Terms & Conditions
Please read the following terms and conditions carefully before using The Pretty Dress Company.com website. By using this website, you are indicating that you agree to be bound by the following terms and conditions.
We may amend these terms from time to time, so we advise you to check this document every time you wish to use our site to ensure that you understand how our terms and conditions apply to you each time. We recommend that you print a copy of the terms and conditions applicable to this website for your future reference.
The following will also apply to your use of this website:
Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our website, you consent to such processing and you warrant that all data provided by you is accurate.
Cookie Policy, which sets out information about the cookies on our website.
Acceptable Use Policy, which sets out the permitted uses and prohibited uses of our website. When using our website you must comply with this Acceptable Use Policy.
1 – About us
The Pretty Dress Company is the trading name of The Pretty Dress Company London Limited, a company registered in England, registered company number: 06687574. Our registered address is at:
Unit C1, Springhead Enterprise Park
Springhead Road
Northfleet
Kent
DA11 8HD
Telephone: (44) 01474 323 829
Email: customerservice@theprettydresscompany.com
Our VAT number is: GB947986348
Should you need to contact us please do so using the details listed above.
As noted above, we reserve the right to amend these terms and conditions from time to time and you should check them carefully before making a purchase. This does not affect your legal rights as a consumer.
We do not guarantee that this website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the website for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal. We may change our website from time to time to reflect changes to our products, our users' needs and our business priorities.
You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
Orders and Payments
2 – Placing an order and forming a contract with us
After you have finished selecting the items you wish to order from our website, click on your shopping cart, review your items and then proceed to checkout. Please be aware that a contract is not formed until we accept the order you have placed in this way.
In order to place your order, you will be asked for details including your name, billing address, delivery address, contact number, email address and payment details. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use. If you know or suspect that anyone other than you knows your user identification code or password you must notify us promptly.
Our acceptance of your order will take place when we send you a confirmation email including key information about your order, such as your order number and details about your order. At this point, a contract will come into existence between you and us and we will take payment in full.
Sometimes we may have to reject orders, for example, because a product is unexpectedly out of stock or because the product was mispriced by us. If this happens, we will let you know as soon as possible and refund any sums you have already paid.
If upon receiving your order confirmation you realise that your order is incorrect, please contact us so that we can rectify before your order is despatched.
3 – Prices and Payment
All prices are stated on our website and displayed in Pounds Sterling. We accept payment via PayPal and online card payments but we do not accept American Express.
Prices are subject to change without notice. In the unlikely event that an item is priced incorrectly, we reserve the right to supply the item at the correct price however we will always inform you of the change prior to delivery. You will have the right to cancel your order if we notify you that the price for an item has changed and we have the right to cancel your order if you do not agree to pay the correct price once notified of the change.
We can cancel your order if you fail to make payment to us when it’s due or fail to provide us with the correct information needed to deliver the items to you.
4 – Pre-orders
The despatch date for pre-order items is estimated at 14 working days. This time estimate can vary in busy periods. If you have a special occasion or specific date you need your item by, please contact customerservice@theprettydresscompany.com and we will endeavour to fulfil your request.
Should you require an item urgently or by a specific date please phone or email us. We cannot guarantee urgent delivery, however we will do our best to accommodate your request.
Our Products
5 – Description and custom items
The images of the products on the website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
We provide detailed measurements on the page of each item and we encourage you to check the measurements carefully in order to make sure the size you order is correct for you.
If we are making any items to your measurements or altering an item in accordance with your request, you are responsible for making sure the measurements you provide are correct. If you need tips on how to get correct measurements, please contact us on the information provided at the start of these terms and conditions. If we agree to re-do any of the work done on a custom item as a result of your error in measurement, we are entitled to charge you additional sums if we deem this necessary but we will always notify you of such charges in advance.
Please note that we can always change or discontinue a product in line with our business needs.
6 – Delivery
Delivery will be made to the address specified on your order under “delivery address” after payment of both the purchase price and delivery fees has been received. The costs of delivery will usually be as displayed to you on the website, however please note that some remote areas may be subject to additional courier charges. Where the delivery is subject to these additional charges, we will contact you first to obtain your approval before we ask for payment and despatch your items.
Upon accepting your order, we endeavour to despatch your goods within 1-3 working days depending on stock availability but time of delivery shall not be of the essence of the contract between us. Please note that during busy periods (such as during sales) it may take longer to despatch items to you.
Should you require an item urgently or by a specific date please phone or email us.
We do not accept liability for any out of pocket expenses or other costs incurred due to delayed delivery. Our liability for any goods lost in transit is limited to the sum paid by you for the goods.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received. We require a signed proof of delivery for all deliveries. A product shall become your responsibility from the time of delivery.
You might be liable to pay your local tax/VAT to where your order is being delivered as well as any customs duties/courier fees. Please note delivery to remote areas may incur additional charges. It might be a good idea to contact your local courier (we typically use DHL for orders into Europe and FedEx to America but please contact us for our up-to-date couriers) before you order to avoid unexpected charges.
If for any reason your parcel is undeliverable (unpaid fees, incorrect address/contact details, you reject the parcel because of the fees), we will refund you once we receive the parcel back from the courier – minus any duty/custom/processing fees associated with the order.
If our supply of your product is delayed by an event outside our control, such as stock and material availability, COVID-19, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team on any of the details provided at the start of these terms and conditions to end the contract and receive a refund for any products you have paid for in advance, but not received.
Returns & Exchanges
7 – Changing your mind
For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs, if you are not 100% happy with your purchase. This is subject to some conditions, as set out below, and you will have to return the item to us at your own cost.
Please be aware that you cannot change your mind about an order for any items which you have requested to be altered or tailor made. These items are non-returnable due to their custom and personalised nature.
If you change your mind about a product, you must let our Customer Service Team know no later than 14 days after that product is delivered to you.
You will have to return the items (and any free gifts provided with the items) to us within 14 days of you telling us that you have changed your mind by sending the items back to us using an established delivery service. We recommend keeping a receipt or other evidence from the delivery service to prove that you have returned the item and the date when you sent it to us, as we may need to see this receipt if the item does not reach us within a reasonable time or we will not be able to refund you the purchase price.
8 – Returning unwanted any items to us
Unwanted items must be in the original condition in which you received them, with all original tags and packaging intact. When trying on items, please ensure that you are not wearing perfume, make up, deodorant or fake tan which may leave a scent or residue on the item.
We will not be able to offer you a full refund on any item which has evidence of wear, missing accessories, excessive handling, or where these instructions have not been followed. If you handle the product in a way which would not be acceptable in-store, we can refuse or reduce your refund to compensate us for its reduced value and in some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.
If we have not yet despatched the items, we will refund you as soon as possible and within 14 days of you telling us that you have changed your mind.
If the items have been delivered to you, you will need to return the items to us within 14 days of telling us that you want to do so. For your own protection we recommend using a signed for delivery service or one which insures you for the value of the goods you are returning.
We do not cover postage costs for returning items where you have changed your mind and we do not refund postage costs for International customers, the channel islands and all other remote areas. The original postage paid to receive your order will be refunded providing the complete order is returned.
When returning the items please ensure the “Returns & Exchanges” paperwork included in your delivery is completed and include a copy of the invoice which accompanied your order.
We will refund you within 14 days of receiving the items back from you, providing the above conditions have been met. If there are issues with the condition of the items returned to us, we will notify you of any reduction in the refund value for the items.
9 – Defective items
If you believe that the item you have received is faulty, you must notify our Customer Service Team as soon as you notice the problem. We honour our legal duty to provide you with items that are as described to you on our website and that meet all the requirements imposed by law.
You will be entitled to a refund or replacement up to 30 days from the date when the defective item was delivered to you. You may have the right to a replacement up to six months from the date when the item was delivered to you in some circumstances. For detailed information on your legal rights please visit the Citizens Advice website on www.citizensadvice.org.uk and remember that you have several options for resolving disputes with us.
You will not have the right to return a defective item if it was damaged by wear and tear, or your own actions after the item was received by you, or if you knew it was defective when you purchased it.
You still have the right to obtain a refund for a personalised item if it was faulty when you received it.
10 –Returning defective items
If you want to return a defective item to receive either a refund or a replacement, you will need to first return the item to us. When returning an item in this way, please ensure the “Returns & Exchanges” paperwork included in your delivery is completed, stating the reason for return and if you require an exchange or refund. Please also include a copy of the invoice that accompanied your order.
A refund or replacement will be issued to you within 14 days of us being in receipt of your item, providing that the conditions listed above have been complied with.
We only refund standard delivery costs and we don't refund any extra you have paid for express delivery or delivery at a particular time. International customers should note that we do not refund International postage costs and that any request for an exchange will incur an additional delivery charge to send your exchanged item.
We aim to process all returns, exchanges, and refunds within 14 days of receiving them into our warehouse. Please be aware that once your refund has been processed by us it can take 3-5 days to appear in your account. This is beyond our control and is dependent on your payment provider.
Refunds are issued against the original method of payment. We do not issue refunds to third parties.
Resolving disputes with us
11 – Our responsibility for Loss or Damage Suffered by you
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for:
· death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
· fraud or fraudulent misrepresentation;
· breach of your legal rights in relation to the products including the right to receive products which are:
o as described
o matching information we provided to you and any sample or model seen or examined by you;
o of satisfactory quality;
o fit for any particular purpose made known to us;
o supplied with reasonable skill and care.
Please note that we only provide the website for domestic and private use. You agree not to use the website for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We are not responsible for any losses you suffer by us breaking this contract unless the loss was:
12 – Complaints
Our Customer Service Team will do their best to resolve any problems you have with us or our products and we would appreciate the chance to resolve such problems before you consider your other options.
You may be able to access alternative dispute resolution if we are unable to resolve your problem, which is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.
Lastly, it is possible for you to go to court.
General provisions
13 – Gift Vouchers
Gift Vouchers are valid for 12 months from date of purchase and can only be redeemed on our website. Vouchers cannot be exchanged for currency.
14 - Discount Codes
Only one discount code at a time can be applied to a single order.
Discount codes are stand-alone and are not able to be used in conjunction with any other code or offer available at the time unless otherwise stated. The Pretty Dress Company reserves the right to amend, cancel or withdraw a promotion at any time. Discount codes are not applicable to any pre-order or bespoke item unless otherwise stated. If you are unsure if an item is a pre-order item, please check the full description or contact customerservice@theprettydresscompany.com.
15 – Intellectual Property
All designs, images and text on these pages are the sole property of The Pretty Dress Company (London) Limited and may not be reproduced.
16 – Data Protection
Before using our website please ensure that you have read our Privacy Policy and Cookies Policy which details information we may gather when you place an order to enable us to fulfil your order and how we safeguard that data.
We will use the personal information you provide to us to supply the products to you; to process your payment for the products; and if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
We are unable to provide information about an order to a third party.
17 – Viruses
We do not guarantee that the website will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access the website. You should use your own virus protection software.
You must not misuse the website by knowingly introducing viruses, Trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to the website, the server on which the website is stored or any server, computer or database connected to the website. You must not attack our website via a denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the website will cease immediately.
18 – Third party rights
Any contract under these terms is between you and us. No other person shall have any rights to enforce any of its terms and neither of us will need to ask anybody else to sign-off on ending or changing it.
19 – Third party rights
Each of the paragraphs of these terms operate separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
20 – Transferring rights and obligations
We can transfer our contract with you, so that a different organisation is responsible for supplying your item. You can only transfer your contract with us to someone else if we agree to this, however, you can transfer our guarantee to a new owner of the item. We can require the new owner to prove you transferred the item to them, for example by providing us with proof of purchase for the item.
21 – Delays
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
22 – Law and Jurisdiction
The use of our site, these terms and conditions and any contracts formed on the basis of them are governed by English Law.
You and we both agree that the courts of England and Wales will have exclusive jurisdiction save that if you are a consumer, as opposed to a business:
a. You can bring claims against us in the English courts regardless of where you live;
b. If you live in Wales, Northern Ireland or Scotland, you may also bring proceedings in the courts of the country you live in; and
