Frequently Asked Questions

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 - 24 weeks for delivery from the designer to our location. Quick delivery gowns normally take less than 5 weeks for delivery depending on availability. Ships Now and Immediate Delivery gowns ship as quickly as 7 business days.

What is the delivery time for orders?
Special orders normally take 10 - 24 weeks for delivery from the designer to our location but delivery is dependent on the designer's schedule. Designers 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 less than 5 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 designer will cut the order. Delivery for Rush orders is approximately 4 - 8 weeks dependent on the designer'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 - 24 weeks for delivery from the designer to our location. Quick delivery orders are shipped from our location within 5 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 designers 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.

All merchandise must be inspected immediately.  If there is a defect in the merchandise the customer must contact House of Brides.com within 5 days of receiving the merchandise.  House of Brides.com must verify the defect or damage prior to issuing any refunds.  Any dress altered or changed prior to the inspection will not be allowed for a return or refund of any kind.

How can I try-on or see the gowns before I order?
You will need to locate an authorized retailer in your area that offers the designer and particular style you are interested in. 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 an authorized 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 an authorized 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 the size, color and any additional options; click “Add to Cart” in the upper right hand corner of your screen to complete the checkout process.  If you require assistance, contact our Customer Service Department Monday - Friday 9:00 am - 5:00 pm CST at 1-630-827-0500.

Phone Orders
To order by phone, please contact us Monday - Friday 9:00 am - 5:00 pm CST at 1-630-827-0500 or International customers contact 00-1-630-827-0500.  A Customer Service Representative will be happy to assist you. 

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.com 
Order Department
1184 Roosevelt Road, Suite B
Glen Ellyn, Illinois 60137

Email Orders
Email your order to [email protected]  Be sure to include the following information:  full 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 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 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.com accepts all major credit cards including Visa, MasterCard, and Discover. We also accept personal checks, money orders, or cashiers checks for mail-in orders only. Please 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.com. House of Brides.com cannot refund any portion of your payment or accommodate any exchanges. Once your order has been submitted, our designers 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?
All orders shipped to an Illinois address are subject to an 8.25% sales tax.

How do I decide what size to order?
Each designer 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 not be able 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.com 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 1-630-827-0500 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.

What if my payment is declined?
Contact our Customer Service Department at 1-630-827-0500 and a representative will assist you with alternative payment options.

How can I check the status of my order?
Login to your account at www.houseofbrides.com, contact a customer service representative at 1-630-827-0500, or click on Live Chat.

Why can't I get an exact shipping date instead of an estimated shipping date?  
Designers do not guarantee their ship dates since their production can vary. Ship dates are tentative and subject to change. Designers provide retailers with an estimated shipping date.  House of Brides.com 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 1-630-827-0500. 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 Couture store locations

Can I have alterations at House of Brides Couture?
House of Brides Couture salons provide alterations for House of Brides.com online customers. Customers must contact the salon of their choice to set-up an appointment with their Alterations Department. Please be aware the salons will give their customers appointment preference so we strongly suggest scheduling your appointment as far in advance as possible. Alterations charges are dependent on House of Brides Couture salons. Please contact the salon for pricing. Please remember to bring your order receipt with you to the appointment. All alterations charges are due at the first fitting.

Do you offer further discounts?

 We offer our collections at up to 80% off retail prices. Plus, free shipping and no sales tax excluding Illinois. Check our site for other special promotions. 

What if I don't see the designer or product I'm interested in?