How to contact us

Getting in contact with us is easy. Please use any of the following methods to get in touch, however, if your enquiry is urgent, we recommend giving us a call.

• Email: - For help or information before ordering, please email us at enquiries@a-zweddingservices.co.uk or use our online Contact Us form. For assistance after placing an order please always quote your order reference number.
• Telephone: - 01299 879888. Our shop trading hours are: -

  Monday 9am-5pm, Tuesday 9am-8pm, Wednesday 9am-1pm, Thursday 9am-8pm, Friday 9am-5pm, Saturday 9am-4pm, Sunday closed

  Please leave a message if we are busy or if you ring outside our trading hours and we will return your call as soon as possible.

• Write to us: - Our address is 106 Minster Road, Stourport-on-Severn, Worcestershire, DY13 8AB, UK.

How to order

You can order any item within our shop online department by clicking on the icon, add to shopping cart. Alternatively all items are on display within our store if you would rather view or try on any items before purchase.

Any items shown on our website but not shown in our shop online department are only available to purchase in store. These are current selling items that should not be sold online under any circumstances.

How to pay

All orders placed online with us are to be paid for prior to the goods being delivered. Payments by credit/debit card are processed by HSBC secure payment processing, as are any subsequent refunds.

A-Z Wedding Services Ltd does not offer credit terms. Credit notes may be provided in special circumstances (e.g. where goods are returned for refund outside our usual returns timeframe) and these would be for the returned goods only – to be redeemed against any future purchase(s), but credit notes may not be redeemed for cash.

Credit/debit cards (Visa, Mastercard, Delta, Switch, Solo, Amex)

If you choose to order and purchase online, your payment is made securely at the time you order via our website. Once you have placed your order you will be taken to the HSBC secure server to enter your card details and complete the purchase transaction. You should then receive an email from us to confirm your order request (please check to ensure that all the details are correct) please note that our order confirmation email is not proof of acceptance of your order.

Delivery methods and costs

UK Delivery 
All orders will be dispatched within 48 hours of an order being placed.

Small Items - £5.00 Postage
Small items will be sent by 1st Class Recorded – On average, please allow upto 5 working days for delivery once dispatched; however Royal Mail do not guarantee any specific delivery date for this service and recorded delivery parcels will only be deemed late or lost after 15 working days from posting.
If you need a small item urgently, please select Special Delivery - £7.50. Once dispatched, your parcel will arrive with you by 1pm the following business day (some remote areas, such as the Scotiish Isles may take 48 hours).

 
Medium Items - £8.00 Postage
Large Items - £15.00 Postage
Higher Value Items - £20.00 Postage
Medium, large and higher value items will be sent by Special Delivery – Once dispatched, your parcel will arrive with you by 1pm the following business day (some remote areas, such as the Scottish Isles may take 48 hours).

If delivery of your order (using details you have provided) is ‘refused’, is classed by Royal Mail as undeliverable, not collected, or is returned to us from Royal Mail, then we would need to charge additional delivery costs to re-send your goods to you to the same or an alternative address.

Returns policy

We are happy to replace/refund most items, provided they are returned to us in the same perfect condition that they were dispatched in and in their undamaged original packaging (including all enclosed parts e.g. shoe bags, tissue paper, dress tags etc)

Distance selling regulations state that you are legally entitled to be able to cancel your order with us within 7 days of receiving the goods (some exceptions do apply, please see below) and we reserve the right to refuse a cancellation (refund) outside this time frame. We require all goods to be returned to us within a further 3 business days, so please ensure your unwanted goods arrive back with us within 10 working days from delivery.

All goods returned to us for refund or exchange must arrive back in perfect condition. Requests for refunds, exchanges or cancellations shall not be entertained if the items are returned to us unfit, used, worn or customer damaged. Signs of wear include but are not limited to: - make up or fake tan on a dress, scuffed soles on shoes, creased or marked uppers on shoes, tags removed from goods, hairspray or perfume tarnishing. Items returned to us in an unfit condition may be returned to you (normally at our cost, but only once we have been in contact with you and you have agreed to take delivery of the goods), but where disputed or refused, the items will be held for 4 weeks before being destroyed.

Please do take extra care of all goods to ensure they remain in the same perfect new condition as dispatched, unless you have decided to keep them, as failure to do so will be classed as your acceptance of the goods. Please take extra care when trying on shoes, to avoid creasing, or marks on the uppers or the soles, it is advised to try shoes on whilst stood on carpet. Whilst trying on any of our dresses please take extra care, avoid standing on the fabric of the dress whilst stepping into the dress or if putting it on over the head avoid rubbing make up or fake tan on to the dress. When zipping up a dress please ensure the hook an eye at the top of the zip is fastened as this will avoid straining the zip. When lacing the back of a dress avoid pulling to severely on the loops as this will weaken them. When trying on our tiara’s etc avoid having hairspray or other products in your hair as this can cause tarnishing.

In the unlikely event that an item delivered to you arrives faulty or damaged in transit please notify us within 3 business days, so that we may arrange a replacement and the return of the faulty goods to rectify the situation.

We regret we are unable to refund postage and packing unless the items are found faulty and are being replaced – in this case we shall cover any costs of returning the items and replace them for you. Should you require a refund only, we are not able to refund the delivery costs, only the value of the unwanted goods that are being returned to us.

To return an item to us for exchange or refund

• Simply tear off the returns slip from the letter enclosed with your goods – do make sure to annotate if you need a refund or exchange (and if so, what size/colour/style) and return by post using the address label provided.
• We recommend using an insured signed for service (such as recorded delivery or special delivery) as these will compensate you should your parcel be lost or damaged in transit.
• Please also ensure any unwanted items arrive back to us within 10 work days from the day after delivery with you (the “cooling off period”)

Refunds shall be for the cost of the goods returned (with the exception to 2nd and subsequent exchanges of an order where the additional delivery will be deducted – only if it has not been collected previously). We are unable to refund the delivery fee paid for the original order or the costs of returning unwanted items to us. Due to the volume of enquiries we deal with on a daily basis, we don’t confirm receipt of returned goods; however once your refund has been processed you will receive an email to confirm the refund for your own records.

Should you require an exchange, no further charges are made unless the exchanged goods are of a higher value (the 1st exchange is also dispatched free of charge to UK addresses) – any additional payment would be accepted by phone as we do not hold card details on file, for security reasons – but as a good will gesture we normally waive this and only charge the additional delivery if the subsequent exchange is returned also unwanted (it will then be deducted from any refund). We don’t usually confirm receipt of returned goods for exchange; however your replacement goods should arrive with you within a week. If your replacement items do not arrive with you as expected, please let us know so we can investigate for you just in case your return items failed to arrive with us safe and sound.

Provided any unwanted goods arrive back with us within 10 work days from delivery to you and in the same new and perfect condition as dispatched, we are always happy to exchange them for an alternative which we hope you’ll find far more suitable.

We send out all 1st exchanges free of charge mainland UK orders, so although the cost of returning an item to us is your own to bear, you would not pay any additional delivery for the 1st replacement.

Delivery of all exchanges is usually within a week from receipt of the unwanted goods; however if you need your exchange urgently , please request ‘express’ on your returns slip (this is £15.00 per order not per item) and we will deliver your replacement goods to you within 2 business days of receipt of the unwanted items. An alternate delivery address may also be requested by phone, email or in writing via the returns slip.

By what method should you return items to us

Please use whatever method you feel appropriate; however we recommend that you use an insured service (such as royal mail’s “special delivery”) to cover the value of any items you return to us and guarantee delivery speed as we cannot be held liable for any parcels that we do not receive or arrive past the timeframes explained above (items must arrive back within 10 work days from delivery to you). Insured services will also compensate you for any losses or damage. Proof of postage does not guarantee delivery nor does it protect you from losses, delays or damage to your parcel during transit.

Please note we are unable to accept exchanges or refunds on the following items (unless found faulty): -

• Pierced jewellery (e.g. earrings either sold on their own or part of a set)
• Lingerie – due to hygiene reasons, unless found faulty
• Made to order, special order or bespoke items – those custom made for you. This includes items dyed for you, customised products, any item made to your own specification or items ordered for or made to order especially for you (this shall be stated on our website in the particular item’s full description).

Refunds are made by the same method of payment used to purchase from us, please allow up to 28 days (from our receipt of your unwanted goods or date of order cancellation) for your refund to be completed (an email receipt will be sent to you to confirm this for your own records). Orders paid for by debit/credit card are refunded back to the same card.

Orders (or part-orders) paid for by credit notes shall be refunded by a replacement credit note and will not be redeemed for cash.

Your statutory rights are not affected by A-Z Wedding Services Ltd returns policy.

Sale goods

Unless otherwise stated, all items in our sales are new, perfect and covered by the same full returns policy as our normal priced items.

Sale goods may be returned for refund should you find them unsuitable in any way (in accordance with our Terms and Conditions). Exchanges may also be available (at the same sale price), but only if the replacement item you require is also available in our sale.