Zenobia

All of our dresses are made-to-order.
Normal Order Delivery Time: Within 25±5 natural days to worldwide
Rush Order Delivery Time: Within 12±5 natural days worldwide

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.

Please order fabric swatches to make sure it's the right color you like. Secondly, please try to order all dresses within one month, then it can avoid dye lot shading.

Please order all dresses around 2-3 months before your event, then you will have enough time to get some adjustments to the dress if it is necessary.

Please compare your measurements of bust, waist, hip(biggest part of hip including butt) and hollow to floor with shoes on with our standard sizes, please note only error is less than 1'' for all measurements, then dress can fit well otherwise it's better choose custom size, that's way we can make sure dress will fit you like gloves.

All of our dresses are available in size 0-30. Please note that only error less than 1'' between all your measurements of bust, waist, hip, hollow to floor with shoes on and standard size, then dress can fit well, otherwise it's better choose custom size.
The measurement of hip is the widest part of hip, if your butt is bigger than hip, then please give us your measurements of butt too. There are no extra cost to do custom size here, just fill up your measurements on the product page. And we will confirm with you again.so if error is bigger than 1'', please choose custom size, if error is less than 1'', then choose standard size, so dress will fit well.
Please note: for plus size dress(size over US14), the ruching and draping may not appear exactly as picture shown because pleating is longer, the weight will be heavier than normal, so the pleating might be a little out of shape, the difference will become obviously if measurements provided not right, so please try to provide us accurate measurements.

Please note that only error less than 1'' between all your measurements of bust, waist, hip, hollow to floor with shoes on and standard size, then dress can fit well, it's not choose 1-2 size up, then dress can fit well. For example, if bust is 1'' bigger, but waist is 4'' bigger or even more, so dress still can't fit well, so if error is bigger than 1'', please choose custom size, if error is less than 1'', then choose standard size, so dress will fit well.

We are sorry that our custom dress is the final sale since the dress is made exclusively for your measurements. Please make sure your measurements are accurate before placing orders.
It's normal for the slight difference because all of our dresses are handmade. Please kindly understand there may be a slight difference due to manual measurements. Even though we will make your order according to your measurements, it is only basic custom sizing. So you may need additional alterations or adjustments at your expense to get your ideal and fit dress, we offer a limited alterations reimbursement for all dresses (including standard size dresses and custom size dresses), you just submit a picture of your receipt from the tailor via email to service@kiarelys.com and we'll do the rest! Way too easy? Yes, It’s so easy for you to get the reimbursements! Please see reimbursement limits for our custom size dresses below in USD:
Dress $99 or less - Reimbursement limit $20
Dress $100 - $199 - Reimbursement limit $30
Dress above $200 - Reimbursement limit $40

According to our 13 years experience of making dresses in this industry, the return rate is very high for plus size dresses, especially mermaid dresses, return rate is over 70%, as most dresses from our shop are mermaid style, so for plus size girls, some one have big waist, the others have big hip or butt, in most time, plus size standard size dresses can't fit well, so our buyers have to return them back and have to reorder a new custom made dress again, this way not only waste your time, but also take you extra money to send dress back, as wedding is so important, the wedding date can't be delayed either, so even buyers reorder a new dress, the time may not enough, that would be the biggest disaster. To seller, basis on such high return rate, it's unprofitable a lot to do such business, if we keep this high return rate, we will be closed soon. The purpose of this return policy is to encourage buyers to provide correct measurements and saving their time, money and reducing return rates, so we usually suggest plus size girls order custom size dresses instead of plus size dress, please try not choose plus size unless the error less than 1'' between your measurements and standard size.
Please note: for plus size dress, the ruching and draping may not appear exactly as picture shown because pleating is longer, the weight will be heavier than normal, so the pleating might be a little out of shape, the difference will become obviously if measurements provided not right, so please try to provide us accurate measurements.

If your measurements are not the same size as dress, so ruching and draping will not flattered, that's nothing wrong about dress, the key is whether you are in the same size as dress, all dresses are our own designs and real photos, we still have sample dress in our showing room, it's the same workers make the same dresses again and again everyday, we also took photos about your dresses before sending, we can send you photos of your dress before sending.

The ruching and draping are all fixed by stitch, that's the only way to fix the pleating.
Since the material is soft satin, it's stretchy, if your real measurements are bigger than dress, then dress will be tight for you, the pleats will be stretched to plain, the pleats will not be obviously, further more, if you take dress off, then stitches will be stretched out, they become obviously if you bring up the pleats, in this condition, you can sort out the pleats by stretching them into both side, then stitches will indent into pleats. If your real measurements are smaller than dress, then pleats will out of shape, they will become loose, so please find a seamstress in your local shop to take dress in. We also have ADJUSTMENTS & REIMBERSEMENTS policy, please check this link: https://kiarelys.com/pages/adjustments-reimbersements

We know that it is very important for you to order a dress for your special occasion. However, please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs.
Unpaid orders will not be processed. If you do not need it, please ignore it.
If you cancel your order within 24 hours of payment, you will be eligible for a full refund.
Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost.
Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost.
Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of 20% of the dress price and the full shipping cost.
Once your order has been shipped, it can no longer be cancelled.
If you need to cancel your order, please email: service@kiarelys.com and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received. You will get an order confirmation email after payment. Please reply to the email in 24 hours if you need to change any information. If you need to change any information after we start the tailoring, there will be extra cost needed. For example, if you need to change color after we have prepared the material, which will be wasted. We need extra cost to prepare new material. So, if you need to change any information, please tell us clearly by replying the order confirmation email. We will make changes without extra cost if you contact us in 24 hours after payment.

For some reason, if customers don't reply with our confirmation email, your order will be assigned to make within 2 days automatically for rush order, and 3 days for normal order, we can't delay your order after all.

Please note the request on the after-sale problem shall be issued within 7 natural days after the item arrives at you, then package must be returned within 15 natural days from date of delivery, After that period of time, we'll no longer be able to process the return, refund and exchange.
You will be responsible for paying shipping fees back including but not limited to, the cost to ship back and any shipping materials cost, we are not able to provide return label.

The order will be delivered within the confirmed time, we will upload tracking number once package is sent out, so you will get update about tracking status, Please report us the package loss within 30 natural days from date of shipping otherwise the Express will refuse to pay any loss of package.

For more detail, please check our return policy page

We do not offer an exchange service for any products. Because most of our orders are made-to-order dresses. We do not have ready-made dresses that can be shipped in exchange of your returned items. If you insist to exchange, you need to return the unwanted items (if eligible per the return policy) to us first and then place a new order for the replacement items. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.
For dresses standard size no bigger than US14 are refundable, for custom size and size over US14 which is not refundable.
Please contact us within one week from date of delivery if you want to exchange, after that period of time, we'll no longer be able to process the return, refund and exchange.

We ship dresses worldwide. Please make sure you have filled a right address and phone number. Please note POBOX and APO address is not available for express. Read more on our shipping policy.

Shipping address can be changed before we sending your package out, but once we send it out, we really can't make sure delivery address can be changed successfully, that's the answer the express always told us, they also charge us $13/package no matter they can change address successfully or not, so the shipping address must be exactly correct。
Please note, once package was delivered, we can't change address any more.

Shipping cost has been paid before we send package to you, so there is no extra shipping cost in your side, if there is extra cost, then it must be customs taxes, but there is only 1% possibility to pay customs taxes.

If you received information shown that package has been delivered, but actually you didn't get package, please don't worry, please check with your neighbor or family firstly, if they didn't get package, please call your local Express at the first time, then they will give you case number, please forward this case number to us, let's do the rest for you, we will give you update once we get feedback from all express, you will get full payment back if they can't find package for you.

General speaking, it will take DHL express around on week to complete investigation, and it will take around 1-2 weeks for UPS and FedEx to complete investigation.

The tel of DHL express is 1-480-636 2571 or 1-800-225 5345

FedEx: 1.800.463.3339

UPS: 800-782-7892.

So please don't file the dispute firstly, because once you file the dispute, it will take bank around 3-4 months or even longer to look into this case, but once we get feedback from express, then we will refund you at once if they can't find package.

Please give us your measurement of bust with bra if you want to wear bra, then if you don't want to wear bra, then give us measurement of bust without bra.

Pay attention please! Our dresses can only be dry-cleaned! Please don't wash them with the washing machine! If it has wrinkles, don't use an iron. If you have a household steam ironing machine, you can do it yourself. Or please send your dresses to a local dry cleaner. If the wrinkling is not too serious, you can hang it in the bathroom when you take a hot shower, and the steam is enough to remove tiny wrinkles.

You don’t find the answer to your question? contact us now. We will answer you instantly.