Try Before You Buy T&Cs

How My Fitting Room works:

1. Choose up to 3 dresses. We’ll deliver them to you for free.

2. Try them out in the comfort of your home. You’ll have 24 hours to make up your mind.

3. Keep what you want to buy. You’ll be charged only at this point if you decide to buy.

4. Return what you do not want. We'll arrange a pick-up for the next day.

We offer Free Delivery & Return with our 'Try before you buy' service. 

Please note that during promotions, sales, and clearances our Try Before You Buy service is not available but we'll still include Free Delivery.

The Try Before You Buy service is available only to customers residing in the UK. For more information on how our 'Try Before You Buy' program works please go to https://duchesslondon.co.uk/my-fitting-room-tc/

1) We are pleased to offer you this innovative service that will allow you to try up to 3 garments in the comfort of your home, before any payment is taken from your debit/credit card.

At check-out we’ll ask for your credit/debit card details only to pre-authorise the amount of your order. Pre-authorisation allows your bank to let us know that there are sufficient funds on your bank account in case you'll decide to buy any of the items you have ordered. The pre-authorisation is NOT a charge; NO funds will be debited from your account at this point. Your card will be charged ONLY IF you decide to keep any of the garments you have tried on.

With this service we offer free delivery and return, through a courier. We ship/deliver from Mon-Fri (excluding public holidays). On orders placed by 3pm (GMT/BST) Mon-Fri we'll try to ensure next-day delivery. Orders placed on a Friday after 3pm (GMT/BST) will be shipped the next Monday (excluding public holidays).

2) From the moment the garments are delivered to you, you will have 24 hours to decide if you want to keep or return any of the garments you have tried on.

3) Before the 24 hours expire, just email us at info@duchesslondon.co.uk to let us know if you want to return/exchange any of the garments. If we do not hear from you, we’ll consider your order completed and will proceed to charge your credit/debit card.

3a. If you would like to exchange any of the items, we will:

  • arrange for a courier to collect the garment(s) you want to exchange;
  • arrange for a courier to deliver the new garment(s);
  • proceed to close the order by charging your credit/debit.

3b. If you'd like to return all/any of the garments, we’ll arrange a pick-up from your address for the next day. 

The following applies to Returns, and Exchanges. It’s important that the items you want to return/exchange be handed over to the courier on the day we have arranged for you. Failing this, we’ll consider your order completed and will proceed to charge your debit/credit card.

Items should be returned unused and with all garment tags still attached.

If the plastic tag attached at the garment is broken we will not refund the garment.

Where provided, belts and any packaging such as instructions, authenticity cards, dust bags, and leather tags should be included with your return.

Our branded boxes are considered to be a part of the product and must be returned with the item(s). This is also to ensure that item(s) arrives back to us in a suitable and undamaged state.

For returns that are damaged or soiled a refund could be refused.

If garments come back with any damage, stains, or signs of wear beyond trying on indoors, fees do indeed apply:

Stains: £75 cleaning fee
Zipper damage: £95 repair fee
Other rips/tears: from £175 repair fee

If the dress is damaged/stained beyond repair, we will have to charge you for the full price of the gown. We hate to go there, so kindly treat the samples with some TLC and return them on time. Any questions? Email us at info@duchesslondon.co.uk if you have any doubts.

4) What happens if you change your mind after we have charged your debit/credit card?

You have the right to return your order within 14 days from the day you have received your purchase.

To initiate the return procedure, please contact us at info@duchesslondon.co.uk.

Items should be returned, unused and with all garment tags still attached. If the plastic tag attached at the garments is broken we will not refund the garment. Our branded boxes are considered to be a part of the product and must be returned with the item(s). This is also to ensure that item(s) arrives back to us in a suitable and undamaged state. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.

Where provided, belts and any packaging such as instructions, authenticity cards, dust bags, and leather tags should be included with your return.

You will return your items to us using your own shipper and bearing the direct cost of the delivery to us. We recommend that you insure the parcel as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any loss for any item(s) you have chosen to send.

You shall send back the items to us at the address below, without undue delay and in any event not later than 14 days from the day on which you have recieved your purchase. The deadline is met if you send back the items before the period of 14 days has expired.

Duchess London

c/o FortBox

6 Hall Rd, London NW8 9PA

All exchanges are subject to stock availability. We charge £6 to deliver to you the exchanged items.

Refunds

We will withhold reimbursement until we have received the goods back. Refunds will be credited to your original method of payment, in any event, you will not incur any fees as a result of the reimbursement. On receipt of returned items, we shall process the refund as soon as possible.

5) Faulty Items

Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.