FAQ's

The dresses

Where can i try on your dresses?

Head to The Wedding Gallery in London where you can try our gowns surrounded in total luxury. The Wedding Gallery is a brand new bridal department store that you and your friends will love. For appointments please visit their website or email hello@the-weddinggallery.com

DO you offer alterations?

We don't offer alterations here at TH&TH but please visit our alterations page for information on how to find recommended alterations professionals?

how long are your dresses?

We make all of our dresses long enough for a 6ft height. All of our dresses are easily taken up by an alterations professional. Even our scalloped lace edge hems can be taken up simply as the edging is a trim.

 

Ordering

What currency are your prices in?

Our office is in lovely London and our warehouse is in Hong Kong and all prices displayed are in Pound Sterling (GBP).

What if I need to change or cancel my order?

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, it's a little bit 'computer says no'.

WHERe is my order?

Once you’ve received your shipping confirmation email you can use the courier tracking number given to track you parcel. 

If you have any questions about the status of your order please email us on enquiries@thandth.com

What if something I ordered arrived damaged?

We do our very best to inspect every aspect of your order before it ships but if you find something unsatisfactory please email us straight away at enquiries@thandth.com

A style is sold out, when will it be back in stock?

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

Can I order a bespoke dress for my wedding or bridal party?

Yes, we can offer a full bespoke service for both bridal and bridal party gowns. Please visit our TH&TH Privé page for full details.

Do you offer group discounts for LArge bridal parties?

We regrettably cannot offer discounts, sorry.

CAN I return an item i bought at a sample sale

All purchases at sample sales are final so we are unable to offer refunds.

I have changed the date/cancelled my wedding, please can i be refunded?

We can only accept a refund within 28 days of you receiving your order. We kindly ask you not to email us with a request if 28 days have passed.

 

Delivery

UK, Ireland & European Shipping

 

How much does  shipping cost?

We charge a flat rate of £5.99 for shipping to the U.K

We charge a flat rate of £10.99 for shipping to Ireland and Europe

Duties and taxes are included in your total price

How quickly will i receive my order

We say expect your order between 5-7 working days. We aim to fulfil your order within 3-4 working days from our warehouse in Hong Kong, it then takes around 2-3 days to ship to you. If you require express delivery please contact us on enquiries@thandth.com

 

rest of the world Shipping

How much does rest of the world shipping cost?

We charge a flat rate of £10.99 for international shipping.

How quickly will i receive my order

We say expect your order between 5-7 working days. We aim to fulfil your order within 3-4 working days from our warehouse in Hong Kong, it then takes around 2-3 days to ship to you. If you require express delivery please contact us on enquiries@thandth.com

Are taxes and duties included in my order total?

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 in Hong Kong. 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 Hong Kong.; 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 Europe. 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

What is your online return policy?

For all online orders we offer a 28 day returns policy from when you receive your order. We will accept returns in new condition with all original tags attached for a refund.  

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

To request a refund please email enquiries@thandth.com for the returns address.

We recommend sending your return by recorded/trackable delivery. We recommend using Parcel To Go for the cheapest way to send.

We cannot refund items that do not get delivered to us and that cannot be tracked.

What if my return is late?

All returns should be in new, unworn condition with the tags still attached. Unfortunately any returns received more than 28 days from the received delivery date are ineligible for return and will be automatically reshipped to the customer upon receipt at our returns centre.

CAN I EXCHANGE FOr another size or colour?

Yes, please email us on enquiries@thandth.com with your request and we can manage your exchange.

how long will my refund take?

As soon as we receive your return it takes 1-2 days to process and the we say to allow up to 7 days for the payment to show on your account. 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. 

What is your in store return policy?

The Wedding Gallery cannot accept returns bought from our online store. And our returns centre cannot accept returns from The Wedding Gallery.

 

Garment Care

How can I care for my TH&TH dress?

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.

Contact

We are still a tiny team of 3 running all aspects of TH&TH so you will be speaking with either Louie, Kitty or Ping on all enquiries.

We are always here to reply on enquiries@thandth.com

For press please also email enquiries@thandth.com