FAQs

Ready-to-Wear (RTW) Availability of ready-to-wear items All online-listed ready-to-wear products (evening dresses and gowns) are in stock in physical stores. You may purchase them directly, and items will be shipped within 3 days after purchase. How accurate are product colors shown online? Each product is photographed individually, and we strive to present colors as accurately as possible. However, due to differences in display devices, slight variations in color may occur. The colors shown generally reflect the original fabric as closely as possible. Custom Orders If I don’t want ready-to-wear, how does the custom dress or qipao process work? We strongly recommend contacting us via email so we can better understand your needs and provide a suitable solution. Once you confirm the style, color, and details, we will prepare a design proposal for your approval. After payment is received, we will send you a measurement form to complete. Our measurement guide is available upon request. If you have any questions about measuring, we can also arrange a video call to guide you through the process. How long does production take? Production time varies depending on the complexity of the customization and fabric availability. For existing styles shown online, production typically takes 4–8 weeks. Expedited service is available for an additional fee. For fully custom-made garments (from design, fabric sourcing, production to alterations), please allow 1–2 months. If your wedding or event is within 1 month, please notify us by email so we can prioritize your order. For events within 2 weeks, we recommend selecting in-stock ready-to-wear dresses. Orders & Gifts How do I place an order? After selecting a style, choose your size (if applicable), then click “Add to Cart.” You can access your cart at the top right corner of the screen and proceed to checkout at any time. Do I need to register an account to shop online? No, you do not need to create an account to shop. You only need to provide an email address to receive order updates. However, creating an account allows you to join our membership program and enjoy exclusive offers and brand updates. Who should I contact if I have an issue with my order? Please contact us via phone, email, or the “Contact Us” page. We will respond as soon as possible. What should I do if an item is out of stock? We recommend contacting us by phone, email, or through the “Contact Us” page to check whether the item will be restocked. If so, we can add you to the waiting list. What if the product is defective? We take responsibility for our products. If you believe your item is defective, please email customerservice@kokodress.com with 4–5 clear photos showing the product and the defect, along with your order number. We will contact you with the next steps. Can my order be gift-wrapped? If your purchase is a gift, please leave a note at checkout under “Add Remarks” indicating whether you require gift wrapping and a personalized message card. If I send a gift, can the recipient return or exchange it? Yes, as long as the item meets our return and exchange policy, we accept returns or exchanges. Refunds will be issued to the original purchaser. For exchanges, items must be of equal or higher value, and any price difference must be paid by the purchaser or recipient. Please refer to our “Shipping & Returns” page for more details. Shipping Where do you ship to? We offer worldwide shipping, except for Russia and Ukraine. You can select your shipping address at checkout. How long does delivery take? For Hong Kong and Macau, we usually ship via SF Express, with delivery in 2–5 business days. For international orders, courier selection depends on the destination, with an estimated delivery time of 10–15 business days, subject to customs clearance. Our working days are Monday to Friday (excluding public holidays). Can I track my order? We ship via Hong Kong Post EMS, SF Express, or DHL depending on the destination. A tracking number will be sent to your email after dispatch. Will I need to pay taxes or customs duties? Your order may be subject to customs duties and import taxes upon arrival in your country. Please note that KoKodress is not responsible for any such fees charged by customs. These must be paid in order to release your package. We are not responsible for delays caused by customs clearance or other factors beyond our control. For exact tax details, please contact your local customs office. Payment What payment methods are accepted online? You can pay for your order using credit cards. We accept MasterCard, Visa, and PayPal. You will need to enter your card number, expiration date, and security code at checkout. Do you accept international credit cards? Yes, we accept international credit cards.