Delivery & Returns

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 advice 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 and your order will need to be the way back within this window. 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.

LAST CHANCE TO SHOP

The special LAST CHANCE TO SHOP category contain some of our favorite items with only selected sizes available. If you are planning on returning your item please make sure that it does not fall under the Last Chance to Shop category. No returns or refunds will be accepted on these items. 

 

Return Instructions

  • Please review ensure your return is within policy. the Returns & Exchange Policy above.
  • We offer a 14-day returns service at a $45 service charge which will be deducted from your total return amount for this service. 
  • To return an order, follow the steps below:

a.Email customercare@catherinedeane.com to request a return and receive your FEDEX returns label.

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. 

  • 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.

    • Arcangel Limited
      Unit 23, 2/F, Shing Yip Industrial Building,
      19-21 Shing Yip Street,
      Kwun Tong,
      Hong Kong       

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

    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)

    For full delivery and returns terms & conditions, see our Terms & Privacy page. We endeavour to reply to emails and voicemails within 48 hours.