Refund policy

Returns & Refund Policy

Last updated: 23 March 2026

At DRESS LOUD (operated by Weekender Brands Limited), we want you to be happy with your purchase. This policy explains how returns, refunds, exchanges, and cancellations work. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contents

  1. Your Statutory Cancellation Right (Cooling-Off Period)
  2. Our Returns Policy
  3. Items That Cannot Be Returned
  4. Faulty, Damaged, or Incorrect Items
  5. How to Start a Return
  6. Return Shipping
  7. Exchanges
  8. Refunds
  9. Late or Missing Refunds
  10. Contact Us

1. Your Statutory Cancellation Right (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, when you buy online you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory cooling-off period.

To exercise this right, you must inform us of your decision to cancel by a clear statement (e.g. by email) before the 14-day period expires. You then have a further 14 days to return the goods to us.

Important exceptions: The cancellation right does not apply to:

  • Personalised or made-to-order items (e.g. custom printed t-shirts, hoodies with names/slogans)
  • Sealed goods that have been opened and cannot be returned for hygiene reasons (e.g. wigs, hosiery, underwear, cosmetics)

These exceptions are permitted under Regulation 28 of the Consumer Contracts Regulations 2013.

2. Our Returns Policy

In addition to your statutory rights, we offer a 30-day returns window from the date you receive your item. To be eligible for a return, items must be:

  • In new and unused condition
  • In the original packaging with all tags attached
  • Free from wear, washing, alterations, or damage caused by the customer

We reserve the right to refuse a return or issue a partial refund if items are returned in a condition that does not meet these requirements.

3. Items That Cannot Be Returned

The following items are non-returnable unless they arrive faulty, damaged, or incorrect:

  • Personalised products: any item made to order with custom text, names, images, or slogans (e.g. personalised t-shirts, hoodies, sweatshirts)
  • Hygiene-sealed items: wigs, hosiery, underwear, and cosmetics where the hygiene seal has been broken or packaging opened
  • Sale items: final sale items marked as non-returnable at the time of purchase (if applicable)

If you are unsure whether your item qualifies for a return, contact us before sending it back.

4. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or is not what you ordered:

  • Contact us within 30 days of delivery for a full refund
  • Between 30 days and 6 months, we will offer a replacement or repair. If we cannot resolve the issue, we will issue a refund
  • We will cover the cost of return shipping for faulty, damaged, or incorrect items

Please include photographs of the fault or damage when you contact us. This helps us resolve your issue quickly and may be required before we authorise the return.

Personalised items: if a personalised product arrives with a printing error, misspelling, or damage caused during production, we will replace it at no cost or issue a full refund. Errors that result from information you provided (e.g. a misspelt name in your order) are not covered.

5. How to Start a Return

Step 1: Email us at hello@dressloud.co.uk with the subject line "Return Request" and include:

  • Your order number
  • The item(s) you wish to return
  • Your reason for returning
  • Photographs (required for faulty/damaged items)

Step 2: We will review your request and reply within 2 working days with return authorisation and instructions.

Step 3: Post the item(s) to us at the address below. We strongly recommend using a tracked and signed-for postal service, as we cannot accept responsibility for items lost in transit back to us.

Return address:
DRESS LOUD (Returns)
5 Tree Close, Tilehurst
Reading, RG30 4TG
United Kingdom

Please do not send returns without contacting us first. Unauthorised returns may experience delays in processing.

6. Return Shipping

  • Standard returns (change of mind): the customer covers the cost of return shipping
  • Faulty, damaged, or incorrect items: DRESS LOUD covers the return shipping cost
  • Restocking fees: we do not charge restocking fees
  • Pre-paid return labels: we do not provide pre-paid labels for standard returns. We recommend Royal Mail Tracked 48 or a similar tracked service

7. Exchanges

We do not offer direct exchanges. If you need a different size, colour, or product:

  1. Return the original item following the process in Section 5
  2. Place a new order for the item you want
  3. We will refund the original item once we receive and inspect it

This ensures you receive the correct replacement as quickly as possible without waiting for us to process the return first.

8. Refunds

Once we receive and inspect your returned item (usually 2–3 working days after arrival), we will notify you by email whether your refund has been approved.

If approved, we will process your refund to your original payment method within 5–10 working days. The time for the refund to appear in your account depends on your payment provider.

What we refund:

  • The full item price (or partial refund if the item shows signs of use)
  • Original outbound shipping costs — only if the return is due to our error (faulty, damaged, or incorrect item)

What we do not refund:

  • Original outbound shipping costs for change-of-mind returns
  • The cost of return postage for change-of-mind returns
  • Any express or upgraded shipping charges unless the entire order was faulty

9. Late or Missing Refunds

If you have not received your refund within the timeframe above:

  1. Check your bank account or card statement again — some providers take a few days to process
  2. Contact your bank or card issuer, as processing times can vary
  3. If you have done both and still have not received your refund, email us at hello@dressloud.co.uk and we will investigate

10. Contact Us

For any questions about returns, refunds, or your statutory rights, contact us:

DRESS LOUD (Weekender Brands Limited)
5 Tree Close, Reading, RG30 4TG
Email: hello@dressloud.co.uk
Phone: 0118 203 0818
Hours: Monday to Friday, 09:00 to 17:00 (GMT)

Nothing in this policy affects your statutory rights. For more information on your consumer rights, visit Citizens Advice or contact Trading Standards.