FAQ

FAQs

 


General

 
1. Do you have a showroom?

Yes.  We are located in central London.  To book a showroom appointment, please call 07835 232 568 

Our showroom address is: Colonial Buildings, 59 - 61 Hatton Garden, London EC1N 8LS.


2. Is it safe to order online?

We use a secure online ordering system and are constantly improving our software to make sure that we offer high security at all time.  
We use industry-standard encryption system for potentially sensitive information and other critical information like your credit / debit card details.  
Information passed between your computer and our website cannot be read in the event someone else intercepts it. 


3. Where can I best contact you?

Phone:our customer support hotline at 020 7193 4955 from 1PM - 8PM GMT Monday to Friday.

Email: Send us a question via email at info@elliotclaire.co.uk

Live Chat: You can click on live support on the right bottom corner of our web page that says “We’d love to chat”.  
When live support is offline, you can submit an inquiry form.


Order & Returns

1. Can I make order over the phone?
 
Yes, please phone 0207 404 5163 if you would like to order over the phone.
 
2. What is your return policy?

Just contact us within 14 days of delivery including your order details and a brief reason for your return.  

3. How do I return a dress?

We will provide you with a return address in London for you to send it back.   The products will be inspected and payment will be refunded to you within 3-5 working days.

4. Do you pay for return postage fees?

All returns made will need to be paid for by customers.  We do not charge additional shipping fees if you would like to exchange for a different size or style. 

5. How many days do I get my refund?

Refund will be processed within 7 to 10 working days after we receive a returned order.


Products and design   


1. Do you follow UK standard sizing?

Yes we do.  Every product page has a size guide icon that you can click and expand.  This will show you sizes from different countries and measurements.   You will also receive an email after placing an order to submit measurements to us.  This is to ensure that you will receive the right size!

2. How long are your dresses?

 
The standard length of our dresses is 155 cm from shoulder to floor.  

3. Can you take bespoke orders? 

Yes.  Please send us a design or a sketch of your dream dress, our design team will get back with you within 3 working days to discuss how we can make this happen!

4. Can I have a dress in another colour? in another fabric?

Yes.  Please send us an email to check if a dress is available in other colors or fabric. 

5. Can I add sleeves, shorten a dress, take the beadings off a dress, etc?

Yes for most dresses.  Contact us and our team will be happy to check for you. 

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Terms & Conditions (Boutique Orders)

  1. The price of the Goods shall be the quoted price or where no price is quoted (or a quoted price is no longer valid) the price stated in the Seller’s current price list at the time of acceptance of the order unless expressly otherwise agreed in writing by the Seller.

2 On ordering, a minimum non refundable deposit 50% is required on all goods.  No alterations can be carried out until the garments are paid for in full.  Cost of alterations are not included in the price of the dress unless otherwise stated in writing by us at the time of purchase.   Alteration costs are non refundable in any circumstance.  Alteration price guide can be found on the next page.  For restyling and major alterations, please ask for an estimate.  Goods cannot be collected until all remaining balance including alteration costs are paid for in full. 

  1. Goods ordered that are not available from stock can take up to 16 weeks for delivery unless a specific time limit is stated in writing on this order. No payments can be refunded or transferred to other orders for any reason whatsoever.  

  2.  A made to measure service is available at an extra charge of £120.  This service include multiple sessions of fittings and alterations. Made to measure gowns are made based on the bust, waist and hip measurements agreed with the Clients.  Made to measure service includes the following adjustments: taking in measurements; hemming; adjusting bust, neckline, sleeves, shoulder straps.  We reserve the right to charge extra for alterations if the Client requests more adjustments than stated above.

  3. During fittings, shoes and underwear must be the ones intended for the wedding day. We will recommend the amount of alterations to gowns, but if the client insists on a fit tighter than recommended, we will not be responsible. Equally, we accept no responsibility for gowns not fitting when collected due to clients increase or decrease in weight or any other reason beyond our control.

  4. In the event of a wedding being cancelled for any reason whatsoever, we are unable to offer refunds or exchanges for the order.  Full payment is required and goods have to be collected.

  5. Exact colours and shades of fabrics and designs on trim, including lace, cannot always be guaranteed.  Dresses that have beading or embroidery may vary slightly in the amount of beading / embroidery from that of the sample.

  6. All sample sale dresses are sold as seen and must be paid for in full at time of purchasing.  All payments are final and we do not offer refunds or resell dresses on your behalf if you change your mind.

  7. For made to order items, during the first fitting session with the tailor, you must satisfy yourself as to the conditions of the goods and immediately draw our attention to any defects or discrepancies.  Whenever there is a manufacturing defect due to our errors, the defective goods will be repaired or replaced.  . During the first fitting session with the tailor, you must satisfy yourself as to the conditions of the goods and immediately draw our attention to any defects or discrepancies.  Whenever there is a manufacturing defect due to our errors, the defective goods will be repaired or replaced.  We cannot offer refunds, exchanges or discounts on remaining balance of the Goods.   Alteration costs unrelated to the defects have to be paid for in full.

  8. We will not be liable to you for any consequential compensation whatsoever due to the supply of the goods of their use by you.  We will not be liable in any way for damage not caused by the cleaning process after the Goods are collected by you.