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FAQ – Online Store
Where are you located?
We are a Canadian company located in Vancouver.
Where do you ship?
Our online store offers worldwide shipping on most items.
What payment methods do you accept?
We accept all major credit cards.
What currencies do you accept?
We accept Canadian Dollars (CAD) and American Dollars (USD).
Can I place my order over the phone?
We only accept orders placed online.
Do you send dresses just to try on?
As all our gowns are made to order, unfortunately, we can't send them to try on.
Where can I try your dresses on?
We only have one physical location - Luxx Nova Bridal Boutique in Vancouver, Canada.
Do you sell authentic dresses?
We work with designers directly and sell only authentic dresses.
When will I receive my order?
Our standard production time is 10-12 weeks. Option of rush production 4-6 weeks is available upon request. Shipping time is 7-14 days depending on your location. Should you need to receive your dress by specific date, please ask us by filling out the Contact Us form. As soon as the dress leaves our facilities, we send you a notification that will include the name of the carrier and a tracking number. We recommend placing your order as far in advance of your wedding date as possible. Check Terms and Conditions for more information about order time.
How many dresses can I order?
Each customer may order up to two wedding gowns.
How do I know what size to order?
To get the perfect-fit dress, accurate measurements are crucial. Use a measuring tape to find your bust, waist, and hip measurements and see where your measurements align on designer’s size chart at the bottom of your dress page. Check our Measurement Guide for more instructions or book a Virtual appointment and we will guide you through the process. We will help you get the gown that is perfect for you.
Can I change the color of the dress or make some adjustments to the design, e.g. adding straps or sleeves?
Contact Us directly and we will check with our designers if modifications to a particular dress are possible.
Can I modify my dress length?
Yes, it is possible to modify the length of a dress. When ordering a wedding dress, simply indicate the length you want in the custom length field. Please check our Return Policy for custom size dresses.
Can I modify my dress design in terms of fabric?
Unfortunately, no. The fabrics of all dresses cannot be modified.
Can I see a swatch of the color or fabric I'm interested in before I order?
We do not have swatches available to send out to customers and are unable to request any from the designer.
How much does the shipping cost?
Are there any custom clearance duties?
There are NO additional duties if shipping to Canada, only the GST/HST/RST/QST applicable to your province will be charged on your purchase. Outside of Canada, your destination country may charge you custom duties, or other taxes and fees. These charges can vary from country to country and LUXX NOVA has no control over them. We suggest checking with your local customs office prior to ordering as this can prolong the delivery process of your dress arriving to you on time.
What is your return policy?
All unused, standard size dresses are returnable within 72 hours of receiving them. However, a restocking fee 250$ will be billed to you. Dresses made to your specific (custom) measurements do not qualify for returns. Please refer to our Return Policy for more details.
What is your exchange policy?
Since our dresses are made to order, we cannot exchange orders. Customers will need to return the original order, if it is qualified for return, and place a separate order for a new dress. Please refer to our Return Policy for more details.