FAQ/ Help Questions

Frequently Asked Questions

Products & Sizing

How do I choose the correct size?

Our wedding dresses are made to order using a universal bridal size chart. We recommend comparing your body measurements to the size chart provided on each product page before placing your order.

If you're between sizes, we recommend choosing one size larger and having the dress professionally altered locally is often the best option.

If you have questions about sizing, our customer service team is happy to help.

Where can I find the size chart?

Every dress includes a detailed size chart on its product page with measurements in both inches and centimeters. We also provide a measurement guide to help you take accurate measurements before ordering.

Do you have a showroom or physical bridal store?

Tulle Lux Bridal Company is an online-only bridal boutique. We do not have a physical showroom or retail location.

Operating exclusively online allows us to offer a larger selection of wedding dresses, veils, and bridal accessories than many traditional boutiques while keeping our prices affordable. Instead of maintaining a showroom, we carefully curate beautiful bridal fashion from trusted designers and ship directly to brides across the United States.

If you need assistance choosing a style, size, or fabric, our team is always happy to answer your questions before you order.

Can I order a custom color?

Some styles may be available in additional colors. Please contact us to check availability. We do not offer color swatches, and colors may appear differently depending on your screen settings and lighting conditions.

Can I order multiple dresses and return the ones I don't want?

Most of our dresses are made to order to help keep prices affordable and reduce unnecessary waste. For this reason, we do not encourage "buy-many, keep-one" purchases and reserve the right to cancel orders placed for that purpose.

If you're unsure about sizing, color, or style, please contact us through Live Chat, email, or our Contact page before ordering. Our product guides are also available to help you make the best choice.

What if an item is out of stock?

Product availability may change. If an item is marked out of stock or unavailable, contact us with the product name or a photo, and we'll be happy to check whether it is expected to become available again.

What if my item doesn't fit?

Eligible returnable items may be returned for a refund (less any applicable restocking fee) so you can place a new order in the correct size.

Please note Return Eligibility is listed on each product page and in our Return Policy.

Returns & Refunds

How do I return an item?

If your item is eligible for return, you must submit a Return Application within 14 days of delivery. Returns cannot be initiated through Live Chat or email.

What items can I return?

Most bridal accessories are eligible for return. Return eligibility is clearly listed on each product page and in our Return Policy.

Do you offer exchanges?

We do not offer exchanges for different sizes, colors, or styles.

If an item is confirmed to be defective, we may replace it in accordance with our Return Policy.

What if I receive a damaged or incorrect item?

Every order is carefully inspected before shipping, and dresses are shipped inside out to help protect them during transit.

If you receive a defective, damaged, or incorrect item, please submit a Return Application within 14 days of delivery. We'll review your request and resolve the issue as quickly as possible.

Can I exchange my item for a different size?

Unfortunately, we do not currently offer size exchanges. If your item is eligible for return, you may return it and place a new order in the correct size.

When will I receive my refund?

Once we receive and inspect your returned item, eligible refunds are processed promptly. Please allow up to 5 business days for the refund to appear on your original payment method, depending on your financial institution.

Are shipping charges refundable?

Most orders qualify for free shipping. If you paid for shipping, those charges are non-refundable.

Do you charge a restocking fee?

Some approved returns are subject to a restocking fee. If applicable, you'll be notified before your return is processed.

Orders & Payments

What payment methods do you accept?

We accept all major credit and debit cards, Shop Pay, PayPal, and Apple Pay.

Do you offer promotions or coupon codes?

Yes. We periodically offer promotional discounts. Contact us through Live Chat to see if any current promotions are available.

Can I cancel my order?

Because many orders begin processing within 1 hour, cancellations are only possible during a limited time after your order is placed.

If you need to cancel an order, please contact us immediately through Live Chat or email. Once processing has begun, cancellations may no longer be possible.

Can I make changes to my order?

Order changes may be possible if your order has not yet entered processing. Please contact us as soon as possible, ideally within 24 hours of placing your order.

My tracking says "Delivered," but I haven't received my package.

If your tracking shows "Delivered," we recommend:

• Checking around your home, mailbox, porch, or garage.

• Asking household members or neighbors if they accepted the package.

• Contacting the shipping carrier to check for a failed delivery attempt.

• Verifying your shipping address with us.

If you still can't locate your package, please contact our customer service team, and we'll be happy to assist.

My tracking number is no longer updating.

Occasionally, shipping carriers transfer packages to another carrier and assign a new tracking number.

If your tracking has stopped updating, please contact us. We'll investigate your shipment and provide the most current tracking information available.