Frequently Asked Questions

General Questions:

1. What should I do if I couldn't find the items I want on the website?

If you can't find the item on our website by using keyword search, you can check the category and advanced search to try to find out the items. Also, you can send an inquiry to support with our Live Chat or email to us, our staffs will be glad to help you locate the item you are looking for.

2. What payment methods do you currently accept?

We currently accept payment via PayPal, Credit/Debit Cards, Bank Transfer and Western Union.

3. How can I check my order status?

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 My Order at any page of the website.

4. How about your shipping fee and delivery time?

For delivery coast please see our delivery information for more details. Usually it takes 15-23 days to make wedding dresses and 12-15 days to make other dresses since the day you place an order. The shipping time also differs in shipping methods. The fastest shipping - expedited shipping takes 3-5 days for the shipment. The standard shipping takes 4-8 days. The sooner you place an order, the sooner we start preparing your dress. If you choose the rush order, the delivery time will depend on what you select.

5. Will the dress come as the same as the picture?

Your dresses are custom-made and hand-sewn by professional tailors after we receive your order. So all the measurement, colors, special requests are based on your own one but not our models which may not be as 100% same as the our model wears shown on the pictures (because of different figure, size, color, weather condition, etc.)

6. How is DylanQueen different from other online stores?

DylanQueen 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.

7. How do I complete an order?

If you are satisfactory with the item you have purchased, you just need check out. Your order will be completed.

8. When will I receive my items after I place an order?

After we dispatching your order, we will send you an email with a tracking No., you can check your order with the number on courier's website. Also when you make an order, you can get the estimate information for delivery time.

9. Why are your prices so low?

Firstly, we operate at a lower overhead than a retail store. For example, we do not employ any sales staff or alterations department, all of which add to the cost of operation. Since we do not need to accommodate for these costs, we can pass all the savings onto our customers. Secondly, we are a professional wedding factory, not a retailer of any wedding factory, you can order dress from our factory directly.

10. What is your return policy?

We guarantee all our dresses with high quality. If our dresses are not good quality, customers can return the dress back. But we can't accept return dress for custom cut order. All sales are final and cannot be cancelled at the point of purchase. Please be sure of the style, size, colour, and any other specifications before submitting your order.Please visit our Return Policy.

11. Can I have a gown made to my measurement?

Of course yes, as custom-made is our first concern. We can make the dress in your own size. You may send us your special measurements according to our size guide or write them at the "NOTE".

12. What's the price show on your website?

The price on our website is just retail price, does not include the delivery cost. You can view our delivery page to know more information about delivery cost.

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

Our size chart is made on our own, different from UK and USA size. You need to check our size chart to choose the right size. 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.

14. 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?

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.

15. What does "hollow to floor" means?

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.

16. Why does my payment fail and how to solve?

1. If you choose the 3D credit card payment, please visit how to activate your auth code when pay the order.

2. We have a strict security check before you go through for the international payment. If your payment card has high risk of security matter, we may refuse your payment. Generally, you may fail to pay at the first-time try because the secure level is the highest. So you just need to pay again and then the secure level will be lower than the former one. If you find that your payment fails over 4 times, please change another card or contact us at service@dylanqueen.com ASAP for assistance. This is because your credit card is regarded as "high risk card" by our automatic-check system.


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?

A: Yes, but it is suggested that you tell us your body size about a month ahead of the wedding. We can make the dress fit your body.

 

Q: What if I would like the dress shorter? What measurements should I provide in the custom order fields?

A: You can give us a smaller Hollow to Hem size. Please kindly measure yourself carefully and choose a size that fits you most. We also suggest you tell us that you need the dress shorter in the "NOTE" field at the product page. Then we will know. Thank you.

 

Q: What if I would like to do some alterations on the dress, like adding the straps or changing the back style? Do I need to pay extra money?

A: Yes you may need to pay extra if you require any alterations on the dress.

 

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: 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 can pay for your order with your credit card, namely, Visa, MasterCard, Western Union and Bank Transfer.

 

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

A: Please do not worry. Log in to My Order, click on the order you need help with and specify the payment problems you encountered. We will give you a reply 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.

 

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

A: We can change the size and color for you but you may need to contact us within 12 hours after you complete the payment.