If you feel your custom-size dress was made incorrectly, we can open an investigation and compare how the dress was made against the measurements submitted with your order.
Your two options
For a custom-size fit problem you can either claim an alteration reimbursement toward having the dress adjusted locally, or ask us to open a sizing investigation. Asking about one does not rule out the other.
What we need for an investigation
Please send all of the following within 7 days of your request:
- A photo of the front of the dress while you are wearing it
- A photo of the side or the back of the dress while you are wearing it
- A photo of the dress hang tag, showing the AZ number
- A photo of your bust measurement being taken
- A photo of your waist measurement being taken
- A photo of your hip measurement being taken
- A photo of your height measurement being taken
- A photo of your hollow to floor measurement being taken
How to take the measurement photos
Take the measurement photos in the recommended clothing, not in the dress, and use a fabric measuring tape. Please follow How to Measure for Your Custom Size Dress so the tape sits where we expect it. Photos that do not follow the guide may need to be retaken, which delays the review.
Please measure carefully and avoid shortcuts. Accurate measurements are essential so we can tell whether the dress was made to the order.
What happens next
Our team compares the measurements on your order against the measurements in your photos and checks how the dress was constructed. We will come back to you with the outcome and the options available to you.
Timing
Investigations are available for a limited period after delivery, generally within 60 days. If your dress was delivered longer ago than that, we may still be able to help with an increased alteration reimbursement instead.
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