FAQ

📑 Quick navigation

🛒 Order & Account

❓ How can I place an order?

Ordering is very easy:

1. Select your desired dress and size.
2. Click on "Add to Cart"
3. Go to the cart and click on "Checkout"
4. Enter your delivery and billing address.
5. Choose your shipping method and payment method
6. Check your order and complete the purchase
7. You will receive an order confirmation via email.

❓ Do I need a customer account?

No, you can also order as a guest. However, a customer account offers advantages:

• ✅ Faster checkout for future orders
• ✅ Overview of all your orders
• ✅ Shipment tracking directly in your account
• ✅ Managing your addresses
• ✅ Exclusive offers and newsletters

❓ Can I change or cancel my order?

Yes, but only within24 hoursAfter placing the order. Please contact us immediately via email atservice@babyonlinedress.dewith your order number. Unfortunately, we cannot make changes after production has started.

❓ How can I track the status of my order?

After shipping, you will receive an email with your tracking number. You can track your shipment at:

• CNE: https://www.cne.com/en
• International broadcasts:www.17track.net

Will I receive an invoice?

Yes! You will automatically receive an invoice via email after your order is shipped. The invoice contains all legally required information and can be used for your records.

💳 Payment

❓ Which payment methods do you accept?

We accept the following secure payment methods:

• 💳 Credit card (Visa, Mastercard, American Express, Maestro, Discover)
• 💳 PayPal
• 💳 Skrill
• 💳 Apple Pay
• 💳 Google Pay

All payments are SSL encrypted and PCI-DSS certified. For more details, please visit ourPayment methods page.

❓ Is the payment secure?

Yes, absolutely! All payments are processed over encrypted connections (SSL/TLS 256-Bit). We are PCI-DSS Level 1 certified and use 3D-Secure for additional security with credit card payments.

❓ Are additional fees charged?

No!We do not charge any additional fees for payments. The price displayed at checkout is the final price (including VAT, shipping costs, and customs duties). No hidden costs!

❓ In which currency are the prices displayed?

All prices are quoted inEuro (€)shown and are understood to include the statutory value-added tax (19%).

❓ When will my payment be debited?

For most payment methods (PayPal, Skrill, Apple Pay, Google Pay), the amount is debited immediately after the order is completed. For credit cards, the amount is initially reserved and is finally debited upon shipping.

📦 Shipping & Delivery

❓ Where are the dresses shipped from?

All orders are shipped directly from our production and logistics center inChinaShipped. Through direct shipping from the manufacturer, we can offer you high-quality bridal fashion at fair prices.

❓ How long does delivery take?

❓ How much does shipping cost?

❓ Do I have to pay customs fees?

No!We ship according to the DDP principle (Delivered Duty Paid). All customs fees and import taxes are already included in the price. You only pay the displayed price + shipping costs. No surprises upon delivery!

❓ Do you also deliver internationally?

Yes! We deliver worldwide. Shipping costs and delivery times vary depending on the destination country. These will be displayed to you at checkout.

❓ What happens if I'm not at home?

The shipping service provider will leave a notification in your mailbox. You can then pick up the package at the nearest branch or parcel station, or arrange a new delivery date.

🔄 Returns & Exchanges

❓ Can I return my order?

Yes! You have a14-day right of withdrawalfrom receipt of goods. Please note:

• ✅ Items must be unworn, unwashed, and with all tags.
• ✅ Original packaging should be included
• ✅ Contact us before returning for an RMA number

You can find further details in ourReturn policy.

❓ Which items cannot be returned?

The following items are excluded from the right of withdrawal:

• ❌ Custom-made dresses (according to individual measurements)
• ❌ Personalized items (with embroidery, monogram)
• ❌ Item made to order
• ❌ Worn, washed, or altered items
• ❌ Items without tags
• ❌ Sale items with more than 50% discount

❓ Who pays the return shipping costs?

The return shipping costs are to be borne by the customer. Please send the goods insured and with tracking to our German return address (which will be provided after the return request).

Exception:In case of defective or damaged goods, we will cover the return shipping costs.

❓ How long does the refund take?

Upon receipt and inspection of the goods, we will refund you.90% of the purchase price(10% processing fee) within 14 days to your original payment method. The credit to your account may take an additional 3-5 business days.

❓ Do you offer exchanges?

We currently do not offer direct exchanges. Please return the item and reorder the desired item. This way, you will receive your preferred item the fastest.

❓ What should I do with damaged or defective goods?

Please contact usimmediately(within 48 hours of receipt) with photos of the defect. We offer you:

• ✅ Free return (we cover the costs)
• ✅ Full refund (100%, no processing fee) OR free replacement
• ✅ Fast processing within 24-48 hours

👗 Products & Sizes

❓ How do I find the right size?

Each product has a detailed size chart. Please measure yourself carefully and compare your measurements with our chart. If you have any questions about size selection, we are happy to help you!

Tip:Bridal dresses often fit differently than regular clothing. Refer to your body measurements, not your usual dress size.

❓ Are the sizes true to size?

Our sizes correspond to international standards. Please note that bridal fashion is often tailored to fit the body. When in doubt, we recommend the larger size - alterations are easier than enlargements.

❓ Can I order a dress made to my measurements?

Yes! We offer custom manufacturing. Please note:

• Custom-made dresses cannot be returned.
• The processing time may be longer (7-10 business days)
• Detailed measuring instructions will be provided.

❓ Do the colors match the pictures?

We strive to represent the colors as realistically as possible. Please note that colors may vary slightly depending on screen settings. If you have any questions about colors, feel free to contact us.

❓ What materials are the dresses made of?

You can find the material composition in the product description of each dress. We use high-quality fabrics such as:

• Satin, tulle, lace, chiffon, organza
• High-quality embellishments (pearls, crystals, embroidery)

❓ Are the clothes already ironed/steamed?

The clothes are carefully packaged for shipping. Due to the long transport, slight wrinkles may occur. These can be easily removed by steaming or professional ironing.

📏 Custom-made

❓ How does custom manufacturing work?

1. Select "Custom Size" in the size selection
2. Enter your exact measurements (instructions will be provided)
3. Complete the order
4. Your dress will be custom made for you.

❓ What measures do I need?

For a custom-made dress, we need:

• Chest circumference
• Taillenumfang
• hip circumference
• Body size (without shoes)
• Heel height of the shoes you will wear
• Optional: Arm length, shoulder width

We will send you a detailed measurement guide after the order.

❓ Can I return a custom-made dress?

No.Custom-made dresses are excluded from the right of withdrawal, as they are made specifically for you. Please measure carefully!

❓ How long does the custom manufacturing take?

Custom-made dresses have a longer processing time of22-28 working daysplus shipping time.

✨ Care & Storage

❓ How do I care for my wedding dress?

Wedding dresses require special care:

• 🧼 Cleaning:Professional cleaning only recommended.
• 👗 Storage:Hanging in a breathable garment bag
• 🌡️ Storage:Cool, dry, protected from direct sunlight
• ⚠️ Not:Store in plastic, wash by hand, iron without protection.

❓ Can I wash the dress myself?

Not recommended!Bridal gowns are made of delicate materials and embellishments. Professional cleaning is the safest option.

❓ How do I remove wrinkles from the dress?

It is best to use a steam device (steamer). Keep the device at a distance from the fabric. Alternatively, you can hang the dress in the bathroom while taking a hot shower - the steam will smooth out light wrinkles.

❓ How do I store the dress after the wedding?

For long-term storage:

1. Have it professionally cleaned
2. Wrap in acid-free tissue paper
3. Store in a special bridal gown box
4. Store in a cool, dry place.

📞 Contact & Support

❓ How can I contact customer service?

❓ How quickly will I receive a response?

We strive to respond to all inquiries within24-48 hoursto respond (on business days). During peak season, it may take a little longer.

❓ In which languages do you offer support?

Our customer service is available in:

• 🇩🇪 German
• 🇬🇧 English

❓ Do you have a shop?

No, we are a pure online shop. This allows us to offer you high-quality bridal fashion at fair prices, as we have no costs for store rent.

❓ Can I order dresses to try on?

We currently do not offer a special fitting service. However, you can order dresses and return them within the 14-day withdrawal period if they do not fit (please unworn and with tags).

Stand: November 2025 | Frequently asked questions are regularly updated