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FAQ

Order & Payment Shipping & Returns Other Questions

Order & Payment

  • F: What are your payment options?
A:We accept payments from Paypal,Worldpay and Stripe.
PayPal accepts pay by Paypal.
Stripe accepts payments by ApplePay and credit cards (including VISA, MASTER, DISCOVER, AMEX, JCB, and DINER Club).
WorldPay accepts Visa, MasterCard, Visa Debit and MasterMoney.

  • F: How to order?
A:After you picked favorite items, then, please click 'Buy it now' and enter your personal information as required. Then, click 'Confirm & check out'. More details please click here.
To order custom size costume please click here
  • F: Do you accept mail order?
A:No. We do not accept mail order to make sure we can manage every due at the time.
  • F: I paid already, but the order status still showing 'waiting for payment', why?
A:Our billing department will check & confirm all orders & payments in weekdays (Monday to Friday) only, so if you made the order in weekends, please don't worry about it and just wait until Monday's order confirmation procedures.
  • F: What can I do if I supply the wrong information like size and mailing address?
A:It's terrible, right? We often start making your order within 2 days when we receive your payment. Once the project starts, the order can't change any more.
If you realize the information is wrong, please contact us as soon as possible. For the mailing address, please send us your order number, the new address to support@LolitadressShop.com, our staff will update the information.
  • F: How can I get Lolitadressshop coupons?
A:There are 2 types of coupons for all Lolitadressshop customers. If you are new to Lolitadressshop, we are afraid you can only get coupons after you made at least 1 order from us.
Coupon Type 1: get coupons (5 USD / 30 USD) after you completed & received an order from Lolitadressshop.
Coupon Type 2: get coupons (10% OFF) if you send us your cosplay photo (that is wearing Lolitadressshop costumes, wigs or accessory). For further details, please visit 'Share my cosplay photos with Lolitadressshop members worldwide'.
P.S. If you share your cosplay photos (that is wearing Lolitadressshop costumes, wigs or accessory) in your blog or websites, you can tell us and we will give you the Coupon Type 2 as well. n_n
  • F: What are the coupon restrictions?
A:For the coupons, there are two types of Lolitadressshop coupons.
1: If the condition is 'Purchase over $200, get $30 off', that means the order total price (not including shipping) is over US$200, then you can input the coupon code and get US$30 off from that single purchase.
2: If the condition is 'Purchase over $70, get $5 off', that means the order total price (not including shipping) is over US$70, then you can input the coupon code and get US$5 off from that single purchase.
* Every coupon can be used for once only; and a coupon will be expired after 6 months (after you activated the coupon code).
* Please check ‘why can not use coupon’ for all coupon restrictions.
  • F: How to use Lolitadressshop coupons?
A:You can use coupons whenever you want to. After you picked your favorite items, then, please click 'Buy it now' and enter your shipping information as required. Then, enter your coupon code into the blank under ‘total price’ and click ‘use coupon’ will be okay. Click here for Step-by-step guideline.

Shipping & Returns

  • F: What are your shipping costs?
A:We offer free worldwide shipping; we will ship by Standard shipping automatically, which will take about 20-30 days for the package travel from our office to your mailing address.
For some accessories and special offers, customer should bear the shipping cost.
  • F: How long will it take for orders to arrive?
A:It's different:
For dress, it will take 15–20 working days to customize your dress by professional dressmaker.
For Wigs and accessories, we can ship out it in 2-7 days.
Also, it will take 20-30 days for the package travel from our office to your mailing address.
  • F: How about the delivery time?
A:All of our products include free worldwide shipping. Estimated delivery time is between 20-30 days by Standard shipping automatically.
  • F: What does 'one-time shipping' means?
A:All shipping fee LolitadressShop charged is the shipping fee for one-time shipping only.
*If the order is separated into 2 packages (not customer responsibility), the second delivery method will be changed to Standard shipping automatically. Customers can pay extra shipping fee to upgrade their second delivery method.
*If the order have to be sent twice (responsibility is on customer side), then customer will need to pay the shipping fee for the second delivery.
  • F: If I find the dress doesn't fit my body size, can I send it back for another one?
A:It's really a rare case! We make the dress according to the criteria you supply. We suppose your body size will not have a sharp change within few weeks, right?
Frankly, we offer a refund when something happens including:
1.We make a mistake. The size of your dress doesn't match the criteria you submit. Refund! No question asks.
2.Quality problem.
*Be sure you supply the right information of your body size before ordering the dress. If the options of default size (S, M, X, XL…etc) cannot match you, please
1.Measure your body size
2.Choose “Custom size”
3.Submit the information.
Then we will tailor-make the dress according to your information. There is no extra fee for customized size dress.
  • F: I need to ship these to two different addresses. Can I combine them into one order to save on shipping?
A:Unfortunately, shipping is charged per package, so all orders going to a separate address must be placed separately and shipping must be charged for each one.
  • F: What is your tax policy?
A:In order to minimize customers' costs, we will write a low value description on our shipment package; so that you do not need to pay extra tax.

Import Notice: Buyer is responsible for any import taxes charges (if any), at destination port. Buyer will be responsible for paying return shipping costs - for any shipment that is not accepted due to refusal to pay import fees. We can send your order with a low value invoice to help you avoid or reduce these costs, but it is not a guarantee.

LolitadressShop has no control over import charges and does not have responsibility for the package meeting local customs taxes. When ordering from our site, you are considered the importer and must responsible for the import tax or any additional charges. You should contact your local customs office for further information because custom policies are different from country to country. If the package is subsequently returned to us, you will be responsible for the return shipping charges and the transaction fee of the total product purchase. Then the rest of the money will be refunded to you after we get the package back.
  • F: Returns & Refunds.
A:We only accept refunds for accessories and wigs, dress are unable to be returned and exchanged. Returns must be made within 14 days of receiving orders. We will offer 100% refund only of products which are defected, or sent by mistake.
We don't accept refunds for customize dress, our dressmaker will start customizing the dress for you within 2 days after receiving your payment, it's impossible to cancel an order. Please make a careful decision.

Click 'Refund & Return Policy' for all details.
  • F: Why my package is delivered to the wrong address?
A:Please double confirm your shipping address left in LolitadressShop "Order Confirmation Page" is correct. We will ONLY send packages to the address left in our LolitadressShop Order Confirmation Page.
*LolitadressShop will NOT use other shipping addresses (including the shipping information left in CCNow's, WorldPay and Paypal order page), please make sure your mailing address in our Order Confirmation Page is correct after paid.
  • F: Can I get refund if the package is delivered to the wrong address?
A:1. LolitadressShop will ONLY able to proceed refund if we sent the package to the wrong shipping address (which means our package shipping address does not match the shipping address in LolitadressShop "Order Confirmation Page").
2. LolitadressShop will NOT able to proceed refund if we sent the package to the correct shipping address (which means our package shipping address match the shipping address in LolitadressShop "Order Confirmation Page").
  • F: How to check delivery status?
A:Once we ship your package, we will send you a delivery notification email (including tracking link & tracking number) directly; or, you can simply click 'Track Order' to check your order delivery status.
  • F: What is the refund & return procedure?
A:Please check the dress size you received, take few clear photos showing the size (chest, waist & hip, in cm) of that dress, and visit our Support Center, choose category 'Return & Refund' and submit the ticket with your order number, dress size received and attached with those photos. Then, we will help you directly.

*If we sent wrong size dress or items (compare to the LolitadressShop order details) or defected items, we will responsible for it. If you order wrong size dress or items, and found it doesn't fit you or you don't like them, after received it, we are afraid we cannot issue refunds.
  • F: For standard shipping,If the package weighs more than 2kg ,we will upgrade to the shipping method to Express.
A:*Since the 2kg is the maximum package weight for Standard Shipping, when the package was over 2kg,we will upgrade to shipping method to DHL/Fedex/EMS according to country and the actual shipping fee.
*With the change of the shipping method ,the risk of Custom & Tax will be change.But LolitadressShop still does not have responsibility for the package meeting local customs taxes.

Other Questions

  • F: How to contact you?
A:Please feel free to contact us by submitting a ticket in our Support Center.
  • F: Why my ticket has no reply for 2 days?
A:During weekends, LolitadressShop tailors, billing department, legal department, shipping department are all services closed; but we will provide limited Customer Support for replying customers' tickets about general issues. n_n
  • F: How to add the product into my favorite list?
A:You can add the item on the favorite list anytime you want. After you picked the item, then click 'Buy it now', you will see there is a 'Add to favorite' button in shopping cart, you simply click it and login will be okay. Click here for step-by-step guideline.