Frequently Asked Questions
Here are answers to the questions we hear most often. If you cannot find what you are looking for, please email us at xuendress@reiens.com and we will reply within one to two business days.
Orders and Production
How long does it take to make my dress?
All of our dresses are made to order, so production begins as soon as your order is confirmed. Standard production takes approximately 15 business days. If you need your dress sooner, we offer two rush options that can be selected on the product page:
- Rush (10 business days): additional $9.00
- Express (5 business days): additional $15.00
Production time does not include shipping time. A standard order typically arrives 3–5 weeks after your order date.
Can I cancel my order?
You may cancel your order for a full refund within 24 hours of placing it, provided production has not yet started. Once production has begun, the order can no longer be cancelled. Please email us as soon as possible if you need to cancel.
Can I change my order after I have placed it?
You may request changes (colour, size or shipping address) within 24 hours of ordering, as long as production has not started. After that, we are unable to modify the order because production will already be underway.
Sizing and Custom Size
How do I find my size?
Please refer to our Size Guide for detailed bust, waist, hips and hollow-to-floor measurements in both inches and centimetres for adult and children's sizes. We recommend taking measurements while wearing the undergarments and shoes you plan to wear with the dress, and asking someone to help you.
What if my measurements fall between two sizes?
When in doubt, choose the larger size. Our dresses can usually be taken in by a local tailor if needed, but they are very difficult to let out.
Can I order a custom size?
Yes. On any product page, choose the Custom Size option and enter your bust, waist, hips, hollow-to-floor and (for adult dresses) height measurements. Your dress will be made to your figures for a small surcharge.
Can custom-sized or custom-coloured dresses be returned?
No. Custom-sized and custom-specified items are non-returnable and non-exchangeable, as they cannot be resold. Please double-check your measurements before placing the order.
Shipping
Do you ship internationally?
Yes. We ship to most countries worldwide. Shipping is calculated at checkout based on your delivery address and order total.
How much is shipping?
- Standard shipping: $10.00 USD (typically 7–15 business days in transit)
- Free standard shipping: on orders of $199.00 USD or more
- Expedited shipping: available at checkout, exact cost shown before payment
Do I have to pay customs duties or import taxes?
International orders may be subject to import duties, taxes and customs clearance fees levied by your country. These charges are the responsibility of the recipient and are not included in the item price or shipping cost.
How can I track my order?
Once your order ships, we will email you a tracking number. Tracking information may take 2–5 business days to update after the shipping label is created.
Payment
What payment methods do you accept?
We currently accept PayPal. Additional payment options are being added. All payments are processed securely.
Can I pay in my local currency?
All prices are shown in US dollars. Your bank or payment provider will convert the amount to your local currency at their prevailing exchange rate.
Returns and Exchanges
What is your return policy?
Standard-size items (not custom-made) may be returned within 7 days of delivery if unworn, unwashed and in original packaging with all tags attached. Custom-sized and custom-coloured items are non-returnable. Please see our full Refund Policy.
Who pays for return shipping?
Unless the item is damaged, defective or incorrect, return shipping costs are paid by the customer. We recommend using a tracked service.
When will I receive my refund?
Once we receive and inspect your return, approved refunds are issued to your original payment method within 5–10 business days. Your bank may take additional time to post the funds.
About Our Products
Are the colours accurate on my screen?
We try our best to display product colours as accurately as possible, but the actual colour may vary slightly depending on your monitor settings and the lighting when photos were taken. Slight variation between dye lots is also normal for fabric production.
Do your dresses have any built-in padding or bra?
Many of our dresses include built-in bra cups or padding for support. Each product description notes the specific construction. If you are unsure, please email us before ordering.
Need More Help?
Email us at xuendress@reiens.com with your question and we will reply within one to two business days.