DELIVERY AND RETURNS
How can I choose the size at the checkout?
The website currently does not offer the option of choosing the size at the checkout. Please email firstname.lastname@example.org after placing your order with your sizing and dress style. We will link your letter to your order.
How long will it take for me to receive my dress?
It takes 11-14 days to ship to most destinations. If you wish to receive your dress quicker, please email us at email@example.com and we will send you a quote for special delivery (FedEx or EMS).
We aim to dispatch all the ready-to-wear dresses within 2 working days. Your tracking number is sent to the email address provided once the order has been despatched.
If you ordered a made-to-measure dress, please allow up to 3 weeks for the production and up to 2 weeks time for the shipping.
Do I need to pay the Import Duty?
You may be subject to import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Mrs Pomeranz cannot be held responsible for these charges. If you wish to find out more information please contact your local Customs and Excise office.
Can I cancel my order?
If you wish to cancel your order before it has been despatched, please contact us at firstname.lastname@example.org Unfortunately we are unable to cancel deliveries once the order has been despatched.
What if my parcel goes missing?
On rare occasions parcels may go missing. If for any reason you have not received your order within 14 days of ordering, please email us at email@example.com and allow 10 days for us to carry out an investigation.
Can I return my item?
We understand that you may occasionally want to return items that are not suitable. If you are not satisfied with an item purchased from Mrs Pomeranz please email us within 3 days after receiving your order at firstname.lastname@example.org. We will provide the return address and aim to refund you within 10 days after receiving the item. Items should be unworn, in the same condition as you received it with no signs of wear.
Refunds for made-to-measure orders
We do not offer refunds on made-to-measure orders. Each dress is handmade to fit your measurements and cannot be resold. Please measure yourself carefully. The better you record your measurements, the better the fit will be.
We do offer free alterations on made-to-measure dresses, although you will be required to pay for shipping costs. If you wish to use this service please contact us within 3 working days of receiving your order at email@example.com. Please note, we will require photos of the dress.
A product I want is out of stock - do you take backorders?
We offer back orders for some of our dresses. Please email us at firstname.lastname@example.org and we will notify you when the item is back in stock.
What is the process of ordering made-to-measure dresses?- If you would like to order a made-to-measure item with Mrs Pomeranz please email us at email@example.com. Include the link to the dress, your preferable choice of fabric (cotton/silk, etc) and colour.
- We will then send you several fabric choices for you to choose from.
- Once we have confirmed that the fabric is in stock, we will send you an invoice.
- After receiving the payment we will send you the list of measurements required and a measurement guide.
- We will ask you to send us 3 photos of yourself in fitted clothes (front, side and back). We will need these to double-check the measurements you send us.
- Please allow up to 3 weeks for the production.
Can you make the made-to-measure dress using exactly the same fabric as in the photo?
We source our fabrics from all over the world and due to the rarity of the fabric we use, unfortunately sometimes we are unable to source the exact same fabric. However we will find likely alternatives and send you several samples of each.
Can you reduce the price if I would like to make a dress using my own fabric?
Yes, we can. Please email us at firstname.lastname@example.org and we will arrange your very own unique listing. Please note that you will be required to pay for your fabric to be shipped to Russia and this process may take longer.
How to take measurements correctly?
We will send you a detailed guide with pictures explaining how to take measurements. We require 3 photos of you in fitted clothes, front, side and back. We will need these to double-check the measurements you send us. Mistakes can often be made and we will contact you if we feel your measurements and photos seem different. Please don’t hesitate to contact us at email@example.com if you have any questions about the measuring process.
How long will it take to make a made-to-measure dress?
We do everything we can to start working on your dress as soon as we receive full information from you (measurements and photos). We aim to start working on your dress within 2.5 weeks of receiving your order. Please don't worry if we ask you several questions about the fit or your measurements 10 days after you place an order.
It usually takes up to 2.5 - 3 weeks to make the dress. However for dresses made of Liberty fabric or Mrs Pomeranz's fabric the process can take up to 6 weeks. These fabrics are ordered from abroad and will need to be shipped to Russia.
Do you make plus size dresses?
Yes, we make dresses for every shape and size. We also offer advice on what type and style of dress would best fit your body shape.
Do you offer blog giveaways?
Yes, we love seeing people in our dresses. If you would like to feature a Mrs Pomeranz dress please email us at firstname.lastname@example.org.
Do you offer wholesale?
Yes we do. Please email us at email@example.com and we will send you the look books and price lists for next season.
What information do we collect about you?
We collect information about you when you register with us online, place an order for products or services online and participate in competitions.
How will we use the information about you?
We collect information about you to process your order, manage your account or loyalty scheme, and if you agree, to e-mail you about products and services we think may be of interest to you.
We will never share your personal information with anyone for marketing purposes.
If you have consented to receive marketing we will send you information about products, services and opportunities which might interest you.
You have the right at any time to stop us from contacting you for marketing purposes by clicking the unsubscribe link at the bottom of any newsletter.
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