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Account

Why should I Register?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

It also means you can save relavant details should you want to order from us again.

How do I create an account?

Creating a Clements and Porter account means that you can easily shop with www.clementsandporter.com. To create yours now simply click here and follow the new customer instructions to create your account.

If you want to know more, just get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email

I've forgotten my password.

If you've forgotten your password we'll need to reset it for you. Simply follow the Forgotten Password instructions, or click here to change it. For security reasons, we cannot send you your password via email.

Once you have made a request to create a new password you should allow up to 30 minutes to receive this via email. Please only request once, multiple requests may result in your account being locked. You will then be able to set a new password. If your new password does not work please just get in touch with us and we'll be happy to help.

You can get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter.

If you do sign up, you can ask to be taken off our mailing list at any time.

Ordering

How can I find items I want?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for?

Or alternatively use the links accross the top and down the side of each page. 

I've received my order but an item is missing.

Please submit a request using the form at the bottom of the page, labeled "Click here for help". Please provide details of your order and will investigate this matter.

This doesn't happen very often, but if it has happened to you we will do everything in our power to identify whats gone wrong and to get your item to you.

You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email.

What do I do if there is a problem with my order?

We're here to help in any way we can. Please submit your request using the form at the bottom of the page, labeled "Click here for help" and we'll get back to you shortly.

You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email

How far in advance should I order my dress?

Timing is important when ordering the perfect dress, and we take that as seriously as you do. 
We advise ordering a minimum of 8 weeks before you need to wear the dress (if ordering a wedding dress) and a minimum of 6 weeks before you need to wear your wedding party dress or special occasion dress.

Why so long? We make dresses to order from scratch so they may take longer to arrive than you 're used to with other online sellers. The tailoring period for wedding dresses is 17-22 business days and for special occasion dresses and wedding party dresses it takes 13-15+ business days. There is also an additional 3-8 business days shipping period (exact shipping times depend on the carrier and shipping method chosen at checkout).

The best way to ensure a stress-free shopping experience is to allow plenty of time for our tailoring and shipping periods, plus additional time to try on the dress and make any necessary alterations once it arrives .

Payment

Do I need a Paypal account to purchase?

No, you don't require a Paypal account. 

We accept most major credit and debit cards, including: Visa, Mastercard, Maestro, American Express, Boletol as well as regular Paypal account payments.

We do use Paypal to process all payments, meaning your payment for your order is processed securely by PayPal. Here are some of the ways that PayPal keeps your information secure:

  • Paypal use industry-leading encryption and fraud prevention tools.
     
  • Paypal don't share your financial information with the merchant, i.e. At Clements and Porter we don't process your financial information and do not store your financial information on our servers.
     
  • Paypal send you a confirmation email when you make a payment.

It is optional to sign up for a Paypal account. If you don't have a Paypal account and you don't want to set one up just click on the link on the Paypal page to Pay with a debit or credit card.

If you want to know more, please get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email

Can I pay with any currency?

We only support a certain number of purchase currencies. Currency options differ by country and payment method. However, you can choose to view Clements and Porter's products in many currencies. By default the currency will show based on the country from which you are accessing the site. In addition the currency in which you will be charged is listed before you make your purchase, after you select a country and a payment method.

If you pay in a currency that’s different from the denominated currency of your payment method, your payment company (for example, your credit or bank card issuer) or third-party payment processor may apply a currency conversion rate or fees to your payment. Please contact your provider for information on what rates and fees may apply, as these are not controlled by or known to Clements and Porter.

If you want to know more, please get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email

What are my payment options?

Clements and Porter support several payment methods and currencies—your available options will clearly display in the checkout process. If a payment option does not appear on the payment page, it means the payment option is not currently available and cannot be used.

We currently accept:

  • PayPal
  • Major credit cards and pre-paid credit cards: American Express, Visa, Maestro, MasterCard
  • Many debit cards that can be processed as credit

We use Paypal to process all payments but you do not have to have a Paypal account to make a payment. 
You'll see all of the payment methods available to you on the order confirmation page. Click Proceeed to payment and select your payment method. Here you can review all payment details, including the currency in which you'd be charged, before submitting your payment infomation. If you don’t want to make a purchase from this page, simply click your browser's back button or close the browser window.

The prices shown on our website include Sales Tax (VAT or similar sales tax) at the prevailing rate for which we are responsible as the seller. The amount you pay will be the price indicated plus any delivery charges. 

Please note that the recipient of any products may also have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs authorities. The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company. Customers outside Hong Kong will be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check latest applicable local requirements before placing an order.

If you want to know more, please get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email

Fit and Size

Size Chart

Since we're an international company, our clothing may run larger or smaller than the size you usually wear. The size charts below show the measurements for all our standard clothing. Be sure to compare your measurements to these charts in order to ensure your dress fits.

How do I make sure I am ordering the right size?

When ordering a dress for your special occasion online, you're right to pay close attention to getting the size right! Since we're an international company, our clothing may run larger or smaller than the standard sizes you're used to.

Checking the actual measurements in our size chart and comparing them to your own measurements before placing your order is the best way to avoid size errors.

If you're ordering a custom-sized dress, it's especially important to get your measurements exactly right. Getting professionally measured is the most reliable way to ensure the final product reaches you perfectly sized. Be sure to check out our measuring guide. 

If your size fluctuates or you want to modify the dress slightly, we always leave a few inches in the seams so that your local seamstress or tailor can make alterations.

If you have any other questions about ordering the right size, don't hesitate to get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email

How do you measure length for mini, knee-length, and tea-length skirts?

We use the hollow to the floor measurement to determine where the knee is and then cut the correct length according to the dress design.

Can I order a dress in a different length?

Each dress is carefully tailored to match exactly what you see in the photos, and unfortunately we are unable to modify the style, length or material in any way.

If you haven't found exactly what you're looking for yet, the 'Narrow By' search function on the left-hand side of each dress category's main page can help you find the perfect combination.

What kind of zipper could my dress have?

We use 2 types of zippers, invisible and visible. Each zipper is of high quality and chosen with the overall dress design in mind. Invisible zippers are hidden inside a seam and use a discrete pull tab in order to blend in with the lines of the dress. Visible zippers are wider but hidden behind a tab of fabric. They are reinforced at the top with a metal hook that clasps through either a metal or fabric ring.

Will my dress exactly match the color I see on your website?

Yes, almost exaclty but there might be a slight difference between the actual dress's color and what you see in the photo depending on your computer monitor's display settings.
If you are concerned over the colour you are welcome to request a free material sample. 

Do you have photos of other customers wearing the dress?

We only have photos of our models wearing the dress, but sometimes customers post photos of themselves on our social media channels.

Start a conversation with them on: 

Facebook
Twitter
Pinterest
You can also take a look at what people are saying within the review section of every product page. Our reviews are handled by Yotpo, who ensure you can trust out reviews.

You asked and we listened so we've also created a Photo Album on Facebook for photos from users who have posted their own pictures to our Facebook Channel.

Can I alter my dress if I receive it and it doesn't fit?

Of course you can! We always leave a few inches in the seams so that your local seamstress or tailor can make alterations.

Please keep in mind that flower detailing, beading or belts/ribbons may limit the ability to let a dress out or to bring it in.

Materials

Our Materials

At Clements & Porter, our dressmakers work with only the highest quality materials and fabrics. They are beautiful to the eye, shine in the light, and are smooth and comfortable to the touch. Our fabrics include the finest:

  • Satin
  • Chiffon
  • Taffeta
  • Organza
  • Matte Satin
  • Elastic Woven Satin, and
  • Silk-like-Satin.

Can I order a dress in a different style or fabric?

Each dress is carefully tailored to match exactly what you see in the photos, and unfortunately we are unable to modify the style, or material in any way.

If you haven't found exactly what you're looking for yet, the 'Narrow By' search function on the left-hand side of each dress category's main page can help you find the perfect combination.

How can I be sure what the fabric will look like in person?

Our Color Chart and photos should give you a very good idea what the dress, color, and fabric will look like. If you'd like to be even more confident, try ordering samples from us, just keep in mind the extra weeks needed to receive your fabric samples when timing your order.

What kind of fabric do you use on the dresses?

Each dress is made of one or a combination of the following beautiful, high-quality fabrics:

Chiffon: A delicate, sheer, and transparent material made from silk or rayon; its soft finish is often layered because of its transparency making it popular for over-skirts, sheer sleeves, and wraps.
Organza: Crisp and sheer like chiffon, but with a stiffer texture, reminiscent of tulle but more flowing; popular for skirts, sleeves, backs, and overlays.
Satin: Heavy and smooth with a high sheen on the front; very commonly used for bridal gowns.
Silk-Like Satin: A smooth, silk texture like fabric with a glossy front and matte back.
Matte Satin: Soft, with a subtle shine, and a smooth surface; similar to silk-like satin but less prone to wrinkles.
Taffeta: A crisp, smooth high-end fabric with a slight rib.
Tulle: Netting made of silk, nylon, or rayon that is used primarily for skirts and veils (think ballerina tutus).

Delivery

I've not received my item(s)?

Should you have any questions about the progress of your package, if your order has not arrived within your expected time, or if you’re not satisfied with the information you’ve been provided, please just get in touch with us and we'll be happy to help.

Can I specify a specific time of day for my delivery.

We know that this would be awessome but unfortunately we are unable to specify a specific time of day for a delivery. We'd love to be able to offer this feature for our deliveries afforadably and will work with our courier services to understand if this can ever become a reality. If you've any ideas in this area we'd love to hear from you, just get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email.

Promotions and Discounts

My promotional code doesn't work.

Please check that the code/link you are using is still valid and not out of date.

If you want to know more, just get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email. 

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

If you want to know more, just get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email. 

Social Media

I want to engage with Clements & Porter on Social media.

We’re flattered! Start a conversation with us on: 
C&P on Facebook

C&P on Twitter

C&P on Pinterest

C&P on Instagram

If you want to know more, please get in touch using the form at the bottom of the page, labeled "Click here for help". You can also reach out to our customer support team on Twitter by mentioning @clementsporter or by creating a post on our Facebook page. If none of these options are appealing you can always get in touch by email