Frequently Asked Questions

Ordering Online:

To make a purchase online: Click on the product that you would like to purchase; Select color, size and any additional options, Click "Add To Cart" to complete the checkout process. If you require assistance, please contact our customer service department at Live Support, or email to info@oneweddress.com. We'll reply you as soon as possible. If you want to buy any other items, you may click "continue". Otherwise, you could drop "Checkout".

Ordering by e-mail:

Email your order to info@oneweddress.com. Be sure to include the following information: name, billing/shipping information, phone number, event date, style No., quantity, color, size, additional options and payment info.

Yes, if you order more 3 dresses at the same time, We will give you some discount.

We contact our customers by email at various points of the order process. It is imperative the customer includes an email address on their order.

1. The first email is sent in 24 hours after you place an order, and will confirm the order information including the item No., quantity, size, color, and expected receiving time of the order.
2. The last email is the shipping confirmation, which will tell you the tracking number. It usually will arrive you in 3-6 days. If shipped by EMS, it may need more time, about 10-15 days.

We accept payment methods like:

1. Paypal
2. Bank transfer
3. Western Union

Any questions please contact us at info@oneweddress.com.

If you're having some trouble with your payment, we do have some tips that usually work, but we're not able to override the actual system to accept payment if it won't go through.

Some things you can try that may work include:

1. Make sure all information is correct including credit card number, expiration date.
2. Try using PayPal if you have a PayPal account. Customers can still pay via PayPal guest check out if customers do not have a PayPal account.
3. Try using a different card.
4. Start over with a new order instead of trying to pay for the same order over again.
5. If your payment is still declined, you may need to contact your bank. Occasionally, when purchasing from an online company for the first time, your financial institution will issue a hold on the funds if they are unfamiliar with it.

Yes. You can change the color of the dress or accent of the dress. We usually don't charge extra if you only change the color. In case there is extra charge, we will notify you.

Yes, we can make changes to the dresses we have according to your demands. Depending on a number of factors like style, fabric, and modifications, the price can vary.

Please contact us at info@oneweddress.com firstly about changes and we will make a quotation!

You can following the sizes on our size chart or if you want to made-to-measure, you will need to provide your measurements when placing your order. It's easy – simply ask a person who helps you to take your measurements following the instructions on our How to Measure. We have a team of professional dressmakers who will create the dress you have selected in the exact size and color specified. We suggest you inquire the professional dressmaker to help you to take your measurements, so your dress will fit you perfectly.

Yes, we can make plus size, you can following the "Plus Size Dress Size", but please note if the size larger than US22, it will be charged extra USD19.

The color will be the same as long as dresses are made from the same fabric type.

Please note that color varies by different fabrics. The difference will not be drastic, but there may be slight shading differences between different fabrics of the same color.

If you choose dresses of different fabrics in the same color, keep in mind that shading differences may occur. We always recommend ordering swatches beforehand so you can see the true color quality of each fabric in person. Right now, swatches are of free.

Yes! We can custom-fit any wedding gown/ bridesmaid dresses to fit you. Please contact us to discuss sizing prior to placing your order.

Eligible Items: All Standard-size dresses returns must be in their original condition—unworn, unwashed, unaltered, undamaged, clean, and free of lint and hair. Merchandise must be in its original packaging with all tags attached or cellophane wrap/seals (not including plastic dress bags) intact. Once any tag has been removed, an item cannot be returned.

Not Eligible for Return:

1. Custom orders (custom color, size, style, or special requirements)
2. Accessories, sketches, and fabric swatches
3. Clearance, final sale, sample sale items, or items marked "non-returnable" in the product details tab on their product pages.
4. 'Buy-many-keep-one' purchases: Our dresses (including standard sizes) are made to order to reduce environmental waste. To support more sustainable shopping, we do not accept returns for bulk orders intended for try-on or selection purposes.

Please Note: Most of our dresses are made to order, including standard-size items. To reduce waste and support more sustainable shopping, we encourage customers to carefully review size, color, and style before purchasing.

All eligible returns are subject to a restocking fee:

• Wedding Dresses – 23%
• Other Dresses (Bridesmaid, Party, Mother of the Bride, Prom, etc.) – 12%

This fee will be deducted from your refund.

Step 1: Submit a Return Request

Contact our Customer Service within 30 days of the delivery date to start your return. Include your order number, reason for return, and clear photos (if applicable) for verification.

Step 2: Ship the Item(s)

After your return request is approved, please ship the item(s) within 7 days using a trackable local post. Our team will provide the return address and instructions.

Step 3: Inspection

Once we receive your return, we'll inspect the item(s) to ensure they meet the return conditions and match the reason stated. Returns that don't meet these requirements will be rejected.

Step 4: Refund Options

If your return passes inspection, your refund will be issued based on when the return request was submitted, counted from the order delivery date.

Restocking Fees Apply: 23% for wedding dresses, 12% for other dresses. Fees are calculated based on the item price only, excluding shipping and tax.

Additional Deductions:

• Shipping, return shipping, rush order fees, and taxes are non-refundable.
• Return shipping costs are the responsibility of the customer and will not be reimbursed.
• A flat 5% transaction service charge will be deducted from all refunds to cover installment transaction fees and other payment processing charges, regardless of payment method or location.

Refund You Will Receive: Order Item Price − Restocking Fee − Return Shipping Fee (if applicable) − 5% Transaction Service Charge.

(Original shipping, tax, and rush order fees are not included in the refund.)

Processing Time: Refunds generally take 5–17 business days to arrive, depending on your payment method or bank.

Additional Notes:

• Returns must be approved in advance and requested within 30 days of delivery. Unapproved or late returns will not be accepted.
• Please use trackable shipping and keep your receipt. We are not responsible for lost or damaged returns.

We do not offer direct exchanges, as all our items are made-to-order. For standard size dresses, if you wish to exchange, please submit a return request first and then place a new order for the replacement (see our Return Policy above for details).

We accept a "return and reorder" only once per order. Please note that any promotional pricing or discounts applied to the original order will not apply to the new order. Before placing the replacement order, please kindly review the size, color, and other details carefully.

If you would like to make changes to your order (e.g., color, size, or style), please contact us within 24 hours of placing your order. We will do our best to accommodate your request, but please note that some changes may incur additional fees, depending on the production stage. Changes requested after 24 hours may not be accepted.

Returns are available for Standard Size Dresses.

As long as you've chosen the right size, the dress will fit you well.

Please do check your measurements of bust, waist, and bottoms, as well as our Size Chart before choosing any size. Because designers may use different grade rules to determine dress sizes. For example, it's completely possible to be a size 8 in your daily clothes or other designers' dresses, and with the same measurements be a size 12 in our dresses.

If you have trouble choosing the size or special requirements, please contact us.

From the time you place your order, you're looking at about 3- 7 weeks for production, and around 3 -15 business days for shipping.

Estimated Receiving Time = Production Time + Shipping Time

Currently, it takes 4 - 7 weeks to make wedding dresses and 3 - 4 weeks to make other dresses from the day you place an order.

You can send e-mail info@oneweddress.com to check about specific production time including the rush order service.

The shipping time depends on shipping methods. The fastest shipping - expedited shipping takes 3-6 days for the shipment. The standard shipping takes 5-8 days. The normal shipping (only for orders of accessories valued less than $50) takes 15-30 days for the shipment. The sooner you place an order, the sooner we start preparing your dress.

Every dress is made-to-order, so the turnaround time is the same, whether you order a standard-size dress or a made-to-measure custom.

You may add items to the shopping cart to check on the accurate shipping fee. Customers can also place a test order to check the total cost.

We have three shipping methods including expedited shipping, standard shipping, and normal shipping. The shipping fee varies from country to country. It also depends on the weight of the items you order.

If you have any issues with the shipping cost, please do let us know and we'll be more than happy to walk you through it!

All item prices are listed without sales tax, VAT, or customs duties. We do not charge any sales tax or VAT at checkout.

Your local customs office may apply import taxes or duties when your order arrives. These charges vary by country and are the responsibility of the customer. Unfortunately, we cannot control or estimate these fees.

If you have any questions or run into issues placing your order, feel free to reach out to us. We're always happy to help!

Once your order has been shipped, we will normally send you a dispatch notification with a tracking number through email.

Alternatively, you can log in your account on our website and retrieve the tracking number in "order details".

If you have any issues with your order, please do let us know and we'll be more than happy to walk you through it!