Welcome to Goxde!

FAQS

FAQS

1. How to track my order? 

Once your order has been shipped out we will send you a shipment letter with the tracking number you can take it to check the detail information on the related carrier's official website.
 
Tracking Links:
 
DHL:
www.dhl.com
 
UPS:
www.ups.com
 
DPEX:
www.dpex.com

2. How do I contact Customer Service?   

-Live Help---24 Hours Sunday - Friday.
 
If we are not available online, please leave us message and we will reply in 8 hours.
-Email---You can send an email to us
 
regarding what you need, which will be replied within 12 hours, 48 hours on weekends.

3. Can I change my order information after sending confirmation E-mail?

Yes, all the orders can be changed within 24 hours after your purchase, as we get your confirmation by email.

4. How to cancel my order?

We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.

Cancellation Policy

- Orders cancelled within 12 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 90% of product purchase price.
- Orders cancelled within 12-24 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
- Orders cancelled within 24-48 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
- Orders cancelled beyond 48 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
- Once your order has been shipped, it can no longer be cancelled.

If you would like to cancel your order, please log in to My Orders, select the order you need help with, and request cancellation. Or please click Contact Us to proceed.

Actions Time Frames Amount Refunded
Product Shipping Cost
Cancellation Within 12 hours of order confirmation 90% 100%
Within 12-24 hours of order confirmation 80% 100%
Within 24-48 hours of order confirmation 50% 100%
Over 48 hours, not shipped none 100%
Order shipped none none

5. When should I order?

Usually, you will receive your designed wedding dress within 12-15 days after you confirmed you order. So we suggest you make your order one month before your wedding date to give us more time for re-confirming, making and shipping. Or, if you are urgent, we can also make the wedding gown within a required time for you. But you need to pay extra fee.

6. When can I get my dress after ordering?

We will send you an order confirmation email after getting your payment and order for you to re-confirm all your order details, including order style, color, size, shipping details and so on. When we get your confirmation, we will start to make your dress, which will take about 12-15 business days (please pay attention, 12-15 business days exclude normal weekends and holidays). When we ship your order, we will send you tracking number for you to track your order in person.

All dresses are shipped by air express company, Estimate delivery time , an email will reach you when we ship your order for you to track on specific online tracking website.

7. Is the physical dress is as the same as picture?

our physical dress is 90% similarity compared to picture.The color also have color shading compared to the picture of the dress.

8. How do I decide what size to order?

Our size chart is independent. To choose the best size for you, please check the size chart on the product page, and refer to the measurements below each size. You can also refer to our measuring guide to see how to measure yourself.
To ensure the dress fits you well, we also suggest you choose custom size, which means that we make the dress based on your exact measurements.

9. How can I find my size?

We strongly recommend you have your measurements taken by a professional seamstress/dressmaker to ensure the accurate measurement before buying any dress online. We have provided the standard size chart for you to choose from if you need a standard size dress.

10. Is the colour of the picture display the same colour as the dress?

Our color charts online have been adjusted to display color as close as possible to the color of the actual fabrics. However, camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual fabric. Colors are subject to the actual dresses you get.

11. How can I view prices on your website in different currencies?

You can choose to view prices in different currencies using the drop-down Currencies menu at the top of the left-hand pane of our homepage.

12. Why did I fail in submitting the order?

Some of our clients provided feedback on failing in submitting the order. We feel very sorry for the inconvenience caused by the network congestion. Please be patient or email our customer service representatives directly. We may be not able to respond to you immediately because of time difference, but we will do it as soon as possible.

13. Can you make a dress according to the pictures I provide?

We can do it for most ordinary designs. Please email us your pictures with all the specifications. Sometimes the fabrics of the dress you enquired are difficult to find, or the special cut requirements beyond our ability. After our expert designers and dressmakers have reviewed the pictures, we can inform you of whether we can make it.

14. Can you make the dress exactly according to the pictures I send?

Yes, we can! We welcome your coming pictures any time! Please send us the pictures of the dress by email, we will review it carefully and reply you as soon as possible. Then we will ask for a reasonable price including shipping cost.

15. How do I measure?

For the dress fits you very much, we offer a measure method. All dress will be custom-made to the exact measurements.

16. Are these used dresses?

All gowns and products we offer are new. We do not accept or offer resale items.