Returns & Exchanges
Our returns and exchange policy depends on the type of product you have purchased.
See below more detailed terms based on your specific purchase:
An exchange, credit note or refund can be made available within 14 days of you receiving your item(s). Please contact our Customer Experience Team (firstname.lastname@example.org) to arrange this. Once confirmed, we must receive your item(s) within 5 days if located in the UK or 14 days if located overseas. No refunds are offered on sale, limited edition, custom and made to measure products.
Items must be in original condition free of makeup, marks and stains, and must not have been worn, altered or washed. Any tags must remain in place. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified timeframe. Please try on the gown after a shower to avoid contact with moisturiser, deodorant or makeup. Additionally, please try on your gown on clean, carpeted or tiled flooring.
In the unlikely event of manufacturing fault, return postage will be reimbursed by Nola Grey upon receipt and assessment of Nola Grey item(s) will be carried out by the team. However, in the event of a change of heart, you will be liable for any additional postage to return your item and the purchase of the new and any additional cost of the new gown ordered.
Once the item(s) has been returned to Nola Grey, it will be inspected for approval and processing for a return, exchange or credit note. Exchange products will not be sent under any circumstances prior to the return of the original order.
Custom and Made-To-Measure Products
If you purchase a Made to Measure or a customs product, you can cancel your order up to 5 days after the purchase date and receive a full refund.
If you cancel your order between 6 and 14 days from purchasing your gown, the cancellation fee will be 60% of the product value. This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. After 14 days you will be unable to cancel you order.
You are unable to make any changes your order after 7 days post purchase regardless of the dispatch date.
We ask that you ensure your measurements are correct, and we do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault).
In the unlikely circumstance you have concerns regarding the fit of your gown once received, you must contact our Customer Experience Team (email@example.com) within 5 business days of receiving your order.
All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your gown on as soon as you receive it. If for any reason there is a genuine assessed manufacturing fault, postage will be reimbursed by Nola Grey.
To assess any alleged manufacturing fault, you will be required to provide updated measurements and images for our production team to make an assessment before the product is returned. There may be further requests to determine any alleged manufacturing fault after the item has been received by Nola Grey.
Once the Made To Measure item(s) has been returned or the information required for assessment has been received by Nola Grey, it will be inspected and an assessment will be made. The Customer Experience team will communicate in regard to the best resolution for any genuine manufacturing faults.
If, following the inspection, there is deemed to be no fault in manufacturing, the product(s) will be returned at the cost of £10(GBP)
Any replacement gowns will not be sent under any circumstances prior to the return of the original order.