FREQUENTLY ASKED QUESTIONS
ORDERING
- Why make-to-order?
The fashion industry has come under fire recently for fast fashion that is loading the planet up with unnecessary amounts of clothing. It seems like you've hardly bought a new dress before it is out of fashion again. This is something you'll be able to wear for years without ever feeling unfashionable.
- When can I expect to hear from you back?
We are based in Hanoi, Vietnam GMT+7, and we work from 8 a.m. to 5 p.m., Monday through Friday. Your emails are our priority, so a reply to your email will be sent during our working time.
- How can I pay?
We accept all kinds of payment.
- How to choose the right size?
Please choose your size carefully as we provided a very detailed sizing guide. We may not be able to check the notes and will mainly focus on the size you choose on your order.
If you need our assistance, we are always happy to help you. Feel free to Chat with us and provide all your measurements.
Small Tip: Choose the size that fits your bust best!
- Can I make change my order after it has been placed?
Yes. Changes can be made within 24 hours after submitting the order.
- Can I add an item to my order?
Unfortunately, we cannot add an item to an existing order. A new order should be placed for an additional item.
- Can you rush my order?
We would love to be able to rush every order. Yet, that depends on certain circumstances. Please get in touch with your deadline. We are here to help.
- What is the lead time?
The production time is 4-6 weeks not including delivery.
- Can you customize a garment?
Yes, we can make any change. For custom request, we will charge an extra 30-50% of the item cost.
- Do you make custom sizes?
If necessary, we can make a garment one size smaller or larger than listed, but the garment would be non-refundable. Feel free to send us your body measurements and a reference to the design you like.
- Do you offer discounts?
Unfortunately we're unable to offer any discount at the moment. We cut and sew everything manually so more items mean more work.To look out for future discount, please subscribe to our website. We will notify you when there's a sale.
- Will I have to pay any customs taxes?
Customs or import taxes are applied only in some countries. For more information on when taxes are applied, consult your customs authorities or other reliable sources.
SHIPPING AND TRACKING
- When my order is going to be dispatched?
We need about 4-6 weeks to complete an order. Your order will be dispatched once the clothes are made, washed and packed. A shipping notification with a tracking number is sent to the email that you provided when registering on our website.
- Do you ship worldwide?
Yes, we do!
- What carrier services do you use?
We use DHLe, Royal Mail, USPS and UPS.
- When can I expect to receive my order?
Usually, free postal shipping takes about 1-3 weeks. Express shipping takes 3-7 business days. Both options are available to choose at the checkout. If you want to change your shipping method, be sure to inform us about it.
- Can I update the shipping address on my order?
Yes, we can update the address prior to shipping the order. The shipping address cannot be changed when the package is in transit. Let us know about the need to change the address.
- Can I track my order?
Yes, you surely can. A tracking number is given to each package we dispatch so the travel of the package can be monitored. The tracking number is sent to your email when the order is fulfilled and dispatched from our studio.
RETURNS & EXCHANGES
- Do you offer refunds?
Yes, we do offer refunds for items in the standard cut and original condition. The express shipping fee is not refundable. Excluded items (for a change of mind return):
✘ Sale
✘ Custom Request Our products are eligible for a refund if they meet the following terms:
- Items must be in the original size and length (no customization)
- Items must be in the original condition (not used, not washed and not damaged)
- Items must be mailed off within 5 days as of the day of delivery.
Buyer is responsible for any charge to return and 20% - 30% restocking fee.
- How can I return the garment I just received?
Please contact our customer support team at lelasilkcom@gmail.com for return instructions. Unsatisfactory items can be sent back only when your report about the return is registered by our team.
- Do I have to pay for return shipping?
We are not responsible for the return shipping costs of the items.
- When will I receive my refund?
A refund is possible only if the return procedure is followed correctly. First, the return has to be registered with our team. Second, the unwanted item has to arrive at our return center. If these requirements are met, your refund will be processed in 7 days.
- Do you offer exchanges?
We will accept exchanging items if they meet the following guidelines:
- Items must be in the original size and length (no customization)
- Items must be in the original condition (not used, not washed and not damaged)
- Items must be mailed off within 5 days as of the day of delivery and must be sent back to our address in Hanoi, Vietnam/ or in Portland, USA with proof of purchase.
If the new item is a different product (including a different color), there is a price difference to exchange.
