FREQUENTLY ASKED QUESTIONS
1. I just placed my order, but I'd like to change it. Is this possible?
We want to make sure you receive what you are looking for, so if you'd like to change the size or color, we are here to help! E-mail us at cs@dollypearl.com, or click on the CONTACT tab, and message us as soon as you can after ordering. Once we hear from you, we are able to notify the production team on your garment. Please keep in mind that all designs are made to order, so if the production team has already begun working on your garment, we will have to restart the process. This means that your order's lead time will reset at the noted lead time (under the product description). Lead times vary depending on the design/length.
2. Do you offer refunds?
We currently do not offer refunds. Although we are always up for a challenge, offering refunds is a bit tricky for our company's current model and size. Our made-to-order business model, financial workflow, and strong belief in our garments themselves make us confident in offering store credit only at this time.
3. How will I know if the dress will fit me?
We currently offer letter sizes of x-small, small, medium, large, and x-large. We base our design sizes on the an average (American) standard. All of our styles offer a flowy, easy, and "untailored" fit, meaning it offers comfort in both the waist and hip without compromising thoughtful design. Measurements taken are made with the product lying flat. The size guide provided is a guideline to compare your body measurements to, they are not the measurement of the dresses. To measure the length of the hem, measure from the tip of your shoulder to the hem.
We know sizing can be tricky online, so we're here to help in any way we can. Take a look at our size guide! Then send us your bust, waist, and hip measurements, along with your height and (optional) weight. If you're up for it, photos always help when providing a recommendation as well!
4. Are there color options available other than the ones listed for the product?
We currently offer a wide range of colors, located under COLORS at the top of the website. If you have a question about a particular color (or don't see the color you'd like to order in the drop down box), shoot us an e-mail to cs@dollypearl.com (or a message us via the CONTACT form), and we'll make sure you receive your order in the right color.
5. Is it possible for me to get fabric swatches of the colors available?
Absolutely. If you are considering Dolly Pearl for your next special occasion, we provide complimentary swatches (up to 5 per swatch order). We will get the swatches out to you as soon as possible, and will even send tracking! Simply click on the 'COLORS' tab at the top of the website, select your desired color(s), then add to cart and go through the 'checkout process'. All swatches are complimentary, and shipped free of charge.
6. When should I expect my order?
All of our garments are made-to-order, and therefore require time to be thoughtfully made and produced. Our cocktail length dress styles currently have a lead time of 3-5 weeks, and our full length gown styles have a lead time of 5-7 weeks.
7. I'd like to receive my order sooner. Can I rush it?
Good things take time. We are unable to rush orders, simply because there are no garments to rush. Every garment is carefully made-to-order after it has been purchased.
8. Are you able to update me on the status of my order?
Absolutely. E-mail us at cs@dollypearl.com or shoot us a message in our CONTACT form, and we'll give you any current updates and an estimated ship date on your order.
9. Can I update the shipping address on my order?
Yes! If your order hasn't already shipped, e-mail us at cs@dollypearl.com or let us know in the CONTACT form, and we'll update your shipping address and make sure it gets to the right location.
10. Am I responsible for customs fees when my order arrives?
Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility. We know these fees can oftentimes come as a surprise, so get a heads up about your country’s customs fees with a quick online search before purchasing. We are also unable to mark packages as gifts.
11. My garment order didn't work out! What can I do?
We are more than happy to facilitate an exchange or a return for a store credit. In addition, we would like to learn more about what you were looking for and make a recommendation for another garment that suits that vision. We are able to accept exchanges for garments that are unworn and in good condition within 14 days of delivery, and can offer a store credit in return. E-mail us at cs@dollypearl.com to get the process started and to receive your online store credit.
12. How do I care for my garment?
Our garments are 100% silk (including the lining), and are therefore dry clean only. We recommend you consult with your dry cleaners for any garments with special hand sewn details.