FAQs
How can I contact Nana Couture?
You can email us at info@nanacouture.ca where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-3 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you can contact us at info@nanacouture.ca
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Do you offer refunds?
At Nana couture, each wedding dress is handcrafted with the utmost care and attention to meet our customers' specific preferences and style. As each dress is custom-made to order, we do not offer refunds. We encourage all brides to carefully review their selections, measurements, and any customizations before placing their order to ensure satisfaction.
Can I return or exchange my dress if I change my mind?
Due to the personalized nature of our dresses, we are unable to accept returns or exchanges once an order has been completed. Each gown is created uniquely for each bride, and as such, we cannot offer resale. We recommend scheduling a consultation with our team to ensure your dress meets all your expectations before purchase.
What if I am unsatisfied with my dress?
Your satisfaction is important to us. If you have concerns about your dress, please reach out to our team. We are here to address any questions you may have, and we will work closely with you to make adjustments where possible to ensure your gown aligns with your vision. Please note that alterations and adjustments are at an additional cost, as they are tailored to each bride's unique requirements.
How do I ensure my dress fits perfectly?
We provide guidance on accurate measurements to ensure your dress fits beautifully. During the ordering process, our team is available to assist with any questions about sizing and customizations. For additional peace of mind, we suggest working with a professional seamstress for any final adjustments.