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FAQ

 

1. what payment methods do you currently accept?

     We currently accept payment via Paypal and Credit/Debit Card.

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, please log in and click My Orders on any page of the website.

3. Are there any additional fees involved in shipping?

    In some cases, your destination country may charge customs fees 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.

4. Where can you ship?    

   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.

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 Quality Control personnel will conduct detailed checks of the items to ensure high quality.

6. What is your Return Policy?

    Customers need to contact www.Freezbuy.com Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, has been 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 does shipping cost? 

    We have three shipping methods including expedited shipping, standard shipping and super saving shipping. The shipping fee varies from country to country. It also depends on the weight of the items you order. You can place a test order to check the shipping fee.

8. How long is the delivery time?

    Currently, it takes 11-13 days to make wedding dresses and 6-11 days to make other dresses from the day you place an order. You may check the specific tailoring period on the product page. The shipping time depends on shipping methods. The fastest shipping - expedited shipping takes 3-6 days for the shipment. The standard shipping takes 5-8 days. The super saver shipping (only for orders of accessories valued less than $50) takes 15-30 days for the shipment. The sooner you place an order, the sooner we start preparing your dress.

9. How is Freezbuy.com different from other online bridal stores?

     Freezbuy.com goes right to the source to purchase our beautiful gowns. The gowns we sell are of the same high quality as the designer dresses 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: I was wondering if anyone can tell me whether or not I could get it to fit while being pregnant?

A: We do offer maternity dresses for customers and you may go to this link to have a look: http://www.Freezbuy.com/Maternity-Bridesmaid-Dresses-c45/. To make the right maternity dresses for you, firstly you may need to tick custom size and choose your current measurements.  This service costs an extra $19.99. Secondly, we hope you can tell us your current belly size in the Special Instructions column when you check out. To help you get accurate measurements, please kindly refer to our measuring guide: http://www.Freezbuy.com/about/help.php?act=pop&type=measure&cat_id=18.

 

Q: Is your size chart based on UK or USA standard? How can I make sure I order the 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 on 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. We have a 1-Piece Fabric Swatch that includes 32 Colors and only costs $5.99. We also have a 32-color, 6-piece fabric swatch that costs $26.99. Both include free shipping if you choose super saver shipping. Here is our link: http://www.Freezbuy.com/search.php?q=swatch .

Please note, we currently do not offer color swatches for our fashion dresses.

 

Q: What if I would like the dress shorter?

A: 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  “Narrow by” search function on the left-hand side of each dress category's main page. We also provide a custom size service, which costs $19.99. 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: What if I would like to add straps to the dresses? Do I need to pay extra money?

A: For most dresses, we can add spaghetti straps of around 1cm in width (extra $15). For this service, please go to http://www.freezbuy.com/Customization---Spaghetti-Straps-034004963-g4963(link for customization) to purchase this service. You may simply order it together with your dress.
Also, after you go to the checkout page, please write down your requirements in the Special Instructions Column at the bottom of the checkout page so we understand your request.

 

Q: Can you change the back style of the dresses for me?

A: We are sorry that we are not currently 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 back style 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 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 your cart, and follow the procedure to fulfill the payment. Then you can just stay at home and wait for your product to come.

 

 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 brick-and-mortar stores in your location as 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 online. You may complete the payment online with your PayPal account and PayPal will safeguard your personal information. You can also pay for your order with your credit card, namely, Visa, MasterCard, Discovery or American Express.

 

 Q:   I placed my order and my payment just was not gone through?

 A:   Please do not worry. Log in to My Orders, click on the order you need help with and 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? 

 A: Please understand that dresses do not include 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. 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 an order for multiple items you will have to follow the procedures 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 then add other items into cart; 4. Check out and pay for the items in your cart. Our website will guide you with your order.

 

 Q: I am wondering what "hollow to floor" means.  I am hoping to put in a 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 be kept together. 

 

Q: Hi, I am getting married in April next year but i live in Australia and would have to get custom fit, would my dress be here in time.

A: Surely we can deliver the dress to you on time. Usually it takes 11-13 days to make wedding dresses and 9-11 days to make other dresses. The fastest shipping just takes 3-6 days for the shipment. We suggest you order your dress about 2 months before your big day. Thank you.

 

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