Frequently Asked Questions
Q. How Does Your Ordering System Work?
A. Our items are custom made to your specific requirements. This ensures a perfect, hassle-free online ordering experience and prevents the need for any costly alteration costs.
Before ordering your Custom Made dresses, we strongly advise you to order a Sample Dress first so that you can check quality, design and colour before committing to a Custom Made order (as custom made orders are not eligible for return or exchange).
Our Sample dresses are in stock and ready to dispatch within 7 working days. All items are sent by Royal Mail Recorded Delivery and you will be provided with a Tracking Number.
We advise you to:
1) Order a Sample Dress from our Sample dress Collection - you should receive this within 7 to 10 days.
2) On receipt, try it on and decide if you like the style, colour and design
3) Email us, within 7 days of receipt, to let us know of your wish to return the item for either a refund or exchange or to use as part payment towards a Custom Made order. You will be sent a Returns Slip by email.
4) Return the Sample Dress to us within 14 days.
5) Receive a refund or exchange.
As our sample dresses are vastly reduced in price, please be aware that if the sample dress is not returned within 14 days of receipt, we reserve the right to invoice you for the full price of the dress. We will send you a reminder of this before any invoice is sent.
If you wish to continue to a Custom Made order, we will use any payment you have made for your sample dress towards the cost of your order and an invoice will be sent for the balance. Full details will be sent to you regarding what measurements will be required etc.
Important -Please order all of your custom made dresses at the same time (or within a couple of days of each other) to ensure exact same colour match. If you decide to add another dress on at a later date, please be aware that we cannot guarantee the exact same colour shade match as the rest of your order due to different rolls of fabric being used.
Q. I want to order a Sample Dress but cannot see my size or colour available?
A. Most of our items are designed with adjustable lace up backs and this provides an inch or so adjustment. Going down a size or up a size or two will still give you a great idea of how the dress will look once it is custom made for you.
If you do not see the colour you require, please order a sample dress in any colour and add a note in the Comments Box at checkout stating which colour(s) you are interested in and we will send you free colour swatches with your sample dress order.
Q. What Are Your Delivery Times?
A. Sample dresses are dispatched within 7 working days of receipt of your order and are sent by Royal Mail Recorded Delivery.
Custom Made items are made to your specific requirements so please currently allow approximately 6 to 8 weeks for dispatch. We strongly advise that you allow at least 3 months before the wedding date in case of any unexpected delays. Please remember to let us know the date of the wedding by adding a note at checkout.
Q. Do You Accept Returns?
If you have ordered a Sample Dress to try, these are eligible for a refund or exchange within 14 days of you receiving your order. Please contact us within 7 days of receipt of your item. If you need a little longer, please let us know.
(As our sample dresses are vastly reduced in price, please be aware that if the sample dress is not returned within 14 days of receipt, you may be invoiced the full price of the dress.)
Once you have placed a Custom Made Order, these are not eligible for cancellation, exchange or refund as they are made to your specific requirements and measurements. You may, however, cancel within 48 hours of placing your order.
Q. What is Your Cancellation Policy?
Sample dresses are eligible for cancellation within 24 hours of placing your order.
Once an order for Custom Made items is placed, any cancellations must be received within 48 hours of placing your order. After that time, our dressmaker will have already started work on your order and cancellations will not be possible.
Q. What are your Delivery charges?
We are a UK based company and we offer free postage on all items if sent to a UK address. For international buyers please see below.
Q. Do you Ship Outside of the UK?
Unfortunately, we do not ship outside of the UK at the moment. We aim to re-introduce this later in 2021.
Q. How Do I Contact You?
The quickest and easiest way to contact us is by email at firstname.lastname@example.org. You will receive a response within 2 business days (our business days are Monday to Friday excluding Bank Holidays)