Our hearts go out to each and every one of you whose wedding has been impacted by COVID-19. Some of you have shared your stories with us on Instagram, and it breaks our hearts to hear how stressful it’s been… but it’s also remarkable to watch our social community lean on each other during this impossible time.
As a team, we’re taking a moment to take extra care of ourselves, our loved ones and our families. Our team is hustling hard—remotely—to ensure that it’s business as usual, and that COVID-19 will not affect our ability to serve you day in and day out. We are here for you.
We thought it would be helpful to provide answers to commonly asked questions about how COVID-19 has affected our supply chain, delivery dates and policies, especially for those feeling a little anxious.
THERE'S A CHANCE THE WEDDING WILL BE CANCELED. WHAT'S YOUR RETURN POLICY?
We typically have a 2-week return & exchange policy for all US orders. However, we completely understand that there's a lot of uncertainty around your wedding date right now, and we want you to feel as comfortable as possible. Due to the ongoing impact of COVID-19, we are extending our standard 14 day return and exchange policy to 45 days from the date of delivery.
ARE THERE ANY SHIPPING DELAYS DUE TO CORONAVIRUS?
With standard shipping, your order will deliver in 7 business days or less. However, due to an increase in packages during COVID-19, along with heightened precautionary measures to ensure the safety of our third-party partners, some of our shipping carriers are reporting delays. If your package has shipped but not been delivered in 7 business days, please contact our Customer Care team at email@example.com for help.
If you purchase an item that is on backorder or presale, your order will ship in the timeframe listed on the product page. In the event that there are further delays due to COVID-19, we will notify you immediately. (We won’t leave you hanging, promise.)
In the event that our domestic warehouse is affected and unable to ship outgoing packages, we will be sure to let everyone know as quickly as possible. (More on this below)
WHERE ARE YOUR DRESSES MADE AND SHIPPED FROM?
Our gowns are designed in Los Angeles, manufactured in China and shipped domestically from our distribution center in Southern California, just outside of LA.
IN THE EVENT THAT COVID-19 GETS WORSE DOMESTICALLY, HOW ARE YOU GUYS PREPARING?
Honestly, our number one priority is the health and safety of our employees, partners and you. Our team members are working from home as recommended by the WHO, CDC and local and state authorities. We've postponed every event, expo & pop up shop on the calendar through 2020.
Our warehouse is still up and running at this time, and has taken additional precautions, such as keeping facilities extra clean, drastically limiting personnel and educating the staff on how to stay safe and healthy. However, in the event that the warehouse is affected and unable to ship outgoing packages, we will be sure to let everyone know as quickly as possible.
WHO CAN I CONTACT WITH QUESTIONS ABOUT MY ORDER?
Our Customer Care team is available to help via email at firstname.lastname@example.org or phone at 323-538-0608. We are available Monday - Friday, from 9AM to 6PM EST.
Opening image by @gakoch