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30 Day Returns

RETURNS POLICY

Please keep in mind that all dresses are uniquely made to order to keep costs low for our customers. We also understand that colours on your computer screen can be a little different to how they appear in person. For these reasons, we encourage you to order a swatch (free delivery) to help you decide.

Dream Wedding Secrets will issue a full refund for any damaged, defective, or miss-shipped items. If your item arrives damaged or defective, please reach out to hello@dreamweddingsecrets.co.uk directly for assistance with processing your return.

FOR ALL DRESSES AND ACCESSORIES:

Dream Wedding Secrets will issue a full refund of the cost of the returned product if you are not satisfied with your item(s). The item must be returned in its original condition within 30 days of its arrival to you (if eligible per the return policy).

Please note:

  • The item must be unworn, unwashed, unaltered, undamaged, unperfumed and with any original tags attached.
  • Original shipping fee & return shipping fee will not be refunded.
  • As all items are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.

NON-RETURNABLE ITEMS

There are certain situations where only partial refunds are granted (if applicable)

    • Book with obvious signs of use
    • Colour swatches are non-refundable
    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    • Any item that is returned more than 30 days after delivery
    • All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues
    • All clearance and sale items are non-refundable these will be clearly marked. 

SIZING RETURNS

If you want to return an item based on the size we will offer you store credit to get a new dress in the correct size after you have returned the dress to us.

COLOUR RETURNS

We do not accept colour returns on any of our multiway dresses. We encourage you to order a sample first to make sure it is the colour you want.

If you order a Katherine Multiway fabric swatch we will send you 5% off your first dress order.

ORDER ONE DRESS FIRST (GET 10% OFF THE REST OF YOUR ORDER)

  • All our dresses are made to order.
  • We encourage you to order one dress first to see if it is right for you.
  • We are sure you will love our dresses but if you are returning because you simply don't feel the dress suits you, we can offer you a 70% refund
  • We charge a 30% restocking fee because all our dresses are made to order 

EXCHANGE POLICY

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.

HOW TO RETURN

1. Submit a return request at https://dwsstore.myreturnscenter.com 30 days of receiving your order. Please include the reason for return and photographs for verification.

2. Once we have approved your request, you will be sent an email with details of how to return. Please send your item(s) using local post within 7 days from receiving this email.

3. When we receive the returned package, the item(s) will be inspected to ensure it is in the original condition and has the issues stated in the return request.

4. Once confirmed, the refund will be credited back to the original payment method within 7-10 days (the processing time depends on your payment method and bank).

Please note:
* We reserve the right to refuse the return if received in an unacceptable condition.
* We cannot process any products that are returned without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.

CANCELLATION POLICY

All our items are made-to-order, with this in mind, please refer to our cancellation policy below:

   • Unpaid orders are automatically cancelled after 5 days.
   • Cancel order within 24 hours of payment for a full refund.
   • Cancel order 24–72 hours after payment: 80% refund
   • Cancel order 72-120 hours after payment: 50% refund
   • Cancel order > 120 hours after payment: 10% refund only
   • Once your order is shipped, it cannot be cancelled.

If you would like to cancel your order, please email hello@dreamweddingsecrets.co.uk, let us know your name and order number and request cancellation.