Frequently Asked Questions
How are your prices so low?
House of Brides.com is able to offer our featured collections at up to 70% off retail prices for 2 key reasons. First, we operate at a lower overhead than a retail store. For example, we do not employ a sales staff or alterations department, all of which add to the cost of operation. Since we do not have to accommodate for these costs, we can pass the savings along to our customers. Secondly, House of Brides.com is able to offer exceptional prices due to the high volume of business we do with our designers. House of Brides has six (6) brick and mortar stores and has been in business for over 80 years and is very well established in the bridal industry.
Are you an authorized retailer of the designers on-site?
House of Brides is an authorized retailer of all designers and collections featured on our website.
What is the difference between a special order and an in-stock gown?
Special order gowns are made according to each order we receive from a customer and submit to the designer. We do not keep special order gowns in stock. Likewise, designers also do not stock special order gowns. Special order gowns normally take 10 -16 weeks for delivery from the designer to our location. In-stock gowns are available for quick delivery. We have these gowns in-stock in various sizes and colors on a first-come, first-serve basis. Quick delivery gowns normally take 2 - 6 weeks for delivery depending on availability.
What is the delivery time for orders?
Special orders normally take 10 - 16 weeks for delivery from the designer to our location but delivery is dependent on the manufacturer's schedule. Manufacturers do not guarantee their delivery dates since their production can vary. Ship dates are tentative and subject to change. Quick delivery orders from the Quick Delivery Dresses collections can normally take 2 - 6 weeks for delivery depending on availability.
What is a Rush order?
Most of our designers offer a Rush service for orders that have been placed in a time frame that falls short of their standard production schedule. Rush does not imply that an order will be "rushed" into production ahead of other orders. Rush means, if time permits and the fabric of a particular style is available, our manufacturer will cut the order. Delivery for Rush orders is approximately 4 - 8 weeks dependent on the manufacturer's schedule. The fee for the Rush service is dependent on the designer and will display on the order form and added to your total price. Rush service is not available for all designers.
When should I order?
Special orders take 10 - 16 weeks for delivery from the designer to our location. Quick delivery orders are shipped from our location within 2 - 6 weeks of the purchase depending on availability. Please place your order as far as in advance of your wedding date as possible. By doing so, you will allow ample time for production and shipping. It also affords you a comfortable time frame to accommodate any alterations if necessary. Note: designers periodically discontinue their styles without advance notice.
What is your return policy?
All sales are final and cannot be cancelled at the point of purchase. Due to the special nature of our merchandise, we cannot accommodate exchanges or refunds under any circumstances. In addition, our vendors are unable to cancel or make any changes or modifications to any order once it has been placed. Please be sure of the style, size, color, and any other specifications before submitting your order. Also, standardized dye lots cannot be guaranteed for orders with multiple gown styles.
How can I try-on or see the gowns before I order?
You will need to locate a retailer in your area that offers the designer and particular style you are interested in. House of Brides stores are located in Illinois only and do not carry samples of every style displayed on our website. We strongly suggest viewing the gown before ordering since all sales are final and cannot be cancelled.
How can I see a swatch of the color I'm interested in before I order?
Designers provide retailers with swatch cards for in-store use only. We do not have swatches available to send out to customers. You will need to locate a retailer in your area that offers the designer to view their swatch card. Please note that colors can appear differently on-site since computer monitors do vary. We strongly suggest contacting a retailer in your area to physically view the designer's swatch card prior to ordering for the best determinant.
How do I order?
Ordering Online
To make a purchase online: Click on the product that you would like to purchase; Select size, color and any additional options, Click “Add to Shopping Bag” in the upper right hand corner of your screen to complete the checkout process. If you require assistance,contact our customer service department at 800-395-1240.
Phone Orders
To order by phone, please contact our toll-free number at 800-395-1240 or International customers contact 00-1-630-613-2360. A customer service representative will be happy to assist you. Se habla espanol.
M 9 a.m. - 9 p.m. CST
Tu-Th 9 a.m. - 7 p.m. CST
Fr 9 a.m. - 5 p.m. CST
Sa 10 a.m. - 5 p.m. CST
Fax or Mail Orders
To order by fax or mail, please print and complete the customer order form located on the bottom (footer) of our homepage. Order forms can be faxed to 630-629-4066 or mailed to:
House of Brides
Order Department
1184 Roosevelt Road
Glen Ellyn, Illinois 60137
Email Orders
Email your order to orders@houseofbrides.com. Be sure to include the following information: name, billing/shipping information, phone number, event date, designer, style number quantity, color, size, additional options and payment info.
Can I order directly from the designer?
Designers only accept orders from authorized retailers such as House of Brides and will not accept orders directly from a customer. Designers also do not communicate directly with customers regarding order statuses. Order information is only given to authorized retailers.
How do I pay?
The payment of your order is due in full at the point of purchase. We do not offer any payment or lay-away programs. House of Brides accepts all major credit cards including Visa, MasterCard, Discover, and American Express. We also accept personal checks, money orders, or cashiers checks for mail-in orders only. Be sure to mail the order and payment together at the same time. All mailed personal checks, money orders, or cashiers checks should be made payable to: House of Brides. House of Brides also accepts PayPal payments.
House of Brides cannot refund any portion of your payment or accommodate any exchanges. Once your order has been submitted, our vendors are unable to make any changes or modifications relative to style, size, color, or specific length on an order.
Is there a charge for sales tax?
There is no charge for sales tax on all orders shipped outside the state of Illinois. Illinois customers are subject to 8.25% sales tax.
How do I decide what size to order?
Each manufacturer offers their own size chart, which reflects how they cut their sizes. Please see Size Charts on our site. It is important that you follow the individual designer's chart to decide your size. Keep in mind that the measurements are taken to determine the closest size to be ordered and that the garment will not be custom-made to the exact measurements. Almost every gown will need some type of adjustment. Prior to selecting
your size to order, we suggest reviewing the information provided in How to Measure. The designer will be unable to accommodate any changes to the size once the order has been placed. The customer is responsible for the size ordered and or whether or not to order special length. House of Brides cannot assume any responsibility for measurements. We are unable to assist in measurements or the selection of a size.
Can I order fabric?
We accept fabric orders in additional to a dress order. Most designers offer their fabric at an additional fee per yard. The minimum amount to order is 1 yard after, which you may order full yards. To place a fabric order, please contact a Customer Service representative at 1-800-395-1240 for pricing and order instructions. Please be aware that fabric orders are not cut at the same time as the dress order and may be cut from a different bolt of material, which can result in dye lot variation.
How will I be notified of my order status?
Upon submission of your order, allow 3-5 business days for us to receive Order Confirmation from the designer. Upon receipt of Order Confirmation, you will receive notification from House of Brides via email.
What if my payment is declined?
Orders are not processed if the payment is declined. It is the customer's responsibility to contact the Customer Service Department if their payment is declined. We will then verify the payment status and instruct our customer to resubmit the order.
How can I check the status of my order?
We notify our customers by email at various points of the ordering process. We suggest referring to these emails first regarding your order status. If you need additional information, we welcome you to contact our Customer Service Department for assistance. To check the status of an order, please call 1-630-613-2363.
Why can't I get an exact shipping date instead of an estimated shipping date?Manufacturers do not guarantee their ship dates since their production can vary. Ship dates are tentative and subject to change. Manufacturers provide retailers with an estimated shipping date, which we in turn provide to our customers. House of Brides implements a state of the art computer generated expediting system for all the orders we place. This program allows us to follow up and update the progress and tentative ship dates of every order on a routine basis. We have on-staff expeditors assigned to affect this process on a full-time schedule.
Do you ship outside the U.S.?
We ship Worldwide! Orders shipped outside the continental U.S. are sent via the United States Post Office Global Express Mail. Shipping charges are dependent on the postal code and will display during the online ordering process. Please note our shipping rates cover our cost to ship a large box to other counties. It does not cover any customs or duty charges imposed on the receiver of the package.
How long is shipping from your location to me?
Orders shipping from our location normally take 5 - 10 business days for domestic delivery. International delivery can take 7 – 14 days for delivery. This may vary according to the United States Post Office's schedule. Note delivery may run faster than these time frames and the customer will be notified by the email shipping confirmation.
Can I request upgraded shipping?
You may select upgraded shipping on our online order form or by calling 1-630-613-2360. Please note expedited delivery refers to the shipping from our location to your specified shipping address. It does not affect the time frame for the designer to deliver your order to our location.
Orders with expedited delivery are shipped USPS Express only. The charge is dependent on your zip/ postal code and will display at Checkout.
Can I pick up my order at one of your stores?
Your order is shipped directly to our distribution center. Unfortunately, orders cannot be picked up at House of Brides store locations
Can I have alterations at House of Brides?
We do not provide alterations for online orders. We suggest contacting a professional seamstress/ tailor in your area experienced in bridal and formal gowns.
Do you offer further discounts?
We offer our collections at up to 70% off retail prices. Plus, shipping within the continental U.S. is free for orders $300 or more and free shipping to Canada and Europe for orders $800 or more. Check our site for other special promotions.
What if I don't see the designer or product I'm interested in?
We will make every effort to find you the product you are looking for, if you do not see what you are looking for on our site call 1-800-395-1240 and a customer service representative will be happy to assist you.
Can I receive a swatch?
Designers provide retailers with swatch cards for in-store use only. We do not have swatches available to send out to customers and are unable to request any from the designer.
Can I have a picture of the gown?
The available pictures are as posted on our website. We do not have additional pictures to send out to customers.
Are these used dresses?
All gowns and products are new authentic merchandise obtained directly from the designer. We do not accept or offer resale items.
Do you have locations outside Illinois?
House of Brides has six (6) stores in Illinois. We are not affiliated with any other stores.
How do I contact Customer Service?
For general inquiries or to check the status of an online order, please call Customer Service at 1-630-613-2363 or email info@houseofbrides.com.
Still have questions?
We suggest viewing Terms & Conditions for additional information or contacting a Customer Service representative at 1-630-613-2363.
