Online help

Orders

1. How do I place an order?

To place your order, simply follow the steps as shown below:
1. Go to the item page.
2. Choose your preferred color and size (if applicable).
3. Click "Add to Cart"
4. Review that everything is correct and click "Checkout".
5. Go to the checkout page.
6. If you're a registered customer, sign in first. If you're a new customer, checkout as guest now.
7. Fill out all shipping and payment information.
8. Click "Place Order"
You'll be taken to a confirmation page that will give you an order number and you will be emailed a confirmation once the payment has processed. Please be sure to read all emails from us carefully.
If you need further guidance or run into any issues when placing your order, please Contact Us, and we'll get back to you as soon as possible."

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2. I ordered a standard-size dress, not a custom-made one. Why is it taking so long?

All of our dresses are made to order, whether you ordered a standard or custom size, both require tailoring time. Tailoring Time is displayed on each dress's product page.
If you've already placed an order, your estimated delivery date is in your Order Confirmation email. Or you can find it on the Order Details page via this link.
Once your order has been shipped, we will email you a confirmation and tracking number with updated delivery information. Alternatively, you can retrieve the tracking number on the order details page via this link.
If your estimated delivery date has passed and you order hasn't been delivered, please Contact Us for further help.

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3. How can I track my order status?

1. You can log in our website with your email and track your order status in "My orders" if you placed the order under your resigerred acount.
2. If the order was placed without signing in, you could just use "look up a single order" function to track your order. Please refer to the following steps:
1). Go to Sign In My Account at the right top of our website.
2). Click "order status"
3). Enter your Order Number and Email Address to see your order details.

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4. When will I receive 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
Before placing an order, you can check the specific processing time on Each Product page. The shipping time depends on shipping methods. The fastest shipping - expedited shipping takes 3-6 days for the shipment. The standard shipping takes 5-8 days. The super save shipping (only for orders of accessories valued less than $50) takes 15-30 days for the shipment. The sooner you place an order, the sooner we start preparing your item(s).
If you've already placed an order, your estimated delivery date is in your Order Confirmation email. Or you can find it on the Order Details page via this link.
Once your order has been shipped, we will email you a confirmation and tracking number with updated delivery information. Alternatively, you can retrieve the tracking number on the order details page via this link.
If your estimated delivery date has passed and you order hasn't been delivered, please Contact Us for further help.

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Product

1. 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.

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2. 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.

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3. 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. Order swatches.

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4. How can I make sure all of my dresses are the same color?

Color consistency is of the utmost importance of course. However, there is a chance that there will be slight variations if dresses in same color submit several orders at different times. Because batches of fabric are produced at different times, the same fabric of the same color at different times might be slightly different.
You need to order all dresses within 24 hours and contact us to tell us all the dress should be in the same color. Then, all the dresses will be cut from the same bolt of fabric to make sure they come in the exact same color.
After 24 hours, we cannot guarantee any late orders will be included in the same dye lot as the rest of your party.
Keep in mind that screen resolutions can alter the way colors look on your computer depending on how you have it set. We always recommend ordering Swatches (free shipping) beforehand so you can see the true color quality of each fabric in person. Please note that different types of fabrics do take the dye differently, and will not match perfectly.

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5. Can I change the design of a dress?

Currently we can only add spaghetti straps and remove trains for some of our dresses. For other changes, you can Contact Us for more information.

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Payment

1. What methods of payment do you accept?

You can use any of the payment methods listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.
Please see below the payment methods we accept:
*Please note, some payment methods are only available as a payment method for selected countries on our web. If the payment method is available for your country, you will see this payment option at checkout.

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2. How can I pay with Wire Transfer?

To send a wire transfer, just submit instructions to your bank, and provide the information about our account (you can find this on the order details page).
After you transfer your money, please inform us of which method you use, sender name, transaction ID and the transaction amount as well as the country you transfer the money from. You can also choose to chat now or email us.

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3. How can I change payment methods?

If you have an unpaid order and want to use a different payment method, it's easy:
1. Sign into ‘My Account’ and click ‘My Orders’ in the upper right corner.
2. Click on the unpaid order you want to complete payment on.
3. Click ‘Edit Order’ and select your desired payment method, and then proceed to pay.

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Delivery

1. Where/What countries do you ship to?

We ship worldwide to nearly every country across the globe, covering North and South America, Europe, Asia, Africa, Oceania, and more.
We employ the services of major, trusted international carriers to ensure your package arrives at your destination safely and securely.
If your shipping destination is not available at checkout, please just Contact Us.

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2. What shipping methods do you offer?

Expedited Shipping, Standard Shipping, and Super Save Shipping are available for most of the countries that we ship to. Once you've entered your shipping address, you'll be able to see the available shipping methods.
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.
You may add items to the checkout page to check on the accurate shipping fee. Customers can also place a test order to check the total cost.

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3. What if I need to change my shipping address?

Yes, you can change the shipping address Before Shipment. Please Contact Us. We will correct your shipping address and send you a confirmation email as soon as possible.
While we can no longer make any changes to your address, if your package is being shipped, you will need to contact the carrier to request changes of delivery.
Orders (swatches, accessories, fabric, etc.) cannot be updated once the package has been shipped.
For an unpaid order, you can place a new one as you want and put in the correct details. Unpaid orders will be cancelled automatically in 5 days."

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4. How much does shipping cost?

The shipping costs depend on the weight of the order, the country of destination and the shipping method, if you put all items in the cart and go to checkout, you will see the shipping costs, which are automatically calculated by the system.

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Returns

1. What is your return policy?

JJ's House will issue a full refund including tax and shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please reach out to our Customer Service team directly for assistance with processing your return.
Please keep in mind that all dresses are uniquely made to order to keep costs low for our customers. We also understand that colors on your computer screen can be a little different to how they appear in person. For these reasons, we encourage you to order a Swatch (free shipping) to help you decide.
FOR ALL RETURNS:
JJ's House will only issue one prepaid return label per order. You will be responsible for paying shipping fees including, but not limited to, the cost to ship and any shipping materials on additional returns. Because of this, we recommend returning all unwanted items at one time.
FOR ALL STANDARD SIZE DRESSES, SHOES, AND ACCESSORIES:
JJ's House will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). Contact our Customer Service to initiate the return process within 14 days upon receiving your item(s). The item must be returned in its original condition (if eligible per the return policy).
Please note:
* The item must be unworn, unwashed, unaltered, undamaged and with the original tags attached. We cannot process the return of any faulty item.
* Original shipping fee & return shipping fee will not be refunded.
* As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
FOR ALL CUSTOM SIZE DRESSES:
At JJ's House, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!
A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!
FOR ALL PRESONALIZED AND PERSONAL CARE ITEMS:
All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.
FOR ALL SAMPLE SALE ITEMS:
All Sample Sale items are final sale. No returns, no refunds, no exchages.
EXCHANGE POLICY
We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.
HOW TO RETURN
1. Submit a return request at Contact Us to Customer Service within 14 days of receiving your order. Please include the reason for return and photographs for verification.
2. Once we have approved your request, you will be sent a return form which needs to be included with your return. Please send your item(s) using local post within 14 days from receiving the return form.
3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.
4. Once confirmed, the refund will be credited back to the original payment method within 10-15 days (the processing time depends on your payment method and bank).
Please note:
* We reserve the right to refuse the return if received in an unacceptable condition.
* We cannot process any products that are returned without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
CANCELLATION POLICY
All our items are made-to-order, including standard size items. Once the tailoring process has begun, there will be Labor Costs and Material Costs, with this in mind, please refer to our cancellation policy below:
• Unpaid orders are automatically cancelled after 5 days.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24–72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled."

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2. 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.

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3. Can I return a standard-size dress?

Yes, you can return any standard size item within 14 days of receipt of your item for a full refund (excluding shipping fee, as long as it is unworn, unwashed, unaltered, undamaged, original tags attached).

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My Account

1. How I can change my email address?

We can change email address for you. Please Contact Us with your new email address. We will change it within 24 hours.
If there is no order under your account, we suggest you to register a new account on our website with your email address first and send us an email. Once getting your confirmation, we will transfer the account information for you.
Please click here to register your new account.

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2. What should I do if I forget my password?

If you've forgotten your password, 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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About JJsHouse

1. 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.
We completely understand that you may have concerns about the fit and the style of our dresses. If so, you can choose custom size to ensure the fit. For most of adult dresses, we can make it with your measurements and the dress will fit you well. Each of our dresses is totally made to order according to our pictures. We sincerely hope you could give us a try.

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2. Why choose JJsHouse?

JJ’s House 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.

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Returns & Refund

In this article, you can find important information regarding our return policy, including the following topics (hyperlinked to the appropriate section for ease of access):

♦ Return Policy (Full policy, list of returnable and non-returnable items)

♦ Exchanges

♦ Return Shipping Charges

♦ Refund Details

♦ Returning Try-On Dresses

♦ Damaged, Defective, or Mis-Shipped Items

♦ Reserved Rights Regarding Returns

♦ Return Request Instructions

Before ordering with us, please be sure to read this article carefully.You will be required to check that you have read and understood this article during checkout (the article will be linked on the checkout page).

 

RETURN POLICY

The following items are returnable:

♦ Standard-size dresses (except final sale dresses)

♦ Shoes (except final sale shoes)

♦ Most accessories

If you are not satisfied with your item(s), please request a return in My Orders or Contact our Customer Service to initiate the return process to get the return form within 14 days upon receiving your item(s). Therefore, we encourage you to inspect and try on all items as soon as they are delivered.

Please send your item(s) using local post within 7 days from receiving the return form. The return form must be included in your return package.

NOTE:

♦ All returnable items must be unwashed, unworn, unaltered, and in original condition with their tags still attached.

♦ Refunds will be rejected for any items arriving back with obvious signs of wear, wash, alterations, or missing tags.

♦ If you received promotional gifts with your order, but need to return your order, you may keep these gifts.

♦ We won't take back the points, which you get for placing the order. The points will be retained in your account. But the points used for your order will not be refunded.

♦ Once your return is in transit back to us, we cannot resend any of the items to you. Please make sure you do not include non-JJ’s House items or items that you don’t plan to return, in your return package as we are unable to send them back to you.

 

The following items (and any others marked as non-returnable on their ordering page) are non-returnable:

 

EXCHANGES

We do not offer an exchange service for any products at this time. Many of our items are made-to-order, so we don't keep these items in stock. If an item doesn't work out and another one is needed, a return will need to be processed for all unwanted items (if eligible per the return policy) and a new order must be placed for new items.

All new orders are subject to current production times and prices. Prior to pricing or discounts used when the original order was placed will not be honored for a new order.

 

RETURN SHIPPING CHARGES

You can choose to return the packages by yourself at your cost. The price would vary by country and shipping company. And you need to confirm the return delivery status by yourself.

Currently, for a better return experience, we offer return labels for our customers from specific countries. We do charge a return shipping fee, but with our return label, usually the price would be lower than other shipping companies. You don't need to worry about the return delivery. 

♦ For customers from countries with return label service:

We offer return labels so that you can directly attach the label to the front of your package for the return without paying the return shipping fee to the post location. The return shipping fees will be automatically deducted from your refund amount.

You can check the current return shipping fee standards for countries with return labels service on this page.

♦ For customers from countries without return label service:

If you need to return the items, you can take your package to the local post location and send it back to us. The return shipping fee will be paid by you directly to the post location.

 

REFUND DETAILS

 

WHAT GETS REFUNDED

For returned items, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping insurance, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back.

 

PROCESSING TIME

♦ For customers who placed orders using online payment methods:

Refunds only begin once a returned package has been scanned and confirmed back into our warehouse. Once scanned and confirmed, the refund will be credited back to the original payment method within 7-10 days (the actual processing time depends on your payment method and bank). We’ll email you a notification once we confirmed your returned products and processed the refund.

♦ For customers who placed orders using offline bank transfers:

Currently, we are unable to refund the money using the way you transfer when placing your order. After a returned package has been scanned and confirmed back into our warehouse, our customer service will contact you for the refund methods and details.

You can also contact customer service to provide your PayPal account after returning the package. We will process the refund immediately after the package has been scanned and confirmed back into our warehouse. The whole refund process will be faster.

Please NoteIt can generally take a few weeks for a return to arrive back and be processed back into our warehouse. On this page you can check the estimated return shipping time for countries with return labels service. If you choose to return the packages by yourself at your cost instead of using our return label, you’ll need to confirm the return delivery status by yourself.

 

RETURNING TRY-ON DRESSES

Try-On Dresses must be postmarked for return by the 7th day of delivery.

You will have a pre-paid return label included in the box with your try-on dresses and can simply box the dresses back up, put the label on top, and drop the package off at their local post location or Royal Mail locations. We’ll email a confirmation once the package is scanned back into our warehouse (usually within a few days of delivery).

The fees you pay for the try-on dresses will not be refunded. It helps to cover the cost of shipping the dresses to you and back to us. In fact, this doesn't even fully cover those costs. Because of this, we are unable to refund these fees or apply them to future orders.

For more information regarding Try-On dress returns, please see our At-Home Try-On Program.

 

DAMAGED, DEFECTIVE, OR MIS-SHIPPED ITEMS

JJ’s House will issue a full refund including shipping for any damaged, defective, or mis-shipped items as long as we are notified within 14 days of delivery to you.

If your item arrives damaged or defective, please request a return in My Orders or Contact Us directly for assistance with processing your return. After 14 days, we may not be able to process the return and a full refund.

 

RESERVED RIGHTS REGARDING RETURNS

We reserve the right to define and limit, refuse, and/or reject returns from you at any time due to but not limited to:

♦ Returns in an unacceptable condition (worn, altered, washed, damaged).

♦ Returns without our prior knowledge.

♦ Irregular or excessive returns history indicates potentially fraudulent or criminal activity.

♦ Irregular or excessive returns history involving worn, altered, washed, damaged, or missing items.

♦ Bulk orders with multiple sizes/variations of items of the same type.

 

We are not liable for these issues:

♦ Return item(s) are lost or damaged on the way back to us. Please keep the receipt with tracking information.

♦ Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter the appearance of your JJ’s House product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas.  Oxidized silver is easily damaged.

♦ Products are damaged by misuse, mishandling, or poor maintenance.

♦ Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.

 

RETURN REQUEST INSTRUCTIONS

To initiate a return request, you must go to your order page first.

♦ Ordered Through Account:

Log into your JJ’s House account and click here to go to your orders page. If you have trouble getting into your account, you may have used Guest Checkout.

♦ Ordered Through Guest Checkout:

Click here and fill out your order number and the email used to place the order (where you have received emails related to your order) to pull up your order page.

If you don't remember whether you used your account or Guest Checkout to place your order, try both of the above instructions, and if neither work, reach out to our customer service team with your order.

After you going to your order page, you can follow the instructions below to initiate the return request process yourself:

 

FOR RETURNABLE ITEMS

For a better return experience, currently we provide a Self-Return Service for returnable items. You can follow the steps below to process your return:

 

Step 1: Submit your return request

Find the order that you want to return on the "My Orders" page. Click where it reads "Return Request", then you’ll go to the page where you can submit your return request:

1. Select the item(s) that you want to return. Then click "NEXT".

2. Select the reason and add photos for the return. Then click "NEXT".

3. Select the method for your return. If your country is on the list which we offer return labels, you can choose between "JJsHouse delivery service" and "Self-Sending". If your country is not on the list, "Self-Sending" would be the only option.

4. On the last page, you can download the PDF file which contains your return label (if you choose "JJsHouse delivery service" as your return method), return form, and instructions for your return. Or you can input your email address and click "Send", then you'll be emailed the PDF file and detailed instructions for your return.

Please Note: If you received a wrong item/size or damaged/defective item, after selecting the corresponding reason and adding photos for the explanation, your request would be automatically forwarded to our customer service team and they’ll look into the issues and give you a satisfactory solution.

 

Step 2: Send out the package

♦ For customers who choose JJsHouse Delivery Service

Box the item(s) up, remember to print the Return Form and put it in the return package. Otherwise, we cannot find your order in our system and process the return just by the package received.

Print the Return Label and attach it to the surface of your package ensuring any original delivery labels are covered.

Take your package to the local post office. You can just give the parcel to them directly and don't need to pay extra money there.

♦ For customers who choose Self-Sending

Box the item(s) up, remember to print the Return Form and put it in the return package. Otherwise, we cannot find your order in our system and process the return just by the package received.

Take your package to the local post office and send it back to us. Please use a safe and reliable delivery service to return the package to ensure the package will reach us. Please keep the receipt of the returned package with you as your proof of return.

 

Step 3: Get your refund

When we receive the returned package, the item(s) will be inspected to ensure it is in its original condition and has the issues stated in the return request. Once confirmed, we'll start processing your refund. For more detailed refund time instructions, please check the "Refund Details" section of this article.

 

FOR NON-RETURNABLE ITEMS

We don’t provide the Self-Return Service for Non-returnable Items. If you insist on returning such items, please submit your request to our customer service team by following instructions:

1. Find the order that you want to return on the "My Orders" page. Click where it reads "Return Request".

2. Find the item you wish to return, click "Submit Request", then you’ll go to the page where you can submit your return request.

3. Select the non-returnable item(s), which you wish to return, write the reason and add photos for your return request.

4. After entering the verification code and clicking "Submit Request", your return request would be automatically forwarded to our customer service team. They’ll look into your request and give you a satisfactory solution.