RETURNS AND SHIPPING

 

OVERVIEW

  • All of our made-to-order garments are designed, made, cut, and sewn locally, right here in New York City. Our current lead time for tops and cocktail length dresses is 3-5 weeks. Full length gowns have a lead time of 5-7 weeks. If an order should take longer than quoted, we will send you a notification via e-mail. 
  • Items with different lead times will ship in different packages as they become available. Please contact us if you'd prefer to wait and have all the items in your order arrive in a single package. 
  • Shipping for all online orders--domestic, and international, are free of charge. 

DOMESTIC ORDERS

  • Orders within the US ship via FedEx Ground, and typically arrive 3-5 business days after production. Please note that we cannot guarantee delivery dates. 
  • All orders ship with delivery confirmation and tracking information, which is e-mailed to the e-mail address you provide us. We are unable to provide tracking information beyond that supplied by FedEx.
  • Standard shipping does not include insurance.

INTERNATIONAL ORDERS

  • International orders ship via First Class Mail and arrive 7-14 days after production for most countries but can take up to 3 weeks. Please note that we are unable to guarantee delivery dates.
  • Most international orders include tracking information. International tracking information is not updated as frequently as domestic shipments and may cease updating once the package leaves the US. We are unable to provide tracking information beyond that supplied by the USPS.
  • We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages.
  • Standard shipping does not include insurance. 
  • We will not mark an item as a "gift" or reduce the stated value of the package. This is illegal, and we can be penalized heavily for doing so. 
  • Customs and import duties are levied by the receiving country and are therefore the buyer's responsibility.

RETURNS

  • We happily accept returns for store credit within 14 days of receiving your package. We do not offer cash refunds at this time. To request a return for store credit, please e-mail cs@dollypearl.come with your order number, and we will guide you through the process. 
  • We are not responsible for return shipping fees. 
  • Store credits are provided in the form of a digital gift card, and has no expiration date. 
  • If you would like to exchange an item, you will be able to place a new order for a replacement garment upon receiving your store credit, and your replacement will be produced within the regular lead time, which varies depending on the product ordered.
  • If you received a damaged or defective item, please email cs@dollypearl.com with your order number and a photo of the garment, and we will make sure the issue is addressed and taken care of.

It is important to us that you are happy with your purchase. Please e-mail us with any questions that you may have before you order, and we will be more than happy to help!

CANCELLATIONS AND ORDER CHANGES

  • Since each garment is made to order, we are unable to accept cancellations for refunds.
  • In some circumstances, we can add to/combine multiple orders to save on shipping costs. To combine multiple orders, email us at cs@dollypearl.com as soon as possible after placing your order.
  • If you’d like to make a change to your order (e.g., different size or color), we’d be happy to help you as long as your order hasn’t shipped. Keep in mind that it can take an additional 3-8 weeks (depending on the product description lead time)  to complete your updated order.
  • If you to request a change to your shipping address, email us at cs@dollypearl.com as soon as possible. We can change the address as long as the package has not left our building.
  • We cannot reroute a package once it has been shipped.