- COLOR CHART
- SIZE CHART
- MEASURING
- RETURN POLICY
- QUALITY GUARANTEE
- FAQS
Finding The Right Fit
Shoes for weddings, accessories and events have the following attributes:
Size: True to Size
Width: Accurate
Boot Shaft: True to Size
Arch Support: Minimal
For shoe size conversion, please consult our size charts below:
| Women's Shoe Size Equivalents Set B | ||||||
| Europe Size | US Size | UK Size | BareFoot Size | |||
| Foot Length(inch) | Foot Length (cm) | Foot Girth (inch) | Foot Girth (cm) | |||
| 34 | 3 | 1 | 8.54 | 21.68 | 8.35 | 21.2 |
| 35 | 4 | 2 | 8.8 | 22.34 | 8.03 | 20.4 |
| 36 | 5 | 3 | 9.06 | 23 | 8.21 | 20.85 |
| 37 | 6 | 4 | 9.31 | 23.66 | 8.39 | 21.3 |
| 38 | 7 | 5 | 9.57 | 24.32 | 8.56 | 21.75 |
| 39 | 8 | 6 | 9.83 | 24.98 | 8.74 | 22.2 |
| 40 | 9 | 7 | 10.09 | 25.64 | 8.92 | 22.65 |
| 41 | 10 | 8 | 10.35 | 26.3 | 9.09 | 23.1 |
| 42 | 11 | 9 | 10.61 | 26.96 | 9.27 | 23.55 |
How to measure
Measure with undergarments similar to those you will wear with your dress; Do not measure over other clothing. Make sure the measuring tape is parallel to the floor and pulled evenly across the body with no slack. You may want to consider getting professionally measured.
Standard Dresses
Bust
*This is not your bra size!
*Wear a bra
*Relax arms at sides
*Pull tape across the fullest part of the bust
Waist
*Find the natural waist
*This is the smallest part of the waist
*Usually about 1 in. above belly button
*Keep tape slightly loose to
allow for breathing room
Hips
*Find the widest part of the hips
*Usually about 7 in. below natural waist
*Tape should brush across both hipbones
Shoulder
Shoulder - From the edge of the shoulder socket, measure across the back to the same point on the other shoulder.
Hollow to Floor (Bare Foot)
*Stand straight with feet together
*Measure in bare feet
*Begin at the hollow space
between the collarbones and
pull tape straight down to the floor
*To fit high heels, we’ll add
an extra 5 cm onto custom-sized
floor-length dresses and dresses with trains
Height
* Stand straight with feet together
* Measure in bare feet
* Begin at the top of the head and
pull tape straight down to the floorMaternity Dresses
Upper Bust
*Relax arms at sides
*Measure the highest part of the chest
*Pull the tape right underneath the arms
Bust
*This is not your bra size!
*Wear a bra
*Relax arms at sides
*Pull tape across the fullest part of the bust
Under Bust
Measure immediately under breasts
Around Belly
*Find the fullest part of the belly
*Pull tape around the belly
*Keep tape slight loose for comfort
Hips
*Find the widest part of the hips
*Usually about 7 in. below natural waist
*Tape should brush across both hipbones
Hollow to Floor (Bare Foot)
*Stand straight with feet together
*Measure in bare feet
*Begin at the hollow space
between the collarbones and
pull tape straight down to the floor
*To fit high heels, we’ll add
an extra 5 cm onto custom-sized
floor-length dresses and dresses with trains
Height
* Stand straight with feet together
* Measure in bare feet
* Begin at the top of the head and
pull tape straight down to the floorFor Bridal Jacket/ Mini Wraps
Bust
Bust - Not your bra size! Take the tape around your back and bring it across the fullest part of your bust.
Shoulder
Shoulder - From the edge of the shoulder socket, measure across the back to the same point on the other shoulder.
Arm Length
Arm Length - Measure from your shoulder point to the wrist.
Armscye
Measure from the top of the shoulder, down the front of the shoulder, under the arm pit, and up the back of the shoulder.
Our Color & Fabric Selection
Top
White
Top
White
Top
White
Top
White
CharmeuseTop
White
Silk Like SatinTop
White
General Return Policies
1. Contact JenJenHouse.com 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 was not item ordered), we will be responsible for item exchange and postage will be on us. 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.
Please note that we will not accept any returned items by the color difference which is caused by your display monitor or the weather condition.
Specific Policies for Our Items
Order Cancellation
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was created with bearing this in mind. However, it is important to note that our dresses are made to order, and once the tailoring process has begun the materials cannot be reused. The good news is that after placing your order, there is still time for you to change your mind. For further details, please refer to our cancellation policy below.
Cancellation Policy
- Unpaid orders will be cancelled automatically after 5 days. We receive hundreds of test orders each day which our members are using to quote certain cart contents and save the invoice for later reference.
- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders cancelled 24 to 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 80% of the product purchase price, in order to cover the material cost.
- Orders cancelled 72 to 120 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price, in order to cover the material cost and necessary labor cost.
- Orders cancelled more than 120 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
- Once your order has been shipped, it can no longer be cancelled.
- Orders that are not paid within 120 hours will be canceled automatically by our system.
If you would like to cancel your order, please login to My Orders, select the order you need help with, and request a cancellation.
Returning For Replacement or Refund
Your satisfaction is of utmost importance to the JenJenHouse.com Team. Upon the arrival of your package, it is suggested that you check and make sure the dress has been made in accordance with your order specifications. Please try on your dress as soon as possible without altering, removing the tags, or washing the dress.
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.
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 first obtain "Proof of Damage" documentation from your delivery carrier, which needs to 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 still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications.
Size Deviation
If your dress size differs from the specifications of your order by more than one inch, please feel free to choose from the following options:
You are encouraged to find a local tailor to make adjustments. In this case, we will reimburse you for up to 40% of the product price as tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting 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.
You can go to a local tailor or a professional seamstress to have the dress re-sized at your own cost:
Please note that if your order specifications differ too greatly from the final sizing request, re-sizing may not be possible.
Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on JenJenHouse.com . Slight color aberration of your dress and the color shown on screen 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 due to hygienic reasons
Perishables, earrings (including jewelry sets containing earrings), and personal care items (including lingerie, etc) are final sale, no returns, no exchanges.
Return Process
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.
Please note that returns will not be accepted without prior approval from JenJenHouse.com Customer Service.
2. Once JenJenHouse.com Customer Service has approved your request, we will provide you with 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 once you have received the form. Include the Product Return Form with your return. Please don’t use courier agency like UPS, DHL or FedEx to return the parcel as we will not pay for the Custom fee that might caused.
3. Once received at our facility, your return will be processed in within 24 hours. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account.
Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.
All PayPal payment can only refund via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
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. How is sales tax paid?
The product prices you see has already included sales taxes.
Note: please be aware that some countries may charge a customs import duty tax that you may have to pay, 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?
Usually it takes 11-13 days to make wedding dresses and 9-11 days to make other dresses since the day you place an order. The shipping time also differs in shipping methods. The fastest shipping - expedited shipping takes 5-6 days for the shipment. The standard shipping takes 5-9 days. The super saver shipping takes 15-20 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 weather or not i could get it to fit with being pregnant??? plz get back to me
A: Yes, but it is suggested that you tell us your body size about a month ahead of the wedding. We can make the dress fit your body.
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? What measurements should I provide in the custom order fields?
A: You can give us a smaller Hollow to Hem size. Please kindly measure yourself carefully and choose a size that fits you most. We also suggest you tell us that you need the dress shorter in the Special Instructions column at the bottom of the checkout page. Then we will know. Thank you.
Q: What if I would like to do some alterations on the dress, like adding the straps or changing the back style? Do I need to pay extra money?
A: Yes you may need to pay extra if you require any alterations on the dress.
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.