eCommerce FAQs

How do online orders work?

We ask that you review your order carefully prior to submission. Once an order is placed, we are unable to make changes, including updating your shipping address and upgrading your shipping method. Upon completion of your order, we will send a confirmation to the email address you provided during checkout.

What is the status of my order?

You can check the status of your order at any time by logging into your account and selecting Order History.  You may also call 646-633-4300, press 8 for customer service from 10am – 6pm Monday through Friday or email us at 

What forms of payment do you offer?

We accept the following methods of payment: Visa, MasterCard, American Express, and Discover.  Your credit card will be billed by Kleinfeld Bridal, and your credit card statement will read as KBC Online.  If your payment method was declined, it may have been unsuccessful due to incorrect information, card expiration, or insufficient funds. You can choose a new method of payment and contact your bank or the credit card company if you continue to experience difficulties placing your order.

I have a question about my order.

Please contact us at +1 (646) 633-4300 press 2 for customer service from 10am – 6pm and we will gladly assist you with any questions relating to your order. To expedite your request please have ready:

Your Name

Your Order Number

The items in your order

I have issues with my order.

For defective, damaged or mis-shipped items (item shipped was not item ordered), please contact +1 (646) 633-4300 press 8 for customer service from 10am – 6pm EST.

Do you collect sales tax?

We are required to collect sales tax in all US states.  Sales tax is calculated during the checkout process and is based on your shipping address based on existing local, state, and federal laws. Taxes will be specified in checkout prior to submitting your order.

What is your shipping policy?

Shipping is complimentary on all orders in the US, and all orders ship in 5-7  business days.  For your tracking number, please contact us at +1 (646) 633-4300 press 8 for customer service from 10am – 6pm.

Should your order include multiple items, they may arrive in separate packages and at different times based on availability.

Our U.S. website ships throughout the continental U.S. At this current time, we are unable to ship to Alaska, Hawaii and Puerto Rico. We do not ship to U.S. territories, PO boxes, or APO/FPO addresses. We do not ship internationally.

Where is my order?

You will receive an email notification confirming shipment (be sure to check your spam folder).  

Standard shipping orders can take up to 48 hours to process.  We do not ship on Saturdays, Sundays and/or nationally observed US holidays. 

Once your order has shipped, you will receive a Shipment Confirmation email with a tracking number. Orders may be split across multiple shipments, and items ordered together may not be shipped out on the same day.

Should your order include multiple items, they may arrive in separate packages and at different times based on availability.

I want to return my order.

If you are not satisfied with your purchase, you may return it. Your return must be initiated within 7 business days of receipt of the product. Original packaging required. 

All returns must be processed by calling 646-633-4300.  You cannot return or exchange your item in-store at any of the Kleinfeld retail locations.  MUST CALL US TO INITIATE A RETURN.  You must pay for the shipping to return the item. 

How does ordering a veil work?

If you are unsure of the proper color choice, make sure to order swatches prior to placing your order to see what color matches your dress best. Swatches cost $5, include two color options, and shipping is free.  Swatches cannot be returned.  Click here to view swatches for purchase.  

California Proposition 65

Some of our products may be made of materials containing chemicals identified on the California Prop 65 list of chemicals. In accordance with Proposition 65, we issue the following warning to our California customers: these products contain one or more chemicals known to the state of California to cause cancer and birth defects or other reproductive harm.

Where are your products designed?

Our ecommerce vendors are proud to design and produce all items in the United States. 

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