FAQs

Please check our Help & Frequently Asked Questions.

 

How do I navigate through the store?
We hope you have a wonderful experience shopping at WonderlandByLilian. All of our items have detailed pictures and descriptions at the click of the mouse. If there are any additional questions regarding any of the items, please contact us at info@wonderlandbylilian.com. Just use the links at the top of every page to go to the item you want. If you get lost, or want to return to something you saw in a previous screen, you can use the links within the upper bar to retrace your steps.

How do I make a purchase?
Simply navigate to the product you are interested in purchasing, then click on the "Add to Cart" button. You will then enter the shopping cart area to view your list of items for purchase. If you are done shopping, click on the checkout button to complete your purchase where you will be prompted for shipping & payment information. All online transactions are secure & encrypted with SSL (secure socket layer) technology for ultimate protection of private and financial information.

Do you send printed catalogues?
As our product inventory is constantly evolving to keep up with the trends, WonderlandByLilian does not carry a print catalog. We feature all of our products on our website. Please visit http://www.wonderlandbylilian.com

What are my payment options?
WonderlandByLilian accepts Visa, Mastercard, American Express and Discover credit card payments. For your convenience, we also accept payment via PayPal, Apple Pay, cashiers checks and money orders. All orders paid by check or money order shall be processed and shipped once payment has been received.

What is the currency for all prices?
All prices listed on our website are quoted in US Dollars.

What is WonderlandByLilian pricing and discount policy?
We offer best quality with competitive pricing point at WonderlandByLilian. Each month or so, we also send out discount coupons and promotional offers to members on our mailing list. We also offer complimentary shipping internationally for all orders over $100.

How do I order online?
Placing an order online is easy and convenient. Simply select the products you would like to purchase and place them in your shopping cart. When you are finished shopping, select the "check out" feature to begin the checkout process. Once you have entered your shipping and billing information, submit your order.

Do you have a store front?
At this moment, we are only selling online. But our future showroom/ pop up events will be announced as soon as they come up! Please follow up on Instagram (@WonderlandByLilian) and Facebook(@WonderlandByLilian) to receive latest updates!


Do you ship internationally?
Yes we do. We offer free shipping internationally for all orders over $100. Priority shipping (4-6 business days) available if time is a concern.
Please refer to the check-out page or contact us to check the rate for DHL shipping.

Are online transactions secure?
WonderlandByLilian assures that all transactions conducted online are completely secure. Our website uses secure socket layer (SSL) certification. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records.

What is WonderlandByLilian' product availability?
Most of our wedding dresses&ball gowns are made-to-order. After receiving your order, our tailor will be working on custom making your dress(customization available). It normally takes 2-5 weeks for us to ship the made-to-order out. But for expedited service, we could try to prioritize your order, which can take only 1 week.
*Note: During the peak time of our orders, rush fee could be charged
Also, we stock some of our dresses, so they will ship within 3-7 business days if they’re in stock .

What if my event is coming up and I have no more time?
We offer Expedited service so please reach out ( live chat, email or call +1 415 962 6922) to let us know your event date. Let’s communicate:) We will try our best to assist.
For expedited service, we could try to prioritize your order. (During the peak time of our orders, rush fee could be charge)

Do you accept rush orders?
We are happy to rush orders and we recommend you add the priority shipping (DHL) at the check-out page. In some other case, UPS Next-Day delivery would be an option and additional charge for UPS Next-Day shipping will be charged.
If you require your order sooner, please contact us and we will try to accommodate you. In many cases, we can expedite your order.


Will I receive an email confirmation of my order and tracking information?
You will receive an email notification immediately following your order. You will then receive another notification once your product has shipped. If you have created an account with us, you will be able to track the progress of your order.

What are WonderlandByLilian shipping methods?
We use UPS, United States Postal Service and DHL to ship all orders. For more information, please consult our shipping page at Shipping & Returns

How long does it take to receive products?
All orders that use complementary shipping typically arrive between 7-15 business days after shipment via YunExpress or UPS. For priority shipping(DHL), it usually arrive between 4-7 business days.
Everything we sell is always in stock otherwise we will not allow you to complete the checkout process. That is how we can ship most orders that do not require personalization within a single business day. For orders that require monogramming or personalization, please allow up to 5 business days before your order is customized and shipped.


Can WonderlandByLilian custom my wedding dress/regency ball gown for me?
We now offer customization services on most of styles. However all sales on personalized items are final and can not be returned.

What is your refund policy?
At WonderlandByLilian, we want you to be completely satisfied with your purchase. We are confident that you will be happy with the quality of our products. However, if you are not satisfied with your purchase, you can return the products to us for a full refund. Please contact us within 7 days of receiving your order to obtain a return authorization number. We will not accept any returns without a return authorization number. Once a return is authorized, we will refund your payment less any shipping charges. If you received free shipping on your purchase, we will deduct the shipping fees we had to incur to ship the products to you. Please return authorized orders in its original form and packaging. We must receive the return within 7 days from the day the return authorization was issued. We reserve the right to reject any returns and exchanges that do not meet these conditions.

Please note that we can not accept returns for personalized or customized items.

How do I change or cancel my order?
You may change or cancel your order as long as the order has not been processed and shipped by contacting us at wonderlandbylilian@gmail.com.

Does WonderlandByLilian offer a service to gift wrap items?
Yes please reach out( live chat, email or call +1 415 962 6922) , if you need any assistance for gift wrapping.

Does WonderlandByLilian have an online affiliate program?
Please email us at WonderlandByLilian@gmail.com for more information.

Does WonderlandByLilian offer wholesale pricing?
Please email us at WonderlandByLilian@gmail.com for more information.

Does WonderlandByLilian exchange links with other reputable sites?
Parties interested in exchanging links with our website are welcome to contact us at WonderlandByLilian@gmail.com

Can I advertise on WonderlandByLilian?
Interested advertisers should contact us at WonderlandByLilian@gmail.com

What is WonderlandByLilian' privacy policy?
How does WonderlandByLilian use my personal information?
What are cookies & how are they used?
How does WonderlandByLilian collect information?
What is my agreement with WonderlandByLilian when shopping?
The above questions are covered extensively in our privacy policy located at security and privacy policy. We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider. By using our web site or purchasing a product from us, you agree to the collection and use of information as set forth in our privacy policy. We may from time to time update this policy. We will post any changes to our policy on our security and privacy policy page so that you are always aware of what information we collect and how we use it.

What is WonderlandByLilian' commitment to customer service?
WonderlandByLilian is committed to quality customer experience. We are constantly reviewing your feedback to improve and enhance your shopping experience. You can tell us what you think by sending us an email at WonderlandByLilian@gmail.com.

What if I find catalog or website errors?
We do our best to make sure that the photos, descriptive copy, and prices are correct, but sometimes, despite our best efforts, we make mistakes. In the event that does happen, we reserve the right to charge the correct price, ship the correct item, or correct the mistake. We will immediately notify you if any such correction is necessary.

What if my package has been damaged during shipment?
Every effort has been made to ensure that your order will arrive safely after it leaves us. Please check your shipment thoroughly upon receipt for any damage. Any visual carton damage or breakage observed must be noted on the delivery receipt as "Damaged Packages" before signing. Make all claims directly with the carrier. We will make sure all damaged articles are replaced in an expedient manner. Failure to make a claim within 24 hours of receipt with carrier will result in denial of the claim.

What if my package is refused or undelivered?
Should a package be refused or returned to us unopened, the customer shall be charged the shipping cost of the order amount and/ or pay additional shipping costs to re-ship the order.

Where is WonderlandByLilian located?
Our office is located in San Francisco, California.

Does WonderlandByLilian have customer testimonials?
Yes please check our customer reviews on homepage&product page.

How do I provide general feedback?
We would love to hear from you! In fact, we are known to give out discount coupons to those who provide us with information on their experiences with our products. Email us at feedback@wonderlandbylilian.com or text at +1 415 962 6922,

Bridgerton Inspired Regency Ball Gown From Our Summer Collection