Frequently Asked Questions
Frequently Asked Questions
I would like to make an appointment to visit you.
Appointments are available to try on Communion dresses, Flower Girl Dresses and Christening dresses on most Saturdays between January and April. Christening appointments are also available on weekday lunchtime throughout the year. Please see this page for appointment details. Please do not visit without an appointment as we are unable to see you if we are not expecting you.
My Parcel has not arrived. Where is it?
If you would like the tracking number for your parcels please email firstname.lastname@example.org with either your order number OR the name the order was placed in. Unfortunately once we have posted an item it is beyond our control as to when it is delivered. If the item arrives too late then you are of course entitled to return it for a refund.
The dress I am after is out of stock in the size I need. Will you be getting more and when?
Please email us with the dress code and size you are interested in and we will email you back with the estimated delivery date. Please email us if you would like to be advised when an item comes back into stock stating the dress code and the size(s) you require.
Which size should I buy?
Please measure the child in question. You will need their total height from head to toe and their chest measurement. Then refer to the size chart at the foot of the dress page for the dress you are interested in. Please size by height in the first instance and then check that the chest is not too tight or too wide.
If you have any further sizing questions please email the children's measurements to us at email@example.com together with the date of the event and the dress code of the dress which you are interested in and we will email you back with our sizing recommendations.
I would like to return a dress. What should I do?
Please follow the instructions on the Returns form inside your parcel. If you have lost it please contact us via email.
If you would like a replacement dress, please check the website for availability and then email us with the dress code and size you would like so that we can reserve it for you pending receipt of your parcel.
I would like to place an order by telephone.
Please note that we are no longer able to take card payments over the telephone - this is because of new stringent security regulations. We take your card security very seriously and need to remain within the ambit of our PCI Compliance Certificate.
The website is not working/I am having trouble ordering. What should I do?
It is likely that you need to adjust the security settings on your computer. If you are having problems with your payment going through please read the error message carefully and amend your cardholder details accordingly. Please email us with details of the problem you are having and we will try to help.
What is your returns policy?
You have 28 days from receipt to post any dress you do not want back to us (extended to the date of the wedding for flower girl dresses). Any return should be accompanied by the Returns Form which you will find in your parcel. This contains all the instructions. You must pay for the postage for anything you send back to us (unless it is damaged in which case please contact us first) but we will pay the postage for any replacement item sent to you within the UK only.
Has my order been despatched?
You should have received an email when your item was despatched. Please check your spam folder if you have not received it in your inbox. If it is not there, please contact us.
If you would like to check the status of your order or would like a tracking number, please email us.
I have not received my order.
If you have not received your order within the following timescales:
- UK next day guaranteed: 1/2 workings days
- UK & Ireland: 7 days
- Western Europe & Australia: 6-7 working days
- Eastern Europe: 2 weeks
- USA & rest of world: 2-3 weeks
please email firstname.lastname@example.org and we will locate the tracking number and investigate the whereabouts of your parcel.
I have returned a dress. Do you have it and when will I receive my refund?
We process returns every other day. Until we have opened the parcels to process the returns we are unable to advise you whether we have received yours. If you have sent it by recorded delivery please check at www.royalmail.com by typing your parcel number into the tracking facility. Once we process your return you will receive an email advising you of the refund amount. At this point this money leaves our account immediately. However, after this you need to allow 3-5 working days for the money to clear into your account; the timescale is dependent on YOUR bank and we have no control over the length of time it takes (you need to allow longer for some card types including overseas cards and also Paypal payments which can take up to seven working days).
I have found a dress I like but want it in another colour.
We only sell the dresses as you see them. Where other colours are available these are mentioned in the text.