FAQ

Delivery

How long does delivery normally take?

Thank you for contacting. Before being shipped out, orders need few days for tailoring

And for delivery time after your order was sent out, you can check the Shipping & Delivery page for estimated delivery days.

Or you can log into your account >> click on "My Orders" and click on the "Track Order" button for more tracking details.

Where is my order?

You will receive your order in few business days from the date that it is placed.

For processing time, we may need up to few days to tailoring your order after placing your order. This is to make sure that your order is accurate. This processing time does not include shipping time.

As for delivery time, please check the Shipping & Delivery page. You can log into your account >> click on "My Orders" and click on the "Track Order" button for more details.

I still haven't received my package. Where is my order?

Your estimated delivery date including processing time and delivery time – please allow up to this date for your order to arrive. Please check the Shipping & Delivery page for details.

You'll be able to follow your order as it's been sent with trackable service. To check this, all you need to do is log into your account and check 'Track Order' under 'My Orders' to follow your parcel.

If your estimated delivery date has passed and you haven't received your order, please contact our Customer Service for further help.

Why does it shows my package has been delivered but it hasn't?

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID card.

Tracking number can be found by click "Track Order" under "My Orders"

If you still cannot find your package, please contact our Customer Service.

How can I track my order?

Shipping information – tracking number, shipping method, etc. will be listed in "My Orders". Please simply log in your {{HTTP_HOST}} account and check "My Orders".

If you have the tracking or delivery confirmation number, you can track your package via the carrier's website.

Please note that for each shipment notification email you receive, tracking may not be available for the first 24-48 hours. If 48 hours have passed and you are still unable to track your order, please contact us.

My order has not arrived yet, what happened?

If your order has not arrived by the estimated receiving time, we're here to help.

There’s an estimated receiving time on your order confirmation email, has this date passed?

Yes No

Have you tracked your order using the link in your shipping confirmation email ?

Yes No

This means your order is still on its way to your address. You should receive it by the date on your order confirmation email.

If it hasn’t arrived by this date, feel free to get in touch.

Your tracking link will show you the most up to date location of your order.

You can see this via the link in your shipping confirmation email.

Does the tracking show your parcel has been delivered?

Yes No

Have you checked with your neighbours to see if they’ve accepted the parcel for you?

Yes No

Have you checked any safe areas outside your ddress that the driver may have left your parcel?

Yes No

If you still can’t find your parcel, please let us know by contacting us with your order number.

We’ll get back to you as soon as possible and do our best to locate your parcel straightaway.If it can’t be found, we’ll arrange a replacement or refund for you.

Contact Us

If there was no one available at your address to accept your parcel, it may have been left safe.

We’d recommend checking outside your address in safe places – such as behind bins, or in your shed, garage or porch

It’s worth asking your neighbours if they’ve accepted the parcel for you.

If no one is available at your delivery address, sometimes the driver will look to leave it with a neighbour.

Have you received a text, email or attempted delivery card from one of our carriers?

Yes No

Your parcel may be awaiting collection at your local Post Office, delivery depot or you may need to rearrange delivery. The instructions on your text, email or delivery card should explain how to collect your parcel or rearrange delivery.

Sorry you haven't been able to track your parcel down.Please contact us with your order number. We’ll do our best to locate your parcel straightaway. If it can’t be found, we’ll arrange a replacement or refund for you.

Contact Us

Do you ship to PO Boxes or APO/FPO military addresses?

We apologize that P.O. Boxes and military addresses (APO, FPO) cannot be delivered. For the US territories, please leave a comment when you place the order. For example, if you were in Guam, Puerto Rico, you could state Guam, Puerto Rico in the country section.

Attention: Customers from Brazil should leave a message to provide us your 11-digit CPF as your custom needs it.

What happens if I'm not in when my order arrives?

If you are not in when your parcel arrives, the carrier will leave a card or call you, telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery on the card.

Why was my package returned?

There are multiple possible reasons:

1. Wrong or incomplete address
2. Invalid phone number
3. Unable to deliver

Please go to "Track Order" under "My Orders" to find the tracking number first and contact the shipping company for more information. You may also contact our Customer Service for further help.

Is there any additional fee beyond purchase?

Normally, our customers would not be charged any tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.

How can I deal with my package if I do not want it because of the customs taxes?

Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.

Why did the attempted delivery failed?

There may be following reasons:

1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company

Please check with the shipping company with your tracking number and your ID card to arrange re-delivery. If you still cannot receive your package, please contact our Customer Service for further help.

Why it shows that my tracking number is invalid?

If there is a tracking number, it means that the parcel has been shipped out.

The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.

Please allow some time for the courier to update the latest tracking info after reaching next station.

I have received an incorrect item in my order, what shall I do?

We want to sort out any issues with incorrect items straightaway.

Please contact our customer service with the order number, the incorrect item's name and it's number.

We'll get back to you as soon as possible and try to resolve it for you.

Return & Refund

How do I receive my full refund?

We will offer a full refund for all returnable item, excluding shipping fee, shipping guarantee and non- refundable items: custom order.

Coupon codes and points will not be refunded as monetary value.

How can I return items?

You may check out our Return Policy first, then please contact our Customer Service about which items you want to return.

Note: Item ID or SKU is needed, so that our agent can process your return request and offer the nearest return address to you.

Can I exchange for a bigger/smaller size?

We accept return for refund or exchange within 7 days after delivery. The following items cannot be returned or exchanged: custom order.

Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact our Customer Service for further help.

What is the status of my refund?

Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund.

If you have chosen the refund to your credit card, the whole process may need 7-14 business days as you card bank need to process the refund to you. Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.

If you have chosen the refund to your Paypal, It will take 1 days to process the refund your paypal account.

All PayPal payment can only be refunded via PayPal. All Credit Card payment will only be refunded to the original Credit Card.

We apologize genuinely for the inconvenience caused and thanks for your kind understanding.

What items can't be returned?

The following items cannot be returned or exchanged: custom order.

More details can be found in our Return Policy.

What is your return policy?

We're bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 7 days of receipt for most items in new condition.

1. You have 7 days to decide if an item is right for you, if not, you can certainly come to us within 7 days of receipt.
2. The following items cannot be returned or exchanged: custom order.
3. Items returned must be in their unused condition with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way.
4. We do not accept returned items that were sent back by you directly without checking with us first.
5. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.

Note: The original shipping charge and shipping insurance are non-refundable.

What should I do if my refund is incorrect?

We're really sorry if we've made a mistake with your refund!

The following may affect the amount you have been refunded:

The shipping charge, which is only refunded for cancelled orders before shipment.

Any discounts/points that were applied when you check out, which may not now be applicable.

Note: Shipping and insurance fees are non-refundable. We will refund the actual price paid for your order.

If this is the case, please contact our Customer Service and we'll try and sort it out for you as soon as possible.

Why did I receive a payment message after receiving the refund?

If refunds and payments are processed within the same day, the issuing bank may process the payment as a hold but does not deduct from the account. We recommend you contact your bank to verify.

How can I return/exchange items they are not as described?

You may check out our Return Policy first, then please contact our Customer Service about which items you want to return with the following information.

1. The order number
2. The item's name or SKU number or pictures
3. A description of the problems and some clear pictures

We will process your return request and offer the nearest return address for you as soon as we can.

What if I received a wrong/defective/stained item?

We want to sort out any issues with wrong/defective/stained items straightaway.

As soon as you discover a wrong/defective/stained item, please contact our Customer Service with:

1. The order number
2. The item's name or SKU number or pictures
3. A description of the problems and some clear pictures

We'll get back to you as soon as we can.

Payment & Promos

What payment methods do you accept?

There are many different payment methods you can choose on our website.

We support Credit/Debit Card, PayPal, for more details please check out our: Payment Method.

Is it safe to use my credit card on PickWeddingDresses?

Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

How to use points?

1. Points can be applied to offset the order amount during Checkout.
2. Every 100 points = $1. You can pay for up to 70% of your purchase with points.
3. PickWeddingDresses points have different expiration dates. Expiration dates can range from 7 days to 3 months - though some may have a longer expiration date. Please visit 'My Points' for exact expiration dates. If your points expire before being used, they will be deleted from your PickWeddingDresses account.

Here are some examples:

1. Shopping/Reviews/Daily check-in: 90 days
2. PickWeddingDresses LIVE Rewards Points: 15 days
3. Service Compensation (order delay, etc): 45 days
4. Special Events: please refer to specific event rules at the time points are earned

There has no CVV of my card, how come?

For mastero card, there is no need to input CVV.

What should I do if there are two of the same charge from PickWeddingDresses on my bank statement?

The first text message may have been the bank's authorization message, you have not been charged. Please verify your bank card's remaining balance. If you notice that your first order has been double charged, please provide the following information to customer service and we will investigate the issue.

For card transactions, please provide us your payment amount, payment currency, date of charge, the first 6 digits and last 4 digits of your card, a screenshot of the transaction details.

For PayPal transactions, please provide us a PayPal transaction ID. You could also contact PayPal to get the transaction ID.

Payment Error

If you are experiencing error messages when making a payment, please be sure you have inputted the correct details by checking all the information. Contact your bank to ensure there are no problems with the card. After this, please contact our customer service here and submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):

1. What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
2. What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
3. What payment method you were trying (e.g. Google Pay, Visa, Net Banking)
4. A description of the problem and what time the problem occurred
5. If you receive an error message, please include it in your message to us and provide us a screenshot if possible
6. Order number and your email addresss

What should I do if there is an unrecognized charge from PickWeddingDresses on my bank statement?

If you notice a charge on your bank statement or PayPal statement from PickWeddingDresses that you do not recognize, please contact us here with the following details, and PickWeddingDresses customer service will get back to you as soon as possible.

For card transactions, please have the payment amount, payment currency, date of charge, the first 6 digits and last 4 digits of your card, a screenshot of the transaction details.

For PayPal transactions, please offer the PayPal transaction ID. You may also contact PayPal to get the transaction ID.

Can I use more than one cards for my purchase?

Currently, we can only accept one card payment per purchase.

Why my payment is declined?

1. The data requested for the payment failed to coincide with those on your card. A simple spelling mistake in one of the fields can cause the operation to be refused.
2. You have not activated your security code. In a bid to protect cardholders from online fraud, some credit cards require you to enter an additional security code in order to confirm the payment. This code is provided directly by your bank.
3. You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
4. Your card has expired. Check that your card is still valid.
5. Your order has been rejected by our risk center due to some factors

Your bank can provide you with all the information you may require about your card and the payment options.

If using PayPal, please contact PayPal directly if your payment has been declined.

If you think there is another problem, please contact our customer service here.

Can I use one more than one discount?

One coupon code can only be applied to an order at a time. If you have more than one coupon code you may use those on your next purchase. Your points and wallet balance can be used with one coupon code in one order.

How to get points?

You can earn points from the following ways:

1. Log into the PickWeddingDresses.com and verify the email address
2. Buy and Save
3. Review our products
4. Share products, watch and share live broadcasts on social media
5. Participate in other limited time PickWeddingDresses official events.

Every 100 points = $1. You can pay for up to 70% of your purchase with rewards points at checkout.

Why do I need to verify my payment on my order?

It's a random check to assure that the payment is done by authorized user. Please check your email and reply with the requested documents, and we will pay great attention on your info security.

Why isn't my promo code working?

It may be caused by the following reasons:

1. The discount is applied to the original price but not sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.
2. The code has already expired.
3. The purchase amount is limited.

How long does it take to get back the points?

Normally the points will be put back to your account within 24 hours after order cancellation. Please check "My Points" for details.

Can you refund the price difference?

Different period has different sale prices. Prices are subject to change based on the price in effect the day you checkout, unfortunately we cannot refund you the price difference.

Product

Where are you based and products sent from?

We are an international e-commerce company originally based in UK where our offices are located.

For the moment, we have warehouses located in the UK, US, Australian and Asia. Products will be sent from one of these warehouses according to the stock availability. We are still looking into launching more – so watch out for that!

Do you have real stores? Where can I try the dress on? I am a bit nervous to order the dress online without trying it on first.

We are so sorry but we do not have real stores in your place and we just do online business. We make high quality dresses in accordance with the pictures. While shopping online, you can also enjoy more competitive prices. Please feel free to contact us and we are willing to give you some professional suggestions.

What's your guarantee? I never shop on line before.

• PickWeddingDresses is guaranteed safe and secured. We even have been verified by Norton security deal, so we are 100% safe. As for the record, we have served millions of customers worldwide.
• After placing your order, you can always check the order status in our site. Once it is shipped, you will get a confirmation email including a tracking number. All of our express companies are reputable around all the world such as DHL, UPS etc.
• With the tracking number, you can check where your order/s are. We will deliver your orders directly to your home.
• If you have any other concerns, you can reach us easily through contact us. Nothing to lose, we will even refund you if you are not satisfied!

How can I make sure I order the correct size and fit?

Compare your unique measurements with PickWeddingDresses's size chart and measuring guide. By selecting 'Custom Size', your dress will be personally tailored for your exact fit.

Can I order this dress in a different style/fabric/length?

Please understand that each dress is carefully tailored to match exactly what you see in the photos, so unfortunately we are unable to modify the fabric/length in any way. Currently, the two acceptable changes are removing the trains and adding spaghetti straps, only for dresses with simple designs.

How is pickweddingdresses.com different from other online dress stores?

pickweddingdresses.com goes right to the source to purchase our beautiful gowns. The gowns we sell are of the same high quality as the designers sold in traditional salons and by other online retailers. Although we do not sell "designer" labeled gowns, you still get a beautiful prom dress, without the designer price.

I was wondering if anyone can tell me whether or not i could get it to fit with being pregnant??? plz get back to me.

We do offer maternity dresses for customers. To make the right maternity dresses for you, firstly you may need to tick custom size and choose your current measurements, which costs extra . Secondly, we hope you could tell us your current belly size in the Special Instructions column when you check out. To help you get accurate measurements, please kindly refer to our measuring guide.

For any other questions, please feel free to contact us.

Is your size chart based on UK or USA standard? How is better to order right size?

Our size chart is made on our own, different from UK and USA size. You need to check our size chart to choose the right size. You may also refer to our measuring guide to see how to get professional measuring. If you have concerns about the size, we highly suggest you choose the custom size. Please get the professional measurements first and fill in the exact measurements when you place an order.

Could we possibly get color swatches from you to see how the colors would work for this dress? Thank you!

We understand that it would be hard to choose the color over a computer screen. We have Fabric Swatch - 18 Color which only needs . You are encouraged to order our fabric swatch and feel the fabric and color in reality.

What if I would like the dress shorter?

A: We are glad that you like our dress. Please understand that each dress is carefully tailored to match exactly what you see in the photos, and unfortunately we are unable to modify the length in any way.

If you would like dresses with shorter length, click the 'Filter By' and search function on the left-hand side of each dress category's main page can help you find the dresses you want. Here we provide custom size service for our customers, which costs . If you choose custom size and provide the correct hollow to floor measurement and your height, we will make the right length for you. The customized dress may fit you better.

For any other questions, please feel free to contact us.

Can you change the back style of the dresses for me?

We do understand that you will prefer a dress with your personal characteristics. However, considering the original beauty of the dress, changing the back style will not be possible currently.

We have a large collection for your choice. You may have a look at other dresses with the back style you want. Thank you.

If I order this dress in a standard size, can i return it if it does not fit?? Or if I just do not like it?

If we send wrong or unmatched dress, we will take all responsibility and give you a top solution to your best satisfaction. We are afraid that return without reason is not acceptable. So please measure your body precisely in accords with our website size chart. We offer the Size & Color Guide for your good use. Each dress you order will be made from scratch totally according to your specifications. Our tailors will make the perfect dress for you :)

Hi I would love to order this dress for my wedding in April do you all ship to Bailiwick of Jersey in the United Kingdom?

Yes, we ship worldwide. However, we may need some more specific information about your shipping address. And then you can just add your favorite products to cart, and follow the procedure to fulfill the payment. Then you can just stay at home and wait for your product to come in due course.

I'm trying to order a dress with knee length in custom size. When I am entering in my measurements as I want this in the Short length and not the long length, I'm still being asked to give the hollow to floor measurements which I do not require. How I am able to place the order for this in the short length and not the long?

For the short dresses, our dressmakers will make the length based on the hollow to hem you fill in. You may also need to fill in the hollow to floor measurement, which can help us calculate your height so that we can ensure making the knee length dress for you. You may refer to our measuring guide to see how to get professionally measuring.

Can I place my order over the phone?

For the moment, we only accept orders on line. You may complete the payment online with your Credit Card and your rights will be safeguarded by Credit Card. You can also pay for your order with your PayPal.

Can I change the size and color for my dresses after payment?

If you want to change the size or color within 24 hours after payment, please kindly contact us. We will cancel your order and issue a full refund to you. You may need to place a new order with us.

Hi, how do I order multiple items?

To place the order for multiple items you will have to follow the procedures as below. 1. Log in on our website; 2. Choose the color, size and add the item into the cart; 3. Press the button "continue shopping" and the add other items into cart; 4. Check out and pay for the dress. Our website will guide you with your order.

I am wondering what "hollow to floor" means, i am hoping to put in the custom order.

Hollow to Floor is the length from your hollow (center of the collarbone) to the floor. When you measure it, please take the tape from your front, with bare foot. You should stand upright and your feet should keep together.

Hi, I am getting married in april next year but i live in australia and would have to get custom fit, would my dress be here in time.

Surely we can deliver the dress to you on time. Usually it takes 10-15 days to make wedding & occasion dresses. The shipping just takes 3-5 days for the shipment. We suggest you order your dress about 2 months before your big day. Thanks.

Account

Why can't I log into my account?

There could be several reasons:

1. Most of the time is that you have entered the email address or password incorrectly.
2. If you signed in with Facebook or Google the first time, you will need to click the "Sign in with Facebook/Google" button to log in.
3. If forgot your password, please click the button “Forgot your Password” on page LOG IN, or refer to the Related Article: How do I reset password?

How do I unsubscribe?

You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email we send and follow the instructions. Please find an example below, which is the bottom of one email.

How do I reset password?

If you just want to reset your password, please follow the steps below:

1. Log in your account.
2. Click "My Settings", then you can update your password.

If you forget your password, please follow the steps below:

1. Click "Sign in" on the top right corner of our homepage.
2. Select "Forgot Your Password".
3. your registered email address in the provided box.
4. You may receive the reset email and you will create a new password with the link. Please also check your junk mail folder if you cannot locate our email.

Will you save my personal information?

We respect your privacy and keep your personal information confidential.

Personal data is information that can be used to directly or indirectly identify you. Personal data also includes anonymous data that is linked to information that can be used to directly or indirectly identify you. Personal data does not include data that has been irreversibly anonymized or aggregated so that it can no longer enable us, whether in combination with other information or otherwise, to identify you.

For more details, please kindly refer to : Privacy Policy