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 to buy from?


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

 

How 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


Do you do alterations?
Unfortunately, we do not offer in house alterations, but please see below details of two other trusted companies we recommend.

Nicola Donati

tailoring@nicoladonati.co.uk

02072456414

SW1X 8ES

 

Alterations Boutique

info@alterationsboutique.co.uk

02077244147

W1H 7RS

 

 

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.

 

 

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.

When is the showroom open?

We are open Tuesday to Thursday 12 pm – 7 pm and 10 am – 5 pm on Fridays and Saturdays.
Appointments are necessary so please do book before you visit us.
There is a £20 booking fee for Saturday and evening appointments only.

 

Can I book a virtual appointment?

Book an appointment directly with us here.

 

Can I book a showroom appointment?

Book an 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. 

 

Do you charge for appointments?

We charge a £20 non-refundable fee for Saturday and evening appointments only. 

 

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 via our free returns service.

 

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.