Help Center

PLACE AN ORDER

★When will I get my dress?
All of our dresses are made-to-order, and the production time is 7-10 days. The delivery time is around 7 days, but it will take longer in boom seasons.
★Is there a color shade variance between the different dress fabrics?
Different fabrics pick up dyes differently, so there may be a shading variance between fabrics. If you’re going to order several dresses in different fabrics, the best way to avoid it is to order swatches first.
★How can I make sure that the bridesmaid dresses I ordered are the same color?
There will be a little color difference because of screen displays. You can order swatches first to confirm that. When you plan to order dresses for several times, please contact with our service first. Then we can note it to the factory to reduce the color difference to the least.
★How to get the free swatches?
Just order swatches on our website, we will send them to you immediately. And we will refund you the payment for swatches (including the shipping) after you order the dress.
★When should I order the dress?
We suggest you order the dress one month earlier than your occasion date. Then you will have enough time to get some adjustments to the dress if it is necessary.

SIZE

★How can I choose a suitable size ?
Our dresses are produced according to size chart on our website. So, you’d better measure yourself first and check it on our size chart. The measurement guide is also available on the page. We will also confirm with you after receiving your order.
★Standard size and custom size
All of our dresses are available in size 0-30. Choose a suitable size according to our size chart. If one of your measurements is not included in the standard scale, we suggest that you choose a custom size. Just fill up your measurements on the product page. And we will confirm with you later.
★Can I change the design?
We don’t recommend you to change the design. But you can contact with us if you have some requirements about the dress. Then we will check with the factory to see if it could be changed.
★How can I do if the custom dress is unsuitable for me?
We are sorry that our custom dress is the final sale since the dress is made exclusively for your measurements. Please make sure your measurements are accurate before placing orders. If you are not sure how to measure yourself, please contact our customer service for help.

REFUND&RETURN

★How to cancel my order?
If you cancel your order within 24 hours of payment, you will be eligible for a full refund. But cancellation over 24 hours can only get a partially refund. You can browse our cancellation for further information.
★How to return the dress?
According to our return policy, you need to pay for the shipping for return if there is no quality problem. (Damaged, defective, or mis-shipped standard size dresses) And please contact with our service first and send photos of the dress. When you get the reply of our service, that means you return has been in process.
★Can I exchange a dress?
Before we produce your dress, we will confirm the size with you. And you can tell us which size do you want. While if you want to exchange a dress after you receive it, you may need to return it and order a new.
★Our return policy
Our return policy Cicinia is always dedicated to providing the best service for our valued customers all the time. In order to provide a better shopping experience and customer service,we will issue a full refund including shipping fee right away for any damaged, defective or mishandled products. If you find any quality problems with our product when you receive your package, please contact our customer service team. We will arrange a free replacement, return or refund as soon as possible. We will offer your reimbursement if you keep the dress and make adjustments locally. Please note the request on the after-sale problem shall be issued within 3 days after the item arrives at you. FOR ALL STANDARD SIZE ORDERS Cicinia promises to issue a full refund including shipping fee and rush fee(if there is)for any damaged, defective, or mis-shipped standard size dresses. Pictures to prove the quality problems are required. You will be responsible for paying shipping fees back including but not limited to, the cost to ship back and any shipping materials cost. Therefore, we friendly recommend you to return all unwanted items at one time if there are 2 or more products. The item must be shipped back within 15 days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon. Please make sure all items must be returned in original condition (unworn, unwashed, unaltered, and undamaged) with the original tags attached. We may fail to process the return of any items that do not adhere to this return policy. It will take up to 3 business days for us to process your return and refund once the package arrives back to us (This can take several more days during our peak season). You will receive a refund soon after we check your return package. Please note your bank may take additional days to process the refund. FOR ALL CUSTOM FIT ORDERS We offer basic custom sizing on all of our Cicinia styles. Custom sizing only takes an extra 9.99 USD compared with standard sizes. We strongly recommend you to place a custom size order to get a perfect dress for you. Custom dresses are made specifically to the measurements(bust, waist, hip, height, and hollow-to-floor) you provide to us. That means no one else will be able to wear that dress once it’s completed. That is to say, we are unable to accept any returns on custom size dresses unless there is a quality problem. Therefore, please make sure to carefully check all your measurements and color choice! Custom dresses usually cannot be returned unless there is a quality problem because they are final sale. Please confirm color, style, and measurements within 24 hours after your payment. FOR ALL FABRIC SWATCHES, ACCESSORIES AND RUSH ORDERS All fabric swatches, measuring tapes, accessories, veils are final sale. No returns or exchanges for any reason. And we currently can not refund the rush fees on rush orders except defective items. We will refund the rush fee on defective order.
★Return process
1.Email our Customer Service service@cicinia.com within 3 days upon receiving your order. Please send us an explanation and photographs to state the reason for your return. We reserve the right to refuse returns without prior approval from our Customer Service. 2.Once you received the reply from service@cicinia.com, it means your request of return has been approved. Please return the dress to us with the address we provided ASAP (3-7 days). This information must be written and sent to us with the package: Order Number/Email/Full Name. This is very important for us to recognize your package. We are not able to arrange refund without this information. 3. All the dresses that be returned must be checked. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the money to get back to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge. Once receive the return dresses, we will check and deal with the refund in 3 to 5 business days. We reserve the right not to process the refund if they are returned in unacceptable condition. Refund would get back to your account in 2 business days, it also depends on the processing efficiency of your bank.
★Cancellation
Cancellation & Change Policy We know that it is very important for you to order a dress for your special occasion. However, please note that our dresses are made to order, we will process the order as soon as payment received. Once the tailoring process has begun, there will be Labor Costs and Material Costs. Unpaid order will not be processed. If you do not need it, please ignore it. If you cancel your order within 24 hours of payment, you will be eligible for a full refund. Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost. Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost. Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of the full shipping cost. Once your order has been shipped, it can no longer be cancelled. If you need to cancel your order, please email service@cicinia.com and tell us your order number and phone number. We will calculate the cancellation time according to the time of the email is received. You will get an order confirmation email after payment. Please reply the email in 24 hours if you need to change any information. If you need to change any information after we start the tailoring, there will be extra cost needed. For example, if you need to change color after we have prepared the material, which will be wasted. We need extra cost to prepare new material. So, if you need to change any information, please tell us clearly by replying the order confirmation email. We will make change without extra cost if you contact us in 24 hours after payment.

SHIPPING

★Where do you ship to?
We ship dresses worldwide. Please make sure you have filled a right address and phone number. Then we will ship the dress to you on time. Read more on our shipping policy.
★Change shipping address
You can change the shipping address before the order is shipped. The delivery address cannot be changed after the order is shipped. We cannot be responsible for the missing package due to the wrong shipping address of your order, so the shipping address must be exactly correct. If the order has been shipped, and you have to change the address, please email us. We will ask the carrier for assistance and there will be a cost.
★How can I track my package?
We will send a shipping confirmation e-mail to you after the dress has been shipped. So, you can track the package with the tracking number to get the updates.
★What can I do if there is a problem with my package?
When you find your package is in an abnormal status (Delivery delay, change shipping address, package lost, customs clearance or anything else), please contact with us ASPS. We have members to help you solve all problems.
★The shipping fee
The freight is automatically generated before you pay for an order. Our freight depends on the weight of your products and the distance of the shipment.

OTHER QUESTIONS&ANSWERS

★Do I need a bra with the dress?
All of our dresses are bra-inbuilt. You don’t need to wear an extra.
★How to clean the dress?
Pay attention please! Our dresses can only be dry-cleaned! Please don't wash them with the washing machine! If it has wrinkles, don't use an iron. If you have a household steam ironing machine, you can do it yourself. Or please send your dresses to a local dry cleaner. If the wrinkling is not too serious, you can hang it in the bathroom when you take a hot shower, and the steam is enough to remove tiny wrinkles.
★I still have other questions.
You don’t find the answer to your question? E-mail us now. We will answer you instantly.