Shipping and Returns

How much is shipping?

We deliver Worldwide. Delivery costs will be calculated at checkout once the delivery option has been chose. Our current delivery options at checkout are:

Shipping Cost

UK

FREE

Europe

£8.99

America & Canada

£13.99

Australia

£13.99

Rest of the World

£19.99

What's the shipping process?

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 and hand customised items 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 (dresses) and 10 (hand-customised) working days (nb – this may vary during busy times). If you have not received your item within this time then drop us a line.

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.

What is your returns policy?

We bet that you’ll love your purchase(s) from SassQueen however, if you wish to return an item, for whatever reason, the return must reach us no later than 14 working days from the date you receive the item. We will not accept returns after this time has passed.

Refunds will take around 14 days to be processed.

Any items deemed in an unsaleable condition will be rejected as a return and you will be notified by e-mail.

PLEASE NOTE: Item(s) that are rejected by our quality and control team for reasons of not being in a saleable condition include items that have been worn and/or washed, have had their original tags removed and/or contain makeup transfers, marks or stains (nb – this list is non-exhaustive). These goods will be returned back to you. We kindly ask you to be super careful when trying on so this does not happen.

What methods of payment are accepted?

We currently accept the following payment methods:

 

Our payment solutions aim to accept as many types of payment cards as possible. If you have any issues at checkout please contact our Customer Service Team and we will resolve your query as soon as possible.

How do I return an item?

The cost of returns is to be met by you, please post your goods back to us using a postal delivery service of your choice.

You must:

  1. Re-pack the item in a sealed bag in a re-saleable condition, with labels and tags still attached;
  2. Attach the returns address label (this was provided to you with your order located on your SassQueen invoice). Please note this label is not prepaid and is just an address label. Conversely you can address the return to: Customer Returns, SassQueen, 2 Swinley Street, Wigan WN1 2ED;
  3. Obtain proof of postage from the delivery service. Please do not post the package through the post box without obtaining a certificate of posting as any missing parcel is your responsibility. We advise our customers to use a tracked service to return any parcels as we will not be held liable for missing parcels; and
  4. Keep your proof of postage safe as you will need this as your proof of return.

Once your return is received it can take up to 14 working days to refund your account you will receive an email stating that your account has been credited. Please note we do not cover any return shipping cost, this cost is met by the customer. When we receive a returned item(s) the amount refunded is for the item(s) returned only.

Can I swap my handmade dress?

Unfortunately, we are not able to process exchanges just yet! How about you return the item for a refund in line with our returns policy and place your new order.

Help! My goods are faulty!

We pride ourselves upon our super build quality so we would like to think that this paragraph will be never read, however, if your item is faulty please contact us within 24 hours of receiving your goods to notify us of the fault. You will have 30 working days from submitting your order in which to return any faulty goods but please contact us before doing so.

What are my statutory rights?

If you are a customer from the EU, you also have the right of cancelling your contract with us and returning your item(s) by post. You must notify us of your wish to cancel your contract within 14 days of receiving your item(s).

PLEASE NOTE: This right is not applicable to items that cannot be returned due to hygiene and health reasons or items whose respective hygiene seal has been broken or tampered with (for instance, underwear, makeup, pierced jewellery or swimwear).

In order to formally cancel your order, you have to notify us of your wish to cancel the sale contract within 14 days of receiving your items. You can do this by sending us an email or by regular mail via post to Customer Care, SassQueen Limited, 2 Swinley Street, Wigan WN1 2ED, making it clear in your correspondence that you are giving notice to exercise your statutory right to cancel. Please also include in your correspondence your name, address and order number alongside any other relevant details of your order.

You must take practical care of the item(s) that you wish to return. Whilst you are allowed to inspect the items, you must not use them whilst they are in your possession.

You are responsible for the return of the item(s) to us and this consists of returning the item(s) via post or courier. The cost of the return is to be met by you.

The item(s) must be returned in the original packaging where possible, as soon as possible (no later than 14 days) after you inform us of your cancellation wish. We are not liable for any damage or loss of items that may take place before they are returned to us, which includes damage in the course of transit or where the item(s) get lost.

If you terminate your contract, you will be fully refunded for the price of the item(s) within the order that you placed and a portion of the shipping fees you incurred up to the lowest priced and most common shipping method that was presented to you at the time of purchase; Nevertheless, you should note that the law permits us to deduct your refund to accurately reflect any decline in the value of the item(s), in case this is as a result of your handling, which includes any damage or loss that takes place in the course of transportation. The refund will be made to the method of payment that you originally used, within 14 days of our receipt of the cancelled item(s) or if earlier within 14 days starting from the day that proof of return from you is received by us.

Please note that if you only wish to cancel part of your contract, i.e. you wish to return some of the items that you ordered, you can return them in agreement with our standard policy of returns.

Can I return my custom order?

Unfortunately not. We do not accept returns on our custom items so please make sure that you are 100% satisfied before you complete your purchase.

The above does not have any effect on your legal rights.

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