Q: Do you have a store where I can find your products?
A: LookModeUSA.com is solely an online store and our offices are not open to the public unless special exception is made.
Q: Do you have a catalog?
A: We do not have a catalog but you can see all of the styles we carry on our website.
Q: How can I contact customer service?
A: Send us an e-mail. We're here Monday-Thursday 9am-10pm, Friday 9am-8pm and Saturday 11am-5pm EST.
About the products
Q: Are all of the items on your site authentic designs?
A: We are an authorized retailer for all of the manufacturers/ designers that we carry and all of our dresses are original pieces made to the highest quality standards.
Q: How do I know what size to order?
A: Sizing varies by designer, the style of the dress and is determined by the measurements for your bust, waist and hips. We suggest that you choose the size that comfortably fits all of your measurements. If you are in between sizes we recommend that you select the larger size so that you may have it tailored for a perfect fit. We further encourage you to send us measurements with your order so that we can have our seamstress pre measure the product to further ensure proper fit.
Q: How can I see an item in another color?
A: Roll the mouse over the color swatches or the color text .If an item is not pictured in the color you are looking for, you can contact us to request an image or description of the color you are interested in.
Q: How long are the dresses?
A: Length varies by the style and designer, however full-length gowns generally measure 55-60"(140-152cm) from the collarbone to the bottom hem and short dresses range from 27-32"(68-80cm). These measurements are based on the height of our models (5'9"). Contact us to request the length of a particular design.
Q: How can I tell what kind of fabric an item is made of?
A: If the type of fabric is not included in the product description we would be happy to find out for you. Contact us to request more information.
Q: Can I order extra fabric?
A: Extra fabric is subject to availability and usually takes 4-6 weeks to ship. The cost is generally from $20-$80 / yard, depending on the type of fabric. Contact us for availability and pricing.
Q: Can I order a dress to a different measurements or design specifications?
A: We offer special order services where we can produce dresses for a different measurement for additional fees. Special orders take 8-12 weeks to deliver.
Q: What is your return policy?
A: Due to the nature of our products we accept returns for store credit only. We are not able to accept returns for non-faulty items, items which have been worn, or the tags removed. All products are thoroughly inspected by our shipping department prior to shipping to assure that you receive your garments in perfect condition. Exchanges are only granted for the same style, color and size. We understand that an evening gown is a significant purchase and we're here to answer any questions you may have before you decide to place an order. You can contact us via e-mail Monday-Friday 9am-10pm and Saturday 11am-5pm.
Q: Are all of the items on the site available now?
A: Many of the styles shown on our website are available to order. However, it may not be available in a specific size or color. Some items may be Special Orders and not be available for immediate shipment. Contact us to find out the estimated ship date for the item you are interested in. Please include the style number, size and color of the dress and the date you plan to sell the item.
Q: What does it mean if a dress is only available by special order?
A: Special order items are designs that are not in stock but can be ordered from the designer. Specially ordered items will generally ship 10-12 weeks from the date of your order confirmation. When your order is processed we will provide an approximate ship date and once this is confirmed by you, your card will be charged the full amount of the order price. Special orders cancelled after confirmation are subject to a restocking fee of up to 50%, as Special Orders are cut specifically for you!
Q: What does it mean if a dress has a Pre-Order date?
A: Pre-Order dates are given for items that are currently out of stock but are in production and will be available at a later date. Please note that these dates are subject to change.
Q: How long does standard shipping take?
A: Standard ground shipping within the US takes 3-7 business days, based on location. You can see the estimated shipping time for your location on the map
Q: Do you have expedited shipping?
A: We offer UPS Next Day Air, 2nd Day Air and 3 Day Select. Orders must be placed before 2pm EST in order to be processed the same day. Please note that expedited shipments cannot be sent to a P.O. Box.
Q: How much does shipping cost?
A: Standard ground shipping is based on standard UPS ground tables. Costs for expedited shipping are determined based on your zip code and can be obtained by clicking on the, "Calculate Shipping," from the UPS website.
Q: Can you deliver on Saturday?
A: Saturday delivery is available for orders placed after 4pm on Thursday and before 12pm on Friday, pending credit card verification, stock availability and availability of Saturday delivery service in your area. There is a premium charge of $30 for Saturday delivery.
Q: Do you ship internationally? How long does it take?
A: LookModeUSA.com ships worldwide via UPS, USPS, FEDEX or DHL. Shipping takes 3-8 days.
Q: How much does international shipping cost?
A: Shipping fees range from $15-95 depending on location. ($15-25 for Canada, $35 to Europe, $90 or higher to Australia based on a 2 pound package) consumer is responsible for any customs duties.
Q: Do you offer expedited international shipping?
A: We are now offering DHL expedited international service with delivery in 2-4 business days, depending on your location. Expedited service is an additional $25 on top of the regular shipping costs. To select this as your method of shipment, simply indicate your preference in the comments section on the last page of the ordering process. Your credit card will be authorized for the additional amount when your order is processed.
Q: How do you recommend I pay for my order?
A: We accept major credit cards.
Q: What methods of payment do you accept?
A: We accept Visa, MasterCard, American Express, Discover, money orders, bank transfers and Western Union.
Q: Do you charge sales tax?
A: Tax is only applicable for orders shipping within New York State, at a rate of 8.875%.
Q: When do you charge my credit card account?
A: Your credit card account will be authorized for the full purchase amount when your order is submitted. Your bank may hold these funds while the charge is pending. Your credit card account will be charged when your order is shipped or 26 days after your order is placed, whichever comes first. Orders placed for special order or pre order will be charged upon receipt.
I would like to Place an Order
Q: How do I place my order online with a credit card?
A: Select the size and color of the items you would like to purchase and click, "Add to Cart." You will be taken to your shopping cart. From here you can continue to shop or proceed to checkout. On the first page of checkout you will enter your shipping and contact information. You will then be directed to enter your credit card information. Please note that if the billing address on your credit card is different than the address the order is to be shipped to we will need a letter of authorization from the credit card holder before we can process your order. After entering your payment information you will be prompted to review the details of your order, and if this is domestic shipment, you will choose the method of shipment
By submitting your order you agree to our return policy.
Q: I don't have a credit card. How can I pay for my order?
A: You can open an account with Venmo and transfer funds directly from your bank account, or if you are unable to pay using Venmo we also accept money orders, direct bank transfers and Western Union.
Q: How do I pay for my order with a money order, bank transfer or Western Union?
A: Add the item you would like to purchase to your cart and proceed to checkout. After you enter shipping and contact information, instead of entering your credit card information, you will scroll to the bottom of the payment page and submit a request to submit payment by money order, bank transfer or Western Union. Once we determine stock availability we will contact you with the information you need to submit a payment.
Q: How do I know if my order was accepted?
A: If your order was successfully placed you will be directed to the order confirmation page and given your order confirmation number. If you were not given an order confirmation number, but think that your order was submitted, you can contact us to find out if you have an open order and get your order number. You will receive an email with order summary which serves as a receipt for the order.
Q: Why was there an error checking out?
A: Checks out errors the credit card details were incorrectly entered or if the billing address does not match with the information provided by your issuing bank. Please refer to the error message shown. Contact us if you have corrected the problem and are still not able to successfully enter your order.
I Have an Order
Q: I've placed my order. Now what?
A: Thank you for shopping with LookModeUSA.com! You will receive an order confirmation via email and will be able to track your order status online. Once your order has been processed you will receive another email with your estimated ship date or should your dress not be unavailable, a request from us as to how to proceed with your order.
Q: My shipping address and credit card billing address are different. What do you need to process my order?
A: We require a letter of authorization from the card holder in order to ship to an address other than the credit card billing address. Complete this form and fax it to us at (212)391-8213. If you are unable to complete this form you can send a scanned copy of the credit card holder's photo ID and a statement of authorization including your order confirmation number to info@LookModeUSA.com. Alternatively, you can have the dress sent to the billing address.
Q: The dress I ordered is not available. What are my options?
A: We would be happy to check the availability of any other styles that you may be interested in. Send us an email with the style number, size and color of the dress of the other style(s) you are interested in. If your next choice is available we can replace the original dress with the one that is available. If you are not interested in any other dresses please Contact us to cancel your order.
Q: How can I check my order status?
A: email info@LookModeUSA.com
Q: Can I edit my order after it has been confirmed?
A: Contact us by email regarding any changes you would like to make to your order.
Q: Can I cancel my order?
A: Orders that are pending can be canceled without penalty. However, if the order has been processed and has not yet shipped it can be cancelled but will be subject to a $35 restocking fee. Confirmed special orders and orders that have been shipped are subject to a restocking fee of up to 50%. To cancel your order send us an email us Monday-Friday 9am-10pm and Saturday 11am-5pm.
Q: I am not satisfied with my purchase. How do I request a return?
A: All requests for returns must be submitted via within 2 days of delivery. Send an e-mail including your invoice number to info@LookModeUSA.com.