FAQS

1. Accessories in the dress picture are FREE?

The price is just for the dress. Any other accessories in the picture, just like veil, jacket, petticoat, etc. are not included, and if you need one, please feel free to contact us.

2. Can I return or cancel the dress if I change my mind/Can I order more than one dresses but just keep what i like the best and return the others?

Each dress is made to order from zoeprom, including standard size dresses. The custom nature of our dresses means our cancellation and Return Policy is stricter than other items, so it's important to order carefully.

3. How long can I receive my item/Why does processing status last so long?

Total Delivery Time is based on the tailoring/processing time + shipping time, you will find them in the product pages.

4. How can I make sure I order the correct size and fit?

Compare your unique measurements with zoeprom's size chart and measuring guide. By selecting "Custom Size", your dress will be personally tailored according to your exact measurements.

5. Can I order this dress in a different style/fabric/length?

Yes, we could make it in a different style/fabric and length. But please make sure the change of your desired dress is not too much, if not, the dress will not look nice at all. You know, not all of us are professional designers, the more you keep the original design it is, the more beautiful dress you will get. As for these alterations, you just need to leave us a message when placing the order. There will be one place for you to leave a message when checking out, then our tailors will make the dress as you required.

6. What payment methods do you currently accept?

We accept the credit cards or debit cards with Visa, Visa Debit, MasterCard, etc. If you are not able to pay for your order online, we still have western union and bank transfer as the payment methods.

7. How can I check my order status/How do i track down my order?

If you want to track the status of your order, like where is your order, when you will receive your order, whether your order has been dispatched yet, please log in first and click “order status” at the top-right corner at any page of the website.

8. Are there any additional fees involved in shipping?

In some cases, your destination country may charge customs duties or other taxes. We have no control over these charges as customs policies vary widely from country to country. Please check with your local customs office for further information. But we will do our best to ship your order as gift or some other ways to avoid the taxes.

9. Where can you ship to?

We ship worldwide. There may be particular locations that we might require additional information to ship to, However, if your country is not on our shipping list, please contact us immediately.

10. What kind of warranty or guarantee do you offer on your products?

We sell products that we believe to be of high quality and reliability. Before shipping each dress to our customers, our Q&C personnel will do detailed check to ensure the high quality and Never on purpose send out damaged or faulty goods.

11. What is your Return Policy?

Customers need to contact zoeprom Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or color error, you are qualified to get a refund. However, if the item is not faulty or it is made accordance with the size you ordered but does not fit, please note that we will Not accept your returned item.

12. How much will the shipping cost?

We have two shipping methods including expedited shipping and standard shipping. The shipping fee varies from country to country. It also depends on the weight of the items you order. You may place a test order to check the shipping fee.

13. How long is the delivery time?

As for shipping time, usually you can get your order in 30 days(wedding dresses and dresses with complicated workmanship will take an additional 5 days). If you want to get it sooner, we also have rush order options for your reference: extra 9.99usd as the rush fee, can let you get your order in 25 days, and extra 19.99usd can do that in 20 days, then extra 39.99usd can let you get it in 15 days(wedding dresses and dresses with complicated workmanship will take an additional 5 days). Should you have any other concern, please feel free to contact us:)

14. How is zoeprom different from other online bridal stores?

zoeprom goes right to the source to purchase our beautiful gowns. The gowns we sell are of the same high quality as the designers sold in traditional salons and by other online retailers. Although we do not sell “designer” labeled gowns, you still get a beautiful bridal gown, without the designer price.

15. If I place the order today, can I get my dress in 10 days?/ If I select one from ships in 24 hours, how long will I receive the dress?

As your time is too tight for us, we suggest you select your favorite dress from this link: http://www.zoeprom.com/instock where the dresses could be delivered in 3-5 days once they are ordered from "Ships In 24hrs" with selectable sizes or colors. Otherwise, usually you can get your order in 30 days(wedding dresses and dresses with complicated workmanship will take an additional 5 days). If you want to get it sooner, we also have rush order options for your reference: extra 9.99usd as the rush fee, can let you get your order in 25 days, and extra 19.99usd can do that in 20 days, then extra 39.99usd can let you get it in 15 days(wedding dresses and dresses with complicated workmanship will take an additional 5 days). Should you have any other concern, please feel free to contact us:)

16. what does the earliest arrival date mean?

The earliest arrival date means the earliest date you could get your order provided that you select rush order and pay for extra rush fee of 39.99usd.

17. Can I send you a picture of a dress not from your website and you make it for me?

Yes, we could customize the dress even though it is not on our site. And you just need to email us about the pictures via [email protected] about this. We will get back to you as soon as we could. Thanks.

 

You may also have these questions:

Q: I was wondering if anyone can tell me whether or not i could get it to fit with being pregnant??? plz get back to me.

A: We do offer maternity dresses for customers. To make the right maternity dresses for you, firstly you may need to tick custom size and choose your current measurements, which costs extra $9.99. Secondly, we hope you could tell us your current belly size in the comment box when you check out. There will be a comment box for you to leave a message when submitting your order. To help you get accurate measurements, please kindly refer to our measuring guide .
For any other questions, please feel free to contact us.

Q: Is your size chart based on UK or USA standard? How is better to order right size?

A: Our size chart is based on the USA size. You could find your correct size by referring to our size chart. You may also refer to our measuring guide to see how to get professional measuring. If you have concerns about the size, we highly suggest you choose the custom size. Please get the professional measurements first and fill in the exact measurements when you place an order.

Q: Could we possibly get color swatches from you to see how the colors would work for this dress? Thank you!

A: We understand that it would be hard to choose the color over a computer screen, but we feel so sorry for that we are not able to ship you the color swatches for some customs reasons. As you know, we have many years’ experience of tailoring dresses, you just need to tell us your requests to your desired dress, and we will make a perfect dress for you. Should you have any other concern, please feel free to contact us.

Q: What if I would like the dress shorter?

A: Yes, we could make the dress shorter for you and you just need to leave us a message for how much shorter you want when placing the order, there will be one place for you to leave a message when checking out. Also, we suggest you select "custom size", so that the dress length will fit you much better.
For any other questions, please feel free to contact us.

Q: What if I would like to add straps to the dresses? Do I need to pay extra money?

A: For most dresses, it is OK to add spaghetti straps, and it will be free of charge. And you just need to leave us a message for the straps matter when placing the order, there will be one place for you to leave a message when checking out. For any other questions, please feel free to contact us.

Q: Can you change the back style of the dresses for me?

A: We do understand that you will prefer a dress with your personal characteristics. However, considering the original beauty of the dress, changing the back style will not be possible currently.We have a large collection for your choice. You may have a look at other dresses with the back style you want. Thank you.

Q: If I order this dress in a standard size, can i return it if it does not fit?? Or if I just do not like it?

A: If we send wrong or unmatched dress, we will take all responsibility and give you a top solution to your best satisfaction. We are afraid that return without reason is not acceptable. So please measure your body precisely in accords with our website size chart. We offer the Size & Color Guide for your good use. Each dress you order will be made from scratch totally according to your specifications. Our tailors will make the perfect dress for you :)

Q: Hi I would love to order this dress for my wedding in April do you all ship to United Arab Emirates?

A: We ship worldwide but sorry for that we don’t ship orders to your country. However, if you really want to place orders from our site, we would like to ship your order to you provided that you can pay extra for the shipping fee. Is that ok? If so, you just need to choose one country which is available when you place the order, such as United States, and leave a message about your correct shipping address. There will be one place for you to leave a message when checking out. Then we will let you know how to pay for the shipping after you place the order. Any other concerns, please feel free to contact us.

Q: I'm trying to order a dress with knee length in custom size. When I am entering in my measurements as I want this in the Short length and not the long length, I'm still being asked to give the hollow to floor measurements which I do not require. Can you please tell me how I am able to place the order for this in the short length and not the long?

A: For the short dresses, our dressmakers will make the length based on the hollow to hem you fill in. You may also need to fill in the hollow to floor measurement, which can help us calculate your height so that we can ensure making the knee length dress for you. You may refer to our measuring guide to see how to get professionally measuring.

Q: Hi do you have real stores? Where can I try the dress on? I am a bit nervous to order the dress online without trying it on first..

A: We are so sorry but we do not have real stores in your place and we just do online business. We make high quality dresses in accordance with the pictures. While shopping online, you can also enjoy more competitive prices. Please feel free to contact us and we are willing to give you some professional suggestions.

Q: Can I place my order over the phone?

A: For the moment, we only accept orders on line. You may complete the payment online with your credit cards and your rights will be safeguarded by your bank. You can also pay for your order via bank transfer or western union.

Q: I placed my order and my payment just was not gone through?

A: Please do not worry. Just go to our live chat or email us via [email protected] with the order number you need help with and specify the payment problems you encountered. We will give you a reply online instantly or within 24 hours to sort the problems out or give you other methods for payment.

Q: Dear staff, i would like to know the price of shipping for dresses of your website, or is it free? Thank you in advance.

A: Please understand that the dress is not of Free Shipping. The shipping time and cost depend on your specific address, the weight of the items as well as the shipping method you choose. But if your order amount is over 299usd, you will be provided with free shipping. However, the countries who are not on our shipping list, could not have this privilege.

Q: Can I change the size and color for my dresses after payment?

A: If you want to change the size or color within 24 hours after payment, please kindly contact us. We could change them for you. If it is a few days later after placing the order, it will be too hard to do any changes any longer.

Q: Hi, how do I order multiple items?

A: To place the order for multiple items you will have to follow the procedures as below. 1. Log in on our website; 2. Choose the color, size and add the item into the cart; 3. Press the button “continue shopping” and then add other items into cart; 4. Check out and pay for the items. Our website will guide you with your order.

Q: I am wondering what "hollow to floor" means, i am hoping to put in the custom order.

A: Hollow to Floor is the length from your hollow (center of the collarbone) to the floor. When you measure it, please take the tape from your front, with bare foot. You should stand upright and your feet should keep together.

Q: Hi, I am getting married in april next year but i live in australia and would have to get custom fit, would my dress be here in time.

A: Surely we can deliver the dress to you on time. As for shipping time, usually you can get your order in 30 days(wedding dresses and dresses with complicated workmanship will take an additional 5 days). If you want to get it sooner, we also have rush order options for your reference: extra 9.99usd as the rush fee, can let you get your order in 25 days, and extra 19.99usd can do that in 20 days, then extra 39.99usd can let you get it in 15 days(wedding dresses and dresses with complicated workmanship will take an additional 5 days). We suggest you order your dress about 2 months before your big day.
Should you have any other concern, please feel free to contact us:)

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