Due to the fact that all our garments are made to order, if we do not have the item that you require in stock it can take up to 14 working days to reach you. Because of this we would advise you to place your order 3 weeks before you require the garment, to ensure it reaches you in time. However, if you need a dress for a particular date which is within 14 working days, please inform us of this and we will do our very best to have it sent to you in time.
Please note that international orders may take longer to reach you depending on postal services available. Please do not hesitate to contact us if you would like more information on this.
All our garments are sent using Royal Mail Special Delivery service or DPD Next Day, so that they reach you the next working day and have adequate insurance. Due to this method of postage, delivery charges can vary due to the weight of the package.
If you wish to track your order once it has been sent do not hesitate to contact us and we will issue your tracking number.
We offer a 100% guarantee that if you’re in any way dissatisfied with the goods you have ordered, we will exchange them or give you a full refund for the items, provided that they are returned within 14 days of delivery in their original condition and packaging, unworn and unwashed with all tags intact. Any garment returned worn or without tags intact will not be accepted for refund or exchange.
Please advise us the reason for return by contacting us via Whatsapp, +447818755733, within 7 days of delivery of your item. You will then have a further 7 days to return the item. You must return the goods in original packaging, with returns slip enclosed. We cannot process refund without this information. Please note all refunds will exclude original delivery charge. All refunds will be credited to the purchaser’s original method of payment.
The address for all returns is:
Francesca Couture, Unit 20 Metquarter, 43 Whitechapel, L1 6DA
Should you request replacements for returned items, you will not be charged again for delivery. Express delivery of replacement items may be requested at the time of return provided we have item in stock and the difference will be charged to your card.
If you require a garment to be changed for another size or style, please state this on returns form AND via Whatsapp, +447818755733, and we will process this once we have received your original purchase. If we do not have the new item in stock then the new item could take a further 14 days to reach you. Please confirm this with us before you return the item if you need the garment sooner. Alternatively we can alter the garment to suit your requirements if you so wish.
Please ensure that when returning garments that you send them in their original packaging, with returns form enclosed inside. We also ask that you return them via a reliable source of postage, preferably signed for as any items lost in transit will not be insured by ourselves and not accounted for. We do not take responsibility for any items until it reaches us, neither are we responsible for the cost of returning the item.
Please note that no refunds are given on garments purchased in store, though we are happy to exchange, issue a credit note or alter garments within 14 days of purchase with a valid receipt and no signs of wear.
Bespoke or made to order garments cannot be returned, exchanged or credited as they are made specifically for the customer. Please ensure that you are 100% satisfied with the garment before you leave the store.
Any Bespoke items purchased via Telephone in any circumstance will not be eligible for refund, exchange or credit, as they are made specifically for the customer with the measurements given to us. Although we will offer an free alterations service should they be sent back to us within 14 days.
All deposits are non-refundable and non-transferable.
Return of Faulty goods
Should you consider any items you receive to be faulty, you should return them to us with a clear explanation of the problem. When we receive the item then we will investigate the problem, and contact you to agree the most appropriate solution. Garments that have already been worn and do not have tags intact will not be eligible for a refund, though we will exchange or repair any faults. Any items with imperfections which have occurred within 2 months of purchase due to wear and tear, will not be offered an exchange though where possible we will offer to have the item fixed.