FAQ
FAQ | Elirelle
Sizing Guide
Which size should I choose? Can you help me pick the right size?
We recommend you check the Size Guide on each dress product page. It lists detailed measurements including bust, waist, hips, dress length and shoulder width for all formal gowns, prom dresses and wedding guest dresses.
You can measure one of your well-fitting dresses at home and compare the data with our size chart to get the ideal fit.
Most of our gowns are slim tailored. If you prefer a relaxed fit or have a fuller bust/hips, we advise sizing up one size.
Placing Orders
How do I place an order on Elirelle?
Browse our full collection of evening gowns, party dresses and formal outfits, add items you love to your shopping cart, then proceed to checkout.
You can complete payment as a guest, or create an account to check order history, track parcels and enjoy member exclusive offers for future purchases.
What happens after I submit my order?
Once your payment is confirmed successfully, we will send an order confirmation email to your registered email address, including order details, dress styles, colors, total payment and estimated production & shipping time. Our tailoring team will start making your dress right away.
Can I cancel or edit my order after payment?
Please email our customer service at support@elirelle.com immediately if you need to cancel your order, or modify size, color, dress style.
If your dress has not started production yet, we can adjust details or cancel the order free of charge.
Once tailoring and packaging are finished, changes and cancellations will no longer be available.
Do I need to pay customs duties or import taxes?
- Orders delivered to the United States: No extra customs fees or import taxes required.
- We have joined the EU IOSS system. For orders shipped to 27 EU countries, all import VAT has been prepaid by us, you will not be charged additional tax upon receipt.
- Orders sent to other countries will be charged local standard import tariffs according to local customs rules, payable by the recipient.
I’m stuck when placing an order, can you offer help?
Please email support@elirelle.com with error screenshots and your specific problems. Our team will reply and solve your issues as soon as possible.
Shipping & Delivery
How can I track my order online?
Once your dress is finished and dispatched, you will receive an email with your unique tracking number. You may check real-time logistics status anytime via www.17track.net.
Where are your dresses shipped from?
All our handmade formal dresses are produced and shipped from our professional garment warehouse in Asia.
How long will I receive my gown?
All evening dresses need hand tailoring time before shipment. Total turnaround time is as follows:
- Standard Shipping: 15–22 business days (production + international delivery)
- Express Shipping: 8–14 business days (priority production & fast logistics)
My country cannot be selected at checkout, why?
If your destination country or region is not available on the checkout page, our shipping service is temporarily unavailable there, so no shipping options can be chosen.
My parcel shows "In Transit" with no updates for days
The logistics status will remain In Transit until the package arrives at the next international sorting hub. Tracking updates are often delayed due to customs clearance, weather, logistics backlogs and other uncontrollable international factors.
If there is no new tracking record for more than 10 days consecutively, please contact us, and we will follow up your parcel with the logistics provider.
My international package is stuck, detained by customs or needs information verification
Destination customs usually require recipients to verify personal identity and order information for formal apparel shipments, which is the main reason for delayed or detained parcels.
You may need to provide customs with purchase invoices or ID verification documents. Your Elirelle order confirmation email can be used as valid purchase proof.
Customs policies vary in different countries and will be adjusted irregularly, so we cannot provide detailed local clearance rules. We will take initiative to assist you in resolving detention problems once we find the parcel stops moving.
Why is my order split into several packages?
We will arrange split shipment under these circumstances:
- Multiple dresses in one order are produced in different workshops;
- Clearance, discounted styles require extra handmaking time;
- Limited weight set by couriers and customs for a single parcel.
You will receive an independent shipping notification email whenever one package is sent out.
Tracking shows delivered, but I haven’t received my dress
Before contacting us, please check your mailbox carefully and ask neighbors or apartment management if anyone signed for your parcel on your behalf. You can also contact the local courier company to check detailed delivery records, or click the Contact Us button on our website to submit your request.
Delivery attempt failed, what should I do?
Failed delivery is mostly caused by incomplete or incorrect shipping address, or couriers cannot access your delivery location. Please get in touch with the local logistics company to arrange redelivery.
Why was my package returned to sender?
Parcels are returned mainly due to invalid address, wrong recipient information or multiple unsuccessful delivery attempts.
If the tracking status displays "Returned to Sender", please click Contact Us to apply for free reshipment or full order refund.
Note: Please offer your accurate and complete shipping address when applying for reshipment to avoid repeated returns.
Returns, Exchanges & Quality Issues
Can I return or exchange my dress if it doesn’t fit or I dislike it?
All our evening gowns, prom dresses are handmade customized items made according to your selected size, color and style. Custom tailored products are non-refundable and non-exchangeable for personal preference or size selection mistakes.
What if my dress arrives damaged, defective or wrong item is sent?
If you receive a gown with fabric damage, sewing flaws, wrong size/color due to our error, please send us clear photos of the problem within 7 days upon receipt. We will arrange free remaking & reshipping or full refund for you.