Shipping Policy
1. Introduction
This policy contains important information about our shipping policies. Prior to placing an order, please carefully review this document to fully understand our shipping processes and related policies.
2. Packaging Standards
Your dress will be carefully packed in a waterproof bag. To further protect delicate details such as beading and appliqués, most dresses will be packaged inside out. Please remember to reverse the dress upon receipt.
3. Shipping Destinations
We provide home delivery services to locations within the United States (excluding Alaska, Hawaii, and Puerto Rico).
Note: We do not ship to P.O. box addresses or Military APO/FPO addresses. We apologize for any inconvenience this may cause.
4. Shipping Timelines
Total Delivery Time = Tailoring Time + Shipping Time
Each item has a unique processing or production time, which typically takes 5–9 business days to complete.
Standard Shipping: It usually takes 7–10 business days for delivery, depending on your specific location. Once your order is shipped, you will receive an email confirmation containing tracking information. If your order does not arrive within the estimated delivery window, please contact us at service@robeglam.com.
Expedited Shipping: If you need your order urgently, we offer expedited shipping for select items. For detailed information and fee standards, please contact our customer service team.
5. Shipping to Multiple Addresses
Currently, each order can only be associated with one shipping address. We are unable to split a single order and ship products to multiple different locations.
If you intend to purchase items for your party members and have them shipped directly to each member, you may choose either of the following options: 1) Place a separate order for each party member; 2) Place a single order, and after receiving the entire package, ship the items to each member yourself.
6. Undelivered Packages
Our logistics partners will attempt to deliver the package three times. If delivery fails after three attempts, the package will be returned to ROBEGLAM and marked as "Return to Sender".
In the event of a package being returned due to undelivered, please contact us at service@robeglam.com to make arrangements for reshipment.
7. Order Cancellation
We strive to process orders as quickly as possible. To cancel an order, please contact our customer service team via service@robeglam.com before 2:00 PM (PST) on the same day the order is placed.
When requesting an order cancellation, please ensure to provide the following information: Order Number & Contact Information.
8. Order Status & Tracking
All orders placed from Monday to Friday (excluding public holidays) will enter the production process within 1 business day after payment is confirmed. As mentioned earlier, each order typically takes 5–9 business days to complete production.
After you complete your purchase, you will receive an order confirmation email. Once we update your order with courier information, you will also receive an email containing the courier tracking number. You can directly click the link in the email to check your order status.
If your package does not arrive within the expected timeframe, please contact us at service@robeglam.com. We will be happy to assist you by contacting the courier on your behalf.
9. Shipping Address Responsibility
Please ensure that you provide a correct and complete shipping address when placing an order. If delivery fails due to an incorrect or incomplete address provided by you, we will not be able to offer a full refund.
It is your responsibility to verify the shipping details before finalizing the order. If there are any issues with or changes to your shipping address, please contact us before the order is shipped to ensure successful delivery.
10. Contact Us
If you have any questions or issues regarding our store or shipping services, please feel free to contact us.
Email: service@robeglam.com