Frequently Asked Questions | | Dreamers and Lovers

1. Select Samples

Choose your favorite styles & preferred delivery date

2. Try On At Home

Get your tribe together for a home try on party!

3. Mail Samples Back

Shipping is free both ways! If you end up choosing a dress. Ship back within 2 days

4. Order Final Gown

Get your final made-to-order gown in ~3-5 months

Home Try-On/Loan FAQ

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.

Is a signature required upon delivery for the loan me package?
Yes, a signature is required upon delivery. The package will not be delivered without a signature.
I ordered the dress with ivory liner, but a dress with nude liner was sent to me?
Unfortunately we do not have every sample size in ever color combination available to send. We do send out swatch cards with the sample to show what the color would look like. If you are only interested in a particular color combo, please state in your order notes that if that size/color combo is not available, then do not send.
I requested a size 4, but a size 8 was sent, can you send another?
Before sending the sample dress out, we request your body measurements (bust, waist, and hips). We then use these measurements to determine the size to send. We take in to account the largest body measurement to decide the size. It is seldom that a sample dress will fit perfectly. Many brides are a different size on top and on bottom. Please use the clamps provided, to give you a general idea of the fit. If you do like the dress, and order it, a dress would be custom made to your actual measurements.
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/FEDEX/UPS hold the package for a couple days, or redirect/delay the package?
This is not allowed. Clients should not schedule any holds/redirects/delay with the shipping carrier.For each day the package has been held/delayed/redirected, 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 6-7 days.

International packages are sent via FEDEX, with signature required. Once shipped your sample dress usually arrives within 3-6 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 into the UPS store, 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 $50 per dress loan-fee initially paid is non-refundable.

Popular FAQ

Why should I trust Dreamers & Lovers?

We know there are a lot of bridal brands from which to choose your dress. Our brand is all about treating you right. So right, that we are the only brand that will custom make your dress to fit you, and then offer to help you with alterations if needed. It’s our perfect fit guarantee for you.

How does Perfect Guarantee work?

Your dress is custom made to your measurements. We won’t sell you a standard size (unless this is your preference). We make it to your body, tailored to fit you perfectly. Even though your dress is custom made, there is a chance you may need some minor fine-tuning. We will do the fine-tuning for you. There is no catch; this isn’t a gimmick; it’s just how we feel is right for you and us. It’s also good karma.

Who makes my dress?

Your dress is ethically made by a craftswoman who gets paid a livable wage in California. This craftswoman is of the finest you can find. For many days she sits with your dress, and in many cases, your photo. She envisions the best touches to add for your body.

I am an out-of-state bride, is it risky to order?

Buying online can be risky, but if it helps, more than 60% of our brides we never meet. They are ordering from out-of-state, and lots are out-of-the-country. You can see reviews available from multiple reputable sources. 

As our bride Judith Fast from Germany wrote on her Instagram post:

“I loved my custom dress from Dreamers & Lovers. It was a bit of a risky move to order it without ever having tried it on and then having it delivered…….It fit perfectly and was super comfortable and effortlessly beautiful.”

You minimize your risk, because your dress is custom made, and you do have the opportunity to do the home try-on before committing.

Shipping, Returns & After-Sales FAQ

Your turnaround time is 15-18 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 $169 regular rush fee, and a $338 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.

Products FAQ

Are your dresses stocked in bridal boutiques?

No, our dresses are sold directly through our website and in our studio by appointment only.In order for us to deliver the perfect fitting dress, and because all of our dresses are custom made to the bride’s measurement, we limit how many brides we take on. This is why we do not offer our dresses to be sold in bridal shops. We exclusively sell directly to our brides.

I am unsure of what size to order, are your sizes true?
All of our dresses are 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 0-18. Sizes larger than an 18 has a small upcharge.
I live in California, and would love to try on some of your dresses, do you offer fittings?

Our showrooms are located in downtown Torrance, and in Venice Beach. You are welcome to make an appointment to visit.

Your sizes are offered only in sizes 0-18, do you create plus size dresses?
All of our dresses can be made to sizes larger than 18, 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.

Orders FAQ

Will I be charged tax on my purchase?
Only items shipped within California, will be charged CA tax.
How long will it take to get my order?
For orders with a standard turnaround, your order ships within 15-18 weeks. For orders with a regular rush turnaround, your order ships within 8-10 weeks. For orders with the double rush turnaround, your order ships within 4-5 weeks of placing your order. During our peak season, these turnaround times are subject to change. If this is the case, you would be notified immediately.