Frequently Asked Questions
Have questions about us?
1 Do you have a phone number that I can call? How can I contact you?
For pre-sale questions, you can contact us through Live Chat.
For after-sale issues, please Leave a message on our website or email us at:
2 Are you an online bridal store only? Do you have any store in my area?
We are currently doing online sales only, and we have no retail stores.
Have concerns before your order?
1 Can I see a swatch of the color I’m interested in before I order?
You can order fabric samples here: https://m.dorris-wedding.com/order-swatch.html
The sample is free, and you are only responsible for the shipping cost.
And you can get 5 color samples (5 pieces of fabrics) at most once. If you find the color or any kind of fabric you desired is not listed, leave us a message when place the order, stating the color or the fabric you seek for. We'll send you that color or the fabric on your request( Please note that lace samples are only available in white or Ivory.)
2 What if I want a dress in a color that is not listed?
If the color that you wish the dress to be made in is not listed in the color cart, please contact our customer service and send us some pictures of the color you desire, we'll check if that color is available.
3 Can you change the back style of the dresses for me? What if I would like the dress shorter? I want a longer train, is that possible?
We usually do not recommend our customers to make any change to the dress, since it might change the original design of the dress, and it may not turn out to your satisfaction.
4 How far in advance should I order a dress before wedding?
Since it takes about 15~25 days to have the dress made and delivered, we would recommend you order the dress 30 days before the event, in case of any alternations.
Have difficulty in ordering?
1.How to place an order?
Here is the step-by-step instruction to help you place an order:
1） Register on our website.
2） Log in your account.
3） Add your favorite items to shopping cart.
4） Proceed to check out.
5） Edit your shipping address in the "Address book".
6） Select one shipping method and payment method, then process the payment
2.Why I can’t sign in?
If you had trouble signing up on our website, please try another username, or try with another email address which hasn't been registered before.If the problem still exists, please send an email to our customer team, stating the email address you wish to use as your account. We will have our technicians to register an account for you accordingly.And please remember to reset the password afterwards.
3. It won’t let me buy it! I cannot put this into my cart!
Make sure you have chosen both size and color before you hit the "add to cart" button.
4.How to get myself measured and how to choose my size?
Please refer to our size chart shown on the product page.
We can make your dresses in either standard size or custom size.
Please follow our measuring guide to make sure that your measurements are taken correctly.
Here is our measuring guide:
5. What card do you accept?
You can pay with either Credit Card or Debit Card.
Have questions about shipping?
1 Where can you ship to?
We ship worldwide. And we would contact you if we could not ship to your address. Please remember to leave valid contact information when place the order and make sure it is reachable.
2 How long does it take to ship?
Please note we will need 10-15 days to make your dress before it is shipped out.
We have two shipping options available online as below:
- Delivery times are between 3-5 days to all major destinations. (shipping time only)
- Delivery times are between 6-8 days to all major destinations. (shipping time only)
4 How much is the shipping cost?
Shipping fee will be firstly calculated based on the weight of your parcel.
Then, it will vary according to your destinations. If you would like to know the shipping cost, add the item you would like to buy and move to the checkout stage. When you are able to select shipping method before checking out, you are able to see the exact shipping cost. If you don't know how to do it, please write to our customer service team.
5 What courier do you work with?
To ensure you get the parcel in a timely fashion, we work with some of well-known express companies like UPS, DHL, FedEx, TNT, DPD, EMS and so on.
6 How long does it take to get my package? When will I get my dress?
The shipping alone would take about 3~5 days (Expedited Shipping), but it takes about 10-20 days to tailor the dress. You’ll get the dress in about 15-25 days.
7 Do you ship to PO/HO Boxes or APO/FPO military addresses?
We are sorry to inform you that our shipping partners are unable to deliver to PO/HO Boxes or APO/FPO military addresses. Please provide a physical civilian address to ensure that your items are delivered in a timely manner.
Have questions about payment?
1 What payment methods do you currently accept？
You may pay by your credit Card, debit Card or Paypal(Paypal credit).
2 Why didn’t the payment go through?
If the payment will not go through, please contact your bank to authorize the transaction and try again.
Have questions about your orders?
1 Where can I get the tracking information?
Tracking number will be provided in the notification email sent by us shortly after the parcel is dispatched.
2 How can I check my order status?
We send automated emails to inform you the status of your order, please add our email address as contact person in case you might miss important emails.
If you do not get those emails, please contact our customer service to check your order status, our representatives would be happy to help you.
3 Can I change the size or color for my dresses after payment?
Changes can be made to your order before tailoring starts. If you want to change the size or the color of your dress, please contact us through live chat or email at your earliest convenience. If you decide to change the size or color of your order after we tailor your dress, you will be responsible for a handling fee.
Have questions about Return and Exchange?
1 Can I exchange an item?
Yes, you can. Contact our customer service and our representatives would give instructions.
2 What’s your Return Policy?
You can return a dress of standard size for any reason within a certain time frame. If there is no quality issue with the dress, you can return and get refunded 80% of the dress price. The other 20% will be charged as handling fee. Shipping fee for returning will not be included.Please check our Return Policy here: https://m.dorris-wedding.com/article/return-policy.html
3 Can I return a personalized item?
We are sorry that all customized items are non-returnable.