delivery charge.When returning items, please ensure they are unworn and in their original condition. Once we receive the returned items, they will be inspected. We make every effort to accept all returns, but please remember to keep the original tags attached to the items. While it is not necessary to return the items in the original packaging, it is your responsibility to package them securely to prevent any damage during transit. If an item is returned to us in an unsuitable condition, we may need to send it back to you, and in such cases, we will not issue a refund.
We strive to provide a simple and hassle-free return process for our customers. To learn more about our return policy, please click on the following link. We have designed our policy to be as user-friendly as possible, ensuring a seamless experience for you.

Presale Luxury Handmade Gowns

These are not standard US, EU sizes. To find your correct size, we recommend measuring your bust, waist, and hips and comparing them to our standard size chart. Every detail we need to make this gown the right fit for you is mentioned in the description. Please provide these details, it will help us create, recommend or select the most suitable size for you. If you can please send us your measurements. We will help you select the right size.

Yes if you need any luxury handmade gown in a different color please don't hesitate to ask.

Yes, most of these custom-made dress photos are real & and taken in our warehouse. In some cases, we've more photos for each variation/style. Please don't hesitate to ask if you'd like to see more images.

On some custom-made gowns there's a possibility to offer customization options but for some gowns, we're unable to do so due to fragile materials or designs. However, you can choose from the available design, sizes and Please let us know what kind of alterations do you need

We have a flexible return/exchange policy. You have up to 5 days after your purchase date to exchange your Made to Order Standard gown for a different style or size or receive a full refund. After 5 days no exchanges or refunds are possible as your gown has gone into production. Should you wish to change your gown after you have purchased you are able to do so prior to your ‘final date’ when your dress goes into production. You will need to pay any difference in price. Once your gown is submitted to production there is no ability to change your order or cancel your gown. We do not accept returns/refunds for custom-made gowns due to the effort required, material, and time and in most cases, it was made specifically for your size. Even then if you are not completely satisfied with your purchase and if you receive a damaged item, the item is not the same as described, you can contact us within 14 days of receiving it, and I will help you out with it.

Shipping times may vary depending on your location. Typically, the standard timeframe it takes to produce any custom-made dress processing times is 2-3 weeks depending on dress-in-stock availability. Please contact us before or after the order, we will let you know the availability & and exact time. We do offer express shipping USPS Expedite 1-2 days, DHL/FedEx 3-7 days. Please select DHL on checkout & and leave your phone number for shipping purposes

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