FAQs

Why are your prices so competitive?

True Reflections Wedding Dresses (TRWD) is a first line distributor, which means that we take delivery of our range of dresses directly from the manufacturer.  Buy selling online we operate at a lower overhead than a retail store.  This allows us to cut out any third party resellers and can pass the savings directly onto our customers.  We pride ourselves on being able to offer our customers high quality wedding dresses at prices to suit your overall wedding budget!

Is it safe to buy from your online store?

Buying online can be nerve racking for most at the best of times, as you want to ensure that you take sensible precautions to ensure that you receive what you ordered.  Our online payment system uses the PayPal account management to ensure your privacy and security.  All debit and credit card information is submitted with the highest level of security with encryption technology.  Do not hesitate to contact us by email for any reassurance that you may require and we will be pleased to answer your questions.

How long will it take for my order to be processed and delivered?

Once you have submitted your order it will normally take 2 working days for us to process the order and send through to our manufacturer.  As all dresses (standard and custom sizes) are made to your order delivery of your dress can take up to 6 weeks.  Please place your order as early as possible in advance of your wedding date.  By doing so, you will allow more time for production and shipping.  It also offers you a comfortable time frame to accommodate any alterations if necessary.  We require all orders to be placed online through our electronic system to avoid any errors.

Is my delivery insured?

Yes, all our products are insured when in transit to you.  All items are sent via the Royal Mail's Special Delivery Service and fully insured to the value of the order.  Special Delivery orders are guaranteed by the post office to arrive the next day after dispatch.  In the rare event of any product failing to arrive or being damaged during transit, you are fully covered.

Can you offer rush orders?

Rush orders may be possible, depending upon current demands, but always Contact Us first before placing your order and we will confirm likely delivery dates.

Do you deliver outside of the UK?

Yes, we can deliver to various countries around the world, please see our Delivery Information page for more information and delivery charges.

How will my dress be shipped?

All dresses are dispatched in a suitable garment box to ensure that it reaches you as safely as possibly.

How do I decide what size to order?

Each manufacturer offers their own size chart, which reflects how they cut their sizes.  Please see the Size Guide on our site.  It is important that you follow the chart to best determine your size.  Keep in mind that the measurements are taken to determine the closest size to be ordered and that the garment will not be custom-made to the exact measurements for standard size dresses.  Almost every gown, whether purchased online or in a store will need some type of adjustment.

Prior to selecting your size to order, we suggest reviewing the information provided in our How to Measure section.  If possible try and have your measurements taken by a seamstress or tailor.  If you do not have access, ask someone who is familiar with sewing.  Please do not measure yourself!  Physically measuring yourself will result in inaccurate numbers and can lead to disappointment.  The manufacturer will be unable to accommodate any changes to the size once the order has been placed.  The customer is responsible for the size ordered.  TRWD cannot assume any responsibility for measurements.  

What sizes do you offer?

We specialise in wedding dresses for the larger figured woman, therefore our standard sizes start at size 16 (UK) up to size 38 (UK).  All our sizes are displayed in our Size Guide section in US, UK and European sizes.  All sizes are shown in inches.  We can also tailor any of our dresses to your exact measurements, to find out how to measure yourself accurately please take a look at our How To Measure section.

How many colours can I choose from?

Our wedding dress standard colour choices are white and ivory.  However if you would like your dress ordered in a different colour please contact us and we will see if we can accommodate your requirements.

Can I try before buying?

At present our dresses are only available through our website but we are in the process of launching new UK retail outlets.  Keep an eye on this website for more news soon.

What is your return policy?

All sales are final and cannot be cancelled at the point of purchase.  Due to the special nature of our merchandise, we will not accommodate exchanges, however, refunds may be granted under special circumstances.  In addition, our vendors are unable to cancel or make any changes or modifications to any order once it has been placed. Please be sure of the style, size, colour, and any other specifications before submitting your order.  Please see our Returns Policy page for further information.

How do I pay?

The payment of your order is due in full at the point of purchase.  To ensure security all payments are processed through PayPal who are our payment provider.  PayPal process transactions on our behalf through their secure and encrypted site.  Through PayPal we can accept Credit / Debit cards and PayPal money transfers.  If you don’t have a PayPal account and want to pay with a card then don’t worry you can still pay us through PayPal without having or needing to setup an account.

What if my payment is declined?

Orders are not processed if the payment is declined.  It is the customer's responsibility to contact the Customer Service Department if their payment is declined.  We will then verify the payment status and instruct our customer to resubmit the order.

What kind of currency do you accept?

At present, we accept British Pounds.  If you are ordering from another country, your credit card statement will reflect the converted amount based on your bank's exchange rate on that day.

How will I be notified of my order status?

We contact our customers by email at various points of the order process. It is imperative the customer includes an email address on their order.  The first email is sent immediately after an order is submitted to confirm your order is in our system.  The next email is sent 2 business days thereafter to confirm your order has been placed with the manufacturer.  A shipping confirmation email will be sent when your order is shipped from our location and will include the tracking number.  If you require any additional information during the order process, please Contact Us for assistance.

Do I have to pay import duties or VAT on top of the asking price?

No, if you are a UK resident, there are no hidden charges, you choose your dress at the price displayed and then you only have to consider the delivery charges.  Customers wanting deliveries outside of the UK should enquire about any possible import taxes from their local authorities.

How do I contact Customer Service?

For all general inquiries, please email Customer Service at customerservices@trweddingdresses.com.  To check the status of an order, please log into your account and view the order status or simply contact Customer Service at anytime.