Refund policy

Our pieces are made to measure

Every bridal piece we sell is made individually, to the measurements you give us after you order. Nothing is made in advance and nothing is held in stock.

Because each piece is made to your own specifications, it can't be resold to anyone else. For that reason, made-to-measure pieces are not eligible for return or refund once we've begun making them. This is a recognised exemption under consumer law for goods made to a customer's specification.

We know that's a significant commitment, so please read this page before ordering, and do get in touch if you have any questions at all before you place your order. We'd far rather talk it through beforehand.

Changing your mind before we start

If you've ordered but we haven't yet begun making your piece, get in touch straight away and we'll cancel your order and refund you in full.

You can also cancel through your account: sign in, open Orders, and choose the cancel option. If you can't see it, email us as quickly as you can.

Once making has begun, we're not able to cancel or refund the order.

Exchanges and alterations

If your piece arrives and the fit isn't right, please tell us within 14 days of delivery and we'll put it right.

Depending on what's needed, we'll either alter the piece for you or arrange an exchange. We'll talk you through the options once we understand the issue.

We'll send you a free returns label by QR code, so there's nothing for you to pay and nothing to arrange. Just get in touch and we'll email it over.

Exchanges depend on what we're able to make within the time you have. We'll always be honest with you about what's possible.

Gift vouchers and any items not made to measure

If you've bought a gift voucher, or anything else from us that isn't made to your measurements, you have the right to cancel within 14 days of receiving it, without giving a reason. You then have a further 14 days to return it.

To start a return, sign in to your account and open Orders, or use the Cancel or return an order link in our footer. We'll email you a free returns label.

If something is faulty or not as described

Your legal rights around faulty goods aren't affected by anything on this page, and they apply to made-to-measure pieces in exactly the same way as anything else.

If your piece arrives faulty, damaged, or isn't what was agreed, email us at info@labelloftlondon.com with your order number and a photograph, and we'll put it right. We'll cover the cost of returning it.

Refunds

Where a refund is due, we'll process it within 48 hours of receiving your return, and always within 14 days. Refunds go back to the payment method you used to order.

Getting in touch

Email info@labelloftlondon.com and we'll come back to you as quickly as we can. We'd always rather hear from you early than late.