FAQ

FAQ
  • Shopping FAQs



  • ORDERING


  •   HOW DO YOU PROCESS THE ORDERS?

  • Once the order is placed online, we will verify the information to make sure the shipping information is valid. The process may take 12hrs - 2days. After that, the orders will be packed and sent to its destination. 

  • During this process, we will be sending an email to the customers informing the orders are on its way with the tracking number on it.

  • If an information is incomplete or inaccurate, we will be sending an email to the customers to update the information with us. If we don’t receive any reply for more than 3 tries, the order that was placed will be cancelled.


  •   HOW DO I CANCEL MY ORDER?

  • You may cancel an order by sending us an email at info@eisenge.com. A request must be sent within 12hrs after placing the order on our website.


  •   WHAT IF I TYPED IN THE WRONG INFORMATION?

  • You may also send us an email at info@eisenge.com to update and correct your information. A request must be sent within 12hrs after placing the order on our website.


  •   WHAT PAYMENT METHOD DO YOU ACCEPT?

  • We accept payments via Mastercard, Visa, Paypal, Apple Pay and American express.


  •   HOW SECURE IS MY PAYMENT INFORMATION?

  • We are using Ecommerce platform  that has SSL certificate. All payment information are encrypted and secured.


  • SHIPPING


  •   HOW LONG IS THE SHIPPING?

  • In order to improve the transportation speed and customer experience, We only work with internationally renowned courier companies ( TNT, UPS, DHL, FedEx ).

  • It takes 2-4 days to ship items quickly, and 4-10 days for special destination countries.


  •   HOW MUCH IS SHIPPING FEE?

  • Due to the heavier weight of the wedding dress and the dress, the transportation cost will vary according to the weight of the whole product in the package. For a better customer experience, we decided to only charge you $10, and the rest of the shipping cost will be replenished by us.


  •   I ORDERED 2 (OR MORE ITEMS) BUT I HAVE ONLY RECEIVED ONE?

  • The orders may be sent separately so you should not worry. The other package may be still on its way.


  •   WILL I HAVE A TRACKING NUMBER?

  • Yes. once the order and shipping information is verified, the orders will undergo shipment process and we will email you an update with your tracking information on it. This may happen 3-6 days after placing your order.


  •   I HAVE NOT RECEIVED AN ORDER CONFIRMATION?

  • Often times, it is because the email that was sent to us is mistyped. You can correct it by sending us a request info@eisenge.com. On normal circumstances, we usually send two emails for every order made. One email to confirm the success in placing your order and another to let you know that your package is on its way with the tracking number on it.


  • RETURN POLICY


  • We are sorry if you have to file an RMA ( Return Merchandise Authorization) request. In order to help you to get your return/refund smoothly, please read below policies carefully in advance.


      IF WE SEND YOU THE WRONG ITEM

    In this case,please upload some persuasive pictures or video, once it is verified, you can either send it back to exchange for the correct item or return it back for full refund.


      IF WE SEND YOU THE RIGHT ITEM BUT WRONG COLOR

    In this case,as returning back is too troublesome and cost a lot,if you also like the color we send you and are willing to keep it,we would like to make some compensation for that.

    Please Note: Although we attempt to represent online colors as accurately as possible, we cannot guarantee that the colors shown on your monitor will 100% match the actual garment. Variations of light and reflections on the original photograph as well as differences in computer monitors and printers may make color tones appear slightly different than the actual fabric. So we won't take this as wrong color case,hope you can understand.


      IF THE DRESS IS FINE BUT YOU JUST DON'T LIKE IT ANYMORE

    We do not accept return just because customers do not like the item you received even it is right for everything.

    We do not accept cancellation of orders in the production process, if the cancellation,only get a partial refund. Please check more ( Order Cancellation )

    Note : Custom sizes and custom colors are not returnable ( In any case, custom sizes and custom colors do not provide return )


    WE DO NOT ACCEPT RETURNS IN THE FOLLOWING CASES

    1)Custom-made items

    2)Items that have been worn, changed or damaged like altered,dyed,etc Please contact us first when there is any problem with items you received. Customers must confirm their eligibility for an exchange or return with Customer Service before sending items back. When you return them back, please make sure the items are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.


    PROCESS OF RETURNING

    1) Contact our customer service within 2 days from the day you receive your item. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service. More than two days,We have the right to refuse to return

    2) Once Customer Service has approved your request,they will send a Product Return Form to you. Please fill the form and send it together with the item back to us as soon as possible.

    3) Once received the package,your return will be processed in 3 to 5 business days. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account. Items returned in unacceptable condition we will not be processed as refunds and will be shipped back to you.

    4) All returns costs (customer bears the shipping cost and tax)


    eisenge reserves the rights to deny credit if items returned in unacceptable condition.

    If the problem for return or exchange is caused by yourself, we will not accept the return or the exchange.