Frequently Questions

Below are frequently asked questions, you may find the answer for yourself

Terms and Conditions

Delivery, refund and return

We would like to take this opportunity to thank you for your custom and advise you of the following Terms and Conditions. Whilst every effort will be made to ensure these terms are brought to the attention of the customer, the responsibility remains with the customer to make themselves aware of them.

 

Ordered Goods

– A minimum 50% deposit is required at the time of order; the remaining balance is due for payment in full on the Collection Date / Fitting Date. Full payment is required for custom dress. All payments and deposits on ordered items are non-refundable and non-exchangeable under any circumstances. We are currently NOT providing made to measure service.

Shipping issues and lost packages

Once items have been have left us they are at the mercy of the mailing service. we send all packages/parcels through trusted courier services utilizing their insurance cover.

Collections

Ordered goods normally take between 2- 18 weeks for delivery; any orders required within 4 weeks will be deemed as an URGENT order, and is subject to an additional £30.00-£50.00 charge.

PLEASE NOTE: The notification of APPROXIMATE delivery dates will be advised when placing the order; however this may not be the exact date which the dresses arrive in store. There may be up to 10 days difference depending on the postage and delivery. Oriental Pearl cannot be held responsible for any delays which are beyond our control. Customers are advised to confirm with the store that the goods are ready prior to collection. If goods are paid in full, the set goods must be collected within 28 days of the collection date. Thereafter a nominal fee of £5 per week will be charged until goods are collected.

When goods are collected, the customer is liable for checking and inspecting the status and condition of the item. Please ensure that you have all your goods and are satisfied with their condition prior to leaving the shop.

If the customer is not satisfied with the size/color they have chosen after the dress has arrived, any re-ordering of dresses will be charged at 50% of the original purchase price, unless the size/colour is wrong due to our negligence.

If payment is not met, one reminder will be sent and if payment or contact is not received by the given date, we will assume that the goods are no longer required and reserve the right to return the goods to display for resale. You will then forfeit your deposit and any other payments made.

Alterations

All dresses are made to the nearest standard size only. If the client insists on ordering a dress which is smaller than recommended, we cannot be held responsible.

The standard size is based on the largest bust, waist or hip measurements and agreed with clients at the time of ordering. Therefore, alternations may still be required when customers come in for the fitting. To reach the optimum fit through alterations, more than one fitting may be required.

We will recommend the amount of alterations to dresses, but if the client insists on a fit tighter than recommended, we cannot be held responsible. Equally, we accept no responsibility for gowns which do not fit when collected due to clients increase or decrease in weight or any other reason beyond our control.

During fittings, shoes and underwear must be the ones intended for the occasion.

Alternations are charged separately. No alternations can be carried out unless the alternation charges have been paid in full.

Style changes

Dresses requiring extra length or style changes, which the customers wishes to make are subject to a surcharge carried forward to the customer from the manufacturer. For each dress the surcharges will be added to the cost of the goods. The costs of the surcharge are available on request in store. These charges will be added to the cost of the goods when ordered.

The customer is fully responsible for any style changes made to dresses. No refund or exchange can be provided for dresses which have been subjected to a style change.

Cancellations

In the event of the occasion being cancelled for any reason, the remaining amount becomes payable immediately and all goods must be collected. Otherwise, All deposits and subsequent payments will be forfeited. If goods are paid for in full, the set goods must be collected within 28 days of the cancellation date. Thereafter a nominal fee of £5.00 per week will be charged until goods are collected.

Faulty Items

Please note that damaged items as a result of wear and tear are not considered to be faulty. We will try our very best to repair faulty items or if the item is beyond repair and we do not have replacement stock you will receive a full refund. Please get in touch if you wish to return any pieces to ensure you are given an authorisation number and you are fully aware of the process for returning goods.

Goods will only be classed as faulty if they are received damaged, or where a manufacturing fault occurs. Please explain the reason why you wish to return your piece(s). If an item is faulty please give full details of fault.

Refunds/replacements for items bought as gifts can only be given/sent to the original purchaser.

How to return your pieces?

You are responsible for the cost of shipping/postage of any returned items. Oriental Pearl will not pay for shipping/postage of any returns unless they are faulty. If you receive a faulty item, please email [email protected] explaining in detail of the fault. We will then make arrangements to assist you with returning the item(s).

You will be required to return your item(s) using a secure method such as Royal Mail recorded or special delivery service.

Once we have received the returned goods, you will receive an email confirmation and that you have been credited with the amount owing to you. Depending on processing time between various card issuers, please allow 7 to 10 working days for your bank to complete the transaction.

We really want you to be happy with your items so make every effort to understand your requirements before we send out your order. Please just call or email if you would like to check anything.

We reserve the right to refuse orders and services.

Product Details

We try to display as accurately as possible the goods that appear on our website. However, we cannot guarantee that the true colour of gem stones and other materials will be represented accurately as the colours that you see depend on your monitor’s display and other factors beyond our control. All sizes and measurements given are as accurate as possible.

Your Warranty

Ordered goods normally take between 2- 18 weeks for delivery; any orders required within 4 weeks will be deemed as an URGENT order, and is subject to an additional £30.00-£50.00 charge.

PLEASE NOTE: The notification of APPROXIMATE delivery dates will be advised when placing the order; however this may not be the exact date which the dresses arrive in store. There may be up to 10 days difference depending on the postage and delivery. Oriental Pearl cannot be held responsible for any delays which are beyond our control. Customers are advised to confirm with the store that the goods are ready prior to collection. If goods are paid in full, the set goods must be collected within 28 days of the collection date. Thereafter a nominal fee of £5 per week will be charged until goods are collected.

When goods are collected, the customer is liable for checking and inspecting the status and condition of the item. Please ensure that you have all your goods and are satisfied with their condition prior to leaving the shop.

If the customer is not satisfied with the size/color they have chosen after the dress has arrived, any re-ordering of dresses will be charged at 50% of the original purchase price, unless the size/colour is wrong due to our negligence.

If payment is not met, one reminder will be sent and if payment or contact is not received by the given date, we will assume that the goods are no longer required and reserve the right to return the goods to display for resale. You will then forfeit your deposit and any other payments made.

All details provided by you the purchaser on the order form/over the telephone for the purpose of purchasing the products are correct, that your method of payments and sufficient funds and/or limit available will cover the cost of the products.

Once you have made your choice and placed your order, you will receive an email to acknowledge that we have received your order.

Colours and shades on fabrics and designs on trimmings including lace may very slightly different. Nothing in the above shall affect your statutory rights.