FAQs

1. You can log in our website with your email and track your order status in "My orders" if you placed the order under your registered account.

2. If the order was placed without signing in, you could just use "look up a single order" function to track your order. Please refer to the following steps:

1). Go to Sign In My Account at the right top of our website.

2). Click "order status"

3). Enter your Order Number and Email Address to see your order details.

If you still can’t get your order information, please contact our customer service at service@ozakke.com.

Sorry to confuse you. Since our products are made to order, we need some days to prepare it and another 7-14 bussiness days to ship it. Your understanding will be highly appreciated. You can also see the specific tailoring time and shipping time on the product page.

Once your order is completed, we will arrange for shipment immediately and send you a confirmation email including the tracking number. If you don't receive the confirmation email till the estimated shipping date, please contact us.

We can not accept orders which buy multiple pieces to choose one, this is not part of our return policy. All additional costs incurred need to be borne by the customer.

Since compared to our high-cost dresses, our sale prices are very cheap. OZAKKE will only issue a full refund for damaged, defective, or miss-shipped items, other situations will not be part of our return policy.

If you would like to modify or cancel your order, please email us at service@ozakke.com immediately after you have purchased your product. We will email you within 24 hours to confirm your changes and any further instructions. Once we have shipped your order, you cannot cancel or modify the order. Customized orders must be canceled within 24 hours. Orders with Express Shipping cannot be canceled.

You may refer to following steps to go to pay for your order.

1. Login to your account and click "My Orders".

2.Find the unpaid order, click "Proceed to pay" to go to the Checkout Page.

If you placed your order but didn’t get an email confirmation that the order was placed, don't worry! You may still have an order, you'll just want to try the following to double-check.

Check your spam folder. Our email confirmations can sometimes end up in there. If you signed in through Facebook or Gmail, check the email linked with that. Go to "My Orders" and you'll be able to see all the order's you've placed and should be able to see the status of your order.

Check your bank account to make sure that there is a transaction from Ozakke. If you still can't find any confirmation that your order was placed, definitely Contact Us with your full name, email, phone number, and the address you gave at checkout so we can try to locate it.

If your tracking is not showing information, please wait 2-4 days before trying to track your package again.

If your package is showing information but it is not updating, your package is making its way to your country and will be updated once it is picked up by your local postal office.

If you have any issues with your tracking, please contact us at service@ozakke.com.

Before your order is shipped, OZAKKE has to process your order and put all your items through its strict quality control tests. Because of this, the Total Delivery Time is different from the shipping time alone.

Total Delivery Time = Processing Time + Shipping Time

Processing Time: All normal products will need 7-14 business days to process, except the complicated handwork like beading, embroidery, and tie-dye will need 13-20 business days to process.

Shipping Time: It depends on which shipping method you chose, the standard shipping method will need 7 - 14 business days while the expedited shipping method will need 3-6 business days.

About the PO BOX and APO/FPO addresses, all the countries can not use them.

Delivery time to PO Boxes varies from others and is generally longer than our standard 7-14 business day Ground Shipping.

If it happens, there might be two reasons:

1. When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 business days) to see any activity once it has shipped out from our end. We suggest you wait a few days more. By the way, cause the TNT delivery company used the same tracking number for the different destinations. The parcel which had been delivered is not yours. And it's for different countries. Please be patient to wait.

2. Or you will need to get the destination tracking number for some shipping methods. You can get the new tracking number when you track at the link sent to you in the confirmation email. If you still cannot find the updated tracking number, please contact us. We are willing to assist you on this issue.

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Please also contact your local post office or shipping company with the tracking number. In some cases, post offices may require customers to collect parcels in person for international deliveries. If you still cannot find your package, please feel free to Submit a ticket.

For an unshipped order, if it is still in processing, there will be no further updates until the order is completed.

For shipped orders, sometimes it takes several days for the tracking information to be updated. If your shipment is from our international warehouses and is in transit or clearing customs, the information will not be updated until it reaches the next shipping station (may require 3-7 business days).

Sometimes the shipping company has not updated the package information. We suggest you wait a few more days.

We are always working with the most trustful delivery companies and the shipping cost depends on the weight of the items you order, the shipping method you choose, and the delivery destination. Considering the competitive price of our products, it's still quite cost-effective to purchase from us. We sincerely hope you could have a try and we will never let you down.

Dear customers,

With the increasing concern about Coronavirus (COVID-19), we want to inform you that OZAKKE is closely monitoring news and reports from the Centers for Disease Control (CDC) and we are taking precautionary measures to ensure the health and safety of our customers and employees.

We understand that this could be a stressful time for our customers since the COVID-19 outbreak. Our customer service team is doing our very best to demonstrate our commitment and provide you with the best assistance, and we want to ensure you our focus is to assist you promptly. Please be assured that we will answer each one of you as soon as we can. Thank you for your patience and comprehension.

Our delivery is currently continuing as usual. Plus, we are working hard to make deliveries as safe as possible. However, some carriers are experiencing delays on their end so once your order does ship, be sure to keep a close eye on your tracking.

For new purchases, we will make and send the items according to the tailoring time and shipping time indicated on our website. Cause the effect of COVID-19, the delivery time may be delayed for a while. Our delivery is currently continuing as usual. Plus, we are working hard to make deliveries as safe as possible. However, some carriers are experiencing delays on their end so once your order does ship, be sure to keep a close eye on your tracking.

We need to stay united during these tough times, and we appreciate all our customers' efforts. We want to express our best wishes to you.

Thank you for your time, patience and understanding.

Love from all of us

OZAKKE Team

We ship worldwide to nearly every country across the globe, covering United Sates, Europe, Asia, Africa, Oceania, and more.

We employ the services of major, trusted international carriers to ensure your package arrives at your destination safely and securely.

Notes: Since the departmental goods are shipped overseas, the customer shall bear the customs duties incurred.

If your shipping destination is not available at the checkout, please just Contact Us.

Sales tax is included in the prices shown.

Note: Remember that certain countries charge duty tax for customs imports that you might be required to pay. For information, ask your local customs office.

If you have an unpaid order and want to use a different payment method, it's easy:

1. Sign into ‘My Account’ and click ‘My Orders’ in the upper right corner.

2. Click on the unpaid order you want to complete payment on.

3. Click ‘Edit Order’ and select your desired payment method, and then proceed to pay.

For Desktop and Mobile purchases, we accept Paypal, Visa, Mastercard, Maestro, JCB, American Express, Discover, Diners Club.

We do not accept cashier’s checks or money orders.

We can only apply one promotional or coupon code per order. If you have any coupons with future expiration dates, make sure to save them for use on your next order!

Possible reasons for the failure of the payment might be:

1) Incorrect or incomplete card/account information

2) Inadequate credit or account balance

3) Your card is not set up for global online transactions

4) Authorized or default online transaction limit is too low

5) Technical problems with the payment system

We suggest you:

1) Double-check your card/account information to make sure it is correct

2) Use a different card or payment method

3) Contact your bank/service provider to enable related functions or get more details If all the above suggestions cannot help you solve the problem, we suggest you use PayPal to complete your payment because PayPal is very fast and it can ensure the safety of your money.

Our color charts online have been adjusted to display color as close as possible to the color of the actual fabrics. However, camera resolution and computer monitors can mean the color may vary slightly between the photos and the actual fabric. Colors are subject to the actual dresses you get.

Please kindly refer to our size chart to choose the correct size.

If your measurements align with our size chart, I suggest you choose the standard size. If your measurements cannot be found in the size chart, I recommend you choose a custom size to ensure the dress fits you.

OZAKKE is a global online retailer. Our innovative approach brings you the best in formal wear at affordable dresses – and our in-house designers have created a wide range of looks to have you dressed to impress anywhere, anytime. All our dresses are made-to-measure by our expert tailors to ensure the perfect fit, just for you. We pride ourselves on being socially and environmentally conscious - our made-to-order model means the fabric and other materials used don’t go to waste. We work in close, fair partnership with our tailors.

Of course! Use the tips below to help find the best size for you! Remember: when comparing your measurements to those listed on the site, make sure to check if the fabric is stretchy or not. If it is, it can stretch an inch or more.

Bust: Wrap the measuring tape loosely around the fullest part of your bust to ensure a comfortable fit.

Waist: Measure the narrowest part of your natural waist, holding the measuring tape loose enough to fit comfortably.

Hips: Drape the measuring tape around the widest part of your hips, resting the tape comfortably against your body.

Length: For tops and dresses, measure from the top of your shoulder to the hem. For strapless dresses, measure from the highest part of the neckline to the hem. For pants and skirts, measure from the top of the waist to the hem.

We sometimes ship your order in separate packages to optimize delivery times and to meet weight restrictions. Please refer to your tracking codes to see when your other items are going to be delivered to you.

We are sorry but currently we do not have any physical stores. As an e-commerce company, we just do business online. You can see the products on our website and place an order. We will make the products for you once your order is confirmed.

We completely understand that you may have concerns about the fit and style of our dresses. If so, you can choose a custom size to ensure the fit. For most of the adult dresses, we can make it with your measurements and the dress will fit you well. Each of our dresses is totally made to order according to our pictures. We sincerely hope you could give us a try.

We respect your privacy and keep your personal information confidential.

When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.

For your convenience, we have express checkout available online. Simply add an item to your bag, go to your bag (link in the upper right-hand corner of each page) and choose your preferred checkout option. Provide your payment and shipping information, and place your order! An order confirmation will be sent to the email address on file once your order is placed.

Most of the time is that you have entered the email address or password incorrectly.

If you signed in with Facebook or Gmail the first time, you will need to click the "Sign in with Facebook" or "Sign in with Gmail"button to log in.

No, you don't need to register to place orders.

You can fill in the necessary information when checking out as a guest. But you will not be able to check the order status or order history without registering.

Items returned to us that meet the following guidelines will be fully refunded for the cost of the merchandise. Original shipping charges cannot be refunded.

• 1. Returned within 14 days of receipt

• 2. The following items cannot be returned, refunded, or exchanged: ① Items On Clearance, ②Accessories, ③Customized Items, ④Flash Sale Items.

• 3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.

• 4. Items with non-returnable marks and free gifts cannot be returned.

• 5. We do not accept returned items that have been sent back without proper returns requests

• 6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.

• 7. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-ozakke products.

• 8. As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.

• 9. We are not liable for return item(s) that are lost or damaged or Packages be inspected by the customs （the customer should pay the customs clearance）, please keep the receipt with tracking information., please keep the receipt with tracking information.

Any items that do not meet the above criteria will be subject to a restocking fee. Original shipping charges cannot be refunded.

Customized items couldn't be returned.

Refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment.

It generally takes us up to 5-7 business days to process a refund. Once the refund is processed on our end, we will email you a confirmation.

For returned items needing a refund, the package must first be processed back into our warehouse after we receive your package. It usually takes about 10 days to receive your package and handle refund.

All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.

In the unlikely event that you haven't received an email after the time frame shown above, please Contact us, and we'll get back to you as soon as possible.

Please allow up to 10 business days for your return to be processed once it reaches our warehouse. We will send you a confirmation email once your refund has been issued.