Frequently Asked Questions

Where is my order?

After you have placed your order, you will receive an email confirming your order. Once your order has been dispatched you will receive another email which will contain tracking information. Additionally, you can contact our Customer Service Team to help you track your order.

Please note: All our dresses are made to order and can take up to two weeks to hand-make (dependant upon order volume), work will begin as soon as you hit ‘Buy’ and we aim to get your item to you within 14 working days (nb – this may vary during busy times). If you have not received your item within this time then drop us a line at orders@sassqueen.co.uk.

Can I amend my order?

We’re super quick at processing orders to make sure that you receive them as soon as possible. It is possible for you to amend your order before you click “Confirm & Pay” but after this point you will probably be unable to make amendments to your order, that said, it is worth a shot, right?! E-mail us as soon as you can and we can let you know if anything can be amended. You can return the item to us in accordance with our Returns Process.

Where do you deliver to?

Please see our Shipping page for delivery information.

Do I need to sign for my delivery?

We understand that you might not be at home to sign for your parcel, so they can be left in a safe place or left with a neighbour at your request (please e-mail us after purchase!). Please note that any instructions left are only requests and are not guaranteed. Also if it is not possible to leave in a safe place or with a neighbour a card will be left which will include details of what will happen next with your order.

How can I return my item?

If you would like to return an item then please visit our Returns page.

Have you received my return?

Please allow up to 14 days for your parcel to be returned, we will send you an confirmation email once we have received your return. Once your return had been processed you will receive an additional email. If you haven’t heard from us after this time please contact our Customer Service Team with your order number and details of your return.

I have seen an item I want but it is no longer in stock?

EURGH! This is totes annoying! Some of our items are made using unique one-off fabrics and we may be unable to source the same fabrics for a second time so if you REALLY want something then hit ‘Buy’! If we are in high demand for an item then we will try our absolute best to re-stock it. If you want to be kept up-to-date with the status of an out of stock item please contact our Customer Service Team with the item name and we will let you know when it will be back!

Why won’t my discount code work?

Check you have you entered the code correctly! Try copying and pasting the code into the ‘Promo Code’ box just before checkout.

Make sure the discount code is still valid and make sure your item is eligible for the code as sometimes we offer discount codes for selected items only. This will be stated in the terms and conditions of the discount code.

I forgot to use a discount code?

We are sorry to hear this but once your order has been placed we are unable to manually add the discount. If the discount is still valid on your next order why don’t you use it then?

Do you have any promotional codes?

Yes we do, Make sure you’re the first to know about any exclusive offers by signing up to our newsletter or joining us on Instagram, Facebook, or following us on Twitter.

Can I use several discount codes on my order?

No sorry, only one discount code is permitted per order.

Do you accept student discount?

No sorry not currently but it is something we are looking to add in the very near future.

Do you have a size chart?

Yes we do, view our size chart here.

Wanna collaborate?

If you’re a passionate Instagram/fashion blogger we would be more than happy to work with you to promote our brand further. It’s simple and couldn’t be easier! Just e-mail us your full name and a link to your Instagram/blog and we will get back to you as soon as possible.

Other Questions?

Hit us up!

 

XOXO

SassQueen