Client Care

 

Shipping Process
(U.S.) Ground Shipping 2 Day: Free

*We offer complimentary ground shipping on domestic orders within the 48 contiguous U.S. We are unable to offer free shipping to Hawaii, Alaska or Puerto Rico at this time.

All items EXCEPT pre-orders take 24 - 48hrs to process before shipping.

Orders placed Monday - Friday before 12PM PST will process that same day and ship within 2 business days.
Orders placed Monday - Thursday after 12PM PST will process the next business day and ship within 2 business days.
Orders placed Friday - Sunday will process on Monday and ship within 2 business days.

All orders ship with email confirmations that's updated within 24 - 48 hours, which can be used to track your package. We are unable to provide tracking information beyond that supplied by the carrier. We cannot guarantee precise delivery dates.


Lili Nguyen does not process or ship orders on Saturday, Sunday or company observed holidays. The following holidays are observed:
New Years Eve
New Years Day
Martin Luther King Jr. Day
Presidents Day
Easter Day
Memorial Day
Independence Day
Day after Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas Day

Refused Shipments
If an order is refused at delivery you will not be refunded shipping costs, and/or any duties and taxes incurred. Please review your order prior to shipment.
Returns
Lili Nguyen wants to ensure your complete satisfaction for all Lili Nguyen purchases.

All unused, unworn merchandise in an unaltered condition can be returned for a full refund within 30 days. It must be accompanied by its original tags attached along with the invoice. It must be packaged in a suitable way to protect contents.

Once your returned item has been received and approved by our team, your refund will be credited back to you in the original form of payment that was used, within 5-7 business days. Shipping costs are non-refundable.

Upon receipt of returned merchandise, every effort will be made to ensure a prompt refund. An email notification will be sent once the return has been processed.

Note
Lili Nguyen reserves the right to refuse the return of any merchandise that does not meet the above criteria. In such instances, our team will send the product(s) back to the client via ground shipment with an email notification.

Should you have any questions prior to purchasing, we are always happy to assist at care@lilinguyen.com.


Exchanges
To exchange an item, please make certain the item(s) that are being returned for exchange meet the the return policy above.

For an even exchange, we will send a confirmation email once the return is approved and the new item(s) ships.

For an exchange that is totaled more or less than the original return item(s), we will deduct or refund the remaining amount once the item(s) ships. We will send a confirmation email.

Please click HERE to initiate the return/exchange process.

You can click HERE to view the process of your return/exchange after it's been submitted.
All pre-order items are made to order, which means we do not have the item in stock. We must receive 50% deposit to start the order.

The remaining balance including taxes and any discounts, if applicable, will be deducted from the original form of payment once the item ships. You will receive a reminder email with payment details before the remaining balance is deducted.

Production Time
The estimated ship time for each style is indicated on its product page.

▪︎ Ready-to-wear (RTW) items take 1-4 weeks to produce before shipping.
▪︎ Couture items take 4-8 weeks to produce before shipping.

Returns
Preorders can be returned or exchanged if it is not a final sale item.
Types of Orders
We are open to various requests, but we focus on the following:
▪︎ Bridal Wear
▪︎ Red Carpet Wear
▪︎ Special Occasions/Events Wear
▪︎ Music/TV/Film Wear

Price List
Custom garment prices begin at:
▪︎ Cocktail Wear (Short/Midi Dresses) $500
▪︎ Bridal/Formal Wear (Long Gowns/Pantsuits) $800
▪︎ Bridal Wear (Bridal Gowns) $2000
▪︎ Bridal/Formal Wear (Couture Gowns) $5000
▪︎ Costume/Wardrobe Wear is based on the needs of the project

Production Time
We ask to place an order a minimum of 6 months in advance, if possible. The time range of a custom order to be completed varies depending on the complexity of the design. Here are the approximate time frames as follows:
▪︎ 2-8 weeks for simple designs
▪︎ 8-16 weeks for formal designs
▪︎ 6 mo.-1 year for bridal designs
▪︎ Time is contingent upon the project for entertainment wear

Consultation
To begin, please complete the custom form to help begin the design consultation. You will receive an email within 2-3 business days to schedule a full consultation. We will begin the design research and development process to produce illustrations, provide swatches and discuss the possibilities, based on your request(s). The scheduled consultation is to review the work we have produced and to decide whether or not to utilize our service. If so, your body measurements are retrieved and a 50% deposit is required to begin work.

Fittings/Alterations
There will be a fitting for each phase of production:
1. Mock garment
2. Actual garment
3. Adjustments

We offer complimentary alterations for minor changes such as bust, waist, hip or hem adjustments. Any style line changes after the mock phase may incur additional fees.

Payment
A signed contract and a 50% non-refundable deposit is required to begin work on your custom garment. The remaining balance is due before your custom garment leaves the atelier. It can be made in multiple payments during the production process for your convenience.

Returns/Canceling Order
Custom garments are tailor-made to your body measurements and cannot be resold. They are considered final sale items and cannot be returned.

In canceling your order, the 50% deposit and/or any payments that have been applied to the remaining balance is non-refundable.
Lili Nguyen is not responsible for packages that are lost or damaged in transit.

To change your shipping address after placing your order, email us at care@lilinguyen.com as soon as possible. The address will be changed if the package has not left the site. The package cannot be rerouted once it has shipped.
Returns/Exchanges
Eligible returns/exchanges will be accepted at the customer’s shipping expense at this time. Please click HERE to initiate the return/exchange process. 

Taxes and Duties
All international packages may be subject to taxes and duties. The recipient must bear any additional charges for customs clearance; we have no control over such charges and cannot predict what they may be. We are not responsible for customs or transit delays. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.
▪︎ We do not offer price adjustments.
▪︎ Items received as a gift and returned are eligible for site credit only.

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