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FAQ

Shopping

Can I order by telephone?

YES, we'd be happy to take your order by phone! U.S. customers call us 1-503-429-1717.

Does Christella's have a real store location?

YES!!! We are a REAL STORE ~ NOT just an online portal site!!!

REAL Store, REAL Dresses, REAL People! Christella's Wonderful World of Dresses is located in the heart of Portland, Oregon in a huge historic warehouse built in 1914 that extends the distance of ¼ full city block!!! Our showroom is full of thousands of dresses, 21 dressing rooms, a 780 square foot stage & fashion catwalk runway, 20 foot tall ceilings, accessories galore, shoes, shape wear, our amazing staff & incredible customers! Situated in one of the SE Portland Historic Districts, we are surrounded by the charm, elegance & character of the historic Portland City Center. We have tons of clients who fly across the nation, travel across state lines & even visit from other countries to come find the dress of their dreams at Christella's Wonderful World of Dresses!

We are a full service social occasion dress store. In our store you will find thousands of prom dresses from dozens of manufacturers as well as a selection of bridal gowns, modest bridal gowns, bridesmaids dresses, mother of the bride/groom dresses, pageant gowns, quince gowns, pageant and wedding shoes, shape wear and a large selection of jewelry and accessories! We also rent tuxedos and men's accessories through our affiliate company, Monkey Suits Tux! Monkey Suits Tux is co-located with Christella's.

We work exclusively by appointment to give the ultimate customer service and appointments can be booked on this web site under the "Appointments" tab, (no appointment necessary for tuxedos). We welcome you to come for an in person visit ~ we are proud to be the largest special occasion dress store on the west coast!

How do I make an appointment to come into the store for a dress selection appointment?

Click the "Appointments" tab on the main menu and select your desired date and time.

What is a Special Order?

We are pleased to offer Special Orders at NO additional charge! Items marked as "Special Order" are specially ordered from the designer manufacturer, in your size, specifically for YOU! Based on the latest update from the designer, this item will be available to ship on the date provided to you. In order to make sure that your dress arrives in time for your event, count the designer delivery date, plus the shipping time of your selected shipping method.

Does Christella's have a catalog?

Christella's does not offer a print catalog. All of our styles can be viewed and ordered on our website.

How do I know the length of the dresses?

Dress lengths can be found on most product detail pages. Most of our long dresses are 57"-60" in length (unless otherwise specified in the product description). Most of our short dresses are 27"-33" in length (unless otherwise specified in the product description. Call us if you have any specific questions!

How do I know the fabric the dress is made from?

The majority of our dresses specify the fabric on the product detail page. If you have further questions about a product or fabric description, please call us!

Do the dresses run "true to size" like regular clothes?

Similar to regular clothes, designers are known for their "signature fit." Each designer has an independent sizing chart for their specific designs. Please see the product detail page to verify your measurements against the individual designer's sizing chart.

Expect your size in formal wear to be DIFFERENT than your regular clothes size. In some cases you may be a smaller size and in others a larger size. As we like to say, "Size is in the eye of the Designer…" So, don't get stuck on the number - - the FIT is most important!!!

Where can I find the size charts?

Each designer has an independent sizing chart for their specific designs. Please see the product detail page to verify your measurements against the individual designer's sizing chart.

The dress pictured looks like it is a different color than the description says it is, what color is it?

The dress will be the color that is listed in the title and the description. Please read the title and description to determine the color of the dress. Sometimes the flash of the camera can make a "black" dress look "navy" but if the description says "black", it is indeed black. Every computer is calibrated differently, so expect some dresses to look slightly different in person.

Shipping

Do you ship outside of the USA?

YES! We ship to almost everywhere in the world! If your country is not listed on the dropdown menu for "ship to country" in our checkout, please contact us for assistance. We are proud to ship worldwide through UPS.

What are my shipping options?

We have many shipping options for both domestic and international. View all our SHIPPING OPTIONS HERE.

What if my Shipping & Billing addresses are different from each other?

If you have entered a billing address that does not match your credit card billing address or a different billing and shipping address your order will go through the Christella's fraud prevention department and this will cause a delay with your order being processed.

How long will it take to receive my package from Christella's?

All in stock dresses ship within 1 business day and will be delivered to you in accordance with your chosen shipping method. If your dress selection is not currently in stock, please calculate the shipping time in addition to the designer's ship date provided on the product page to determine your delivery date.

Returns

What is Christella's Return Policy for online sales?

Be assured we want you to be a happy customer and love the dress you have selected! If you are not satisfied, we accept returns for Store Credit (100% of your purchase price minus the return shipping cost) or a refund (less 20% restocking fee) on in stock dresses only. Read our full Return Policy Here

Products ordered and then refused by a customer at their address will incur an automatic 50% re-stocking fee in addition to the deduction of any applicable shipping charges incurred by Christella's. Please note: "SPECIAL ORDER" DRESSES ARE NOT RETURNABLE.

Store Credit

How do I apply my store credit to my next purchase?

After you add the item to your Shopping Bag you will see a grey box called Promotional Code. Enter your store credit code in the box and click on the Apply Code button. You will see the deduction to the price as soon as the code is applied. Store Credit does not apply to shipping cost.

Does my store credit expire?

Your store credit code is valid for up to one year from the date it was issued.

Can store credit be used in conjunction with a coupon code?

Yes. If you have any trouble, please contact us!

Other

What are my payment options?

We accept Visa, MasterCard, Discover, Money Order and PayPal. You can pay via checking account using PayPal.

Does Christella's have Gift Cards for purchase?

YES! In fact, we have two options for gift card purchases ~ Prom Bucks & regular Social Occasion Gift Cards. Purchase your Prom Bucks or Gift Cards **HERE

How do I know if my order was accepted?

If your order was accepted, you will be directed to the Order Confirmation Page and given your confirmation number. Additionally, you will be mailed a Confirmation Receipt for your purchase. If for some reason you lose internet connection or have a question as to whether your order was submitted successfully, please call us.

I've placed my order… now what?

Thank you for shopping with Christella's! You will receive an Order Confirmation via email within 24-48 hours. Should you want to track your order online, you simply have to log on to your account & track via your confirmation number. Once your order has been processed, you will receive an Estimated Shipping email update. If the dress you have selected is not available by your wear date, you will receive a Request for Follow Up email from us explaining your options.

We can't stress enough how important it is that you check your email frequently as this is the way we will communicate with you about your order status. Please be sure that the email you gave us is correct, in use, and that you check it often. If you haven't received an email from a member of our staff with your order status and it's been more than 24-48 hours, please call us at 1-503-429-1717 so that we can confirm!

My original "First Choice Dress" is not available, will you send me my "Second Choice Dress" instead if it is available?

YES, we will! We know how important your special event is and we want to make sure that you have a gorgeous dress to wear! Your Confirmation Receipt will let you know exactly which dress is being shipped to you if you selected an alternate color of your "First Choice Dress" or the "Back Up Second Choice Dress" Option.

Any difference in price will be charged to your card or refunded to your card accordingly.

What happens if none of the dresses I selected are available?

Our Christella's Stylists have a wealth of knowledge about our extensive inventory. Often times there are dresses that are "similar" enough to your "first choice" that we are more often than not able to find you a replacement dress that will make you just as HAPPY! J Call us, we are here to help you find your dream dress!

Can I edit or cancel my order after it has been submitted?

Orders that have been processed cannot be canceled or refunded. Due to the special order nature of most items, we are not able to cancel orders that have already been placed with our manufacturers, especially those that are already in production or in transit. In stock items are generally shipped out within 48 hours and cannot be canceled once in transit.

Because orders are processed and shipped as quickly as possible in order to ensure that you receive the gown you want before your wear date we cannot allow a cancellation period. Most orders are processed within 24-48 hours, but during business hours they are often processed within a few hours. However, if you are able to contact us immediately following the submission of an order, before it is processed & shipped, we will do our best to help you!

Is Christella's an "Authorized Retailer?"

Yes, we are an authorized retailer for every brand we sell here on Christellas.com! We only sell new, authentic items that come straight from the manufacturer, so you can rest assured that you are receiving genuine merchandise. Please Be Warned that there are many FAKE web sites online selling counterfeit goods made illegally in factories throughout the world.

Christella's is a proud AUTHORIZED RETAILER of 100% AUTHENTIC DRESSES.

What is a "Wear Date?"

Your wear date is the date that you will be wearing your item. If we cannot get your item to you before this date, we will cancel your order and notify you via email. We realize that most people need to receive their item well before their event for alterations, accessory shopping, etc… so we always keep this in mind when processing your order.

If you have a scheduled alterations appointment, will be leaving town to travel to your event, or simply require your dress earlier than your wear date, please feel free to list this date as your wear date.

How do I get the wrinkles out of my dress?

It is likely that your dress will have some wrinkles when you receive it, due to packing and shipping. Before you wear it, you can use these tips to get out the wrinkles so your dress lays smoothly.

  • Steaming is the quickest and easiest option for satin, silk, chiffon, organza, tulle, most taffetas, stretch knits, beaded gowns, etc. This can be done with a steaming machine, iron set to steam (held upright), or by a professional cleaner. Be advised that some taffetas and fine silk fabrics may spot with water. Hang the gown for easy access and steam the outer and inner layers as needed with smooth strokes.
  • Ironing is a good option for most fabrics and can be done on a regular ironing board, using a clean cloth between the gown and the iron (to prevent scorching/melting delicate fabrics). Set the iron to steam for faster wrinkle removal. Move the iron in smooth strokes with constant movement to avoid scorching.
  • Hanging some fabrics will cause the wrinkles to fall out naturally. This is the first thing you should do when you receive your dress. It is especially helpful to fluff and separate layered, ball gown, and crinoline skirts.
Does Christella's rent dresses?

No, Christella's does not rent dresses. In fact, we don't rent anything on our web site. We only sell new merchandise from quality manufacturers.

Renting dresses for your special occasion is a risky option considering wear-and-tear on the dresses, late returns from previous weekends, fitting/alteration problems, and possible damage by the previous wearer. These are all things that we don't want to risk for your special day! Rental dresses generally have limited style and fabric options and don't fit as well do to repeated alterations. Christella's offers an extensive selection of new, high quality dresses in many styles and fabrications.

How do I measure for my dress & find the best fit?

Here are our suggestions and tips for measuring and finding the best fit:

For the best fit, DO NOT GUESS at your size. Formal wear dresses run about one size smaller than your normal clothing size and vary from designer to designer.

Measure first---then determine your size from the size charts listed on each page of dresses. Make sure that you are using the specific designer's size chart. Order the size that comes closest to your measurements. If your measurements are between sizes, choose the larger size as it is always easier to alter the dress down than to let it out. Remember, the size will not be displayed on the dress when you are wearing it, so don't get hung up on numbers! You'll look best in a dress that fits, no matter what the size!

In most dresses the waist and bust measurements are the most important, but if your dress is fitted through the hips (mermaid or straight skirt), you'll need all three measurements. It's easy to add cups or a bra to make the bust measurement fit correctly, so don't worry if you have to go up in size to accommodate your waist measurement. Look for dresses with lace-up backs or sides to avoid problems with fit in the bust (and waist) because they allow for a more flexible fit. If you have a generous A-line, full, or ball gown skirt don't worry about your hip measurement... these skirts are easy to fit and hide everything!

The size you order is ALWAYS up to you! We will be happy to help you find the best size for you, but the final decision is up to you.

How to Measure:
Measure over undergarments, use a cloth measuring tape, keep measuring tape level and pull it snug, but not tight. (If you will be wearing special undergarments with your dress, measure over those.) Don't have a cloth measuring tape? Just use a piece of string then measure it with a ruler or metal tape measure!

A. BUST: Measure over unpadded bra or the bra you will wear with your garment, at fullest part.

B. WAIST: Measure at natural waist (or smallest part - usually about 2" above the belly button)

C. HIPS: Measure around fullest part of hips, keeping tape level all around (approximately where the legs bend).

HOLLOW TO HEM: Measure from the base of the neck (hollow of the neck) to the floor. This measurement is typically only for girls dresses (i.e.: flower girls). If this measurement is important you will see a note on the dress product. All junior & womens dresses are made to fit heights of 5'8" - 5'9" (unless otherwise stated on the product).

To get the best fit, MEASURE CAREFULLY and use the size chart for the specific dress. In length, the gowns are generally made to to fit girls who are 5'8"- 5'9".

What if my measurements don't match the size chart?

Finding the correct size can be difficult, but don't worry, we're here to help! First of all, double check your measurements. (If you measure just an inch off, it will throw off your size.) Once you're sure of your measurements compare them to the manufacturer's size chart for the dress you want and see what range you're in. Please review our FIND MY RIGHT SIZE VIDEO

If one or two measurements put you in a larger size than the other(s) then we recommend going up a size and altering down as needed. The dresses do not generally have much seam allowance, so they cannot be easily let out. It's much easier to take them in!

Sometimes only the top two measurements are important though. For ball gowns or dresses with full skirts, focus on the bust and waist since a full skirt will have plenty of give either way. For dresses with open or tie backs, focus on the waist and hips.

Dresses with corset or lace-up backs make fitting really easy since they let you adjust the fit in the bust and waist. Consider these styles if you're disproportional or if you're between sizes. They can often adjust several inches in either direction, depending on the style!

If the waist and hips are a perfect match, but you're lacking in the bust, consider wearing a padded bra or bra cups. These can easily take up an extra inch or two and save you from having alterations. Is the bust the only measurement that is too small? Some dresses have removable bra cups that you can take out to gain 1/2-1 inch.

In the end, 95% of people need alterations to make their dress fit like it was made for them. When you order, you should prepare for this and leave time and room in the budget to have the proper adjustments/alterations made to your dress by a professional seamstress.

If you still need help, please contact us, we're always happy to give advice! 1-503-224-2288

What if the dress I ordered doesn't fit me?

We can't stress enough how important it is to MEASURE CAREFULLY and use the size chart on the dress before you order! However, every body is different and about 95% of our customers need alterations even after following the measuring and size chart guidelines. Don't worry though because there are lots of options to make your dress work for you!

As for the length, every gown we sell can be shortened somehow (even the beaded ones)... and most girls will need this done as the dresses are made to fit girls about 5'8"-5'9". Many girls can avoid hemming their gowns by buying shoes with higher heels. Or for the tall girls, the flat ballet slippers or very low heels so the gown won't be too short.

Gowns can also be taken it at the sides, back and front seams and straps can be shortened. Many gowns do not fit in the bust and seem too large until the straps are taken up. This moves the gown up to the point where it's supposed to fit the body. TIP: Add bra cups (or remove them) to avoid alterations to the dress bodice. This is easy and can really improve the look and fit of the dress! Look for dresses with lace-up backs or sides to avoid problems with fit in the bust (and waist) because they allow for a more flexible fit.

If you're worried about how a particular dress will fit you or if you need alterations, see a seamstress in your area, that has experience with formal gowns, for a consultation/ fitting. People are often surprised at all the things that can be done to a dress to make it fit!

If you need more suggestions or help with a creative solution on how to make the dress fit--CALL US at 1-503-224-2288 or go to our Contact Us** page and send us a message. We'll do everything we can to help you. You can also have your seamstress call us if she is in doubt about how to alter something.

Can Christella's alter the dress & then send it to me?

No, Christella's cannot do alterations on online orders. Alterations are very personal specific changes made to your dress to make it fit YOU. They require fittings with a seamstress who will pin/mark the dress for alterations, according to your specifications, while it is on your body. We cannot properly do alterations for you since we are shipping the dress to you. We recommend looking for a seamstress/ alteration store in your area that is experienced in working with formal gowns (and with bead work if necessary).

How long does it take to get a Special Order?

Dresses that are not in-stock in our store, but are in-stock with the manufacturer can take anywhere from 3-12 business days to get to you. Dresses that are not in-stock at our store OR at the manufacturer and are special ordered, can take anywhere from a few days to several months, depending on the production time.

In stock vs. Special Order

If it is in-stock with the manufacturer: If we don't have the dress in-stock in our store we will immediately check with our manufacturer to check about special ordering the dress you want. If they have the dress in your size and color hanging on their racks they will ship it out to us within 1-6 days (this depends on the season). After we receive it in our store we ship it out to you the same day!

If it is NOT in-stock in our store or with the manufacturer: If the dress you want is sold out, both in our store and with the manufacturer, we will ask the manufacturer for the next available ship date for a special order. They will give us a date (anywhere from a few days to several weeks) that the dress you want, in your size and color, will be available to ship, according to its production time. As soon as they make/receive the dress, they will ship it to our store within the quoted time. After we receive it in our store we ship it out to you the same day! Drop shipping is available with some manufacturers, which means the dress can ship directly to you (this may require an additional fee).

The above answers are generally for prom dresses, but can also apply to other dresses, shoes and accessories. Here are some more important guidelines for those items that are almost ALWAYS especially made-to-order for you:

    • Bridal gowns by special order: Generally take 12-18 weeks for delivery. MODEST Gowns are usually in stock or available in 8 weeks or less. Rush delivery/production (8-10 weeks) is often available for an additional charge. (Occasionally the style, size and color you need is in stock at our store or with the manufacturer and can reach you in as little as a week or two, but this is rare, so let us know if you have availability questions regarding specific items.)
    • Bridesmaid gowns: Generally take 10-14 weeks for delivery. Rush delivery/production (3-8 weeks) is often available for an additional charge. (Occasionally the style, size and color you need is in stock at our store or with the manufacturer and can reach you in as little as a week or two, but this is rare, so let us know if you have availability questions regarding specific items.)

Additional notes:
Drop shipping is available with some manufacturers, which means the dress can ship directly to you (this may require an additional fee of $20.00). A drop shipment will get to you faster & is usually worth the extra charge is you are short on time.

Upgrades in shipping are always available if you are on a tight schedule or if you just want your dress sooner! Keep in mind that shipping upgrades only affect the actual shipping time from the manufacturer to our store, from our store to you, or both, but NOT the production time.

Every order, for every dress, for every event date is different! These basic guidelines can change based on the situation, so please contact us for more information or if you're working within short time frame. We're more than happy to work with you to find a solution that and ALWAYS want to help you find a dress!

How do I place an order?

You may order from our website shopping cart, by calling us at 1-503-224-2288 or by visiting our store in Portland, Oregon.

When ordering on our website simply choose an item, color, size, etc. and "Add to Cart". Once you're happy with your selections, proceed to "Check Out" and follow the instructions. Make sure you provide the correct billing and shipping information, correct email (this is how we'll contact you regarding the order), phone number (in case of emergency), and payment information. Double check your dress style, size and color.

We communicate with our customers via email concerning their order status so it's VERY important that the email you gave us is correct, in use, and that you check it often. If you need to correct yours or if you haven't received an email from us within 24-48 hours confirming your order after you have placed your order, please call us at 1-503-224-2288!

If you prefer to order by phone, please call us at 1-503-224-2288. Be sure to have your dress style number, size, color and wear date ready to give to a member of our staff. Also have your credit card handy so that we can complete the order for you if the dress you want is available.

Why was my order cancelled?

Our apologies! We always want you to have the dress of your choice and we want to fulfill every order! A couple reasons for this are that we may not have been able to get you the dress you wanted in time for your specific wear date, also dresses sell out fast and your size and color may already be gone. Please check your email again to find out specific details about your order, why it was cancelled, and possible alternative options. Remember that we won't charge your credit card if we have to cancel your order.

To save yourself the grief of a potential cancelled order, it is always best to select an alternative color to your "First Choice Dress," and then select a "Second Choice Back Up Dress," as well as an alternative color to your back up dress when you place your initial order. Selecting an additional style or alternative color choice that you will be happy with increases the chances of you getting your desired dress!

Keep in mind that inventory can change every day, every hour, and even every minute during our peak season. We keep our inventory and website as updated as possible, and although we apologize for the inconvenience, we are not responsible for items that are no longer available and cannot guarantee the item you want will be available at the time you order it, in time for your wear date, or at all.

Considering the huge amount of dresses that we offer on our website it is impossible for us to keep our website updated according to our manufacturers' ever changing inventory, so we appreciate your understanding if the dress you want is no longer available. Please keep searching or ask for our help because we want to help you find a dress that you love!

I think I placed a duplicate order, now what happens?

If we receive more than one order for the same item from the same customer we realize that it's most likely a mistake or technical problem, so we'll ask you before processing them both! If you're not sure how many orders you placed or what items you purchased on that order, you can check your order status to keep updated on your orders. Just let us know, as soon as possible, if something isn't right! Please have your order number(s) ready when calling.

I think my item is flawed or incorrect, what do I do?

We carefully inspect each item that is shipped from our store to be sure it is the style, size, and color that you ordered, free of damage or defect and will reach you before your wear date. However, if we fail to do so, we will be happy to accept your return or exchange. If you find a flaw or a mistake in your order, please accept our apology and notify us within 3 business days of the problem so that we can correct it for you as quickly as possible.

Call us at 503-224-2288!

Do you think your dress is the wrong color, wrong size, or doesn't look like the picture?

Often colors appear slightly different on the computer monitor than in person, embellishment or design may be difficult to discern, or there could have been a mistake in sizing. Whatever the case may be, we want you to be happy with your purchase! If you think there is a problem with the item you ordered please notify us within 3 days from the day the package was delivered to you so that we can fix the problem as quickly as possible. We'll discuss the problem with you to find the best solution for you in the time frame you have available!

You may submit your item for re-inspection by notifying us within the 3 days. We will issue you a Return Authorization number that will allow you to return the package, in its original packaging it its original condition, to us at your expense as detailed in our Return Policy Instructions. When we receive the package we will inspect your item, check the color, measure for size accuracy, etc.

If we find that your item is, in fact, incorrect or defective we will inform the manufacturer of the problem and you will be issued a repair or replacement as quickly as possible. If time does not allow for the corrected item to reach you before your wear date, you will be given the option to exchange or return the item for a full refund, including return shipping costs.

If we find that your item is correct and has no flaws we will then return the item to you at your expense. You will not be reimbursed for any purchase costs, shipping costs, and will be charged the additional shipping fees to return the item to you.

In the event of a rare conditional circumstance, we may choose to approve a return or exchange on an item that is not flawed. If so, we will accept the return for refund of the purchase price minus a 50%-85% restocking fee or an exchange for a refund of the purchase price minus a 25% restocking fee. Such circumstances must be approved via telephone by a department manager of our staff based on the situation. We always refuse the right to accept returns or exchanges on items that were correct and not damaged, defective, or incorrectly delivered (i.e. delivered past wear date, delivered to address other than provided at time of order, incorrect item is delivered, etc.).

International Orders
We are unable to provide free returns or exchanges on international orders and therefore are unable to provide a pre-paid return label. We are unable to refund import duties associated with your order. Please Note: You are responsible for all charges associated with the return of your item(s).

How do I return a flawed or incorrect item for re-inspection?

We want you to be happy with your purchase from us! If for some reason you are not happy, and your item is eligible for re-inspection, we ask that you follow these instructions to return your item to our store so that we may assess the problem. It is very important that these steps be followed precisely in order to receive your available refund or replacement. If these guidelines are not followed no credit or exchange will be issued, no exceptions.

Unless dresses are damaged, defective, or incorrectly delivered (i.e. incorrect item is delivered, delivered past wear date, delivered to address other than provided at time of order, etc.), they CANNOT be returned or exchanged. If the dress you received is damaged, defective, or incorrectly delivered we will accept a return for re-inspection in order to assess the problem and determine the best way to correct it. When returned for re-inspection, the dress must be in perfect, new, never worn, condition as received at the time of delivery. It must not be damaged, soiled, stained, torn, and be free of offensive odors (i.e. smoke). Customer is responsible for all return shipping costs. We will not refund return shipping fees unless the dress is determined to be damaged, defective, or incorrectly delivered. In order to return your dress for re-inspection, we ask that you carefully follow these return instructions.

      • Notify a member of our staff about the problem with your order within 3 days of delivery. If your item is eligible for re-inspection, you will receive a Return Authorization number that will allow you to return the dress to us for re-inspection. Call us 1-503-429-1717. Return Authorizations are required for all packages to be received by our shipping department.
      • Address that you wish to return for re-inspection must be shipped back to our store via UPS Ground or USPS Priority Mail and received within 10 business days from time the package was delivered to your shipping address. The dress MUST be shipped before the wear date as submitted on your order. (If your wear date is less than 10 days away, you are still given 10 days to get the package back to us, but it must be shipped from you before the wear date.) Refunds will not be credited or replacements/repairs will not be made if we do not receive your return within 10 business days from the day the package was delivered to you, no exceptions.
      • Include a copy of your invoice. Please note any comments or information (i.e. your measurements, sales associate's name who assisted you, description of problem, etc.) that will help us to process your order faster.
      • The dress must be in excellent, unworn condition, packaged securely in the original or comparable packaging. We are not responsible for damages or loss that may occur in return shipping to our store. Should the dress return in damaged condition, due to inadequate shipping packaging or method, you will not be refunded.
      • Please write the Return Authorization number, given to you by a member of our staff, clearly on the outside of the package. Packages without a Return Authorization will NOT be accepted by our shipping department and refunds will not be credited or replacements/repairs will not be issued for the items in them.
      • Upon receiving the dress within 10 days from the date it was delivered to you, we will inspect it to see that it is in perfect, new, never worn, condition as received at the time of delivery and that it is not be damaged, soiled, stained, torn, and is free of offensive odors (i.e.smoke). We will then inspect your item, check the color, measure for size accuracy, etc. as necessary concerning the particular problem with your order.
      • If we find that your item is, in fact, incorrect or defective we will inform the manufacturer of the problem and you will be issued a repair or replacement as quickly as possible. We will notify you of the repair/replacement details and confirm that they will work within your time constraints. If time does not allow for the corrected item to reach you before your wear date, you will be given the option to exchange or return the item for a full refund, including return shipping costs. Returns will only be allowed for those dresses that cannot easily and quickly be repaired or replaced. If a refund is in order, we will credit the amount of the purchase, as well as return shipping costs to us, to the credit card used for the original purchase. Please allow 1-3 weeks, from the time we receive your return, for the credit to appear on your statement. If you paid with a check or money order, a check will be issued to you. Please allow 2-4 weeks for delivery of check or money order. If you choose to exchange the dress, we will process your new order (including price adjustments, if any) and notify you of the availability and delivery details.
      • If we find that your item is correct and has no flaws we will return the item to you at your expense. You will not be reimbursed for any purchase costs and/or shipping costs, and will be charged the additional shipping fees to return the item to you.
      • In the event of a rare conditional circumstance, we may choose to approve a return or exchange on an item that is not flawed. If so, we will accept the return for refund of the purchase price minus a 50%-75% restocking fee or an exchange for a refund of the purchase price minus a 25% restocking fee. Such circumstances must be approved via telephone by a member of our staff based on the situation. We always refuse the right to accept returns or exchanges on items that were correct and not damaged, defective, or incorrectly delivered (i.e. incorrect item is delivered, delivered past wear date, delivered to address other than provided at time of order, etc.).

International Orders
We are unable to provide free returns or exchanges on international orders and therefore are unable to provide a pre-paid return label. We are unable to refund import duties associated with your order. Please Note: You are responsible for all charges associated with the return of your item(s).

Can shoes be returned or exchanged?

We understand that shoes can be a difficult item to fit. All the brands that we carry should run very true to your normal shoe size. We always recommend that you order a ½ size bigger when in doubt, but if the shoes you purchase just don't fit, we'll be happy to take them back!

Unless otherwise stated, shoes CAN be returned for a refund of the purchase price minus a $15.00 restocking fee. They must be in perfect, new, never worn, condition. They must not be damaged, soiled, stained, torn, and be free of offensive odors (i.e. smoke). Dyed shoes cannot be returned. Customer is responsible for all return shipping costs. We will not refund return shipping fees. In order to receive credit for your return we ask that you carefully follow the shoe return instructions (which will also be included in your package). Shoes can also be exchanged for a different size for a $15 restocking fee.

International Orders
We are unable to provide free returns or exchanges on international orders and therefore are unable to provide a pre-paid return label. We are unable to refund import duties associated with your order. Please Note: You are responsible for all charges associated with the return of your item(s).

How do I exchange or return shoes?

We want you to be happy with your purchase from us! If for some reason you are not happy, and your item is eligible for return or exchange, we ask that you follow these instructions to return your item to our store. It is very important that these steps be followed precisely in order to receive your available refund or exchange. If these guidelines are not followed no credit or exchange will be issued, no exceptions.

Unless otherwise stated, shoes can be returned for a refund of the purchase price minus a $15.00 restocking fee. They must be in perfect, new, never worn, condition. They must not be damaged, soiled, stained, torn, and be free of offensive odors (i.e.: smoke). Dyed shoes cannot be returned. Shoes must be shipped back before the wear date submitted with order. Customer is responsible for all return shipping costs. We will not refund return shipping fees. In order to receive credit for your return we ask that you carefully follow the instructions below (which will also be included in your package). If these guidelines are not followed no credit or exchange will be issued, no exceptions.

      • Shoes that you wish to return must be shipped back to our store via UPS Ground or USPS Priority Mail and received within 10 business days from time the package was delivered to your shipping address. Shoes MUST be shipped before the wear date as submitted on your order. (If your wear date is less than 10 days away, you are still given 10 days to get the package back to us, but it must be shipped from you before the wear date.) Refunds will not be credited if we do not receive your return within 10 business days from the day the package was delivered to you, no exceptions.
      • Fill out the return/exchange form that is included in your package telling us why you are returning the shoes and what, if anything, you would like to exchange them for. Please include a copy of your invoice for faster processing.
      • Shoes must be in excellent, unworn condition, packaged securely in the original or comparable packaging. We are not responsible for damages or loss that may occur in return shipping to our store. Should the shoes return in damaged condition, due to inadequate shipping packaging or method, you will not be refunded.
      • Please write/attach the Return Authorization number clearly on the outside of the package. Packages without a Return Authorization will NOT be accepted by our shipping department and refunds will not be issued for the items in them.
      • Upon receiving the shoes within 10 days from the date they were delivered to you we will inspect them to see that they meet the previously mentioned criteria. If so, we will credit the amount of the purchase, minus $15.00 restocking fee, to the credit card used for the original purchase. Please allow 1-3 weeks, from the time we receive your return, for the credit to appear on your statement. If you paid with a check or money order, a check will be issued to you. Please allow 2-4 weeks for delivery of check or money order.
      • If you have selected an exchange we will process your new order (including price adjustments, if any) and notify you of the availability and delivery details. Shoe exchanges also are charged a $15 restocking fee.

International Orders
We are unable to provide free returns or exchanges on international orders and therefore are unable to provide a pre-paid return label. We are unable to refund import duties associated with your order. Please Note: You are responsible for all charges associated with the return of your item(s).

Can accessories be exchanged?

If the accessories you chose don't look as great as you expected with your dress, we'll be happy to take them back!

Unless otherwise stated, accessories CAN be returned for a refund of the purchase price minus a $10.00 restocking fee. They must be in perfect, new, never worn, condition. They must not be damaged, soiled, stained, torn, and be free of offensive odors (i.e.: smoke). Special order name bracelets may NOT be returned or exchanged. All sales are final on special order name bracelets. Customer is responsible for all return shipping costs. We will not refund return shipping fees. In order to receive credit for your return we ask that you carefully follow the accessory return instructions.

International Orders
We are unable to provide free returns or exchanges on international orders and therefore are unable to provide a pre-paid return label. We are unable to refund import duties associated with your order. Please Note: You are responsible for all charges associated with the return of your item(s).

How do I return or exchange accessories?

We want you to be happy with your purchase from us! If for some reason you are not happy, and your item is eligible for return or exchange, we ask that you follow these instructions to return your item to our store. It is very important that these steps be followed precisely in order to receive your available refund or exchange. If these guidelines are not followed no credit or exchange will be issued, no exceptions.

Unless otherwise stated, accessories CAN be returned for a refund of the purchase price minus a $15.00 restocking fee. They must be in perfect, new, never worn, condition. They must not be damaged, soiled, stained, torn, and be free of offensive odors (i.e.: smoke). Customer is responsible for all return shipping costs. We will not refund return shipping fees. In order to receive credit for your return we ask that you carefully follow the accessory return instructions below.

      • Notify us that you would like to return/ exchange your lingerie within 3 days of delivery. We will issue you a Return Authorization number.
      • Accessories that you wish to return must be shipped back to our store via UPS Ground or USPS Priority Mail and received within 10 business days from time the package was delivered to your shipping address. Accessories MUST be shipped before the wear date as submitted on your order. (If your wear date is less than 10 days away, you are still given 10 days to get the package back to us, but it must be shipped from you before the wear date.) Refunds will not be credited if we do not receive your return within 10 business days from the day the package was delivered to you, no exceptions.
      • Please include a copy of your invoice for faster processing.
      • Accessories must be in excellent, unworn condition, packaged securely in the original or comparable packaging. We are not responsible for damages or loss that may occur in return shipping to our store. Should they return in damaged condition, due to inadequate shipping packaging or method, you will not be refunded.
      • Please write the Return Authorization number clearly on the outside of the package. Packages without a Return Authorization will NOT be accepted by our shipping department and refunds will not be issued for the items in them.
      • Upon receiving the lingerie within 10 days from the date it was delivered to you, we will inspect it to see that they meet the previously mentioned criteria. If so, we will credit the amount of the purchase, minus$10.00 restocking fee, to the credit card used for the original purchase. Please allow 1-3 weeks, from the time we receive your return, for the credit to appear on your statement. If you paid with a check or money order, a check will be issued to you. Please allow 2-4 weeks for delivery of check or money order.
      • If you have selected an exchange we will process your new order (including price adjustments, if any) and notify you of the availability and delivery details.

International Orders
We are unable to provide free returns or exchanges on international orders and therefore are unable to provide a pre-paid return label. We are unable to refund import duties associated with your order. Please Note: You are responsible for all charges associated with the return of your item(s).