F.A.Q.
Frequently Asked Questions
Many of the questions we receive from our customers are answered here. However, if you have other questions
please customer service here.
| What Payment Methods do you accept? |
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| We accept all major credit cards such as Visa, Master Card, Vise Electron, American Express and debit cards via PayPal.
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| Do you ship Worldwide? What is your shipping policy? |
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Yes, we ship worldwide to most countries on the globe. However, we reserve the right to refuse and refund any order, if we are unable to ship to that location.
For a limited time, shipping is included – all dress orders that are delivered to North America, the United Kingdom and France is FREE of any shipping charge.
All orders are Shipped by USPS Express Mail services.
We ask that our customers allow 14 business days for your order to arrive to most destinations. Please note: some international destinations may take longer. All packages must be signed for. If no one is home to receive your package, then it will be held until you are able to sign for the package.
Customs Charges (Duties)
If you place an order for 2 or more dresses that are shipped, these may be subject to a small customs duty charge. All shipments passing through customs are listed as either gifts or samples (not for resale). We are not responsible for, nor obligated to pay any customs duty taxes for orders placed with us. Customs duty charges are rare, but usually are not too expensive when they do occur. Please note: Duties are based on the value of the shipment. ($150 and under, usually no tax charged) For this reason, clothing may have a customs value of only $10-$50 each (instead of the actual value). |
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| What to do in case I don’t receive any emails from you after I have made a purchase? |
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| When you make a purchase from us you should receive an informative email such as shipping information and expected delivery time to your destination. If you made a purchase and did not receive any email from us within 72 hours from your purchase time; you should check your Spam mail to see if our emails end up there. In case for some reason you still have not received any email from us please feel free to contact our Customer Service with your full name, date of purchase, item purchased and the email address you used to make your purchase and your phone number. We will contact you within 24 – 48 hours with information about your order. |
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| What should I do if the dress was damaged upon receipt? |
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| We make every effort to implement quality assurance with each order we ship. When shipping, each dress is securely packaged to prevent damage. Please note that dressmakers use tailor’s chalk to make markings to custom sew your dress. These markings should not be seen as damage and are usually sewn into the seams on the inside of your dress. These markings will wash out or can be dusted off with a dry toothbrush.
It’s very unlikely to receive a damaged dress, but in some rare cases it could happen due to inappropriate care by USPS or your local carrier. In such a case, please inform our customer service immediately upon receipt. Once you notify us that the product was damaged during shipment, we will require digital photos of the damaged dress sent via email and the dress shipped back to us before we can send out a new replacement. |
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| We are an online retail store. Our head office and most warehouses are located in Miami, Florida. |
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| Where do the dresses come from? |
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We have a small trusted group of dressmakers in North America, Europe and Asia that get to work on individual dresses that are ordered for your complete satisfaction.
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| When a confirmation for your payment is cleared, (usually 24-48 hours) your order will processed by our shipping department where we will label and ship your order to your confirmed PayPal address. Unfortunately, domestic United States, Canadian, United Kingdom and French addresses must be your confirmed or verified address with your Credit Card company. We DO NOT SHIP to unconfirmed addresses in order to protect our customers from fraud. If you wish to have an item shipped to an address other than that listed with your Credit Card company, please contact them and have this address added to your account before you place your order with us. Once your order has been shipped you will immediately receive an email confirmation of the shipment. Tracking information for the order is usually available immediately but can take up to 48 hours to show with USPS or your local carrier. |
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| What is your Return Policy? |
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We will gladly accept returns in brand new condition. All dresses purchased from us can only be returned in brand new condition with original packaging and MUST be returned 10-days after original date of delivery. We can only accept returns if in processing your order an incorrect color, size or style is sent.
When returning you must contact our customer service within 3 days of receiving your order to receive a RMA #(Returning Merchandise Authorization) and return address. We ask that all items be shipped via a method that can be tracked so you know when we have received your item back. Returns without RMA # will not be accepted. You are responsible for all shipping charges to return items back to us. On a case-by-case basis, all returns are subject to a 25% handling and restocking fee. |
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| Are the bridal gowns and dresses new? |
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| Yes, this is the advantage of having seamstress on call ready to custom tailor dresses – it guarantees that you can get an original dress never before worn at an affordable price. |
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| Can there be a color difference between the photo and the dress I receive? |
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| Yes, due to your computer monitor settings the color you see online may differ slightly to that of the actual items received. We make every effort to provide up-to-date high quality images of all the items we carry and you can rest assured you are receiving the item illustrated. |
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| Is your website a secure website? |
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All Payments are done online through a 100% secured http server provided by PayPal.
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| How often does KekoOnline update its dress catalog with new styles? |
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We have access to top dress designers and have a constant supply of new styles of cocktail dresses, evening gowns, prom dresses, wedding dresses so if you are looking for a unique dress for a special occasion, check back often, bookmark our online shop or subscribe to our RSS feed.
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| Why buy from KekoOnline and not at a retail mall shop? |
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You have the advantage of shopping right from your home, no gas to buy, no traffic to negotiate, no parking to find or pay, no large crowds and you get a dress that you’re not likely to see someone at the party or prom in a dress just like the one you are wearing.
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| How long do you keep styles in your online catalog? |
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| Once a year, we conduct a review of the styles on our website to evaluate the best sellers, we add new styles to our catalog and discontinue poor sellers but it is done in June so you should keep this in mind if you see a style that dazzles you. |
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| How long will it take for my order to arrive? |
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| We ask that our customers allow up to 14 business days for orders to arrive. However, it is our experience that most orders will arrived between 7-10 business days.
Within the United States orders can sometimes arrive within 5-8 business days. However, we cannot guarantee this timeline.
We strive to have all orders arrive as quickly as possible. However, we ask that you order with at least 14 business days of lead time if you are ordering a gift, especially during the holiday season. Custom-made orders may take longer. You will be informed at time of purchase as to how long to expect before your custom order is shipped. |
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