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    faqs

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    BRIDAL

    Do you offer a bridal party discount?

    Please contact our Customer Care Specialist for more information about our bridal party offering.

    Does the return policy apply to bridal dresses?

    Yes, no worries if you have a change of heart. Please view our return policy here.

    Can I order a dress in a custom color?

    Yes, you may be able to place a special order for an existing style in a different color. Please contact our Customer Care Specialist to see if it would be possible to place a special order in your desired color. Please note that special orders take 8 weeks to produce, cost an additional 40% of retail price, and are final sale.

    Can I try on your bridal dresses in-store?

    Yes. Please view our Store Locations to find which Tadashi Shoji boutiques are near you.

    Can I request a fabric swatch?

    Yes, please contact our Customer Care Specialist, who can arrange to send swatches of your desired fabrics and colors.

    COMPLIMENTARY HEMMING

    How does the process work?

    We offer complimentary hemming on recent purchases from tadashishoji.com.

    If you bought your item here online and its too long, no need to worry. Simply request our Complimentary Hemming Form and our Fit Specialists will gladly assist you. Be sure to include your order number, style number and the approximate number of inches you would like hemmed. Please note, while we offer complimentary hemming, we do not offer complimentary alterations.

    How long does it take?

    The expected hemming turnaround is 5-10 business days after the package is received in our warehouse. Please allow additional time for transit. (standard: 3-6 business days, expedited: 2-3 business days, overnight: 1-2 business days).

    How do I measure?

    Our Fit Specialists are available to help guide you through the process. You will need to record the number of inches you would like to take up from the bottom hem. Remember to account for heel height when measuring.

    Am I able to return?

    Once comlimentary hemming has been completed, the garment will be listed as final sale and no longer available for return.

    INTERNATIONAL ORDERS

    Which countries do you ship to?

    We currently ship to 155 countries through our international courier UPS i-parcel. View the complete list here.

    What methods of payment do you accept?

    We accept PayPal and the following credit cards: American Express, Visa, MasterCard, and Discover.

    Do you accept international credit cards?

    We accept the following international credit cards: American Express, Visa, MasterCard, and Discover.

    What is included in the shipping costs?

    The shipping costs include all customs and duties. Please note that international orders may be subject to customs clearance procedures upon reaching the destination country, which may cause delays. Shipments to Russia may incur fees beyond the delivery estimates.

    What is your return policy?

    We accept returns for items in their new, unused condition with all garment tags still attached. Merchandise must be shipped within 30 days of the delivery date. Please allow 7 days for shipping transit. View our complete Return Policy here.

    When can I expect my order to arrive?

    Orders will be processed and shipped the next business day and are expected to arrive within seven to twelve business days. Please note that international orders may be subject to customs clearance procedures upon reaching the destination country, which may cause delays beyond the delivery estimates.

    How do I find my size using international sizing?

    Please refer to our Size Guide, where you can find your best fit using our International Size Conversion.

    Are all prices displayed in US dollars?

    Yes. We recommend using a currency converter website in order to calculate the cost in your local currency.

    MERCHANDISE & AVAILABILITY

    Are the colors of the dresses true to what I see in the pictures online?

    While we do our best to ensure that the photos we upload are true to the color of the dresses, you may experience a slight variation in color due to your computer monitor.

    I just saw the fashion show in New York. How long does it take for a new season’s collection to become available to purchase online?

    It typically takes five to eight months for a new collection to be made available for purchase online. Please subscribe to our email newsletters to receive the latest updates.

    I saw a style on your site but later when I returned back, it was not available. What should I do?

    Please contact Customer Care, who can advise if a particular style will be made available again or can be purchased as a Special Order. If you are looking for a particular size that is no longer in stock, you can opt to be notified if your desired size becomes available by selecting ‘Don’t see your size?’ on the product page.

    Are there more colors available for purchase than what I see online?

    All colors available for purchase online will be listed on the product page. If you are looking for a particular color that is not listed, please contact Customer Care as you may be able to place a Special Order.

    If a style is out of stock, will you be getting any more in stock?

    Please contact Customer Care, who can advise if a particular style will be made available again or can be purchased as a Special Order. If you are looking for a particular size that is no longer in stock, you can opt to be notified if your desired size becomes available again by selecting ‘Don’t see your size?’ on the product page.

    Can I be notified if a size is added back in stock?

    Yes, if you are looking for a particular size that is no longer in stock, you can opt to be notified if your size becomes available again by selecting ‘Don’t see your size?’ on your desired product’s page.

    MERCHANDISE CARE

    How do you recommend I care for my dress?

    We recommend following the care instructions indicated on the care label inside the dress and taking your dress to a trusted and experienced cleaner.

    Can my dress be repaired?

    Quality is our highest priority. We will be happy to replace or repair any item purchased that is the result of defects in material or workmanship. However, we cannot process repairs for merchandise defective as a result of normal wear and tear or any damages incurred during the dry cleaning or alteration process.

    ORDERS & PAYMENT

    Do I need to create an account to place an order?

    No. Simply choose to checkout as a guest and continue through the checkout process. However, with an account, you will be the first to know about new arrivals, special offers and more.

    Can I place an order over the phone?

    Yes, please call Customer Care (1-855-827-4654), who can facilitate your order over the phone. Be sure to reference the style number and color of the item(s) you are interested in purchasing.

    Which methods of payment do you accept?

    We accept PayPal and the following credit cards: American Express, Visa, MasterCard, and Discover.

    Do you accept international credit cards?

    We accept the following international credit cards: American Express, Visa, MasterCard, and Discover.

    How can I be sure my payment details are secure?

    We use Authorize.net to ensure your payment details are secure. You can also review our Privacy Policy here.

    How do I know if my order has been placed?

    You will receive an email confirmation to let you know your order has been received and processed. You can track the status of your order here.

    Can I change or cancel my order once it has been processed?

    If your order has not yet shipped, we will do our best to change or cancel your order once it has been processed. Please contact Customer Care as soon as possible to see what options are available.

    I received a refund notification but did not request to cancel my order. Does this mean my order will not ship?

    We apologize for any inconvenience this may have caused. The size or color you ordered may have been out of stock. Please allow up to 10 business days for the refund to be reflected in your account.

    RETURNS & EXCHANGES

    What is your return policy?

    We accept returns for items in their new, unused condition with all garment tags still attached. Merchandise must be shipped within 15 days of the delivery date. Please allow 7 days for shipping transit. View our complete Return Policy here.

    Are discounted styles eligible for return?

    Yes, unless the discounted style has been marked FINAL SALE. Final Sale items maybe exchanged for another size in the same style depending on availability.

    Are special orders eligible for return?

    Since special orders are custom-made to your request, they are not eligible for a return/exchange of any kind.

    Are Online Exclusive styles eligible for return?

    Yes, our return policy is available here.

    Can I return an online or phone order in-store?

    At this time, we do not allow for items to be returned to our stores, though we do include a pre-printed return label to allow for an easier return process.

    How much is return shipping?

    All US returns made with our prepaid UPS return label are free. For all other returns, customers are responsible for paying for return shipping costs.

    How long will it take to receive a refund?

    Please allow up to 10 business days after we receive your return for processing. Once your refund is issued a credit confirmation email will be sent to the email address your order was placed under. An additonal processing time may apply for your bank to complete the refund.

    What should I do if my order is damaged?

    We apologize. If your order arrives damaged, please contact Customer Care as soon as possible.

    Are any styles final sale?

    Any style that has been marked FINAL SALE on the product page and shopping cart is not eligible for a return of any kind. Final Sale items maybe exchanged for another size in the same style depending on availability. Shibue Couture products are not eligible for returns or exchnages.

    How do I return or exchange a gift?

    Please contact Customer Care, who can assist you with this request.

    How do I know that you received my return?

    Once we have received and processed your return, we will send you a refund notification email. Credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time.

    SHIPPING

    How soon will my order be shipped?

    Orders placed Monday - Thursday will be processed and shipped on the next business day, excluding holidays. If your order is placed Friday - Sunday it will be processed the following business day. More information on shipping & delivery is available here.

    When can I expect my order to arrive?

    The estimated arrival of your order will vary based on the shipping option that you selected. Orders shipped with UPS 2nd Day Air are expected to arrive within 2-3 business days, while orders placed with UPS Ground are expected to arrive within 3-6 business days. Overnight orders that ship on Friday will not be delivered until the following Monday. Delivery time frames for overnight delivery is estimated to be 1-2 business days. More information on shipping & delivery is available here.

    Do you ship internationally?

    Yes, we offer international shipping to 155 countries. View the complete list here.

    Do you offer overnight shipping?

    Yes, for an additional $40.

    Can I change my shipping method after my order has been placed?

    If your order has not already been prepared for shipping, you may contact Customer Care to change the shipping method.

    Can I track the status of my order?

    Upon the completion of your order, you will receive an email confirmation outlining the details of your order. This message will include a link that will direct you to updated tracking information. You can also check the status of your order under the My Account or the Order Tracking section of our website.

    Has my order been shipped?

    We will email you a shipping confirmation once your order has shipped. This email will include a UPS tracking number to track the status of your shipment.

    Can I pick up my order in-store?

    At this time, we do not allow for items to be picked up in our retail stores, though we do offer different expedited shipping options to allow for a speedy delivery.

    Can I ship to a different address than my billing address?

    Yes, simply provide your billing information and indicate that you would like to ship to a different address. You will then be prompted to enter your shipping information.

    SIZING

    Are the measurements listed on the Size Guide true to size?

    Yes, the measurements listed on our Size Guide provide the best guidelines for finding your true fit.

    How do I find my size using international sizing?

    Please refer to our Size Guide, where you can find your best fit using our International Size Conversion.

    What should I do if my size is not listed on the Size Guide?

    If you are between sizes, we recommend going one size down as our dresses tend to run slightly large. If you continue to have difficulty finding your size, please contact Customer Care, who can assist with finding your best fit.

    Are petite sizes available?

    Yes, please visit our petite's section for a complete list of available styles.

    Will the gowns drag if you are not as tall as the model?

    We advise hemming your gown if it drags too much as to avoid snagging or attracting dirt. We do recommend wearing heels with our gowns if your measurements are shorter than the approximate length from natural waist to hem listed on our product pages.

    What is Queen sizing?

    Queen sizing refers to our Plus Size collection, which includes sizes 14Q to 24Q and 1X to 3X.

    What is the difference between a regular size and a Queen size?

    Queen sizing refers to our Plus Size collection, which includes sizes 14Q to 24Q and 1X to 3X. For styles in which we offer both Missy and Queen options (for example, 14 and 14Q), the Queen size is larger in the bust, waist, and hip while maintaining the same length. Please refer to our Size Guide to see whether our Missy or Queen size would be the best fit based upon your measurements.

    What does the Q mean?

    The Q refers to our Plus Size collection, which includes sizes 14Q to 24Q and 1X to 3X.

    How do I know what my body shape is?

    Please refer to our Fit Guide, where we discuss different body shapes and provide suggestions for dress silhouettes that will be most flattering.

    Can the dresses be altered?

    Usually, though we recommend taking them to a trusted and experienced tailor.

    SPECIAL ORDERS

    Can I order a custom dress?

    You may be able to place a special order for an existing style in a different color, fabric or size that is otherwise out of stock. Please contact our Customer Care Specialist to see if it would be possible to place a special order for your desired style. Special orders take 8 weeks to process, cost an additional 40% of retail price, and are final sale.

    Can I order a longer dress length?

    Please contact our Customer Care Specialist to see if it would be possible to place a special order with your desired length.

    Can I order a dress in a custom color?

    Yes, you may be able to place a special order for an existing style in a different color. Please contact our Customer Care Specialist to see if it would be possible to place a special order in your desired color. Please note that special orders take 8 weeks to process, cost an additional 40% of retail price, and are final sale.

    Can I order a dress that is no longer available?

    Please contact our Customer Care Specialist to see if it would be possible to place a special order for your desired style. Please note that special orders take 8 weeks to produce, cost an additional 40% of retail price, and are final sale.

    Can I request a fabric swatch?

    Yes, please contact our Customer Care Specialist, who can arrange to send swatches of your desired fabrics and colors.

    Can I purchase extra fabric?

    Yes, depending on the availability of the requested fabric. Fabric orders can take up to 5 business days to complete and are final sale. Please contact Customer Care for more information.

    Can I order a matching stole?

    Yes, please contact Customer Care to place an order for a matching stole.

    STORE LOCATIONS

    Where can I try on Tadashi Shoji dresses in my city?

    Please view our Store Locations to find which Tadashi Shoji boutiques are near you.

    If you can’t find what you’re looking for, please contact Customer Care.