Have questions about us?
1 Where are you located?
We are located in Hong Kong, China.
2 Do you have a phone number that I can call? How can I contact you?
For presale questions, you can contact us through Live Chat.
For after-sale issues, please Leave a message on our website or email us at:[email protected]
Have concerns before your order?
1 Can I see a swatch of the color I’m interested in before I order?
You can order swatches on every product page. You won't miss the link.
The sample is free, and you are only responsible for the shipping cost.
And you can get 5 color samples (5 pieces of fabrics) at most once. If you find the color or any kind of fabric you desired is not listed, leave us a message when place the order, stating the color or the fabric you seek for. We'll send you that color or the fabric on your request( Please note that lace samples are only available in white or Ivory.)
2 What if I want a dress in a color that is not listed?
If the color that you wish the dress to be made in is not listed in the color cart, please contact our customer service and send us some pictures of the color you desire, we'll check if that color is available.
3 Can you change the back style of the dresses for me? What if I would like the dress shorter? I want a longer train, is that possible?
We usually do not recommend our customers to make any change to the dress, since it might change the original design of the dress, and it may not turn out to your satisfaction.
Since it takes about 15~25 days to have the dress made and delivered, we would recommend you order the dress 30 days before the event, in case of any alternations.
Have difficulty in ordering?
1.How to place an order?
Here is the step-by-step instruction to help you place an order:
1） Register on our website.
2） Log in your account.
3） Add your favorite items to shopping cart.
4） Proceed to check out.
5） Edit your shipping address in the "Address book".
6） Select one shipping method and payment method, then process the payment
2.Why I can’t sign in?
If you had trouble signing up on our website, please try another username, or try with another email address which hasn't been registered before.If the problem still exists, please send an email to our customer team, stating the email address you wish to use as your account. We will have our technicians to register an account for you accordingly.And please remember to reset the password afterwards.
3. It won’t let me buy it! I cannot put this into my cart!
Make sure you have chosen both size and color before you hit the "add to cart" button.
4.How to measure my self and how to choose a size?
Please check our size chart to find the size that fits you.Here is the link: http://www.sausalitostory.com/article/size-chart.htmlWe offer custom-sized dresses as well, which will be made according to your own measurements. Please follow our measuring guide to make sure that your measurements are taken correctly.Here is our measuring guide:http://www.sausalitostory.com/images/measure_dress.jpgAnd here is a video of our measuring guide:https://www.youtube.com/watch?v=d6stIqUL4UE&feature=youtu.be
You can pay with either Credit Card or Debit Card. Please check the details here: http://www.sausalitostory.com/article/payment-methods.html
Have questions about shipping?
1 Where are you shipping from?
All our dresses will be shipped out from China to worldwide.
2 Where can you ship to?
We ship worldwide. And we would contact you if we could not ship to your address. Please remember to leave valid contact information when place the order and make sure it is reachable.
3 How long does it take to ship?
Please note that we make the dress after you place the order, and that takes about 10-20 days.a) Expedited Shipping
This shipping method is the fastest available. Delivery times are between 3-5 days to all major destinations.
b) Standard Shipping
Standard shipping takes a bit longer than expedited shipping but costs less. Delivery times are between 6-8 days to all major destinations.
4 How much is the shipping cost?
Shipping fee will be firstly calculated based on the weight of your parcel.
Then, it will vary according to your destinations. If you would like to know the shipping cost, add the item you desire to cart and proceed to checkout. When you are able to select shipping method before you check out, you could see the exact shipping cost from us to your country. If you don't know how to do it, please consult our customer service team for your reference.
5 What courier company are you using?
To ensure you get the parcel in a timely manner, we work with some of well-known express companies like UPS, DHL and EMS, etc.
6 How long does it take to get my package? When will I get my dress?
The shipping itself would take about 3~5 days (Expedited Shipping), and it takes about 10-20 days to tailor the dress. You’ll get the dress in about 15-25 days.
At this time, we are sorry that our shipping partners are unable to deliver to PO/HO Boxes and/or APO/FPO military addresses. Please provide a physical street address to ensure that your items are delivered in a timely manner.
Have questions about payment?
1 What payment methods do you currently accept?
You may pay by a Credit Card or Debit Card. If you would like to pay with PayPal, contact our customer service for the instructions.
If the payment did not go through, the possible reason could be that your bank has declined the transaction. Please you can contact your bank to authorize this transaction.
Have questions about your orders?
1 Where I can get the tracking information?
Tracking number will be provided in the confirmation email sent by us shortly after the parcel is dispatched.
2 How can I check my order status?
We send automatical emails to update the status of your order.
If you do not get those emails, please contact our customer service to check your order status, our representatives would be happy to help you.
Changes can be made to your order before tailoring starts. If you want to change the size or the color of your dress, please contact us through live chat or email at your earliest convenience.Once the tailoring of the dress started, changes for the color or size of the dress can no longer be made.
Have questions about Return and Exchange?
1 Can I exchange an item?
Yes, you can. Contact our customer service and our representatives would advise. You would be responsible for the shipping cost, if there is no quality issue.
2 What’s your Return Policy?
Basically you may return the dress for any reason. If there is no quality issue with the dress, you can return it for a refund of 80% dress price. The other 20% will be deducted as restocking fee. Shipping fee for returning will not be included.Please check our Return Policy here: http://sausalitostory.com/article/return-policy.html
We are sorry that a custom size dress could not be exchanged or returned.