FAQ
Have a question or comment? You might find what you're looking for in our FAQ section
Order Issue
What is your order cancellation policy?
What is your order cancellation policy?
Dear, most of our dresses are made to order, including standard-size items. To reduce waste and support more sustainable shopping, we encourage customers to carefully review size, color, and style before purchasing. Return shipping costs are the responsibility of the customer. Typically, returning items can be quite costly, and it may take a considerable amount of time for the package to arrive. Additionally, there is a risk of incurring taxes and potential losses. All eligible returns are subject to a 10% restocking fee. Please refer to our return and exchange policy for details>>https://sharonsaiddress.com/pages/return-exchange-policy.
How can I change an order I just placed?
How can I change an order I just placed?
If you’d like to make any changes to your order after completing payment, please reach out to us as soon as possible via WhatsApp or email at service@sharonsaiddress.com. 💌
We’ll do our best to help, but please note that changes can only be made before your order goes into production or is prepared for shipment.
Once your package has been shipped, we’re unable to modify or cancel the order.
What should I do if I didn’t receive an orderconfirmation email?
What should I do if I didn’t receive an orderconfirmation email?
Sometimes our emails take a little detour — here are a few quick steps to help you find yours:
- Check your Spam or Junk folder. Our messages may land there by mistake.
- Double-check your login email. If you checked out using Facebook or Gmail, the confirmation was sent to the email linked with that account.
- View your order history. Log in and go to “My Orders” to see your order status.
- Confirm your payment. Look for a charge from SHEER FAIRY on your bank or card statement.
If you’ve tried all the above and still don’t see your confirmation, no worries — we’re here to help!
Please contact our customer service team and provide your full name, email, phone number, and shipping address used at checkout so we can locate your order quickly.
Why is the processing time so long?
Why is the processing time so long?
Since each of our dresses is made to order, it requires careful crafting before we can ship it to you. Here’s a general timeline:
Estimated Receiving Time = Production Time + Shipping Time
You can find the specific timeline for your product on its product page. As soon as your order is ready, we’ll ship it right away and send a confirmation email with your tracking number. If you haven’t received it by the estimated shipping date, please let us know.
Delivery
What is your order processing time before shipment?
What is your order processing time before shipment?
Most orders ship within 2–4 weeks. If you need your order urgently, please contact us with your preferred color and size. If it's in stock, we can arrange faster shipment.
Why is my tracking number not recognized by the carrier's website?
Why is my tracking number not recognized by the carrier's website?
If your tracking information isn't showing updates, it's usually due to one of these common situations:
Package Is in Transit: After leaving our warehouse, it can take 3–7 days for the first scan at the next sorting facility. During this time, tracking may not update. We appreciate your patience!
New Tracking Number Assigned: For some international shipments, a new local tracking number is created once the package enters your country. Click the tracking link in your shipment confirmation email to find the updated number. If you still can't locate it, feel free to contact us.
Please note: Carriers sometimes reuse tracking numbers for shipments to different countries. A “Delivered” status in another location does not refer to your package.
What should I do if my tracking shows “delivered” but I haven't received the package?
What should I do if my tracking shows “delivered” but I haven't received the package?
If your package is marked “delivered” but you haven't received it, we recommend:
Checking your mailbox and asking neighbors.
Contacting your local post office with your tracking number—international packages often require pickup in person.
If it's still missing, please contact us right away.
How do I change my shipping address once my order is placed?
How do I change my shipping address once my order is placed?
You can update your shipping address by contacting us before your order ships. Unfortunately, we can't make changes once the order has been dispatched.
How do you calculate the sales tax on my order?
How do you calculate the sales tax on my order?
To ensure your order arrives safely and on time, we partner with trusted delivery services. Your final shipping cost is based on the item's weight, your chosen shipping speed, and your location. We work hard to keep our overall prices fair and competitive, so you enjoy both value and satisfaction. We can't wait for you to love your new dress!
Returns
What is your return policy?
What is your return policy?
We accept return requests within 7 days of delivery. Please note that a 10% restocking fee will apply to all approved returns. For full details, please refer to our complete [Return Policy].
How to Start a Return
To start a return, please contact our customer service team via our website with the item details and your reason for returning. Returns without prior approval are not accepted.
You have 7 days from the delivery date to decide if the item is right for you. Let us know within this period if you'd like to proceed with a return.
The following items cannot be returned, refunded, or exchanged:
- Clearance items
- Accessories
- Customized items
- Flash Sale items
- Special Offer items
All returned items must be unworn, unwashed, undamaged, and have all original tags attached. We cannot accept items that have been worn, washed, altered, or show any signs of use.
Return shipping costs are the customer's responsibility. We do not accept freight collect (FTC) returns.
Since all items—including standard sizes—are made to order, we do not allow purchasing multiple items with the intent of keeping only one. Orders suspected of this may be canceled.
We are not liable for items lost or damaged during return shipping, or for packages held or inspected by customs. Customers are responsible for any customs fees. Please keep your return receipt and tracking information.
If a package is lost, damaged, or returned due to customer error (e.g., customs issues, wrong address, recipient unavailable) and the product cannot be recovered, no refund will be provided.
We do not accept refused packages. Refusing delivery will result in a 40% refund. If you wish to return an item, please contact us after receiving the package.
What is the deadline for processing refunds?
What is the deadline for processing refunds?
Please allow up to 10 business days for your return to be processed from the date it arrives at our warehouse. Once processed, you'll receive a confirmation email.
What is the process for creating a new account?
What is the process for creating a new account?
Just enter your email at the bottom of the page to sign up and receive an exclusive discount!
How do I update the email address on my account?
How do I update the email address on my account?
Contact our customer service team by email, and we'll update it for you.
Can I be notified when an out-of-stock item is available again?
Can I be notified when an out-of-stock item is available again?
Please keep an eye on our official website or email updates—we'll refresh the inventory as soon as new items arrive.
Our Store
Why choose SHEER FAIRY?
Why choose SHEER FAIRY?
At SHEER FAIRY, beauty is in the details. We use premium fabrics—from airy chiffon to rich velvet and delicate embroideries—and focus on flawless fits that inspire confidence.
Do you have any physical retail locations?
Do you have any physical retail locations?
SHEER FAIRY is online only, so we don't have physical stores at this time.
What is the best way to contact you?
What is the best way to contact you?
You can reach us by phone at +86 13382193155, by email at service@sharonsaiddress.com, or via Live Chat.