Craft and Gift Shop

Website Terms & Conditions

Orders

How can I pay? We accept most major debit and credit cards.

Is it safe to order online with us? Yes it is. We use Sagepay to process your payment and they are the UK’s most recommended payment gateway provider. Sagepay has a level one Card Data Security Standard.

I am having technical issues. If you experience any problems whilst processing your order please contact our Customer Care Team on: info@ballgowndivas.co.uk or telephone 01482 679322

How do I use my promotional code or gift voucher? Enter the code at the checkout and click update. Only one promotional/discount code can be used per purchase. Promotional and discount codes cannot be used in conjunction with any other offer and cannot be used to buy gift vouchers.

Can I amend my order? One your order has been completed it cannot be amended or changed but you may be able to cancel it.

Can I cancel my order? You have 24 hours to cancel your order via email unless you have chosen next day delivery where the item is dispatched almost immediately, in which case you can return the item within the normal time frame stated under ‘How long do I have to return an item?’

My order has not arrived yet. If your item has not arrived within the stated period please contact the Customer Care Team.

I have received a faulty/ incorrect item or I have an item missing. Please contact the Customer Care Team.

The item I like is not in my size/colour. Please contact the Customer Care Team as some dresses are available to order as a ‘Special Order’.

What is a Special Order? If you require a size or colour that is not available in our shop we may be able to order it from our supplier as a ‘special order’. Special Order dresses are non returnable.

Gift Vouchers.

Do you do gift vouchers? Yes we do – just click on the gift voucher symbol on any page. Decide how much you want to spend, fill in the recipients email address and complete the checkout.

Do you do paper Gift Vouchers? No – we only do email vouchers but these can be printed off and brought into the shop.

Can I cancel a voucher? You can cancel a voucher within one hour of purchase.

Do you do vouchers in different currencies? No we only do voucher in GBP at the moment.

Can I return items bought with a gift voucher? Yes – the standard returns policy applies. If you paid with a combination of card and gift voucher, the card amount will be refunded first and the balance as a gift voucher.

Deliveries

Standard Delivery – Free (up to 5 working days) Next Day Delivery - £7.95 (see terms)

What is standard UK delivery? This service is free and parcels are delivered up to 5 working days from receipt of order.

What is next day UK delivery? If you place your order before 1pm and select day delivery, you will receive it the following day. Orders placed after 1pm will not be sent until the following day.

Do you deliver to work addresses? We do – but you need to be confident that it will be received for you as the parcel will be delivered to the place and not the person.

When we I know my parcel is on its way? We will send you an email telling you we have dispatched it.

Can I track my parcel? If your item has been sent using a trackable service we will send you the tracking number with your dispatch email.

What if I am not in when my parcel arrives? You need to sign for your parcel when it arrives. If by chance you are not in the courier will try to deliver it again or leave a card stating how to arrange a delivery.

Can I amend my delivery address? We are unable to change or amend any part of the order once it is complete.

Returns

How long do I have to return an item to you? We will accept returns up to and including 14 days from the day of delivery. Special orders are non returnable.

How do I return an item? Simply return the item to the following address within the specified time, using any postal service. Remember to use a service that requires a signature and includes insurance as responsibility remains with you until we have signed for it.

Remember to enclose the printed returns note with your item or it may delay processing.

We try hard to accept all returns but returns must be in original packaging and in original condition with all labels intact. In the unlikely event that an item is returned in an unacceptable condition the item may be returned to you.

Shop address

I have lost my returns note, what do I do? Click here for a copy of the returns note.

Have you received my returned items? As soon as your item has been received we will email you a confirmation. In the unlikely event that you haven’t received an email within 10 days of returning your item, please contact the Customer Care Team.

How do I change my item for a different one? Simply return the item you have and order a new one in the normal way.

Refunds.

How long before I get my money back? A refund will be issued to the original payment source within one working day from receipt of the items but may take up to 3 days to appear on your bank account.

I have been refunded the wrong amount. Please contact the Customer Care Team.

Will you refund my delivery charge? No – we will not refund any delivery charge unless the item is incorrect or faulty.

The price has changed since I ordered my item. Your item will be refunded at your purchase as long as you have included your order number on the returns note and sent it with the item. If the order number is missing it will be refunded at the current price.