- Terrington Burchett Ltd will hand treat and clean your Gown as many times as we feel that we should but not all stains are fully removable without damaging fibres.
- If your Gown is being sent for a ‘Pre-Wedding’ Clean, we advise that cleaning is undertaken before any alterations take place as on some fabrics there may be a degree of ‘relaxation’ depending on the material, however this is rare.
- We cannot guarantee that your Gown will come home looking ‘brand new’, especially if purchased as a ‘Pre-Loved’ or ex-sample Gown. What we can guarantee is that we will always strive to achieve the best possible results. In most cases this will indeed be a completely clean, fresh, and rejuvenated wedding dress.
- If your Gown is being sent for a ‘Pre-Wedding’ Clean, we advise that cleaning is undertaken before any alterations take place as on some fabrics there may be a degree of ‘relaxation’ depending on the material, however this is rare.
- There is always some risk in any cleaning despite the precautions taken which will include cleaning the dress on its own within a protective bag. Very occasionally threads that are extremely weak can break through no fault in the cleaning process.
- Pull, catches and abrasions to fabric – there is a risk that these may worsen during processing and in some cases result in holes appearing where pulls, catches and abrasions once were due to the fabric being weak and unstable in that area.
- Holes – holes are usually caused by insects, acid, grit, dust, and grease which can weaken and damage the fabric if left for a while. The damage then becomes a hole which may not always appear until after the Gown has been processed and is through no fault of any cleaning process.
- During the process itself, different parts of the dress can come into contact with each other which despite the best preparation, can very occasionally result in loss or damage to beads or trim. Should this happen, we will do our best to replace any lost or damaged trim.
- Glued detail: unless detail is stitched or heat fixed, we cannot take responsibility. Detail fixed with soluble glue cannot be guaranteed and may come off during the process.
- Photos – unfortunately due to lighting and some marks looking much better/worse in photos, we do not take photos after cleaning. If upon receipt, you are unhappy with results, we are always happy to re-collect and re-clean, but this would be at your own risk as we will always hand treat and process a Gown as many times as we feel we can to achieve the best results possible without over processing and causing damage to the fabric.
- Hangers are not returnable, if your hanger is personalised or special, please replace for a disposable hanger or no hanger at all.
- Collection: unless you have opted for the Tote box on collection, your Gown must be packaged in a secure cardboard box ready for collection, sealed with suitable tape (i.e. NOT masking or electrical tape) with the printable address label secured to the outside. If not packaged in a box or in the Tote box service, your Gown will not be insured during transit. Please note, boxes sent CANNOT be returned.
- Collection; if cancelled on the day will be chargeable at a rate of £10.00.
- Delivery: once your gown is ready for return, we will contact you to arrange a delivery date and confirm your return address details. Delivery dates need to be confirmed within two weeks of initial contact being made regarding return, or storage surcharges may apply.
- Your Gown will be fully insured for the *purchase value from the moment it leaves you until it is safely returned and signed for, so long as it packaged as we request on collection. This is either in a secure cardboard box sealed with plenty of tape with our address label secured to the outside or in the Tote Box the driver brings. *In the unlikely event anything was to happen, proof of purchase would be required. Claims cannot be processed until the courier has completed all necessary security checks which can take up to 90 working days.
If, in the unlikely event you have a complaint, please contact
us on free phone 0800 0935 429 within 48 hours of receiving your Gown.