1. What payment methods do you currently accept?
We currently accept payment via VISA & MASTERCARD
2. How can I check my order status?
If you want to track the status of your order, such as where your order is, when you will receive it, whether it has been dispatched:
a) You have an account: please log using the "Login" field. Click on the link "Cart" in the left menu for a list of current and past orders. Click the order number for the order status "overview and tracking information."
b) You can also Contact Us by email at [email protected] to inquire about the status of your order. You will receive a response from our customer service teams within 1 working day (excluding weekends & public holidays).
3. Are there any additional fees involved in shipping?
In some cases, your destination country may charge customs duty or other taxes. We have no control over these charges as customs policies vary widely from country to country. Please check with your local customs office for further information. Custom taxes are paid by the customer.
4. Where can you ship to?
We ship worldwide. There may be particular locations that we might require additional information to ship to, if so, we will get in touch with you ASAP. A list of the countries we deliver to is available here.
5. What kind of warranty or guarantee do you offer on your products?
We sell products that we believe to be of high quality and reliability. Before shipping each dress to our customers, our Q&C personnel will conduct detailed check of the items to ensure the high quality.
6. What is your Return Policy?
Customers need to contact our Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or has a color error, you are qualified to get a full refund. However, if the item is not faulty or it is made in accordance with the size you ordered but does not fit, please note that we will Not accept your returned item.
7. How much will the shipping cost?
We have different shipping methods that you can choose when placing an order. The shipping fee varies from country to country. It also depends on the weight of the items you order. You may place a test order to check the shipping fee.
8. How long is the delivery time?
Determination of the total delivery time
Before the items you ordered will be sent to you, the clothes have to be made individually. The products developed are subject to strict quality controls and are then carefully packed. Please note that the total delivery time is not the same as the tailoring time.
Total delivery time (total time) = Tailoring time + Shipping time (3-7 Working days)
The tailoring time is written on every product page. You can check them upon ordering. Do not forget to add the shipping time to get your estimated delivery time. Tailoring times vary depending on the season. The valid tailoring time is always the one written on the website at the date you order.
Delivery times may change depending on the seasons.
The valid delivery times are always those who see the product page at the size when you order the dress. Please look below for an example:
The delivery time depends on the delivery and performance of the shipping company (3-7 Working days, depending on the country).
We ship al our orders in express with no extra charge (3-7 Working days, depending on the country).
Remembering the holidays:
For the year 2017:
- Ching Ming: April 2 to April 4
- May Day: April 30 to May 2
- Dragon Boat Festival: June 9 to June 11
- Mid-Autumn Festival Festival: September 15 to September 17
- National Day: October 1 to October 7
- Christmas: 25 December
- New Year: January 1
Orders can be delayed by 5 to 10 days during those periods
9. How are you different from other online bridal stores?
Muee goes right to the source to purchase our beautiful gowns. The gowns we sell are of the same high quality as the designers sold in traditional boutiques and by other online retailers. Although we do not sell “designer” labeled gowns, you still get a beautiful bridal gown, without the designer price.
You may also have these questions:
Q:Is your size chart based on UK or USA standard? How is better to order right size? A: You need to check our size chart to choose the right size. You may also refer to our measuring guide to see how to get professional measuring. If you have concerns about the size, we highly suggest you choose the custom size. Please get the professional measurements first and fill in the exact measurements when you place an order.
Q: Could we possibly get color swatches from you to see what the colors look like in reality? A: We understand that it is hard to choose the color over a computer screen. For wedding dresses and other formal dresses, you are encouraged to order our fabric swatch and feel the fabric and color in reality.
Q: What if I would like the dress shorter? A: We are glad that you like our dress. Please understand that each dress is carefully tailored to match exactly what you see in the photos, and unfortunately we are unable to modify the length in any way. To find a dress the perfect length for you, please use the "MY FILTER" search function on the left-hand side of each dress category's main page under Hemline/Train. We also provide a custom size service. If you choose custom size and provide the correct hollow to floor measurement and your height, we will make the dress the right length for you. The customized dress may fit you better. For any other questions, please feel free to contact us.
Q: Can you change the back style of the dresses for me? A: We are sorry that currently we are not able to change the style of the back of the dress. As we have a large collection of dresses, we are sure you will find the perfect one with the style back that you prefer.
Q: If I order this dress in a standard size, can I return it if it does not fit?? Or if I just do not like it? A: If we send you a wrong or unmatched dress, we will take full responsibility and give you a top solution to your best satisfaction. We are afraid that return without reason is not acceptable. So please measure your body precisely in accords with our website size chart. We offer the Size & Color Guide for your good use. Each dress you order will be made from scratch totally according to your specifications. Our tailors will make the perfect dress for you.
Q: Hi I would love to order this dress for my wedding in April do you all ship to Trinidad & Tobago in the Caribbean? A: Yes, we ship worldwide. However, we may need some more specific information about your shipping address. And then you can just add your favorite products to cart, and follow the procedure to fulfill the payment. Then you can just stay at home and wait for your product to come in due course.
Q: I'm trying to order a dress with knee length in custom size. When I am entering in my measurements as I want this in the Short length and not the long length, I'm still being asked to give the hollow to floor measurements which I do not require. Can you please tell me how I am able to place the order for this in the short length and not the long? A: For the short dresses, our dressmakers will make the length based on the hollow to hem you fill in. You may also need to fill in the hollow to floor measurement, which can help us calculate your height so that we can ensure making the knee length dress for you. You may refer to our measuring guide to see how to get professionally measuring.
Q: Hi do you have real stores? Where can I try the dress on? I am a bit nervous to order the dress online without trying it on first.. A: We are so sorry but we do not have real stores in your place and we just do online business. We make high quality dresses in accordance with the pictures. While shopping online, you can also enjoy more competitive prices. Please feel free to contact us and we are willing to give you some professional suggestions.
Q: Can I place my order over the phone? A: At the moment, we only accept orders on line. You may complete the payment online with your credit card and your rights will be safeguarded by the credit card company.
Q: I placed my order and my payment just was not gone through? A: Please do not worry. Contact Us by email at [email protected] specify the payment problems you encountered. We will give you a reply within 24 hours to sort the problems out or give you other methods for payment.
Q: Dear staff, I would like to know the price of shipping for dresses of your website, or is it free? Thank you in advance. A: Please understand that the dress is not of Free Shipping. The shipping time and cost depend on your specific address, the weight of the items as well as the shipping method you choose.
Q: Can I change the size and color for my dresses after payment? A: If you want to change the size or color within 24 hours after payment, please kindly Contact Us by email at [email protected] We will cancel your order and issue a full refund to you. You may need to place a new order with us.
Q: Hi, how do I order multiple items? A: To place the order for multiple items you will have to follow the procedures as below. 1. Log in on our website; 2. Choose the color, size and add the item into the cart; 3. Press the button “continue shopping” and the add other items into cart; 4. Check out and pay for the dress. Our website will guide you with your order.
Q: I am wondering what "hollow to floor" means, I am hoping to put in the custom order. A: Hollow to Floor is the length from your hollow (center of the collarbone) to the floor. When you measure it, please take the tape from your front, with bare foot. You should stand upright and your feet should keep together.