To make a return/exchange from an online order, you must contact us by email or phone within 14 days of receipt whereupon approval be given. All returns must be post-marked and sent to Trend Story UK within 3 days of receiving authorisation for the return. If the item is post-marked past the 3 days allowed or does not have the authorised returns number, it will be refused and sent back to the customer (on payment of postage). The customer is responsible for bearing the cost of returning the goods.

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, cleaning, smoking, pets or use of any kind on the dress, or it will be denied. 

NOTICE: Any special orders, made to measure dresses, cannot be returned. All exchanges being returned are based on the item being returned in its original condition. To request approval for a return, please email

Health regulations stipulate that clothing that is soiled, worn, damaged or laundered is considered to be in “other than new condition” and cannot be returned or exchanged. For the protection of our employees we will not handle any garments that are not in original condition. You can reuse the box in which you received your order as long as any old postage or address labels are covered or crossed out. Postage and handling charges are non-refundable. 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 in the showroom will be offered a credit note or an exchange within 7 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