FAQs

A: 1. Add the desired item with its quantity to your shopping cart
   2. Click on the shopping cart icon
   3. Review your order and click on "CHECKOUT"
   4. Check out as a guest or log in to place your order
   5. Confirm your order details and click on "CHECKOUT"

A: Please refer to our Order Cancellation Policy for more information on order cancellation requests.

A: We accept Paypal and credit cards issued by all major banks, including but not limited to Visa and MasterCard.

A: If you wish to change your address, please contact our customer service team and we will assist you with the request. Please note, however, that we will not be able to change the shipping address once the order has been shipped.

A: Absolutely yes! We secure our website and payment process with the highest industry standards. shopluu.com is fully PCI compliant and certified to process payments. So every single bit of information you provide to us is encrypted through the Secure Socket Layer (SSL).

A: If the item you want is out of stock, please feel free to contact our customer service team to find out if and when it will be restocked.

A: Total Delivery Time = Processing/Tailoring Time + Shipping Time
Processing time: 15-18 days
Shipping Time: 5-8 days
You may refer to our detailed Shipping Policy.

A: When your order is finished processing, we will update the tracking information within 24 hours, and an email will be sent to you with the tracking information. You may click on the email to view the details.

A: You may choose a custom size, and we will tailor the dress based on the measurements you provide instead of choosing a specific size.

A: The shipping costs will depend on the weight of the order. Estimated shipping costs may be viewed on the checkout page.
The shipping time may vary due to the different shipping methods used in various countries/regions. Please refer to this page for detailed information.

A: Unfortunately, custom-made dresses are not eligible for return or refund. They are customized to your exact specifications and therefore cannot be resold.

It is our hope that you will enjoy the item you ordered! However, in case of dissatisfaction, please refer to our return policy, and make sure all the criteria are met before sending any item back to us.

Note: Requests for after-sales issues can only be made within 7 days from the date the item arrives to you.

View our complete return policy.

A: Upon receipt of the returned package, we will inspect the contents to ensure they are in their original condition. (Note: The returned item must be unworn, unwashed, undamaged, and have all the original tags attached. We do not accept a returned item that has been worn, damaged, washed, or modified in any way). We shall begin processing your refund upon confirmation.
It usually takes 5-7 business days to process a refund. And we will email you a confirmation message as soon as we have finished the process.
All PayPal payments can only be refunded via PayPal, and all credit card payments can only be refunded to the original credit card.
Note: (Processing time may vary depending on your payment method and bank). The original item and shipping costs will not be returned or refunded.