We offer a 14 day return period for all orders.
To make a return/exchange from an online order, you must contact us by email within 14 days starting from the day after you received the goods. Whereupon a receipt of approval will be given. All returns must be post-marked and sent to our returns address.
We reserve the right to not issue a refund if it does not fit the terms of our Returns Policy. If we are unable to issue you a refund then you will be sent an email informing you of our decision, and our reasons along with an invoice to cover return postage fees. Customers with rejected returns are to cover the cost of return postage.
NOTICE: Any special orders, made to measure dresses, custom colour requests, CANNOT be returned or refunded. The customer is responsible for any bespoke orders. Please note production for bespoke orders/wedding orders can take a minimum of 12 weeks. Ensure you have booked your design in, in time and have left enough room for alterations if need be before your event. Time frames and delays may vary during peak wedding months and holiday season. In the event that you change your mind or make changes to your order, or an event is cancelled once production is finished, you will NOT be eligible for a return or refund as the dress will not be fit for purpose to Trend Story UK. Please note any changes to your order can result in delays to your production. Any deposits or balances paid towards bespoke orders are non refundable, the full balance is payable to trendstoryuk prior to collection of dress. Any delays or issues with payment will delay finish date of the dress, or can result in cancelling your production this does not affect your statutory rights. To which a member of our team will inform you of straight away. Any enquiries or updates regarding bespoke orders please contact us via firstname.lastname@example.org
All items being returned must be in their original condition with all tags in place and posted at the customers expense. Gowns must be received back in original condition, original protective plastic and all tags attached. If a tag has been removed, your return will be denied. There must be no sign of wear, dirt, make-up, perfume, cleaning, smoking, pets or use of any kind on the dress, or it will be denied. Items that have been worn will not be refunded. This does not affect your statutory rights
We recommend that you send your return via an insured carrier. We are not responsible for lost returns. Customers are responsible for all postage costs for returned items.
Any purchases made within our sale section online have a 14 day right to cancel. You can exchange within 14 days of purchase.
Online Dispute Resolution and Alternative Dispute Resolution:
For any disputes that cannot be resolved through direct negotiation, we recommend contacting The Retail Ombudsman, an authorised ADR provider. You can see further information at www.theretailombudsman.org.uk