Frequently Asked Questions
Placing an order
How do I place an order?
It is simple. Select the item you would like from the site, choose your preferred size and colour, then add to your shopping basket. Upon completion of your shopping, new users must create an account. Meanwhile, existing users should log in to their accounts. Then, you should enter your card details and submit your order.
Can I place an order by phone?
Unfortunately we do not offer this service widely, but if you are having problems with placing an order online, call our customer service department on , and we will endeavour to process your order directly.
Will I receive confirmation of my order?
On receipt of your order, we will send you an Order Confirmation email to the email address which you have provided to us. This email will contain your order number and details of the goods ordered. Note that this email is only to acknowledge that your order has been received, and is not acceptance by us of any offers to purchase goods. All orders are subject to acceptance by us and we will confirm such acceptance by sending to you an Order Dispatch email (including details of the products ordered and a VAT invoice) and taking payment from your credit/debit card when the goods are being prepared for dispatch. The contract between us will only be formed when we send you the Order Dispatch Email, whether or not you receive such e-mail.
How can I pay for my order?
We accept a variety of major credit/debit cards and paypal.
How do I know which size to choose?
Our sizes are fairly standard, but we have provided a size guide for your convenience. This can be found at: http://www.damselinadress.co.uk/customer-services/sizes.aspx
You confirmed my order, but I have now received an e-mail saying one or more of my items is out of stock. Why is this?
Unfortunately, although our systems showed available stock when you initially placed your order, when our warehouse went to locate the item, they found there was no stock available. Although this rarely occurs, if it happens to you, will be informed as soon as possible and refunded accordingly.
I cannot find the item I was looking for online. How can you help?
If a size or colour of a garment is unavailable online, feel free to call our customer service line on , where a member of our team will try to locate the garment from another source.
Can I order items from your website that are not currently in stock?
You can only order items that are currently in stock. However, we regularly replenish the stock on our website so do keep checking.
Can I add to my order after placing it?
Unfortunately not. You will need to place a separate order for any other purchases you wish to make.
How much does delivery cost?
Delivery prices depend on your location. We deliver by Royal Mail to addresses in Great Britain which includes England, Wales, Scotland, Channel Islands and Northern Island with a standard delivery charge of £5.95.We delivery by UPS to addresses in the Republic of Ireland, Europe and the Rest of the world. The Republic of Ireland has a standard delivery charge of £9.95, Europe with a standard delivery charge of £15.95 and the Rest of the World with a standard
delivery charge of £19.95. For orders in the UK over £150.00 delivery is free.
Do you offer next day delivery?
We do offer next day delivery to customers in the UK for £9.95 and for £14.95 for Saturday delivery. All orders have to be placed before 12pm that day to be selected for next day delivery if they miss the cut off they will be sent out the next day.
How long will it take for my order to be processed?
Generally if you place your order before midday we aim to process your order the very same day. If it’s after midday then we aim to process your the following day unless it is a Friday afternoon or a weekend in which case it won’t be processed until Monday at the earliest. Your order will be fulfilled by the delivery date set out in the Order Dispatch email or, if no delivery date is specified, then within a reasonable time of the date of the Order Dispatch email, unless there are exceptional circumstances.
How long will I have to wait for my delivery?
For delivery within Great Britain we aim to deliver your order within 1 - 5 working days of the Order Dispatch Email depending on the type of postage selected. For deliveries in Europe we aim to deliver your order in 1 - 3 working days of the Order Dispatch Email. And the Rest of the World will depend on location but we still aim to deliver your order within 2 - 5 working days of the Order Dispatch Email.
Can you deliver to an address other than my billing address?
Yes, there is an option to enter an alternative address when entering delivery details.
Do you deliver to PO Box addresses?
We do not deliver to PO Box addresses.
Is there any additional charges for delivery outside the EU and who has to pay them?
Sadly Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office’
Returns and Refunds
If I am unhappy with my purchase, how long do I have to return it?
We hope that you will be delighted with your purchases however should you wish to return anything purchased from the site we will be happy to refund an item, provided it is returned to us in a fully re-saleable condition and provided that you notify us by e-mail of your desire to return the product within:
28 days of receipt in the case of full price items; or 10 days or 7 working days (whichever is longer) of receipt in the case of discounted sale items.
If you contact us outside of the applicable period set out above and the products are not defective then we may at our discretion accept a return of the
products, however you may not receive a full credit in respect of the price you paid for the products and your refund may be by way of a credit note.
I have received my purchase, but it is damaged/faulty/defective. What shall I do?
If you consider a product to be defective, damaged or faulty prior to use please contact us as soon as possible after receipt of your products, on our customer service line. Once the products are back at our warehouse and we have had an opportunity to inspect them we will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product. Products returned by you in accordance with the above which have a verifiable defect will be refunded in full, including a refund of the delivery charges for sending the item to you.
Where can I find my returns label?
This can be found on the front of your parcel on the outer packaging in the documents envelope.
What if I have lost my returns label?
Please contact customer services on firstname.lastname@example.org and we can then e-mail another to you.
How do I return my goods?
To return an item you must return them in their original packaging with all their tickets and labels attached. All products purchased from the Site must be returned to our warehouse using the Freepost Returns address supplied to you with your order and be in pristine condition with their original wrapping and box. Tear off the bottom section of the Dispatch Note, received with the goods, and affix to the front of your parcel. Take the parcel to the Post Office. You will be issued with a receipt, which should be retained until the refund is processed. Please allow up to 10 working days for the Royal Mail to deliver your parcel back to our warehouse, your return will then usually be processed within 5 working days.
Does the free returns label cover Europe?
At this moment in time we only offer free returns to the UK, This does include Northern Ireland.
How will I be refunded?
Once the products are back at our warehouse and we have had an opportunity to inspect them to check that they are in resalable conditions then we process the refund in respect of the price of the product, excluding any delivery charges as soon as possible and in any case within 5 working days of us receiving the product in our warehouse. You have a legal obligation to take reasonable care of the products while they are in your possession.
After returning my order, how long will my refund take to process?
Please allow 14 days for your parcel to reach us, and a further 5 days for your account to be credited. Please note that some banks will take slightly longer to process your refund.
Can I return my orders to a store?
You must return your orders directly to us. Purchases made from the site can only be returned by post directly to us. They cannot be exchanged or refunded at any sale outlet store or concession which includes John Lewis, Fenwick's and other small independent retailers. This is also the case with online sales outlets Brand Alley and Ebay.
We cannot accept returns for products purchased otherwise than via the site. Please contact the store or website where you purchased the goods.
How can I cancel my order?
If you would like to cancel your order before you have received the goods please contact us as soon as possible on e-mail so that we can attempt to stop delivery. If your order has already been dispatched we may charge you for the delivery.
Your statutory rights are not affected.
How do I use a promotional code?
Simply enter your promotional code at the checkout, and the relevant amount will be deducted from your total.
How do I find out about the fabric, style or fit of a garment?
Every style shown on our website has its own specific page, with details about the style, material and garment care. If you would like to know more about a specific garment, please contact us at
Do you offer a gift wrapping service?
Unfortunately we do not offer this service at the moment, but our packages are sent out in beautiful boxes and tissue as standard.
What do I do if I forget my password?
If you forget your password please follow the following link
to reset it. You will need to click on “I have forgotten my password.” You will then enter your registered e-mail address and you will receive an automated e-mail with your password.
How do I subscribe to Damsel in a Dress updates?
Please e-mail email@example.com to receive the latest news, promotions and competitions.
Do you offer student discount?
Unfortunately, this is not a service we offer at the moment.
How do I contact Damsel in a Dress?
If you have any queries about your order, feel free to e-mail us at firstname.lastname@example.org. Alternatively, you can call our customer services department on, between our working hours - 9.00am to 5.00pm, from Monday to Friday. We endeavour to respond to your questions as quickly as possible.
I would like to work for you. Do you have any vacancies?
Please contact us at email@example.com for more information.