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FAQs

Frequently asked questions

 
Is the item I am interested in, in stock?
The product page shows you if the item is in or out of stock, if the item is out of stock you can click on the green notify me button top left of the page and enter your email address to be notified when it comes back into stock.
How long does it take for delivery?
Our standard delivery takes 7 - 10 days, we offer faster delivery for mainland UK orders. Alternatively we offer express delivery options including next day delivery. 
Do you deliver worldwide?
We have currently suspended deliveries to all EU countries due to the new Brexit legislation. We do ship outside of the EU and to the UK.
Do you offer discounts for larger orders?
Yes, you automatically get free shipping on orders over £100, for larger orders use the following discount codes:
5% off orders over £125 code: ONE25
10% off orders over £250 code: TWO50
15% off orders over £375 code: THREE75
These codes are not valid on SALE items on in conjunction with any other offer.

Payment questions

 
What forms of payment can I use?
We accept all major credit and debit cards. Maestro, Visa, Mastercard
We accept payment by PayPal.
Can I request a receipt?
A receipt will be enclosed with your order. If you would like a VAT receipt, please email us with your order number and we will email it to you.
Is your site secure?
Every time you enter an area of the site that has or requires sensitive information such as your credit card details, an icon at the bottom of your browser window, or at the top of your browser by the address bar, will appear that looks like a padlock to indicate that the site is secure. We retain your information for ordering purposes only.
Are my credit card details safe?
Credit and debit card details are collected within the secure part of the website.
When will the payment be taken from my account?
Payment will be taken at the time of ordering.
How safe is it to shop on this website?
We take security very seriously and offer a totally safe and secure payment system which meets the highest industry standards. In addition, we now offer extra protection with Mastercard Secure Code and Verified by Visa, the internet version of chip and pin. We do not hold your credit or debit card details on file.
 

Order questions

 
How do I keep track of my order?
On placing your order you will receive an email which will confirm the products that you have ordered. You will receive a second email notification when your order has been shipped.
Will I receive confirmation of my order and a receipt?
On placing your order you will receive a receipt in the form of an email confirming your order number, the products that you have ordered and their respective prices, the total cost of the order including delivery and the delivery address you have specified. 
What if the product I order is not available at the time?
The website will not let you order if an item is out of stock, you will be prompted to enter your email address to be notified when the item comes back into stock. Occasionally there may stock discrepancies on the website, if you order an item that is out of stock you will be notified by telephone or email by our customer care team.
Will my information be sold to third parties?
We will never share your confidential information with anyone in accordance with the Data Protection Act 1998.
I want to change or cancel my order / part of my order
If you wish to change or cancel an order then please get in touch via our website chat quoting your name and order number. We will do our very best to change / amend your order unless it has already been dispatched.
 

Delivery questions

 
When will my order be dispatched?
We usually dispatch within 2 -3 working days using either the Royal Mail or a courier service.
How much will delivery cost?
UK Delivery
  • FREE Delivery UK orders over £100
  • £3.50 Royal Mail (expected delivery date shown at checkout)
  •  £6.50 Evri (expected delivery date shown at checkout)
  • Premium delivery (1 - 2 days) £8.50 sent by Evri
  • Europe - we have currently suspended all deliveries to Europe
  • Delivery charges are determined by weight of parcels to Rest of World, delivery will be calculated at checkout.
  • Please allow up to 14 days for delivery.
 
The price of sending any order overseas is dependant on both the size and the weight of the parcel. All delivery charges are subject to change and our Customer Service Team will contact you before despatching your parcel should this be the case. All prices charged are in GBP.
 

Complaints Procedure

We believe in offering the highest standards of customer service. If we have done something wrong please tell us, as we would value the opportunity to put it right.
 

Pre-Ordering

If your order contains an item that is on pre-order, the full order will be placed on backorder and shipped once all the stock is available. If you require separate deliveries you must submit two separate orders.

Ordering Glass

If you are ordering glass items for your wedding please ensure that you have left plenty of time to get the goods to you. Due to the fragile nature of these items, it is inevitable that breakages will occasionally occur during transit. Whilst we are always happy to replace damaged items free of charge, please bear with us and allow a reasonable time for us to issue a replacement.

    RETURNS: Unwanted Items

    Please follow return instructions here https://www.theweddingofmydreams.co.uk/pages/returns

    Returns Policy

    We realise that shopping for items online can often be hard as you don't get the see and feel the product before buying.  Our returns policy is designed to allow customers to order what they like and look over the product in the comfort of their home.  If you decide you don't like the colour, shape, quality or general look of the item then you are welcome to return the item at your own cost. 

    Please note:

    • All claims for returns must be made within 14 days of receipt of goods, do not send anything back until you have contacted us for a returns number. If you send something back without a returns number we will be unable to tie this up to your account and refund you.
    • Once your claim is authorised the goods must be returned within 14 working days
    • Goods must be unused and in a resaleable condition
    • If it your responsibility to return the items at your own cost
    • If you are sending back glass, ensure that you have adequate insurance for shipping glassware
    • You must ensure any breakable items are well protected, we reserve the right to charge you for any returned items that arrive damaged or we are unable to sell
    • You must include returns documentation with your parcel so that we can identify it. This will be made available once a member of staff has reviewed your request.

      Received an incorrect/damaged item?

      Damaged items received / incorrect products received: please notify us immediately, we will arrange a replacement to be sent out, we will cover the costs of your return postage.

       

      How do I exchange a product?
      • We do not offer exchanges at the moment, please return you unwanted item via this link https://theweddingofmydreams.returnscenter.com/ and place a new order.
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