Frequently Asked Questions
Shopluu is an online prom dress store offering affordable prom dresses, evening gowns, and formal dresses for special occasions. Below are answers to the most common questions about ordering prom dresses online, including sizing, shipping, returns, and exchanges.
How should I place an order?
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"
May I modify or cancel my order?
Please refer to our Order Cancellation Policy for more information on order cancellation requests.
What payment methods may I use?
We accept Paypal and credit cards issued by all major banks, including but not limited to Visa and MasterCard.
May I change my shipping address?
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.
Is my payment secure?
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).
What if the item I am looking for is out of stock, or will it be back in stock?
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.
When will I receive my order?
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.
How should I track my order?
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.
What are the shipping costs and time?
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.
What if I do not fit a specific size?
You may choose a custom size, and we will tailor the dress based on the measurements you provide instead of choosing a specific size.
May I return a custom-made dress?
Unfortunately, custom-made dresses are not eligible for return or refund. They are customized to your exact specifications and therefore cannot be resold.
How does the return process work?
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.
Where will my refund be?
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.