Frequently Asked Questions
Q: How far in advance should I book my wedding or prom gown?
A: We recommend booking 2 to 4 months in advance. For rush orders, contact our atelier directly.
Q: What is the difference between bespoke, custom-made and made-to-order?
A: Bespoke means creating a new design from your vision. Custom-made means recreating an existing Reinas design to your measurements, with room for a few personal tweaks. Made-to-order means choosing a design from our collection and having it made in your selected size and available colour.
Q: Can I choose a different colour for a Reinas design?
A: Yes, where the design allows. Available colour options will be confirmed when you place your order.
Q: Do you offer fittings?
A: Yes. Fittings are available for applicable orders and are scheduled as part of the creation process. International clients can contact us to discuss available options.
Q: Do you ship internationally?
A: Yes! We ship bespoke and made-to-order gowns worldwide via DHL Express with door-to-door tracking.
Q: Can I rent a gown if I am outside Kenya?
A: Our rental service is currently only available within Kenya due to logistics and return timelines.
Q: Can I buy a gown that is currently available for rental?
A: Yes! Many of our rental designs can also be recreated as made-to-order pieces in your preferred size and available colour. Lead times apply.
Q: Do you offer ready-to-ship pieces?
A: Yes. Selected pieces are available for immediate purchase and shipping, while others are made-to-order or available for pre-order. Availability is indicated on each product.
Q: How long does a made-to-order or bespoke gown take?
A: Lead times vary depending on the design and level of customisation. Your estimated completion date will be confirmed before your order is placed.
Q: Can I make changes to an existing Reinas design?
A: Yes, depending on the design. Small adjustments can often be accommodated through our custom-made service, while more extensive changes may require a bespoke approach.
Q: Can I book an appointment to see or try on a gown?
A: Absolutely. Atelier visits and fittings are by appointment, so we can give you our full attention and help you find the right piece.
Q: Do you offer payment plans?
A: Yes. For bespoke and custom-made orders, you may choose to pay in full or in two instalments: a 70% initial deposit to confirm your order, with the remaining 30% balance due before your order is shipped.
Q: Can I cancel my order or request a refund?
A: Cancellation and refund options depend on the type of order. Bespoke and custom-made orders are non-refundable once production has begun, as fabrics and materials are purchased and production is scheduled specifically for your order. For ready-to-wear purchases and rentals, please refer to our Cancellation, Refund & Return Policy for the applicable terms.