CUSTOMERS SAVE 10% WITH CODE "OFF10"
Log in

Cart

Your cart is currently empty.

Continue shopping
Total
$0.00 USD

Contact Us

  • Q: How do I check the order status and track my order?
    A: You can log in to your LLELLA account, go to "My Orders" to view real-time status. Once shipped, we'll send a tracking number via email to monitor delivery.
  • Q: Can I amend my order?
    A: We accept order amendments (size, color, shipping address) within 24 hours of placing the order. Contact our support team immediately for changes.
  • Q: Can I cancel my order?
    A: Full cancellation is available within 24 hours of order placement. After production starts, partial cancellation fees may apply.
  • Q: Can I cancel my order after it has been shipped?
    A: Once shipped, orders cannot be cancelled. You may return the item per our Return & Refund policy after delivery.
  • Q: Why didn’t I receive my confirmation email from LLELLA?
    A: Check your spam/junk folder first. If not found, contact us at support@llella.com to resend the confirmation.
  • Q: Can I add or remove items from my order?
    A: Item changes are allowed within 24 hours of order placement. Reach out to our support team to adjust your order.
  • Q: I’m a bride and need to find dresses for my bridesmaids, is there something I should know before ordering?
    A: We recommend ordering all bridesmaid dresses at the same time to ensure fabric consistency. Contact us for bulk order discounts and custom fitting support.
  • Q: Where can I get the discount code?
    A: Subscribe to our newsletter, follow our social media, or check our seasonal sales for exclusive discount codes.
  • Q: Where can I use the coupon?
    A: Enter your coupon code at checkout in the "Discount Code" field to apply the discount to your order.
  • Q: Can I use multiple coupons in one order?
    A: Only one coupon code can be applied per order. We offer bulk order discounts for large purchases instead.
  • Q: Is it safe to make the payment here?
    A: All payments are processed through secure, PCI-compliant gateways. Your payment information is fully encrypted and protected.
  • Q: What kind of cards can be used to pay?
    A: We accept Visa, Mastercard, American Express, Discover, and PayPal for all orders.
  • Q: Can I have more discount on multiple or bulk orders?
    A: Yes! Contact our support team for exclusive bulk order discounts for weddings, bridal parties, and large events.
  • Q: I want to pay but why the payment is declined?
    A: Common reasons include expired card, insufficient funds, or bank security blocks. Contact your bank or try an alternative payment method.
  • Q: I accidentally placed the same order multiple times, what should I do?
    A: Contact us immediately at support@llella.com, and we will cancel duplicate orders and process a full refund.
  • Q: How long will it usually take to receive my order?
    A: Standard production takes 10-15 business days, plus 5-10 business days for international shipping. Rush orders are available upon request.
  • Q: What shipping methods can I choose?
    A: We offer standard shipping, expedited shipping, and express shipping for urgent orders, with tracking for all methods.
  • Q: The order is for a very urgent event I need to attend. What should I do?
    A: Contact our support team immediately for rush production and expedited shipping options to meet your deadline.
  • Q: Can you deliver to a PO Box?
    A: We do not deliver to PO Boxes. Please provide a physical street address for delivery.
  • Q: What if my country isn't listed on the checkout page?
    A: Contact us at support@llella.com, and we will arrange custom shipping to your location.
  • Q: My package was returned to the sender. What should I do?
    A: Contact us immediately, and we will reship the package at a discounted rate or process a refund per your request.
  • Q: Why does my order show as delivered, but I haven't received it?
    A: Check with your local post office, neighbors, or building management first. If still missing, contact us to file a delivery claim.
  • Q: If my order is delayed, what should I do?
    A: Contact our support team with your order number, and we will track your package and provide updates immediately.
  • Q: During shipping, can I change my delivery address to a different one?
    A: Address changes are only allowed before the order ships. Contact us immediately to update your address.
  • Q: Will I be charged a customs fee?
    A: Customs fees are determined by your local customs authority and are the buyer's responsibility. We are not liable for additional import charges.
  • Q: What kind of courier company will you use for my order?
    A: We use trusted international couriers including DHL, FedEx, and UPS for all orders, with full tracking.
  • Q: I used the wrong address for my order, what should I do?
    A: Contact us within 24 hours of placing the order to update your shipping address. After shipping, address changes are not possible.
  • Q: Can I return the dress when I receive it?
    A: We accept returns for unworn, unaltered, standard-size dresses within 14 days of delivery. Custom-size dresses are final sale.
  • Q: How can I return the dress?
    A: Contact us at support@llella.com to request a return authorization. Ship the item back to our designated address with tracking.
  • Q: I returned the dress, when can I expect to receive the refund?
    A: Refunds are processed within 5-7 business days after we receive and inspect the returned item.
  • Q: Where should I return my dress?
    A: We will provide a return shipping address once you request a return authorization from our support team.
  • Q: Can I return the dress and have an exchange/alteration?
    A: Exchanges are available for unworn, standard-size dresses. Alterations are offered as a paid service for eligible items.
  • Q: Can I return a custom size dress?
    A: Custom-size and made-to-order dresses are final sale and cannot be returned or exchanged.
  • Q: Does every dress have a built-in bra?
    A: Most of our wedding and formal dresses come with built-in bra cups for support. Specific details are listed on each product page.
  • Q: Can I customize the top and bottom parts of the dress with different fabrics/colors?
    A: Yes! We offer full custom design services. Contact our support team to discuss your custom fabric and color requests.
  • Q: Can I request a dress that is not from LLELLA's current collection?
    A: We accept custom dress requests based on your inspiration photos. Reach out to us to start your custom design process.
  • Q: How can I make sure the fabric and color will work perfectly for me?
    A: We offer fabric swatch samples for purchase. Order swatches to verify color and texture before placing your full order.
  • Q: How do I remove wrinkles from my dress?
    A: Steam the dress gently from the inside, or hang it in a steamy bathroom. Do not iron directly on delicate fabrics like satin or lace.
  • Q: How do I clean the dress?
    A: All our dresses require professional dry cleaning only. Do not wash at home to avoid damaging delicate fabrics and embellishments.
  • Q: Can I add extra embellishments (beads, lace, sequins) to my dress?
    A: Yes! We offer custom embellishment services. Contact us to discuss adding details to your dress.
  • Q: What if the dress arrives with a defect or damage?
    A: Contact us immediately with photos of the damage, and we will arrange a free repair, replacement, or full refund.
  • Q: How can I ensure I pick the correct size that will fit me?
    A: Follow our detailed size guide and measurement instructions. If between sizes, we recommend sizing up for comfort and alterations.
  • Q: Can I receive my dress without tailoring?
    A: Our standard-size dresses are designed to fit most body types, but professional tailoring is recommended for a perfect, custom fit.
  • Q: Are the dresses true to size?
    A: Our sizes run slightly small depending on fabric stretch. Always refer to our size chart and measure yourself before ordering.
  • Q: Why are there different size charts on the website?
    A: Different dress styles and fabrics have unique sizing. Each product page has a specific size chart for that style.
  • Q: Can I order a custom size dress?
    A: Yes! We offer custom size tailoring for all our dresses. Provide your exact measurements for a made-to-order fit.
  • Q: How do I measure myself correctly for a dress?
    A: Follow our step-by-step measurement guide on the size chart page, or contact us for measurement assistance.
  • Q: How do I reset my password?
    A: Go to the login page, click "Forgot Password", and enter your email to receive a password reset link.
  • Q: Do I have to be a member to buy here?
    A: No, you can check out as a guest. Creating an account allows you to track orders, save addresses, and access exclusive discounts.
  • Q: How do I change the account email address?
    A: Log in to your account, go to "Account Settings", and update your email address. Verify the new email to complete the change.
  • Q: I want to delete my account. What should I do?
    A: Contact us at support@llella.com to request account deletion. We will process your request within 7 business days.
  • Q: Why can't I see my order in my account?
    A: If you checked out as a guest, the order will not be linked to your account. Contact us with your order number to link it to your profile.
  • Q: When should I order my wedding dress?
    A: We recommend ordering your wedding dress 4-6 months before your wedding to allow for production, shipping, and tailoring time.
  • Q: How can I change the website to the language/currency used in my area?
    A: Use the language and currency selector at the top of the page to switch to your preferred language and local currency.
  • Q: Do you offer sample sales or try-on services?
    A: We offer sample sales seasonally. Contact us for information on upcoming sample events and try-on options.
  • Q: How do I care for my dress after the wedding?
    A: Have your dress professionally cleaned and preserved by a wedding dress preservation specialist to keep it in perfect condition.
  • Q: Can I request a fabric swatch before ordering?
    A: Yes! We sell fabric swatch sets to help you verify color, texture, and quality before placing your order.

STILL CAN'T SOLVE THE PROBLEM?

Don't worry, we have two ways to provide further assistance to you.

💬

CHAT WITH US

Our 24/7 online service can quickly answer your pre-sales and after-sales questions.

WhatsApp: +86 187 6298 8022

✉️

EMAIL US

You can send an e-mail to us, we will get back to you within 24 hours.

Email: support@llella.com