All of our dresses are made-to-order with a normal delivery time of within 30±5 natural days to the US. We also offer a rush order option with a delivery time of around 20 natural days or even earlier the US.
Color may vary between different fabrics and screens, even with the same color name, there are several options and different color shown, so please order fabric swatches to make sure it's the right color you want, otherwise we are really can't make sure it's right color you want.
We recommend that you order all dresses approximately 2-3 months before your event to allow enough time for any necessary dress adjustments.
Please compare your measurements of bust, waist, hips and hollow to floor (with shoes on) with our size chart, please keep error less than 1'' so that the dress can fit well, otherwise it's better to choose custom size.
All of our dresses are available in sizes 0-30. To ensure a proper fit, please ensure that the difference between your measurements and the standard size is less than 1''. When measuring your hips, please measure the widest part of your hips. If your buttocks are bigger than your hips, please also provide your measurements for your buttocks. We offer custom sizes at no extra cost, simply provide your measurements on the product page and we will confirm them with you. If the difference between your measurements and the standard size is greater than 1'', please choose a custom size. If the difference is less than 1'', you can choose a standard size. Please note that for plus-size dresses (sizes over US14), the ruching and draping may appear slightly different from the picture due to longer pleating and heavier weight. If inaccurate measurements are provided, the pleating may be slightly distorted. Therefore, please provide accurate measurements.
Please note that almost all of our designs are mermaid styles, which differ from A-line styles. To ensure a proper fit, there should be an error of less than 1'' between all of your measurements, including bust, waist, hip, hollow to floor (with shoes on), and the standard size. It's not enough to simply choose a size that is 1-2 sizes larger. For example, if your bust is 1'' larger, but your waist is 4'' larger or more, the dress will still not fit well even if you choose a size that is 1-2 sizes larger. Therefore, if the error is greater than 1'', please choose a custom size. If the error is less than 1'', you can choose a standard size to ensure a proper fit for your dress.
We apologize that our custom dresses are final sale since they are made exclusively for your measurements. It's important to ensure that your measurements are accurate before placing your order. Please note that all of our dresses are handmade, so slight differences may occur due to manual measurements. Although we will make your order according to your measurements, basic custom sizing may not fit perfectly, and additional alterations or adjustments may be required at your expense to achieve your ideal fit. We offer a limited reimbursement for alterations on all dresses, including standard size and custom size dresses. To request reimbursement, simply submit a picture of your receipt from the tailor to service@kiarelys.com, and we'll handle the rest. Please refer to the reimbursement limits for custom size dresses below (in USD):
Most bridal shops offer free measuring services, and even if there is a fee, it is typically not high. For custom sizing, we require measurements of your bust, waist, hip, and hollow to floor (with shoes on). If your butt is bigger than your hip, please also provide your butt measurements.
Based on our years of experience making dresses, plus size dresses have a high return rate due to fitting issues. We recommend that plus size girls order custom size dresses instead of standard plus size dresses, as mermaid style dresses may not fit well due to differences in waist, hip, or butt measurements. Please note that for plus size dresses, the ruching and draping may not look exactly like the picture, and accurate measurements are important to avoid fitting issues.
If your measurements are not the same as the dress size, the ruching and draping may not look flattering. This is not due to any issue with the dress itself, but rather whether you are ordering the correct size. All of our dresses are designed by us and feature real photos. We also have sample dresses in our showroom, and our skilled workers make the same dresses repeatedly every day. Additionally, we take photos of your dress before sending it and can provide these photos to you upon request.
The ruching and draping on our dresses are fixed in place by stitching, which is the only way to secure the pleating.
The material used, soft satin, is stretchy, so if your real measurements are bigger than the dress, the pleats may become stretched out and less defined, and the dress may feel tight. In this case, you can sort out the pleats by stretching them to both sides and then indenting the stitches into the pleats. If your real measurements are smaller than the dress, the pleats may become loose, and it may be necessary to have the dress taken in by a seamstress. We have an ADJUSTMENTS & REIMBURSEMENTS policy, which you can check on our website at this link: https://kiarelys.com/pages/adjustments-reimbersements
Different brands use different size charts and may also have variations in their color chart or naming. At Kiarelys, we use a size chart that is common and comparable to most leading brands. However, it's important to note that certain dress styles, such as an A-line dress versus a mermaid style, may have different measurement requirements. For example, for a mermaid style dress, accurate hip and butt measurements are essential, while for an A-line dress, these measurements may be less important. It's important to take accurate measurements and consult our size chart when ordering to ensure the best fit possible.
We understand the importance of ordering a dress for your special occasion. However, please note that our dresses are made to order, and we will begin the tailoring process once payment is received. Unpaid orders will not be processed. If you wish to cancel your order, please do so within 24 hours of payment for a full refund. If you cancel within 24 to 72 hours after payment, you will receive a partial refund of 50% of the dress price and the full shipping cost. Cancellation within 72 to 120 hours after payment will result in a partial refund of 30% of the dress price and the full shipping cost, while cancellation beyond 120 hours after payment will result in a partial refund of 20% of the dress price and the full shipping cost. Once your order has been shipped, it cannot be cancelled.
If you need to cancel your order, please contact us at service@kiarelys.com with your order number and phone number. Please note that if you need to make changes to your order, such as changing the color or size, after we have started the tailoring process, there will be extra costs. We will make changes without additional charges if you contact us within 24 hours of payment. If you do not respond to our order confirmation email, your order will be processed automatically within two days for rush orders and three days for normal orders. We cannot delay your order once the tailoring process has begun.
Please note that any requests related to after-sale problems must be submitted within 7 days after the item is delivered to you. The package must be returned within 15 days from the date of delivery. After this period, we will no longer be able to process returns, refunds, or exchanges. You will be responsible for covering the shipping fees for returning the item, including the cost of shipping and any necessary packaging materials. Please note that we are unable to provide a return label.
Your order will be delivered within the confirmed timeframe, and we will provide a tracking number once the package is sent out so you can receive updates on the tracking status. If you do not receive your package, please notify us of the package loss within 30 natural days from the date of shipping for DHL Express and 21 natural days for FedEx Express. If you do not report the loss within this time frame, the Express company will refuse to pay for any loss or damage to the package.
We do not offer an exchange service for any products since our orders are made-to-order. If you wish to exchange an item, you must first return the unwanted item according to our return policy and then place a new order for the replacement item. Please note that prior promotional pricing or discounts used for the original order will not be honored for the new order. Refunds are available for dresses in standard sizes no larger than US14, but not for custom sizes or sizes over US14. If you wish to exchange, please contact us within one week of delivery. We cannot process returns, refunds, or exchanges after this time.
Our contact email is service@kiarelys.com
We only ship to the United States. If you are from another country, please contact us before placing an order. It is important to ensure that the shipping address and phone number are accurate. Please note that PO Box and APO addresses are not eligible for express shipping. For more information, please refer to our shipping policy.
Please note that shipping addresses can be changed before we send your package out, but once we have shipped it, we cannot guarantee that the delivery address can be changed successfully. This is the response we receive from the shipping carriers. Additionally, the carriers charge us $13 per package, regardless of whether they are able to change the address successfully or not. Therefore, it is crucial that the shipping address you provide is correct. Please note that we cannot change the address after the package has been delivered.
Shipping cost has already been paid by us before sending the package to you, so there is no extra shipping cost on your side. However, if there are any additional charges, it may be due to customs taxes, which may apply in certain cases depending on the destination country. In general, the probability of having to pay customs taxes is low, but it can still happen.
If you receive information that the package has been delivered, but you have not received it, please check with your neighbors or family first. If they have not received the package, contact your local express company immediately and obtain a case number. Forward the case number to us, and we will handle the rest for you. You will receive a full refund if the express company cannot locate the package. Please note that it may take about one week for DHL express and 1-2 weeks for UPS and Fedex to complete the investigation. Please do not file a dispute during this time, as it may take the bank several months to investigate the case. We will refund you immediately once we receive feedback from the express company.
Generally, it may take around one week for DHL Express to complete an investigation, and 1-2 weeks for UPS and FedEx.
The contact numbers for DHL Express are 1-480-636-2571 or 1-800-225-5345;
For FedEx it's 1-800-463-333;
For UPS it's 800-782-7892.
Please do not file a dispute during this time, as the bank may take 3-4 months or longer to investigate. Once we receive feedback from the express company, we will refund you if the package cannot be found.
Please provide your bust measurement while wearing a bra if you prefer to wear one, and your bust measurement without a bra if you prefer not to wear one.
Please note that our dresses are dry-clean only. Do not wash them in a washing machine. If the dress has wrinkles, do not use an iron. Instead, you can use a household steam ironing machine or take the dress to a local dry cleaner. For minor wrinkles, you can hang the dress in the bathroom while taking a hot shower, and the steam will help remove them.
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