Help & FAQ
We’re happy to assist you! Below are frequently asked questions about our dresses, customization (including free custom size and simple adjustments), shipping, returns, and more.
💍 Product & Customization
Do you offer free custom sizing and neckline changes?
Yes! We provide free custom sizing and simple adjustments like neckline or sleeve changes to ensure your dress fits perfectly and suits your style.
What does "Made to Order" mean?
Most of our wedding and formal dresses are Made to Order, meaning they are crafted specifically after your order is placed. This allows us to offer more styles, sizes, and colors while reducing waste.
The estimated delivery time includes processing, tailoring, and shipping. Made to Order dresses typically take 2–8 weeks to arrive, though many are delivered sooner.
The estimated delivery time includes processing, tailoring, and shipping. Made to Order dresses typically take 2–8 weeks to arrive, though many are delivered sooner.
Can I request other custom modifications?
Yes, please contact us before ordering for additional custom requests. Some modifications may incur a small fee.
Do you offer plus-size dresses?
Absolutely! We offer inclusive sizing up to US 26W and custom sizing beyond that for the perfect fit.
How should I care for my dress after delivery?
Due to long-distance shipping, we recommend hanging your dress and gently steaming or low-heat ironing to maintain shape and smoothness before your big day.
🛒 Ordering & Payment
How do I place an order?
Select a category from the drop-down menu, browse for an item you like and select it, you are going to be redirected to the product page, where you will need to select a color, size and add special requirements if have, add to cart, then complete checkout with PayPal or credit card.
How do I make changes after my order has been placed?
If you receive an order confirmation email and notice a mistake with the order, please contact us as soon as possible.Leave us a clear and detailed message with your full name, phone number, and order number (if available) via email.
What are the payment options?
You can pay for your purchase with all major Credit and Debit Card, Paypal,or place an order with pre-payment and contact our support for available pre-payment option which includes Bank Transfer, Western Union, and MoneyGram.
Is my payment secure?
Definitely yes! We use the highest industry standards to secure our website and the payment process. buybestdress.com is fully PCI compliant and certified to process payments. Every bit of the information you provide to us is processed encrypted through the Secure Socket Layer (SSL).
Can I edit or cancel my order?
Orders can be changed within 24 hours of placement. We accept complimentary cancellation with a full refund if cancellation is made within 24 hours of the order being placed. If outside the 48-hour window, we offer a 75% refund on all cancellations! If your non-custom product order hasn't been shipped yet, Contact support ASAP for assistance.
Why did I get an email that says my order has been declined?
If the event date is too close to the delivery date, the manufacturer will decline the order. At that time we will cancel the order and issue a full refund!
What if my payment fails?
Check your card info or try another method. Contact us if problems persist.
Why is "rush production" not available on certain dresses?
We have a small collection of dresses that do not allow rush production. This is because our manufacturer does not offer a faster production of these styles. Currently, this only affects satin bridesmaid dresses and wedding dresses. Check the product page for all available delivery options.
🚚 Shipping & Delivery
Where do you ship to?
We ship to over 100 countries worldwide. Most of our items are available for international shipping.
To check if an item can be shipped to your country, simply select a color and size on the product page, then click “Change Country” at the View Cart or Checkout page. If available, international options will appear.
Most orders are shipped from our main production studio in China. A small number of items may ship from the United States depending on availability and location.
To check if an item can be shipped to your country, simply select a color and size on the product page, then click “Change Country” at the View Cart or Checkout page. If available, international options will appear.
Most orders are shipped from our main production studio in China. A small number of items may ship from the United States depending on availability and location.
How long does delivery take?
Delivery time includes both production and shipping time.
Since most of our wedding and formal dresses are Made to Order, production usually takes about 1–4 weeks depending on the style and season.
After your dress is made, shipping times are as follows:
• Express shipping to US/EU/UK: 3–7 days
• Standard shipping: 1–2 weeks
For other countries, shipping times may vary. If you have a specific deadline, feel free to contact us before placing your order.
Since most of our wedding and formal dresses are Made to Order, production usually takes about 1–4 weeks depending on the style and season.
After your dress is made, shipping times are as follows:
• Express shipping to US/EU/UK: 3–7 days
• Standard shipping: 1–2 weeks
For other countries, shipping times may vary. If you have a specific deadline, feel free to contact us before placing your order.
Will I need to pay import duties or taxes?
We don’t charge VAT or duties at checkout. Customs fees may be due upon delivery depending on your local government. We sometimes prepay or cooperate with couriers, but cannot guarantee exemption. Please understand these taxes are imposed by your country, not us.
Why do shipping fees seem low or free?
We often subsidize shipping costs so you pay less or nothing at checkout. The full shipping cost is usually higher, and we cover the difference.
When will my dress be delivered?
Total Delivery Time Calculation: Processing + Shipping
You’ll receive a shipping confirmation email with a tracking number as soon as your order has been shipped.
If you have an account:
Log in at the top of our website, go to My Orders or Order History, and click the order number to view tracking and status details.
If you checked out as a guest:
Visit our Order Status page, enter your order number and the email used during checkout, then click “View Order.”
If you’re unable to find your order or need help tracking it, please contact our customer service team.
If you have an account:
Log in at the top of our website, go to My Orders or Order History, and click the order number to view tracking and status details.
If you checked out as a guest:
Visit our Order Status page, enter your order number and the email used during checkout, then click “View Order.”
If you’re unable to find your order or need help tracking it, please contact our customer service team.
📏 Sizing & Measurements FAQ
What size should I order?
We recommend checking our
Size Guide
and using your bust and natural waist measurements to determine your size.
• For fitted or mermaid-style dresses, use the largest of your bust, waist, and hip measurements.
• For A-line, ball gown, or loose skirt styles, hip measurement is less important—choose based on bust and waist.
We recommend having your measurements taken professionally for the most accurate fit. Minor alterations can be done locally after delivery if needed.
• For fitted or mermaid-style dresses, use the largest of your bust, waist, and hip measurements.
• For A-line, ball gown, or loose skirt styles, hip measurement is less important—choose based on bust and waist.
We recommend having your measurements taken professionally for the most accurate fit. Minor alterations can be done locally after delivery if needed.
What if I’m between sizes?
Choosing free fees custom sizing is recommended for the best fit if you’re between sizes.Please email or text us.
Do you use US sizing?
Yes, we use US sizing. Please consult our size chart on the product page before ordering.
Can you adjust dress length?
Yes, please provide your height and heel height for length adjustment.
Do you offer maternity sizing?
Yes, contact us before ordering for maternity adjustments tailored to your timeline.
🧾 Account & Issues
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account helps you track orders and manage returns more easily.
I forgot my password. What should I do?
Click “Forgot Password” on the login page. We’ll send a reset link to your email address.
I can’t log in. What should I check?
Ensure your email and password are correct. Also check your email for verification or reset links. If issues persist, contact our support team.
Why can't I find my account?
Placing an order online does not automatically create an account. If you would like an account with BuyBestDress, you will need to do that separately by clicking Login/Sign up at the top right of the page.
How do I update my email or address?
Log into your account and go to Account Settings to update personal information and addresses.
Can I delete my account?
Yes, please contact our support team if you wish to permanently delete your account and associated data.
🔁 Returns & Refunds
What is your return policy?
You may return items within 7 days if in original, unworn condition with tags. Custom dresses are not eligible unless defective.
How much refund do I get?
Most returns get a 75% refund after inspection, excluding shipping fees.
What if the dress arrives damaged?
Contact us within 3 days with photos. We’ll offer repair, replacement, or refund depending on the issue.
When will I receive my return refund?
We will inspect and process your return within 14 days. You will receive a confirmation via email when your return has been processed. Please allow up to 2 billing cycles for the return credit to appear on your credit card statement. Credits are processed for the original cost of the merchandise—initial shipping and handling fees will not be refunded.
Do you cover return shipping?
Return shipping is the buyer’s responsibility unless the item is faulty or incorrect.
Can I exchange my dress?
We do not offer exchanges. Please return and place a new order for a different item.
🧼 Garment Care
How should I store my dress?
• Dresses are usually packed inside out for protection.
• Hang and store the dress in a shaded, dry place.
• Use the inner hanger straps if available to help support the weight.
• Hang and store the dress in a shaded, dry place.
• Use the inner hanger straps if available to help support the weight.
How should I clean and iron my dress?
• Do not machine wash
• Do not dry clean
• Professional spot clean only
• Steam iron at low temperature if needed
• Do not dry clean
• Professional spot clean only
• Steam iron at low temperature if needed
Can I steam or iron my dress?
Yes, use low heat or a steamer. Avoid direct contact with delicate embellishments.
Any tips for traveling with the dress?
Fold carefully with tissue paper in a travel garment bag. Steam after arrival for best results.
Is the dress reusable after the wedding?
Many brides repurpose or alter their gowns for future use. Our dresses are made to last.
📞 Contact & Support
How can I contact customer service?
You can email us at [email protected] or use the contact form on our website.
You can also reach us via the live chat icon located at the bottom right of the page.
We strive to reply to all inquiries within 24 hours.
You can also reach us via the live chat icon located at the bottom right of the page.
We strive to reply to all inquiries within 24 hours.
What are your customer service hours?
Our customer service is available 24/7. We aim to respond to all messages within 24 hours.
Please note that responses may take slightly longer on weekends and holidays.
Please note that responses may take slightly longer on weekends and holidays.
Do you have a physical store?
We operate online only to keep prices competitive and offer made-to-order gowns worldwide. Our products are shipped directly from the factory, helping you save on costs without compromising quality.
Where are you located?
Our production studio is based in [SuZhou, China].