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Customer Service FAQ

Welcome to the Customer Service at Blue River Lily! Committing to provide high quality products and service to meet customer satisfaction is our mission. We wish the following information will address to all your questions about our products and services. However, if you do have any further queries, please feel free to contact us at customer-service@blueriverlily.com, we try to respond within 24 hours.

Product                                                                               

1. What types of products do you specialize in?
We specialize in stylish and exotic Chinese fashion for men, women and children, who enjoy high quality fabrics, fashionable designs and love to stand out from the crowd. All our products are carefully selected from hundreds of suppliers located in the hometown of silk:  China. We are not only providing beautiful ready-made clothing, but also high quality tailoring unique to your body shape at an affordable price.

2. How to choose the right size?
Simply click Size Chart, where you will find detailed body measurements of standard US sizes and UK sizes. Please note that they are NOT clothes sizes. The actual garment provides generous fit for your body. If your body measurements happen to fall between two sizes, we recommend you to go for the bigger size.

3. Do you offer larger sizes?
For classic evening dresses, tops and jackets, we offer sizes from size 8 - 16 (UK size) . We also offering tailor made service.

4. How can I get dress tailor made to my unique measurements?
Please read Tailor Made Service and Measurement Instructions. If you have any questions, just drop us an email.

5. Maintenance of garments

Iron on reverse with low-medium heat setting, always testing on less obvious area first.

Dry Clean is a must for all custom made garments. We also recommend you to dry clean off the peg garments. However, if you are confident of handling fabrics, you can hand wash garment with soft or neutral detergent in 30 degree water. Please do not wring. Do not tumble dry.

Payment                                                               

1. How to pay by credit card?
We accept Visa, MasterCard, American Express, Diner's Club, JCB, Delta, Maestro and Solo.

1) Pay over the phone

Please email joyce@blueriverlily.com for advice.

2) Online Payment through RBS WorldPay

Follow the online ordering procedure until it takes you to a secure payment page where you can see WorldPay Logo. Simply click it and pay online. You will receive a receipt from Worldpay if the payment is successful.

*If you use computer in a work place, you may find the payment page has been blocked.

2. Why my card has been charged before I receive my purchase?

After you finalising the payment with RBS WorldPay, your card will be charged immediately. WorldPay runs through security checks on behalf of merchants. But your payment will not be credited to the merchant until a few weeks afterwards. This offers customers peace of mind.

3. How to pay by Paypal?
For Paypal users who are already registered, simply login to your account and send the correct amount of payment including P&P to orders@blueriverlily.com . If your Paypal account is already sufficiently funded your order will be processed immediately.


4. How to pay by Cheque, Postal/Money Order?
Please contact  customer-service@blueriverlily.com for further details.

5. What are the exchange rates?
At the moment, all our products online are priced in British pound sterling. The exchange rate between all major currencies can be found from the Currency Converter. 

Shipping                                                 

1. What are the shipping methods and cost?
Blue River Lily usually delivers products through British Royal Mail. For customers within UK, we will send your order by first/second class recorded mail service. For global customers, we are offering Royal Mail Air Mail. The standard charge is only £3.95. If you want Special Delivery for shipping within the UK, please add this service into your shopping trolley. You may find this item in Sale section. For International Signed-For service, please contact customer-service@blueriverlily.com and pay the additional fee.

Sometimes, to meet the delivery target, your item may be sent directly from the tailor by international courier service. Please make sure to check the status of the packaging upon delivery. If there is damage, please refuse the parcel and contact customer-service@blueriverlily.com immediately.

2. How soon I can get my order?
If the item you ordered is in stock, it will take us 2-3 days to process and another 1-5 working days to arrive, depending on where you are living. If we don’t have the item in stock, it will take 10-14 days for you to receive the item.

For tailor made dresses, it usually take about 3-4 weeks to make and deliver. However, if you need the garment urgently, we may be able to arrange an express service with additional charge of £20 for processing your order quickly and the use of an international express courier. Please contact us first, if you require this express tailor made service.

Return Policy & Exchange                                                                                  

1. How do I exchange an item?
To arrange for an exchange, please contact us at customer-service@blueriverlily.com first. You will be given guidance of exchange procedure and availability. Please make sure to use recorded or special delivery to post the item back to us.

2. What if my package is damaged, lost or has a manufacturing defect?
We send all items in secure packaging via Royal Mail. It is very rare that  items get damaged or lost in post. However, to avoid disappointment, we would suggest you to pay for Special Delivery or International Signed-For for item over £39. (See Shipping Information).

If you are worried that the item is lost, please contact us first. We will try our best to solve the problem as quickly as we can. But we appreciate your patience as Royal Mail investigation does take quite long time.

For customers using first/second class or airmail  post, the compensation limit is £39. Blue River Lily CANNOT be held accountable for loss of packages caused by local postal systems in foreign countries.

If there is manufacturing defect for ready made dress, we will exchange it for you. If there is tailoring mistake for custom made dress, we will mend it or remake it for free. Custom made items are not refundable because garments are unique and not resalable. Please contact customer-service@blueriverlily.com for further advice.

3. Who pays for shipping of the exchange or return items back to Blue River Lily?
Usually it is the customer’s responsibility for shipping their items back to us and we will send out again for free.

5. Can I get a refund?
You are eligible for a refund claim within 7 working days from the date you receive your order of a Ready Made dress, provided it is send back to us in its original condition. Please note that P&P fee is not refundable.

We are sorry that we do not offer refund for tailor made garments. However if it is our mistake in delivering wrong fitting garments, we will alter it for free. Please return it to us in its original condition by special delivery. To avoid this, please make sure to provide us accurate measurements. See the Measurement Instructions.

We will issue a store credit equivalent to the value of the returned discounted items.                                                                 

Data Protection

We do not share our customer information with any organisation or private party. If you have any concerns or questions regarding data protection, please contact us at customer-service@blueriverlily.com

Technical Difficulties                                

If you have trouble open the website or placing an order, please contact us customer-service@blueriverlily.com

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