The Online Bridal Collection Shipping & Returns
Items purchased online must be shipped back to us and cannot be returned to a store.
Please note: all returns must be in their original condition—unworn, unwashed, unaltered, undamaged, clean, and free of lint and hair; merchandise must be in its original packaging with all tags attached.
Items not eligible for returns:
- Special order items—if your order is delayed beyond the original expected delivery date, you may cancel your special order
- Personalized and dyed items
- Perishables, swimsuits, and personal care items
- Final sale items
Step 1: Process a Return
Contact our customer service to authorise the return and refund.
Step 2: Pack it up
Please make sure the dress is packed in a safe manner so no damages are made when posted.
Step 3: Send it off
Mail your return using a trackable shipping service, such as registered Royal Mail, DPD, or UPS, and be sure to keep your receipt and tracking information. We cannot guarantee refunds for returns sent using an untracked method.
As a reminder, ship your item to us within 14 days of creating your your purchase date.
We will inspect and process your return within 14 days. You will receive a confirmation via email when your return has been processed.
Please allow up to two billing cycles for the return credit to appear on your credit card statement. Credits are processed for the original cost of the merchandise plus tax—shipping and handling fees will not be refunded.
If an item is returned in unacceptable condition, we will send it back to you and no refund will be issued.
Online purchases are not eligible for exchanges. Please follow the return instructions and then place a new order for an alternative item.
Reporting an issue
If you receive a defective, damaged, or incorrect item, we’d like to make it right. Tell us about the issue by calling 0800 019 0730 or emailing firstname.lastname@example.org within 14 days of receiving the shipment. When you send back the item, include a note of explanation in the return box.
Replacing an item
We’ll do our best to replace defective, damaged, or incorrect items. If we cannot send a replacement, you’ll be refunded the purchase price plus shipping and handling fees.
Refunds for return shipping are calculated using the lowest-cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the lowest cost shipping method.
For all other returns, shipping and handling fees will not be refunded.
We start processing orders as soon as they’re placed and are unable to change or cancel orders once confirmed. This includes changes to products, payment method, shipping address, and shipping method.