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. We are committed to full pricing transparency. All fees (including shipping and applicable production fees) are clearly disclosed before checkout. No hidden charges apply. 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. This allows us to focus on craftsmanship and cost-effectiveness, bringing high-quality custom dresses to you at accessible prices.
2. Are there any customs duties, sales tax, or other fees after receiving the goods?
This is our tax policy:
Sales Tax:
We do not collect sales tax at this time. The price you see on the product page plus the $18.88 shipping fee is your total at checkout (excluding potential import duties). Please note that the $18.88 shipping fee is non-refundable for non-quality returns."
Import Charges: Since our made-to-order dresses are shipped internationally from China, orders may be subject to import duties, taxes, or customs clearance fees in accordance with applicable laws and local regulations.
Customer Responsibility: Any additional customs-related charges, if applicable, are the responsibility of the customer. Venlian does not control or determine these charges and cannot estimate the exact amount.
Policy Awareness: We recommend contacting your local customs office for more information prior to placing an order.
Refused Shipments: If a shipment is refused due to unpaid customs duties, any actual shipping or return costs incurred may be deducted from the refundable amount.
Refunds, if applicable, will be processed in accordance with our Return & Refund Policy.
3. Can I get coupons or special offers?
Yes! We run 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 promotional activities are clearly described with transparent terms and validity periods.
4. What payment methods do you accept?
We accept major Credit and Debit Cards (Visa, Mastercard, American Express, Discover) and PayPal. All transactions are processed through authorized, PCI-DSS compliant payment gateways to ensure the highest security for your financial information. We do not store your full card details on our servers. The payment icons displayed in our footer are consistent with the options available at checkout.
5. Where is Venlian located?
Our company and production facility are based in Suzhou, China. Our physical address is: Room 217, Building 5, No. 388, East Ring Road, Suzhou Industrial Park, Suzhou, Jiangsu 215006, China.
Our registered business and production facility are located in Suzhou, China.
The address provided above is our official return and correspondence address.
6. Why haven’t I received emails from Venlian?
Emails from Venlian (sender: service@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 service@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.
7. 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.
8. Is the actual product consistent with the pictures on the website?
Yes. Product images are photographed based on finished samples.
Details such as fabric texture and embellishments are shown in multiple angles for reference. 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.
9. 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.
10. When will I receive my order?
All our dresses are made-to-order, and the delivery timeline consists of two parts:
Processing Time: 7–15 business days.(depending on the complexity of the design and customization requirements.)
Shipping Time: Estimated 7–12 business days after dispatch. via our trusted international shipping partners (tracking information will be provided once shipped).
Estimated Total Delivery Time: Approximately 14–27 business days.
Actual timelines may vary depending on production volume and carrier operations.
Rush Orders: If you need your dress by a specific date, please contact us before placing your order. We will check our current production schedule to see if we can prioritize your request.
Note: We recommend ordering at least 4–6 weeks before your event to account for any shipping or customs delays. We will keep you updated on your order status throughout the process.
For more details, please refer to our Shipping Policy.
11. What is your return window?
We accept return requests within 14 days of delivery.
The return period is calculated based on the actual delivery date.
Please contact our support team at service@venlian.com to request a return.
12. Are all items eligible for return?
Yes. All items, including standard-size and custom-made dresses, are eligible for return, provided that:
The return request is submitted within 14 days of delivery
The return period is calculated based on the actual delivery date.
The item is unused, unwashed, and unaltered
The item is in its original condition with all original tags attached
The item is returned in its original packaging
13. Do you charge a restocking fee?
For standard size items, we do not charge a restocking fee, but the original $18.88 shipping fee is non-refundable. For custom orders, a 20% Material & Labor Loss Fee applies, and the shipping fee is non-refundable.
14. Can I return a custom-made dress?
Yes. Custom-made dresses are eligible for return within 14 days of delivery. Because these are handcrafted to your unique measurements and cannot be resold, non-quality returns incur a 20% Material & Labor Loss Fee to cover irreversible production costs. and the shipping fee is non-refundable. (Returns due to verified quality issues receive a Full Refund).
15. What items are not eligible for return?
Returns will not be accepted if:
The item has been washed, altered, or shows signs of use
The item is damaged after delivery
The item is returned missing original tags or original packaging
The return request is submitted after the 14-day return window
16. How do I request a return?
To initiate a return, please contact us at service@venlian.com within 14 days of delivery with the following information:
Order Number
Reason for Return
Clear Photos of the item in its original condition (including tags and packaging).
Our support team will review your request within 3 business days. Once approved, we will provide you with the return address (located in Suzhou, China) and detailed instructions.
Note: Please do not send items back without prior approval, as this may delay or prevent your refund processing.
17. What qualifies as a "Quality Issue"?
To ensure a fair and transparent process, we define manufacturing defects or quality issues as follows:
Manufacturing Defects: Including but not limited to broken zippers, significant fabric tears or holes, prominent permanent stains, or large-scale detachment of embellishments (such as sequins or beading).
Significant Size Deviation: If the finished garment measurements deviate from the custom measurements you provided by more than 1 inch (approx. 2.5cm).
Please note: Minor measurement variations may occur due to the handmade production process.
Mis-shipped Items: If we sent the incorrect color (e.g., White instead of Ivory) or an entirely incorrect style/model.
What is NOT considered a quality issue?
Minor Color Variations: Slight differences in shade due to monitor settings or professional studio lighting.
Standard Measurement Variations: Minor fit variations within 1 inch (approx. 2.5cm). Since each Venlian dress is individually hand-cut and sewn by our tailors, these subtle variations are a natural characteristic of bespoke, non-mass-produced garments.
Post-Delivery Damage: Any damage caused by improper handling, personal washing methods, or third-party alterations after the item has been received.
18. Who pays for return shipping?
Customer Responsibility: For returns due to personal reasons (e.g., change of mind, incorrect size selection, or style preference), the customer is responsible for the return shipping costs to our studio in China. We recommend using an insured, trackable shipping service.
Merchant Responsibility: If the return is caused by a manufacturing defect or an incorrect item sent by us, Venlian will cover all return shipping costs.
Tracking Requirement: We strongly recommend using a trackable shipping service (such as USPS, FedEx, DHL, or your local postal service) and providing us with the tracking number. This ensures your return is processed promptly upon arrival.
19. Where do I send the return?
Approved returns must be shipped back to our studio in : Room 217, Building 5, No. 388, East Ring Road, Suzhou Industrial Park, Suzhou, Jiangsu 215006, China
Detailed return instructions will be provided after your return request is approved.
20. When will I receive my refund?
Refund Amount: For non-quality returns, you will receive a refund of the product purchase price, minus any applicable fees (such as the 20% material loss fee for custom items). Please note that the original $18.88 shipping fee is non-refundable.
Inspection Period: Once your returned item is received at our studio, our team will inspect it within 3 business days to ensure it meets our return eligibility criteria.
Timeline: Following inspection approval, your refund will be issued to your original payment method within an additional 7 business days. In total, the entire process will be completed within 10 business days of receipt.
Refund Method: Refunds are automatically issued to your original payment method.
Note: Please note that bank or payment provider processing times may vary. If you haven't received your refund after 10 business days, we recommend contacting your bank or credit card company first.
21. Do you offer exchanges?
Yes. Exchanges are available for eligible returns, subject to stock availability and production capacity.
Replacement items will be produced and shipped after the original item is received and approved.
Production time for exchanges: 7–15 business days.
Shipping timelines vary by destination.
For customer-responsibility exchanges, the customer is responsible for any price differences and shipping costs.
Please refer to our return policy and exchange policy for details.
22. Can I modify or cancel my order after placing it?
Since all our dresses are Made-to-Order, cancellations or modifications depend on the current production stage:
Within 24 Business Hours: You may request modifications (size, color, etc.) or a Full Refund (including the $18.88 shipping fee) cancellation within 24 business hours of payment.
Between 24 and 120 Business Hours: A 10% deduction for initial material preparation will apply. The $18.88 shipping fee will be fully refunded as the item has not shipped.
After 120 Business Hours: 20% Material & Labor Loss Fee (consistent with our custom return policy) as the fabric has been cut. The $18.88 shipping fee will be fully refunded as the item is still in our studio.
After Shipment: Orders cannot be modified or canceled after shipment, but may be returned in accordance with our return policy upon delivery. In this case, the $18.88 shipping fee is non-refundable, and the customer is responsible for return shipping.
Note: Please contact our support team at service@venlian.com immediately for any changes. Business hours are Mon–Fri, 9:00 AM – 6:00 PM (GMT+8).
23. What if my custom-size dress doesn’t fit?
Precision Craftsmanship: Custom-sized dresses are handcrafted according to the specific measurements you provide.
14-Day Return Policy: If you are not satisfied, custom-made dresses are eligible for return (subject to the 20% loss fee for non-quality issues).and the original $18.88 shipping fee is non-refundable.
Local Alteration Reimbursement: For minor fit adjustments, We may offer a partial reimbursement for minor local alterations (up to $50 or 10% of the dress price). Simply provide a valid receipt from your local tailor to service@venlian.com
Need Further Help?
If you have other questions not covered here, please contact our customer service team:
Email: service@venlian.com
Phone: +86-172-0194-2369 (Monday–Friday, 9:00 AM–6:00 PM GMT+8)
Address: Room 217, Building 5, No. 388, East Ring Road, Suzhou Industrial Park, Suzhou, Jiangsu 215006, China
We will respond to your inquiry within 24 working hours and provide professional assistance.
