Delivery & Returns

DELIVERY

  • You will receive an automatic confirmation email once you have placed your order.
  • A dispatch notification email will be sent to you with a tracking number.
  • If you have not received any of these, please check your junk folder, as they may have landed there. 
  • Orders are processed and dispatched within 10-14 working days and will require signature on delivery.
  • Once orders are dispatched form our showroom, you should receive your order within 1 – 2 working days (please make allowances for delays due to COVID-19)
  • If you are not at the delivery address on the day of delivery, you will receive information from the courier with instruction on how to retrieve your order.
  • All deliveries are insured whilst being shipped. 
  • Once the package has been signed for, items then become your responsibility.

 

 

SHIPPING FEES

  • A non-refundable shipping fee of £15 will be charged on all orders in the United Kingdom. 
  • For customers in locations outside of the UK, please contact our customer love team by emailing customercare@catherinedeane.com

 

 

CANCELLATIONS 

  • Refunds on orders that are cancelled on our Ecommerce site can take up to 14 working days to show in your account (this period is dependent on your card issuer).
  • A refund notification will be sent to you via email.
  • Should your order already be in transit to you, cancellations will unfortunately not be possible and the item will need to be returned once received. 

 

 

EXCHANGES

  • Should you wish to exchange an item, you can contact us prior to returning the item, to check availability of the desired exchanged item.
  • Exchanges are only available for size exchanges in the same product.
  • Should no size be available, the product needs to be returned and refunded and a new order will need to be placed.
  • Should we have the item available in stock, please fill in the returns card to initiate the exchange process. 
  • The original order needs to be returned within 14 days returns period in perfect condition, with no damages or marks to receive the exchange.
  • Once the item has been processed by our logistics team as back in stock, we will ship out the new item to you.
  • You will receive tracking information via email of the new shipment. 
  • Exchanged items have complimentary shipping.
  • We do not provide a returns label for an exchanged item, as these items are not returnable, however this does not affect your statutory rights.
  • If you wish to return an exchanged order, this is at your own cost and responsibility. 
  • For exchanges, refunds or advice, please contact customer care by emailing customercare@catherinedeane.com

 

 

RETURNS

  • We offer a free of charge 14 day returns service.
  • To return an order, follow the steps below:
  1. Attach the return label you received with your deliver to the package.
  2. Contact your local DHL office and quote the waybill number.
  3. Request for a driver to collect your parcel (this is free of charge)
  4. 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)

 

To request a new label or for any other enquiries, please contact our customer service team by emailing customercare@catherinedeane.com

 

 

REFUNDS

  • To qualify for a full refund, items must be unworn, without damage and returned in the original packaging within 14 days of when you received it.
  • Shipping charges are non-refundable.
  • All refunds are insured  by us from the moment they are collected from you by the courier.
  • If brides are experiencing any problems in returning/exchanging the items in the 14 day return window they need to contact Customer love by sending an email to customercare@catherinedeane.com explaining the situation so an alternative arrangement can be agreed.
  • For any late returns without prior agreement, refunds will be deducted 10% of the purchase amount for every week that passes. For example, if it is 3 weeks late, your refund will be deducted 30%.

 

For exchanges, refunds or advice, please contact customer care by emailing customercare@catherinedeane.com

     

     For full delivery and returns terms & conditions, see our Terms & Privacy page.

    We endeavour to reply to emails and voicemails within 48 hours.