FAQ

Based on a detailed analysis of the Lolita fashion e-commerce market, here is a blueprint for a FAQ section tailored for a new independent Lolita fashion website.You could press Ctrl+F, for quick search of your questions, just enter one key word, will be most possibly get a result.

A. Orders & Pre-Orders

Q1: How do I place an order?

A: You can browse our website and select the items you like. After adding them to your cart, you can proceed to the checkout page to complete your payment.

Q2: What is a pre-order, and why do pre-order items take so long to ship?

A: A pre-order is an order placed before an item has been produced. This is a core business model widely used by independent Lolita brands. As many designers are small studios, pre-ordering helps them produce items based on the number of confirmed orders, which mitigates inventory risk and ensures each product meets a high-quality standard. The pre-order time shown on the product page is the estimated production completion time, not the shipping date.

Q3: What if my pre-order is delayed?

A: The production time for pre-orders can be extended for various reasons. This is often related to factory scheduling, quality control checks, difficulties in sourcing specific fabrics or materials, and other factors. We are committed to ensuring you receive a perfect product, so we prefer to wait patiently rather than rush out a flawed item. We will provide regular updates on pre-order progress via our website announcements and social media to keep you informed.

B. Shipping & Delivery

Q4: What are your shipping methods and fees?

A: Our shipping fees are automatically calculated based on the package's weight and destination. For in-stock items, we generally process and ship orders within 1 to 3 business days of receiving your order. For pre-order or handmade items, the processing time will be determined by the estimated production time on the product page, which can often take weeks to months.

Q5: Do you offer international shipping?

A: Yes, we ship to a number of countries. However, due to changing shipping regulations in some regions (such as the UK and EU), we may not be able to ship to those countries at this time. Please check at checkout to see if your country is within our shipping range.

Q6: Will I have to pay customs duties and taxes?

A: Yes. The recipient is responsible for all customs duties, taxes, and any related fees for all international orders. These charges are set and collected by your country and are not related to us. If you refuse to pay these fees, causing the package to be returned or 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 any issues that occur during transit, including loss or damage. If you encounter this problem, we recommend that you contact the shipping carrier immediately to file a claim. Please note that we are a small business and cannot cover the cost of replacing or refunding lost or stolen packages.

C. Returns & Exchanges

Q8: What is your return and exchange policy?

A: We accept returns for items that are unworn, unwashed, in their original packaging, and initiated within 14 days of delivery, for store credit. The returned item must be in new condition; otherwise, we will not be able to process a refund or exchange.

Q9: Which items are final sale and cannot be returned?

A: The following items are final sale and cannot be returned: clearance items, sale items, jewelry, socks/hosiery, and paper goods (such as stickers or magazines). In addition, all international orders are also considered final sale and are not eligible for returns.

Q10: What if I receive a defective or damaged item?

A: We are committed to providing high-quality products. If the item you received has a quality issue, please contact our customer service within 7 days of receipt and provide clear photos. Once the issue is verified, we will provide a solution and will cover the costs of return and reshipment due to a product defect.

D. Sizing & Products

Q11: How do I choose the correct size?

A: We strongly recommend referring to the size chart on the product page. In addition, according to common advice within the Lolita fashion community, for comfort, the bust and waist measurements of the dress should be at least 5 cm larger than your actual body measurements.

Q12: Do you offer custom sizing?

A: Some independent brands may offer custom sizing options during a pre-order period. If an item supports this service, we will clearly state it on the product page.

E. General Questions & Contact Information

Q13: How can I contact customer service?

A: If you have any questions about your order, please email our customer service address. We will respond to your email as soon as possible.