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FREQUENTLY ASKED

QUESTIONS

Do I have to register(Sign Up) to order?

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Yes.   Unlike other stores, we are selling custom products.   In order to communicate with you for your order processing, we need to have your information.   Also, in order to synchronize measurement data to the correct customer, we need the customer’s registration ID.

Our specialist who will measure your body size needs your user ID to input the measurement into the system.  And you should be logged-in to proceed to checkout.

We do not keep your payment information.  When you process your payment, your payment information is transmitted to the PayPal system and verified there.

After you receive the product and have no issues with it, you can cancel your registration.  To cancel your registration, go to “My Account” by clicking “My Account” on the header.

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How do I cancel my user registration?

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Go to “My Account” by click “My Account” on the header and you can close your account.

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Where are you located?

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We are based in Utah in the USA.

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What is the quality of your dresses like?

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All of the photos on our website are products that are made by us.   You will receive the same dress that the model is wearing in the photo(custom made to fit you), and the quality of dress is same as what the model is wearing as well.   We do not use cheap fabric and materials, and we do a detailed inspection on each dress. We guarantee the quality of our product.

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Do you sell bridal gowns only?

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Currently, we only sell bridal gowns. We will sell bridesmaid dresses soon.

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Do you sell custom (made to measure) dresses only? Why?

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All wedding dresses are hand-made products, so there is no big cost advantage by using mass production.   In fact, mass production would be more of a risk because we may experience losses by retaining inventory.   In addition, customers would need to invest extra money and time for alterations, which is usually not cheap.   For these reasons, we decided to sell made-to-measure dresses only, producing the right fit from the beginning.

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What mostly affects the price?

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The quality of the fabric, the amount of fabric, embellishments, the type of design, and the intricacy of the design all affect the price.   Silk is the most expensive fabric, and its cost depends on the composition of silk (i.e. 80% silk is less expensive than 100%).   The complexity of the design is mostly due to the embellishments; beading makes the price increase not only due to the material itself but also because of the labor that goes into creating it.

A famous designer’s gown is another factor that affects the price exorbitantly.   Therefore, don’t stick to a designer gown when you choose your wedding gown.   You can find many similar designs on our website.  Finding a dress that is right for you while staying within your budget is the number one thing you should consider.

Made-to-measure dresses are expensive.   However, we provide made-to-measure dresses at same price as pre-made dresses.  When you take into consideration the alteration costs that you will have to spend on a pre-made dress, our product is more affordable.

 

 

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Can you replicate a dress using a picture that I provide?

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No.   There are two main reasons for this.

  1. We can’t guarantee that we can obtain the same material required to replicate the dress.

  2. The cost of making a replicate is higher and more complicated. 

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What fabric/materials do you usually use on your wedding dresses?

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Chiffon, Organza, Tulle, Taffeta, Satin, and Lace are the most commonly used fabrics.   Click “Fabric” to see how it looks.

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The dress I received is beautiful and all the quality is excellent. But the color is a little different than the pictures on the website. Is that normal?

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Due to the difference in lighting and the computer monitor settings, the color may be a little different.  This is normal.

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If I choose rush order, does that mean you will rush to make the dress? Will this affect the quality of the product?

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If you choose rush order, we will make your dress more quickly than others, but that does not mean that we will finish your dress hastily.  We will arrange to tailor your dress first on our schedule, so high quality is still guaranteed.  

However, you still need to take on the risk of a worst case scenario.   There is a slight possibility that the product will have a defect in size or something that can’t be fixed.  In this case, we will be happy to remake the dress or refund you the full amount of the dress. However, if your wedding date is close, it may not be possible to remake the dress by the day of your wedding.

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Do I need to do dry clean or press the dress before I use?

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No.  You can wear the dress without dry cleaning or pressing.

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How long should I order in advance?

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We need about 3 – 6 working weeks for us to make and ship the dress you order.   Also, make sure to include a time frame to accommodate any alterations, if necessary.   Even though these situations are rare, we recommend taking into consideration the amount of time that your dress may need to be re-made, just in case there is no way the issue can be fixed with alterations.  

It will be best to put in an order two months in advance (or at least one month in advance) of your wedding event or photo shoot.

 

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How to place an order?

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Please read “How To Shop” on the menu title and follow the steps as described.

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How do I get measured?

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You do not have to measure by yourself.   Just contact one of our specialists using the information on Contact page in order to get measured.

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Can I change the color or some other part of the original product?

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Yes, you can.   You may add a jacket or sleeves, change the style of the back, eliminate some embellishments, etc.    You can choose the color and back style(closure) option when you choose the product.   However, please be aware that the option you choose may be limited due to the unavailability of materials, colors, or other specific design issues.   We try our best to fulfill our customers’ preferences, but we recommend not changing the original design unless you have a specific reason.  

This is in order to avoid any trouble or late delivery that may arise due to miscommunication or the lack of supply of certain materials.

 Please be aware that the cost will vary depending on modifications.  There will most likely not be a cost change if the modification consists of cutting or shortening, such as removing sleeves, taking off embellishments, or shortening/lengthening the dress without changing the design.   However, making additions to the dress or changing the design (such as to add lining, add sleeves, replace fabric, etc.) may normally cost an additional $50 – $200 . 

If you want to add sleeves or straps onto a sleeveless/strapless dress, consider adding a jacket that matches that design instead of modifying it.

 In order to confirm the possibility of modification and the additional cost, please contact us before you place an order.   If you want to make a change after you have placed your order, we will try our best to fulfill your request.   However, please understand that sometimes it may take a couple days to receive a response because we will need to check with the remote manufacturing facility.

If we confirm with you that the modifications that you would like on your dress are possible, input the “Style Modification Charge” amount we give and write a note describing how you want to modify the dress in the “Specific Note” field on the Single Product page.

 

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How do I pay for the additional modification charges, if applicable?

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You should get a quote from us via email first. Or just ask our specialist about the possibility and price of modification.   Choose that amount in the “Style Modification Charge” drop down box on the product page with an explanation of the modifications you would like in “Specific Note” text box.

If you choose to make modifications after the completion of your order, you can send the modification details via email (support@dressance.com) with your order number.   If extra charge will be applicable, we will process manually.

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Can I request to put a bustle when I order?

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Sorry, we don’t accept that request.  The reason is because the position of the bustle is different based on the customer’s preference and the style of the dress.    So, we do not know which position we should put the bustle.   The position of the bustle can only be determined once the customer tries the finished dress on.

If you want to put on a bustle, request to our specialist.   You may have to spend an extra $20 – $40.

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What if I am pregnant?

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When you place your order, leave a note stating how many weeks you will be pregnant as of your event day in the “Specific Note” text box.  Our production pattern technician will take this into consideration.   

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What if I have a question before I place an order?

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Send an email to support@dressance.com.

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After we receive your payment, we will start making your dress immediately to ensure timely delivery.   We will allow you to cancel your order or change the product (design) within 48 hours of placing your order with no penalty.   If you cancel your order without any reason after 48 hours has passed, we will refund the money after deducting a penalty.   Please understand that this is because your order is made-to-measure, and we cannot resell your dress to anyone else once it is made.

Changing The Product

We will try to allow you to change the product as long as it is not already in the production process.    If a product change is possible, the adjustment of the price will be processed manually.  We will charge you an additional price or refund you for the price difference.

Cancellation Charge

  • Within 48 hours of your order, we will refund you the full amount.

  • 3 – 6 days:  We will refund 70% of the amount paid.

  • 8 – 15 days: We will refund 50% of the amount paid.

  • After 15 days: We will refund 30% of the amount paid.

What payment methods do you accept?

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We accept most major credit cards, as well as PayPal. 

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Why do I have to pay full amount when I place my order?

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It is mainly because of the system that we use.   It is our main system, not our individual partner (specialist), that collects the payment.   It is difficult to control payments or refunds that are made to the remote partner (specialist).

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Do I have to pay sales tax?

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Unless you are a buyer in Utah, which is where we are located, no sales tax will be imposed.

 

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Do I have to pay a custom duty?

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Unless you are a customer outside of the USA, you do not have to process customs clearance because all shipments will be via a courier company who will do that processing.  Customs duty and processing depends on the country.   This is out of our control and we can’t know every country’s customs duty regulation.   Please check your government’s regulation of customs duty.

USA customers may not need to pay customs duty for most of the products purchased from us.   Below is a helpful description of customs duty by the CBP (U.S. Customs and Border Protection ).

 

International Postal Service: Merchandise shipped through the international postal service is forwarded upon its arrival in the United States to one of U.S. Customs and Border Protection International Mail Branches for clearance. If the item is less than $2,000 in value and is not subject to a quota or is not a restricted or prohibited item, a CBP official will usually prepare the paperwork for importing it, assess the proper duty, and release it for delivery. This procedure is generally referred to as a mail entry. Packages whose declared value is under $800 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP. However, CBP always reserves the right to require a formal entry for any importation and generally exercises this option if there is something unusual about the importation, or if important documents such as an invoice or bill of sale do not accompany the item.

 

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Is my credit card and personal information secured using your website?

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Yes.   All credit card information that you supply is transmitted to PayPal and processed in PayPal’s system.    We do not keep your credit/debit card information in our system.

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Why is my payment is not going through?

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If you’re having some trouble with your payment, check an try the followings. 

 

  • Check if all of the required information is correct.

  • Check if you have enough credit or balance.

  • Try payment via PayPal if you have a PayPal account.  If customers do not have a PayPal account, checkout via PayPal guest checkout. 

  • Try with a different card if you have another card.

  • Contact your bank.  Your bank may limit your one-time payment amount or first-time online purchases.  Your card might be on hold because of suspected fraudulent activity.

  • If everything above is fine but you can’t use your card, please contact us via email (support@dressance.com). We will check with our processing company and help you.

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What if the delivery is lost or damaged during shipping?

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If the item was damaged during shipping, we will refund you the full amount or remake the dress.    To be eligible for that, please send us an email (support@dressance.com) attaching photos that can prove the damage or any other issue.   However, please understand that if the courier confirmed the delivery was made but the item was lost, the responsibility of the lost item will be determined through an investigation.

If you selected our specialist’s address for the shipping address, we will take responsibility for damage that occurs during shipping or other shipping issue. 

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How much is the shipping cost?

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Shipping is free.   We use expedited shipping for all orders.

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How do I check the status of my order?

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As soon as your order is shipped, we will normally send you a shipment notice with a tracking number to your email.   You can track your order on carrier’s web site with that tracking number.  

If the carrier does not make the delivery because no one was available at your place to receive the delivery, the carrier will take it back to their terminal.   Check with your local carrier if you do not receive the product on the scheduled date.

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Do you ship to PO Box, APO/FPO?

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Our shipping partners do not deliver to PO Boxes or APO/FPO military addresses, so you need to receive the delivery at a personal street address.  If you have no other shipping address besides a PO or APO/FPO address, we will take care with extra US domestic shipping charge.   But be aware that delivery may be delayed.

 

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Which delivery location do I need to choose?

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Your order is set be delivered to the address of our offline specialist by default.    You can choose to input a different shipping address, but we recommend that you pick up your order at our specialist’s location and confirm the delivered product with our specialist. 

Please be aware that we are not responsible for undelivered products if the delivery failure is due to the customer (i.e. the courier returned the delivery back to us because you were not at the delivery location multiple times and did not pick up the package at the courier’s location).

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What countries do you deliver to?

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We can ship to all countries in the world.   There may be particular locations that we might require additional information to ship.  We are not responsible for any issues with custom clearance and customs duty, unless you kept the shipping address as our specialist’s address and the shipping address is not in USA.

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When am I not eligible to make a return?

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Please read “Eligibility of Return/Remake“. 

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How do I make returns?

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Please read “Return” and other related topics.    Please contact us (support@dressance.com) or our specialist before making any returns.

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How long are returns and remakes accepted?

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7 days after you receive your order.

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Do you pay for the return shipping fee?

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If you bring your order  back to our specialist, you are not responsible for  any return shipping fee .   If not, we only pay for the return shipping fee for items that are defective, damaged, or mis-shipped due to a mistake on our part. 

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When I will I receive my refund?

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Refunds will be made within 5 – 7 business days to the credit/debit card or PayPal account you used to purchase the product.  

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What do I need to do if a size doesn't fit or if the product is defective?

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If the size does not fit, see the specialist who measured you.   They will take care of any issues.

 

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Can I request to have my dress to be re-made instead of altered or repaired?

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As long as the issue can be fixed through alterations/repair, we do not accept returns or remakes.

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How much do you cover for alterations or repairs?

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If you see our specialist, you will not be charged for any alterations or repair.   However, if you are not near one of our specialists, we will refund up to $250 or 30% of the product purchase price, whichever is higher.    For example,

 

  • If you purchased a $600 product and alteration cost is $240, we will reimburse $240 ($240 is more than $600 x 30%).  

  • If you purchased a $1,200 product, and alteration cost is $400, we will reimburse $360 ($1,200 x 30%) which is more than $250. 

     

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Can I choose any shop for alterations or repairs?

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No, you see our specialist if your measurement was done by our specialist.  If you are near to that specialist, contact us via email and we will give you instructions on what to do. 

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ABOUT US

DRESSANCE

HOW IT WORKS

SHOPPING TIPS

We Wish Your .....
  • wonderful wedding !!!
  • wonderful honeymoon !!!
  • wonderful life !!!
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