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FAQ

Orders
- How do I place an order online?
- Is my personal information kept private?
- I tried to place an order and it didn't go through. What can I do?
-
Can I also place telephone orders at LaDress?
- How do I find the right size?
- Can I send an item as a gift?
- How do I know if an item is in stock?
- A size is out of stock, what can I do?
- What is the pre-order option?
- How do I place a pre-order?
- How will I be notified that an item/size is available again after placing a pre-order?

Product and sizes
- What fabrics do you use?
- Can I receive a fabric sample?
- Do you offer warranty on the item/fabric?
- What sizes do you offer?
- How do I find the right size?
- Do you offer a repairs service?

Payment

- Which payment methods do you accept?
- Is the payment process secure?
- Where do I send wire transfer payments?
- How do I redeem a gift card?
- Do I have to pay custom duties and taxes if my order is shipped outside the European Union?
- How much are the custom duties and taxes for my order?
 
Shipping

- Do you offer free shipping?
- Where do you ship?
- How long will it take for my order to arrive?
- Do you ship on weekends and national holidays?
- What are your shipping rates?
- Can I track my order?
- Is my package secured?
- Where will my order be shipped?
- Do I need to sign for the package?

Returns and exchanges
- What is your return policy?
- I received the wrong size or product, what should I do?
- Can I exchange an item for another size?
- Can I exchange an item for another color?
- Can I exchange an item for another item?
- Can I return gift certificates?
- How will I receive a refund for returned items?
- When will I receive a refund for returned items?

General questions
- How can I reach the customer service?
- What if I forget my password?
- How do I unsubscribe from the newsletter?
- Who can I contact in case of questions or problems?

Orders
How do I place an order?
You can either shop by color, fabric or model using the navigation at the top of the Shop.

Click on the image to access the product detail page for specific information and sizing options for the selected product.

Please note that prices shown are in Euros, including 21% VAT. LaDress does not charge shipping costs for standard shipments within the Netherlands.

To add a product to your cart, first select your size (if applicable) and click on 'Add to bag'. Review the item(s) in your shopping bag by clicking on 'View bag'. You have the option to delete items by clicking on 'Remove'. You may click on 'Continue shopping' to continue browsing, or if you are ready to check out, click on 'Check out'.

Finalize your purchase. For non-registered customers, please register. Make sure you fill out all fields. If you have already registered with us, simply login using your email address and the password you created for the account.

Select your preferred payment method. Payment can be made by credit card (Visa, Mastercard, American Express), iDeal from your online banking account, Maestro, Bank transfer, Paypal, Bancontact, Sofort, Giropay or by redeeming a gift card.

Please carefully read our Terms and Conditions prior to placing your order.

Is my personal information kept private?
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this to third parties.

To register at LaDress we will need to know your name, email address, gender and telephone number. When processing your order online we require your billing address, shipping address and payment information. If necessary, these details may be shared with a credit reference agency to verify your order.

I tried to place an order and it didn't go through. What can I do?
Please contact our customer service by sending an email to info@ladress.com or call us at +31 20 528 50 28.

Can I also place telephone orders at LaDress.com?
Yes. Contact us at +31 20 528 50 28 and one of our employees will be happy to assist you.

How do I find the right size?
To find out your size view our Size guide. Or you can order our size guide and tape measure and have it delivered at your doorstep. Just send an email to info@ladress.com. If it's your first LaDress order, you will receive the size guide and tape measure automatically with your order. Should you be unhappy with the fit of a particular purchase, you can return the item or exchange it for a different size. Please follow the instructions listed under our Return and exchange policy.

Can I send an item as a gift?
Yes. Please email us at info@ladress.com and let us know that you'd like to send the item as a gift. The gift will be sent without an invoice to delivery addresses within the European Union. Please note that due to customs restrictions, we must include an invoice on all international orders. The invoice will be placed in an envelope outside the gift packaging.

How do I know if an item is in stock?
All items are in stock unless the size option is displayed in light grey or if a pop-up appears with a delivery time. When the size option is displayed in light grey, you are not able to select this size. When the size option is black, but a pop-up appears, you can still place an order, but there will be a delivery time. Please be aware that even if an item is in your shopping bag, another customer can still buy it until you have completed your order.

A size is out of stock, what can I do?
You are able to place an order for the size you would like to order when the size option is still black and a pop-up appears. If you are not able to select the size option, this is due to the fact the item is limited. It will not be delivered back in stock.

What is the pre-order option?
Sometimes when products are temporarily sold out, a pop-up will appear. You are able to place a pre-order. We will notify you by email about the delivery time. As soon as the requested item is back in stock we will inform you.

How do I place a pre-order?

Please click on the "Ok" button when the pop-up appears and complete your order as usual. You will be updated about the delivery time of the product. As soon as your order is back in stock we will inform you about that. If you are not interested in the product when it is back in stock you are able to cancel the pre-order.

How will I be notified that an item/size is available again after placing a pre-order?

You will be informed about the time period you have to wait before the item can be send to you. As soon as the item is back in stock we will send the item to you and you will receive a shipping confirmation. 
Pre-orders will be back in stock within six weeks.
There is no guarantee that pre-order items will be back in stock.

Product and sizes
What fabrics do you use?

We use high quality fabrics, such as silk, wool, jersey lycra and crêpe.

Can I receive a fabric sample?
It is possible to receive a fabric sample of the dress of your interest. You can send an email to info@ladress.com. We strive to ship the fabric sample within 24 hours.

Do you offer warranty on the item/fabric?
We aim to offer you the highest quality products. We offer warranty when a product has a production default up to a year from the date of purchase. If there is something wrong with your item, please inform us via email or by telephone +31 20 528 5028.

What sizes do you offer?
Most products are available in our whole size range, from size XXS to XXL.

How do I find the right size?
Please see our Size guide to find your right size.

Do you offer a repairs service?
We only offer a repairs service if your item has a production default. We do not accept other impairments.

Payment
Which payment methods do you accept?
Visa
Master Card
American Express
Banktransfer (international with an IBAN and Swift number)
iDeal (The Netherlands)
PayPal
Maestro
Sofort
Giropay
Bancontact
Redeeming a giftcard

Is the payment process secure?
All sensitive/credit information supplied by you is transmitted via Secure Socket Layer (SSL) technology, which encrypts your information before it is sent to us to protect the information from unauthorized use.

Besides SSL encryption, PaySquare makes use of 3-D Secure. 3-D Secure represents an extra level of security for you when placing an order. It protects you against misuse of your credit card number, because you confirm your identity first, before you make the payment. Only if you are the legal owner can your credit card be used to make an Internet payment.

We take every possible measure to ensure that business partners who receive information from us provide adequate protection for your data.

Where do I send wire transfer payments?
Please send payments to
Company name           LaDress B.V.
Account number          24.32.64.771
IBAN number              NL46ABNA0243264771
Swift/BIC number        ABNANL2AXXX

How do I redeem a giftcard?
The giftcard code will be written on the certificate in the email notification or on the printed giftcard. Enter the giftcard code during the checkout process. If the giftcard amount exceeds the order total, a new giftcard will be emailed with the redeeming balance to be used on future orders.
If you are having any problems redeeming your giftcard, please send an email to info@ladress.com. We will not be able to apply a giftcard to your purchase after it is completed. Giftcard presented after purchase will not be accepted.

Do I have to pay custom duties and taxes if my order is shipped outside the European Union?

International shipments, outside the European Union, may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient.

How much are the custom duties and taxes for my order?
Inside the European Union 21% VAT is mandatory, which is included in the price. Custom policies vary widely between countries. Please contact your local customs office for further information. To ensure quick delivery to you, any custom duties and taxes imposed by your government will be paid by you.

Shipping
Do you offer free shipping?
Currently LaDress ships every order within the European Union free of charge with a standard service. For all countries outside the European Union, shipping costs will be charged. Orders with a shipping destination within the Netherlands will be shipped with PostNL. Orders with a shipping destination outside the Netherlands will be shipped with UPS.

To see how soon you will get your order please see our Shipping and handling section.

Where do you ship?
LaDress ships all over the world! Please see our Shipping and handling section for the delivery times to your location. Is your location not on the list? Please send an email to info@ladress.com for more information.

How long will it take for my order to arrive?
Once your order has been shipped, orders within The Netherlands usually take 48 hours to be delivered.
Please click here for the delivery dates for international orders (times vary according to customs procedures for each individual country).

Do you ship on weekends and national holidays?
PostNL delivers the packages on weekdays and on Saturdays. UPS delivers the packages from Monday to Friday.
Delivery times do not include Sundays and holidays.

What are your shipping rates?
Currently LaDress ships every order within the European Union free of charge with a standard service. For all other countries, shipping costs will be charged. You can find the shipping costs per country here. To see how soon you will get your order please see our Shipping and handling section.

Can I track my order?
As soon as your order is shipped, you will receive an email notification with a tracking number.

Is the shipping destination in the Netherlands? Click on this link to trace your package.
Is het shipping destination outside the Netherlands? Click on this link to trace your package.

Is my package secured?
We insure all packages in transit from LaDress to the delivery address against theft and accidental damage. Once the package has been signed for, it is no longer insured.

Where will my order be shipped from?
Orders are shipped from Amsterdam, The Netherlands, where LaDress is located.

Do I need to sign for the package?
Yes. All orders that are shipped will require a signature from the recipient.

Returns and exchanges
What is your return policy?
Please see our complete Return and exchange policy.

I received the wrong size or product, what should I do?
If you have received a wrong size or product please send an email to info@ladress.com and our customer service employees will help you further.

Can I exchange an item for another size?
Yes, you can exchange every product for any size without any extra costs the first time, if the item is available and if you return within 14 days. We will send your exchange free of shipping costs. For every next return and exchange within the same order, return and shipping costs will be charged.

Can I exchange an item for another color?
Yes, you can exchange every product for another color without any extra costs the first time, if the item is available and if you return within 14 days. We will send your exchange free of shipping costs. For every next return and exchange within the same order, return and shipping costs will be charged.

Can I exchange an item for another item?
You can exchange every product for another item, if the item is available and if you return within 14 days. There are no extra costs involved for exchanging products the first time. We will send your exchange free of shipping costs. For every next return and exchange within the same order, return and shipping costs will be charged. If the amount exceeds the original order, you will receive an additional invoice. If the amount is less than the original order, you will be refunded.

Can I return giftcards?
No. Giftcards are valid for one year onward from date of purchase and cannot be returned. The total value can also be redeemed in parts on various orders.

How will I receive a refund for returned items?
We can refund the amount to your creditcard or to your bank account.

When will I receive a refund for returned items?
A time frame of a few days can pass between the receipt of your returned merchandise and the return process. The refund will be made within a time frame of maximum 10 days. Normally credit appears within two months statements of credit cards. In case the recipient of the product does not correspond with the buyer of the product, a credit will be refunded to the original buyer and the credit card holder. Please note that shipping costs will not be refunded.

Please be aware that international customs duties and sales taxes are not refunded for shipments outside the European Union.

General questions
How can I reach the customers service?
You can send an email to info@ladress.com or call us at +31 20 528 50 28.
Our regular office hours are Monday to Friday 8.30 am to 6.00 pm, excluding national days, on Saturday we're open from 10.00 am to 5.00 pm and on Sunday from 12.00 pm to 5.00 pm.

What if I forget my password?
Please send an e-mail to info@ladress.com to retrieve your password.

How do I unsubscribe from the newsletter?
Please click here to unsubscribe from the newsletter.

Who can I contact in case of questions or problems?
Our customer care team is ready to assist you with questions and queries Monday to Friday from 8.30 am to 6:00 pm. Please feel free to contact us at +31 20 528 50 28 or send us an email at info@ladress.com.