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FAQ
1.Before You Order
Q: How do I get the right size? I'm worried about ordering the wrong one.
A: We completely understand! Sizing is the most important step. Please do not guess based on your usual size.
Instead, grab a soft measuring tape and follow our detailed [Size Guide]. Compare your bust, waist, and hip measurements to our chart for the most accurate fit.
Pro Tip: You can also email your measurements to us at [support@yourstore.com] for a personal recommendation.
2. Placing Your Order & Shipping
Q: How long will my order take to arrive? I have an event date!
A: Total delivery time consists of two parts:
Processing Time (5-7 business days):
Standard Shipping: 7-15 business days after dispatch.
Expedited Shipping: 5-7 business days after dispatch.
Need it faster? Please contact us before ordering if your event is imminent, and we will check all available options for you.
Q: What are my shipping options and costs?
A: We partner with global carriers like DHL and FedEx to provide reliable, trackable service. Shipping costs are calculated in real-time based on your delivery address and package dimensions.
You
will see the exact cost at checkout.
We offer both Standard and Expedited international shipping options.
Q: How can I track my order?
A: Once your order ships, you will receive an automated email with a tracking number and a link to follow your package's journey. You can also log into your account and view your Order History for this information.
Q: Can I change or cancel my order after placing it?
A: If you need to change or cancel, please contact us immediately via [support@lumebridal.com] with your order number.
Q: Can I change the shipping address after ordering?
A: Please contact us as soon as possible with your order number and the new address.
3. Returns, Exchanges & Refunds
Q: What is your return policy?
A: We accept returns within 7 days of delivery. To be eligible, the item must be unworn, unaltered, in its original packaging, and with all original brand and hygiene tags intact and attached.
For full details, please read our complete [Return & Refund Policy].
Q: Who pays for return shipping?
A: The customer is responsible for return shipping costs, unless the return is due to our error (e.g., wrong or defective item shipped). We strongly recommend using a trackable and insured shipping service.
4. After You Receive Your Gown
Q: What if my dress arrives damaged or is the wrong item?
A: Please contact our Customer Service team within 48 hours of delivery at [support@yourstore.com].
Provide your order number and clear photos/video of the
issue.
For errors on our part, we will cover all return shipping costs and promptly arrange a replacement or full refund.
5. Account & Technical Support
Q: Is my payment information secure on your website?
A: Absolutely. We use industry-standard SSL encryption. All payments are processed through secure, PCI-DSS compliant payment gateways (like Stripe or PayPal).
We never store your complete credit card information on our servers.
Q: I forgot my password. How do I reset it?
A: On the login page, click "Forgot Password?" Enter the email address associated with your account. You will receive an email with a link to create a new, secure password.
Q: Will my personal information be shared?
A: No. We are committed to protecting your privacy.
Your personal information is used solely for processing your order and necessary communication.
We do not sell or rent your information to third parties.
Details are in our [Privacy Policy].
Still Need Assistance?
We're proud of our personal customer care. For anything not covered above, please email us at [support@lumebridal.com]. We aim to reply within 24 hours.
For detailed terms, please visit our [Return & Refund Policy] and [Privacy Policy].