Help & FAQs
Have a question? You're in the right place. If you don't find your answer here, just email us — we actually read every message.
ORDERS
How do I place an order?
Find a dress you love, choose your size, and add it to your cart. At checkout, enter your shipping details and payment information. You'll get a confirmation email right after — if it doesn't show up within a few minutes, check your spam folder first, then reach out to us.
Can I change or cancel my order?
We move fast on processing orders so they reach you as quickly as possible — which means there's a short window to make changes. Email us at supportherscouture@gmail.com the moment you realize you need to adjust something. We can't promise we'll catch it in time, but we'll always try.
I didn't get a confirmation email. What now?
Check your spam or promotions folder first. If it's not there, email us with the name and address you used at checkout and we'll look it up for you.
SIZING & FIT
How do I know which size to order?
Every product page has a size guide with actual measurements — bust, waist, hips. Take your measurements before ordering rather than going by the size you usually wear, because formal gowns are cut differently from everyday clothing. When in doubt, size up. It's much easier to take a dress in than to let it out.
The size guide isn't clear for a specific dress. Can you help?
Yes — just email us with the dress you're looking at and your measurements. We'll give you an honest recommendation. We'd rather help you get it right the first time than deal with a return later.
What if it doesn't fit when it arrives?
Return it within 14 days of delivery. The item needs to be unworn and in original condition. See our full Returns Policy for details — it's straightforward, no fine print.
SHIPPING
Do you ship internationally?
Yes, we ship worldwide. Wherever you are, we can get your dress to you.
How long will it take?
Standard Shipping: 10–15 business days after dispatch
Expedited Shipping: 7–10 business days after dispatch
Orders are processed within 1–2 business days before they ship. During busy periods like holidays, add a couple of extra days to be safe — and order earlier than you think you need to.
A tip on timing: If you have a specific event date, we always recommend ordering at least 3–4 weeks in advance. Formal occasions don't wait, and neither should your dress shopping.
How do I track my package?
You'll get a tracking number by email once your order ships. If tracking hasn't updated in a few days or something looks off, email us — we'll contact the carrier directly and get back to you within 24 hours.
My order shows delivered but I haven't received it.
This happens occasionally — sometimes packages are left with a neighbor, in a mailroom, or in an unexpected spot. Check around first. If you still can't find it, email us right away and we'll open an investigation with the carrier. We won't leave you without a resolution.
RETURNS & REFUNDS
What's your return policy?
14 days from delivery. Items must be unworn, unwashed, and have all original tags attached. We know that's a tight window for international orders, so if you're cutting it close, email us — we'll work with you.
How do I return something?
Email us at supportherscouture@gmail.com and we'll walk you through it. You don't need to figure it out alone.
How long does a refund take?
Once we receive your return and confirm it's in original condition, we process the refund within 5 business days. Depending on your bank, it may take a few more days to appear in your account.
My dress arrived damaged or it's not what I ordered.
Please don't send it back — just email us a photo. We'll sort it out immediately, whether that's a replacement or a full refund. This kind of thing is on us, not you.
PAYMENTS
What payment methods do you accept?
We accept major credit cards and PayPal. All payments are encrypted — your information is secure.
Can I pay in my local currency?
Prices are displayed in USD. Your bank or PayPal will handle the currency conversion at checkout.
STILL HAVE QUESTIONS?
We're a small team and we take customer questions seriously. No bots, no scripted responses — just real people who want to help.
📧 supportherscouture@gmail.com
🕐 Monday – Friday, 9:00 AM – 6:00 PM CST
⏱ We usually reply within 1–2 business days — often sooner.
If something went wrong with your order, please tell us. We'd rather know and fix it than have you walk away unhappy.