Frequently Asked Questions

ORDERING

1. Why make-to-order?

The fashion industry has come under fire recently for fast fashion that is loading the planet up with unnecessary amounts of clothing. At Lelasilk, we embrace a make-to-order model to minimize waste and offer flexible, personalized garments. Each piece is crafted with care by our skilled local seamstresses, ensuring quality that lasts while supporting ethical labor practices. We believe in creating fashion that uplifts both people and the planet.

2. When can I expect to hear from you back?

We are based in Hanoi, Vietnam GMT+7, and we work from 8 a.m. to 5 p.m., Monday through Friday.

Your emails are our priority, so rest assured that we will reply to you as soon as possible during our working time.

3. How can I pay?

We accept all kinds of payment.

4. How to choose the right size?

Please choose your size carefully as we provided a very detailed sizing guide. We may not be able to check the notes and will mainly focus on the size you choose on your order.

For your convenience, each product description includes detailed information about the garment's fit and available sizes. If you need help, we’re always happy to assist—feel free to reach out to us at lelasilkcom@gmail.com.

Small Tip: Choose the size that fits your bust best!

5. Can I make changes to my order after it has been placed?

Yes. Changes can be made within 24 hours after submitting the order.

6. Can I add an item to my order?

Unfortunately, we're unable to add items to an existing order. Please place a new order for any additional items.

7. Can you rush my order?

We’d love to get your order to you as soon as possible, but it depends on availability. Please contact us with your deadline, and we’ll do our best to assist.

8. What is the lead time?

The production time is 4-6 weeks not including delivery.

9. Can you customize a garment?

Yes, we’re happy to make adjustments! For custom requests, there’s an additional charge of 30-50% of the item cost, depending on the complexity. Just reach out to us at lelasilkcom@gmail.com for more details, and we’ll be glad to assist!

10. Do you make custom sizes?

If needed, we can adjust a garment to be one size smaller or larger than listed, but please note that the item will be non-refundable. Feel free to send us your body measurements along with the design you like, and we’ll take it from there!

11. Do you offer discounts?

Unfortunately, we can’t offer any discounts at the moment. Since we cut and sew everything by hand, maintaining our pricing allows us to ensure fair pay for our workers. To stay updated on future discounts, please subscribe to our website, and we’ll let you know when a sale is happening!

12. Will I have to pay any customs taxes?

Customs or import taxes may apply in some countries. Unfortunately, we have no control over these taxes, thus we are not responsible for them. For more information on when taxes might be applied, please consult your customs authorities or other reliable sources.

SHIPPING AND TRACKING

1. When my order is going to be dispatched?

We typically need about 2-4 weeks to complete an order. Once your clothes are made, washed, and packed, we’ll dispatch your order. You’ll receive a shipping notification with a tracking number sent to the email you provided during registration on our website.

2. Do you ship worldwide?

Yes, we do!

3. What carrier services do you use?

We use DHLe, Royal Mail, USPS and UPS.

4. When can I expect to receive my order?

We typically need about 2-4 weeks to complete an order. Free postal shipping usually takes about 1-3 weeks, while express shipping takes 3-7 business days. Both options are available at checkout. If you'd like to change your shipping method, please let us know!

5. Can I update the shipping address on my order?

Yes, we can update the shipping address before the order is dispatched. However, once the package is in transit, we won’t be able to make any changes. Just let us know if you need to update your address, the sooner the better.

6. Can I track my order?

Yes, you can definitely track your order! Each package we dispatch comes with a tracking number, which will be sent to your email once your order is fulfilled and dispatched from our studio. This way, you can easily monitor its journey!

RETURNS & EXCHANGES

1. Do you offer refunds?

Yes, we do offer refunds for items in their standard cut and original condition. Please note that the express shipping fee is non-refundable.

Excluded items (for change-of-mind returns): 

✘ Sale items

✘ Custom requests

To be eligible for a refund, your products must meet the following criteria:

• Items must be in their original size and length (no customizations).
• Items must be in original condition (not used, washed, or damaged).
• Items must be mailed back within 5 days of delivery.

The buyer is responsible for return shipping costs and a restocking fee of 20%-30%.

2. How can I return the garment I just received?

Please reach out to our customer support team at lelasilkcom@gmail.com for return instructions. Items deemed unsatisfactory can only be sent back once your return request has been registered by our team.

3. Do I have to pay for return shipping?

Please note that we are not responsible for the return shipping costs of the items.

4. When will I receive my refund?

A refund is only possible if the return procedure is followed correctly. First, the return must be registered with our team. Second, the unwanted item needs to arrive at our return center. If these requirements are met, your refund will be processed within 7 days.

5. Do you offer exchanges?