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-sales issues, please leave a message on our website or email us at: support@dressafford-service.com

2 Are you an online bridal store only? Do you have any stores in my area?

We are currently doing online business only, and we have no retail stores so far.

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://www.dressafford.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 fabric) at most once. ( Please note that lace samples are only available in white and Ivory colors.)

Although we attempt to represent the colors of the products as accurately as possible, we cannot guarantee that the colors shown on your end will 100% match those of actual finished products. The tone of lights, photoshop work of displayed pictures, and different settings of device monitors and screens may cause slight color disobedience.

2 What if I want a dress in a color that is not listed?

If the color that you are looking to get is not listed in the color cart, please contact our customer service and send us some pictures of the color you like, and we'll check if that color is available.

For wedding dresses, you can ask us to make them in any color shown on our color chart. Please comment on your order if you'd like to. 

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?

Surely you can! We suggest you contact our customer support team for more information before checking out. You will feel more confident ordering from us. 

4 Can I see a picture of the dress itself?

If you would like to see a picture of the dress itself, please contact our customer service for actual pictures of the products.

5 How far in advance should I order a dress before the 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 ordering online?

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 into your account.
3. Add your favorite items to the shopping cart.
4. Proceed to check out.
5. Fulfil your shipping information. 
6. Select the shipping method and payment method, then complete 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 that 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 register an account for you accordingly. And please remember to reset the password afterward.

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 measure myself and how to choose a size?

Please check our size chart to find the size that fits you. Here is the link:  https://www.dressafford.com/article/size-chart.html .We offer custom-sized dresses as well, which will be made according to your own measurements. Please follow our measuring guide to make sure that your measurements are taken correctly. Here is our measuring guide:https://www.dressafford.com/article/size-chart.html  And here is a video of our measuring guide: https://www.youtube.com/watch?v=NtvK-wCgcFc&t=127s 

Have questions about shipping?

1. Where can you ship to?

We ship worldwide. And we would contact you if we are unable to ship to your address. Please remember to leave valid contact information when placing the order and make sure it is reachable.

2. How long does it take to ship?

Please note that we make the dress after you place the order and we have no dresses in stock. Turnaround time would be 15-30 days. 

3. How much is the shipping cost?

The shipping fee will be first calculated based on the weight of your parcel. Then, it will vary according to your destination. If you would like to know the shipping cost, add the item you desire to the cart and proceed to checkout. When you are able to select a shipping method before you check out, you could see the exact shipping cost.

4 What courier companies are you using?

To ensure you get the parcel in a timely manner, we work with some of the well-known express companies like UPS, DHL, TNT, DPD, EMS, etc.

Have questions about payment?

1 What payment methods do you currently accept?

You may pay by a Credit/Debit Card or PayPal. 

2 Why didn’t the payment go through?

Your card issuer may need your authorization before you attempt to complete your payment on our site since our billing company is located outside of your country.  

Have questions about your orders?

1 Where I can get the tracking information?

A tracking number will be provided in the confirmation email sent by us shortly after the parcel is dispatched.

2 How can I check my order status?

We send automated emails to update the status of your order. 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 of 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. Once the tailoring of the dress started, changes to the color or size of the dress can no longer be made.

Have questions about Return and Exchange?

1 What is your Return Policy?

Basically, you may return the dress for any reason. If there is no quality issue with the dress, you can return it for a full refund(the previous shipping fee would be deducted). And you are responsible for return shipping. Please check our Return Policy here: https://www.dressafford.com/article/return-policy.html.

2 Can I return a personalized item?

We are sorry to inform you that all custom orders are final. 

3 Will the sizing of my dress be exactly as the measurements submitted in my order?

Fitting Issues: As all of our dresses are hand-sewn, the finished gowns may vary by approximately one inch in either direction of the specified measurements. To ensure your dress will fit you perfectly, our tailoring team will leave the extra fabric in the seams for alteration.