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Returns & Exchanges


Returns & Exchanges


*Please note that the return/exchange policy below does not apply to Custom Made/Custom Colour items. These are strictly non-returnable as they are made to your specific requirements. Please ensure you understand and accept this condition before ordering a Custom Made or Custom Colour item. 



Refunds 

*(Please see separate information below items purchased from our Sample Dress Collection)


We hope you are happy with your order. If, however you need to return it for a refund, you must please let us know within 14 days of receiving your item by sending an email to:  hello@loulousbridalboutique.co.uk.  You will receive a response within 2 to 3 working days and will be emailed a returns slip and details of how to return your item. To be eligible for a refund, the item must be returned to reach us within 28 days of you receiving the item. Items received after that time, will not be eligible for refund and will be returned to you.  

When trying on your item can we respectfully request that you do not wear perfume, make-up or fake tan that can leave a residue on the dress. We are unable to accept returns which has evidence of wear, excessive handling or if these instructions have not been followed.  

Our items are quality checked before sending and so, on receipt of your item, our returns team will inspect it again. We aim to process all returns and refunds within 14 days of receipt.  

We strongly advise you to return your order by tracked delivery (for example Royal Mail Recorded)  as we cannot be held responsible for any item that does not arrive back with us. We will not issue a refund unless the item is received back by ourselves.  Please note that return postage costs are the responsibility of the buyer and are not refunded. 

Important Information for Buyers Outside of the UK

If you live outside of the UK and have to return an item to us for a refund we cannot be held liable for any customs charges that may be charged on the parcel's arrival back into the UK.  If this occurs, we will deduct any customs amount paid by us from any refund issued to you. We will provide evidence, of any customs amount paid by us, by request.  

If returning an item for exchange, we will charge postage costs to send your exchanged item to you. 


In order to be eligible for a refund, please make sure that:
1)  You must first contact us by email within 14 days of receiving your order, to advise us of your wish to return. Requests to return after that 14 day period cannot be accepted.
2)  Our items are always quality checked thoroughly before sending by 2 members of our team. The item(s) that you wish to return, therefore, should not used, soiled or damaged. The item(s) must be in a re-saleable condition and must not smell of perfume, tobacco or other odours.  
3)  You return the item to reach us within 28 days of receipt. Returns received after that time will be returned to you and a refund refused. AS WE ARE NOT AT THE OFFICE EVERY DAY, PLEASE DO NOT WORRY IF WE MISS YOUR DELIVERY. WE HAVE AN ARRANGEMENT WITH ROYAL MAIL FOR RE-DELIVERY AND THIS IS NORMALLY ARRANGED WITHIN 1 WEEK.There is no need to contact us if you see a missed delivery using your tracking number. We will be already aware of the missed delivery and will have made arrangements for its redelivery. 
4)  All parts and pieces of the order must be returned (for example, detachable ribbons, flowers, cellophane packaging etc, ) 

5) Please do not return items to our Head Office address as these will be refused and returned to sender. The return address will be provided to you once you make contact with us to advise us of your wish to return. 

 

All items are thoroughly inspected for signs of wear, damage, picks/runs in fabric.  If they cannot be resold (see Item 2 above), they will be returned to you and a refund will be refused.  Please note that, once your item has been received  by us,  it can take up to 14 days to cancel your order and issue your refund. Please be patient during this time.  

We do not refund items that are returned after the 28 days return period. 

Sample Dresses

If you wish to return an item purchased from our Sample Dress collection, you will need to let us know within 7 days of receipt.  Items should be returned to reach us within 14 days.  Please see our Sample Collection item page for full details:  https://loulousbridalboutique.co.uk/collections/sample-dresses-in-stock


Exchanges
Should you need to return all or part of your order for an exchange, please let us know within 14 days of receiving your item by sending an email to us at: hello@loulousbridalboutique.co.uk   and we will send you
information on how to exchange your order.    To be eligible for an exchange, please make sure that:
1)  You contact us within 14 days of receiving your order, to advise us of your wish to exchange. Any requests not within that time frame, cannot be considered.
2)  The item(s) are not used, soiled or damaged. The item(s) are in a re-saleable condition and do not smell of perfume, tobacco or other odours
3)  You return the item to us within 28 days of receipt. If your item is not received within 28 days, any request for exchange may be refused. 
4)  All parts and pieces of the order must be returned (for example, detachable ribbons, flowers, cellophane packaging etc, ) 


All items are thoroughly inspected for signs of wear, damage, picks/runs in fabric.  If they cannot be resold,  they will be returned to you and an exchange will be refused.  Please be aware that it may take up to 6 weeks for a replacement item to be delivered to you again. We reserve the right to charge for postage costs for your replacement item depending on the weight of the item being sent out  
We strongly advise you to return your order by tracked delivery as we cannot be held responsible for any item that does not arrive back with us. We will not issue an exchange unless the item is received back by ourselves.  Please note that return postage costs are the responsibility of the buyer and are not refunded.