Top Asked Questions
Returns, Refunds & Exchanges
Shipping & Delivery
Orders & Payment
Sizing & Alterations
Promotions & Discounts
Top Asked Questions
1. When should I place an order?
The delivery of your order takes a minimum of 3-4 weeks in peak season. In addition to the shipping time, we recommend that you add an extra week to allow for trying on the dress and making any necessary alterations. Therefore, we advise you to place your order at least 4 weeks in advance to ensure you receive it in ample time.

Total Delivery Time = Processing Time + Shipping Time
2. How to track my orders?
Tracking information for your order can be found in the email we send after the order has been shipped or production has been completed. If there is no email with shipping details that can be found, please get in touch with our service team and tell us your order ID number. We are happy to help!
3. Do you accept try-on home service?
As all our products are made-to-order, we don't have pre-made dresses in stock. Hence, we do not offer a try-on at home service.
4. Do you offer rush order service?
Yes, if you need to receive your orders earlier than the normal delivery time, we offer expedited shipping, which takes about 3-7 business days to the US. (3-7 business days is just the shipping time, not including the processing time) The standard shipping takes around 10-15 business days.
5. What is your return policy for dress?
For All Standard Size Orders: In order to provide a better shopping experience and customer service, Ontoefy offers a full refund for all standard size orders if the dress doesn't fit or you change your mind. However, please note that the shipping and rush fees will not be refunded.

For All Custom Fit Orders: Customized dresses are made just for you and no one else. So we are sorry that we cannot accept returns on custom dresses. However, if there are any damaged, defective or mis-shipped items, we will offer a refund or resend new ones to provide a hassle-free shopping experience.

Easy returns within 15 days: Please submit a return request via email (service@ontoefy.com) within 15 days of receiving your order to make sure you are eligible for a return.

For more information, please check our Return Policy page  
6. How can I avoid color variations?
Usually, we suggest putting all dresses together in one order to avoid dye lot variations by using the same batch of fabric. However, it’s OK to order bridesmaid dresses separately if all orders can be placed on the same day and let us know in advance by notes or email. We will then collect all orders together and make sure all items are from the same dye lot.
7. Are the colors of different fabrics also the same?
Each fabric has a slightly different color, even if it is the same color.
8. How can I clean my dress?
We advise that all dresses and fabrics be exclusively dry-cleaned. Kindly refrain from washing them using a washing machine. In case of any wrinkles, avoid using an iron. You may use a household steam ironing machine if available or send the dresses to a local dry cleaner. Alternatively, if the wrinkling is minor, hanging the dress in the bathroom while taking a hot shower will suffice to remove tiny wrinkles using steam.
9. Do i need a bra with my dress?
The tops of our gowns are fully lined and have built-in bras. Our strapless dresses are structured with extra support for your comfort. No worries!
10. How to change size/color/shipping address after ordering?
If your item is eligible for a size or color change, please contact our customer service team within 24 hours after placing your order with your order number and desired changes (such as size, color or measurements).

NOTE: Making changes to an order can affect delivery times. Depending on the type of change, this may result in a delay in the original delivery time.
Returns, Refunds & Exchanges
1. How do I cancel my order?
Please contact us at service@ontoefy.com in 24 hours after order confirmation. You’ll get a full refund after canceling the order.

After payment, you will receive an order confirmation email. Please reply to the email within 24 hours if you need to change any information. Any changes made after we start processing may result in extra costs, as it may require the use of new materials. To avoid any additional fees, please clearly communicate any changes by replying to the order confirmation email within 24 hours after payment.
2. What's your return & exchange policy?
For All Standard Size Orders: In order to provide a better shopping experience and customer service, Ontoefy offers a full refund for all standard size orders if the dress doesn't fit or you change your mind. However, please note that the shipping and rush fees will not be refunded.

We are sorry that we are currently unable to offer an exchange service for dresses. If you have purchased an item and would like to exchange it for a different size, style, or color, you will need to return the item for a refund and place a new order for the correct item.

Note: You need to pay the shipping fee from your address to Ontoefy when you return it back.

Please click here to learn more about the return policy & exchange policy . 
3. Can I exchange for a bigger/smaller size?
We are sorry that we are currently unable to offer an exchange service for dresses. If you have purchased an item and would like to exchange it for a different size, style, or color, you will need to return the item for a refund and place a new order for the correct item. Note: You need to pay the shipping fee from your address to Ontoefy when you return it back.
4. Can I return customized size products?
We are sorry, but in general, we do not accept returns on custom-size dresses. However, if there are any damaged, defective or mis-shipped items, we will offer a refund or resend new ones to provide a hassle-free shopping experience.
5. Can I return defective,damaged or incorrect items?
If your items were damaged during delivery, we suggest you to take photos or video and get "Proof of Damage" documentation from the delivery carrier. Quality problem can be defined as obvious quality defects.

If you receive the damaged or defective dress that is caused by Ontoefy, please get in touch with us ASAP at service@ontoefy.com with your order number and valid photo proofs. We will verify the issue and then help you to solve the issue accordingly.
6. What if the item is faulty?
If your items were damaged during delivery, we suggest you to take photos or video and get "Proof of Damage" documentation from the delivery carrier. Quality problem can be defined as obvious quality defects. If you receive the damaged or defective dress that is caused by Ontoefy, please kindly send us an email at service@ontoefy.com as soon as possible. Please attach 3-5 high-quality, well-lit photographs of the item you're inquiring about, along with your order number. Our team will promptly review your request and follow up with any necessary steps.
7. How to return the items?
Please submit a return request via email at service@ontoefy.com within 15 days of receiving your order to make sure you are eligible for a return.

For more details, please check our return policy.
8. When will I receive the refund?
In case of cancellation before shipment, we will initiate the refund process upon receiving your cancellation request.

For return orders, we will process the refund once we receive the returned package. Once the refund is processed on our end, we will send you a confirmation email, regardless of whether it is a cancellation or a return.

Please note that the refund may take around 3-7 business days to reflect in your account, depending on your bank or payment service.
Shipping & Delivery
1. How long does it take to receive a dress after ordering?
Usually it takes around 8-10 business days for processing and 3-7 business days for expedited shipping, and 10-15 business days for standard shipping.
2. Where do you ship to?
We ship all dresses to all over the world. Please note that we do not ship to the following locations: P.O. Boxes; freight forwarding companies. (So please use a residential or business address at checkout.)

Sales tax is included in the prices shown.
Note: Remember that certain countries may levy import duty, which you may be required to pay. Please check with your local customs office for details.
3. What if I want to receive my order faster?
If you need to receive your orders earlier than the normal delivery time, we offer expedited shipping, which takes about 3-7 business days to the US. (3-7 business days is just the shipping time, not including the processing time)

Total Delivery Time =Processing Time + Shipping Time
4. Can I change shipping address after the payment?
Please contact our customer service team within 24 hours after placing your order with your order number and desired changes. Please note that if we have already shipped your order, then we cannot change the shipping address.
5. What is the shipping fee?
Shipping costs are automatically generated before you pay for your order. The shipping costs depend on the price of the product(s), shipping method and shipping countries.
6. What should I do if I don't receive my package?
We strive to ensure timely delivery of all packages to our customers' addresses. Upon shipment, we assign someone to track the package's status and assist the carrier in delivering it. We will also send you an email with the order's tracking number, allowing you to track the package's location. If you are unable to receive the package in person on the day of delivery, please contact your local carrier to arrange for a change in the delivery date or method. Generally, we require that you sign the package yourself.

If the package appears to have been signed for on the website, but you have not received it, please contact us immediately, as well as your local carrier. We will work with the carrier to resolve the issue.

Please feel free to reach out to us with any questions you may have before confirming receipt of the package, and we will be happy to assist you.
Orders & Payment
1. Why my payment was unsuccessful?
If you encounter a problem with your payment, you will receive an immediate prompt on the payment failure page. The error information typically includes:

"3100 Do Not Honor" or "3030 Payment Declined": This error indicates that your payment was declined by the credit card issuing bank. You need to call your credit card issuing bank to authorize the transaction and then try to make the payment again. If this error persists, please try a different credit card payment option.

Insufficient Funds: This error occurs when your credit card balance is not sufficient. Please add funds to your account or use a different credit card to make the payment.

Incorrect Information Entered: This error may be due to incorrect information such as card number, cardholder name, expiration date, security code, etc. Please verify the information and try to make the payment again.
2 .Why did I fail to pay with credit card?
You can try the following actions to resolve the issue:

1.Ensure that all information entered is correct, including credit card numbers, due dates, security codes, billing addresses, and zip codes if requested; 2.Refresh the page or log in again; 3.Start a new order instead of attempting to pay the same order again; 4.Use a different credit card; 5.If you have a PayPal account, try using it; 6.Contact your bank if your payment is still not approved. Sometimes, if you purchase a product from an online store for the first time, your card issuer may reject the payment without being familiar with it.

It is important to note that even if your bank approves payment, our processor may still reject it if it does not pass the necessary security checks. If you have tried all the above steps and still encounter issues, please do not hesitate to contact our customer service team for assistance. We are always ready to help you resolve any payment issues.
3. Which payment method can I use?
Pomuyoo offers multiple secure payment options to guarantee customers a safe shopping experience.

1. Credit and Debit Cards: Pomuyoo accepts credit and debit cards such as Visa, Mastercard, American Express, Discover and JCB.

2. Paypal: Customers can use PayPal as a payment method to purchase items at Pomuyoo.
4. How to cancel my pending orders?
In general, your order cannot be placed successfully until payment is complete. If your order is in Pending Payment status, we will not receive your order.
5. Why I didn't receive the order confirmation email?
If you don't receive an order confirmation email, there may be the following reasons.

1. You didn't complete the payment.

2. You filled in the wrong email.

3. Please also check it in the junk box.

If all the above are verified, please contact us.
6. Can I add items to an order after it has been placed?
Sorry, we are unable to make any changes to your order after it's placed. If you need to add any items, please make the new order.
7 .Why my order takes so long?
Sorry for any inconvenience. As our products are made to order, it takes 5-8 business days as the processing time. Generally the delivery time for standard shipping is about 10-15 business days and only 3-7 business days for expedited shipping.
Sizing & Alterations
1. How do i choose my size ?
Please confirm your size using our measurement images and measurement chart. If the images don't help you, you can always go to your local tailor and have your size taken. The best way to find out which size will fit you best is to compare your measurements with our sizing chart, which is also included on each dress's product page.
2. How do I measure myself?
To make sure the dress fits you perfectly, we recommend that you get help from a tailor or friend. Please also refer to our sizing guide before taking your measurements. And we also offer free custom size service.
3. Do you offer customized size for dress?
Yes, we provide customized sizes for each dress. There is no extra charge for a custom size and the processing time is exactly the same as a standard size.
4. Can I return my dress in custom size?
Customized dresses are made just for you and no one else. So we are sorry that we cannot accept returns on custom dresses. However, if there are any damaged, defective or mis-shipped items, we will offer a refund or resend new ones to provide a hassle-free shopping experience.
5. Maternity Sizing
If you prefer a standard style, we recommend going up 1-2 sizes from your bust measurement, depending on how far along you are in your pregnancy. Alterations will most likely be necessary. All styles can be ordered in either standard or custom sizing. To determine your best size, measure your bust, under bust, and hips and compare those to our size chart. If you find you are between two sizes, we recommend ordering the larger size and having it altered to fit closer to your event.
6. Alteration Reimbursements
For additional assistance and help, we offer a limited alteration reimbursement of up to 40% of the dress price for all dresses (both standard size dresses and custom size dresses). Simply send an email to service@ontoefy.com with a picture of your receipt from the tailor, and we'll proceed the refund ASAP.
7. What if the item is in wrong size?
We understand that ordering the correct size can sometimes be a challenge, which is why we encourage you to find a local seamstress to make adjustments if the size of your dress differs from the specifications you ordered. We will gladly offer you some reimbursement for the altered fee, and to do so, we require a photo copy of the receipt from your seamstress when you request reimbursement. If we make the dress in wrong size for you, you can return the dress to us, and get a full refund.
8. What if the item according to the size requirements but don’t fit?
If you carefully follow our size chart guide before selecting your size, we are confident that your dress(es) will fit you perfectly. As our dresses are made with additional fabric in the seams, you can make minor adjustments at a local tailor.
Promotions & Discounts
1. How to use the discount code?
1. Add the product you like to the shopping cart, choose the size and color. Then click "CHECK OUT" to go to the checkout page.

2. Click on "Discount Code" on the right hand side of the checkout page - enter your exclusive promo code - click "Apply".

3. The discount will work.
2. I am a student. Can I get a discount?
Yes, we provide a discount for students. This is a little gift from us. We hope you will be satisfied with our service and offer you 10% discount. Just send an email to service@ontoefy.com and give us a photo of your current school ID. Once we have received this, we will send you an exclusive coupon to use at checkout.
3. Can I use several discount codes in one order?
Sorry, you could only use one discount code per order.