Problem with an order

Verifying That a Duplicate Order Has Been Placed

You will receive e-mail confirmations when you place your order, and again when the order is paid. It may be easy to mistake the e-mails for confirmations of duplicate orders. To see if you have duplicate orders, please check the order status in your account. If you have two orders processing, then it would be a duplicate order.

Canceling or Returning a Duplicate Order

As long as none of the items have entered the shipping process, you can contact us to cancel the duplicate order. If any items in the order have already entered the shipping process, you will not be able to cancel the shipment. However, you can return it and ask for a refund.

Most orders you place on Dresseshop.co.uk will be handled within 12 hours so you can get your dresses to you as soon as possible. It is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused.

To cancel an order that hasn't been paid

If your order has not been paid in 40 days, it will be cancelled automatically.

To cancel an order that has been paid (Dresses)

If your order hasn't shipped:

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.

If your order has already shipped:

Since orders in the shipping process cannot be modified, it can no longer be cancelled.

Then, you can also confirm the cancelation by visiting Your Account. Only open orders will appear. If you do not see the order, you will know it was successfully canceled.

Please send us some persuasive pictures or video about the damage to your item. And please tell our customer service if you want to return the item for a refund or receive a replacement item.

If you received a faulty item and need to exchange it for the same item, please contact us to request a replacement.

If you would like to exchange an item for a different one, please contact us to return the original item and place a new order for the item you'd like to purchase.

Received the Wrong Item

If you received a wrong item, please contact us for a replacement or a refund.

Received an Item I Did Not Order

Please contact us and we'll provide instructions for returning the item.

If you're missing an item from your package, please verify all the items in your order were shipped in the same parcel. At times, we may split your order into multiple shipments (at no additional cost to you) to lower the custom duties. When this happens, your order will list the separate shipments.