Here are some answers to some frequently asked questions. If your question is not answered here, please contact us.
- Why is my payment being declined after the checkout process?
Usually this is caused by not typing the correct billing address for your credit card (generally, the billing address is the address the card statements are mailed to). If you have a different shipping address to your card billing address you will be able to enter it later in the check-out process. The other most common cause of a declined transaction is insufficient funds in your account to complete the payment.
- Where are you located?
We have offices and manufacturing in Hong Kong, Thailand, China and India. We are under Western management and a native speaker of English will reply to your emails.
- How do you ship my order?
You may choose either Express courier (STRONGLY recommended) or shipping through the regular postal service. Express courier is much faster, safer, and better value for money overall. If you have any kind of use-date for your order you MUST choose Express courier as the shipping method.The post office will normally take about 2 to 3 weeks to deliver to you after we have made up your order. However, they can sometimes take up to 4 or 5 weeks. We are not responsible for post office delays.
- What currency are the prices listed in on the website?
There are several major currencies you may view the website in. The exchange rates are updated periodically and may not reflect the up-to-the-day exchange rate. We reserve the right to change prices at any time without notice.
- What are your payment terms?
All orders are prepaid (paid in full at time of ordering). Please place your orders using the shopping cart and the secure, encrypted, payment gateway. We do not keep your credit card details on file (in fact we never see them). Your credit card company may charge you an 'international transaction fee' of approximately $5 when you check out and make your payment.
- How long before I receive my order?
We deal with and make most orders on an individual basis (and each sequin is sewn on by hand, one by one don't forget). The making period for standard sequin dresses is around 28 working days. Larger size orders, orders with unique specifications and some of the more complicated styles will take longer to make. We cannot guarantee a specific date by which you will have your dress. Any information from us, either in writing or by phone, about the delivery or completion date of your order is an estimate only. If you have an event you need the dress for it is wise to allow at least 6 to 8 weeks for your sequin dress to reach you or 15 weeks for a fully beaded gown to arrive. If you have given us a delivery date for your order, we reserve the right to make changes to your item during production in order to meet your deadline. Items with production deadlines are strictly non-refundable or exchangeable, whether or not your deadline is met.
- How long before I receive my Ready-to-Ship order?
Ready-to-ship dresses will usually be shipped within 1 to 2 working days of your payment. If you choose UPS as your shipping method your order will reach you 2 to 4 working days after we ship. If you order a ready-to-ship item AND a custom-made item, your ready-to-ship order will be sent with your custom-made item, after the normal custom-made making time of 28 days or more.
- What's the difference between 'custom sized' and 'custom fitted'?
All of our garments may be made with custom sizing if you send us your measurements. Unfortunately, we cannot meet you in person to measure and adjust the garment. This is called custom fitting. Therefore, your custom dress size will only be as good as your good measurements!
- What if the dress doesn't fit just slightly?
We always recommend you find a good local seamstress and have any small alterations done in person. We include extra sequins and the dresses can be let out about one inch at each seam.
- Can you make extra big sizes?
Yes, they are charged at higher prices to cover extra materials and labor costs (see below).
- How much do large-size dresses cost?
Prices of larger sized dress:
US Sizes 20, 22 and 24 add 15%
US Sizes 26, 28 and 30 add 30%
US Sizes 32, 34 and 36 add 45%
US Sizes 38 and over add 70%
To order a larger size dress, simply follow these instructions:
- When you find a dress you like, click the 'choose size' button
- Enter your custom sizes in the chart
- Submit the chart by clicking on the button at the bottom of the chart
- You will see the correct price for your size automatically displayed on the dress page (if, for example, your bust is a size 24 but your waist and hips are a size 20, you are charged at the rate for size 24)
- Add the item to your shopping cart and check out as normal.
- What about Taxes or Duty?
No sales tax is payable in Thailand. However, any local taxes, duty, import taxes etc. are the responsibility of the customer and would usually be paid before the dress is delivered to you. If you need to pay tax the shippers will contact you. If you are not sure about the tax expected, contact the customs department, post office or an express courier service in your country to find out more.
- What do I do about RETURNS?
We must be notified of all returns within 24 hours of you receiving them as confirmed by the UPS shipping records. After this period we have the right to refuse a return. Once we promptly acknowledge, via email, your desire to return an item, it must be returned unworn as soon as possible within 15 days. Once we receive the returned item, the dress will be remade or modified to rectify any points of dissatisfaction and then shipped back to you. Only if a fix or remake cannot be done will a refund be issued.
Payment of the return shipping is the responsibility of the customer. Do not ship returns by UPS or Fedex etc. Please use the express international service at your post office to return any items after you have contacted us for our return shipping address and details.
- How do I care for my sequin dresses?
Sequins colors and finishes are quite fragile. That is why sequin dresses are usually reserved for special occasions and get limited use. Treat them as you would any other special garment and only ever have them professionally cleaned. If the dress is stored hanging up it may stretch. It is best to keep it flat and preferably not folded. If you fold it, however, let it hang for a few days before wearing it again.
- Why is my pattern or color slightly different to that shown on the SequinQueen website?
Due to photographic processing or the settings on your computer screen, there may be some difference between the color of the sequins you see on the website and the color in 'real life' Also, as our dresses are handmade, not machine-produced, there may be some slight differences on the pattern you receive and the pattern as shown on the dress on the website. Please note that these minor differences are not the basis for a return.
From custom sequin dresses for prom or birthdays,
sequin party dresses,
beaded dresses for pageants,
show choir dresses that help you win,
sturdy and shimmering dance outfits,
sequin fabric to make your own special creations,
sequin aprons to bling your kitchen,
deluxe crystal dresses,
sequin suits perfect for singers or a unique prom look ,
velvet & ruffle dresses,
to many types of unique performer's costumes.
We make shimmering hand-sewn dresses and outfits for any special event or performance or whenever you desire being the center of attention! The sequin dress - a glamorous fashion statement.
Copyright ACREX Ltd. (DBA sequinqueen.com) © 1999-2014 SequinQueen