Home >> Customer Service FAQ

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Product Information                                                                                  

1. What types of products do you specialize in?
We specialize in providing exotic Chinese style 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 can also tailor make to your own measurements and design.

2. How do I choose the right size?
Simply click Size Chart, where you will find detailed body measurements of standard US sizes and equivalent 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 and tops, we offer sizes from 32 up to 42(UK size 8 - 18). The rest of the dresses are all tailor made. So size is not a problem at all.

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

5. The maintenance of clothes and fabrics
 

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

Dry Clean. Or gently hand wash with soft detergent in 30 degree water. Do not tumble dry.

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Payment Information                                                                

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

1) Pay over the phone or send us a mail

Phone: +44-(0)7868740163

Mail to: Mrs Avenell, 57 Mackie Road, Filton, Bristol, BS34 7LZ, UK

2) Online Payment through 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.

*cookies are required to view the page.

2. 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.

*Important: We need to receive your payment within 48 hours of you placing your order otherwise we will cancel the order. This is to allow your reserved stock to be made available for other customers' purchase.

3. How to pay by Check, Postal/Money Order?
Simply send your check or Postal/Money Order for the correct amount along with your order details to the following address and made payable to BLUE RIVER LILY:

57 Mackie Road

Filton
Bristol
BS34 7LZ

UK
*Important: we need to receive your payment within 1 WEEK of you placing your order otherwise we will cancel your order. This is to allow your reserved stock to be made available to other customers’ purchase.

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

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Shipping Information                                                    

1. What are the shipping methods?
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 £4.95. If you want Special Delivery for domestic shipping or International Signed-For service for international shipping, 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 1-2 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.

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Return Policy                                                                                    
Here at Blue River Lily, we recognize that Internet shopping is not the same as shopping on the high street, therefore, for our customers’ peace of mind, we offer a refund and exchange policy.

1. How do I exchange an item?
To arrange for an exchange, please contact our staff at customer-service@blueriverlily.com first. You will be given correct instructions concerning your particular order. Please make sure to use recorded or special delivery to post the item back.

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 £32. (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 £32. 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 manufacturing defect for tailor made dress, we will mend it or remake it for free. Please contact customer-service@blueriverlily.com for further advice.



3. What is your address for returns or exchanges?

Mrs. Avenell
57 Mackie Road

Filton
Bristol
BS34 7LZ

UK

VERY IMPORTANT! - Please print out and fill in the <<Return Form>> and include it within your return parcel, if you choose to return the package to us.

*IMPORTANT! - When you ship the return item, please declare the package value less. This will speed the refund procedure.

4. 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 they pay the additional shipping fee for us to send it back. Thus, we suggest you make careful selections before you finalize your order. Please refer to the appropriate size chart information when ordering clothes. Our size charts follow US standards. (though a UK conversion is also given)

5. Can I get a refund?
You are eligible for a refund claim within 7 working days from the date you received your order of a Ready Made dress, provided it is send back to us in its original condition. For refunds, we will issue you an immediate refund of the value of your returned goods minus £5 or 10% of the full price (whichever is greater) as re-stocking fee. Please note that P&P 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 and the payment of postage for shipping it back to you. 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.
                                                                        

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Security

1. What about security and privacy matters?
We respect the privacy of our customers and contacts, those who answer our surveys, and those who fill out our questionnaires. It is our policy:

• 1. Third party use. We do not sell, rent, or loan our subscriber or customer lists to third parties for e-mail marketing. While we sell advertising in our e-mail publications to other companies, we never allow third parties any other use of these subscriber lists.
• 2. Cookies. We only use cookies to identify shoppers with their shopping carts We do NOT collect or use information from cookies to develop a profile about our visitors or shoppers.
• 3. Security. We make sure to select renown online payment provider, who have the facility to store your private information. Both Paypal and Worldpay have anti-fraud facilities.

If you have any concerns or questions about our privacy policy or information collected on our sites, please contact us at customer-service@blueriverlily.com

Technical Support/Browsing Report                                        

1. I am having trouble ordering. What's wrong?

Our website requires that your browser to accept cookies. In the Tools section of your browser, please make sure that you have activated this option.

2. Why isn't my browser working?

Our server uses secure encryption. This requires an SSL compliant browser like Netscape Navigator 3.02 or later, or Microsoft Internet Explorer 3.02 or later.

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Chinese Dresses, Qi Pao, Cheongsam, for evening wear, prom, parties or wedding outfits we offer ready and tailor made dresses. See our classic cheongsam and designer range for the latest styles in high quality silk and silk brocade. You will find we offer a range of dresses and gowns suitable for every occasion.