FAQs

Placing Your Order

1: How do I apply a promo code during checkout?
Simply enter your code in the "Discount Code" field at checkout. If you have store credit, it will automatically appear as a payment option.

2: Can I make changes to my order after it's been placed?
To ensure efficient processing, we're unable to modify orders once they're submitted. You're welcome to place a new order for any additional items.

3: What's the difference between in-stock and pre-order items?
In-stock items are ready to ship within our standard processing time. Pre-order items are made-to-order and require additional production time, which will be clearly stated on the product page.

Shipping Information

4: Which shipping carriers do you use?
We partner with leading global carriers including UPS, DHL, and EMS to ensure reliable delivery. The available options will be shown at checkout based on your location.

5: How long will my order take to process before shipping?
Please allow 3-5 business days for order processing. You'll receive a tracking number via email once your package ships.

6: What's your free shipping policy?
We're happy to offer free standard shipping on all orders over $99. For orders under this amount, a flat-rate shipping fee of $19.90 applies.

7: Can I upgrade to faster shipping?
Yes! Expedited shipping options are available at checkout. For specific delivery timeframes and pricing, please contact our customer service team.

8: What if I need to change my shipping address?
We can update your shipping address if requested before your order ships. For PayPal orders, we must ship to your verified PayPal address for security reasons.

Sizing Guide
9: How do your sizes compare to US sizing?
Our pieces follow Asian sizing standards, which typically run smaller than US sizes. We strongly recommend checking our detailed size chart for each item before ordering.

10: What if I'm between sizes?
We suggest sizing up if you're between measurements, especially for fitted garments. Our customer service team can provide specific sizing advice if you share your measurements.

 Returns & Quality
11: What's your return policy?
We accept returns and exchanges within 14 days of delivery. Items must be unworn, unwashed, and in original condition with tags attached. Customized items cannot be returned.

12: Do you quality check items before shipping?
Absolutely. Every item undergoes thorough inspection before shipping to ensure it meets our quality standards and matches your order details.

13: What should I do if I receive a damaged or incorrect item?
Please contact us within 7 days of delivery with clear photos of the issue. We'll quickly arrange a solution, whether it's a replacement, exchange, or refund.

 After Your Order
14: How do I track my order?
Once your order ships, you'll receive a confirmation email with your tracking number and a link to monitor your package's journey.

15: My tracking hasn't updated in a while - is this normal?
Carrier systems sometimes experience delays in updating tracking information. If you don't see any movement after 7 business days, please contact us so we can investigate.

16: What if my package is lost in transit?
While rare, if your package shows no tracking updates for an extended period, we'll work with the carrier to locate it or arrange a replacement.

Customer Care
17: What's the best way to contact customer service?
We're here to help! Reach us through:

  • Office Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT-8)

18: How soon can I expect a response?
We typically reply to emails within 24 hours on weekdays and 48 hours on weekends. For urgent matters, calling during business hours is recommended.

19: Do you offer style advice or outfit suggestions?
We'd love to help you create the perfect Lolita coordinate! Feel free to contact us with your style preferences, and our fashion consultants will be happy to assist.

20: Can I request a special order or custom design?
We occasionally accommodate special requests through our partner brands. Please contact us with your ideas, and we'll let you know what's possible!

  • Email: info@verseatelier.com

  • Phone: +86 18228639889

  • Address: Room 622, Building 3 Fengshou Times Center Shangcheng District Hangzhou City Zhejiang Province