Frequently Asked Questions
Have a question on placing your order, delivery or something else? Please view our answers to frequently asked questions below.
How can I contact you?
Do you have a showroom for me to try on your accessories?
We’re online only so don’t have a physical showroom for you to try pieces on. If you would like any specific guidance on any of our pieces, please get in touch as we’re always delighted to help. Also, on our product pages, you will find a Product Q&A section for you to ask any questions and view the answers to any previous questions that other customers have asked.
I have seen a product but it no longer seems to be in stock. Can you help?
If an item has a lead time stated on the product page, it means that we have currently sold out of stock (but may have stock due to arrive) or it’s currently available on a made-to-order basis. If you need the item earlier than the lead time stated, please get in touch to see if we can help.
If an item you wish to purchase is stated as being out of stock, it may be a discontinued product. Please contact us if you would like to find out if we’re likely to have further stock in the future.
Do you offer a bespoke service?
At this time, we’re currently able to customise existing designs (e.g. change sizing or crystal colour). Please contact us if you'd like any further information.
Do you offer a shoe dyeing service?
Whilst we do offer dyeable wedding shoes, we do not currently offer a shoe dyeing service. However, we can email you details of a specialist company that can dye your wedding shoes for you. Please contact us if you would like more details.
How do I place an order?
We accept online orders or orders by phone (01925 357488).
What forms of payment do you accept?
We accept Visa, Visa Debit, MasterCard, Maestro, American Express and PayPal.
Do I need an account to place an order online?
No, you are not required to set up an account on our website to place an order.
Do you accept international orders?
Absolutely! Delivery to Europe is £7.95 and £14.95 to the Rest of World. Delivery timescales are 5-7 working days to Europe and 7-10 working days for Rest of World.
What’s your policy on ordering multiple items to try on?
We understand that it is helpful to try on a variety of pieces (especially if your fitting/trial or wedding date is imminent and you have yet to make a decision on accessories!). However, we respectfully ask that you limit any single order for the same type of item to 2 items only - for example, 2 headpieces.
We very much want to help as many brides as possible, and as a small business, it’s impossible for us to hold huge amounts of stock across all styles.
Returning and ordering alternatives is absolutely fine, of course, as is ordering multiple items across different product types - for example, 2 headpieces, 2 bracelets, 1 belt.
Thanks so much for your understanding, and please contact us if you would like any advice on styles or sizing – we're always happy to help.
What if only part of my order is in stock?
If your order includes both stock items and made-to-order/out of stock items, we will usually send out the entire order together. Please contact us if you would prefer for any of the items to be dispatched earlier.
What happens if I notice that my personal details are incorrect after I have completed the ordering process?
If you realise your personal details are incorrect once you have completed the ordering process please contact us at firstname.lastname@example.org or 01925 357488, ensuring you provide your order number. Whilst we can't guarantee that we'll be able to rectify the issue, we will try our best to amend your order.
My payment method was not accepted, but I know that have funds in my account. Can you please help?
Please contact us on email@example.com or 01925 357488.
How do I change my currency online?
Yes, you can view product prices in USD, AUS dollars and euros, as well as the default GBP pounds.
Can I amend my order after it's been placed?
In most cases, we will be able to amend the order, but if the order's already been processed, then this may not be possible. Please call or email us in the first instance, and we'll try our best to help.
I placed an order but did not receive an email confirmation.
Please check your junk and spam folders; this is the most common reason for not receiving emails. We recommend you add our email address firstname.lastname@example.org to your address book to ensure you receive all future emails from us. If you’re still having trouble locating your emails, please get in touch with us on 01925 357488.
I put something in my shopping bag, why is it no longer there?
After a certain period, shopping bags are emptied. Please re-add items to your shopping bag.
How long will it take for my order to be delivered?
If your order is in stock, we will usually dispatch in 3-5 days. Express delivery (on orders placed before 1pm) takes 1 working day. For international orders, your order will take 5-7 working days to Europe and 7-10 working days for Rest of World.
If your order includes any items that are made-to-order, then your order will be dispatched once all the items are in stock. The timescale for made-to-order items is stated on the product description. Once your order is due to be dispatched, we will send an email to you to notify you that your order is on its way.
How much is delivery?
Standard delivery is free for orders £100 and over and £4.95 for orders under £100. Express delivery is £7.95. Delivery to Europe is £7.95 and delivery to Rest of World is £14.95.
Can you deliver to a different address than my billing address?
Yes, you can have your order delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company/organisation in the address field. Please also note that all our orders will need a signature on delivery.
Who do you use for delivery?
We normally use Royal Mail for our deliveries, but do, on occasion, use other delivery services/couriers.
Do deliveries require a signature?
To ensure the security of your order, a signature is required when a delivery is made. If there's no one to accept the parcel at the time of delivery, Royal Mail (or other delivery service) will leave a card for you to arrange collection or redelivery.
How do I return an item to you?
We want your purchase to be totally perfect for you. We’re happy to accept the return of unsuitable items as long as they are returned in original condition and packaging (within 14 days of receipt for UK customers and 21 days for non-UK customers). For hygiene reasons, earrings for pierced ears and knickers are excluded from our Returns Policy.
To return your order, please email email@example.com. We will supply you with a Returns Form to complete and return with your order.
View full details of our Returns Policy.
How long does a refund take?
We will process the refund due to you as soon as possible (and, in any event, within 30 days of the day we received your returned product). We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Will I be charged a restocking fee on my return?
No, we do not charge restocking fees on any returns at all.