Preparing for Customer Support

In this article, you will find a list of information that can streamline your customer service experience. The following requests are covered in this article:

• General Questions
• Order Questions
• Returns
• Technical Issues
• Quality Issues
• Sizing Issues
• Lost, Stolen, or RTS Packages

General Questions

For any general questions about items or the website, please provide any relevant information such as; the item name, what you need help with, which section of the website you need help with, etc.

If you are needing a sizing recommendation, please take your measurements following our Sizing Guide and send them along with your request.

Order Questions

If you have any general questions about your order, please be sure to provide your order number and event date.

Returns

If you need help processing your return, please provide your order number and the name(s) of the item(s) you will be returning. Please be sure to review our Return Policy to ensure you are within the policy.

For US Customers only

please additionally answer the following two questions in your request.

1. How would you like to return the item?

• • In Person Return (Happy Returns)
    • • You will receive a QR code to show at the Happy Returns location and their refund will begin processing immediately. 
  • Mail In Return
    • • You will be sent a prepaid return label to print out, package your items, and drop it off with the designated carrier. It may take up to 2-3 weeks for your return to be processed and then your refund to be completed.
        
        

2. How would you like your refund processed?

• • Azazie Account Balance
    • • Your refund will be processed back to your Azazie Account Balance where you can use the funds on a future purchase. It's basically like store credit!
  • Original Method of Payment
    • • Your refund will be processed back to the original method of payment used.
  • You can find more information on refund methods here.

Technical Issues

If you are having some difficulties with checkout or the website, we recommend trying another browser and device. If this doesn't resolve the issue, contact us with the following information:

• List of browsers you have tried
• List of devices you have tried
• Screenshot of the issue/error
  • If a screenshot is not possible, please provide us with a detailed description of the issue you are experiencing.

Quality Issues

We are so sorry to hear that your item arrived with a quality issue. Before contacting us, please gather the following information so we can help you as quickly as possible:

• Order Number
• Event Date
• Full Length Photo of the Dress
• Close Up Photo(s) of the Issue
• Photo of the Dress Hang Tag (with the AZ number)
• Preferred outcome

If you have a preferred outcome for this situation, please provide this information. While we cannot guarantee that we will be able to accommodate your request, we definitely want to hear your thoughts.

Sizing Issues

We are so sorry to hear that your item is not fitting to expectations. Before contacting us, please gather the following information so we can help you as quickly as possible:

• Order Number
• Event Date
• All of the photos outlined in the guide attached to the bottom of this FAQ
  

If you have a preferred outcome for this situation, please provide this information. While we cannot guarantee that we will be able to accommodate your request, we definitely want to hear your thoughts.

Lost, Stolen, or RTS Packages

We are so sorry to hear that your package has not arrived. Please provide the following information when you contact us so we can assist:

• Order Number
• Event Date
• Confirm your shipping address

If you have a preferred outcome for this situation, please provide this information. While we cannot guarantee that we will be able to accommodate your request, we definitely want to hear your thoughts.