Online help

注文品

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?

通常、2~3週間でご注文品をお受け取りになれます。仕立てに約9~12日、優先配送に2~5日かかります。
詳細をお知りになりたい場合は、商品ページにて商品の仕立て時間および配送時間をご確認ください。

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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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配達

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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自宅試着プログラム

プログラムの仕組み

試着注文のタイミング

プログラムに含まれるドレス

注文の制限

希望するドレスの購入

ドレスの返品

破損したドレス

自宅試着プログラム

お客様にどんなシーンにもぴったりなドレスを見つけていただくために、ご自宅でくつろぎながらドレスの品質や着心地を確認できる「自宅試着プログラム」をご用意しています。

カタログに掲載されているトピックをはじめ、プログラムに関するお役立ち情報を掲載しています。

プログラムの仕組み

このプログラムでは、1着につきUS$ 10-US$ 15で、1回に4着まで試着することができます。試着したドレスは、お届け日から1週間(追跡番号で確認)保管した後、箱に同梱されている元払いの返品ラベルを使って返送してください。

注意: ご不要なドレスは、商品到着後1週間以内に、弊社指定のラベルにてご返送ください。複数回の返品はお受けできません。

試着注文は通常、処理に2営業日(時期により増加することがありますので、必ず商品ページをご確認ください)、配送にさらに1週間かかります。チェックアウトの際に、お客様のお住まいの地域に応じたお届け予定日をお知らせします。試着注文の場合、迅速な配送はできません。

現在、アットホーム試着プログラムをご提供できるのは、米国(ハワイとアラスカを除く)、英国、フランス、ドイツ、オーストラリア、カナダ、アイルランド、オランダ、イタリア、ベルギー、オーストリア、スウェーデン、スペイン(半島)、フィンランド、デンマーク、ポーランド、チェコ共和国のお客様のみです。自宅試着プログラムをご提供しています。スタイルやサイズの決定でお困りの場合は、カスタマーサービスチームまでご連絡ください。また、ご登録いただくと、他の国でもアットホームトライオンプログラムの提供を開始した際にお知らせいたします。

試着ドレスは原産国から持ち出すことはできません。試着ドレスが英国に注文された場合、英国内に留まる必要があります。試着ドレスが国外に持ち出された場合でも、配送後7日目までに返送用の消印が押されていることを確認する責任があります。

試着注文のタイミング

試着ドレスは現在、処理に2営業日、配送にさらに1週間かかります。そのため、試着ドレスの到着を確実にするために、一般的には試着希望日の2~3週間前にご注文いただくことをお勧めします。

注文が早く届き、少し時間が必要な場合は、次の手順で時間の延長を申請することができます。

プログラムに含まれるドレス

ブライドメイドドレス、マザーズドレス、ブライダルドレス、特別な日のためのドレス、ジュニアブライドメイドドレス、フラワーガールドレス、マタニティ用ブライドメイドドレスをプログラム内で提供しています。

自宅試着プログラムでは、以下のようにすべてのドレスをご紹介しています。

ブライズメイドドレス

マザーズドレス

ブライダルドレス

特別な日のためのドレス

ジュニア用ブライドメイドドレス

フラワーガールドレス

マタニティ用ブライドメイドドレス

注文の制限

はい、1回の注文で試着できるのは合計4着までです。それ以上必要な場合は、最初のセットを返品していただき、返品処理が完了するまで次の4着を試着することはできません。通常、返品が到着してから返品処理に1週間以上かかることがありますので、ご了承ください。返品処理が完了したら、メールでお知らせします。

希望するドレスの購入

自宅試着用ドレスの保管をご希望の場合は、以下の手順で返品期間内にご購入ください。

ただし、ご注文いただいた自宅試着用ドレスを購入されず、お届けから7日目までに返品のための投函がない場合は、ドレスの小売価格全額と送料を含む代替品代金の全額をご請求させていただくことになります。

私たちはそのようなことはしたくありません。そのため、ドレスを保管する必要はないけれども、返送する前にもう少しだけ時間が必要な場合は、登録をしてお知らせを受け取ることができます。

ドレスの返品

ドレスと一緒にパッケージの中に元払いの返品ラベルを同封します(バーコード、弊社の住所、運送会社の名前が記載されています)。返品はすでに承認されていますので、お客様から返品を申し出る必要はありません。試着したドレスを到着したパッケージに戻し、弊社が提供する元払いの返品ラベルを貼って、注文が到着してから7日以内に投函してください。

返品ラベルを紛失した場合は、注文詳細ページにアクセスし、「ダウンロードラベル」をクリックしてダウンロードできます。あるいは、「ビューの戻り詳細」を選択して「返品と払い戻し」ページにアクセスし、返品ラベルをダウンロードすることもできます。

返品と返金」ページで「ダウンロードラベル」をクリックすると、新しい返品ラベルを入手することができます。

試着注文の返品については、以下の点にご注意ください。

試着ドレスをお持ちにならない場合は、お届けから7日以内にすべてのドレスをセットでご返送ください。1着だけ持っていて残りを返送し、さらに試着用のドレスを注文して比較することはできません。

ご不要なドレスは、商品到着後7日以内に、弊社指定のラベルにてご返送ください。複数回の返品はお受けできません。

弊社が提供したもの以外の返品ラベルを使用することはお勧めできません。他の運送業者を利用して返品された場合、荷物の破損や紛失について弊社は責任を負いかねます。また、ドレスを返送しなかったことで請求される可能性もあります。

試着サービスの料金は、最終的なご注文金額には含まれません。また、試着ドレスの返却時に返金されません。ご試着にかかる費用は、お客様から弊社への送料の一部となります。

破損したドレス

試着ドレスは、タグを付けたまま、届いた時の状態でご返却ください。試着用ドレスは試着以外の目的では着用できませんので、万一破損して戻ってきた場合は、破損の修理代、または修理が不可能な場合(汚れ、シミ、動物の毛が付着している、強い匂いがあるなど)はドレス全体の交換を請求させていただく場合があります。ダメージがひどい場合は、ドレスの小売価格の全額を請求し、ウェブサイトから永久に追放されます。

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