Frequently Asked Questions

Ordering
How do I order?

AT AN AUTHORIZED RETAILER or POP-IN EVENT:
Watters designs and produces gowns and dresses, which are then sold through authorized retailers worldwide. As the designer, our dresses and gowns are sold through our retailers. We strongly recommend you purchase from an authorized Watters retailer to get the highest level of personal and professional service, and to ensure you receive an authentic dress. Typically the retailer takes your measurements and places your order, so you will receive a pristine, never-worn garment made expressly for you. Find a store or Pop-in event near you.

ONLINE:
Select Wtoo bridamaids and By Watters exclusive styles are available online in select sizes. Browse the selection.

What does "Special Order", "In Store Only", or "Made-to-Order" mean?

To place a “special order” means to place an order for a gown that is made-to-order for you in the size that best fits your measurements. With special orders, you often have the option for varied color selections, length and multiple size options. Special made-to-order products are not exchangeable or returnable. Please allow 8-10 weeks for special order items.

Can I order a "Special Order" dress online?

At this time, Special Order items can only be ordered at one of our authorized retailers.

How long will it take to order my dress?

• Special Order – Special Order Dresses generally ship within 10-12 weeks.

• Rush Order- Rush delivery is available on most styles, for an additional fee, unless noted. Rush order dresses generally ship within 7-9 weeks.

• In stock – In stock Dresses generally ship within 2-3 business days.

Do you take phone orders?

At this time, all online orders must be placed through the computer. All special orders must be placed with an authorized retailer

Can I shop your brands online?
Watters products are only available through an authorized retailer as well as select styles available directly on Watters.com. While you may see our brands advertised for sale on other sites, we cannot vouch for their quality or authenticity unless they are sold through authorized retailers. Please see our Buy Real page to learn about the risks of buying from an unauthorized dealer.
Why was my order cancelled?
If the color, size or quantity were not available, your order may have been cancelled. Please check your order under “Account/Order History”.
I am getting married pretty quickly, is it too late to order a dress?

Our Shop Online collection offers selected dresses with immediate delivery as well as other styles that are on their way to our warehouse.

If you don't find your dress in our Shop Online section, your local authorized retailer can help you identify gowns available for immediate delivery, gowns coming in soon and select styles available for made-to-order rush delivery. Please note there may be an additional charge for rush orders.

How do I check the status of my order?

Click on "account" at the top right of our page, then choose "Order History" to review your online order status.

I saw a dress at BHLDN, but they don’t have my size, can I order the dress directly through you?

If the dress on BHLDN is an exclusive style, it is only available through them. If it is not, then you are able to purchase the dress through one of our authorized retailers.

Pricing & Payment
Why is there a price range listed instead of an actual price?

On this site, products are shown with a price range according to the manufacturer-suggested retail price. Prices may vary depending on the customizations you choose from. Example, some gowns are available beaded and unbeaded, with dramatic train extensions and more. Your authorized retailer will be able to give you an accurate price given your personal specifications for the gown.

What payment methods do you accept?

We accept Visa, Mastercard, American Express and Discovery for online purchases.

Do you charge sales tax?

Yes, we are required to collect sales tax.

Why won’t my payment go through?

Please review the information that has been entered, including, expiration date, security code, and billing address. If problem continues, you may need to contact the issuing bank of the card.

Locating a Style
How do I find a store that carries your gowns and how will I know if they have the styles I want to see?

To find an authorized store near you, use our Retail Locator. To see if a store near you carries the styles you're interested in, use the "Find a Store" feature on the style product page, or contact one of our Flagship Retailers that carry the largest selection of our products.

What if none of the stores in my area carry the style I really want to try on?

Check our Pop-In Event schedule! If there’s a Pop-In Event coming to your area, we’ll do our best to bring the style to you, at the retailer’s request. As a final option, ask your retailer to show you another Watters style with the same silhouette and neckline; then they can place your order.

What is a Pop-In Event?

It’s a fun multi-day event where our retailers host our collections with the latest styles as well as our well loved favorites. Members of our stylist team may be on hand to share their expertise, assist you in making your selection and get to know you better.

Sizing & Fit
How do I find out what size a particular style is available in?

We carefully proportion our dresses to be flattering at every available size. Most Watters are available in sizes 00-24W. Wtoo in 00-32W. Willowby in 00-15 with select styles available in 00-24W. By Watters in 0-14 with select styles available up to 18W. Certain styles do have a more limited size range. Please check size availability on the individual product pages, or through an authorized retailer.

How do I know what size will fit me best?

Please have your measurements taken by an authorized consultant or a professional tailor and work with them to determine the best size to order. We do not offer custom sizing so please note you will most likely need to alter the gown after you receive it to fit your specific measurements. To determine what size a particular style is available in, you will need to check size availability on the individual product pages, or through an authorized retailer. Follow this link to our size guide to help determine the best size for your body.

Do you make dresses for curvy girls / plus size?

Yes, we offer sizes 00-24W in Watters, sizes 00-32W in Wtoo, and Willowby is offered for all styles from 00-15 and in select styles from 00-24W. Additional charges will apply to sizes 16W and above. Please refer to the style for more information.

What if I am tall, do I need to order extra length (XL)?

Generally, we suggest ordering extra length if you are at least 5’7". Most of our dresses are available with 5” extra length with an additional charge; however, a select few are available with 0” – 3” only due to the design/fabric of the dress. Please refer to the style for more information.

Do you carry petite sizes?

Select Bridal styles are available in petite length. Please refer to the style for more information. For quick assistance, connect with live online chat M-F between 9:00-5:00pm CST. Chat now

What should I do if I am between sizes?

The size charts we provide are based on body measurements. Choose the size that fits your largest measurement. It is always easier to take in a dress than it is to let it out.

Am I able to order a dress with custom length or custom sizing?

Watters offers different lengths dependent on style as a special order through your authorized retailer. At this time though, we do not provide a custom length.

Do you offer maternity sizing or styles?

At this time, we do not offer maternity sizing or styles; however, we have several styles with empire bodices and free-flowing skirts that would be able to be worn by a mom-to-be.

How do I know what size chart to look at?

All styles from Spring 2019 and forward will have the modern fit. Styles before Spring 19 will use the classic fit sizing chart. If unsure, please contact customer relations or chat live online regarding the specific style in question. Contact Us

What if the dress I ordered is the wrong size?

IN STORE PURCHASES:
Our dresses are made-to-order and each store is responsible for measuring you and ordering the closest size that is best for you. Please contact your authorized retailer from whom you will purchase your dress to discuss any questions regarding measurement and sizing.

ONLINE PURCHASES:
If we sent you a dress in a size that is not what you ordered, please return the dress to us and we will provide a full refund with free return shipping.

Do you provide alterations?

We do not offer alterations. We recommend that you order your dress with a buffer period of 1-2 months before the first day you will need to wear it and then work with an experienced tailor who has a background in bridal and formal wear. Your retailer will likely be able to provide a recommendation for a trusted tailor.

How can I request a fitting?

Please select a retailer from our Retail Locator and fill in your information in "Request an Appointment".

Style Options & Customizations
Do your dresses come in colors other than what's depicted?

Many of our dresses are available in multiple colorways, which will be shown by our online swatches and/or listed in the product description for each individual style. Some color options will depend upon the fabric and trim you choose.

Can I get a dress made in a different fabric?

Dresses are only available in the fabric options listed for that style.

Can my gown be ordered with custom length?

The Shop Online selections do not offer custom lengths. However, special orders from our authorized retailers offer many styles in multiple lengths. These options are noted on the product pages. Your authorized retailer will be able to discuss the best length to order considering your preferred heel height, petticoat, etc.

Do bridesmaids dye lots match when purchased online?

Dye lots are meant to blend and are not guaranteed unless made-to-order through an authorized retailer.

Am I able to order fabric from my dress?

We do offer fabric yardage for most of our garments. Fabric is priced by the yard and is sold in 12 yard increments only. We apologize that we are not able to guarantee dye lot. Please contact the nearest authorized retailer and they will be able to assist you with your fabric.

Can I get fabric swatches?

At present, fabric swatches can only be ordered from our authorized retailers.

I loved my gown–how do I share pics with the Watters team?

From watters.com, click on Share Your Love in the bottom navigation, then simply enter your information and upload your photos to be featured in Our Real Weddings showcase.

Shipping
What are my shipping options?

We ship through FedEx and support Next day, Second day and ground shipment.

How do I track my shipment?

Go to your Account, then choose Order History from the left menu. From there, choose "Track Package" next to the item you would like to track and you will be taken to the FedEx website to track your order.

How long does it take for my dress to arrive?

IN STORE PURCHASES:
It varies by style, and retailers often have slightly different timeframes for their services. Please contact the authorized retailer where you’ll be buying your dress for the most accurate ETA.

ONLINE PURCHASES:
All Shop Online items are either ready to ship immediately or on its way to our warehouse. Shipping estimates vary and are listed in the online ordering process.

Are there any exclusions to the free shipping?

For online purchases, we offer free FEDEX ground shipping to anywhere in the 48 contiguous states. Shipping is available to Hawaii and Alaska at discounted FEDEX rates. Shipping out of the country is not available at this time. Please contact one of authorized retailers in your area to assist you.

Am I able to request expedited shipping?

For online purchases, we offer free FEDEX ground shipping; however, if you are needing it faster, you will be able to choose Overnight, 2 Day Air, or 3 Day Air shipping at the time of checkout for an extra charge.

Do you ship internationally?

We currently do not ship internationally. To order one of our dresses from outside the US, please visit our Retail Locator to find an authorized retailer closest to you.

Returns
What is Watters return policy?

All in-stock dresses are eligible to be returned. A $4.95 restocking fee will be deducted from your total amount.
All special order dresses are non-returnable. See the full Return Policy.

Can I cancel my order or return my gown?

IN STORE PURCHASES:
Select "buy now" styles are exchangeable and returnable. Please understand that special orders are made especially for you and are not returnable. A bridal specialist with an authorized retailer is the best person to ensure you are well informed and confident in your order, as it generally cannot be canceled or modified once processed. The sales agreement between you and the retailer will include their return/exchange/cancellation policies, which you’ll want to be aware of upon purchase.

ONLINE PURCHASES:
All Shop Online styles cannot be cancelled if it has been shipped, but can be returned. Please refer to our Return Policy for details.

What if I receive a defective, damaged, or incorrect Item?

If you receive a defective, damaged, or incorrect item, please return your item to us for a full refund. For instructions or questions, please refer to our Return Policy.

What if my dress is too small?

If you purchased one of our in stock dresses, you are able to return the dress (if unworn and in original condition) minus the $4.95 restocking fee. You will need to repurchase the larger size if available.

Am I able to do an exchange?

Unfortunately, at this time, we are not able to do exchanges; however, you are able to return the item and reorder the correct size or color.

Brand & Contact
What's the difference between Watters & Wtoo bridesmaid gowns?

Watters is our most sophisticated collection made with luxe fabrics and hand detailing for the bridesmaid who expects the best. Our Wtoo line is also beautifully designed, yet fabricated more affordably.

Do you have dresses for rehearsal dinners, parties, or the honeymoon?

Yes, there are so many options that can be ordered in knee or floor-length, in many shades of white and ivory, for casual and formal celebrations! Your wedding isn’t just your big day, it’s your season to celebrate.

How do I contact Watters?

Call - For a question regarding your online order, call 972-404-0143 to contact a customer service representative M-F between 9:00-4:00pm CST.
Chat - Connect with live online assistance M-F between 9:00-5:00pm CST. Chat now
Email - Prefer electronic inquiries? We can send responses to your inbox. Email us