Online help

Orders

1. How do I place an order?

To place your order, simply follow the steps as shown below:
1. Go to the item page.
2. Choose your preferred color and size (if applicable).
3. Click "Add to Cart"
4. Review that everything is correct and click "Checkout".
5. Go to the checkout page.
6. If you're a registered customer, sign in first. If you're a new customer, checkout as guest now.
7. Fill out all shipping and payment information.
8. Click "Place Order"
You'll be taken to a confirmation page that will give you an order number and you will be emailed a confirmation once the payment has processed. Please be sure to read all emails from us carefully.
If you need further guidance or run into any issues when placing your order, please Contact Us, and we'll get back to you as soon as possible."

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2. I ordered a standard-size dress, not a custom-made one. Why is it taking so long?

All of our dresses are made to order, whether you ordered a standard or custom size, both require tailoring time. Tailoring Time is displayed on each dress's product page.
If you've already placed an order, your estimated delivery date is in your Order Confirmation email. Or you can find it on the Order Details page via this link.
Once your order has been shipped, we will email you a confirmation and tracking number with updated delivery information. Alternatively, you can retrieve the tracking number on the order details page via this link.
If your estimated delivery date has passed and you order hasn't been delivered, please Contact Us for further help.

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3. How can I track my order status?

1. You can log in our website with your email and track your order status in "My orders" if you placed the order under your resigerred acount.
2. If the order was placed without signing in, you could just use "look up a single order" function to track your order. Please refer to the following steps:
1). Go to Sign In My Account at the right top of our website.
2). Click "order status"
3). Enter your Order Number and Email Address to see your order details.

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4. When will I receive my order?

Once you place an order, it will take us some time to either process or make the requested items before the order ships out to you.
Estimated Receiving Time = Processing Time + Shipping Time
Before placing an order, you can check the specific processing time on Each Product page. The shipping time depends on shipping methods. The fastest shipping - expedited shipping takes 3-6 days for the shipment. The standard shipping takes 5-8 days. The super save shipping (only for orders of accessories valued less than $50) takes 15-30 days for the shipment. The sooner you place an order, the sooner we start preparing your item(s).
If you've already placed an order, your estimated delivery date is in your Order Confirmation email. Or you can find it on the Order Details page via this link.
Once your order has been shipped, we will email you a confirmation and tracking number with updated delivery information. Alternatively, you can retrieve the tracking number on the order details page via this link.
If your estimated delivery date has passed and you order hasn't been delivered, please Contact Us for further help.

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Product

1. What is the best way to choose my size?

Please kindly refer to our Size Chart to choose the correct size.
If your measurements align with our size chart, I suggest you choose standard size.
If your measurements cannot be found in the size chart, I recommend you choose custom size to ensure the dress fits you.

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2. Will my item be exactly the same color as what is shown on your website?

Our color charts online have been adjusted to display color as close as possible to the color of the actual fabrics. However, camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual fabric. Colors are subject to the actual dresses you get. We suggest you order a fabric swatch to view colors in person.

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3. Could we get color swatches to see what the colors look like in reality?

Yes, color swatches are just $2 each. They take anywhere from 2-10 business days to arrive. Order swatches.

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4. How can I make sure all of my dresses are the same color?

Color consistency is of the utmost importance of course. However, there is a chance that there will be slight variations if dresses in same color submit several orders at different times. Because batches of fabric are produced at different times, the same fabric of the same color at different times might be slightly different.
You need to order all dresses within 24 hours and contact us to tell us all the dress should be in the same color. Then, all the dresses will be cut from the same bolt of fabric to make sure they come in the exact same color.
After 24 hours, we cannot guarantee any late orders will be included in the same dye lot as the rest of your party.
Keep in mind that screen resolutions can alter the way colors look on your computer depending on how you have it set. We always recommend ordering Swatches (free shipping) beforehand so you can see the true color quality of each fabric in person. Please note that different types of fabrics do take the dye differently, and will not match perfectly.

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5. Can I change the design of a dress?

Currently we can only add spaghetti straps and remove trains for some of our dresses. For other changes, you can Contact Us for more information.

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Payment

1. What methods of payment do you accept?

You can use any of the payment methods listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.
Please see below the payment methods we accept:
*Please note, some payment methods are only available as a payment method for selected countries on our web. If the payment method is available for your country, you will see this payment option at checkout.

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2. How can I pay with Wire Transfer?

To send a wire transfer, just submit instructions to your bank, and provide the information about our account (you can find this on the order details page).
After you transfer your money, please inform us of which method you use, sender name, transaction ID and the transaction amount as well as the country you transfer the money from. You can also choose to chat now or email us.

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3. How can I change payment methods?

If you have an unpaid order and want to use a different payment method, it's easy:
1. Sign into ‘My Account’ and click ‘My Orders’ in the upper right corner.
2. Click on the unpaid order you want to complete payment on.
3. Click ‘Edit Order’ and select your desired payment method, and then proceed to pay.

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Delivery

1. Where/What countries do you ship to?

We ship worldwide to nearly every country across the globe, covering North and South America, Europe, Asia, Africa, Oceania, and more.
We employ the services of major, trusted international carriers to ensure your package arrives at your destination safely and securely.
If your shipping destination is not available at checkout, please just Contact Us.

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2. What shipping methods do you offer?

Expedited Shipping, Standard Shipping, and Super Save Shipping are available for most of the countries that we ship to. Once you've entered your shipping address, you'll be able to see the available shipping methods.
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.
You may add items to the checkout page to check on the accurate shipping fee. Customers can also place a test order to check the total cost.

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3. What if I need to change my shipping address?

Yes, you can change the shipping address Before Shipment. Please Contact Us. We will correct your shipping address and send you a confirmation email as soon as possible.
While we can no longer make any changes to your address, if your package is being shipped, you will need to contact the carrier to request changes of delivery.
Orders (swatches, accessories, fabric, etc.) cannot be updated once the package has been shipped.
For an unpaid order, you can place a new one as you want and put in the correct details. Unpaid orders will be cancelled automatically in 5 days."

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4. How much does shipping cost?

The shipping costs depend on the weight of the order, the country of destination and the shipping method, if you put all items in the cart and go to checkout, you will see the shipping costs, which are automatically calculated by the system.

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Returns

1. What is your return policy?

JJ's House will issue a full refund including tax and shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to our Customer Service team directly for assistance with processing your return.
Please keep in mind that all dresses are uniquely made to order to keep costs low for our customers. We also understand that colors on your computer screen can be a little different to how they appear in person. For these reasons, we encourage you to order a Swatch (free shipping) to help you decide.
FOR ALL RETURNS:
JJ's House will only issue one prepaid return label per order. You will be responsible for paying shipping fees including, but not limited to, the cost to ship and any shipping materials on additional returns. Because of this, we recommend returning all unwanted items at one time.
FOR ALL STANDARD SIZE DRESSES, SHOES, AND ACCESSORIES:
JJ's House will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).
Please note:
* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* Original shipping fee & return shipping fee will not be refunded.
* As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
FOR ALL CUSTOM SIZE DRESSES:
At JJ's House, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!
A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!
FOR ALL PRESONALIZED AND PERSONAL CARE ITEMS:
All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.
FOR ALL SAMPLE SALE ITEMS:
All Sample Sale items are final sale. No returns, no refunds, no exchages.
EXCHANGE POLICY
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.
HOW TO RETURN
1. Submit a return request at Contact Us to Customer Service within 14 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request, you will be sent a return form which needs to be included with your return. Please send your item(s) using local post within 14 days from receiving the return form.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank).
Please note:
* We reserve the right to refuse the return if received in an unacceptable condition.
* We cannot process any products that are returned without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
CANCELLATION POLICY
All our items are made-to-order, including standard size items. Once the tailoring process has begun, there will be Labor Costs and Material Costs, with this in mind, please refer to our cancellation policy below:
• Unpaid orders are automatically cancelled after 5 days.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24–72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.

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2. What is your return/exchange process?

You may need to Contact US to initiate the return process within 14 days upon receiving your items. Our after-sales department will handle the issue thereafter.

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3. Can I return a standard-size dress?

Yes, you can return any standard size item within 14 days of receipt of your item for a full refund (excluding shipping fee, as long as it is unworn, unwashed, unaltered, undamaged, original tags attached).

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My Account

1. How I can change my email address?

We can change email address for you. Please Contact Us with your new email address. We will change it within 24 hours.
If there is no order under your account, we suggest you to register a new account on our website with your email address first and send us an email. Once getting your confirmation, we will transfer the account information for you.
Please click here to register your new account.

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2. What should I do if I forget my password?

If you've forgotten your password, please click this link to reset your password. We'll then email you a link directly to your registered email address to reset your password.
We recommend checking your junk and spam folder if you're having trouble finding it.

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About JJ's House

1. Do you have a store?

We are sorry but currently we do not have any physical stores. As an e-commerce company, we just do business online. You can see the products on our website and place the order. We will make the products for you once your order is confirmed.
We completely understand that you may have concerns about the fit and the style of our dresses. If so, you can choose custom size to ensure the fit. For most of adult dresses, we can make it with your measurements and the dress will fit you well. Each of our dresses is totally made to order according to our pictures. We sincerely hope you could give us a try.

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2. Why choose JJ's House?

JJ’s House is a global online retailer. Our innovative approach brings you the best in formal wear at affordable prices – and our in-house designers have created a wide range of looks to have you dressed to impress anywhere, anytime. All our dresses are made-to-measure by our expert tailors to ensure the perfect fit, just for you. We pride ourselves on being socially and environmentally conscious - our made-to-order model means the fabric and other materials used don’t go to waste. We work in close, fair partnership with our tailors.

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Returns & Refund

Return Requirements for Return-Eligible Items

Non-Returnable Items

Restocking Fee

How To Return

How To Return: Try-On

Download Return Files

Return Shipping Charges

Refund Details

Exchanges

Damaged, Defective, or Mis-Shipped Items

Returns & Refund

Most items sold on JJ's House may be returned for a refund within 14 days upon receiving your order if they meet all applicable return requirements listed below.

Return Requirements for Return-Eligible Items

Standard size dresses (final sale excluded) and most accessories:

Items must be unwashed, unworn, unaltered, and in original condition with their tags still attached. Returns will not be accepted for any items with obvious signs of wear, alterations, or missing tags.

Please Note:

  • JJ's House will not replace, return, refund, or otherwise compensate you for any unauthorized returns or non-JJ's House items that you may have accidentally sent to us.
  • We won't take back the points, which you get for placing the order. The points will be retained in your account. But the points used for your order will not be refunded.
Reserved Rights for Returns

We reserve the right to define and limit, refuse, and/or reject returns from you at any time due to but not limited to:

  • Returns in an unacceptable condition (worn, altered, washed, damaged).
  • Returns without our prior knowledge.
  • Irregular or excessive returns history indicates potentially fraudulent or criminal activity.
  • Irregular or excessive returns history involving worn, altered, washed, damaged, or missing items.
  • Bulk orders with multiple sizes/variations of items of the same type.
  • We are not liable for these issues:

  • Return item(s) are lost or damaged on the way back to us. Please keep the receipt with tracking information.
  • Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter the appearance of your JJ’s House product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver is easily damaged.
  • Products are damaged by misuse, mishandling, or poor maintenance.
  • Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.

Download our APP to handle your after-sales issues more conveniently & stay updated with the latest policy changes.

Non-Returnable Items

  • Final Sale Items, Custom-Made Dresses, Purchased Try-On Dresses, Modified Products
  • Swatches, Fabric by-the-yard, Garment Bags, Robes & Lingerie, Face Masks, Beauty
  • Personalized Favors & Jewelry, Wedding & Party Jewelry, Bracelets, Bride/Bridesmaid/Groom/Groomsmen Gifts, and any others marked as “non-returnable” on their product page

Restocking Fee

When returning goods, we will charge a 10% restocking fee for the following categories of goods:

Bridal Gowns, Bridesmaid Dresses, Maternity Bridesmaid Dresses, Mother of the Bride Dresses, Junior Bridesmaid Dresses, Girls' Dresses, Special Occasion Dresses, and Daily Dresses.

Why do we charge a restocking fee?

To keep prices low for our customers and help reduce environmental waste, most JJ's House products are made-to-order. As a result, we cannot accommodate "Buy-many-keep-one" purchases. Any restocking fees incurred will be deducted from your refund. We highly recommend reviewing our "Sizing Guide" and "How To Choose A Size" guide before buying to avoid these fees.

If you cannot decide on the color, size, or style, and want to avoid restocking fees, we offer various services to help you find the perfect dress, including:

  • For customers in the United States (except for Hawaii and Alaska), the United Kingdom, Germany, France, Australia, Canada, Belgium and Austria, we provide an At-Home Try On Program. Have dress samples shipped to your door so you can try dresses on at home before purchasing.
  • Color & Fabric Swatch for a small fee. Shipping is complimentary.
  • Custom-size option. Our tailors will ensure your dress fits perfectly. For customers in the United Kingdom, France, Germany, Australia, Canada, Austria, and Belgium, we're currently offering free custom sizing for a limited time. Moreover, for Flower Girl Dresses and Junior Bridesmaid Dresses, we extend this special offer to all countries.

How To Return

You can make a return by following these steps:

Step 1: Log in to your account

Step 2: Submitting your return request
  • ① Find the order on "My Orders" page: Click “RETURN ITEMS” (computer users) / Click "VIEW DETAILS", scroll down and click "RETURN ITEMS" (mobile users).
  • ② Select the item(s) and click "NEXT".
  • ③ Choose the reason and add photos. Then click "NEXT".
  • ④ Select the return method: "JJ's House delivery service" (label service, available in specific countries) or "Self-Sending".
  • ⑤ Download the return form (& the return label if you choose "JJ's House delivery service") or receive it via email.
Step 3: Sending out the package
  • Please remember to print and include the Return Form in your package.
  • For customers using JJ's House Delivery Service
  • Please attach the return label to the package, making sure it covers any original delivery labels. Then, bring your package to the designated courier indicated on the return label and hand it over without any additional charges.
  • For customers using Self-Sending
  • Please use a reliable delivery service to send the package back to us. Keep the receipt as proof of return.
Step 4: Getting your refund

Once we receive the returned package, we will inspect the item(s) to ensure that they are in their original condition and meet the issues stated in the return request. Once we have confirmed this, we will process your refund. For more details, please refer to "Refund Details".

How To Return: Try-On

Try-On Dresses must be purchased or postmarked for return within 7 days of delivery.

You will have a pre-paid return label included in the box with your try-on dresses and can simply box the dresses back up, put the label on top, and drop the package to the designated courier indicated on the return label and hand it over without any additional charges. We’ll email a confirmation once the package is scanned back into our warehouse (usually within a few days of delivery).

The fees you pay for the try-on dresses will not be refunded. It helps to cover the cost of shipping the dresses to you and back to us. In fact, this doesn't even fully cover those costs. Because of this, we are unable to refund these fees or apply them to future orders.

For more information regarding Try-On dress returns, please refer to our At-Home Try-On Program.

Download Return Files

Simply go to "My Orders" and click on the "Returns" section. From there, you can easily download the necessary files by clicking on "DOWNLOAD LABEL" or "DOWNLOAD FORM". Alternatively, you can download the return files on the order details page by clicking "VIEW DETAILS".

Return Shipping Charges

  • For customers from countries without return label service:
  • You have the option to return packages at your own cost by choosing "Self-Sending". The return shipping fee must be paid directly to the courier by you. It is also your responsibility to ensure that the item(s) arrive safely.
  • For customers from countries with return label service:
  • In addition to choosing "Self-Sending", you can also choose "JJ's House delivery service" for a more convenient return process with our return label! The label fees will be deducted from your refund automatically, and you won't have to pay the return shipping fee upfront to the courier. Our label usually offers a more cost-effective option compared to other shipping companies. Plus, you can easily track the return status in your account.
  • You can find the countries with return label service and their current return shipping fee standards here:
  • Country/Region:
    Country NameCountry CodeCurrencyShipping FeeEstimated Shipping Time

Refund Details

What Gets Refunded

For returned items, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping protection, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back. If there is a restocking fee, we will also deduct it from the refund amount. For more details, please refer to the Restocking Fee section in this article.

Note: For self-return requests, refund details will be provided on the application page.

Processing Time
  • For customers who placed orders using online payment methods:
  • Refunds only begin once a returned package has been scanned and confirmed back into our warehouse. Once scanned and confirmed, the refund will be credited back to the original payment method within 7-10 days (the actual processing time depends on your payment method and bank). We’ll email you a notification once we confirmed your returned products and processed the refund.
  • For customers who placed orders using offline bank transfers:
  • Currently, we are unable to refund the money using the way you transfer when placing your order. After a returned package has been scanned and confirmed back into our warehouse, our customer service will contact you for the refund methods and details.
  • You can also contact customer service to provide your PayPal account after returning the package. We will process the refund immediately after the package has been scanned and confirmed back into our warehouse. The whole refund process will be faster.
  • Please Note: It can generally take a few weeks for a return to arrive back and be processed back into our warehouse. On this page, you can check the estimated return shipping time for countries with return labels service. If you choose to return the packages by yourself at your cost instead of using our return label, you’ll need to confirm the return delivery status by yourself.

Exchanges

We do not offer an exchange service for any products at this time. Many of our items are made-to-order, so we don't keep these items in stock. If an item doesn't work out and another one is needed, a return will need to be processed for all unwanted items (if eligible per the return policy) and a new order must be placed for new items.

Damaged, Defective, or Mis-Shipped Items

JJ's House will issue a full refund including shipping for any damaged, defective, or mis-shipped items if reported within 14 days of delivery. You can report the issue by clicking "RETURN ITEMS" on the "My Orders" page, selecting the appropriate reason, and then adding photos to support your request. After 14 days, we may not be able to process the return and a full refund.

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