FAQ

1. HOW DO I PLACE MY ORDER?

It's easy! Simply select your preferred style on the product page and click the “Add To Cart” button. Follow the simple steps to complete your order, and we'll take care of the rest. We'll notify you once your order is on its way!

2. MY TRACKING NUMBER ISN’T WORKING

If your tracking number isn't providing updates, don't worry. Sometimes it can take 1-2 days for tracking information to appear in the shipping carrier's system. In rare cases, the shipping carrier may misplace an order. If your tracking number still isn't working after a few days, please contact the shipping carrier. Rest assured, we'll do our utmost to assist you in resolving any issues.

3. ACCOUNT RELATED

1). Should I create an account before making a purchase? 

While creating an account is optional, we highly recommend it for the best shopping experience. Sign-up is quick and easy, and as a member, you'll enjoy exclusive benefits! If you prefer not to create an account, you can still shop and checkout as a guest.

2). I forgot my password, how do I reset it?

No worries! To reset your password, simply click “Forgot password” on the sign-in page. You'll receive instructions via email on how to reset your password. If you need further assistance, please reach out to our Customer Service at emmabridess@hotmail.com.

4. HOW SECURE IS MY PERSONAL INFORMATION?

Your security is our top priority. We utilize industry-standard encryption protocols to safeguard your personal information during checkout and purchase. Your credit card details are encrypted using secure socket layer (SSL) technology, ensuring they're protected during transmission. Rest assured, your credit card information is only used to process the requested transaction and is not stored thereafter.

 5. SIZE & FIT

1). How do I find the right size?

 Refer to our Size Guide to determine the best fit based on your measurements. For personalized sizing assistance, feel free to contact our Customer Service at emmabridess@hotmail.com. We're here to help you find the perfect fit!

2). Why are there different size charts on the website?

To enhance your shopping experience, we continuously gather feedback from customers and update our size charts accordingly. If you have any questions about sizing or need assistance selecting the right size, please don't hesitate to reach out to our Customer Service at emmabridess@hotmail.com.

6. PAYMENT ISSUES

1) What should I do if my card is declined?

To ensure your order is not declined when placing a new order we suggest the following: 

- Check the card details on your account to make sure the information is correct.

- Make sure you enter the security code correctly - that's the three-digit number on the back of your card.

Your credit or debit card company may have declined your payment. If this is the case, you will have to discuss directly with the issuing card company to find out why as we have no access to this information.

- As an alternate solution, you can try paying with a different card.

If you've tried the options above and are still having problems, contact our Customer Service with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.

2). What should I do if there is a payment error? 

If you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.

3). Can I use more than one coupon code on my order?

At this time, only one promotion can be applied per order.

4).What do I do if my coupon isn't working?

If your coupon isn't working, please feel free to get in touch with our Customer Service for assistance. Please keep in mind:

- Only one coupon code can be used per order.

- Conditions of each promotion vary, so make sure you check the details provided when you receive any codes.

 7. ORDER RELATED

1). Can I cancel or change my order?

Your order can be canceled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return or exchange by following our Return Instructions after you receive it within 30 days of delivery.

For expedited assistance, please contact our Customer Service via online chat or emails within 12 hours after the order was placed. 

2). How can I find my order information?

You can log into your account on our website to view your order history. You can also review the order information in the confirmation email that was sent to you at the time of purchase.

For further assistance, feel free to reach out to our Customer Service emmabridess@hotmail.com.

8. DELIVERY

1). How long does shipping take?

Please allow 1-3 business day to process in addition to the shipping times. For more information on shipping time, please view the shipping policy.

2). If my order is delayed, what should I do?

If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Service. We'll be more than happy to help!

3). Can I have my order redirected to a different address if the package shipped? 

Please note that once your order has been shipped and in transit, we will not be able to update the shipping address.

If the original address is valid, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.

If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Service with the order number. We'll be more than happy to help!

4). How do I track my order?

After the order is shipped, you will receive an email with tracking information. After the order has been paid, please pay attention to check your e-mail, we will send a confirmation e-mail for the shipment of the goods. If not, please contact our Customer Service at emmabridess@hotmail.com.

5). What should I do if I never received my order?

Please verify all of your shipping details are correct. If you find that your details were filled out incorrectly or need further assistance, please contact our Customer Service with the order number and we'll be happy to help.

9. RETURNS AND REFUND

Please view the return and refund policy. If you have any problems, please contact our Customer Service with the order number and we'll be happy to help.