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    FAQS

    1. How to track my order? 

    Once your order has been shipped out we will send you a shipment letter with the tracking number you can take it to check the detail information on the related carrier's official website.
     
    Tracking Links:
     
    DHL:
    www.dhl.com
     
    UPS:
    www.ups.com
     
    DPEX:
    www.dpex.com

    2. How do I contact Customer Service?   

    -Live Help---24 Hours Sunday - Friday.
     
    If we are not available online, please leave us message and we will reply in 8 hours.
    -Email---You can send an email to [email protected]
     
    regarding what you need, which will be replied within 12 hours, 48 hours on weekends.

    3. Can I change my order information after sending confirmation E-mail?

    Yes, all the orders can be changed within 24 hours after your purchase, as we get your confirmation by email.

    4. How to cancel my order?

    We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.

    Cancellation Policy

    - Orders cancelled within 12 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 90% of product purchase price.
    - Orders cancelled within 12-24 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
    - Orders cancelled within 24-48 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
    - Orders cancelled beyond 48 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
    - Once your order has been shipped, it can no longer be cancelled.

    If you would like to cancel your order, please log in to My Orders, select the order you need help with, and request cancellation. Or please click Contact Us to proceed.

    Actions Time Frames Amount Refunded
    Product Shipping Cost
    Cancellation Within 12 hours of order confirmation 90% 100%
    Within 12-24 hours of order confirmation 80% 100%
    Within 24-48 hours of order confirmation 50% 100%
    Over 48 hours, not shipped none 100%
    Order shipped none none

    5. When should I order?

    Usually, you will receive your designed wedding dress within 12-15 days after you confirmed you order. So we suggest you make your order one month before your wedding date to give us more time for re-confirming, making and shipping. Or, if you are urgent, we can also make the wedding gown within a required time for you. But you need to pay extra fee.

    6. When can I get my dress after ordering?

    We will send you an order confirmation email after getting your payment and order for you to re-confirm all your order details, including order style, color, size, shipping details and so on. When we get your confirmation, we will start to make your dress, which will take about 12-15 business days (please pay attention, 12-15 business days exclude normal weekends and holidays). When we ship your order, we will send you tracking number for you to track your order in person.

    All dresses are shipped by air express company, Estimate delivery time , an email will reach you when we ship your order for you to track on specific online tracking website.

    7. Is the physical dress is as the same as picture?

    our physical dress is 90% similarity compared to picture.The color also have color shading compared to the picture of the dress.

    8. How do I decide what size to order?

    Our size chart is independent. To choose the best size for you, please check the size chart on the product page, and refer to the measurements below each size. You can also refer to our measuring guide to see how to measure yourself.
    To ensure the dress fits you well, we also suggest you choose custom size, which means that we make the dress based on your exact measurements.

    9. How can I find my size?

    We strongly recommend you have your measurements taken by a professional seamstress/dressmaker to ensure the accurate measurement before buying any dress online. We have provided the standard size chart for you to choose from if you need a standard size dress.

    10. Is the colour of the picture display the same colour as the dress?

    Our color charts online have been adjusted to display color as close as possible to the color of the actual fabrics. However, camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual fabric. Colors are subject to the actual dresses you get.

    11. How can I view prices on your website in different currencies?

    You can choose to view prices in different currencies using the drop-down Currencies menu at the top of the left-hand pane of our homepage.

    12. Why did I fail in submitting the order?

    Some of our clients provided feedback on failing in submitting the order. We feel very sorry for the inconvenience caused by the network congestion. Please be patient or email our customer service representatives directly. We may be not able to respond to you immediately because of time difference, but we will do it as soon as possible.

    13. Can you make a dress according to the pictures I provide?

    We can do it for most ordinary designs. Please email us your pictures with all the specifications. Sometimes the fabrics of the dress you enquired are difficult to find, or the special cut requirements beyond our ability. After our expert designers and dressmakers have reviewed the pictures, we can inform you of whether we can make it.

    14. Can you make the dress exactly according to the pictures I send?

    Yes, we can! We welcome your coming pictures any time! Please send us the pictures of the dress by email, we will review it carefully and reply you as soon as possible. Then we will ask for a reasonable price including shipping cost.

    15. How do I measure?

    For the dress fits you very much, we offer a measure method. All dress will be custom-made to the exact measurements.

    16. Are these used dresses?

    All gowns and products we offer are new. We do not accept or offer resale items.

    Online help
    • My Orders
      1.How do I place an order?
      To place your order:
      1. Add the desired item and quantity to your cart
      2. Click the shopping cart icon.
      3. Review your order and click 'Checkout' button.
      4. Sign in or Register.
      5. Confirm your shipping details and payment method, click 'Place Order' button.
      2. I ordered a standard-size dress, not a custom-made one. Why is it taking so long?
      All of our dresses are made-to-order, whether you ordered a standard or custom size, both require tailoring time. Tailoring Time is displayed on each dress's product page. If you add this time to the shipping time, you'll have an idea of when to expect your item.
      3. How can I track my order status?
      We will send you an email once your order has been shipped. Please Sign into 'My Account' and click 'My Orders' in the upper right corner.
      Click on 'View Details' to check your order status. You can choose to email us to get information on your order.
      4. When will I receive my order?
      You can calculate a delivery estimate by taking the processing time and adding the shipping time. Currently it takes 10-16 days to make Formal dresses. You can check the tailoring period on the product page. The shipping time depends on the shipping method. The fastest shipping - expedited shipping, takes 2-4 days. Standard shipping takes 3-6 days, and Super saver shipping (only for items under $50) takes 15-30 days.
    • Product
      1. What is the best way to choose my size?
      Our size chart is independent. To choose the best size for you, please check the size chart on the product page, and refer to the measurements below each size. You can also refer to our measuring guide to see how to measure yourself.To ensure the dress fits you well, we also suggest you choose custom size, which means that we make the dress based on your exact measurements.
      2. Will my item be exactly the same color as what is shown on your website?
      Our color charts online have been adjusted to display color as close as possible to the color of the actual fabrics. However, camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual fabric. Colors are subject to the actual dresses you get.
      3. How can I make sure all of my dresses are the same color?
      To ensure that your dresses will be made from the same roll of fabric, please inform us of your requirement about color via email or leave us a message in the Special Instructions column at the bottom of the check-out page when placing the order.
      4. Can I change the design of a dress?
      Due to agreements with the dress designers, we make the dresses strictly according to the pictures shown on our website. However, for certain dresses, we can add spaghetti straps or remove the train.
      For adding spaghetti straps or removing a dress train, please confirm with our professional representatives first before you place your order. You can choose to email us.
    • Payment
      1. What methods of payment do you accept?
      Please click this link .
      2. Is my payment secure?
      Definitely yes! We use the highest industry standards to secure our website and the payment process. ellamira.com is fully PCI compliant and certified to process payments. Every bit of the information you provide to us is processed encrypted through the Secure Socket Layer (SSL).
      3. How can I change payment methods?
      If you have an unpaid order and want to use a different payment method, it's easy:
      1. Sign into ‘My Account’ and click ‘My Orders’ in the upper right corner.
      2. Click on the unpaid order you want to complete payment on.
      3. Click ‘Edit Order’ and select your desired payment method, and then proceed to pay.
    • Delivery
      1. Where do you ship to?
      We ship worldwide. There may be particular locations that we might require additional information to ship to. If so, we will get in touch with you ASAP.
      2. What shipping methods do you offer?
      We have three shipping methods including expedited shipping, standard shipping and super saver shipping. Super saver shipping is only for items priced less than US$50. Currently, we cooperate with DHL, UPS, TOLL and Post Office to ship our orders.
      3. Can I change my shipping address?
      You can only change the shipping address while your order is still in production. Please email us. Or you can send your correct shipping address to [email protected]. Our representatives will correct your shipping address and send you a confirmation email as soon as possible.
      Once your order has been shipped, we cannot change the delivery address nor delivery options.
      4. How much does shipping cost?
      The shipping fee will depend on the weight of the order. It is possible to check the estimated shipping cost at the Checkout page.
    • Returns
      1. What is your return policy?
      Customers need to contact ellamira Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or has a color error, you are qualified to get a full refund. If there are any other issues with the item, you can still Contact Us and we will do our best to help you. To receive a full refund, if eligible, the item must be returned in its original condition within 7 days of its arrival to you. The item must be unworn, unwashed, unaltered, and undamaged with the original tags attached. We cannot process the return of any faulty item.
      2. What is your return/exchange process?
      1. Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order.Please include an explanation and photographs stating the reason for your return.We reserve the right not to accept the returns without prior approval from our Customer Service.
      2. Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. Please keep the tracking number safe.
      3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.Once the refund has been processed by us, it usually takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
      *All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
      *Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.
      3. Can I return a standard-size dress?
      Customers need to contact ellamira Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or has a color error, you are qualified to get a full refund. If there are any other issues with the item, you can still Contact Us and we will do our best to help you. To receive a full refund, if eligible, the item must be returned in its original condition within 7 days of its arrival to you. The item must be unworn, unwashed, unaltered, and undamaged with the original tags attached. We cannot process the return of any faulty item.
    • My Account
      1. How I can change my email address?
      Please send your request and correct email address to [email protected], or you can choose to email us. Our representatives will reply within 24 hours.
      2. What should I do if I forget my password?
      1. Forget password
      Please click this link to reset your password.
      If it doesn't work, please Contact Us, with your permission, we will help reset the password for you.
      2. Change password
      If you would like to change your password, please refer to the below steps:
      1) Simply click 'Sign in' on our website and then click 'My Account' at the top of the website.
      2) Click "Account Settings" on the left column and then you can change the password and save the new one.
    • About ellamira
      1. Do you have a store?
      We are so sorry but we do not have real stores in your place and we just do online business. We make high quality dresses in accordance with the pictures. While shopping online, you can also enjoy more competitive prices.?Please feel free to contact us and we are willing to give you some professional suggestions.
      2. Why choose ellamira?
      We are industry-leaders who care about our customers, always striving for 100% satisfaction. ellamira boasts both unique aesthetic taste and professional manufacture and there is no need to worry about your purchase. What if you're not happy with your dress? No worries! Our return policy is one of the best in the industry. Online dresses shopping just got easier. We promise to offer you the best quality from the purchase until the delivery.