Shipping policy

Scope of Application

A. Shipping Costs

• Calculation: Shipping fees are displayed in real-time at checkout, automatically calculated based on order weight (approx. 0.5–1kg per dress), delivery region, and carrier.
• Free Shipping: Orders over $89 qualify for free standard shipping (contiguous 48 states), with discounts applied automatically at checkout.

B. Delivery Timeline & Processing

1. Transit Period:
   • Standard Shipping: 3–5 business days (Mon–Fri, excluding holidays) for routine purchases.
   • Express Shipping: 1–2 business days available for an additional fee (displayed at checkout, recommended for urgent occasions).
2. Order Processing:
   • Cut-off Time: 5:00 PM EST (New York) daily; orders placed after this time will be processed the next business day.
   • Handling Time: 1–2 business days (weekends/holidays excluded; lace or silk dresses may require 1 extra business day for quality inspection).

C. Shipping Methods

• Carriers: Default services include UPS, USPS, or FedEx, with the system matching the optimal provider by region (e.g., USPS for the West, UPS for the East).
• Tracking: Tracking information is emailed within 12–24 hours of shipment, enabling real-time updates via the carrier’s website.

D. Address Changes

• Modification Window: Email [email protected] within 24 hours of ordering to request an address change (include order number and new address).
• Restriction: Addresses cannot be modified after shipment. Orders returned due to incorrect addresses will incur re-shipping fees (possible additional handling charges for dresses).

E. Order Cancellations

• Unshipped Orders: Cancel anytime before shipment via customer service or your account dashboard.
• Shipped Orders: Cancellations are not available for dispatched orders. Refer to our Return Policy for eligible returns (dresses must be unworn with tags attached).

F. Damaged Parcels

1. Before Delivery:
   • Reject the package and contact customer service ([email protected]) with photos of the damaged parcel for a re-shipment or refund.
2. After Delivery:
   • Within 24 hours, email photos of the damaged package and dress (include details for lace/silk fabrics) for review and resolution.

G. Manufacturer Direct Shipping (for select collaboration dresses)

• Delivery Method: Manufacturers use standard economy shipping, with carriers selected by region (e.g., FedEx Ground for Western manufacturers).
• Processing Timeline:
  • Order Handling: 1–2 business days (potential delays for collaboration styles due to inventory coordination, with advance notice from customer service).
  • Transit Time: 1–5 business days (e.g., 3–5 days from California to New York).
• Tracking & Support:
  • Tracking numbers are emailed upon shipment; contact us for logistics assistance.
  • These orders are eligible for the same return policy as in-house items (tags must be attached).

H. International Orders (Supplementary Notes)

• While primarily for U.S. orders, international shipments note:
  • Duties & Taxes: Import duties and VAT are the buyer’s responsibility; estimated costs may display at checkout (subject to actual customs fees).
  • Customs Clearance: Provide required documents (e.g., invoice, packing list); failed clearance leading to returns incurs self-funded re-shipping.
  • Delivery Time: 7–15 business days, with potential delays due to 不可抗力 (e.g., pandemics).

I. Tracking & Inquiries

• If you don’t receive a tracking email within 12–24 hours:
  1. Check your spam folder.
  2. View order details in your account dashboard.
  3. Contact customer service with your order number (faster response during business hours).

J. Customer Support

• Contact Us:
  • Email: [email protected] (subject: "Shipping Inquiry + Order Number"; include dress photos for faster processing).
  • Phone: +1 917 416 2384 (Mon–Fri 9:00–18:00 EST; dedicated support for lace/silk shipping inquiries).