FAQ
At Layalé, we want your shopping experience to be as seamless and luxurious as the gowns themselves. Below you’ll find answers to our most commonly asked questions.
Orders & Processing
Q: How long does it take for my order to be processed?
A: For in-stock items, orders are processed within 1–2 business days after payment verification. Out-of-stock items may take 3–7 business days. Pre-order items, which are made-to-order, have an estimated shipping window of 30 days.
Q: Can I change or cancel my order once it’s placed?
A: Yes — cancellations are possible if you contact us as soon as possible after placing your order. We try to process all orders within 24–48 hours, so once processing begins, we may not be able to cancel or adjust your order
Q: Do you offer pre-order items?
A: Yes! Pre-order items are custom reserved for you and ship within 5–6.5 weeks from purchase. Please note that pre-orders are considered final sale and cannot be returned or exchanged.
Shipping & Delivery
Q: How long does shipping take?
A: Shipping times vary by item. Please check the product page for the most accurate estimates. On average, US orders arrive in 6–13 business days after processing. International delivery can range from 7–20 business days depending on location.
Pre-order items take longer due to production times (5–6.5 weeks).
Q: Do you offer free shipping?
A: Yes! We offer free shipping on all US & Canada orders. International shipping is $29.99.
Q: Do you ship worldwide?
A: Absolutely. Please note, customs fees may apply depending on your country. These fees are not covered by Layalé and must be paid by the customer upon delivery.
Q: Can you ship to a different address than my billing address?
A: For US & Canada orders, we can ship to an address that’s different from your billing address. For international orders, parcels must be shipped to the billing address of the cardholder. If the billing and shipping address don’t match for international purchases, your order may be placed on hold until verified.
Returns & Exchanges
Q: What is your return and exchange policy?
A: We accept returns for store credit or exchanges within 14 days of receiving your order. Store credit never expires. Refunds are not offered.
Q: Are sale items returnable?
A: All sale items are final sale and are not eligible for exchanges or store credit.
Q: Are pre-order items returnable?
A: All pre-order items are final sale and cannot be returned, exchanged, or credited. They are made-to-order and reserved exclusively for you.
Q: Do you provide return labels?
A: Yes, for US & Canada orders we provide a prepaid return label. For international orders, we unfortunately cannot accept returns.
Q: Do I need to provide proof for my return or exchange?
A: For select designs only, we may request photos of the item before approving an exchange or store credit. This helps confirm eligibility and ensures your request is processed smoothly.
Q: What condition must my item be in for a return or exchange?
A: Items must be unused, unworn, unaltered, and with tags attached. If an item shows signs of wear or damage without prior notification, we cannot accept the return.
Q: How long do I have to send back my return?
A: Once we send you a return label, you must ship the item back within 7 days. Returns shipped after this period may be subject to a restocking fee.
Q: How long does it take to process my return?
A: Once we receive your return, we’ll process it within 2–4 business days. You’ll then receive your store credit code by email or confirmation of your exchange shipment.
Store Credit
Q: How do I use my store credit?
A: Store credits are automatically added to your account and will apply toward your next purchase at checkout. They never expire, so you can use them whenever you’d like.
Q: Can I exchange my store credit for a refund?
A: Store credit cannot be exchanged for cash or refunds.
Other Important Questions
Q: Do you offer custom sizing or tailoring?
A: At this time, we do not offer custom sizing or alterations. We recommend reviewing our size guide carefully before purchasing.
Q: Do you offer price adjustments?
A: Because many of our gowns are limited or pre-order items, we do not offer price adjustments on past purchases.
Q: Do you work with stylists or bulk orders?
A: Yes, we occasionally partner with stylists and offer solutions for bridal parties or special events. Please email us at info@layale.com
for inquiries.
Q: I have a special event—can I receive my gown faster?
A: We recommend reaching out to info@layale.com
with your event date before ordering. While we cannot guarantee expedited processing, our team will do everything possible to prioritize your order.