As your gown is made especially for you to your gown size ranges and height, we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault. We ask that you ensure your measurements are correct prior to your lock in date, and we do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault). All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your gown on as soon as you receive it. In the unlikely circumstance you have concerns regarding the fit of your gown, you must contact our Customer Experience Team (email@example.com) within 7 days of receiving your order. If for any reason there is a manufacturing fault, postage will be covered by GRACE. You will need to provide updated measurements and images for our production team before the gown is returned. If you wish to cancel your order before locking-in your measurements, the cancellation fee will be applicable.
Should you wish to change your gown you are able to do so prior to your lock-in date; you will need to pay any difference in price, or should the selected gown be a lower price the balance will be provided in the form of a credit note.
If you cancel your order within 30 days of purchasing your MTO gown, the cancellation fee will be £200 GBP. If you cancel between 31 days, and your lock in date the cancellation fee is £300 GBP.
This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. Once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production.