Returns & Exchanges Policy

Returns & Exchanges Policy

Please read these terms carefully before using our website or placing an order. By continuing to browse or shop on our site, you acknowledge that you have read, understood, and agree to abide by the following terms.

Our returns and exchange policy varies depending on the type of product purchased. Please refer to the relevant section below for detailed guidance.

1. In-Stock Products

A refund, exchange or credit note can be made available for eligible products within 14 days of receiving your order.

To begin a return, please contact our Customer Support Team at shop@nolagrey.co.uk.

Exclusions:
Refunds are not offered on the following:

• Sale items
• Limited edition items
• Custom, made-to-measure or bespoke items 
• Sample items

In these cases, a credit note or exchange may be offered, subject to availability.

Note:

• Sale items are clearly marked with a red “Sale” icon on the product page.
  
• Made-to-order items are produced after an order is placed and are crafted in standard sizes, with a production lead time of 2–3 weeks
• Made-to-measure items are tailored specifically to your measurements and are non-returnable due to their personalised nature.

Return Conditions:
Returned items must:

• Be in original condition
• Be free from makeup, marks, stains, or odours
• Not have been worn, altered, or washed
• Have all original tags and packaging intact

We recommend trying on items immediately upon receipt. Please avoid contact with moisturisers, deodorants, and makeup. Try items on clean, carpeted, or tiled surfaces.

Faulty Items:
If your item has a manufacturing fault, return postage will be reimbursed once the item is received and assessed. However, if returning due to a change of mind, you will be responsible for all return and replacement shipping costs.

Important: Exchange items will not be dispatched before we receive and inspect the original item(s).

2. Made-to-Order Products

Our standard made-to-order items (including veils and bridal robes) are made in accordance with our size guide and have a lead time of approximately 2–3 weeks.

• We offer free exchanges on these items within our standard return window.
• If you wish to cancel your order more than 5 days after purchase, a 10% cancellation fee will apply. This fee covers admin, lace and fabric allocation, pre-production work, and pattern preparation.

3. Custom Fit Products

Items that fall outside our standard sizing or are tailored to your measurements—such as custom bridal robes, veils, and slip dresses—are classified as made-to-measure or custom fit. 

Due to their personalised nature, these items are non-returnable and non-exchangeable.

Cancellations:

• Within 48 hours of purchase: full refund
• Between 2-7 days: 50% cancellation fee
• After  7 days: no cancellations accepted
• No changes to the order may be made after 7 days post-purchase, regardless of dispatch date

Fit Concerns:
If you experience fit issues, you must notify our Customer Support Team within 48 hours of receiving your order. We will assess any genuine manufacturing fault, which may involve:

• Providing up-to-date body measurements
• Supplying clear images
• Further follow-up once the item is returned for physical inspection

If a manufacturing fault is confirmed, return shipping will be reimbursed, and a suitable resolution will be offered.

If no manufacturing fault is found, the item will be returned to you.

Replacement items will only be dispatched once the original item has been received and assessed.

4. Bodysuits and Lingerie Sets

For hygiene reasons, we do not accept returns or exchanges on bodysuits and lingerie.

Please review size guides carefully before placing your order. If you're unsure, our team will be happy to assist you.

5. Customised & Bespoke Products

Custom and Bespoke items are not eligible for returns or exchanges, as they are specially crafted to your specifications.

Post-Order Adjustments:
No changes may be made to your order more than 48 hours after purchase.

We strongly recommend double-checking your measurements at the time of ordering, as we cannot take responsibility for any inaccuracies or alteration needs unless due to a verified manufacturing fault.

Final Notes

We pride ourselves on the quality of our craftsmanship. All items undergo strict quality control to ensure the highest standard of design and finish.

If you have any questions about your order or our returns and exchanges policy, please contact our Customer Support Team at shop@nolagrey.co.uk. We're here to ensure your shopping experience is smooth and enjoyable.