FAQS

1. Ordering

Do I need to have an account to order?

No, you can place an order as a guest. But, there are some conveniences if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

What if I forgot my password?

On the login page, click “Forgot your password?” and you’ll be redirected to a page where you can create a new password.

Are there any exchanges rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

When will my order arrives?

All orders are subject to 2-3 business days to process prior to shipping, excluding weekends & holidays. After fulfilled, it would be delivered as addressed within shipping time(days) you choose. When bad weather occurs, like storm, heavy snow, hail, there may be a delay and the estimated delivery date may change, which depends on the routes of shipping company. 

In most cases, you will receive your item(s) earlier than expected and sometimes it depends on the destination. Your patience is truly appreciated. You can always contact us if you have any questions regarding your purchase at service@visualdress.com

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What do I do if I lost items in my package?

If something is missing in your package, please take the photo of shipping box and items then contact us at service@visualdress.com immediately.

2. Shipping and Refund

When will my order be processed?

All orders are handled and shipped out from our warehouse in China. 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 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

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 to 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. 

Is my order eligible for free shipping?

Free shipping option is available for all orders over $69. However, if you need quicker shipment urgently, you may feel free to choose "Express shipping"  or "DHL". Then, extra cost would be charged, based on the exact shipping method you select.

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 7 days from the time you receive your products. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Return Policy. All returns must be in original condition with packaging intact.

Will shipping fee be covered for my returns?

Please contact us within 7 days from the time you receive your products. You can review our Return Policy as a reference for shipping fee issue.

What if items I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible. You can review our Return Policy as a reference.

How long does it take for return to process?

Processing returns may take up to 14 business days from the day we receive your return. Your patience is truly appreciated. You can always contact us if you have any questions regarding your purchase at service@visualdress.com. We will email you to confirm once your return has been processed.

When will I receive my refund?

If you are approved for refund, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet,

  • First check your bank account again.
  • Then contact your original payment company, it may take some time before your refund is officially
  • Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at 

service@visualdress.com