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FAQS

How do I reach customer service?
You can email at [email protected] for assistance. Our Customer service team is available during business hours in working days, to help with any questions you may have during your shopping. In nearby future, for live chat and phone call will be also available.
How to write my needs to the special requirement box when I place the order?
It is really easy for you to find that, when you opened the page, there is a dialog box just reading "Special Requirements" As attached picture.
What is your return and refund policy on purchased items?
For our return and refund policy please find the attached link, also please feel free to question our customer service.
How long it will take to get my items after I place an order, how long does shipping take for item shipped?
Total Delivery time = Tailor time + shipping time.
(The day you pay for successfully for the order to the day you get the package) is:
standard order: 16-19 working days.
Rush order: 11-13 working days.
If I order a dress for which I feel I don’t like her, is it possible for me to refund it?
On this question, first, thanks again for choosing our dress, we are so sorry for that, our dress is not as your expectations, if it is convenient for you, please mail to our customer service with attached photo showing us which point we should improve, your suggest will be really helpful for us also our next customers, and to give you a better service in the nearby future is our desire, for the return and refund policy please find the attached link, please also feel free to contact our customer service.
If I already pay, how can I know you received the money? Is it possible for me to get the order email?
Your Payment Confirmation Email will be sent by email on the next working day, you also can check the status of your order by logging into your account. If you have any questions about your order please contact us.
Is it possible to get a sample of the material? Do I have to order each color separately or do they all come together on one swatch?
They will come together on one swatch for free, and you just need to pay the Shipping fee.
After the gown dispatched ,how can I get the courier details and tracking number for tracking the shipment?
You can check the status of your order by logging into your account. If you have any questions for the next step please feel free to contact us.
How much is the delivery charge?
Please see our delivery information for more details. Normally, It is the extra free around GBP14.99.
Where is this company based? Where the physical store and what is your contact phone number?
Our company is located in Hong Kong. For saving the labor cost only, that is one of the reasons for our cheap price with good quality dress; Jadegown provides as much as 5600 types of dresses for you to choose and 50 new arrivals each week. For your opinion, how large a store can keep such large amounts of gowns, ha-ha, maybe same big as our Buckingham Palace. The other side we cannot keep thousands of sample garments for our stock, it will be large money for us. This is the other reason for our cheap price with good quality dress. Anyhow, we do not own any stores. We are an online Business only, Sorry for this inconvenience. Any other questions, please feel free to contact our customer service.
Would it possible to make the dress with the measurements of a child?
I'd like to tell you "yes", Jadegown is a customer-oriented website, which is dedicated in providing custom-made dresses and plus-size dresses without additional fee. Measurement tips for the perfect fit, Please find the attached link, please also feel free to contact our customer service [email protected].
If I found two-piece of the two separated dresses, the top part appeals to me on one and the bottom part appeals to me on the other, can you mix them up? How about the price?
I'd like to tell you "yes", Jadegown is a customer-oriented website, which is dedicated in providing custom-made dresses, And, it is really easy for you to find that, when you opened the page, there is a dialog box just reading "Special Requirements" As attached picture, You only need to pay the money for one of the dress which is higher price.
If I already gave you the wrong address how can I change it as so as possible?
If your gown has not yet been exit from Hong Kong, we will try our best to help you to change the Address. But if it has been already leaving the country, we are the same helpless as you are.
If the payment not accepted, and my card not blocked, what I can do on next step?
Please consult with your bank first, make sure is there any limitation or other problem with your card; otherwise please also feel free to contact our customer service.
Is it possible to get the extra colour which is not in the list of the colour variations?
I'd like to tell you "yes", first you should send us get a sample of the color, after we CFM with our tailor, we will send our reply on the next working day via email, please check your email in time, please also feel free to contact our customer service.
Is there a charge for sales tax?
There is no charge for sales tax on all orders.
Which type of payment can I use?
Our store accept all major credit, debit & store cards.