FAQ'S

What payment methods do you currently accept?

We currently accept payment via Paypal, Credit/Debit Card, and direct Bank Transfer.

 

How can I check my order status?

If you want to track the status of your order, current location of your order or when you will receive your order, please log in located up the top of any of our sites pages

 

Are there any additional fees involved in shipping?

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

 

Where can you ship?

With our partnered couriers we have the freedom to ship worldwide with the exception of North Korea, Syria, Iran and Cuba. There may be particular locations that we might require additional information to ship to, however, if such a rare event were to occur, we will contact you immediately to avoid unnecessary delays

 

What kind of warranty or guarantee do you offer on your products?

Products do not leave our facilities until they’ve passed our rigorous quality control assessments. Our team of quality control experts scrutinizes all aspects of your garment before it is passed and approved for dispatch.

 

What is your Return Policy?

Customers need to contact Customer Service to initiate the return process within 7 days upon receiving their items. You can read out returns policy for more information.

 

How much does shipping cost?

We have three main shipping methods, priority shipping, expedited shipping and standard shipping. Shipping fees will varies from country to country and also on weight. Contact one of our staff or you can check the cost of the shipping fee before completing any checkouts.

 

How long before my package arrives?

Currently it takes 8-13 days (depending on dress complexity) to make wedding dresses and 7-11 days to make other dresses from the date of order. You can see the specific tailoring period on the product page. Shipping time also differs based on chosen shipping methods. Expedited shipping takes 3-6 days. Standard Shipping takes 5-8 days.

 

What makes Joswen different from other online bridal stores?

Joswen believes that this day is a once in a lifetime event. We go to the source. Our gowns are the same high quality as what famous designers sell in traditional salons. The difference between “Designer” labels and our labels is only the price. You get the exquisite design and quality you’ve dreamed for and it’s affordable.

 

You may also have these questions:

 

Q: I was wondering if anyone you could tell me whether or not I could get a non-maternity dress to fit with being pregnant?

A: We do offer maternity dresses for our ladies who are expecting. If you’ve found a dress you already like and it isn’t in the maternity section, don’t worry, we can make it fit. All you need to do tick custom size and choose your current measurements, this costs a little extra at but it’s a small price to pay. Secondly, how far along are you? What is your current belly size? You can tell us in the in the Special Instructions column when you check out. To help you get accurate measurements, please kindly refer to our measuring guide.

For any other questions, please feel free to contact us.

 

Q: Is your size chart based on UK or USA standard? How is better to order right size?

A: Online sizes for dresses are a little different. Standard doesn’t refer to any particular country, rather a body size. You can check our size chart to ensure you pick the right size. It provides the size translation for your country and also body measurements just to triple check. It’s extremely user friendly to read and will minimize any sizing errors.

 

Q: Could we possibly get color swatches from you to see how the colors would work for this dress? Thank you!

A:  Sure! Sometimes computer screens don’t show the true colour. Contact our customer service and we can arrange a colour swatch to be shipped to you.

 

Q: What if I would like the dress shorter?

A: No Problem. We will need to make sure this dress can be altered without affecting any other aspects of it. If it is as simple as just shortening the dress, please contact our customer service prior to placing your order.

 

Q: What if I would like to add straps to the dresses? Do I need to pay extra money?

A: Depending on the dress and how it is designed. Minor modifications are possible. Just ask us, if it can be done, we will do it for you. There will be a small cost involved but it is all case-by-case.

 

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

A: If the modification isn’t major and you are able to provide measurements and instructions, we can certainly explore the idea. If you have found a dress you want, but it isn’t featured on our site, contact one of our customer service and we can try make the dress you want if you have enough images for us to reference from.

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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 have sent the wrong size, you can return it. If it is what you’ve ordered, or just don’t like it unfortunately we can’t just put it back on the shelf as all of our dresses are made to order.

We can help you out in this instance, please contact customer service as this rarely happens and we solve these cases as they arise.

 

Q: Hi do you have a shop front I can walk into? I’m a little nervous to purchase online.

A:  We are an online retailer. It is understandable that you feel nervous with the horror stories you read about buying online. Joswen is in the business of making dreams come true, not shattering them. We will work with you to ensure this dress fits you like anything you’d try on in a shop, only better. Unlike your standard shops you can go to at your local mall, who offer only base sizes, we offer you ANY size you can dream of, a feat simply impossible for a shop front store to offer.

 

Q:   Can I place my order over the phone?

A:  To avoid errors with measurements, address, and any specific details, all orders are processed via our website. If you’d like to schedule a call to speak with one of representatives regarding your order over the phone, please contact us and we’ll get in contact with you at your earliest convenience.

 

Q: Can I change the size and color for my dresses after payment?

A:  You can. Please contact us within 24hours to make last minute changes. After 24hours have passed, we can no longer make changes as the tailors have already begun and crucial cutting has already commenced

 

Q: Hi, can I order multiple items?

A: Sure can! Once you’ve confirmed your first items details, and added it to your cart, select “continue shopping”. You can repeat this step as many times as necessary

 

Q: I am wondering what "hollow to floor" means, I am hoping to put in the custom order.

A: The Hollow to Floor is the length from your hollow (center of the collarbone, that little dip just under your throat) to the floor. When you measure it, please take the tape from your front, with bare feet. You should stand straight and keep your feet together.

 

Q: Hi, I am getting married 1 month, and I need to get this dress ASAP. Will it be here in time?

A. Sure will! The sooner you place the order the faster we can get it to you. Most dresses arrive within 2 weeks.