FAQ

Frequently Asked Questions

1. What is the expected delivery timeline?

Queenala gowns are handcrafted to order.

  • Wedding Gowns: 20–25 days tailoring

  • Other Dresses: 15–20 days tailoring

  • Expedited Shipping: 5–8 days

  • Standard Shipping: 8–15 days

Orders begin production immediately after payment.

2. Can I request faster delivery?

Yes. Rush production is available for an additional fee.
Please contact our concierge team for arrangements.

3. Do you offer custom colors?

Yes. Custom colors are offered at no extra cost.
Select “Other Color” and include the color code in your order note.

4. Do you offer custom sizing?

Yes. Personal measurements are accepted at no additional fee.
Provide your bust, waist, hips, and hollow-to-floor measurements at checkout.

5. What is your return policy?

Eligible returns include:

  • Defective items

  • Incorrect color, size, or design due to our error

Returns for personal preference or sizing mistakes are not accepted.
Contact us within 48 hours of receiving your order.

6. Do you ship internationally?

Yes, we ship worldwide via DHL, UPS, TNT, and other premium couriers.

7. What payment methods are supported?

We accept:

  • Major credit/debit cards

  • PayPal

Additional Information

Custom Modifications

Straps may be added free of charge unless decorative beading or appliqué is required—then a $9.99 fee applies.

Design Alterations

Back design modifications are not available.

Returns for Standard Sizes

Returns for non-defective issues are not accepted.
We strongly recommend measuring carefully before ordering.

International Destinations

Yes, we deliver to the Caribbean, Australia, Europe, and beyond.

Why is “Hollow to Floor” required for short dresses?

It allows our designers to accurately determine your height and produce the correct knee-length proportion.

Do you have a physical store?

No, Queenala operates exclusively online to provide personalized couture-level service worldwide.

Order by Phone

Orders must be placed directly through our website for security and accuracy.

Payment Issues

If payment fails, please visit My Orders and submit the problem. Our team will assist promptly.

Shipping Costs

Costs vary based on destination and weight.
Shipping fees appear at checkout.

Changing Size or Color

Modifications are allowed within 48 hours of payment.

Ordering Multiple Items

Add each item to your cart, then proceed to checkout once all selections are complete.

Understanding Measurements

“Hollow to Floor” refers to the distance from the hollow at your collarbone to the floor, measured barefoot.

Event Deadlines

We recommend ordering at least 2 months before your event.
Rush options are available upon request.