Delivery & Returns

 

Gift with Purchase
Any free gift with purchase must be also returned with purchased product within returns window in order to be eligible for refund. Accessory gift with purchase is only available to sales made through our website.





Alterations to your Catherine Deane style
Alterations to achieve the perfect fit are very much a part of the Bridal journey and for this reason, all Catherine Deane bridal styles are designed with easy alterations in mind.
If upon receiving your Catherine Deane style you decide that alterations are needed - please note that this will be at your own cost, so please factor this into your wedding dress budget.
For those with easy access to London, we have an in-store alterations specialist who is on hand for alterations and advise on Catherine Deane styles purchased through the website. Please note this is a billable service and the charge may vary depending on the level of work required. If you would like to book to see our in-house alterations specialist, please email customercare@catherinedeane.com to secure your appointment. 
 
For those who cannot travel to our London Boutique, we are unable to offer any in-house alterations. However, our Customer Service team of dedicated stylists are on hand to offer advice and guidance on how you can adjust your Catherine Deane style should you choose to work with an alterations 3rd party.
Please email customercare@catherinedeane.com, and our stylists will assess your unique situation. Please be aware that we do not take responsibility for any adjustments or alterations needed and are not liable for any issues that arise from 3rd party alterations. Your style will no longer be eligible for return or exchange if an alteration has taken place.

 

Returns & Exchange Policy
If you require a different size to get your perfect fit, or wish to return your garment, please read the following instructions:
You have 14 days from receiving your order to arrange your return or exchange. It needs to be on the wat=y back to us within this timeframe. It is the responsibility of the customer to let us know within this timeframe if there are any issues with your return. Returns outside of this window will not be accepted. All returns & exchanges are subject to the following conditions:

  • Item(s) are in new and unworn condition as they were sent out, undry-cleaned and unwashed.
  • Please take care not to wear perfume, cologne or anything else where a scent or odour may leave a scent on the product.
  • Please take care to ensure the garment is free of makeup, pet hair and other marks.
  • All correct garment tags and packaging are in place and attached.
  • Item(s) must be returned with security tags attached.
  • Item(s) must have been purchased from catherinedeane.com.
  • All orders need to be returned from the country that which they were originally delivered to.
  • Exchange can only be for a different size in the same product ordered.

Any existing damage or issues with your order upon receipt need to be flagged with our customer service team within 48 hours of being delivered. Failure to flag any issues may result in a return not meeting our returns policy above.

 

Sale Items
The special SALE category contain some of our favorite items with only selected sizes available. If you are planning on returning your item please make sure that you do so within 14 days from receiving your item from the Sale Category. No returns or refunds will be accepted on these items after 14 days.


Return Instructions

  • Please review ensure your return is within policy. the Returns & Exchange Policy above.
  • We offer a 14-day returns service at a £20 service charge which will be deducted from your total return amount for this service. 
  • To return an order, follow the steps below:

a. Locate your free FEDEX return label within your parcel.

b. Attach this return label to your parcel.

c. Contact your local FEDEX office and quote the waybill number.

d. Request for a driver to collect your parcel 

e. The waybill number is the long number found, under the barcode, on the return label. 

  • PLEASE NOTE: Refunds can take up to 14 working days to show in your account, once the item has been processed by our logistics team and a refund notification has been sent to you via email (this period is dependent on your card issuer). 
  • Failure to follow the above instructions that result in you return arriving outside of the returns window may result in your return not being accepted.
If you wish to use an alternative method to return your order, please send your item to the below address and send your returns request and tracking information to customercare@catherinedeane.com.  Please note we are not liable for any loss or damage, any incurring duties or taxes, or any delays if you choose to send using alternative means. Orders sent in this method are still liable to follow our returns policy above, and be sent within our returns policy window.
Catherine Deane Returns & Exchanges,
Unit 210, Metropolitan Wharf Building,
70 Wapping Wall,
Wapping, E1W 3SS

For any other enquiries, please contact our customer service team by emailing customercare@catherinedeane.com.

For more information on how to return your garment with FEDEX please check their website HERE.

 

Exchange Instructions

 

  • Please review the Returns & Exchange Policy above to ensure your exchange is within policy.
  • To initiate an exchange, follow the steps below:

a.Contact us at customercare@catherinedeane.com or follow this link HERE for our team to check the availability for you. If your item is available it will then be reserved for you. Our Customer Service team will then send you a FEDEX label to return the unwanted item.

b.Attach the return label you received from the Customer Service team.

c.Contact your local FEDEX office and quote the waybill number.

d.Request for a driver to collect your parcel

e.The waybill number is the long number found, under the barcode, on the return label. 

If you wish to use an alternative method to return your order for exchange, please send your item to the below address and send your tracking information to customercare@catherinedeane.com.  Please note we are not liable for any loss or damage, any incurring duties or taxes, or any delays if you choose to send using alternative means. Orders sent in this method are still liable to follow our returns policy above, and be sent within our returns policy window.

Catherine Deane Returns & Exchanges,

Unit 210, Metropolitan Wharf Building,

70 Wapping Wall,

Wapping, E1W 3SS

If you wish to return an exchanged item, please refer to Returns & Exchange Policy above. Please be aware returning an exchanged product will be at your own cost and responsibility, and we are not liable for any loss or damage, any incurring duties or taxes, or any delays during shipping.

For any other enquiries, please contact our customer service team by emailing customercare@catherinedeane.com

For more information on how to return your garment with FEDEX please check their website HERE

 

 


DELIVERY
  • You will receive an automatic confirmation email once you have placed your order.
  • A dispatch notification email will be sent to you with a tracking number.
  • If you have not received any of these, please check your junk folder, as they may have landed there.
  • Orders are processed and dispatched usually within 10-14 business days and will require signature on delivery.
  • Once orders are dispatched form our showroom, you should receive your order within 1 – 2 working days. 
  • If you are not at the delivery address on the day of delivery, you will receive information from the courier with instruction on how to retrieve your order.
  • All deliveries are insured whilst being shipped.
  • Once the package has been signed for, items then become your responsibility.

 

SHIPPING FEES
  • A refundable shipping fee of £15 will be charged on all orders in the United Kingdom.
  • For customers in locations outside of the UK, please contact our customer love team by emailing customercare@catherinedeane.com