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.

• Please email us or reply to any order confirmation email you have received from us within 28 days of receiving your order to request an authorised returns number, for any item that qualifies for a return. Please state in your email if you require an exchange or refund and ensure you provide us with your name and order number and if exchanging, details of the item you wish to exchange for.
• We will email you back with your returns number and details on how to return.
• Enclose the returns form inside your parcel and use the returns address label that you will find attached to the front of your paper invoice.
• You are responsible for the costs of returning the item(s) back to us - we recommend you use a trackable delivery service for your peace of mind to include your name and address on the back of the parcel.
• To clarify, our returns address is: Fern Bank, Whiteholme Road, Thornton-Cleveleys, Lancashire FY5 3HX

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 for either an exchange or refund are processed the same day we receive them back (if a working day).

Exchanges

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 via 2nd class only. 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.

Refunds

All refunds will be processed back to your original payment method. We will refund the full amount of the purchase price (delivery upgrades / international charges are a direct cost and therefore non-refundable).

Inspection of returned items

All items are checked once received back with us prior to processing any exchange or refund so please ensure you comply with the following:

* 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 a damaged, faulty or not as described item, please notify us via email within 24 hours of the item being delivered to you, with details of the issue and a picture of the item and we will then provide you with further details on returning for a replacement. You will need to return the item back to us first via your post office and after receipt and inspection of the item by us, we will reimburse the cost of your return (refund your standard return postage charge) and then send a replacement item to you. Replacements are on a like for like basis only (exact item and size). Alternatively, if you no longer require the item, a full refund of the original transaction will be given once we have received the item back from you. Important: we do not provide a collection service as you are required to return the item back to us, as per our retailer terms. No replacement or refund will be given until the original item has been returned back by you.

Promotional Gifts

Product/s that were purchased and delivered with a promotional free gift, must be returned with that gift to receive a full refund for the original item purchased. If you do not return the promotional gift or wish to keep it, the cost of the promotional gift will be deducted from the refund, for example ivory pin buttonholes are £4 that are sent with 5/6/8 piece jacket suits.

Exclusions

The following items are excluded from our returns policy (also stated on the product page returns tab):

• For hygiene reasons - bibs, frilly pants/knickers, headbands, socks & tights.
• Any item that is made-to-order (handmade / forward-order) is excluded from our returns policy as these are made / ordered in from the designers in the style, size & colour specification you order eg all Millie Grace garments, Busy B's Bridals dresses, Emmerling dresses, Peridot dresses. 
• Sale items (items marked with 'sale price' or with a sale tag on the image) are excluded from exchanges but you can still return for a refund if unsuitable.
• Any product with a seal cannot be returned if the seal is removed / broken.
• Colour swatches are non-returnable as they have been cut for you as a sample.

Communion Dresses - where a communion dress has to be ordered in from the designers (made-to-order - handmade / 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 so are therefore non-returnable for neither an exchange nor refund. We would strongly advise you only order one communion dress and check all measurements prior to purchase.

International Returns

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.

Returns Summary

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):

• If you request to cancel an order prior to dispatch, we will cancel your order immediately and refund you in full.
• Where an item has already been supplied by us and delivered to you, we are legally bound to only accept a cancellation request, for an exchange or refund, within 28 days from the date you receive your order.

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 and returned 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.