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Shop Online FAQ

Our most asked question (and it’s a good one) is – What is the difference between Shop Online and Made-to-Order?

Products found under SHOP are in stock at our warehouse and are available to ship to you immediately. We are constantly working to reorder, restock, and add new items to our assortment so feel free to keep checking back for updates, or for an item to come back in your size! See below for more online order FAQs.

Products found under COLLECTIONS include all items within our two bridal lines, Jenny Yoo Collection and Jenny by Jenny Yoo, as well as our bridesmaids and flower girl collections. These items are made-to-order and must be placed through an authorized Jenny Yoo retailer. Since they are produced to order, they are delivered upon completion.

Click here to find a Jenny Yoo retailer near you.

To read more about the made-to-order process, see our made-to-order FAQ.

Has my order shipped?

You will receive an email once your order is ready to ship with tracking information. If you have an account, click the My Account link at the top right-hand side of our site and follow through to My Orders to check the status. Please note that in order to guarantee an overnight or rushed delivery, your order must be placed by 1 pm EST on a business day.  Otherwise, it will be shipped out on the next business day. We do not ship on Saturday or Sunday.

Help! My item never arrived.

Please visit your My Account link or refer to your shipping confirmation email to ensure all items have shipped. Please note that swatches ship separately from everything else online. If you see that your package has a status of “delivered” per the tracking number for your order, please contact our customer service team at [email protected] for assistance.

Please note that we highly suggest shipping to an address where someone is available to receive the order. We want to ensure that you receive the product you ordered, and we cannot guarantee stock for a replacement of any lost or stolen items.

What is your return policy?

If for any reason you are not satisfied with your online purchase, you may return your item within 30 days of order date. We must receive your return within 30 days of order date for it to be accepted.

An update to our online return policy: As we understand plans are changing and ever evolving, we also understand that there may be uncertainty around the wear date of your dress! To help alleviate any unnecessary stress, we've temporarily extended our online return policy to 50 days from order date on orders placed on March 23rd and later, until further notice. We must receive your return within 50 days of order date for it to be accepted. Returns will only be accepted in original, unused, and unwashed condition with all hang tags, return tags, and packaging still attached. Please note that we charge a $10 shipping fee for all returns, and any Fedex pickup service will incur an additional $5 fee. Please note we do not refund original shipping cost. All made-to-order, final sale and swatch items are non-returnable, non-refundable, and non-exchangeable.  Online merchandise cannot be returned to our stores. If your item does not meet the above criteria or is received in a damaged condition, we will need to ship it back to you and you will not be issued a refund.

How do I make my return?

Click on the online returns link and follow the prompts for your order number and shipping zip code. You will be able to choose the items you’d like to return and print out the label yourself. Please place your item(s) in the original packaging and drop the box off at your nearest FedEx. Please note that if you schedule a Fedex pickup to your home, you will be charged an additional $5 fee for this service.

Credits are processed upon confirmation and inspection of the return. You will receive an e-mail notification confirming your return has been processed.

Please reach out to [email protected] for additional assistance!

When will my return credit appear on my account?

Returns can take between 7-10 business days to process at our warehouse once received. Credits can take 7-10 business days from the time we process your item(s).

Can I make an exchange?

At the moment our system does not allow us to make a true exchange, but we would be happy to give you an alternative work around option so we ensure you get the dress that you need. Please email [email protected] with your name, order number, and a list of items you wish to exchange to start the process.

I was shipped the wrong item or my item was damaged.

We are sorry about that! If you feel that you have received the wrong, defective, or damaged items, please contact customer service at [email protected] within 72 hours of receiving the product.

What methods of payment do you accept?

We accept: Visa, MasterCard and American Express. You may see a pre-authorization for your order amount, and this will go away once the purchase is processed on your card. Items are charged to your credit card when they ship. Please note that we will not ship your order until we receive payment from you.

Can I pay with an international credit card but ship within the United States?

Not at the moment. Stay tuned – we are working on this!

Do I have to pay sales tax?

We are required to assess taxes on any items shipped from a state in which Jenny Yoo Collection has a physical presence; that includes our stores, offices, storage, and fulfillment centers.

If you are shipping within: Chicago-9.25% New York State-4% plus any local tax rate imposed by a city, county, or school district. Please note that depending where in the State the dresses are shipped, local/county tax will apply.

How is shipping calculated?

You will see your total shipping fee calculated in your Shopping Bag upon check-out. We offer a flat rate of $9.95 for all domestic shipments via Fedex Home Delivery. For Express Shipping, additional charges apply. Please note, Express Shipping costs are calculated as an order total, not charged per individual item.

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the checkout page where you can choose your preferred shipping method. Items that are in stock and will ship from our warehouse within 1-3 business days. You will receive a shipment confirmation when your order has shipped and tracking information will be sent within 24 hours of shipment.

Please note that in order to guarantee an overnight or rushed delivery, your order must be placed by 1 pm EST on a business day.  Otherwise, it will be shipped out on the next business day.

Where do you ship to?

We ship within the United States including Alaska and Hawaii, but excluding U.S. territories. We do not ship to Post Office Boxes, APO or FPO addresses.

Do you ship internationally?

Jennyyoo.com does not ship internationally – yet! Luckily, Jenny Yoo is carried in stores all over the world. Please go to our Find a Retailer page to find a retailer in your country.

What is a Wishlist?

Wishlist allows you to “heart” your favorite styles for easy checkout later. Use this as a way to remember what items you like!

Can I share my Wishlist?

Yes! Access your Wishlist by clicking the heart on the top right of our site. Click the share link on the top right of your wishlist. Share with your friends or family via direct link, email, or SMS.

What is a Style Board?

You can consider your Style Board a fun planning tool and personal showroom! Create a Style Board to organize your favorite dresses and see your bridal party vision come to life. Style Boards allow you to visualize your dream mix and match by comparing colors and styles side by side.

Add dresses by clicking the hanger or Style Board icon on each dress page. Create as many boards as you like and click the hanger icon at the top right of our site to view, share, or add more dress options.

Can I share my Style Board?

Yes! Access your Style Board by clicking the hanger icon at the top right of our site. Select a board and follow the share link on the top right of your board. Share this board with your friends, family, and bridal stylist via direct link, email, and SMS.

I need styling advice!

You’ve come to the right place! Email us at [email protected]. We would love to discuss your vision and help you find the perfect dress for your occasion!  

Still have questions?

Please reach out to [email protected] and we will get back to you within 24-48 hours. Please note that our business hours are Monday-Friday, 9 am – 6 pm EST.