Refund policy

Every Aeternum dress is made to order, to your own measurements. Because of this, we can't accept returns or give refunds if you change your mind. This applies whether or not your dress has been personalised or adapted.

Cancelling your order
Your dress goes into production once your measurements are confirmed. After that, the order can't be cancelled. If you need to cancel before then, please contact us straight away and we will explain your options.

Your measurements
Your dress is made to the measurements you give us. We check them with you before production begins, but we can't be responsible for the fit if the measurements supplied are wrong. We recommend having them taken by an experienced seamstress.

Faulty or damaged dresses
If your dress arrives faulty, damaged, or not as described, please email us within 7 days of delivery with photos. We will put it right by repairing or remaking it, or by giving you a refund if we can't. This does not affect your statutory rights.

Alterations
Most brides need no alterations. We can't cover the cost of alterations made by a third party, or any problem those alterations cause.

Import duties and taxes
If your dress is delivered outside the UK, any import duties, taxes and customs fees charged by your country are your responsibility and are not refundable by us. If a dress is refused or returned because those charges were not paid, we can't refund it, and the cost of returning it or sending it again is payable by you. See our Shipping policy for more.

Contact
kate@aeternumbridal.com