How to order, payment and delivery
HOW TO ORDER
As each style is made for the individual bride, we offer endless possibilities in customizations. Our own collection gowns require 12-16 weeks for production, but a rush option or off-the-rack styles may be available. Please contact us about your order with any special customization or rush order requests.
STANDARD ORDERS
These are styles from our own own collection in standard sizes. Small adaptations for length can be done free of charge.
1. Once you decide on the item you wish to purchase and have added to your basket, please follow the steps leading to checkout for payment.
2. You will receive an "order confirmation" via email. If you do not receive an email within 24 hours - please contact us immediately sales@peonyrice.com
3. If you have ordered an item that is on back order we will notify you via email.
For bespoke, made to measure, special requests, rush orders, pre-orders and limited edition orders please read on.
MADE TO MEASURE - these will take extra time for the pattern to be modified and refit from our Peony Rice universal standard size specification to your personal measurements, therefore this is created for your size. For existing styles please allow 16 weeks. Extra time maybe required particularly if there are modifications to the design, hand embellishments etc. We will contact you to confirm the details of the order.
BESPOKE WEDDING & EVENING GOWNS - we will confirm with you the delivery BEFORE you confirm the order. Please allow up to 5-8 months from when we receive your special request for a bespoke gown order.
RUSH ORDERS - Should you need your order in less than 16 weeks, please contact us prior to placing the order so that we can confirm if it's possible. This may incur a rush fee as raw materials maybe limited because of the special fabrics and trims we work with. We will try our best to accommodate your request.
PRE-ORDER - occasionally we like to create special one-off styles. These may use special technique, limited edition print or pattern, fabric / trim therefore supplies maybe be very limited. Please contact us for the delivery date.
COLOR MATCHING - If you desire a custom color match for your Head Topping or gown, you can send us a swatch of the color that you wish to match or a pantone reference. We will do our best to find the closest color from our collection.
SCREEN COLOR VARIATIONS - As much as we try to ensure that all information is correct, some instances are beyond our control . Please note that due to different screens and digital devices, there maybe some variation in colors and may appear different than the actual item, we take photographs of the actual products to ensure the photos are as close to the actual product as possible and do not touch up.
RAW MATERIALS - We always use quality materials to ensure our designs are reaching our own high standards to ensure that the design creation is as we want a Peony Rice piece to be. Being conscious of waste is one our our key concerns, There maybe some slight variations in color and fabric as each piece is hand crafted and we take a lot of care in selecting the materials. However as many of our materials are natural fibers, there maybe some slight variations just as each of our skin and hair tones are different. Occasionally we may use our discretion and chose to replace the original fabric if we feel it does not meet the requirements of the design and maybe affect the final outcome.
PAYMENT
1. All product prices are listed in USD .
2. The currency convertor automatically changes to your location's currency. However if it is not available please select the currency you wish to pay in.
3. The rate of exchange in other currencies are according to the daily rate and may change daily. You can check the approx rate of exchange using a reputable currency convertor. We recommend www.xe.com .
4. We also accept bank transfers and recommend Wise.com as the most convenient low fee method, Alipay and WeChat. Please contact us directly if you wish to do it this way.
5. For bespoke, custom, made to measure, pre orders and special requests. We require a 100% payment for your order before we begin. No refunds as the piece will be made especially for you.
DELIVERY
1. COMPLIMENTARY STANDARD DELIVERY for Hong Kong and China.
2. International orders will be shipped directly from Hong Kong by DHL or SF EXPRESS for China and Hong Kong. Once we have shipped, you will receive a shipment confirmation email with the air waybill tracking number. Should you require a different method, please contact us.
3. Please allow 10 -14 days for standard delivery, 4 - 7 days for express requests depending on service availability in your requested delivery address area. Should you require an expedited express service - please email us first as this service is not available for all countries
4. As each item is made to order, we will notify you once your item is ready to ship. Please see the individual product for the approximate delivery. Orders are not shipped or delivered on weekends or holidays.
5. When we ship an order internationally, we are required by law to declare the full sales amount of the invoice and the entire contents of the parcel on the customs declaration form and the commercial invoice.
6. IF goods are delayed by customs, or if a natural disaster occurs it is beyond our control.
7. Each piece comes in it’s own special packaging. We ask you to please take into consideration the environment impact. Please reuse this packaging to store your product. Please recycle or upcycle.
8. Even though we check and inspect each piece before shipment, and care is taken in the packaging, sometimes there are still circumstances beyond our control. We cannot be responsible for the package during transit. If you receive the goods damaged, please see FAQ for the procedure. This must be completed within 48 hours of receiving your purchase.
CUSTOMS, TAXES & IMPORT DUTIES
1. Import duties and taxes for your country are not included in the product price.
2. All international customs duty and taxes will be the responsibility of the customer. This can vary dependent upon the country in which you reside and we are unable to calculate that for you.
3. Peony Rice is not responsible for payment of import duties or taxes. Please contact your local customs office for help.