FAQ’s

General questions

The Item I want is out of stock, when will it be restocked?

We do a restock 4 times a year. Although dates differ, the stock is normally available for purchase in March, June, September and November. If you are curious about a specific item please reach our to our customer love team via email (customercare@catherinedeane.com) and they will be able to help you out.

 

The item I would like to buy isn't available in my size, can I order a different size and have it altered to my size?

We do a restock of products ever 3 months, but you're more than welcome to purchase a different size. Sadly if you purchase an item that is smaller than your size, this cannot be made bigger. If you were to purchase a size bigger than your current size, the rule of thumb is to only go 2 sizes larger as the alterations could get costly, with the pattern not turning out as intended.

Where can I shop Catherine Deane bridal?

You can either order online directly from us, visit our London Showroom or find a stockist near you. 

How do I to store a wedding dress?

Preferably hanging in a temperature controlled room away from direct sunlight. If you cannot hang the dress up, you can store it lying flat, However ensure you allow the wedding dress to hang a week or two prior to the wedding date (to air out)

What to wear under a wedding dress?

Seamless flesh toned underwear

How to clean a wedding dress?

Delicate dry clean only – Ensure you use a drycleaner who has experience with delicate fabrics.

How to remove static from the skirt

  1. You can purchase an anti-static spray for your wedding skirt off Amazon
  2. Lightly spray the material with a spritzer bottle and water
  3. You can also lightly spray the garment with aerosol hairspray ensuring you keep an armlength distance between you and the dress
  4. You can also use unscented lotion on your hands and lightly dust /rub down the material (NB do not use too much lotion)

Are all products eco?

We have reached our target to be 40% Eco, which includes all of our lining fabrics on our bridal collection being between 60% - 100% recycled yarns and specific Eco developments on shell fabrics. 
Read more about it on this link  https://www.catherinedeane.co.uk/pages/duplicate-from-eco

 

What is Catherine Deane's alterations policy? 

If our standard alterations on a garment purchased from Catherine Deane do not result in the fit you agreed upon at time of fitting, we will do another round of alterations at no charge to you. If our alterations damage a garment purchased from Catherine Deane, we will fix the damage or replace the garment at no charge to you. Because of the variability in construction, materials, and quality of garments purchased from third parties, we cannot extend this alterations policy to cover alterations on garments that were not purchased at Catherine Deane. ​

Why should I have my wedding dress and other garments altered at Catherine Deane? ​

Both UK locations has on-site alterations artisans who know our outfits inside and out, from the unique construction to the carefully crafted details.​

How long do alterations take?​

The best way to determine how long alterations will take for your garment is to schedule an appointment with our alterations artisans. If you found your dream outfits at Catherine Deane, we recommend making an appointment for your first fitting at the time of purchase. For wedding outfits, an alterations artisan will work with you at your initial appointment to create a specific timeline based on your event date. Please allow 8 weeks between the first and final fittings. If you need your alterations before 4 weeks, a rush fee may apply. ​

What happens at the first fitting?​

First fittings take about an hour for a full garment. You'll try on your garment, and a specialist will pin it to show you the best alterations for an ideal fit. For wedding outfits with a train, you'll see bustle options. ​

What should I bring to my fittings? ​

To ensure the perfect fit, bring the bra, shapewear, and shoes you plan to wear with your dress or garment. We will not be able to fit your garments if you do not have these pieces with you and you will forfeit your appointment fee.​

Who should I bring to my fitting?​

For brides with a gown featuring a long train, invite your maid of honour (or mum or trusted friend) to the final fitting so she can learn how to bustle your gown for the big day. ​

How much will alterations cost?​

Our goal is to perfect the fit of your garment while staying within your budget. Pricing varies based on the complexity of the alterations, so we'll need to see you in the garment before we can provide a price quote. An alterations specialist will work closely with you to discuss fit enhancements and personalization options. For wedding dress shoppers, remember to budget the cost of alterations and bustling when choosing a gown. For example, you might get a great deal on a clearance style that is not the correct size, but complex alterations could cost the amount you saved. Payment is due at the time of your first fitting. Additional charges apply to rush orders needed within 4 weeks or less.​

6 weeks + = no rush charge​

Less than 4 weeks = £50 rush charge​

Less than 3 weeks = £100 rush charge​

Less than 1 week = £150 rush charge ​

 Please contact us at Catherine Deane for a free alterations consultation. ​

What about pressing?​

Our alterations services include a professional press and steam. If you purchase your outfits and alterations at Catherine Deane, pressing is included.

 

I am a bit nervous to order such a special purchase online, is it safe?

We completely understand and we’ve got your back babe! You are more than welcome to book a virtual appointment with a stylist if you need some support from our side, but to help ease some stress you might be feeling over this. Please do note we offer a return and exchange policy which can be found on our Delivery & Returns policy page.

Looking for an item in a UK20 or UK22?

If you would like to order a UK20 or UK22, book an appointment with one of our stylist here and we can put in a request to get this made for you. *Please do note that there may be a surcharge for this and this may not be available for all styles.

Bridal

When should I begin my dress shopping?

To ensure that you’re not rushed with your decision-making in finding your dream dress, we recommend that you start your search in plenty of time. We aim to have stock on hand to supply our brides with their garments within a couple of weeks after they have placed their order or alternatively a QA order can be placed with a minimum lead time of 3 months up to 6 months depending on the time of year.

When is the showroom open?

Our London Showroom opening times are:

  • Monday 10am - 6pm
  • Tuesday to Thursday 10am - 8:30pm
  • Friday and Saturday - 10am - 6pm

Appointments are necessary so please do book before you visit us.

How do I book a showroom appointment?

You can book an appointment directly with us here.

Can I book a virtual appointment?

Yes, we offer virtual appointments for brides who can't make it to our showroom. Book your virtual appointment directly with us here.

How long will my appointment be?

Bridal appointments are for one hour. However, if you are not local to London and require more time, please do let us know so that we can accommodate your request.

What if I need to reschedule or cancel my appointment?

We know that emergencies can take place so we kindly ask for at least 48 hours-notice if you can’t make our date, and we will be happy to find another slot for you. Unfortunately, Saturday & evening appointments are non-refundable.

Can I bring guests to my appointment?

Yes! We allow a maximum of 4 guests per bridal appointment. Please ensure your guests are from your support bubble and adhere to the COVID-19 guidelines. 

Is there a bridal size guide?

Each garment has her very own individual size guide on the respective product page.

When will my size be back in stock?

Click the 'Notify Me' button on your desired item to be notified when it becomes available to purchase. Alternatively, contact our Customer Care team to enquire about availability by calling 0204 566 5755 or emailing customercare@catherinedeane.com.

Online Orders

What should I do if I have not received an order confirmation?

Please check your spam and junk folders. If you are still having trouble retrieving your emails from us, please contact our Customer Care team on customercare@catherinedeane.com.

    Can I have my items delivered to an alternative address to my billing address?

    Yes. There is an area within the checkout process where you will be able to add an alternative shipping address; please make sure you fill this in correctly as we will not be able to change the shipping address once your order has been dispatched. The alternative address will also require a signature upon delivery.

    Can I speak to someone about the styles I am interested in before I make my purchase?

    We've got your back, babe! Our team of bridal stylists are ready for you!  Chat to us in the instant chat bar in the bottom left corner or book a virtual appointment. Remember, if our stylists are in appointments they will pick up your message and respond to you ASAP.
    Email customercare@catherinedeane.com for more details.

    Book an appointment directly with us here

    What currency will I be paying in?

    All purchases will be charged in British Pounds.

    What do I do if I have received an item and it is faulty?

    In the unlikely event that you receive an item that is faulty, please contact our Customer Love Team and we will organise a replacement to be shipped out to you. Alternatively a full refund will be given upon the return of the item, should a replacement not be available. You can reach Customer Love Team via customercare@catherinedeane.com.

    I have changed my mind on my order, what do I do?

    Don't worry! If your order has not been dispatched, we will be able to cancel or amend your order instantly. Simply contact our Customer Care Team on customercare@catherinedeane.com 
    If your order has already been dispatched, you will have to wait for your order to arrive and then simply book a return at a cost of £20 if you make use of our return label.

    How do I log a return?

     We offer a free charge 14-day returns service.

    • Please exercise utmost caution and take extra care to prevent any contact with pet hair.
    • To return an order, please see our Shipping & Returns Policy for detailed steps. 
    • 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 any other enquiries, please contact our customer service team by emailing customercare@catherinedeane.com

    My transaction keeps getting declined, what am I able to do to resolve this?

    Not to worry, occasionally these types of transactions have been blocked by your bank. Give them a call to see if this is the case. You’ll be shopping again in no time.