A. Orders & Pre-Orders
Q1: How do I place an order?
A: Simply browse our collection and select your favorite pieces. Add them to your cart and proceed to the checkout page to complete your payment.
Q2: What is a pre-order, and why do they take so long?
A: A pre-order is placed before an item is produced.
The Model: Many independent Lolita designers are small studios. Pre-ordering helps them produce items based on confirmed numbers, reducing waste and ensuring high-quality standards.
Timeline: The date on the product page is the estimated production completion time, not the shipping date.
Q3: What if my pre-order is delayed?
A: Production can be extended due to factory schedules, strict quality control, or fabric sourcing difficulties. We prioritize perfection over speed. We will provide regular updates via our website announcements and social media.
B. Shipping & Delivery
Q4: What are your shipping methods and fees?
A: Fees are calculated based on package weight and destination.
In-stock items: Processed and shipped within 1 to 3 business days.
Pre-order items: Processing time depends on the production timeline (weeks to months).
Q5: Do you offer international shipping?
A: Yes! We ship to many countries. However, due to changing regulations, some regions may be restricted. Please check your eligibility at the checkout page.
Q6: Will I have to pay customs duties and taxes?
A: Yes. The recipient is solely responsible for all customs duties and taxes.
Note: If you refuse these fees and the package is returned/destroyed, you will be responsible for all resulting costs and may not receive a refund.
Q7: What if my package is lost or delayed?
A: Once a package leaves our warehouse, we are no longer responsible for issues during transit.
Action: Contact the shipping carrier immediately to file a claim. As a small business, we cannot cover the cost of replacing or refunding lost/stolen packages.
C. Returns & Exchanges
Q8: What is your return and exchange policy?
A: We accept returns for store credit only.
Conditions: Items must be unworn, unwashed, in original packaging, and initiated within 3 days of delivery. Items must be in "New" condition.
Q9: Which items are Final Sale?
A: The following items CANNOT be returned:
Clearance & Sale items
Jewelry, Socks/Hosiery, and Paper goods
All International Orders (Considered Final Sale)
Q10: What if I receive a defective or damaged item?
A: If there is a quality issue, contact us within 3 days with clear photos.
Once verified, we will cover return/reshipment costs to fix the error.
D. Sizing & Products
Q11: How do I choose the correct size?
A: Always refer to the size chart on the specific product page.
Pro-Tip: For the best fit, your dress measurements should be at least 5 cm larger than your actual body measurements for comfort.
Q12: Do you offer custom sizing?
A: Only some brands offer this during pre-order periods. If available, it will be clearly stated on the product page.
E. General & Contact Info
Q13: How can I contact customer service?
A: For any questions regarding your order, please email our customer service address. We aim to respond as quickly as possible!
