Returns, Refunds & Exchanges
What is your returns policy?
You have 28 days from the date you receive your order to request an exchange or refund via email and return, providing the item is still in the same unused condition as sent to you with tags & packaging intact* (exclusions apply - see below).
Please follow these steps for a hassle-free return.
Returns are free when you pay with Paypal UK
How quickly are returns dealt with?
Due to the nature of our business, we understand returns need to be dealt with quickly and efficiently. To give you peace of mind, all returns are dealt with the same day we receive them back (if a working day).
UK Customers - there is an exchange delivery charge of £4.00 to resend your exchange. This covers the costs to resend the exchange to you. We will invoice you via email for this so you can pay online.
International Customers - for customers outside of the UK, please place a new order and then follow the refund procedure for your original order.
All refunds will be processed back onto your original payment method. We refund the full amount of the purchase price (original delivery charges/upgrades are a direct cost and therefore non-refundable).
Inspection of returned items
All items are inspected once received back with us prior to processing any exchange or refund so please ensure you comply with the following:
Inspect* - items must be returned to us in their original condition. They must be unworn (with the exception to try on for size purposes) and all labels and tags must remain attached, along with the items original clear cover packaging. Any items found to be soiled, damaged, appear to of been worn for an occasion, washed or repaired or the tags removed will be exempt from this returns policy so no exchange/refund will be given and the order will be returned to you. Also, cover packaging to our items is required to be intact with no rips / tears / tape attached etc and shoe boxes need to be intact with no damage (please return in the bubble wrap they were sent in).
Damaged, Faulty or Not As Described
All items supplied by us leave our premises without any knowing damage or defect. In the unlikely event you do receive damaged, faulty or not as described items, please notify us via email within 24 hours of receipt and follow the exchange procedure (faults reported after 24 hours are not covered and therefore we will hold no responsibility). We will refund your return postage costs up to the value of the original charge after receipt and inspection of the items and we will pay the postage costs for replacements to be sent to you. Replacements are on a like for like basis only (exact item and size). If you require a different size / item, this will be treated as a normal exchange. If you change your mind and do not wish to have a replacement, we will simply treat as a normal refund return therefore no postage costs will be reimbursed.
The following items are excluded from our returns policy (also stated on the product page returns tab):
Communion Dresses - where a communion dress has to be ordered in from the designers (handmade / made-to-order / forward-order as stated when you select the size on the product page), these will only be ordered in specifically for you in the size / colour / style you request as they are not a stocked item. We would therefore advise you only order one communion dress as any additional communion dresses you order will not be accepted for a return (as above under exclusions).
For all international returns that require you to complete a customs declaration, please tick or mark your customs declaration label as "Returned Goods Only". This will inform customs that the parcel is a return only. We will not be held responsible for customs charges on returned items so if the parcel is not marked as returned goods only, our border control will return the parcel back to you as an incorrect declaration.
The Terms & Conditions of this returns policy starts from the moment you place your order, in line with The Consumer Contracts Regulations for consumer rights, and ends 28 days from the date you receive your order (this is for eligible items only that are not listed in our exclusions above):
To be fair and equal to all customers, we will not make exceptions to this policy so you will be deemed to of accepted the goods if you have not requested otherwise within the 28 day timescale.
You agree to be bound by the terms and conditions of this returns policy when you place your order with us. If you have any questions regarding this policy, please get in touch before ordering.
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