Have a look at FAQ'S WEDDING DRESSES or FAQ'S ACCESSORIES to find the answer to some of our most popular questions or if you can't find the answer you are looking for please get in touch through our contact form, on 02088797744 or firstname.lastname@example.org.
FAQ'S - WEDDING DRESSES
When do I begin dress shopping?
We suggest you start shopping a year before your big day as you will need time to look around and really get a feel for what you love. We recommend leaving it no later than 8 months before your wedding, especially if you have a busy diary because appointments get booked up quite far in advance.
Where are you located?
We are positioned on the main high street in Wimbledon Village. We don’t have a shop front, but we are situated on the first floor above Prince the tennis shop to your left and Jigsaw to your right. You can’t miss our lovely door which has been hand painted in a lovely floral design.
Is there parking available near Luella’s?
Yes there is pay and display parking both in the village and by the common but we usually recommend that you travel via train or other public transport to get to us if you don’t want to be worrying about your meter running out during your appointment when you’re trying to focus on dress shopping. The traffic in the surrounding area can get quite busy (Putney Bridge for one!) so if you do have to drive to us, make sure you allow plenty of extra time.
Do I need an appointment to visit?
Yes we are appointment only, so please call or email us, to book in your preferred date and time.
How long is my appointment?
A bridal appointment normally lasts for 1 hour, but if we have some spare time after your appointment, we are happy to stay with you a little bit longer.
Is there a charge for appointments?
Bridal appointments in the week (before 4pm) are charged at £15 and during weekends and evenings they are £35 for the hour. This fee entitles you to a private appointment with one of our wedding stylists and is deducted from the price of your dress.
Can I come without an appointment just to have a look?
If you are in the area you’re more than welcome to pop by and visit us, however if we have an appointment at the same time then we must give priority to this. All of our dresses are displayed in our private appointment room, so we always recommend booking if you would like to view or try on the dresses. Our dresses are also available to view on our website.
Is the appointment private?
Yes!! We believe finding the perfect dress is a personal experience which is why every appointment you have with us will be in one of our lovely private bridal suites. On your first appointment you will have the opportunity to view all the beautiful dresses we have available and won’t have to worry about waiting for any other brides to try on your favourite dress.
Can I bring a baby/toddler to my appointment?
We love babies and toddlers here at Luella’s but unfortunately the boutique isn’t a suitable environment for little tots and they will not be permitted to come into the bridal suite.
Do I need to bring anything to my appointment?
We recommend bringing nude underwear and a strapless bra to your appointment but don’t worry if you don’t have either of these, it isn’t essential. We have a range of heels you can try with the dresses but you are also welcome to bring your own if you wish. We do ask that you wear minimal make up and try to refrain from using fake tan before your appointment. We understand you want to feel amazing trying on the dresses, but we want to be able to keep them looking as beautiful as possible for everyone.
Can I take photos in my appointment?
Unfortunately we can’t allow photos in the appointment. We have this policy for a number of reasons, one obvious one being that someone may try to copy the dress. Another reason is that the dresses probably aren’t fitting you properly so an image of a dress that doesn’t fit you is never a good idea. And lastly the appointment can quickly go from how you feel in a dress to whether you’re Instagram ready and you’re looking at yourself more on your friends phone screen than thinking about how you feel in the dresses.
Can I skype/facetime in my appointment?
Yes of course! We understand that lots of you have relatives and friends from all over the world that can’t come with you to your appointment. Whilst we don’t allow photos, we are happy for you to facetime or skype your loved ones. Please ask for our Wifi code for a faster connection.
How many people can I bring to an appointment?
It may seem like a great idea to bring all your friends and family to your wedding dress appointment but it can also be quite confusing if they all have different opinions. We recommend bringing 2 people with you, but just in case you don’t want to leave someone out, we do have seating for 3.
How do I cancel my appointment?
If something has come up and you need to cancel you’re appointment or reschedule then you just need to call us at least 48 hours before your booked appointment. As long as you contact us within this agreed period, then we are more than happy to refund or move your appointment to a different date and time. If you cancel your appointment with less than 48 hours, notice or fail to attend your appointment then this fee will be non-refundable.
Can I come back again for a 2nd appointment?
Yes we would love for you to come back to us after you have narrowed down your search, however you will still need an appointment for this, so give us a call and we will get you booked in.
What are the size of the dresses to try on?
Most of our samples are between a 10/12 UK size. We do have a few dresses in sizes 8 and 14 but please give us a call if you want to check the size of a specific style.
What is the price range?
The price range for our made to order dresses is £2000 - £6000 with our average price being £3000. We do have sample dresses that start from £500, you can find these on the Sample section of our website.
What is the latest I can order/order period?
If you want to avoid paying any additional rush fees, the latest point that you can order your dress is 6 months before your wedding. It is possible to order your dress later than this and we do have a couple of designers that can produce dresses in two months just in case you’re in a bit of a hurry!
Do you ship internationally?
Yes, no matter where you are, if you would like to place an order, we can get a dress to you!! Please contact the boutique for shipping information.
What size do your dresses go up to?
Our dresses are made to order, so while they aren’t made to measure they are made in your closest size and then they can be altered accordingly. This gives us great flexibility with regard to the sizes that we can make.
I found the dress, what now, how do I pay/place the order?
Congratulations!! The hardest part is over and you have finally found your dream dress. To order one of our dresses you will need to be measured by one of our team and sign our terms and conditions. We take 75% of the payment for the dress and the remaining 25% is due 8 weeks later.
Can dresses be customised?
Yes, most of our designers are happy to customise the dresses to suit your specific requirements.
Do you have an alterations service?
Yes, we provide a full alterations service for the bride and any of her wedding party.
How many fittings do I have?
Our brides normally have 3 fittings in total and usually take the dress away at the end of the third appointment. But you can have more or less appointments if you like, you just need to ask.
How much do alterations cost?
Our alterations are itemised. They could cost anything from £50-£450, depending on your requirements. On average alterations usually cost around £200-£250 per dress.
I saw you are holding a trunk show, what is this?
Trunk shows are great!! They are exclusive events that normally only last a week or sometimes for just a few days!! During these events a designer will send us a selection of dresses that we don’t usually stock. It could be the chance to preview their entire new collection or just to try on a selection of exclusive designs, but either way it’s a great opportunity to try on lots of dresses by your favourite designer. These events usually get booked up quite far in advance so please check our website and social media regularly for any upcoming events and book early if you don’t want to miss out.
I have a found a dress by one of your designers that you don’t carry it. Is it possible to still order this dress?
Yes of course!! You can order any of the styles by any of our designers. You can try on similar styles that we have in the boutique to get an idea of fit and quality. In some cases we may be able to get a sample of the dress in for you to try on.
Do you accept returns?
All sales for dresses are final and we do not accept returns. Accessories are exchangeable within 28 days of receipt (this excludes lingerie, sale items or bespoke orders which are non-refundable or exchangeable). Shoes are available for refund or exchange within 28 days of receipt providing they have not been worn outside and are not marked in any way.
Do you have a showroom for me to try on your accessories?
Yes we do! We also have lots more accessories available in the boutique that aren't available to view on-line so please contact us to make an appointment if you would like to come and see everything that we have to offer.
I have seen a product but it no longer seems to be in stock. Can you help?
If an item has a lead time stated on the product page, it means that we have currently sold out of stock (but may have stock due to arrive) or it’s currently available on a made-to-order basis. If you need the item earlier than the lead time stated, please get in touch to see if we can help.
If an item you wish to purchase is stated as being out of stock, it may be a discontinued product. Please contact us if you would like to find out if we’re likely to have further stock in the future.
Do you offer a bespoke service?
Yes some of our designers are able to create bespoke pieces and the majority of our designers are also able to customise existing designs (e.g. change sizing or colour). Please contact us if you'd like any further information.
How do I place an order?
We accept online orders or orders by phone (02088797744).
What forms of payment do you accept?
We accept Visa, Visa Debit, MasterCard, Maestro, American Express and PayPal.
Do I need an account to place an order online?
No, you are not required to set up an account on our website to place an order.
Do you accept international orders?
Absolutely! Delivery to Europe is £7.95 and £14.95 to the Rest of World. Delivery timescales are 5-7 working days to Europe and 7-10 working days for Rest of World.
What’s your policy on ordering multiple items to try on?
We understand that it is helpful to try on a variety of pieces (especially if your fitting/trial or wedding date is imminent and you have yet to make a decision on accessories!). However, we respectfully ask that you limit any single order for the same type of item to 3 items only - for example, 3 headpieces.
We very much want to help as many brides as possible, and as a small business, it’s impossible for us to hold huge amounts of stock across all styles.
Returning and ordering alternatives is absolutely fine, of course, as is ordering multiple items across different product types - for example, 3 headpieces, 2 bracelets, 1 belt.
Thanks so much for your understanding, and please contact us if you would like any advice on styles or sizing – we're always happy to help.
What if only part of my order is in stock?
If your order includes both stock items and made-to-order/out of stock items, we will usually send out the entire order together. Please contact us if you would prefer for any of the items to be dispatched earlier.
What happens if I notice that my personal details are incorrect after I have completed the ordering process?
If you realise your personal details are incorrect once you have completed the ordering process please contact us at email@example.com or 020 88797744. Whilst we can't guarantee that we'll be able to rectify the issue, we will try our best to amend your order.
My payment method was not accepted, but I know that have funds in my account. Can you please help?
Please contact us on firstname.lastname@example.org or 02088797744.
Can I amend my order after it's been placed?
In most cases, we will be able to amend the order, but if the order's already been processed, then this may not be possible. Please call or email us in the first instance, and we'll try our best to help.
I placed an order but did not receive an email confirmation.
Please check your junk and spam folders; this is the most common reason for not receiving emails. We recommend you add our email address email@example.com to your address book to ensure you receive all future emails from us. If you’re still having trouble locating your emails, please get in touch with us on 02088797744.
I put something in my shopping bag, why is it no longer there?
After a certain period, shopping bags are emptied. Please re-add items to your shopping bag.
How long will it take for my order to be delivered?
If your order is in stock, we will usually dispatch in 5-7 days. Express delivery (on orders placed before 12pm) takes 1 to 2 working days depending on which option you choose. For international orders, your order will take 5-7 working days to Europe and 7-10 working days for Rest of World. (Please note we are closed on Mondays so this is not treated as a working day.)
If your order includes any items that are made-to-order, then your order will be dispatched once all the items are in stock. The timescale for made-to-order items is stated on the product description. Once your order is due to be dispatched, we will send an email to you to notify you that your order is on its way.
How much is delivery? (These prices exclude the delivery of dresses)
Standard delivery in the UK is free. We also offer two further Royal Mail tracked services. 24 hour tracked £6.50 and 48 hour tracked £3.50. Delivery to Rest of World is £20.00.
Can you deliver to a different address than my billing address?
Yes, you can have your order delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company/organisation in the address field. Please also note that all our orders will need a signature on delivery.
Who do you use for delivery?
We normally use Royal Mail for our deliveries, but do, on occasion, use other delivery services/couriers.
Do deliveries require a signature?
To ensure the security of your order, a signature is required when a delivery is made. If there's no one to accept the parcel at the time of delivery, Royal Mail (or other delivery service) will leave a card for you to arrange collection or redelivery.
How do I return an item to you?
We want your purchase to be totally perfect for you. We’re happy to accept the return of unsuitable items as long as they are returned in original condition and packaging within 28 days. For hygiene reasons, earrings for pierced ears and knickers are excluded from our Returns Policy as are bespoke or custom made items.
To return your order, please email firstname.lastname@example.org.
View full details of our Returns Policy.
How long does a refund take?
We will process the refund due to you as soon as possible (and, in any event, within 28 days of the day we received your returned product). We will usually refund any money received from you using the same method originally used by you to pay for your purchase.