FAQ

Most orders ship within 2-3 business days of ordering pending availability and credit verification. Once your order has shipped you can expect it to take between 15 days up to 4 weeks days to arrive to you. Please allow an additional 2-3 processing days during sale periods. If you need your item(s) sooner you can choose an express shipping method for an additional cost at checkout. Any additional shipping costs are nonrefundable.

We do not process or ship orders on the weekend or holidays. Mademoiselle is not responsible for delays due to local disruptions.

Can I receive my order faster?

Some dresses are available for faster processing. You can receive your order within two weeks (rather than our standard three weeks processing for custom made dresses) for an extra $100 charge to accommodate the extra costs required to produce our made-to-order pieces, including but not limited to logistics, overtime, and more. Please contact us directly at customer.service@mademoiselledesigns.com before placing an order to confirm. 

Which ship carrier do you use?

UPS, DHL, USPS, Fedex, and others, depending on the shipping fee method you may choose at checkout.

Do prices include import taxes?

Customs duties may be charged depending on the item you buy and the country which you reside in. Mademoiselle is not responsible for the payment of this duty. The carrier will contact you when your order is in customs and will collect taxes. In certain cases you must pay the necessary fees for your order to be released from customs. 

What if I need to change or cancel my order?

Orders can be cancelled within 24hrs of being made. Orders may not be modified/cancelled once the parcel has been processed. 

What if I have a question about my order?

For any inquiries about your order please email us at customer.service@mademoiselledesigns.com.

What is your return policy?

We kindly offer returns on ''standard size'' non-made-to-measure gowns. All made-to-measure, custom pieces can only be exchanged. 

For all returns and exchanges, we have a seven-day policy. If you wish to return or exchange an item, please contact us as soon as possible, within seven days after your shipment arrives. 

A restocking fee of $100 will be applied to each product that is returned. All returns and exchanges require approval. Please contact us at customer.service@mademoiselledesigns.com and we will get back to you as soon as possible. All exchanges are free and not subject to our restocking fee. Any shipping costs related to the returned products are non-refundable. 

Does is take longer if I order made-to-measure? 

Each gown is made-to-order. Once you place an order, we will begin creating it. Orders are usually being shipped within three weeks after your purchase. 

Can I cancel an order?

Due to the handmade nature of the gowns, cancellations are subject to $100 restocking fee on made-to-order dresses.

What if I receive a damaged item?

We hope this doesn’t happen to you, but if it does, contact us right away at customer.service@mademoiselledesigns.com and we will get it taken care of for you! 

What if my package is lost?

If your package gets lost in transit, please send us an email right away at customer.service@masemoiselle.com  or give us a call at +1 (562) 399-6852. We will file a claim and do what we can to take care of it as quickly as possible.

*Please note: If a package has been delivered to the correct shipping address that was provided at checkout, or was signed for we cannot be held responsible for those lost or stolen packages.

Is the payment secured?

Whether Paypal, or directly with your credit card Visa or Mastercard, payment on our site is 100% secure. All information exchanged to process the payment is encrypted using SSL. This data can not be detected, intercepted or used by third parties. They are also not stored on our computer systems.

What currency does your site use?

We will process your payment in your local currency. There are however some limitations and special cases in which we will have to charge your card in US dollars. In those cases, the conversion is handled by your financial institution.