Question 1

What is your return/exchange policy?

Accepted Answer

If you’re not completely satisfied with your purchase, we gladly accept returns or exchanges on eligible U.S. orders placed through our website. To ensure a smooth process, please review our policies below: Return/Exchange Timeline:We accept returns within 30 days after the delivery of your item.We accept exchanges within 60 days after the delivery of your item.Return/Exchange Conditions:Items must be unworn, undamaged, and have all tags attached.Please include a copy of the original invoice with your return.Final sale styles (items ending in $.97) cannot be returned or exchanged.Return Shipping Fees:A shipping/handling fee of $9.95 for the first item and $5 for each additional item(s) will be deducted from your return credit.Exchanges are FREE.Start a Return/Exchange:All returns and exchanges must be initiated through our online customer returns portal at https://returns.adriannapapell.com  We do not provide refunds or exchanges for products purchased outside of https://www.adriannapapell.com  Please follow the return and exchange policies of the authorized retailer where you made your purchase. For assistance, contact the retailer directly.Adrianna Papell reserves the right, at its sole discretion, to determine if returned merchandise is in saleable condition.

Question 2

How do I return my order?

Accepted Answer

Start Your Return Here: returns.adriannapapell.comEnter Order Information: Provide order number with either a zip code, email, or phone number.Select Item(s) to Return.Choose Refund Option.Print Return Label.Package Item: Ensure items are unworn and undamaged with original tags attached. Include copy of the original invoice.Ship Package: Drop off your return at specified carrier using the provided label.Orders shipped to a P.O. Box, APO/FPO/DPO address, Hawaii, Alaska, a U.S. territory (Guam, Puerto Rico, U.S. Virgin Islands) are not eligible for use of the FedEx label provided through the online customer returns at this time. For help with your return, please contact customer service.

Question 3

How do I exchange my order?

Accepted Answer

Want to exchange your item(s) for a different size, color, or style? No problem! We offer FREE exchanges within 60 days of the delivery date. All returns/exchanges must be initiated through our online customer returns portal.To exchange your item(s), simply follow these steps: Start Your Exchange Here: returns.adriannapapell.comEnter Order Information: Provide your order number with either a zip code, email address, or phone number.Return/Exchange: Select item to return, then exchange for a new size or item. Use return credits to shop the site https://www.adriannapapell.com/ and add new item to your cart. Ship your Return and Track Progress: Drop off your return at the specified carrier using the provided label. Your new item will be shipped once we receive your returned merchandise at our warehouse. If the desired style or size is unavailable, we'll contact you to offer alternative options.

Question 4

What does "Final Sale" mean?

Accepted Answer

Items marked as Final Sale have been deeply discounted and are NOT eligible for returns, refunds, or store credits. What are Final Sale Items? Final Sale items include products from our clearance sale sections that are reduced in price. These items are clearly labeled as FINAL SALE on their product pages and have a price ending in $.97. If Final Sale items are returned to our warehouse in error, we cannot guarantee they will be returned to you. If you wish to have these items shipped back to you, we will request that you cover the return shipping costs.

Question 5

Where is my refund?

Accepted Answer

We aim to refund customers within 15 business days of the merchandise being returned to our warehouse and processed. Your banking institution may require additional days to process and post this transaction to your account once we have processed a refund. All returns will be credited to the original method of payment. We cannot process your refund with an alternative payment method.Refunds will only be issued for the value of the clothing item(s). The cost of shipping for your original order is non-refundable. When we process your return, a $9.95 shipping/handling fee will be deducted from your refund, plus $5 for each additional item returned.

Question 6

My item is incorrect or damaged

Accepted Answer

In the unlikely event that you receive incorrect or damaged merchandise, please contact us promptly at 1-800-325-9450 (available Monday - Friday, 9 AM - 5 PM ET) or via email at CustomerService@AdriannaPapell.com. We will waive your return shipping fee and arrange a replacement at no additional cost. Your replacement items will be shipped to you free of charge.

Question 7

Do I need to return items separately if they were delivered in different packages?

Accepted Answer

If your order came in multiple packages, please treat each package as a separate return to avoid any delay in processing your refund. We will provide you with separate return labels for each package that needs to be returned. Please ensure you include the packing slip that came with your order as a part of your return. All merchandise must have the original tags on it and be in unused, unworn condition.

Question 8

What is my shipment reference for a return?

Accepted Answer

Your shipment reference for a return is typically the tracking number provided by the carrier when you ship your return package back to us. This tracking number can be found on the return label. If you need further assistance, feel free to contact our customer service team.

Question 9

Can I cancel or modify my order?

Accepted Answer

Our fulfillment team works really hard to get orders out in timely manner. Once the order is placed, your order cannot be canceled or modified. If there are any specific concerns or issues related to your order, please let us know right away, and we will do our best to assist you in finding a suitable resolution.

Question 10

When will my order ship?

Accepted Answer

We usually ship in-stock items within 1-3 business days, excluding holidays. All orders placed with overnight or next day shipping will be shipped on the same day the order is placed if placed on a weekday by 12 PM ET. If placed after 12 PM or on a weekend or holiday, the order will ship out on the next business day.Please allow additional time for shipping when placing your order ahead of your special event. Please note: If your credit card requires manual approval or any errors are encountered with the entered billing and/or shipping addresses, this may delay shipment beyond the 1 – 3 business day period. To prevent this, please double check your information as you enter it at checkout and ensure you provide accurate contact information while placing your order so our team can reach out to you.

Question 11

Do you ship outside of the United States?

Accepted Answer

We currently do not ship orders outside of the US from https://www.adriannapapell.com/.

Question 12

Do you ship to PO boxes or Military APO/FPO?

Accepted Answer

Yes, we do ship to PO Boxes and Military APO/FPO addresses. Please note that orders to these addresses cannot be expedited and will be shipped via Standard Ground through SmartPost, which may result in a delay.

Question 13

What forms of payment do you accept?

Accepted Answer

We accept Visa, MasterCard and Discover cards issued in the United States, as well as Paypal, Applepay, Amazon pay, and Venmo. If you have been issued store credit in the form of a gift card, you can use the balance during checkout.

Question 14

When will I be charged for my order?

Accepted Answer

We will charge your payment method for all the items in your cart at time of checkout. This includes preorder and regular merchandise.

Question 15

Is my payment information Secure?

Accepted Answer

Yes, Adrianna Papell offers secure checkout that uses the latest encryption technology. For more details, please see our Privacy Policy.

Question 16

How do I resolve an incorrect address or missing confirmation for my order?

Accepted Answer

If you notice an incorrect shipping address or have not received a confirmation email for your order, please contact our Customer Service team immediately to check if updates are possible.We are unable to make address changes once your order has shipped or if there are potential security concerns.Our fulfillment team works hard to process and ship orders quickly, so address modifications may not always be feasible.

Question 17

Shipping options and rates

Accepted Answer

Below are the options we offer for orders shipping to the US. Please allow additional delivery time to Alaska, Hawaii, PO Boxes and APO/AFO addresses as there may be delays or variations in shipping methods.We usually ship in-stock items within 1 - 3 business days, excluding holidays. All orders placed with next day shipping will be shipped on the same day the order is placed if placed on a weekday by 12 PM ET. If placed after 12 PM or on a weekend or holiday, the order will ship out on the next business day. We recommend placing your order well in advance of your special event to ensure timely delivery.

Question 18

How do I track my order?

Accepted Answer

You can login to your account or you can track your order here.

Question 19

Will I receive my order in multiple shipments?

Accepted Answer

Depending on the number of styles ordered, your order may come in multiple packages. Each shipment will have its own tracking number and can be tracked on the Order Status page under the same order number.

Question 20

Can I ship to an address other than my own?

Accepted Answer

Yes, you can ship to another address besides your own if shipping within the United States. Please note, in some cases we may have to contact you to verify the shipping address and this may delay your shipment. When completing checkout, please provide an accurate phone number and email address so we can reach you to verify these details.We do not ship to freight forwarders. Any order placed using a freight forwarder will not be completed.

Question 21

How will I know when my order ships?

Accepted Answer

You will receive an email notification confirming shipment (be sure to check your spam folder). Please note that items are only charged to your selected method of payment once they have shipped.

Question 22

How do I confirm my order has been properly updated for shipping?

Accepted Answer

Once your order has been updated for shipping, you will receive a confirmation email from Adrianna Papell with your tracking information. Please note that there may occasionally be delays in tracking updates, but the carrier details will remain accurate.You can also visit the Adrianna Papell Order Tracking page to view the latest shipping updates. Simply enter your order number and email address to access your tracking information.If you have any additional questions, please contact our Customer Service team.

Question 23

How will my Preorder items ship?

Accepted Answer

Preorder items are only eligible for standard shipping speeds and rates. We cannot offer overnight, or expedited shipping for preorder items. If you order contains a preorder item and an item available for immediate fulfillment, your order will come in two shipments. Please note that you will not be charged more than one shipping fee for your order even if it comes in multiple shipments. You will get an email and tracking information for each shipment that is coming to you.

Question 24

Does Adrianna Papell run true to size?

Accepted Answer

Adrianna Papell garments are designed to fit according to our Adrianna Papell Size Guide. If you are unsure about sizing, please check your measurements against our size guide. If unsure of your size or if you fit between two sizes, we recommend ordering one size up to accommodate alterations.Still have questions? Our stylists are happy to answer any fit questions you may have. Please reach out to them at stylist@adriannapapellusa.com. Customers in the U.S. may call 1-800-325-9450, Monday through Friday, 9 AM to 5 PM ET.

Question 25

Do you offer swatches?

Accepted Answer

We do not offer swatches at this time. For your convenience, we provide a comprehensive fabric guide with detailed descriptions and visuals here.

Question 26

Do you offer additional fabric or applique for alterations?

Accepted Answer

We do offer select fabric from our Adrianna Papell line for your alteration needs. We are unable to guarantee all requests and cannot provide this service for our Weddington Way by Adrianna Papell collection. The first yard of fabric cost $34.97 and each additional yard is $14.97. To request fabric, please contact our customer service team at customerservices@adriannapapell.com. If you are a US customer, you may also call 1-800-325-9450, Monday through Friday, 9 AM to 5 PM ET. Due to different dye lots, color variations may occur. Please call at least 10 weeks in advance of your event to leave time for shipment and alterations.

Question 27

Where can I shop platinum bridal collection?

Accepted Answer

The Adrianna Papell Platinum wedding dress collections are custom-order and offered exclusively at bridal salons and boutiques worldwide. These gowns are not available to order from our website. To find your nearest location, please contact CustomerService@AdriannaPapell.com.

Question 28

How can I be notified when an out-of-stock item is back in stock?

Accepted Answer

If you're eyeing an item that's currently out of stock, don't lose hope! Click on the size that’s unavailable, select 'Notify Me When Available,' and enter your email and/or phone number. We'll let you know if it comes back in stock with an email notification. We do our best to restock popular styles, but may not restock all styles in every season.

Question 29

Can clothing with beading be altered without losing beads?

Accepted Answer

If you need to alter a garment with beading, such as shortening a dress hem, it is recommended to seek a trusted seamstress's advice. Garments with hand-beaded details can be more challenging to hem. To prevent beading from coming apart after fabric alteration, it's important that the seamstress knows how to securely tighten the thread.

Question 30

How do I contact customer service?

Accepted Answer

Please visit our Contact us page to submit an inquiry. You can also email CustomerService@AdriannaPapell.com or call Customer Service at 1-800-325-9450 (Monday - Friday from 9 AM to 5 PM ET).For UK Inquiries, contact customerservices@adriannapapell.co.uk  or call +44 203 696 2160.

Question 31

Press, Influencers, & Affiliates

Accepted Answer

We look forward to learning more about you! We are continually expanding our influencer network and press opportunities. At this time, we are only collaborating with U.S. based influencers. To apply, please email us at PR@AdriannaPapell.com with the following information:NameCurrent Dress SizeMedia KitLinks to Social Profiles and/or WebsitesLocation (In U.S)How you heard about usA member of our team will review your information and be in touch if we’d like to move forward.

Question 32

How do I carry Adrianna Papell in my store?

Accepted Answer

We’d love to hear from you. Please contact our team byemailing wholesale@adriannapapell.com. In your email, please include your name and contact information, the name and location of your store/boutique, and the collection you are interested in carrying (day, evening, or both.)

Question 33

Do you charge sales tax on any item?

Accepted Answer

We do charge sale tax for those in states where this tax applies. The tax rate applied to your order will be the combined state and local rate for the address where your order is shipped.

Question 34

Do store credits expire?

Accepted Answer

Yes, as of October 15, 2021 all issued store credits will automatically expire 2 years after the issued date. Please emailcustomerservice@adriannapapell.com if you need further details on your gift card.

Question 35

Do you offer price adjustments?

Accepted Answer

If the style you ordered is marked down and added to the sale section on our site, we will adjust the price of your purchase within 3 days of checkout. There will be no exceptions after 3 days of purchase. This does not include products that are temporarily discounted for promotion purposes (Ex. sitewide sales, category sales, free shipping promotions, etc). Please note, we do NOT price match other websites who carry our styles or clearance/final sale items.To be eligible for a price adjustment, the exact style, size and color you ordered must be on sale—we will not adjust the pricing if a different colorway or silhouette goes on sale. To arrange a price adjustment, please contact our customer service team.

Question 36

Do you offer promo/coupon codes?

Accepted Answer

Yes! We have promo/coupon codes currently available for our customers. Please note these codes are not combinable with any other offers and are void where prohibited, taxed, or otherwise restricted. Not applicable to prior purchases. Coupons cannot be combined with any other promotion. Some exclusions may apply, depending on style, brand, or promotion. See terms and conditions.Sign up for our email list or text message list for an exclusive Welcome code off your first order!

Question 37

How do I apply promo/discount codes?

Accepted Answer

To apply a promo or discount code:• Proceed to checkout and enter your code in the ['Discount Code'] field.• Click ['Apply'] to see your new total before finalizing your order.• Only one code can be used per order.If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.Please note preorder items are not eligible for discounts. New arrivals are also not eligible for sales and discounts.

Question 38

How can I fix issues with updating my shopping cart on a mobile device?

Accepted Answer

If you’re experiencing issues with updating your shopping cart on a mobile device, try the following steps:Refresh the Page: Clear any temporary glitches by refreshing the webpage.Clear Browser Cache: If you’re using a browser, clear the cache and cookies to resolve potential loading errors.Check Your Internet Connection: Ensure you have a stable internet connection. Switching to a different Wi-Fi network or mobile data may help.Update Your Browser or App: Make sure your browser is updated to the latest version.Try a Different Browser or Device: If the issue persists, try switching to a different browser or using a desktop/laptop.For further assistance, please contact our Customer Service team.

Question 39

How do I delete my account and associated data?

Accepted Answer

If you wish to have your account and associated data deleted, we will process this request in compliance with applicable regulations. The deletion may take a few business days to complete, and once performed, it is irreversible. Please be aware that this action may affect our ability to provide ongoing support for any active subscriptions or orders you have.

Question 40

What are email and text signup discounts?

Accepted Answer

You can earn a discount code by signing up to receive our email updates. By signing up on the site popup, or footer on the homepage, you can earn $20 to spend towards your first purchase. Please note that the $20 is redeemable at checkout and is applicable only on purchases of over $75. You can earn $30 if you sign up for text alerts. The promotion code is shared with you on text and is applicable towards your next purchase of $100 or more. Both of the codes above are a one-time use only and can only be used by one person.

Question 41

What is a preorder style?

Accepted Answer

A preorder style is a new style on site or a restock of a popular sold out style that is available to you to prebook before it's available to ship. Order incoming styles before anyone else to ensure they don't sell out. We will ship your order as soon as dresses are available to send to you. This helps you get a head start on dresses that are popular and plan ahead for your events.

Question 42

How do payments work for preorders?

Accepted Answer

We hold your payment safe until your pre-order is ready. Shipment timeline is provided at the time of order. Please note if you're ordering multiple preorder items, they will ship together. Your cart reflects the final shipping date. Your payment works in the same way a a standard order and with the same payment methods.

Question 43

Can I cancel preordered merchandise?

Accepted Answer

Cancel for a full refund any time before your order ships. Speak to customer service to explore options. You can cancel the order for a full refund on your item up until the time it is fulfilled for shipment. If you would like to return the item once it has shipped, you can follow our standard returns procedure within 30 days of delivery or exchange at no cost for up to 60 days after delivery. Please note that the return and exchange windows for each product start from the date that the specific item is delivered to you.

Question 44

What is the shipping policy for preorder items?

Accepted Answer

Preorder items are only available for standard shipping. We are not able to offer expedited or overnight shipping on preorder items. If your order has preorder items and items available for immediate fulfillment, they will ship in separate shipments. You will only be charged for shipping once. You will get tracking information for each shipment that is coming your way. Please note all preorder items in a single order will ship together. The shipment date is available in the cart and your order confirmation email. In the event of a delay, you will be notified via email.

Question 45

How do I earn rewards?

Accepted Answer

Make A PurchaseEarn 5% reward dollars for everydollar spentLeave A Verified ReviewEarn $7 for each review of a purchased productCelebrate Your BirthdayShare your birthdate and get $15 as our gift to youYour continued support means the world to us. As you shop with us, you'll get bonus rewards with your purchase milestones.

Question 46

How do I view my rewards?

Accepted Answer

You will receive email notifications for any new rewards earned. If you'd like to view your current rewards at any time, you can do so on your AdriannaPapell.com account. Note that you must create an account to see the details on the My Accounts page. You can also reach out to our customer service team at any time for help on looking up your rewards value and expiration dates.

Question 47

How do I redeem my rewards?

Accepted Answer

At checkout, copy and paste your rewards code from your email to the promo code field. If you're signed into your AdriannaPapell.com account, the code will be applied automatically with a single click. You can redeem your rewards during sales and other promotions. Exclusions may apply.

Question 48

Do I need an AdriannaPapell.com account to earn rewards?

Accepted Answer

No, you will receive your personal rewards code via email after your purchase and can redeem those rewards after your return window closes without an account. However, creating an account can help earn additional rewards and gives you quick accessibility and visibility to all your rewards.If you already have an account your personal rewards code and your available rewards will now be automatically displayed on your account with any future purchases.

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