Frequently Asked Questions
Orders & Production
Q: How long does it take to make my order?
A: As all our items are handmade to order, processing time may vary depending on the product and busy periods. Please refer to the individual product listing for estimated production times.
Q: Do you offer rush orders?
A: Yes, in many cases we can prioritise your order. Please contact us before placing your order to confirm availability.
Q: Do I need to provide measurements?
A: For certain items, especially bespoke or made-to-measure designs, measurements may be required. Instructions will be provided where necessary.
Q: What if I order the wrong colour?
A: We strongly recommend confirming your dress colour before ordering. Colour differences are not considered a fault and are not a valid reason for return unless the item is defective.
Delivery
Q: How long does delivery take?
A: Delivery times depend on your location and the shipping method selected at checkout. Please refer to our Delivery Information page for full details.
Q: Do you offer express shipping?
A: Yes, express options such as DHL, UPS, FedEx and Royal Mail Special Delivery are available at checkout.
Q: Will I have to pay customs charges?
A: USA orders with standard shipping include all customs fees. For other countries, customs charges may apply depending on local regulations.
Returns & Exchanges
Q: Can I return my item?
A: We accept returns within 7 days of delivery, provided the item is unused and in original condition. Please refer to our Returns & Exchanges Policy for full details.
Q: Are custom or personalised items returnable?
A: No, custom or personalised items are non-returnable, as they are made specifically to your requirements.
Q: Is there a restocking fee?
A: Yes, a 15% restocking fee applies to all approved returns.
Q: Who pays for return shipping?
A: Return shipping costs are the responsibility of the buyer. We recommend using a tracked and signed delivery service.
Q: When will I receive my refund?
A: Refunds are issued once the returned item has been received and inspected, in accordance with our Returns & Exchanges Policy.
Product & Care
Q: Will the item look exactly like the photos?
A: As all items are handmade, slight variations may occur. Colour may also appear different depending on screen settings and lighting conditions.
Q: How do I choose the correct colour?
A: Many wedding dresses are not pure white (most are ivory or off-white). We strongly recommend confirming your dress colour before ordering or contacting us for guidance.
Q: How should I care for my item?
A: All items are designed for dry cleaning only. We recommend using a professional dry cleaning service.
Important Information
Q: Can I return an item after my wedding or event?
A: No, returns or exchanges are not accepted after the event date.
Q: Can I return an item if it has been altered?
A: No, items altered by a third party cannot be returned or exchanged.
Q: What happens if my item is delayed?
A: Delivery times are estimates. We are not responsible for delays caused by postal services or customs; however, we will assist where possible.
Contact
If you have any questions or need assistance, please contact us at:
info@marginelli.com