HI! How can we help?
What Customization Options Do You Offer?
Renzrags provides a range of customization choices to ensure the best fit. All the necessary measurements are detailed on our product page.
To make these selections, simply choose "Free Custom" under the "PLEASE SELECT YOUR CUSTOMIZATION OPTION" section on the product page. Here's what you can choose:
Bust, Waist, Hips: By entering your bust, waist, and hips measurements, we'll create a dress that fits you precisely, ensuring the best possible fit.
Dress Length: You have the freedom to choose different lengths for the same dress, including knee length, tea length, ankle length, and floor length. Additionally, you can even add a tail to your dress, with options for 5" or 10" in length.
Add-Ons: Enhance your dress with various add-ons. Choose to add pockets, a slit, or opt to eliminate a slit if the original dress design includes one.
Bra Size: Provide your bra size, and we'll tailor the dress to match your bra cup size. For instance, if your body size is larger but you have a smaller bra cup, we'll use the smaller cup measurement. Similarly, if you're slim with a larger cup size, we'll accommodate that.
Height with Shoes: Tell us your height with shoes on, and we'll determine the appropriate dress length based on this height measurement.
Note: Utilize the note section to add any additional measurements you require, such as hollow to hem. Feel free to include any relevant information, such as if the dress is for a special occasion or if it's meant for a teenager, to ensure we pay specific attention to your preferences.
If you simply like the dress as is and need a quick and easy process, simply choose a standard size, and you will not be asked to fill the above information.
What is a recommended timeline for ordering?
Currently, the turnaround time for customizing a Renzrags dress is 4-6 weeks. However, it is highly recommended to place your dress order at least 3 months in advance. This allows ample time for any necessary alterations or adjustments to be made if required. Ordering well in advance ensures that everything is ready and perfect for your event.
By ordering at least 3 months earlier, it could also allow both sides enough time if a remake is necessary.
What if I Need to Edit My Order Information
Please contact us here within 24 hours if you need to update your order details.
Once your order is placed, the production process for your item(s) commences. If there's a need to modify color, size, or style selections, pleast submit the request within 24 HOURS. If any adjustments are necessary, reach out to us via here . While we can't assure changes, we'll gladly explore available options.
Please note that if you update your information after 24 hours, a processing fee of 30% may be applied. This is due to the likelihood that we've already crafted your pattern and cut your fabric. The 30% fee would encompass processing, pattern, and fabric expenses.
Can I order a try-on dress?
We don't have a section specifically named "try-on" for ordering. However, you can order a dress from our ready-to-ship section and feel free to return it if you'd like to try it on.
Please note that while we offer a wide range of over 500 different styles, not all of our dresses are available for immediate shipment. For dresses that are not labeled as "ready-to-ship," a try-on option is not available.
Why haven't I received any confirmation messages?
If you provided your phone number as the primary contact method during the ordering process, it's possible that a confirmation message was sent to your phone instead of your email. In such cases, please check your phone for any text messages or notifications regarding the confirmation.
Why am I not able to find my order using my email?
it’s possible you placed your order under your phone number.
If my measurements include a half inch, should I round up or use the smaller number? For example, for a measurement of 41.5 inches, should I choose 41 inches or 42 inches?
It depends on your preference. If you want it to be more accurate, you can include your exact measurement, 41.5 inches, in the note section. We will then make the dress based on the 41.5-inch measurement.
I just placed an order and realized that I selected the wrong color/measurement. How can we resolve this?
Please contact us within 48 hours of placing your order, either via live chat or at email@example.com. We will correct the order information for you. If it has been over 48 hours, a processing fee of 30% may apply, as we may have already made your pattern or cut the fabric.
Is it more recommended to choose "free custom" over the "standard size" when placing the order?
We offer two choices, and the best one depends on your preferences. You can either go for a made-to-order dress in a standard size or select "free custom," which provides more flexibility. With "free custom," you can opt for different lengths, add slits, or even pockets. If you choose the custom option, your dress will be crafted to fit your specific measurements without any extra charge.
Standard Size: If you easily find your size on our size chart, you can simply choose a standard size for a quicker and simpler process. It's also a good idea to go with a standard size if you're unsure about your measurements.
Free Custom: We recommend our free custom option if:
- You often fall between sizes.
- You have high expectations for the fit.
- You want to avoid spending money on post-purchase alterations.
For the best outcome, professional measurements are advised. Otherwise, there's a risk of an ill fit since the dress will be created based on the measurements you provide.
Renzrags is a bespoke label with a 10-year history. Over the past decade, we've delighted over 100,000 Etsy buyers with our personalized service. You can count on our well-honed custom skills and the expertise you can trust.
Why is my RENZRAGS size not my normal street size
RENZRAGS sizes may not be the same as those of street brands. Please refer to our size chart to determine your size instead of simply inputting your size number. We recommend choosing our free custom option if you frequently find yourself between sizes.
How to measure?
Bust-- Measure across the back and fullest part of the bust (not under the bust).
Waist-- Bend to one side to find the crease or natural waist. Measure across the narrowest part.
Hips-- Standing with feet together, measure at the fullest part of the hip.
Length from Hollow to Hem-- Measure from the center of the collarbone (Hollow) to the dress hem. (Note: The length is not measured starting from the garment neckline. Please wear shoes with the same heel height being worn in event to obtain measurement.)
Can I see your size chart?
Here is the Size Chart .
We recommend choosing our "free custom" option if you frequently find yourself between sizes.
Hi i want to order a custom dress. If my measurements have a half inch should i round up to the next number or put the smaller number? For example 41.5, should i choose 41 or 42?
If your measurement is not listed among the available choices, we recommend adding it to the 'Notes' section.
Do you offer free swatches?
Yes, currently, you can receive 3 free swatches by entering the code "HAPPYCOLOR". Additionally, if you purchase one swatch book, you will receive 6 additional free swatches.
Should I order swatches?
We strongly advise ordering a color swatch before making a final decision on the color. Colors can appear differently in person compared to online due to variations in screen resolutions and device settings. What one person sees may differ from what another person sees.
The swatch provides the best representation of how the final dresses will look, and it will be helpful throughout the wedding planning process.
How soon can I receive my swatches?
Once we receive your swatch order, we ship it the next working day. Domestic buyers can expect their swatches to arrive within 2-7 days, while international buyers can expect delivery within 10-20 days.
Why can't I find tulle swatches in your swatch section ?
I apologize for any confusion caused. Unfortunately, we do not currently offer tulle swatches. This is because the sheer nature of tulle fabric makes it challenging to accurately showcase the final color effect with a single thin swatch. Additionally, the varying tulle layering in different dress designs makes it difficult to provide multiple layered swatches. As an alternative, we rely on color representation through screen displays, which can provide a relatively close approximation of the actual color.
How can I track my order ?
As soon as your order ships, we'll send you a shipping confirmation email containing your tracking number. Please note that it may take up to 48 hours for the tracking number to update.
Do you ship internationally?
We are based in the U.S. and currently offer worldwide shipping services. No matter where you are, we can customize and deliver your order to you within 4-6 weeks, plus an additional 4-10 days for shipping.
Do you offer rush production and expedited shipping?
We apologize, but we are currently unable to provide expedited services and expedited shipping. Each Renzrags garment goes through a strict and orderly process from pattern making to quality inspection. Even with expedited services, sufficient time is required to complete the process, and it cannot be significantly shortened.
Our current processing time is 4-6 weeks, including shipping.
Can I update my shipping address?
Yes, it is possible. However, you need to notify us promptly before the item is shipped. Please contact firstname.lastname@example.org and provide us with the accurate address you need to update, including your mobile phone number. Once your item has entered the shipping process (even if the tracking number hasn't been displayed yet), we will be unable to make any modifications."
Return& Free Remake
How to process a free remake
- Visit RenzRags "Returns & Free Remake Center."
- Enter your order number and zip code, then click "Find Your Order."
- Choose "Apply for Free Remake" and upload at least 3 pictures showing the dress problem.
- Wait for approval (2-3 days).
- Once approved, download and print the returns label.And return the first dress using the prepaid label.
- Please include the changes you want in the "comments".
- Remake dress processing and delivery take about 4 weeks, counting from the day we approved your remake request in the system.
- A delay in delivery may occur if you don't send back the first dress in time.
- For any issues or questions, contact email@example.com.
- Please apply for a free remake via the "Return & Remake Center" within 7 days of the delivery date.
Which cases qualify for your "Fit Guarantee Program"?
- Pattern doesn’t fit well —All of our dress patterns are created by our pattern makers, who have over 10 years of experience. Upon receiving your measurements, we will use our CAD system to scale the size based on your bust, waist, and hip measurements, as well as your height requirements. This scaling is applied to our existing patterns to ensure the dress fits your size requirements as closely as possible. Based on years of custom fitting experience, in most cases, if the measurements you provide are accurate, your dress will fit perfectly. However, in any scenario, if the pattern does not fit correctly, we will offer a free remake.
- Dress is too small/too big in bust, waist, hips, shoulders —We will do a free remake.
- Dress is too long (Skirt, sleeves, etc) — Due to varying measurement methods and the potential variability in how tightly or loosely the tape measure is held, there could be some discrepancies in length. Therefore, we cannot guarantee a deviation within 2 inches for the length of the skirt. A fit guarantee does not include a length guarantee. However, in any case where we have made a length error exceeding 2 inches, we would provide $10 to assist with shortening alterations. A remake is completely unnecessary in this case.
- The dress is too short — For the same reasons stated above, we cannot guarantee a deviation within 2 inches for the length of the skirt. However, if the deviation exceeds 2 inches and you wish to make adjustments, which means the dress is more than 2 inches too short, we will offer a remake.
What is your "Fit Guarantee Program" ?
We understand how frustrating it is to try on endless outfits only to be disappointed. That's why we commit to ensuring you a perfect fit through our Fit Guarantee Program. Make it risk free on your side.
We find that most of our customers get a perfect fit in the first order. However, in case of an issue, our highly experienced pattern makers, with your input, will create the perfect fit for you through a free remake (with free shipping). In the end, the most important thing to us is that you are fully satisfied with your purchase.
Remake would be in same style and same color. If you need a remake for a new style and color, there is $30 extra fee, please check " remake a new style " in FAQs for details.
How to return a ready-to-ship dress?
- Go to RenzRags "Returns Center" page.
- Enter your order number and zip code, then click "Find Your Order."
- Follow the instructions to create a free pre-paid shipping label that you can download and print.
- Pack the items you're returning back into the original box (or one of similar size), and affix the return label on top.
- Drop off the package with the designated shipping carrier noted on the return label before the label expires.
- Refunds may take up to 7 days to show up, and you will receive a confirmation email.
- Please be aware that there is a $10 restocking fee for each Ready to Ship Item return.
If you encounter any difficulties with the return process, you can contact firstname.lastname@example.org for assistance.
Please make sure to return the dress within 7 days of delivery, unwashed, unworn, and in the original condition with the tags still attached to be eligible for the refund.
Can I return a custom-made dress?
For your custom-made dress, we offer you a free remake instead of a return. Dresses are made-to-order using your personal measurements, which is why we are unable to accept returns and sell them to anyone else. We have great confidence in our customization techniques to provide you with a perfectly fitting garment. However, if for any reason your custom dress doesn't fit or you're not satisfied, we promise to offer a free second remake.
You can apply for a free remake with no extra fee or remake a new style with $30 fee via the "Return & Remake Center" within 7 days of the delivery date.
Can I apply for a remake for a new item/color ?
Yes, there is a $30 style change fee. You can only change to a dress in the same collection. If the new item is cheaper than the original item, the price difference will be refunded as store credit.
Please apply for a style change via the "Return & Remake Center" within 7 days of the delivery date.
Can I cancel my order?
Yes. Ready-to-Ship Items can be canceled within 12 hours of placing the order.Made-to-order Items can be canceled within 48 hours of placing the order. This includes many of our products like bridesmaid dresses, prom dresses, party dresses, mother of the bride attire, wedding dresses, and more.
How to Cancel:
To initiate a cancellation, kindly reach out to us here. Refunds will be processed within 24 hours upon receiving your request on business days, and within 48 hours over the weekend.
What if I need a cancellation after 48 hours ?
If you require a cancellation after 48 hours, please note that a restocking fee of 50% will be charged. This fee is applicable because the dress has already been processed.
Do I need to return the first dress in order to start a free remake?
No, you do not need to return the first dress in order to start a free remake. We will initiate the remake process right after we approve your remake request. We will not wait to receive your return to save time.
To return the first dress, you will be provided with a pre-paid label. Please send the dress back within 7 days of receiving the label. A late return may cause a delay in us sending you the remake dress.
If I missed the 'within 7 days of delivery' time window, can I still get your Fit Guarantee program for a free remake?
I'm afraid if you miss this window, we will be unable to assist further.
Please make sure to try on the dress as soon as you receive it. If there is anything you are dissatisfied with, contact us immediately. Please apply for a solution through our "Remake & Return" center. Please attach pictures of the issue, and we will review your case within 2 days.
Can I simply return my custom dress for a refund instead of receiving a free remake? I don't want a free remak
I'm afraid not. The dress is made based on your measurements and requirements, and we are unable to resell a custom dress to anyone else. However, we are confident that if you review your measurements and we remake the dress, things will work out.