Help Center - Cetims

All dresses are made to order, including production and transit times:

• Standard Delivery: 30 ± 5 natural days
• Rush Delivery: Around 20 natural days or sooner

Yes, colors may vary between fabrics and screens, even for the same color name. We strongly recommend ordering fabric swatches to ensure the color matches your expectations.

To avoid variations:

• Order fabric swatches first to confirm the desired color.
• Place all dress orders within one month to minimize dye lot shading.

We recommend ordering 2–3 months before your event to allow time for adjustments if necessary. Placing all orders within a month also helps avoid color inconsistencies.

The fabric you select significantly impacts the overall aesthetic of your wedding. Explore our Fabric 101 guide to discover our versatile options, including:

• Luxurious Soft Satin: Smooth and shiny for an elegant look.
• Comfortable Jersey: Perfect for a relaxed yet stylish vibe.
• Elegant Velvet: Adds richness and sophistication.

Before deciding, order your free fabric swatches (3 samples included) to ensure the perfect choice for your big day!

Refer to our measurement guide or get professionally measured at a local bridal shop. For assistance, feel free to contact us.

• Standard Sizes (0–30): Ensure the difference between your bust, waist, hips, and hollow-to-floor measurements (with shoes) is within 1 inch.
• Custom Sizes: Recommended for larger differences. Provide precise measurements at no extra cost, and we’ll confirm them before production.

Note for Plus Sizes (US14+): Ruching and draping may differ slightly due to longer pleating. Accurate measurements are crucial for the best fit.

Simply choosing a larger size won’t ensure a good fit. Ensure your measurements are within 1 inch of the standard size. For greater differences, select a custom size for optimal results.

We ensure an error margin of less than 1 inch during production. If the dress doesn’t fit:

• Alter it locally, and we’ll offer a partial refund per our adjustment policy.
• Return it for free alterations. Contact us for assistance.
• Reorder with the correct measurements for a 20% discount, with free rush production (4–10 natural days).

Based on 13 years of experience in dressmaking, the return rate for plus-size dresses, especially mermaid styles, is high due to fit challenges. Plus-size customers often have varying proportions (e.g., larger waist, hips, or buttocks), making a standard size unsuitable.

• We strongly recommend custom sizing for a better fit, particularly if the difference between your measurements and the standard size exceeds 1 inch.
• For plus-size mermaid dresses, ruching and draping may differ slightly from the images due to longer pleats and additional weight. Accurate measurements are critical to ensure the best fit.

Ruching and draping are designed to enhance the dress’s silhouette. However, if the dress size does not match your exact measurements, the effect may be compromised.

• Tight fits stretch the pleats, flattening the design.
• Loose fits may cause pleats to lose shape.
  We check all dresses before shipping and can share photos of your specific dress upon request.

The ruching and draping are secured with stitches, which is standard practice for soft satin fabrics:

• Tight fit: Pleats stretch and expose stitches.
• Loose fit: Pleats become loose and may shift.
  To restore the pleats:
• Stretch the fabric gently on both sides to adjust.
• If the dress is too loose, seek alterations from a local seamstress.
  For more details, visit our blog: Why I Can See Stitches Under Pleats.

Size charts and color standards vary between brands. While Cetims follows sizing similar to leading brands, differences can occur, especially with dress styles:

• A-line dresses: Hip measurements are less critical.
• Mermaid dresses: Accurate hip and butt measurements are essential for a proper fit.

Always refer to our size chart and provide precise measurements, particularly for form-fitting styles.

Our dresses are made-to-order, and production begins once payment is received. Cancellation policies are as follows:

• Within 24 hours of payment: Full refund.
• 24 to 72 hours after payment: 50% refund of the dress price + full shipping refund.
• 72 to 120 hours after payment: 30% refund of the dress price + full shipping refund.
• Beyond 120 hours: 20% refund of the dress price + full shipping refund.
• After shipping: Orders cannot be canceled.

To cancel, email us at service@cetims.com with your order number and phone number. Cancellation time is based on when we receive your email.

If you need to make changes to your order, reply to the order confirmation email within 24 hours of payment. Changes after tailoring begins may incur additional costs.

Return requests must be initiated within 7 calender days of receiving your order, and the package must be returned within 15 calendar days of delivery. After this timeframe, we cannot process returns, refunds, or exchanges.

Customers are responsible for return shipping costs, including packaging materials. We do not provide prepaid return labels. For more details, please review our Return Policy.

Orders are shipped with tracking numbers for real-time updates. If your package is not delivered within the courier’s timeframe, report the issue to us within:

• 30 calendar days for DHL Express
• 21 calendar days for FedEx

Reports made beyond these timeframes will not be eligible for compensation from the courier.

For detailed information, please visit our Return Policy page.

We do not offer direct exchanges as our dresses are made to order. If you wish to exchange, please follow these steps:

• Return the item per our return policy (if eligible).
• Place a new order for the replacement item.

Note: Promotional discounts or pricing from the original order will not apply to the new order. Standard-size dresses up to US size 14 are refundable; custom sizes and sizes over US 14 are not. Please contact us within 7 calendar days of delivery for any exchange inquiries.

For further assistance, email us at service@cetims.com. Our team is here to help!

We currently ship exclusively within the United States. For international shipping inquiries, contact us before placing your order.

• Ensure accurate shipping information; we cannot deliver to PO Boxes or APO addresses via express shipping.
• Address changes are possible only before dispatch and may incur a $13 fee if handled by the courier service.

In rare cases, customs duties may apply upon delivery. For more details, consult your local customs office.

Shipping address changes can only be made before your package is dispatched. Once your order is shipped, address modifications are subject to the policies of the courier service and may incur a $13 fee per package, regardless of success.
Please double-check your address during checkout to avoid complications. Once a package is delivered, address changes are no longer possible.

Shipping costs are prepaid at checkout. In rare cases (approximately 1% likelihood), customs duties may apply upon delivery. Please consult your local customs office for more information if needed.

If tracking indicates your package has been delivered but you have not received it:

• Check with neighbors or household members who may have accepted the package.
• Contact your local courier office to initiate a case.
• Provide us with the case number, and we will follow up with the courier service on your behalf.

Courier contact information:

• DHL Express: 1-480-636-2571 / 1-800-225-5345
• FedEx: 1-800-463-3339
• UPS: 1-800-782-7892

Investigations typically take 1 week with DHL and 1–2 weeks with FedEx or UPS. Once the courier confirms the package is lost, we will promptly issue a refund. Please avoid filing a dispute during this time, as it may delay resolution by 3–4 months due to bank investigations.

Provide your bust measurement:

• With a bra: If you plan to wear one.
• Without a bra: If you prefer not to wear one.

This ensures a perfect fit.

• Dry-clean only—do not use a washing machine.
• For wrinkles, avoid ironing. Use a household steam iron or hang the dress in a steamy bathroom to release minor wrinkles.

For standard sizes, we check fit on mannequins before shipping. If the dress doesn’t fit:

• Alter it locally, and we’ll offer a partial refund.
• Return it for free alterations.
• Return it for a refund (US sizes 0–14 only; 10% restocking fee applies).
• Reorder with correct measurements for a 20% discount and free rush production (4–10 natural days).

If your question isn’t answered here, contact us directly for instant assistance.