FAQ

Help Center
All you need to know about shipping, returns and more.

Account
Do I need an account to shop with Bridesmaidress.co.uk?
We require customers to create an account to shop with Bridesmaidress.co.uk. We do this to ensure we have all your shipping and contact information correct should we need to contact you with regard to your order or shipping. Your account also allows you to track the status of your order.

How to register?
Here are some step-by-step instructions to help you make an order from Bridesmaidress.co.uk:
·Click the "Register" button on the right top of Bridesmaidress.co.uk, and get to the registration page as below:
·Enter your email address. Keep in mind that the e-mail address you provide here will be the only e-mail address to which we can send information about subsequent orders.
·Enter your password. You will be able to use your password to make changes to your order and account information. Make sure to choose something you will remember the next time you want to place an order.
·Click the “Submit” button at the bottom-right of the registration page.

Oops, I forget my password, what I shall I do?
If you forget your password, you can reset it by clicking the "Forget password?" on the login in page, and then go to your email inbox, and reset your password.

Why you ask me to log in?
We ask you to sign into your account any time we need to verify your identity. This includes times when you access account or order information to review or change something.

I can’t log in, what happened?
If you have trouble logging in, here are some things to check:
·Incorrect E-mail Address: Your e-mail address must be in this format: username@domain.com (or .net, .org, .edu, etc.). If you have more than one e-mail address, be sure that you're using the correct e-mail address and password combination for the account you are trying to access. Also, if your computer is set to auto-complete the e-mail, make sure it's the correct e-mail address listed.
·Incorrect Password: If you're sure you're using the correct e-mail address, try to reset your password. 

Shopping
Is my dress available?
We update our dress catalogue periodically. However, dresses are subject to stock availability. If we have too many dresses in stock, we may have to special order your dress. When you select the size and color of your dress you will see an estimated shipping time appear below. 

If this time suits, go ahead and place your order.

If this time is not within your wear date range, please contact the customer service to help and discuss delivery options.

What size should I order?
Choosing the correct size is the second most important decision you have to make at Bridesmaidress.co.uk, after choosing the right dress! Take a look at the size chart beneath each dress.

We strongly recommend you finding a professional local tailor who can help you measure accurately. And of course you can measure yourself at home, turn to How to Measure on the product page.

How to choose a best color?
All of the images of each dress style are posted on our website. If you like to see a particular color that is not shown, please contact customer service by online chat, and they are ready to help you find that color and material in another style to view. 

By the way, we do not offer free swatches. But we sell swatches for you to know exactly what the dress color & material will be like. You can also buy the material directly from our site. We would be more than happy to send you fabric swatches for any color you may be interested in.

When should I order my dress?
You should order your dress as far in advance of your event date as possible. While some dresses ship within 12 days, some are special order and may take 4-5 weeks. It is also possible that you may need time to make alterations to your dress before your wear date.

For this reason we request that customers enter their wear date at the checkout stage. If no wear date is specified, our procedure is to proceed with orders that will become available within a month of the order date, or sooner. If the dress will be available at a time after a month after the order, we will contact the customer by either by phone or via e-mail. If we don't hear from the customer in 24 hours, we will proceed with the order.

What is a ‘Special Order’?
Not all dresses are available in every size, and some may need to be special ordered just for you. In this case, we strongly encourage you to get measured properly and order the appropriate size as we cannot accept exchanges for special-order items. Also, once it has been placed for a special-order dress, the order cannot be canceled.

Oops, I made a mistake; can I cancel the order?
·Orders cancelled within 12 hours of payment confirmation will be eligible for a full refund, or
·Orders cancelled 12 - 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 10% of the product purchase price, or
·Orders cancelled after 24 hours of payment confirmation but before shipping will be eligible for a partial refund consisting of the full shipping cost, or
·Once your order has been shipped, it can no longer be cancelled.

﹡Unpaid orders will be canceled automatically after 5 days.

What if the dress I want is not listed on Bridesmaidress.co.uk?
We update our website and inventory daily. However, if you are not interested in any one, you can send us picture of your favorite dress. Please send the dresses pictures by email, we will review it carefully and reply you as soon as possible. Then we will ask for a reasonable price including shipping cost.

Please contact one of our Customer Service for detailed information.

Payment
What forms of payment are accepted on Bridesmaidress.co.uk?
Credit/debit card like Visa, Master Card, Western Union and Bank Transfer are accepted here. Find an easiest way for you. 

When will I be charged for my items?
You will be charged for your order when your payment status is changed to "payment received". We will then confirm your payment and begin processing your order right away. In some cases, credit/debit card payments may take up to 24 hours to confirm. 

How do I know my payment is secure?
Our system uses real-time self-updating technology to thwart attacks by the most sophisticated of hackers. We've invested much effort to ensure that our systems are virtually impenetrable.

Regardless, we do not store payment information on our servers. Once a credit card has been authorized or otherwise disapproved by our processor, we discard the credit card information.

The connection between your computer and our systems for the purpose of filling our forms (such as checkout- name, address, payment) is always encrypted through industrial-strength SSL algorithms.

What we do about mispricings? 
Despite our best efforts, a small number of our items in our catalogue are mispriced. Rest assured, however, that we verify prices as part of our dispatch procedures.
If an item's correct price is lower than our stated price, we charge the lower amount and send you the item.
If a product's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cancellation.

Shipping
How will my dress be shipped?
We ship using FedEx, USPS, DHL, etc. The courier used for free shipping will be at our discretion. However, if you have a preference of couriers, just let us know.

We are unable to use customer's personal courier accounts to cover shipping costs. Please turn to Shipping  for more details.

Do you ship to my country?
Bridesmaidress.co.uk ships worldwide to nearly every country across the globe. Please check Shipping for detailed information.

How long will it take to get my dress?
For Expedited shipping, it usually takes 3-4 days to all major destinations, and it’s the fastest shipping method worldwide so far. Shipping costs differ from item to item.
For Standard shipping, it usually takes 5-8 days to all major destinations, and standard shipping costs less, but takes a bit longer than expedited shipping.
Please note that the delivery time mentioned above does not include order processing time.

Who is responsible for the Duties and Tariffs on international shipments?
We will not charge any duty for an international order. Import duties and taxes, which are the responsibility of the customer. Please contact your local customs office for details. However, we will send the dress as a sample to avoid your taxes. Please check the Customs & Import Tax for detailed information.

It looks like my order hasn't been sent yet. What's going on?
If the estimated delivery date has passed, please wait a few days in case we may need more days to make your dress. Please contact us, and we'll do our best to send you the item before the shipping deadline.

The tracking for my order shows a delivery attempt but I wasn't able to accept my parcel. What do I do now?
We'd recommend that you contact the carrier directly to arrange a redelivery. It may be possible to collect your parcel, if you'd prefer.

The tracking for my order says it's been delivered but I haven't got it. What can I do?
Some carriers allow their drivers to release a package provided that a signature was obtained as proof of delivery. The signature can be requested from a neighbour. We'd suggest checking with your neighbours. If your package has been delivered to a neighbour, you may find that a card was left telling you where the parcel is.

Alternatively, the parcel may have been left in a secure location on your property. Please check the tracking information to see if it mentions a secure location.

If there's still no sign of your parcel please Contact Us and we'll do everything we can to help you.

My order seems to be on its way back to Bridesmaidress.co.uk. Why?
Your parcel may be undeliverable. Carriers may deem a package undeliverable for several reasons, some of which are described below:
·Incorrect Address: If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.
·Failed Delivery Attempts: Most of our carriers will make more than one attempt to deliver a package. If they're unable to successfully deliver your order, the package will be returned to us.
·In rare cases, address labels may become illegible in transit. If that happens, a carrier will return the package to us.

I haven't received everything I ordered. Where's the rest of my order?
Items you order from Bridesmaidress.co.uk may sometimes be sent in more than one delivery, even if you've requested that you receive them all together. Regardless of the number of deliveries you receive, you'll only be charged the amount that was originally quoted to you at the time you placed your order.

The packing slip in the box you've received will detail all the items that should be included in it. If there's an item listed on the packing slip that isn't in the parcel, please contact us.

Returns
Can I make an exchange?
When buying a dress we do recommend that turn to a local tailor to help you measure accurately. But sometimes that is just not enough, we understand! At Bridesmaidress.co.uk we are committed to excellent customer service and are glad to accept returns. Please refer to Returns for more information.

Please note: a) Special order dresses, clearance items cannot be returned or exchanged; b) There will be no returns (refunds nor exchanges) accepted for any undergarments, handbags or jewelry.

What if my dress is damaged, what should I do?
All our dresses are inspected by the manufacturer before arriving at Bridesmaidress.co.uk. But we go one step further and inspect each and every dress again before it ships out to make sure that your gorgeous gown will be tear, stain and odor free when it arrives!

In the unlikely event that a damaged dress sneaks through the checks, please contact us the day you receive the dress and we'll gladly replace the dress for you.

Products can be returned by confirming the following quality defects within 7 days (from the date products were received): Stain, Ripping, Zipper malfunction, Low quality of workmanship, falling of beading and sequin.

Can I refuse a shipment?
If for any reason you are unhappy with your purchase, we will do our very best to work with you until you are satisfied and have the dress of your dreams. However, we are not able to accept responsibility for refused packages.

Refusing a package does not cancel the order - the customer is still liable for payment.

If a customer refuses delivery of a package and the courier does not ship it back to us, we will relinquish all responsibility of that package as if it were delivered to the customer and the customer remains liable for payment of that order.

What’s the return process?
·Please Contact Us within 7 days upon you receiving your item, including an explanation with persuasive pictures or video for the return. Returns will not be accepted without prior approval from Customer Service.
·Once you receive the email from Customer Service which states the return is approved, please send back the items to the address listed in email as soon as possible, and please make sure to use local post office service.(such as Post Office, USPS, Royal Post…).
·All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once receive the return item, we will process the case in 3 to 5 business days. Items returned in unacceptable condition will not be refunded and cannot be shipped back to you. Please allow up to two billing cycles for it to be credited to your account, please kindly note that the refund efficiency also depends on the credit card bank's processing-cycle. Your bank or payment service may levy a small transaction charge.

Can I cancel an order?
Yes. We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.
·Orders cancelled within 12 hours of payment confirmation will be eligible for a full refund, or
·Orders cancelled 12 - 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 10% of the product purchase price, or
·Orders cancelled after 24 hours of payment confirmation but before shipping will be eligible for a partial refund consisting of the full shipping cost, or
·Once your order has been shipped, it can no longer be cancelled.

﹡Unpaid orders will be canceled automatically after 5 days.

More Questions?
We have a dedicated customer service team ready to help you!
If you have more questions about a dress or a transaction please let us know.

Contact us via Email

Contact us via Telephone; or click on the Live Chat icon!

We are here to help!