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FAQ
| About Our Dresses | ||
| Q: | Are all of the dresses on your site authentic designs? | |
| A: | We are an authorized retailer for all of the designers that we carry and all of our dresses are original pieces. |
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| Q: | How do I know what size to order? | |
| A: | To determine your size for a particular dress we recommend that you have your bust,waist and hips measurements taken and compare them to the measurements found on the size chart for that dress. To pull up the size chart click on, "What's My Size," next to the size selector on the page of the dress you are interested in. Sizing varies by designer and style, so be sure to consult the chart for the dress you are interested in. We recommend choosing the size that comfortably fits all of your measurements. If you are between sizes we recommend choosing the larger size so you can have the dress altered by a tailor or seamstress for a perfect fit. |
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| Q: | How do I determine my measurements? | |
| A: | We recommend having your measurements taken by a professional tailor or seamstress or having someone help you take them. Measurements should be taken in the undergarments you plan to wear under your dress. Make sure to keep the measuring tape comfortably loose, like you'd want your dress to fit. Bust Measurement -Standing up straight, with your arms at your side, measure the fullest part of your chest and around your back.. Waist Measurement -Measure the narrowest part of your torso or where your waist creases when you bend to the side. Hips-Standing up straight, measure around the fullest part of your hips. |
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| Q: | According to the size chart I am a different size than I am used to wearing. Why is that? | |
| A: | Dresses are sized differently than regular clothing so the best size for you might not be the one you're used to wearing. We recommend that you choose your size based on your measurements and the dress' size chart.
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| Q: | How can I see a dress in another color? | |
| A: | If a dress is not pictured in the color you are looking for, you can Contact us to request an image or description of the color you are interested in.
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| Q: | How long are the dresses? | |
| A: | Length varies by the style and designer, however full-length gowns generally measure 55-60"(140-152cm) from the collarbone to the bottom hem and short dresses range from 27-32"(68-80cm). Contact us to request the length of a particular design. | |
| Q: | How can I tell what kind of fabric a dress is made of? | |
| A: | If the type of fabric is not included in the product description we would be happy to find out for you. Contact us to request more information.
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| Q: | Do your dresses come with shawls? | |
| A: | Most evening dresses come with a sheer matching shawl. You can contact us to find out if the dress you're interested in comes with a shawl.
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| A: | Extra fabric is subject to availability and usually takes 4-6 weeks to ship. The cost is generally from $20-$80 / yard, depending on the type of fabric. contact us for availability and pricing. |
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| Q: | Can I order a dress to my measurements or design specifications? | |
| A: | The dresses on our site are only available in the style, colors and measurements shown on the site. Our designers are unable to accommodate special requests for design. You may be able to have a dress altered to your liking by a professional tailor or seamstress.
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| Returns | ||
| Q: | What is your return process? | |
| A: | Please view our return policy page for our full return policy.
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| Stock Availability | ||
| Q: | Are all of the dresses on the site available now? | |
| A: | Many of the styles on our website are available to reach you within 3-10 business days with our standard shipping, however everything is subject to stock availability and some sizes and colors may not be available for immediate shipment. contact us to find out the estimated ship date for the dress you are interested in. Please include the style number, size and color of the dress and the date you plan to wear the dress (your "wear date"). |
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| Q: | What does special order mean? | |
| A: | Special order dresses are designs that are not in stock but can be ordered from the designer. When your order is processed we will provide an approximate ship date and once this is confirmed by you, your credit card or PayPal account will be charged. Once the order is confirmed we are unable to cancel these items, as Special Orders are cut specifically for you! |
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| Q: | What does pre-order mean? | |
| A: | Pre-Order means that an item is currently out of stock but is in production and will be available at a later date. When your order is processed we will provide an approximate ship date and once this is confirmed by you, your credit card or PayPal account will be charged. Please note that availability dates are subject to change. Pre-Orders cancelled after confirmation have a 50% cancellation fee that will be applied. |
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| Domestic Shipping | ||
| Q: | How long does standard shipping take? | |
| A: | Orders placed with standard ground shipping take 3-10 business days to reach you. (Ground shipping does not apply to Alaska or Hawaii.) |
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| Q: | Do you have expedited shipping? | |
| A: | We offer UPS Next Day Air, 2nd Day Air and 3 Day Select. Orders must be placed before 2pm PST in order to be processed the same day. Please note that expedited shipments cannot be sent to a P.O. Box. (3 Day Select does not apply to Alaska or Hawaii.) |
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| Q: | How much does shipping cost? | |
| A: | Standard ground shipping is free for orders over $50. Costs for expedited shipping and orders under $50 are determined based on your zip code and can be obtained by clicking on the, "Calculate Shipping," that is located below the dress description. |
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| Q: | Can you deliver a dress on Saturday? | |
| A: | Saturday delivery is available for orders placed after 4pm on Thursday and before 12pm on Friday, pending credit card verification, stock availability and availability of Saturday delivery service in your area. There is a premium charge of $30 for Saturday delivery. |
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| International Orders | ||
| Q: | Do you ship internationally? How long does it take? | |
| A: | We ship worldwide using UPS, TNT or DHL. Shipping takes 5-7 business days. |
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| Q: | How much does international shipping cost? | |
| A: | You can calculate the cost of shipping a particular dress to your country by clicking on the shipping quote link below the price of the dress. Additional dresses will typically add $7-10 to the cost of shipping. |
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| Q: | Do you offer expedited international shipping? | |
| A: | We are now offering DHL expedited international service standard with priority orders, with delivery in 2-4 business days, depending on your location. Contact us for an estimated delivery date for the dress you’re interested in. |
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| Q: | How do you recommend I pay for my order? | |
| A: | We sometimes have trouble verifying international credit cards so we recommend that you place your order using PayPal, which is an easy and secure way to make online purchases. For more information visit www.PayPal.com. If you are unable to pay using credit card or PayPal we also accept bank transfers. |
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| Payment Information | ||
| Q: | What methods of payment do you accept? | |
| A: | Our preferred method of payment is PayPal. We also accept Visa, Mastercard, American Express, Discover, , and bank transfers. |
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| Q: | Do you charge sales tax? | |
| A: | Tax is only applicable for orders shipping within Los Angeles, CA, at a rate of 9%. |
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| Q: | When do you charge my credit card/PayPal account? | |
| A: | Your credit card/PayPal account will be authorized for the full purchase amount when your order is submitted. Your bank may hold these funds while the charge is pending. Your credit card/PayPal account will be charged when your order is shipped or 26 days after your order is placed, whichever comes first. Orders placed for pre-order and special order dresses will be charged upon confirmation of the shipping date.
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| I Would Like to Place an Order | ||
| Q: | How do I place my order online with a credit card? | |
| A: | Select the size and color of the dress you would like to purchase and click, "Add to Cart." You will be taken to the first page of checkout you will enter your shipping and contact information. You will then be directed to enter your credit card information.
Please note that if the billing address on your credit card is different than the address the order is to be shipped to we will need a letter of authorization from the credit card holder before we can process your order. A link to the form you will need to fill out will be included in the automatic order confirmation that you receive via email. After entering your payment information you will be prompted to review the details of your order, and if this is domestic shipment, you will choose the method of shipment. We also ask that you indicate your wear date when placing your order so we can make sure you receive your dress on time. Before your order can be submitted you must agree to ourreturn policy. Check the box to indicate that you agree and then click, "Submit My Order." |
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| A: | Add the items you would like to purchase to your cart and proceed to checkout. After you enter shipping and contact information, instead of entering your credit card information, you will scroll to the bottom of the payment page and click on “Submit Payment via Bank Transfer.” Then just complete the form and we will contact you with the information you need to submit a payment within one business day. |
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| Q: | How do I pay with PayPal? | |
| A: | Select the size and color of the dress you would like to purchase and click, "Add to Cart." You will be taken to the checkout page and here you can continue to shop or proceed to checkout by clicking, "Checkout with PayPal." You will then log into your PayPal account to complete your purchase.
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| Q: | Can I place my order with a customer service representative? | |
| A: | Yes! You can place an order with a LaurelsHouse.com fashionista! You can reach us by phone at (213) 765-3399 or you can place your order via our secure web chat by clicking on the Live Help icon at the top of any page. |
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| Q: | How do I know if my order was accepted? | |
| A: | If your order was successfully placed you will be directed to the order confirmation page and given your order confirmation number. If you were not given an order confirmation number, but think that your order was submitted, you can contact us to find out if you have an open order and get your order number. |
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| Q: | Why was there an error checking out? | |
| A: | Check out errors can occur when the credit card details are entered incorrectly or if the billing address does not match the information provided by your issuing bank. Please refer to the error message shown. Contact us if you have corrected the problem and are still not able to successfully enter your order. |
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| Q: | Do you price match? | |
| A: | LaurelsHouse.com will match the price of this item, if found on any other Authorized Website at a lower price and give you an extra 5% off. Even if it is a penny less! It's simple, just add the link to the "comment box" at the end of check out or if it makes you feel more confident you can contact us with the details. This offer is also valid within 30 days of receiving an existing order from LaurelsHouse.com. We will match the price and give you an additional 5% off your purchase. Competing websites must have same style, color and size available and must be an authorized retailer. Offer not applicable to clearance and sale items. |
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| Q: | Help! I need a dress right away! | |
| A: | Most items that are in stock and ordered before 2pm PST Monday – Friday can be shipped same day (pending credit card verification). Overnight shipment is not available for orders outside of the continental U.S. If you are outside of the U.S. we offer express shipping via DHL or UPS with delivery in just 2-5 business days. If there’s a particular dress you’re interested in, we would recommend calling or chatting with us to make sure your dress can arrive in time for your event. You can reach us by phone at (213) 765-3399. If you haven’t found a dress yet, we’d recommend checking out our Clearance page first. We have a fabulous selection of designer gowns with amazing discounts and all the dresses can ship out the same day if you place your order before 2pm PST. |
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| I Have an Order | ||
| Q: | I've placed my order. Now what? | |
| A: | Thank you for shopping with LaurelsHouse.com! You will receive an order confirmation via email and will be able to track your order status online at the My Accounts page. Once your order has been processed you will receive another email with your estimated ship date or should your dress not be available for your indicated wear date, a request from us as to how to proceed with your order. |
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| Q: | My shipping address and credit card billing address are different. What do you need to process my order? | |
| A: | We require a letter of authorization from the card holder in order to ship to an address other than the credit card’s billing address. A PDF file may be mailed to you and it may come to you in your order confirmation email. Please complete this form and fax it to us at (213) 765-3395 or scan and email it to us at info@LaurelsHouse.com. If you are unable to complete this form you can send a copy of the credit card holder's government-issued photo ID and a signed and dated statement of authorization including your order confirmation number. If you would rather not complete the form, you can request to have the dress sent to the credit card’s billing address or submit your order via PayPal.
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| Q: | The dress I ordered is not available. What are my options? | |
| A: | You can contact us with any other styles you’re interested in to see if they can arrive in time for your event or you can request for a LaurelsHouse.com fashionista to help find you something fabulous. If your next choice is available we can replace the original dress with the one that is available. If you are not interested in any other dresses you can contact us to cancel your order without penalty.
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| Q: | How can I check my order status? | |
| A: | Got to My Account and enter your order number and email address. |
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| Q: | Can I edit my order after it has been confirmed? | |
| A: | Orders that are pending can be changed or canceled without penalty. If you wish to cancel or change your order once it has been processed, a 25% restocking fee will be deducted from your payment. Bridal* dresses will be charged 50%. *Please note if the bridal style is a Special Order or Pre-Order please refer to the terms of cancellation for Special Orders and Pre-Orders.
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| Q: | I am not satisfied with my purchase. How do I request a return? | |
| A: | All requests for returns must be submitted via within 3 days of delivery. Send an e-mail including your invoice number to info@LaurelsHouse.com. Please be sure to include the reason you’re requesting a return. |
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| Q: | Can I buy wholesale from LaurelsHouse.com? | |
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LaurelsHouse.com is not just an online store, it also offers wholesale. We would need a copy of your valid seller's permit, and business license. Your account will be subject to ordering restrictions but please inquire today by contacting us!
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| About LaurelsHouse.com | ||
| Q: | Do you have a store where I can find your dresses? | |
| A: | LaurelsHouse.com is not solely an online store and our offices are open to the public. Laurel’s House 1321 Santee St. Los Angeles, CA 90015 (GOOGLE MAPS) Monday - Friday: 9:30am - 5:30pm Saturday: 10am - 5:30pm Sunday: 11am - 4pm |
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| Q: | Do you have a catalogue? | |
| A: | We do not have a catalogue but you can see all of the styles we carry on our website. |
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| Q: | How can I contact customer service? | |
| A: | You can send us an e-mail by clicking on the contact us tab at the top of the website or by clicking on Ask a Question on the page of the dress you’re interested in. You can reach us by phone at (213) 765-3399. | |
