FAQ's

1

I’ve seen a Dress that I would like to buy but it’s out of stock, when will you be restocking it?

Many of our dresses are produced in small quantities, as we have limited amounts of fabric available. This means that often we are unable to produce more of a dress in a certain print. If a dress is due to be restocked, you will be able to select the option to ‘Inform me when back in stock’. Unfortunately, if you do not see this option, then we will not be getting this particular dress back in stock.

2

Are you able to make dresses to order?

Generally speaking, the answer is no. While we would love to be able to offer this, the cost would be extremely high for us to make dresses to order.

3

I am shopping from abroad, how do I know which size to choose?

All of our items are in UK sizing. If you are not sure which size to order, we would recommend using our measurements, available via Size Guide on any product page. All dresses do fit slightly differently, so please do check your measurements against each of our styles. If you are still unsure about which size to order, please do Contact Us and we will be happy to help.

4

How secure is your website?

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

5

What payment methods do you accept?

We accept Visa, Visa Electron, MasterCard, Switch/Maestro, Solo, Paypal, Amazon Pay and our Lady V London vouchers.

6

Why has my card been declined?

All credit/debit card transactions are subject to validation checks and authorisation by your card issuer. Unfortunately, it is beyond our control if the issuer of your payment card refuses to authorise the payment, but you will be notified of this immediately at the checkout. A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.

7

Can I cancel an order?

Yes you can cancel or amend the order but have to contact us to do so. Please let us know if you want to amend or cancel your order before we despatch you order. In some cases, we will not be able to cancel the order if it has already been shipped.

8

I have a query relating to overseas orders?

You can only order from countries that we ship to. To find out the countries that we deliver to, please click here to see our International Delivery Costs.

9

My items are for business purpose, how do I get a VAT receipt?

If you require a VAT receipt, please Contact Us and we will be more than happy to provide this for you.

10

I am an international customer and I am having problems placing an order, can you advise?

If you are using a credit/debit card from abroad, you may find that your card issuer puts a stop on the card for security purposes. Please make sure that you correctly enter your billing address, and CV2 code (the last three digits on the back of your card). If you continue to have difficulties placing your order, you may find that using the card through the PayPal payment gateway results in a successful payment. For full details of why a payment has been declined, please contact your card issuer.

11

What do I do if there is a problem with my order?

We are always here to help. Please Contact Us.

12

I need to return a dress, how should I do this?

If you need to return a dress, please read our Returns Information. You will find details of how to return your order, and what information we require from you within the returned package.

13

I need to exchange a dress, how should I do this?

If you need to exchange a dress, please read our Returns Information. Please note that we are unable to reserve items for exchange, so would recommend re-ordering to secure the style/size that you require.

14

Can I amend my order once it has already been placed?

If you need to amend an order, please call us on +44 203 148 2011 or email us at info@ladyvlondon.com. If your order has already been processed, we are unable to amend the order in any way.

15

How can I contact your couriers?

We will contact couriers on your behalf. Please Contact Us and let us know your query. Please note that we are unable to chase deliveries, until the expected delivery date has passed.

16

Why doesn’t my voucher code work?

Please check that you have correctly entered the code, and that it is still valid and not out-of-date. If you have a gift voucher that is not working, please Contact Us.

17

How do I sign up to your mailing list?

Scroll to the bottom of any page and enter your email address in the section headed 'Newsletter'.

18

How do I remove my details from your mailing list?

All you need to do to remove your details from our mailing list, is click the ‘unsubscribe’ link in the e-mail you receive.

19

Do you deliver to BFPO or PO box addresses?

We can deliver to BFPO addresses in the UK. Unfortunately we cannot deliver to PO Boxes in the UK. We can deliver to PO Boxes abroad, on selected services (excludes Express).

20

Can I specify a time for delivery?

Unfortunately you are unable to specify a delivery time. Orders dispatched with DPD on our ‘Next Day’ service within the UK will receive a 1 hour time slot, via text message/e-mail on the morning of your delivery.

21

Which couriers do you use for the UK and International orders?

UK Standard Delivery: We use Royal Mail for our UK Standard Deliveries. To track your order visit www.royalmail.com and enter the tracking number provided in your dispatch e-mail. UK Next Day Delivery: DPD provides our Next Day Service within the UK. To track your order visit www.dpd.co.uk and enter the tracking number provided in your dispatch e-mail. International Delivery: We use an international shipping partner, Global-e, and your courier will depend on destination and service selected.