FAQ's
How can I track my order status?
We will send you emails to inform you the progress of your order.
You will also receive an email from us regarding your tracking number once your order was shipped out.
Why the processing time is so long?
Our products are made to order, we need some days/months to prepare it and a few more days to ship it. Your patience and understanding will be highly appreciated. You can also see the specific tailoring time and shipping time on the product page.
We have checked and confirmed that your order is still being prepared.
Once your order is completed, we will arrange for shipment immediately and send you a confirmation email including the tracking number. If you don't receive the confirmation email until the estimated shipping date, please send us an email.
How do I check on the status of my orders?
Please go to "My Account," and select your order number. Then click 'View order details'. The details of your order will be displayed on that page.
There are 4 stages that an order can undergo before it arrives at your address.
Order Placed: means that the order has been placed and is in preproduction.
Order Confirmed means that the payment went through and the order is in preproduction.
Processing means that your order has moved into production and changes can no longer be made. This will be the longest stage an order remains in and generally during this stage, we have no further updates.
All Shipped means that the order finished and is on its way to you! You should be emailed a tracking number for certain orders at this point but if you have not, the tracking number will be listed on the order summary page.
Can I add items from my order?
We are happy that you would like to purchase more from us. Since all the items are prepared after the orders are placed, please, just place a new order on our website first, and then click chat now button or contact us via email, we will help to combine your orders if possible.
Our consultants will inform you of the possibilities.
How to pay unpaid order？
Please follow these steps to pay for your order.
- Login to your account and click the cart icon on the upper right corner of the website.
- Find the product you want to purchase and click "pay" you will be directed to Checkout Page, double-check if all your details are correct, and proceed with the payment.
Where is 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
You can check your order status from time to time
And we will send you a tracking number once your item/s are shipped out.
Can I cancel my order?
Yes, you can, but remember that there will be a cancellation fee.
The cancellation fee of AUD 500 covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order.
What if I need to change my shipping address?
Yes, you can change the shipping address Before Shipment. Please make sure to 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 cannot be updated once the package has been shipped.
I placed my order but did not get a confirmation.
If you placed your order but did not get an email confirmation that the order was placed, don't worry! You may still have an order; you'll just want to try the following to double-check.
Check your spam folder. Our email confirmations can sometimes end up in there.
If you signed in through Facebook or Gmail, check the email linked with that.
Check your bank account to make sure that there is a transaction from Mattia Rossi.
If you still can't find any confirmation that your order was placed, definitely please Contact Us with your full name, email you used for purchasing, phone number, and the address you gave at checkout so we can try to locate it for you.
What if I need to change the size/color?
Our order and shipping systems are designed to send orders quickly and efficiently. It is important to note that our dresses are made to order. The tailoring process begins as soon as an order has been placed.
I ordered a standard size dress, not a custom size. Why is it still taking so long?
Most of our gowns are pre-order and it will take days/months prepare your order