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Standard Size Dresses
For any standard size dress ordered you are able to return for a replacement or refund, less delivery, handling, and insurance, however you must notify us within 48 hours and return the dress to us within 7 days. We are unable to accept returns outside of 7 days and you will be responsible for any return-shipping charges. If you require a replacement dress this will require a further 5 – 6 weeks, as all dresses are made to order.
If you wish to return an item you must email our Customer Service department within 48 hours for a Return Authorisation Number (RAN). No refund will be forthcoming without a RAN. You can expect a refund in the same form of payment originally used for purchase within thirty days. If you fail to contact us for a RAN, any goods that are returned without prior authorisation from us, may incur an administration charge. This charge will be 30% of the total cost of your order. Do not return any goods unless you have been authorised to do so. All goods must be returned at the sender's expense.
For your protection we recommend that you use a recorded delivery service, as we cannot offer refund or replacement for any goods that are lost in return shipment to us. If returning items to us, they must be in original shipped condition, unworn, unaltered, and have all original packaging. The package should be secure as it may not be possible to offer a refund or replacement on goods that are damaged during return transit. The buyer will be charged for the garment box if it is not returned. We must receive goods within 7 days from receipt of goods with your RAN. True Reflections Wedding Dresses will not refund any returns that are received after this time. Any goods received after this period will be returned at the sender's expense.
You must mark your parcel clearly as "Returned Goods" and must include the delivery note that was shipped with your order and indicate clearly the reason for return.
To avoid disappointment, please make sure you are certain on the dress style, fabric and size before ordering.
Physical Condition: All items must be returned unworn, unsoiled, undamaged and unaltered with original hanging straps, tags still attached and uncut, hangers, and protective covering where applicable. Items washed, dry cleaned, or otherwise handled are not refundable. Items returned in unacceptable physical condition (e.g. torn, stained, streaked) are not refundable. Please treat the returned item with the same care in which you received it.
Please note that rush order charges are not refundable.
All goods should be returned to: True Reflections Wedding Dresses, International House, 221 Bow Road, London, E3 2SJ
Custom Made Dresses
Custom sized, made to measure dresses cannot be returned for an exchange or refund. It is your responsibility to ensure you order the correct size, length & colour. We cannot accept returns if you do not like the dress, ordered the wrong size, made an error when measuring etc. We are happy to assist you with this by checking the relevant size charts and offering useful information to assist you in making your choice. If you do not have your measurements taken by a professional seamstress, we cannot be held responsible if the sizing is inaccurate. This is because the dress is not in stock and is ordered especially for you in the size & colour you require. Please refer to our How To Measure Guide.