Our Policy

PAYMENT
We accept payment via Credit Card (Visa & Mastercard only), Paypal. Payment must be made at time of purchase.  
Your gown/dress will not be ordered until payment is made as all gowns are made to order.

WEBSITE
Our site operates 24 hours, 7 days a week.  
Customer Service by telephone is available Mon to Saturday 9-5 Western time.  
Emails can be answered at any time.

DELIVERY TIMES
All delivery times given on our site are to be used as a guide only, delays may occur due to conditions out of our control such as shipping company turn around times etc.  We highly recommend that you allow ample time before your special occassion.

CONTACTING CUSTOMERS DURING PRODUCTION
Due to the large volume of customers and dresses we are unable to contact every customer during the production of their dress, however you are more than
welcome to contact us at any time to ask how your dress is progressing, simply send us an email or call us during business hours. We will however let you know when your dress is finished.

GOWN EMBELLISHMENTS
From time to time you may receive a dress that has an embellishment such as a brooch that is different to what is pictured on our site, this is due to the supplies that our manufacturer may have at the time of your gown production.  The embellishment will be matched as closely to the original as possible, this may also apply to some materials, beads etc.

CUSTOM MADE
All of our gowns are custom made to order.  This means that they are not mass produced and each gown is unique.  Although our manufacturer uses the same pattern for each gown there may be slight variations from gown to gown such as beadwork, embellishments, lace patterns etc, this is due to the manufacturers supplies at the time, slight variations do not warrant a return or refund.

FABRIC COLOUR
The colour samples are to be used as a guide only.  Each fabric roll may be slightly different as each dye batch roll can change.  If you are ordering bridesmaids dresses we highly recommend that you order them at the same time to avoid a difference in colour.  If you order one dress and then the rest at a later date we cannot guarantee the colour.  Please note that if you an unsure about colour we highly recommend that you
request a colour sample before ordering. Samples are not send out unless requested by the customer.

SHIPPING

We ship via UPS shipping company, this is the most cost effective way of sending your gown.
We can also ship to almost any country internationally, these orders are sent via UPS
Delivery time on your gown/dress will vary, as a guide most bridal gowns take 3-4 weeks, bridesmaids and flower girls are usually 3 weeks.  

REFUND/RETURNS POLICY
True Love Wedding Dress stands behind the quality of their gowns.  All gowns are checked for any manufacturing faults when leaving our premises. If you are not completely satisfied with the work of your gown you need to notify us by email as soon as possible (within 24 hours) and return the gown to us within 2-4 working days so that we can check it. Please note that we cannot refund and money until we are able to determine that we are at fault.

The return policy only applies under the following conditions:

1. You must notify us in writing (email) within 24 hrs of receipt of your gown to request a refund. We will then provide you with a return confirmation number and form to be completed by you. The gown/s must be shipped back to us within 2-4 business days from the date it was delivered to you. All shipping costs in the return of the gown including insurance are the responsibility of the customer. Under special conditions we may grant additional time but this will be via prior approval. After this period the gown will not be accepted for a return.

2. The gown must be returned in the same condition that it was in when received. True Love Wedding Dress will inspect the gown on its return, we will check that the tags are still attached and that there are no marks or smells such as cigarette smoke on the gown, if all is satisfactory we will then credit the customer the appropriate amount of the refund. We will make every effort to do this within 48-72 hours after the gown has passed our inspection.

Our return policy is tightly controlled in order to maintain the quality and integrity of our gowns. 
When a customer receives their gown we request that they immediately try on the gown and make all inspections as soon as possible.

Returns only apply to the following
1. A manufacturing fault, please note that images are taken of your gown/dress before leaving our premises so we have a full record.
2. Wrong Colour received - please note that this does not apply if you have selected a colour from a sample that you have received and the colour is slightly lighter or darker, each dye batch can vary in shades.
3. Wrong Standard Size received, eg you have ordered a size 14 and you have received a 12, this does no apply if you have choosen the wrong standard size.
4. Made to Measure gowns - only if the manufacturer has not made the gown to the specific measurements that you have provided.  This does not apply if you have given us the wrong measurements and the gown does not fit you.

Please note: If you have selected a standard size and it does not fit you your gown is non refundable, it is your responsibility to ensure that you have picked the correct size. Details on how to work out your size can be found on our site.

STANDARD SIZING
To work out your size please refer to our size chart on our site.
You will need to measure your bust, waist and hips and then compare it to our chart, if you are in between sizes please choose the larger size.
Our manufacturers use a different sizing method to your regular clothes size so it is really important to select the correct size.
It is more than likely that alterations will still need to be done when you receive the gown as it may not fit you exactly.
We do not do alterations, you will need to take your gown to a professional to have it altered (this does not apply to made to measure gowns).
We do not charge extra for plus sizes.

PLEASE NOTE:  We will confirm all of your gown details with you before processing your order.  Once we have confirmed all of your details and production of your gown has begun we cannot make any changes to your gown so please choose very carefully. If you cancel your order once the gown is under production you will default 50% of the purchase price.

MADE TO MEASURE GOWN
VERY IMPORTANT!
There are no returns/refunds on made to measure gowns unless our manufacturer has not made the dress to the measurements that you have provided.
We highly recommend that you have your measurements taken by a professional dressmaker or seamstress, so that your measurements are exact. This will avoid any disappointment of a gown not fitting you properly.
It will be your responsibility to provide us with the correct measurements as these will be used to manufacture your gown.
Please note - Gowns that are made from the wrong measurements supplied by you cannot be returned or refunded. 
If you believe that your gown has not been made to the measurements that you have provided you will need to send the dress back to us for an inspection so that we can determine if there is a sizing problem.  If we find that an error has been made on our part we are happy to have the dress altered for you, you must however leave enough time before your special ocassion for us to do so, alterations can take up to 28 days. 

COMPLAINTS
We are happy to discuss any complaints that you may have, however please note that we will not tolerate any abusive language or threats from any customer, all complaints are handled in a civil manner as we are here to help all of our customers.  If a customer does not comply to these conditions all communication will cease immediately.