FAQs

If you have any questions about our garments, services or anything else, check out our FAQs below. If you can't find the answer you're looking for, please contact us and we'll be happy to help.

The Dresses

Ordering

Please review the payment information that you entered at checkout. Especially your billing postcode as this is usually the main reason that a transaction fails.

Funds are often placed on 'pending' by your bank before a failure is confirmed and the funds are returned into your account.

If this happens, when trying to make the purchase again, ensure you have entered the correct billing postcode.

If the problem continues, please contact enquiries@thandth.com.

For declines you may need to contact the issuing bank of the card.

Once an order is placed, you can change it up to the point of fulfilment. Once and item has been fulfilled and shipped we are unable to make any changes. You will get an email advising that your order has been fulfilled. If you need to cancel or make changes please email enquiries@thandth.com as soon as possible quoting your order number.

Please make sure your shipping address and billing address is correct, our system will not process your order if any of your details are incorrect.

As we are a tiny company we only hold limited amounts of stock so we always advise buying as soon as possible. If we have sold out of an item or size we will always give you information on the page if we are restocking the item.

Please also sign up to the 'back in stock' notifications on the relevant product page

We also offer pre order. You can purchase your sizes in a style that is due to be restocked and we will reserve these for you. Your will make full payment at reservation stage and your pre order gowns will be despatched automatically as soon as our delivery arrives. If you have ordered other ‘in stock’ items with your pre order, your return policy start from the day you receive you final item.

Shipping - U.K.

We ship all our dresses from our warehouse in Royal Leamington Spa, U.K.

Shipping - Rest Of The World

Irish orders are currently not subject to customs tax and import duty.

For all other countries, there may be an additional customs tax and country import duties that will need to be paid by the recipient before delivery when receiving an item from our warehouse. You will be liable to pay all duties and taxes. Duties and taxes are nonrefundable.

This charge is determined by your local customs authority and includes;

1. The Sales Tax applied by your country for purchases from the U.K.; and

2. Duties charged for processing by your country.

As this varies per country, this has not been included in your total invoice or shipping rate so please be aware of this if you are ordering from outside the U.K. Unfortunately we have no control or visibility of these charges as these are not decided by TH&TH, we can only advise you to be prepared for extra charges upon delivery.

Returns

For all online orders we offer a 14 day returns policy starting from the date you receive your order. We will accept returns in new condition with all original tags, hanger and poly bag included for a refund.

You will receive a returns form in your order. Please follow the simple instructions listed on the form to complete your return. You are responsible for shipping costs for your return.

Please try items on with care. If you decide to return your item, please ensure it is in perfect condition. Please ensure the item is clean (no make up, fake tan, deodorant, perfume or other stains)

Your refund can only be credited to the original form of payment used to make the purchase.

TH&TH Ltd are not responsible for lost or missing return parcels (unless you send the parcel tracked and can show that the parcel has been signed for at our warehouse). We can only refund items that arrive to our return centre and in the same condition they were sent.

Please ensure your parcel is labelled clearly and securely packaged when returning. Please also ensure you add a senders address to the parcel.

We do not provide any acknowledgement when we receive your return. Instead, we advise our customers to check the return tracking for delivery status.

Our usual refund processing time is 10-14 working days. We are a small team and in busier periods refund time may take slightly longer. So please allow up to 21 days from the day the return was received for it to be processed and up to one billing cycle for the refund to appear back onto the original form of payment. Your refund can only be credited back to the original form of payment. We will send you an email when we have processed your refund, it can then take a few more days for the amount to settle and be shown as back in your account.

If you need to contact us to discuss your refund further please email enquiries@thandth.com with the following details:

1. Tracking details for your item

2. Your Order Number

Garment Care

All of our gowns are made from delicate fabrics so we recommend dry cleaning. Please follow the care label that is attached to prolong to life of your gown.

We recommend steaming your gown to remove unwanted creases. If you have ordered online your gown will have been folded and will need to be steamed to ensure it looks incredible. We recommend you test a small area first to ensure you have the setting correct.

We do also recommend having a handheld steamer available to use on the morning of the wedding to remove any last minute creases.

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