Refund Policy

All dresses are commissioned with the relevant designer and are classified as a bespoke made item therefore are not covered by distance selling regulations.

Due to the fitted nature of the dresses we supply, and the fabrics used the dresses will often need alterations for the perfect fit, This can be done through our store or a local seamstress. There is normally a good couple of inches in the seams if a dress is too small, along with the possibility of putting a lace back into the dress instead of a zip. If the dress is too big it can be taken down several sizes quite easily by an experienced seamstress.

Sample dresses are available for a refund if returned to the store within 7 days of receipt. In order to qualify for the refund you must notify the store immediately to arrange a return. Collections can be arranged by calling us on 01978 448382 or emailing

Returns must be sent back to: Fairytale Dresses Ltd, 7 Oak Street, Llangollen, LL20 8NR.
Dress Quality
Our products are provided by the original international designers. We do not sell counterfeit or copied products and are approved stockists for all the brands we advertise.

Every product that arrives from the designer is inspected closely before posting out to ensure optimal quality.

If a product has been damaged in transit we will need to be notified immediately. You will be asked to email photographic evidence of the damage along with a report from the delivery company within 7 days of the product/s arriving. We will always strive to send out a replacement or have the damage corrected where possible before organising a refund.

Incorrect Product Style/Colour
We check all products when they arrive in store to ensure they match the original order. If they are wrong we will notify you immediately and arrange an exchange with the designer. If the correct product cannot be provided by the designer before your wedding or event we will do our utmost to source an alternative with the designer or with our other designers. If you are not happy with the alternatives available we will arrange a refund.

In the unlikely event that your dress arrives and it is not the style or colour you expected we will need you to check your original order documentation and ask that you notify us immediately of the error so we can assist an investigation into where the error occurred. A refund or replacement will only be provided if the investigation proves the error was generated by ourselves or the designer. Dye variations can occur and will only be replaced or refunded in severe differences.

If you would like to purchase a style and/or colour combination that we do not have a photograph for we can only provide a return or exchange if the dress or outfit is faulty.

Incorrect Size
When ordering you will be asked to provide your bust, hips, waist and hollow to hem measurements. If you have provided a size for your dress instead then you have agreed that you have compared your measurements to the size charts provided on the measurements page.

All dresses are made to the measurements provided to us based on the size charts provided by the designer. We will always opt for the size that suits the largest measurement to make any required alterations easier for your local seamstress to amend, and we strongly recommend choosing your size based on the largest measurement even if you are planning to lose weight. We will confirm via email the size/style/colour of the dress that will be commissioned before we place your order.

We cannot accept a return if the dress is the correct size and your measurements have changed since the time of ordering. If you feel the dress has been made to the incorrect measurements we will appoint a local seamstress to check the measurements of the dress or ask for the dress to be returned before a refund could be considered.

If a dress has been sent in the wrong size you agree to let Fairytale Dresses alter the dress accordingly to correct the sizing error, if it cannot be rectified Fairytale Dresses will replace the dress. If a replacement is not available before the wear date a refund will be offered upon the receipt of the returned dress.

Special Offers
Any additional “free” items sent with the order as part of a special offer must be returned with the product/s. If they are not returned with the order we retain the right to deduct the full cost of that item against the refund due.
Items sent free of charge cannot be returned for the full retail value.

Return Delivery
All products must be sent via recorded delivery. We strongly recommend insuring the package as we cannot provide a refund without receipt of the goods in excellent condition. The postage cost for your return along with any original postage costs cannot be refunded. If the parcel goes missing on it’s way back to us we cannot provide a refund, and if the parcel is damaged on it’s return we will alert you and the delivery company immediately. We will hold the right to return the product/s back to the customer without providing a refund if they have been damaged in transit whilst being returned to Fairytale Dresses Ltd.