|COLOR CHART||SIZE CHART||MEASURING GUIDE||SHIPPING & RETURNS||QUALITY GUARANTEE||OUR MODELS||FAQS|
Our Color & Fabric Selection
Silk Like Satin
Shipping Information for Made-To-Order Items
Please Note: In JenJenHouse.com , each dress is made from scratch according to customers' specifications. Currently we need 8-11 days for Wedding Party & Special Occasion Dresses, Celebrity Dresses, and 11-13 days for Wedding Dresses. Thank you for your patience.
Before your order is shipped, JenJenHouse.com has to process your order and put all your items through its strict quality control tests. Because of this, Total Delivery Time is different from shipping time alone.
Total Delivery Time = Processing Time + Shipping Time
The process time is 8-11 days for Wedding Party, Special Occasion & Celebrity Dresses, and 11-13 days for Wedding Dresses.
It takes about 3-15 working days for the package travel from our facilities to your destination, the exact shipping time is based on the shipping company (UPS, DHL, USPS, etc) standard and the shipping method you have chosen.
This shipping method is the fastest available. Delivery times are between 3-6 days to all major destinations. Shipping cost vary from different items.
Standard shipping takes a bit longer than expedited shipping but costs less. Delivery times are between 5-8 days to all major destinations.
Super Saving Shipping
Super Saving Shipping is the most cost-efficient shipping method. Delivery times are between 15-30 days to all major destinations.
General Return Policies
1. Contact our Customer Service to initiate the return process within 7 days upon receiving your item(s).
Please note that we only accept products in their original condition, and we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service at Contact Us and obtain a "Product Return" form that must be included with your package.
2. Mis-shipped products: Once we have confirmed your mis-shipped items (item shipped different from item ordered), we will be responsible for the item exchange and postage. You may also return the product and get a full refund including postage.
3. Color Errors: If the color of the item received is not what was ordered, you are qualified to get a full refund.
4. This return policy does not apply to our business resellers. Please contact us for additional instructions.
Specific Policies for Our Items
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.
- Unpaid orders will be cancelled automatically after 5 days.
- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders cancelled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
- Orders cancelled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
- Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
- Once your order has been shipped, it can no longer be cancelled.
If you would like to cancel your order, please login to My Orders, select the order you need help with, and request cancellation.
Replacement or Refund
Your satisfaction is of utmost importance to us. Upon arrival of your package, it is suggested that you check the dress to make sure it has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, washing the dress, or removing the tag. Please note that you need to contact us to initiate the returning process.
If you are returning or exchanging dresses or accessories, please make sure they are in their original conditions - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached. You will be responsible for all return shipping costs.
Defective, Damaged or Mis-shipped Items
You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and customized, the finished gown may vary by approximately one inch in either direction of the specified measurements. To ensure that your dress will fit you perfectly, our tailors have reserved additional fabric in the seams to allow minor modifications.
If your dress size differs from the specifications of your order by more than one inch, you are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you up to 40% of the product purchase price (excluding shipping cost). Should you choose this option, please remember to request a receipt from your tailor. Copy of the receipt must be provided to request reimbursement.
Item is the size you ordered but does not fit
Please understand that items that do not fit properly but in accordance with the specifications you ordered cannot be returned or exchanged.
Your option is to look for a local tailoring service at your own cost. Please note that if your order specifications differ greatly from the final sizing request, re-sizing may not be possible.
The settings of your computer screen may alter the color of the pictures shown on the site. Slight color aberration may not mean that the dress is defective or mis-shipped. However, if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Items that cannot be returned or exchanged
1. No returns and no exchanges for personalized items.
2. No returns and no exchanges for perishables, earrings (including jewelry sets containing earrings), and personal care items (including lingerie, etc) due to hygienic reasons.
1. Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
We reserve the right not to accept the returns without prior approval from our Customer Service.
2. Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please DO NOT use expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. Please keep the tracking number safe.
3. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.Once the refund has been processed by us, it usually takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.
Professional Care From Material to Delivery
Material Procurement: After checking the fabric quality from several suppliers, JenJenHouse.com selects the most delicate fabric for customers. JenJenHouse.com uses solid and exquisite threads only to make comfortable dresses.
Processing: With the responsible manufacturers and their good manufacturing equipments, the well-processed dresses can always meet customers' demands.
Packing / Delivering: Every dress of JenJenHouse.com is packed well in the package separately, avoiding products being scratched or ripped. Always choosing the best shipper to make the delivery, JenJenHouse.com garantees all the customers will receive their dresses in good manner.
1. What payment methods do you currently accept?
We currently accept payment via Paypal and Credit/Debit Card.
2. How can I check my order status?
If you want to track the status of your order, like where is your order, when you will receive your order, whether your order has been dispatched yet, please log in first and click My Orders at any page of the website.
3. Are there any additional fees involved in shipping?
In some cases, your destination country may charge customs duties or other taxes. We have no control over these charges as customs policies vary widely from country to country. Please check with your local customs office for further information.
4. Where can you ship to?
We ship worldwide. There may be particular locations that we might require additional information to ship to, However, if such a rare event were to occur, we will get in touch with you ASAP.
5. What kind of warranty or guarantee do you offer on your products?
We sell products that we believe to be of high quality and reliability. Before shipping each dress to our customers, our Q&C personnel will do detailed check to ensure the high quality and Never on purpose send out damaged or faulty goods.
6. What is your Return Policy?
Customers need to contact JenJenHouse.com Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or color error, you are qualified to get a full refund. However, if the item is not faulty or it is made accordance with the size you ordered but does not fit, please note that we will Not accept your returned item.
7. How much will the shipping cost?
We have three shipping methods including expedited shipping, standard shipping and super saving shipping. The shipping fee varies from country to country. It also depends on the weight of the items you order. You may place a test order to check the shipping fee.
8. How long is the delivery time?
Currently it takes 11-13 days to make wedding dresses and 6-11 days to make other dresses since the day you place an order. You may check the specific tailoring period on the product page. The shipping time also differs in shipping methods. The fastest shipping - expedited shipping takes 3-6 days for the shipment. The standard shipping takes 5-8 days. The super saver shipping (only for orders of accessories valued less than $50) takes 15-30 days for the shipment. The sooner you place an order, the sooner we start preparing your dress. Thank you.
9. How is JenJenHouse.com different from other online bridal stores?
JenJenHouse.com goes right to the source to purchase our beautiful gowns. The gowns we sell are of the same high quality as the designers sold in traditional salons and by other online retailers. Although we do not sell “designer” labeled gowns, you still get a beautiful bridal gown, without the designer price.
You may also have these questions:
Q: I was wondering if anyone can tell me whether or not i could get it to fit with being pregnant??? plz get back to me.
A: We do offer maternity dresses for customers and you may go to this link to have a look: http://www.jenjenhouse.com/Maternity-Bridesmaid-Dresses-c45/?la=fromnavmenu. To make the right maternity dresses for you, firstly you may need to tick custom size and choose your current measurements, which costs extra $19.99. Secondly, we hope you could tell us your current belly size in the Special Instructions column when you check out. To help you get accurate measurements, please kindly refer to our measuring guide:http://www.jenjenhouse.com/about/help.php?act=pop&type=measure&cat_id=18.
For any other questions, please feel free to contact us.
Q: Is your size chart based on UK or USA standard? How is better to order right size?
A: Our size chart is made on our own, different from UK and USA size. You need to check our size chart to choose the right size. You may also refer to our measuring guide to see how to get professional measuring. If you have concerns about the size, we highly suggest you choose the custom size. Please get the professional measurements first and fill in the exact measurements when you place an order.
Q: Could we possibly get color swatches from you to see how the colors would work for this dress? Thank you!
A: We understand that it would be hard to choose the color over a computer screen. You are encouraged to order our fabric swatch and feel the fabric and color in reality. We have 1-Piece Fabric Swatch - 28 Color which only needs US$5.99. We also have 28-color with 6-piece fabric swatch, which needs US$26.99. Both are free shipping if you choose super saver shipping. Here is our link: http://www.jenjenhouse.com/search.php?q=swatch .
Q: What if I would like the dress shorter?
A: We are glad that you like our dress. Please understand that each dress is carefully tailored to match exactly what you see in the photos, and unfortunately we are unable to modify the length in any way.
If you would like dresses with shorter length, the “Narrow by” search function on the left-hand side of each dress category's main page can help you find the dresses you want. Here we provide custom size service for our customers, which costs $19.99. If you choose custom size and provide the correct hollow to floor measurement and your height, we will make the right length for you. The customized dress may fit you better.
For any other questions, please feel free to contact us.
Q: What if I would like to add straps to the dresses? Do I need to pay extra money?
A: For most dresses, it is OK to add spaghetti straps, and the width will be around 1 CM. It will take extra $15. As for the extra fee, please go to http://www.jenjenhouse.com/Customization---Spaghetti-Straps-034004963-g4963(link for customization) to purchase this service. You may simply order it with your dress together.
Also, after you go to the checkout page, please write down your requirements in the Special Instructions Column at the bottom of the checkout page and we will know.
Q: Can you change the back style of the dresses for me?
A: We do understand that you will prefer a dress with your personal characteristics. However, considering the original beauty of the dress, changing the back style will not be possible currently.
We have a large collection for your choice. You may have a look at other dresses with the back style you want. Thank you.
Q: If I order this dress in a standard size, can i return it if it does not fit?? Or if I just do not like it?
A: If we send wrong or unmatched dress, we will take all responsibility and give you a top solution to your best satisfaction. We are afraid that return without reason is not acceptable. So please measure your body precisely in accords with our website size chart. We offer the Size & Color Guide for your good use. Each dress you order will be made from scratch totally according to your specifications. Our tailors will make the perfect dress for you :)
Q: Hi I would love to order this dress for my wedding in April do you all ship to Trinidad & Tobago in the Caribbean?
A: Yes, we ship worldwide. However, we may need some more specific information about your shipping address. And then you can just add your favorite products to cart, and follow the procedure to fulfill the payment. Then you can just stay at home and wait for your product to come in due course.
Q: I'm trying to order a dress with knee length in custom size. When I am entering in my measurements as I want this in the Short length and not the long length, I'm still being asked to give the hollow to floor measurements which I do not require. Can you please tell me how I am able to place the order for this in the short length and not the long?
A: For the short dresses, our dressmakers will make the length based on the hollow to hem you fill in. You may also need to fill in the hollow to floor measurement, which can help us calculate your height so that we can ensure making the knee length dress for you. You may refer to our measuring guide to see how to get professionally measuring.
Q: Hi do you have real stores? Where can I try the dress on? I am a bit nervous to order the dress online without trying it on first..
A: We are so sorry but we do not have real stores in your place and we just do online business. We make high quality dresses in accordance with the pictures. While shopping online, you can also enjoy more competitive prices. Please feel free to contact us and we are willing to give you some professional suggestions.
Q: Can I place my order over the phone?
A: For the moment, we only accept orders on line. You may complete the payment online with your PayPal account and your rights will be safeguarded by PayPal. You can also pay for your order with your credit card, namely, Visa, MasterCard, Discovery and American Express.
Q: I placed my order and my payment just was not gone through?
A: Please do not worry. Log in to My Orders, click on the order you need help with and specify the payment problems you encountered. We will give you a reply within 24 hours to sort the problems out or give you other methods for payment.
Q: Dear staff, i would like to know the price of shipping for dresses of your website, or is it free? Thank you in advance.
A: Please understand that the dress is not of Free Shipping. The shipping time and cost depend on your specific address, the weight of the items as well as the shipping method you choose.
Q: Can I change the size and color for my dresses after payment?
A: If you want to change the size or color within 24 hours after payment, please kindly contact us. We will cancel your order and issue a full refund to you. You may need to place a new order with us.
Q: Hi, how do I order multiple items?
A: To place the order for multiple items you will have to follow the procedures as below. 1. Log in on our website; 2. Choose the color, size and add the item into the cart; 3. Press the button “continue shopping” and the add other items into cart; 4. Check out and pay for the dress. Our website will guide you with your order.
Q: I am wondering what "hollow to floor" means, i am hoping to put in the custom order.
A: Hollow to Floor is the length from your hollow (center of the collarbone) to the floor. When you measure it, please take the tape from your front, with bare foot. You should stand upright and your feet should keep together.
Q: Hi, I am getting married in april next year but i live in australia and would have to get custom fit, would my dress be here in time.
A: Surely we can deliver the dress to you on time. Usually it takes 11-13 days to make wedding dresses and 9-11 days to make other dresses. The fastest shipping just takes 3-6 days for the shipment. We suggest you order your dress about 2 months before your big day. Thanks.
All dresses on our website can be custom made to exact measurements if you provide us with your custom sizes. If you decide to order standard size, you may use the following charts to map your measurements to the closest size to be ordered. If your measurements indicate one size for the "bust" and a different size for the "waist and/or hips", we suggest ordering according to the largest measurement. Dresses can easily be taken in by a skilled tailor or professional seamstress.
SIZE CHART » How to measure
|Bust||32 ½||83||33 ½||85||34 ½||88||35 ½||90||36 ½||93||38||97||39 ½||100||41||104|
|Waist||25 ½||65||26 ½||67||27 ½||70||28 ½||72||29 ½||75||31||79||32 ½||83||34||86|
|Hips||35 ¾||91||36 ¾||93||37 ¾||96||38 ¾||98||39 ¾||101||41 ¼||105||42 ¾||109||44 ¼||112|
|Hollow to Floor||58||147||58||147||59||150||59||150||60||152||60||152||61||155||61||155|
|Waist||36 ¼||92||38 ½||98||40 ¾||104||43||109||45 ¼||115||47 ½||121|
|Hips||45 ½||116||47 ½||121||49 ½||126||51 ½||131||53 ½||136||55 ½||141|
|Hollow to Floor||61||155||61||155||61||155||61||155||61||155||61||155|
Correct measurements are the prerequisites of getting a perfect fitting dress. Before ordering a made-to-order dress from JenJenHouse.com, you are encouraged to get measured correctly by a professional local tailor. We would like to emphasize that measuring yourself at home is trickier than you think. Here are some useful guidance on which measurements are needed and how to correctly take them.
Watch Us Measure
Hollow to Floor
Hollow to Floor
For Bridal Jacket/ Mini Wraps