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    Customer Care

    FAQ

    1.Why the processing time is so long?
    Sorry to confuse you. Since our products are made to order, we need some days to prepare it and another 2-6 days to ship it. Your understanding will be highly appreciated. You can also see the specific tailoring time and shipping time on the product page.
    2.Can I add or remove items from my order?
    We are glad that you would like to purchase more from us. Since all the items are prepared after the orders are placed, please place a new order and pay for it on our website first, and then do remember to click chat now button in our main page or you can click contact us to submit a ticket to us, we will help to combine your orders. If you want to move something from your order, please contact us via email.
    3.How to pay unpaid order?
    You may refer to following steps to go to pay for your order.
    1) Login to your account and click "My Orders".
    2) Find the unpaid order, click "Proceed to pay" to go to the Checkout Page.
    4.Where is my order?
    Once you place an order, it will take us some time to either process or make the requested items before the order ships out to you.   
    Estimated Receiving Time = Processing Time + Shipping Time
    If you've already placed an order, your estimated delivery date is in your Order Confirmation email. 
    Once your order has been shipped, we will email you a confirmation and tracking number with updated delivery information. 
    If your estimated delivery date has passed and you order hasn't been delivered, please Contact Us for further help.
    5.When will you ship my order after I order it?
    Before your order is shipped, Cocosbride.com has to process your order and put all your items through its strict quality control tests. Because of this, Total Delivery Time is different from shipping time alone.
    Total Delivery Time = Processing Time + Shipping Time
    6.Why it shows that my tracking number is invalid?
    If it happens, there might be two reasons:
    1)When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 days) to see any activity once it has shipped out from our end.We suggest you wait few days more.
    2)Or you will need to get the destination tracking number for some shipping methods. You can get the new tracking number when you track at the link sent to you in the confirmation email. If you still cannot find the updated tracking number, please contact us. We are willing to assist you on this issue.
    7.What can I do if I did not receive but tracking says delivered?
    Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Please also contact your local post office or shipping company with the tracking number. In some cases, post offices may require customers to collect parcels in person for international deliveries. If you still cannot find your package, please feel free to Submit a ticket.
    8.Why my package status did not update for several days?
    For an unshipped order, if it is in production stage, there will be no further updates until the order is completed.
    For shipped orders, sometimes it takes several day for the tracking information to be updated. If your shipment is from our international warehouses and is in transit or clearing customs, the information will not be updated until it reaches next shipping station (may require 3-7 days).
    Sometimes the shipping company has not updated the package information. We suggest you wait a few more days.
    9.You shipping fee is too high?
    We are always working with the most trustful delivery companies and the shipping cost depends on the weight of the items you order, the shipping method you choose and the delivery destination. Considering the competitive price of our products, it's still quite cost-effective to purchase from us. We sincerely hope you could have a try and we will never let you down.
    10.A Note Regarding Coronavirus (COVID-19)
    Dear customers,
    With the increasing concern about Coronavirus (COVID-19), we want to inform you that Cocosbride is closely monitoring news and reports from the Centers for Disease Control (CDC) and we are taking precautionary measures to ensure the health and safety of our customers and employees.
    We understand that this could be a stressful time for our customers since the COVID-19 outbreak. Our customer service team are doing our very best to demonstrate our commitment and provide you the best assistance, and we want to ensure you our focus is to assist you promptly. Please be assured that we will answer to each one of you as soon as we can. Thank you for your patience and comprehension.
    Our delivery is currently continuing as usual. Plus, we are working hard to make deliveries as safe as possible. However, some carriers are experiencing delays on their end so once your order does ship, be sure to keep a close eye on your tracking.
    For new purchases, we will make and send the items according to the tailoring time and shipping time indicated on our website.
    We need to stay united during these tough times, and we appreciate all our customers' efforts. We want to express our best wishes to you.
    Thank you for your time, patience and understanding.
    Love from all of us
    Cocosbride team
    11.What is your return/exchange process?
    You may need to Contact US to initiate the return process within 14 days upon receiving your items. Our after-sales department will handle the issue thereafter.
    12.Can I return a standard-size dress?
    All of our dresses are made to order and it's hard to reuse. So normally we cannot accept return. Hope you understand it.
    13.Where is my refund?
    Refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment. 
    It generally takes us up to 3 business days to process a refund and then it can take your bank some additional time to get the funds back into your account. Once the refund is processed on our end, we will email you a confirmation.
    For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. This can take up to 3 business days but may take longer during our busy time of year (January - March).  
    It usually takes 3-10 business days for the funds to be credited to your account, depending on your bank or payment service. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.Your bank or payment service may levy a small transaction charge.
    All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
    In the unlikely event that you haven't received an email after the timeframe shown above, please Contact Us, and we'll get back to you as soon as possible.
    14.I returned the package. When can I receive my refund?
    For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. This can take up to 3 business days but may take longer during our busy time of year (January - March). 
    It usually takes 3-10 business days for the funds to be credited to your account, depending on your bank or payment service. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.
    In the unlikely event that you haven't received an email after the timeframe shown above, please Contact Us, and we'll get back to you as soon as possible.
    15.I failed to pay with my Credit or debit card?
    possible reasons for the failure of the payment might be:
    1) Incorrect or incomplete card/account information
    2) Inadequate credit or account balance
    3) Your card is not set up for global online transactions
    4) Authorized or default online transaction limit is too low
    5) Technical problems with the payment system
    We suggest you:
    1) Double check your card/account information to make sure it is correct
    2) Use a different card or payment method
    3) Contact your bank/service provider to enable related functions (e.g. global online payment) or get more details
    If all the above suggestions cannot help you solve the problem, we suggest you use PayPal to complete your payment because PayPal is very fast and it can ensure the safety of your money.
    If you have a PayPal account, please choose PayPal to complete your payment. If you don't have a PayPal account, you can also pay via PayPal. (You don't need a PayPal account for this) Simply choose Paypal from the payment methods at the checkout page and provide your card information in "Pay with a debit or credit card " option, then you can pay with your card also.
    16.Do you offer Cash on Delivery (COD)?
    We are sorry that we cannot provide that service now. As a formal and reliable company, we always prepare items with high quality and also cooperate with trustworthy delivery companies such as DHL, UPS, Aramex and Post Office to ensure the safety of parcels.
    After placing the order, you can check the order status on our website or email us for details at any time. Once your order is shipped, a confirmation email including the tracking number will be sent out so that you can track the parcel on the corresponding delivery company website.
    17.Could we get color swatches to see what the colors look like in reality?
    Yes, color swatches are just $2 each. They take anywhere from 2-10 business days to arrive.
    18.Will my item be exactly the same color as what is shown on your website?
    Our color charts online have been adjusted to display color as close as possible to the color of the actual fabrics. However, camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual fabric. Colors are subject to the actual dresses you get. We suggest you order a fabric swatch to view colors in person.
    19.What is the best way to choose my size?
    Please kindly refer to our Size Chart to choose the correct size.
    If your measurements align with our size chart, I suggest you choose standard size.
    If your measurements cannot be found in the size chart, I recommend you choose custom size to ensure the dress fits you.
    20.Why choose Cocosbride?
    Cocosbride is a global online retailer. Our innovative approach brings you the best in formal wear at affordable prices – and our in-house designers have created a wide range of looks to have you dressed to impress anywhere, anytime. All our dresses are made-to-measure by our expert tailors to ensure the perfect fit, just for you. We pride ourselves on being socially and environmentally conscious - our made-to-order model means the fabric and other materials used don’t go to waste. We work in close, fair partnership with our tailors.
    21.What's your address?
    Our office is located in Hong Kong and our factory is in China mainland where the products will be sent from.
    As one of the leading online suppliers of dresses and accessories, our products have enjoyed great popularity throughout the world. Each of our products is made strictly according to the pictures and with high quality. And the finished products will go through a series of inspections before they are sent to you. You can rest assured about that.
    22.Do you have a store?
    We are sorry but currently we do not have any physical stores. As an e-commerce company, we just do business online. You can see the products on our website and place the order. We will make the products for you once your order is confirmed.
    23.Can I change the design of a dress?
    We can do custom made. And you can contact us for more information.
    24.Is it safe to order from you?
    One of the most secure online system is applied to our website to protect your personal information against unauthorized use.
    We are a member of BBB (Better Business Bureau) which is a nonprofit organization focused on ensuring fair and equal transactions between consumers and businesses.
    We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
    25.Will you save my personal information?
    We respect your privacy and keep your personal information confidential.
    When you visit our site, the information collected is stored by your browser, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.
    26.How do I unsubscribe from your newsletter?
    We’re sorry to see you go but if you need to unsubscribe from our newsletter, we completely understand.
    You can either unsubscribe by clicking the "click here" button at the bottom of each email we sent you or you can  just email us your account email address and we'll take care of the rest. 
    Please keep in mind that if you still have an account and an active orders from us, you may still get emails about that order (such as notification that it has shipped).
    27.Why can’t I log into my account?
    There could be several reasons.
    1) Most of the time is that you have entered the email address or password incorrectly.
    2) If you signed in with email the first time, you will need to click the button to log in.
    3) If you still can't log in, please click this link to reset your password. We'll then email you a link directly to your registered email address to reset your password.  
    We recommend checking your junk and spam folder if you're having trouble finding it.
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