Customer Care

We always support you

FAQ

Ordering

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides.
They’re located underneath the available sizes for each of our products.
Also you can write to Customer Care if you have any doubts.

Can I cancel my order?

We completely get it, we change our minds too!
Yes, we can cancel your order if it wasn't sent.
If your order was sent we couldn't do nothing.
Also we want to remind you delivery payment for the products that are not under returning policy, would be paid by the Buyer. We also want to pay you the attention that in case of an exchange of goods, you will not have to pay for delivery.

Do you have FREE SHIPPING?

Yes, we have.
All International delivery orders from 499 EUR are sent free of charge.

Delivery cost below 499 EUR:
All over Europe: 15 EUR (customs duties and taxes would be extra charged)
International fixed-rate outside Europe: 20 EUR (customs duties and taxes would be extra charged)
Express delivery: 39 EUR

How can I track my order?

You always can track your order.

You need to fill your tracking number in the form and check your delivery status.

How can I get support/customer care?

We're always here!
Our goal is to make the purchase process without stress and make sure that it meets your expectations.
If you have any questions about the product, ordering, shipping and return policies, or tracking number, please contact our customer service or write us in CHAT.
Each request is very important for us. We would respond to you as soon as possible.
We very appreciate your time.

Shipping, Returns & Exchanges

Do you ship overseas?

We provide delivery to more than 50 countries.
If you could not find your country, please write to our link chat.
We would definitely find a solution.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order.
Once your order is fulfilled, you will receive an email notification with your tracking information.
Shipping fees are non-refundable in the case of returns.

What is your refund policy?

We respect your time! Please read EXPANSION's return policy carefully. You have the right to submit a return request within 14 days after receiving the goods.
Returned products must be in the same condition you received them, unworn or unused, with tags and original packaging.
You will also need a receipt or purchase confirmation.

To start the return, you must fill out and submit the form.
All received goods go through check-in to confirm that goods match the return policy requirements.
Unfortunately, we do not accept goods that violate the return policy compliance that was mentioned above. Items that were sent without a preliminary request would not be accepted. Our manager would contact you and provide feedback on the status of your return.

Please note that the Buyer is responsible for the return of the goods and customs expenses reimbursement (except for damaged or mistakenly shipped items).

Do you still have any questions? We are always here.

What are the terms of delivery?

Do you want to receive your order ASAP? We too.
As soon as your order is shipped, will send you a confirmation letter with your tracking number. If you have received a number, it means that your insured order is already sent to you).
You can check the delivery status under the link.

Delivery time depends on the country location and delivery type:
Express delivery: around 3-7 working days
Standard delivery: from 7 to 14 working days

Do you still have any questions? We are always happy to serve you.

How can I return my purchase?

Do you want to return the goods? It is very easy.
You can return the goods within 14 days after receiving the parcel. Fill out the feedback form Contact Us or contact support service with your order number to Chat.
Please note that only items that meet the requirements under the Refund Policy can be returned.

How to exchange?

Something goes wrong? Didn't guess the right size, want a different color, or changed the style in the short term?
The fastest way to make a product exchange through filling out the form. After receiving the form, our customer representative will contact you to clarify order details and propose the best model.
We would exchange and help you to find the best gown for the mood.

What are the steps if I get a damaged product or have delivery issues?

Please check your order at the parcel pick-up point.
If you find out that your order was damaged during the transportation, or you had received the wrong item, please contact us ASAP.
We would do our best to solve the problem in the shortest terms.
We apologized for the inconvenience, so be sure that we solve all cases in favor of the customers.

What are the return conditions?

Please pay attention!
Delivery payment for the products that are not under returning policy, would be paid by the Buyer.
Before making a return, please read return policy regulations.
While returning, our manager will provide the exact shipping address.
Please do not pay attention to the address that was noted on the parcel, our manager will provide reliable information.

We also want to pay you the attention that in case of an exchange of goods, you will not have to pay for delivery.
So maybe we would try again?

Payment

How can I pay for my order?

We accept a variety of payment methods which including Visa, Mastercard and American Express. 
Prepaid debit/credit cards may also be accepted depending if address verification is available through the issuing financial institution.

Do you accept VISA/MASTERCARD?

Yes, of course.
You can pay by Visa or Mastercard.

How can I refund my payment?

All received goods go through the Return Policy Regulations checkup. After passing the checkup, your request would be confirmed and the money would automatically refund on your payment system/ card within 21 days of the product.
Our manager would contact you for details confirmation because we want to solve the problem as easily and quickly as possible.

Get in touch

Have questions about your order, or a general enquiry?