Question 1

Where do you ship from?

Accepted Answer

Our products are shipped from China. The shipping time for economy shipping is about 25-30 days, and only 5-7 days for expedited shipping.

Question 2

How long will you ship my order after I order it?

Accepted Answer

1. In order to provide you a satisfying shopping, we will be strict about the product. The production time for both standard size and custom size will take about 10-15 days.

2. The shipping time for economy shipping is about 25-30 days, and only 5-7 days for expedited shipping.

Question 3

What kind of shipping way does AW.bridal provide?

Accepted Answer

We have two shipping ways for you to choose from.

1. One is standard shipping, which takes about 15-25 days.

2. The other is expedited shipping, which takes about 5-10 days.

Question 4

Will you charge customs tax?

Accepted Answer

Most of our products do not incur extra customs duty, as it is included in the shipping cost. However, each country has different standards for customs duties. For more details, please contact us at service@cs.awbridal.com.

Question 5

How to calculate shipping cost?

Accepted Answer

1. For Bridesmaid Dresses:
If you choose economy shipping, the freight is $9 per piece.
If you choose expedited shipping, the freight is $19 per piece.

2. For Wedding Dresses:
The freight is $25 per piece.

3. For Accessories:
If you choose economy shipping, the freight is $3.99 per piece.
If you choose expedited shipping, the freight is $6.99 per piece.

Question 6

Do you ship to PO Box APO/FPO military addresses?

Accepted Answer

For the sake of smooth transportation, we do not recommend that you provide PO Box APO/FPO military addresses when placing an order.

Question 7

Can I change my shipping address?

Accepted Answer

We can change the shipping address for you before the package is shipped. But once the package is sent, we are afraid it will be too late.

So we suggest you check your order information after you place your order.

Question 8

Why hasn't my package status been updated for several days?

Accepted Answer

If the order is still in production, it will not be updated until the production is completed.

For orders already on the way, it is common for tracking information to remain stagnant for several days, particularly as the package undergoes customs procedures or is in transit.

Question 9

Which countries can you ship to?

Accepted Answer

We can ship to many countries, including the USA, Canada, the UK, Australia, Germany, France and Italy.

Question 10

What's your return & exchange policy?

Accepted Answer

Please click here to learn more about the return policy & exchange policy. https://www.awbridal.co.uk/return-policy

Question 11

Can I return customized size products?

Accepted Answer

We apologize, but custom size dresses are generally non-returnable.

We understand that finding the perfect fit is important. While we generally cannot accept returns for custom size dresses, we are here to help ensure your dress fits beautifully.

To assist you, please refer to our measurement guide before placing your order. If you have any questions or need further assistance, feel free to reach out to our customer support team.

Question 12

Can I return defective,damaged or incorrect items?

Accepted Answer

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours at service@cs.awbridal.com with your order number and photo proof.

We'll respond quickly to your request and either send you a replacement or issue a refund.

Question 13

How to return the items?

Accepted Answer

1. The products must be in their original packaging with all tags attached.

2. Contact us at service@cs.awbridal.com with your order number and the reason for return and the photos of the product you received.

3. When received the returned package, we will check the package's conditions.

4. Once confirmed, our customer service will deal with it for you.

Question 14

When will I receive the refund?

Accepted Answer

1. If the order is canceled before shipment, we will process the refund after receiving your cancellation request.

2. If it is a return order, we will process the refund after receiving the returned package. Whether it's cancellation or return, once the refund is processed on our end, we will email you a confirmation.

3. Also, it usually takes 0-15 business days for the refund to be credited to your account, depending on your bank or payment service.

Please note, the processing speed of your bank is beyond our control. For detailed information, please contact your bank.

Question 15

What should I do if my refund is incorrect?

Accepted Answer

If the amount of refund you received is incorrect, please contact us at service@cs.awbridal.com with a screenshot of the refund you received. We will check as soon as possible to find out what caused the error and correct it.

Question 16

Can I exchange for a bigger/smaller size?

Accepted Answer

I'm sorry to hear that this dress doesn't fit you. Generally speaking, we suggest you modify it in your local tailor's shop. If it can't be modified, in order to save time, we suggest you contact us at service@cs.awbridal.com with a return request.

Then, you can make a new order and choose the dress you want. However, please note that shipping fees, rush order fees will not be refunded. And we do not take the responsibility for return and exchange shipping fees.

Question 17

Which payment method can I use?

Accepted Answer

You can use PayPal or a credit card to pay for your order. We take your security very seriously, therefore your details are safe with us.

Question 18

How to pay with PayPal?

Accepted Answer

1. Find the product you like and choose the size and color. Then click "buy now" to enter the checkout page.

2. Fill in the shipping address and click "continue" after verification.

3. Choose the shipping method - standard or expedited shipping.

4. Choose the payment method - PayPal.

5. Log into your PayPal account and enter your payment information. Click "pay now".

Question 19

How to cancel my pending orders?

Accepted Answer

Generally speaking, only when the payment is completed can your order be placed successfully. If your order is in the status of payment pending, we will not receive your order.

Question 20

Why did I fail to pay with credit card?

Accepted Answer

Generally speaking, this may be caused by the network. We suggest you log out and close our website page. After a while, log in again with another browser. If it still doesn't work, please contact us at service@cs.awbridal.com.

Question 21

Can I purchase by telephone?

Accepted Answer

Generally speaking, we suggest you place an order on the website.

But if these payment methods on the website don't work, please contact service@cs.awbridal.com.

Question 22

How to pay with the Western Union?

Accepted Answer

I'm sorry, we don't support Western Union payment at the moment. We suggest you pay with PayPal or a credit card. Sorry for the inconvenience.

Question 23

How to ensure that I choose right size dress?

Accepted Answer

On our website, there is a size chart on the page of each dress. We suggest that you check the size chart carefully before placing an order and choose the standard size closest to your size.

Please note that our sizes are divided into US size, EU size, and UK size. Please choose the size according to your actual situation to avoid the wrong selection.

If there is no standard size matching you on the size chart, we are willing to customize it for you for free. As long as you measure according to the measurement method on the website, the dress will fit.

If you are not sure whether your measurement is accurate, please contact us at service@cs.awbridal.com and we will help you.

Question 24

Can I customize dressess?

Accepted Answer

Yes, we offer free customization services for our customers. To select a custom-size dress, simply click the "customized size" button on the product pag. Detailed measurement instructions will be provided. Follow these instructions to measure yourself and enter your measurements.

Question 25

How to search the products I want?

Accepted Answer

1. To find the products you want, utilize the categories in the website's navigation bar or the sidebar filters. For example, you can filter by color, fabric, hemline, back detail, price, and other dimensions. Simply select your preferences in the specific categories while browsing, and you'll quickly find the dress you want.

2. You can also search by the product name or SKU on the website.

Question 26

Could we get color swatches to see what the colors look like in reality?

Accepted Answer

We offer free swatches. We will ship within 24 hours. You could shop here.
https://www.awbridal.co.uk/fabrics-swatches

Question 27

Do you have a physical store?

Accepted Answer

We currently offer only online services and do not have physical stores. Rest assured, our quality, style, and service are consistent with what you see on our website.

If you're concerned about size, we offer free customization. For color concerns, you can order swatches before placing an order.
For any questions, please contact us at service@cs.awbridal.com We'll respond as soon as possible.

Question 28

Can I raise the neckline of the dress/ add sleeves to the dress?

Accepted Answer

Thank you for loving our products. The production method of each dress is different.

In order to ensure the effect, we suggest you contact us at service@cs.awbridal.com before placing an order, and we will check with the factory and get back to you as soon as possible.

Question 29

Will my item be exactly the same color as what is shown on your website?

Accepted Answer

We strive to ensure the colors on our website match the actual items.

However, variations in camera resolution and monitor settings may cause slight differences between the photos and the actual fabric.

To ensure you receive the exact color you want, we recommend ordering swatches before placing an order.

Question 30

Why I didn't receive the order confirmation email?

Accepted Answer

If you didn't receive an order confirmation email, it could be due to:
1. Incomplete payment.
2. Incorrect email address.
3. Email in spam/junk folder.

If you've verified these details and still haven't received the email, please contact us at service@cs.awbridal.com.

Question 31

How to place an order?

Accepted Answer

1. Find the product you like and choose the size and color. Then click "buy now" to enter the checkout page.

2. Fill in the shipping address and click "continue" after verification.

3. Choose the shipping method - economy shipping or expedited shipping.

4. Choose the payment method - PayPal or credit card.

5. Fill in the account information and click "pay now" after verification.

You will receive an order confirmation email after successful payment. Please check the order information carefully.
If you have any questions, please feel free to contact us at service@cs.awbridal.com.

Question 32

How to track my orders?

Accepted Answer

1. If you have already registered an account on our website, click "sign up / log in" to access your account. Then click "my orders" to track it.

2. If you haven't registered an account on our website, you just need to click - "track your order" - enter your payment email and order number to track.

Question 33

What does "processing" mean for the order status?

Accepted Answer

"Processing" means your order is being tailored. Once your dresses are ready, we will ship them soon. Please do not worry.

Question 34

How to change my order address?

Accepted Answer

1. If you have registered an account on our website but have not placed an order, you can click "sign up/ log in" - "login" - "my account" - "address book" to edit an existing address or to add a new one.

2. If you have already placed an order, please contact us at service@cs.awbridal.com with your correct address.

Question 35

How to cancel my order?

Accepted Answer

If your order has been shipped, it cannot be canceled.
If your order has not been shipped, please contact us at service@cs.awbridal.com with a cancellation request.

Question 36

Why my order takes so long?

Accepted Answer

Sorry for the inconvenience. Since our products are made to order, we need some days to manufacture them and several days to ship them.

Generally speaking, the shipping time for economy shipping is about 25-30 days, and only 5-7 days for expedited shipping.

Question 37

Do you offer dropshipping?

Accepted Answer

Yes, we offer dropshipping. If you are interested in this program, please contact us at service@cs.awbridal.com.

Question 38

Do you offer special discount for wholesale?

Accepted Answer

If you are interested in wholesale purchases, please contact us at wholesale@awbridal.com before placing your order. We will provide a special discount based on your specific situation.

Question 39

How to use the discount code?

Accepted Answer

1. Choose the product you like, choose the size and color. Then click "buy now" to enter the checkout page.

2. Click "Enter discount code" on the right side of the checkout page - enter your exclusive promo code - click "Apply".

3. Then your discount will be added to the total price.

Question 40

Can I use several discout code in one order?

Accepted Answer

Sorry, you could only use one discount code in one order.

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