FAQs

Order Issues

How can I track my order status?

1. You can log in our website with your email and track your order status in "My orders" if you placed the order under your resigerred acount.

2. If the order was placed without signing in, you could just use "look up a single order" function to track your order. Please refer to the following steps:

1). Go to Sign In My Account at the right top of our website.
2). Click "order status"
3). Enter your Order Number and Email Address to see your order details.

Why the processing time is so long?

Sorry to confuse you. Since our products are made to order, we need some days to prepare it and another 3-6 days to ship it. Your understanding will be highly appreciated. You can also see the specific tailoring time and shipping time on the product page.

We have checked and confirmed that your order is still being prepared.

Once your order is completed, we will arrange for shipment immediately and send you a confirmation email including the tracking number. If you don't receive the confirmation email till the estimated shipping date, please contact us.

How do I check on the status of my orders?

It is easy to check the progress or status of your order.

Please log into your your account, go to "My Account," and select your order number. Then click 'View order details'. The details of your order will be displayed on that page. There are 4 stages that an order can undergo before it arrives to you.

Order Placed: means that the order has been placed and is in preproduction. During this time, you can request changes to your order or request that it be cancelled.

Order Confirmed means that the payment went through and the order is in preproduction. During this time, the customer can request changes to their order or request that it be cancelled. If the item is a quick ship item, like a swatch or sample dress, then this stage will mean that the order is being processed for shipping.

Processing will only show for made to order items and means that your order has moved into production and changes can no longer be made. Because we are a made to order company, this will be the longest stage an order remains in and generally during this stage, we have no further updates.

All Shipped means that the order finished and is on its way to you! You should be emailed a tracking number for certain orders at this point but if you have not, the tracking number will be listed on the order summary page.

Can I add or remove items from my order?

We are glad that you would like to purchase more from us. Since all the items are prepared after the orders are placed, please place a new order and pay for it on our website first, and then do remember to click chat now button in our main page or you can click contact us to submit a ticket to us, we will help to combine your orders.

How to pay unpaid order?

You may refer to following steps to go to pay for your order.

1. Login to your account and click "My Orders".

2. Find the unpaid order, click "Proceed to pay" to go to the Checkout Page.

Where is my order?

Once you place an order, it will take us some time to either process or make the requested items before the order ships out to you.

Estimated Receiving Time = Processing Time + Shipping Time

If you've already placed an order, your estimated delivery date is in your Order Confirmation email. Or you can find it on the Order Details page via this link.

Once your order has been shipped, we will email you a confirmation and tracking number with updated delivery information. Alternatively, you can retrieve the tracking number on the order details page via this link.

If your estimated delivery date has passed and you order hasn't been delivered, please Contact Us for further help.

Shipping & Delivery

When will you ship my order after I order it?

Before your order is shipped, dennisdresses.com has to process your order and put all your items through its strict quality control tests. Because of this, Total Delivery Time is different from shipping time alone.

Total Delivery Time = Processing Time + Shipping Time

Why it shows that my tracking number is invalid?

If it happens, there might be two reasons:

1.When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 days) to see any activity once it has shipped out from our end.We suggest you wait few days more.

2.Or you will need to get the destination tracking number for some shipping methods. You can get the new tracking number when you track at the link sent to you in the confirmation email. If you still cannot find the updated tracking number, please contact us. We are willing to assist you on this issue.

What can I do if I did not receive but tracking says delivered?

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. Please also contact your local post office or shipping company with the tracking number. In some cases, post offices may require customers to collect parcels in person for international deliveries. If you still cannot find your package, please feel free to Submit a ticket.

Why my package status did not update for several days?

For an unshipped order, if it is in production stage, there will be no further updates until the order is completed.

For shipped orders, sometimes it takes several day for the tracking information to be updated. If your shipment is from our international warehouses and is in transit or clearing customs, the information will not be updated until it reaches next shipping station (may require 3-7 days).

Sometimes the shipping company has not updated the package information. We suggest you wait a few more days.

You shipping fee is too high?

We are always working with the most trustful delivery companies and the shipping cost depends on the weight of the items you order, the shipping method you choose and the delivery destination. Considering the competitive price of our products, it's still quite cost-effective to purchase from us. We sincerely hope you could have a try and we will never let you down.

A Note Regarding Coronavirus (COVID-19)

Dear customers,
With the increasing concern about Coronavirus (COVID-19), we want to inform you that Dennis Dresses is closely monitoring news and reports from the Centers for Disease Control (CDC) and we are taking precautionary measures to ensure the health and safety of our customers and employees.
We understand that this could be a stressful time for our customers since the COVID-19 outbreak. Our customer service team are doing our very best to demonstrate our commitment and provide you the best assistance, and we want to ensure you our focus is to assist you promptly. Please be assured that we will answer to each one of you as soon as we can. Thank you for your patience and comprehension.
The COVID-19 has impacted and affected the orders but, please be sure that if you already placed an order on our website, your items will be prepared and shipped as soon as possible.
For new purchases, we will make and send the items according to the tailoring time and shipping time indicated on our website.
We need to stay united during these tough times, and we appreciate all our customers' efforts. We want to express our best wishes to you. Thank you for your time, patience and understanding.
Love from all of us
Dennis Dresses team

Returns & Refunds

What is your return/exchange process?

You may need to Contact US to initiate the return process within 14 days upon receiving your items. Our after-sales department will handle the issue thereafter.

Can I return a standard-size dress?

Yes, you can return any standard size item within 14 days of receipt of your item for a full refund (excluding shipping fee, as long as it is unworn, unwashed, unaltered, undamaged, original tags attached).

What is your return policy?

Dennis Dresses will issue a full refund including tax and shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to our Customer Service team directly for assistance with processing your return.

Please keep in mind that all dresses are uniquely made to order to keep costs low for our customers. We also understand that colors on your computer screen can be a little different to how they appear in person. For these reasons, we encourage you to order a Swatch (free shipping) to help you decide.

FOR ALL RETURNS:

Dennis Dresses will only issue one prepaid return label per order. You will be responsible for paying shipping fees including, but not limited to, the cost to ship and any shipping materials on additional returns. Because of this, we recommend returning all unwanted items at one time.

FOR ALL STANDARD SIZE DRESSES, SHOES, AND ACCESSORIES:

Dennis Dresses will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).

Please note:

* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* Original shipping fee & return shipping fee will not be refunded.
* As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.

FOR ALL CUSTOM SIZE DRESSES:

At Dennis Dresses, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!

A few things to remember about custom dresses:

Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.

We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!

FOR ALL PRESONALIZED AND PERSONAL CARE ITEMS:

All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.

FOR ALL SAMPLE SALE ITEMS:

All Sample Sale items are final sale. No returns, no refunds, no exchages.

EXCHANGE POLICY

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period

HOW TO RETURN

1. Submit a return request at Contact Us to Customer Service within 14 days of receiving your order. Please include the reason for return and photographs for verification.

2. Once we have approved your request, you will be sent a return form which needs to be included with your return. Please send your item(s) using local post within 14 days from receiving the return form.

3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.

4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank).

Please note:

* We reserve the right to refuse the return if received in an unacceptable condition.
* We cannot process any products that are returned without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.

CANCELLATION POLICY

All our items are made-to-order, including standard size items. Once the tailoring process has begun, there will be Labor Costs and Material Costs, with this in mind, please refer to our cancellation policy below:

• Unpaid orders are automatically cancelled after 5 days.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24–72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.

Where is my refund?

Refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment. It generally takes us up to 3 business days to process a refund and then it can take your bank some additional time to get the funds back into your account. Once the refund is processed on our end, we will email you a confirmation.

For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. This can take up to 3 business days but may take longer during our busy time of year (January - March).

It usually takes 3-10 business days for the funds to be credited to your account, depending on your bank or payment service. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.Your bank or payment service may levy a small transaction charge.

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

In the unlikely event that you haven't received an email after the timeframe shown above, please Contact Us, and we'll get back to you as soon as possible.

How do I process a return?

To return your item(s), simply follow the procedures as below:

Step 1: Obtain your Return Form

Initiate your return (Return Form) within 14 days of receiving your order.

1.Log into your Account and select the order you want to return. If you checked out as a guest, go to Order Status and enter your order number and email. You can find your order number in your confirmation and shipping emails or on your packing slip.

2.Select the detailed item(s) you want to return >> Click on the "Returns & Refunds" button >> Submit return request. Please include the reason for return and photographs for verification.

3.Once we have approved your request, you will receive an email with details about your return, including your Return Form and the address where you should ship your return.

Step 2: Pack it up und Send if off

Please ship your item(s) using local post within 14 days from receiving the return form. The Return Form needs to be included with your return.

Step 3: Return Received

When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.

Step 4: Refund Processing

Once your return confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank). You will receive a confirmation via email when your return has been processed.

Please note:

* We reserve the right to refuse the return if received in an unacceptable condition.
* We cannot process any products that are returned without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.

I returned the package. When can I receive my refund?

For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. This can take up to 3 business days but may take longer during our busy time of year (January - March).

It usually takes 3-10 business days for the funds to be credited to your account, depending on your bank or payment service. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.

In the unlikely event that you haven't received an email after the timeframe shown above, please Contact Us, and we'll get back to you as soon as possible.

Payments & Promos

How can I change payment methods?

If you have an unpaid order and want to use a different payment method, it's easy:

I1. Sign into ‘My Account’ and click ‘My Orders’ in the upper right corner.

I2. Click on the unpaid order you want to complete payment on.

I3. Click ‘Edit Order’ and select your desired payment method, and then proceed to pay.

How can I pay with Wire Transfer?

To send a wire transfer, just submit instructions to your bank, and provide the information about our account (you can find this on the order details page).

After you transfer your money, please inform us of which method you use, sender name, transaction ID and the transaction amount as well as the country you transfer the money from. You can also choose to chat now or email us.

I failed to pay online, can I pay with wire transfer or western union?

We are sorry to hear that you cannot complete the payment online. And we can provide two other payment methods: wire transfer and western union.

However, if you use these two methods, it may take a longer time. To ensure that we have enough time to prepare the order for you, please contact us to tell us your deadline. And we will also provide you the bank transfer information when you contact us.

I failed to pay with my Credit or debit card?

possible reasons for the failure of the payment might be:

1) Incorrect or incomplete card/account information
2) Inadequate credit or account balance
3) Your card is not set up for global online transactions
4) Authorized or default online transaction limit is too low
5) Technical problems with the payment system

We suggest you:

1) Double check your card/account information to make sure it is correct
2) Use a different card or payment method
3) Contact your bank/service provider to enable related functions (e.g. global online payment) or get more details

If all the above suggestions cannot help you solve the problem, we suggest you use PayPal to complete your payment because PayPal is very fast and it can ensure the safety of your money.

If you have a PayPal account, please choose PayPal to complete your payment. If you don't have a PayPal account, you can also pay via PayPal. (You don't need a PayPal account for this) Simply choose Paypal from the payment methods at the checkout page and provide your card information in "Pay with a debit or credit card " option, then you can pay with your card also.

I failed to pay with PayPal?

If it is still not working, here are two other ways you can try. Firstly, please try it again later using another Internet browser. If it does not work, you may DELETE COOKIES to refresh your computer. But you have to relog in our website if you choose this way.

You can also simply send the money directly to our PayPal account: angelladresses@outlook.com. Once receiving your money, we will update your order status and start preparing your order immediately.

Here are the steps for you:

1) Log into your PayPal account.
2) Go to the first page and press the button "send money", and you will be required to put your email address and the amount.
3) Please key in our PayPal account angelladresses@outlook.com and the amount.

Do you offer Cash on Delivery (COD)?

We are sorry that we are unable to provide cash on delivery for the time being. Please understand;As a formal and reliable company, we always prepare items with high quality and also cooperate with trustworthy delivery companies such as DHL, UPS, TOLL and Post Office to ensure the safety of parcels.
After placing the order, you can check the order status on our website or email us for details at any time. Once your order is shipped, a confirmation email including the tracking number will be sent out so that you can track the parcel on the corresponding delivery company website.

Account

Can I change the design of a dress?

Currently we can only add spaghetti straps and remove trains for some of our dresses. For other changes, you can Contact US for more information.

Is it safe to order from you?

One of the most secure online system is applied to our website to protect your personal information against unauthorized use.

We are a member of BBB (Better Business Bureau) which is a nonprofit organization focused on ensuring fair and equal transactions between consumers and businesses.

We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.

Will you save my personal information?

We respect your privacy and keep your personal information confidential.

When you visit our site, the information collected is stored by your browser, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.

How to delete my account?

We’re sorry to see you go but if you need to delete your account, we completely understand.

For deleting your account, just email us your account email address and we'll delete it.

You will not receive any notice from our system after we delete your account. You can have a test on Dennis Dresses website. If the account was deleted successfully, it will

show "The Email Address or Password you entered is incorrect'' as the following picture shows.

If you signed in with your Facebook account, you can delete by yourself as the following example picture shows. Log in Facebook website, click "Settings"--"Apps and Websites", then choose websites you want to delete, click "Remove".

How do I unsubscribe from your newsletter?

We’re sorry to see you go but if you need to unsubscribe from our newsletter, we completely understand.

You can either unsubscribe by clicking the "click here" button at the bottom of each email we sent you or you can just email us your account email address and we'll take care of the rest.

Please find an example below, which is the bottom of one email.

Please keep in mind that if you still have an account and an active orders from us, you may still get emails about that order (such as notification that it has shipped).

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 Gmail the first time, you will need to click the "Sign in with Facebook" or "Sign in with Gmail"button to log in.
3. If you still can't log in, please click this link to reset your password. We'll then email you a link directly to your registered email address to reset your password.

We recommend checking your junk and spam folder if you're having trouble finding i

Company: SuZhou Wedding Dress Corporation Limited
Address: 2/F, 18 Wing Lok Street, Sheung Wan, Hong Kong
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