FAQ

What does made-to-order mean?

For items noted as made-to-order, we do not carry inventory. Production begins as soon as you place your order.  Once an order is placed, we cut and sew the item in our on-site production space.  This lets us design and offer more variety of styles without creating excess waste.

Please note that made-to-order does not mean made-to-measure. Our pieces are made in standard sizes according to our size chart.

It also means every garment we produce is actually wanted and worn rather than ending up in a landfill somewhere, and we can all feel good about that!

What size should I order? 

Use our size chart and ordering guide here. 

Alterations should be expected to get that perfect fit.  It's worth the investment and a normal part of the process.

The good news is that our dresses are made with alterations in mind, so an experienced seamstress or tailor will be able to tackle them with ease. Common alterations include:

• taking in straps

• taking in waist or side seams

• sewing in bra cups

• shortening hem length

If you need help choosing a size, give us a shout (212.564.8014) or email sales@carol-hannah.com and a member of our team will be happy to guide you. 

What are your shipping options?

DOMESTIC USA:  Standard shipping is FedEx ground from NYC, which usually takes 2-8 business days within the contiguous US.  You can also choose 2-day or overnight express shipment at checkout if you're in a pinch!  Once shipped, you will receive an email with tracking information.   All shipments will be sent with insurance and direct signature required, unless requested otherwise. Please send all requests to sales@carol-hannah.com and include your order number. 

INTERNATIONAL:  We ship wedding dresses internationally, but not other product categories. Please reach out with your address for a specific shipping quote. 

Can I update the shipping info on my order?

If your order has not yet shipped, we're happy to change your shipping address or method. 

If your order has already shipped and you chose an express method (2-day or overnight), we can usually make changes to the shipping address en route.  

How long do made-to-order pieces take?

Some of our pieces are in stock and others are made once ordered.  Make sure to carefully read the item's description for lead time.  If not noted, the item is in stock.

If you're in a hurry, please contact us for rush orders and we will try to work some magic for you!

Enter your wedding or wear date at checkout and we'll help monitor your timeline!

I'm in a huge rush!  What can you do?

 Dress.O.S? We're here for you!  Email sales@carol-hannah.com with the date you need your item in hand and your favorite styles, and we'll let you know the options!

How do I care for my garment? 

Care instructions can be found in the "fabric" section of each item's listing.  And of course on the care label inside the garment itself.

What's your return policy?

Make sure to carefully read the item's description for its return policy. 

We do our best to provide the highest quality possible, but if there is a problem with your order please contact us immediately.

How do I start a return?

To return an eligible item, shoot us an email to sales@carol-hannah.com.  Refunds will be issued less original shipping costs in the same way in which you paid.  Please allow 5-7 days for returns to be processed. 

We do not offer standard exchanges. To receive a different size, style or color, please return your item(s) and place a new order. This allows us to make and ship your new beauties in an efficient and timely manner.