Welcome to Damsel in a dress's Customer Service

How do I place an order?

Placing an order is simple.  Select the items you would like to order, choose your preferred colour and size, then add it to your shopping basket.  Proceed through the checkout process following the instructions on screen.

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Can I place an order by phone?

If you are experiencing difficulties with placing an order online, please contact our customer service department on 0207 471 4559.

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How can I pay for my order?

We accept Visa, MasterCard and Maestro payments, we also accept PayPal for online orders.

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How do I know which size to choose?

You can view our size chart on any product page or click here to view our size guide.

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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 0207 471 4559. A member of our team will be happy to try and find you an alternative solution. 

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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.

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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.

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How much does delivery cost?

Standard delivery to the UK is £2.95 for orders under £50. Orders over £50 will receive free UK standard delivery. This service is provided by Hermes to all areas of the UK and requires a signature.

Express delivery to the UK is £5.95. This service is provided by DX and requires a signature. Please note there are limitations to the areas covered within the UK..

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Do you offer next day delivery?

We offer a next day delivery service to most of the UK. Due to delivery restrictions we are unable to offer express delivery to the following areas: Coll, Colonsay, Corrour, Eigg, Muck, Lewis, Mallaig, Mull, Orkney, Rhum, Canna, Shetland, Guernsey, Isle of Man, Jersey, Northern Ireland. Deliveries to these locations will be sent via standard delivery only.

Orders placed before 12pm on a week day will be delivered the next day. Orders placed on weekends or public holidays are unfortunately not eligible for next day delivery and will be delivered within 2 working days. 

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How long will it take for my order to be processed?

We aim to be dispatch all orders within 48 hours of being placed, however during sale periods this may be slightly longer. Express delivery orders are dispatched the same day if ordered before 12pm (not including Weekends and public holidays).

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How long will I have to wait for my delivery?

We expect standard delivery orders to be delivered within 3-5 working days of dispatch, however, during particularly busy periods this may take longer. Express deliveries will be with you the next working day if ordered before 12pm Monday to Friday, or within 2 working days if ordered after 12pm, on a weekend or Public Holiday.

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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.

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Do you deliver to PO Box addresses?

We are unable to deliver to PO Box addresses.

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If I am unhappy with my purchase, how long do I have to return it?

We hope that you will be delighted with your purchase(s) however should you wish to return anything purchased from our site we will be happy to provide a refund.  All we ask is that the item(s) are returned to us in fully resaleable condition within: 28 days of receipt in the case of full price items; or 14 days of receipt in the case of discounted sale items.

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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 via our customer service line. Once the product(s) are back at our warehouse, and we have had the opportunity to inspect them, we will notify you of your refund via e-mail within a reasonable period of time. We will aim to process any refund due to you within 12 working days of returning your item(s) back to us. We advise customers to retain a proof of postage until a refund has been completed. 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.

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What if I have lost my returns label?

Please contact customer services on customer.services@damselinadress.co.uk and we can then e-mail another to you.

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How do I return my goods?

To return an item you must return them in suitable packaging with all their tickets and labels attached. 

By Post, detach the ‘Returns’ section below and affix to the front of the package. Return the parcel to your local Post Office and obtain proof of postage.

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.

Please retain a proof of postage receipt until you have been contacted to confirm your refund. 

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How will I be refunded?

Once your item(s) are back at our warehouse and we have had an opportunity to inspect them to check that they are in resalable conditions, a refund  will be processed via the method of payment by which the order has been placed. You will receive an email confirming your refund within 12 working days of posting your item back to us, and the credit will appear in your PayPal or credit/debit card account within a further 3 working days.

If you card has since expired you should still receive your refund, provided your account remains open.

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After returning my order, how long will my refund take to process?

Please allow 10 working days for your parcel to reach us, and a further 5 working days for your account to be credited. Please note that some card providers will take slightly longer to process your refund.

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Can I return my orders to a store?

Our concession partners are regrettably not able to accept returns. 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 retailer from whom you purchased the goods.

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How can I cancel my order?

If you would like to cancel your order please contact us prior to your order being dispatched. If your order has already been dispatched we regrettably are unable to cancel it, but you can use the freepost returns service to send the item back for a full refund should it still not be suitable.

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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.

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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.

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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.

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What do I do if I forget my password?

If you forget your password please click on “I have forgotten my password.” on the account log-in screen. You will then enter your registered e-mail address and you will receive an automated e-mail with your password.

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How do I subscribe to Damsel in a dress updates?

Please e-mail customer.services@damselinadress.co.uk to receive the latest news, promotions and competitions.

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Do you offer student discount?

Unfortunately, this is not a service we offer at the moment.

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How do I contact Damsel in a dress?

If you have any queries about your order, feel free to e-mail us at customer.services@damselinadress.co.uk. Alternatively, you can call our customer services department on, between our working hours - Monday-Friday  8:00am to 20:00pm or Saturday 9:00am to 18:00pm. We endeavour to respond to your questions as quickly as possible. 

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Competition Terms & Conditions

Prizes are not transferable or exchangeable and cannot be redeemed for cash. Damsel in a dress Limited reserves the right in its sole discretion to take any action that may be available and to cancel, modify or suspend the competition. Damsel in a dress Limited reserves the right to disqualify any individual who tampers with the entry process including if an automated entry or voting mechanisms is used. By entering our competitions, you are automatically subscribed to our e-mail newsletter.

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