1. Home Try-On/Loan
Your loan-me service is genius, can you tell me more?
We are happy that this service is popular with our clients. You can find more info by visiting the loan-me page.
I am located in Australia and just purchased the loan-me option, but I was told that based on my zip-code there is an additional $60?
Yes, certain International zip-codes and towns are considered remote areas, and DHL does assess a surcharge to these orders. In short, a remote area is one that falls 100 km away from a major city. If your address falls within a remote area, someone from Dreamers & Lovers will contact you via email to notify you after receiving your loan-me order.
What happens if I keep the dress more than 48 hours?
For each day in excess of 48 hours that the dress is kept, there is a $40 daily rate charged to your credit card. On the fifth day, if the dress is still not returned, the full amount of the dress is charged.
I am located internationally, and I would like to schedule that DHL hold the package for a couple days?
This is not allowed. Clients should not schedule any holds with DHL.For each day the package has been held, this accrues as a daily late rate of $40 per day. On the fifth day, if the dress is not returned, the full amount of the dress is charged.
Will the loan fee be credited towards my purchase?
Domestic clients (USA) who originally loaned one dress will receive a $40 credit towards their purchase. If you originally loaned two dresses, you receive $50 credit towards your purchase. Please note, credits are only applied when the purchase is made within 30 days from when the client receives the sample.
International clients (AUS, CA, NZ, UK) who originally loaned one dress will receive a $40 credit towards their purchase. If you originally loaned two dresses, you receive $60 credit towards your purchase. Please note, credits are only applied when the purchase is made within 30 days from when the client receives the sample.
What are your shipping terms?
Domestic packages are sent via USPS Priority Mail, with signature required. Once shipped, your sample dress order usually arrives to you within 2-3 days.
International packages are sent via DHL Express, with signature required. Once shipped your sample dress usually arrives within 3-4 days.
What if I get makeup/soil spots on the dress, or caused damages to the dress?
We ask that you return the dresses in the same condition, in which they are sent to you. Makeup stains and other soil spots will result in a $100 dry-cleaning fee charged to your credit card. Other damages including broken zipper, excessive hair, noticeable wear, or tears will result in a cost up to the full price of the dress. Please send the sample dress back as originally received.
After the 48 hour try-on period, how do I send the dress back to the Dreamers & Lovers studio?
Domestic clients are required to take the package in to the post office, and manually hand it to the clerk to scan the pre-paid label. Failing to do so, may result in a lost package. Dreamers & Lovers is not responsible for lost packages. If the package is lost the customer is liable for the full price of the dress.
International clients will have the package picked up from the original delivery address. A Dreamers & Lovers associate will contact you by email with pickup date and time.
I live in the U.S, but I am being charged $125 per dress at checkout?
By default, the loan price show $125, however, once you enter your billing address as USA, and uncheck the’ship to a different address’, this should correct the total. If it is not corrected, you may need to refresh your browser. If you continue to have problems, you can put the transaction through at the $125 price point, and we will then refund you the next business day.
I received the dress, and while it is beautiful it is not for me, what happens next?
We wish you could have found ‘the-one’ with us:-) Send the dress back as outlined in our policy, and once we receive the dress back in the original condition in which it was sent, the temporary hold placed on your credit card will be removed. The $40 per dress loan-fee initially paid is non-refundable.
2. Shipping, Returns & After-Sales
Your turnaround time is 12-15 weeks, but I need the dress sooner, can you accommodate?
We do offer a RUSH service, and depending on workload this may/may not be available. There is a $149 regular rush fee, and a $299 double rush fee. We ask that you contact us to find out about the availability of this service.
Can I return my dress once I receive it?
All of our pieces are made-to-order, and as a result they are non-refundable. We have high quality standards, and we carefully inspect all of our pieces before they are sent. We check that the measurements are correct and that the quality is impeccable. We can proudly say our brides both domestically and internationally are overwhelmingly happy with their wedding dresses purchased from Dreamers & Lovers. Additionally, we offer a loan service for brides living within the United States, Australia, Canada, New Zealand, and the United Kingdom. We also send out fabric swatches, as per your request.
I placed an order and now I need to cancel?
As we start creating the custom pattern once we receive your order, all cancellations must be done within 24 hours of placing the order.
I receive my dress, and I love it, but I need an alteration done, can you assist with this?
Yes, we offer an excellent after-sale service. We will happily assist you with your alterations, if they are fit related. We do charge alterations for fit issues resulting from a weight loss where we were not notified prior to completion of your dress. Feel free to contact us with further questions about our alterations process.
Are your dresses stocked in bridal boutiques?
No, our dresses are sold directly through our website and in our studio by appointment only. We keep our prices affordable by selling directly to our brides. If we sold to bridal boutiques, we would have to double our prices, and that would go against the why of what we do.
I am unsure of what size to order, are your sizes true?
Most of our dresses can be made to measure, so if you are unsure of what size to order, select the size you usually order, and then add a note in the order details box with your measurements. We are also available via email or phone to discuss this with you.
Is there a cost for your made-to-measure service?
No, this is a complimentary service on most of our dresses for sizes 0-14. Sizes larger than a 14 has a small up charge.
I live in California, and would love to try on some of your dresses, do you offer fittings?
Our studio is located in downtown Torrance, and you are welcome to make an appointment to visit.
Your sizes are offered only in sizes 0-14, do you create plus size dresses?
All of our dresses can be made to sizes larger than 14, there is a small up-charge to do so.
What measurements do you need to create my dress?
Usually, we require the bust, waist, sleeve, and hip measurements. For floor length dresses, we require the measurement from the top-of-shoulder to floor. If you will be wearing a heel, we advise that you wear a similar heel when having your measurements taken. For short dresses, we require the measurement from the top of your shoulder to where you would like the hem to hit. It is also great knowing your height.
Will I be charged tax on my purchase?
Only items shipped within California, will be charged CA tax.