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FAQ

Orders

 

To place the order:

  1. Add the item and quantity to your cart.
  2. Click the shopping cart icon in the top right corner.
  3. Make sure to review the order before clicking: Continue Checkout.
  4. Sign in, Register, or Checkout as a guest.
  5. Confirm your shipping details and payment method. Then click: Continue Checkout.

 

Log in to our website with your email to track your order status in: MY ACCOUNT>ORDERS.

 

We begin processing your order right away. It usually takes 3-4 weeks for tailoring and 1-10 business days for delivery.

 

Not at the moment, but stay tuned for details about our new promotional plan coming soon! You can also subscribe to our email list for the latest sales and promotions.

 

We are sincerely sorry to hear that. We will issue a full refund including the shipping fees for any damaged, defective, or improperly shipped items. If your item arrives damaged or defective, please email our Customer Service Team directly at customerservice@afarose.com for assistance with processing your return. View our full return policy details.

 

Please contact us immediately. If your order is still in the processing status, you may be able to change the design. However, once your order is officially in production, change requests will not be accepted.

 

Thank you for your interest in Afarose’s products. At this time, we are only able to accept orders from customers residing within the United States. We apologize for any inconvenience.

COLOR | SIZE | MATERIAL

 

We offer over 50 color choices so you can find the best shade for your wedding. And we are adding new trending colors every season.

 

Sometimes the colors that appear on screen may have slight variations than the color you see in person. We highly recommend ordering a color swatch first to ensure the color on screen matches your desired color.

 

Swatches are sold for $2 each, and usually arrive within 2-10 business days depending on your location.

Size

 

Please refer to our Size Chart to select the correct size. We highly recommend ordering a sample dress to try on at home before you make a purchase.

PAYMENT

 

Enjoy a safe and easy shopping experience on our site. We accept all major credit cards.

CREDIT/DEBIT CARD:


PAYPAL:

 

· If your payment is declined, your order will not be processed.

Try these trouble-shooting tips if your payment is declined:

  1. Ensure all your payment information was entered correctly including the credit card number, expiration date, CVV, billing address, and zip code.

  2. Try refreshing the page, or log out and then log back in again.

  3. Start a new order by clearing the cart first and then add the item back again.

  4. Try using a different payment method or type.

  5. Check your available credit line.

  6. You may need to contact your bank. Occasionally, credit card companies will place a hold transactions to prevent fraud.

 

TRY-AT-HOME

 

Please email us immediately. We will try our best to assist you. Otherwise, we must charge you for twice the retail cost of the dress plus additional shipping fees. Failure to comply with our terms and policies means you will be prohibited from utilizing our services in the future.

 

We charge a fee for the sample dresses to help cover the two-way shipping expense.

 

Sample dresses are currently only shipped within the United States.

 

Your sample dress will typically ship out within 24 hours, and you should receive them within 10 business days. Once they are shipped, you will receive the tracking information and notification of the anticipated arrival date.

 

If the size you desire isn’t available, we recommend ordering a size or two bigger. If your desired color isn’t available, we recommend ordering the color swatches you want and we will send them along with your sample dresses.

 

Day 1 of your “Try-At-Home” trial period begins on the day you receive them. This trial period ends 7 calendar days later. You will need to return the sample dresses within by the end of your trial period (7 calendar days from the day you received the sample).

MY ACCOUNT

 

Please email your request to customerservice@afarose.com, or you can choose to chat with us by clicking the messenger icon located in the bottom right corner. Our representatives will reply within 24 hours.

 

Please click here to request a new password.

If you need assistance in resetting your password, please contact us by emailing your request to customerservice@afarose.com, or you can choose to chat with us by clicking the messenger icon located in the bottom right corner.

 

If you want to change your current password, follow these steps:

1. Sign in to your account.

2. Click on “My Account”.

3. Click “Change my password” to change your password.

SHIPPING

 

Currently, we are able to ship our products throughout the United States, as well as to the following US territories:

  1. American Samoa

  2. Federated States of Micronesia

  3. Guam

  4. Marshall Islands

  5. Northern Mariana Islands

  6. Puerto Rico

  7. Virgin Islands

Packages are shipped from our warehouse in Southern California.

Unfortunately, we are unable to ship to PO Boxes at this time.

 

Most orders including Try-At-Home, Bridal Gowns, Bridesmaid Dresses, and Mother of the Dress orders come with a tracking number. Swatch orders with three or more swatches come with a tracking number. To track your package, go to your Account>Order>Detail, and you will see the shipping details located there.

 

Once your order leaves our warehouse, we are UNABLE to make any change to the package including changing the shipping address or shipping method.

 

Shipping fees vary depending on the amount of your order. Shipping fee estimates are available on the checkout page.

 

Once your order is placed, we are committed to ensuring the order ships out on time.

Once your order is shipped, you can check the delivery date via the tracking number in your order confirmation. If you believe there's an error with the shipping, please let us know within 7 days of the delivery date for assistance.

If your order is returned to us by the carrier, we will contact you when it arrives at our warehouse. Please note: you will be responsible for any additional shipping and handling fees to have it sent back to you.

RETURNS & EXCHANGES

 

  1. All returns and exchanges must be in their original condition—unworn, unwashed, unaltered, undamaged, clean, and free of lint or hair. Merchandise must be in its original packaging with all tags attached. Once any tag has been removed, an item cannot be returned.
  2. The following items are not eligible for returns:
    • - Custom Size Dresses
    • - Swatches
    • - Measuring tapes
    • - Items marked FINAL SALE
  3. Afarose will issue a full refund including shipping for any damaged, defective, or improperly shipped items. If your item arrives damaged or defective, please email our Customer Service Team directly at customerservice@afarose.com for assistance processing your return.
  4. For more details, please view our full return policy here.

 

We do not offer an exchange service for any products as many of our items are custom made-to-order, so we don't keep these items in stock. If an item doesn't work and another one is needed, a return will need to be processed for all unwanted items (if eligible) and a new order must be placed for new items. All new orders are subject to the current turnaround times. Prior promotional pricing or discounts used when the original order was placed will not be honored for a new order.

 

  1. Log into your Afarose.com account within 7 days of delivery and go to “My Orders.”
  2. Select the order you’d like to return and click the “Return” button under “Return.”
  3. Fill out the return form and an email will be sent to you within 24 hours, including a PDF file containing the Return Merchandise Authorization (RMA) form and the prepaid return label.
  4. Pack the RMA form along with the items you wish to return into the original box and place the return label on top.
  5. Drop the package off with the designated shipping carrier noted on the return label before the label expires.
  6. It can take some time for a return package to arrive and will take a few additional days to process the package into the warehouse. Once completed, any applicable refunds will be processed on our end within 5-7 business days. You'll receive a confirmation email for your records once your refund is complete. It may take some additional time for the financial institution to place the funds back into your account.
  7. Orders returned in oversized boxes may require additional shipping costs deducted from the refund amount.

ABOUT AFAROSE

 

No, we do not have a physical storefront. We operate as an online retail business, which allows us to offer you the lowest price with the best customer service and quality.