FAQ – Shop Carol Hannah

FREE SHIPPING AND RETURNS ON ALL US ORDERS!

FAQ


I’m looking for your full length gowns.  Why aren’t they here?

The short answer is that our gowns are much more complicated to produce and more specific in their fit and customizations, so we find that it's best to have a conversation before placing an order.  

 We believe that great customer service starts with this conversation and continues beyond your wedding day. Our bridal gowns are final sale and making sure all of your concerns and customizations are taken care of is our goal.  For this reason, our bridal gowns are not available for purchase online. Please feel free to browse our gowns via our main website and reach out  to start your order

 

Can I try these guys on somewhere?

Yes!  You can book an accessorizing or LWD appointment at our NYC Flagship, or check directly with your nearest retailer to see if your favorite accessories are carried. Most of our Little White Dress collection is exclusively offered online and in our NYC Flagship and is not offered at our retailers.

 

What does made-to-order mean?

For items noted as made-to-order, we do not carry inventory and instead production of your dress 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 connected to our NYC showroom. This lets us design and offer more variety of styles and leaves room for you make custom changes if you’d like.

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

If your measurements don't match, alterations should be expected to get that perfect "it was made for you" fit.  After all, your dress is a one of a kind piece, so it's worth the investment!

The good news is that our dresses are made with alterations in mind, so an experienced seamstress or tailor should 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.

 

Do you provide alteration services for short dresses?

For our brides who have purchased both their full length gown and a  short dress with us in NYC, we can offer alterations on your shorty along side your gown fittings.  For brides purchasing only a short style, we aren’t able to offer alterations and recommend working with an experienced tailor.  

 

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:   International shipments are sent via USPS.  Shipping time will vary according to country, and you may be responsible for additional customs fees, over which we have no control and cannot be held liable. 

 

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!

   

Are there payment options?

If you are ordering a made-to-order piece and would like to split payment (50% deposit upon ordering, balance due at shipment), please contact us at 212.564.8014 or sales@carol-hannah.com.

 

How do I care for my garment? 

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

 

What's your return policy?

Most items are eligible for return for refund or exchange within 10 days of the date your order is delivered. 

Make sure to carefully read the item's description for its return policy.  Some very delicate items are marked as final sale. Sale items are also final sale. 

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 in the US , click here.  Refunds will be issued less original shipping costs in the same way in which you paid. Return shipping is on us!  Please allow 5-7 days for returns to be processed. For international returns, please email sales@carol-hannah.com. 

START A RETURN

All items must be unused, unworn, and in unaltered condition.  Carol Hannah reserves the right to refuse any return that does not fit these specified criteria.  In this instance the item will be returned to the buyer via USPS ground. 

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!