FAQ

Thank you for your interest in Venlian’s personalized bespoke dresses. Below are detailed answers to common questions to help you enjoy a smooth shopping experience. If you have additional inquiries, feel free to contact our customer service team.

1. Do you have a physical store in any country?
No, we operate exclusively as an online brand. All orders are placed through our official website, and we deliver directly to customers worldwide. This allows us to focus on craftsmanship and cost-effectiveness, bringing high-quality custom dresses to you at accessible prices.

2. Can I get coupons or special offers?
Yes! New users who register an account on our official website will be eligible for exclusive welcome offers (e.g., discount vouchers for your first order). We also launch seasonal promotions, holiday offers, and limited-time deals from time to time. To stay updated, subscribe to our email newsletter—we’ll send the latest offers and style updates directly to your inbox. Please note: All promotions are genuine, with no false "last-minute" countdowns or unrealistic discount claims.

3. What payment methods do you accept?
We support secure and reliable payment methods PayPal. the payment transactions are processed through authorized third-party payment gateways to ensure the security of your financial information. We do not store complete payment details, and all payment processes comply with global security standards. The payment options displayed on our website are fully functional, and their icons/descriptions are consistent across the site.

4. Where is Venlian located?
Our company and production facility are based in Suzhou, China. Our physical address is: Room 205, No. 388, East Ring Road, Suzhou Industrial Park, Suzhou, Jiangsu 215000, China. This address is authentic, verifiable on mapping services, and consistent with the information provided in our business registration documents.

5. Why haven’t I received emails from Venlian?
Emails from Venlian (sender: support@venlian.com) may be filtered into your "Spam" or "Junk Mail" folder by your email provider. Please check these folders first. Additionally:
Ensure you registered with a correct and valid email address.
Add support@venlian.com to your email contacts to avoid future filtering.
If you still haven’t received our emails, please contact our customer service directly via the above email or phone to resolve the issue.

6. How do I choose the right size?
To ensure the perfect fit, please refer to the detailed size chart on each product page—this chart provides specific measurements (bust, waist, hips, length, etc.) for reference. If your measurements do not match standard sizes, we offer free custom sizing service: simply provide your accurate body measurements when placing the order, and our tailors will craft the dress to your unique dimensions. For sizing guidance, feel free to contact our customer service for one-on-one assistance.

7. Is the actual product consistent with the pictures on the website?
Yes. All product images on our website are taken of real, finished dresses (not renderings or stock photos). We ensure that the fabric, color, design details, and craftsmanship of the delivered product are consistent with the images. To avoid misunderstandings, we provide multiple angles of product photos and detailed fabric descriptions—if you need additional close-up shots or material samples (where applicable), please contact our customer service.

8. What is the quality of your products?
We prioritize quality and durability in every custom dress. Our team works with skilled tailors and trusted fabric suppliers to select high-quality materials (e.g., breathable fabrics, sturdy stitching, fade-resistant dyes). Each dress undergoes strict quality inspections before shipment to ensure it meets our standards for fit, craftsmanship, and finish. Our products are positioned as cost-effective, high-value bespoke options—offering reliable quality that aligns with their price point, suitable for customers seeking elegant, well-made dresses for special occasions.

9. When will I receive my order?
All our dresses are made-to-order, and the delivery timeline consists of two parts:
Processing Time: Typically 7–15 working days (varies by dress style and craftsmanship complexity; simpler designs may take less time, while intricate styles like wedding gowns may require additional days).
Shipping Time: 7–12 working days via our trusted international shipping partners (tracking information will be provided once shipped).
Rush Order Service: If you need the dress urgently, please contact our customer service before placing the order to confirm if a rush processing option is available (additional fees may apply, depending on the timeline).
We recommend placing your order at least 4–6 weeks before your intended use date to account for any unexpected delays (e.g., customs clearance, seasonal logistics pressures). Our customer service will keep you updated on your order status throughout the process.
For specific shipping costs and timeliness, please refer to the shipping policy

10. How can I modify my order after placement?
To request order modifications (e.g., size adjustments, design changes, shipping address updates), please contact our customer service team as soon as possible via email (support@venlian.com) or phone. Modifications are only possible if production has not yet started—Due to the customization process, modifications are not possible once the product enters the production stage.

11. What is your return and refund policy?
Our return policy is designed to balance fairness and the nature of custom-made products (which are tailored exclusively for you). Please review the following carefully:
Eligible for Return/Refund
The dress has quality defects (e.g., unstitched seams, fabric damage, incorrect sizing due to our production errors) or does not match the confirmed custom requirements (e.g., wrong fabric, incorrect design details). You must submit a return request within 14 calendar days of receiving the product, along with clear evidence (photos/videos of the issue and order confirmation records).

Not Eligible for Return/Refund
Custom dresses made according to your provided measurements or design preferences (non-quality-related reasons, e.g., change of mind, dissatisfaction with style).
Products that have been worn, washed, altered, or damaged by improper use, or returned without original tags/packaging.
"Try-on" returns (e.g., purchasing multiple dresses to try on and returning the unused ones).

Return Process
Submit a return request via email (support@venlian.com) within 14 days of delivery, including your order number, reason for return, and supporting photos/videos.
After our customer service approves your request, you will receive a return confirmation with the designated return address.
Ship the item back to us within 15 working days (use a traceable logistics service and keep the tracking number). The returned item must be in brand-new, unused condition with original tags and packaging, and free of perfume or stains.
Once we receive and inspect the returned item (within 3 working days), we will process your refund or exchange (if applicable).

Shipping Costs
If the return is due to our production error or quality defect:
We will cover the return shipping cost
No handling or restocking fees will be charged
Other fees are subject to our return policy.

Order cancellation:
Due to the customization process, modifications are not possible once the product enters the production stage.

Need Further Help?
If you have other questions not covered here, please contact our customer service team:
Email: support@venlian.com
Phone: +86 136 5622 7692 (Monday–Friday, 9:00 AM–6:00 PM UTC+8)
We will respond to your inquiry within 24 working hours and provide professional assistance.