Customer Service

ORDERING

Once you have placed your order, you will receive an automatic e-mail confirmation acknowledging your order placement. Your credit card will not be charged until your order has been shipped. Important Note: All orders are subject to credit card authorization. When your credit card is authorized, your funds will be put on hold until the order is shipped. Once the order is shipped the payment is processed. Once your order is shipped you will receive notification via email with the UPS tracking number and the expected date of delivery. 

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HOW LONG WILL IT TAKE FOR YOUR ORDER TO SHIP OUT

All merchandise is subject to stock availability. Shipping times may vary depending on the time of year. For this reason, it is imperative that you provide us with your exact wear date for us to better assist you. Merchandise will ship according to the Availability on the product page. (i.e. Usually ships in: 5-7 business days, etc.) Shipping time still applies regardless to the method of shipping. If you place an order for next day air, 2nd day air etc. the method will apply AFTER the order ships out. Please call our help line directly if your order is time sensitive so we can see if having your order shipped out the same day is possible. As availability often changes during the course of a day, especially during prom season, we suggest placing your order as soon as you have selected a dress. Orders must be placed before 11am EST in order to be processed the same business day. All orders placed after 11am EST will be processed the next business day. You may contact one of our Customer Service Representatives Monday through Friday from 10AM to 6PM for further information at 212-239-6505 or email help@edressme.com.

When ordering more than one item, you may receive your items individually. We ship items according to their availability. Therefore, if you order an item that ships the same business day and an item that ships within 3-5 business days, we will ship you these items individually. Please note that your credit card will be charged as we ship your items. You will not be charged for items that are not available.

We pride ourselves on keeping sufficient stock of our merchandise; however, sell outs do occur. If you order an item that is out of stock or delayed, we will notify you of the situation via e-mail. 

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PRE ORDERS

If you see Pre-Order: Will Start To Ship: xx/xx/201x you are viewing a Pre-Order item. Pre-Orders are orders placed on merchandise that is not available for immediate delivery. By placing a pre-order, you will be assured delivery as the item becomes available. If you order a Pre-Order item, your credit card will only be charged once the order has been shipped. Please see Will Start To Ship: information on the product page to determine the date the item will begin to ship. All pre-order dates are subject to change. We will update you via email with any change in the ship date. If a pre-order date falls on a Saturday or Sunday, the merchandise will be shipped the next business day.

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SPECIAL ORDERS

If you see: Special Order. Will Ship: x to x weeks from order date you are viewing a Special Order item. Special Orders are orders placed on merchandise on a per-customer basis. These orders are placed with the designer only once the customer has placed the order with us. If you order a Special Order item, your credit card will be charged once the order has been placed and will be shipped once the item has been received at our warehouse. Should you need to cancel your Special Order item, it must be done within 24 hours of the time the order is placed. Due to the special nature of these orders, Special Order items cannot be returned or exchanged under any circumstances. Please see the Will Ship: information on the product page to determine the date your order will be shipped to you.

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ORDER CANCELLATION

You may cancel your order as long as your order is in process and is not a special order item. Pre-order items can be cancelled within 5 days from the time you confirm the pre order date, after the 5 days your order cannot be cancelled.  If your order has been shipped, you cannot cancel your order. To cancel your order, please email help@edressme.com and a representative will get back to you promptly to confirm cancellation of your order.

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SALES TAX

Sales Tax is only charged on orders billed to residents of New York State.

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CREDIT CARDS

We accept the following credit cards: American Express, Visa, MasterCard and Discover Card.

Important Note:

All orders are subject to credit card authorization. When your credit card is authorized, your funds will be put on hold until the order is shipped. Once the order is shipped the payment is processed. Your billing information must be exactly as it appears on your credit card statement. If any of the information differs, the order will not be processed.

If your Shipping Address is different than your Billing Address, we are required to verify this information with your credit card company. As a result, your order may be subject to delay. Please allow 48 to 72 hours for the verification process. To help us expedite this process, we ask that you register your alternative shipping address with your credit card company. Be sure to mention this alternative address is for shipping purposes only.

DEBIT CARDS

Debit Cards You may pay using a Debit Card. Once you place your order, your funds will be put on hold until the hold is taken off or the payment is processed (which ever is sooner). Once the order is shipped the payment will be processed and the funds will be deducted from your account. Please Note: While your funds are being held, you will not have access to these funds until the hold is taken off. Holds usually last 3 - 5 business days; however, this may vary from bank to bank.

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PRICE ADJUSTMENTS

Prices are subject to change. We offer a one-time price adjustment for items purchased within 14 days of the price discrepancy. FINAL-SALE ITEMS are EXCLUDED from price adjustment and are NON-RETURNABLE. To receive your price adjustment, you must contact one of our Customer Service Representatives by email (help@edressme.com) 

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PRICE MATCHING

Price Matching Did you see something on eDressMe that you saw for a lower price somewhere else? If you find the same item for a lower price at another online retailer and can prove the item's lower price, we will match the price. This applies to authentic merchandise found at authorized dealers only. This applies before you place your order only. To receive your price match, you must contact one of our Customer Service Representatives by email (help@edressme.com) Please Note: The exact style, size, and color of the item you wish to price match must be available to order for the price match to be granted.

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• Full Price Items are ONLY accepted within 14 days of the original invoice date. SALE ITEMS are ONLY eligible for store credit
• A return including TWO or more items will be subject to a 20% RESTOCKING fee on each item at retail value.
• Special Order items need to be canceled within 24 hours after placing the order. After this time, they will effectively become non-returnable and non-exchangeable. Special order designers include the following: After Six, Alexia Bridesmaids, Allure Bridesmaids, Alfred Sung, Badgley Mischka Bridesmaids, Dessy Group, Karen Warren, Liz Fields, Theia Bridal and Yu Bridal.
• Due to the personal nature of the bodysuits, swimwear, and intimates, these garments are Final Sale and Non-returnable. Non-returnable foundations and related accessories include Bra Buddy, Bring It Up Products,, DIMRS, Du-Mi Shapewear, Emitations, Hollywood Fashion Tape, Hollywood Hook Up, Hollywood Landing Gear, Hollywood Sweater Saver, Jewlery, Lint on the Go, NuBra and Top Secret.
• Please Note: If you do not accept a non-returnable item that is returned to you, you will incur a charge of 50% of the retail value of the item, plus shipping charges, as a restocking fee.
• All merchandise must be returned unworn, unwashed, unaltered and with original tags attached. Snags, rips, missing embellishments, make-up stains or other damages that affect an item's salable condition will be returned to the customer. Footwear must be returned with soles free of scuffs.
• Shoes need to be sent back in their shoebox undamaged. If you use your shoebox as a shipping box, we will not be able to refund you and your return will be refused.
• Items that were sent on hangers must be returned on hangers. A $5 charge for missing hangers will be charged to cover the replacement cost.

1. Email returns@edressme.com to receive an RMA number
2.  Place this RMA# on the outside of the box being returned.
3. Pack the items in their original shipping box. Enclose the invoice or RMA email in the box.
4. We urge customers to return orders via UPS to prevent being over charged for shipping. We cover basic shipping if an item is sent faulty. If you choose to use an alternate courier and/or additional add-on are not eligible for reimbursement
   Please Note: Credit will not be issued without the original invoice enclosed in the package.
5. Check your e-mail. We will notify you by e-mail once your return has been processed.

REFUSED OR UNDELIVERABLE PACKAGES

Reshipping refused or undeliverable packages are subject to reshipping shipping costs. The reshipping cost is dependent on what kind of shipping you prefer. If you would like to cancel an undeliverable/refused package that has been returned to us, please note that there is a 20% Restocking Fee.

The goods must be returned in new and unused condition. Returns are inspected upon receipt. Items must not have been worn, washed, altered, etc. and have all originals tags attached. Items with snags, rips, make-up stains, odors (i.e. cigarette smoke) or other damages will result in the item being returned to you. Items that were sent on hangers that are returned without hangers will be charged $5 per hanger to cover the cost of replacements. Please Note: If you do not accept the item being returned to you, we will charge you 50% of the value of the item, plus shipping charges, as a restocking fee.

If you have purchased footwear and need to return, the items must be in new condition with soles un-scuffed. If you need to try your shoes on, we recommend doing so in a carpeted area. Shoes showing signs of wear will be returned to you at no additional charge and will not be eligible for store credit.

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NON-RETURNABLE STYLES

The only styles that may not be returned include special orders and foundations. The following are nonreturnable dresses: Nika, PilyQ, After Six, Alexia Bridesmaids, Allure Bridesmaids, Alfred Sung, Badgley Mischka Bridesmaids, Liz Fields. Nonreturnable foundations and accessories include Bra Buddy, Bring It Up Products,, DIMRS, Du-Mi Shapewear, Hollywood Fashion Tape, Hollywood Hook Up, Hollywood Landing Gear, Hollywood Sweater Saver, Lint on the Go, NuBra and Top Secret.

Any items marked as FINAL SALE are not eligible for returns or exchanges.

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EXCHANGES

Once we receive your item for exchange, we will send you your new order at no additional cost. If your exchange is for the same dollar amount as the original purchase, no additional shipping charges will be incurred. If your exchange exceeds the dollar amount of your original purchase, you will be responsible for the additional shipping charges. As soon as we have shipped the item, you will receive an e-mail containing the tracking information. Please Note: Your exchange item may be out of stock by the time your order is received. If your exchange is out of stock and the item has been received within 14 days, a refund will be issued. If your exchange is received after our 14-day return policy, your order will be shipped back to you at no additional cost.

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HOW TO EXCHANGE

Fill out the return & exchange form. Enclose the form with the item(s) to be returned. Please Note: Whether you are exchanging your item(s) for a new size, a new color or a new style, your credit card statement will reflect a credit for your returned item and a charge for the new item. 

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REFUNDS

All returns will be credited to the original form of payment (i.e. same credit card). Please allow 1-2 weeks from the date we receive your return for your account to be credited and 1-2 billing cycles for the credit to appear on your statement. Shipping costs are not eligible for refund. 

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RETURN AUTHORIZATION REQUEST

1. Fill out the return & exchange form enclosed with the package.
2. Email returns@edressme.com to receive your authorization # 
3. Pack the items in their original shipping box. Enclose the return form, as well as the original invoice. Please Note: Credit will not be issued without the original invoice enclosed in the package. Place this number on the outside of the box you are returning. 4. Check your e-mail. We will notify you by e-mail once your return has been processed.

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INTERNATIONAL SHIPPING

PLEASE NOTE: For any international shipment, duties and taxes will be due upon receipt of the package. These fees are placed on imported packages according to each individual government policy. These fees are in no way associated with eDressMe. These fees are not placed on the package by eDressMe nor do we receive any portion of these funds. Thus these funds are not eligible for refund. If you refuse your package due to these fees, the amount of the re-import fees and transportation will not be credited back to your account as a restocking fee. In the case of international exchanges, brokerage fees will still apply. For Canadian Customers, customs and duties are applicable on all shipments, even in the case of exchange. 

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SPECIAL ORDERS

We are unable to offer refunds or exchanges on special order items. 

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ORDER CANCELLATION

You may cancel your order as long as your order is in process. If your order has been shipped, you cannot cancel your order. To cancel your order please email help@edressme.com 

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