FAQs

How do I get in touch?

Please complete our contact form and include a full description of your enquiry, pictures and the date you need your order by. For general enquiries call us on 07903 078900 or email us as rene_boutique@hotmail.com.

Do you have a shop?

Unfortunately we do not have a shop, but we do offer a bespoke measure and fitting service at our Lancashire based showroom! Please email us for further details.

How long will my order take?

Ready to Wear items are usually shipped within 48 hours of ordering, not including weekends or bank holidays. If ordered before 2pm we aim to ship the same/next working day, but we recommend to order your item 1-2  weeks prior to the event to ensure it is delivered in time. If the item is out of stock, we will email you and let you know of any delays or alternatives.

Made to Measure items can take 7 – 10 working days to schedule in the sewing, cut & make (not including delivery times). However, in most cases we’ll have it ready to ship in 3-4 working days. We still recommend to book in 1 -2 months prior to your event to ensure it arrives in time. For bridal orders we recommend to book in 4-5 months prior to the wedding.

If you are unsure on the required timescale for your order, please email rene_boutique@hotmail.com and we will be happy to advise.

I want to order but need it quickly, is this possible?

Some items are subject to a fast track fee should you need your item before our pre booked sewing slots. Fast Track items are added onto our normal working studio hours in the evenings and at weekends. Fast Tracks are £25 per order (maximum 3 items) and this does not include delivery. Fast Track fees are non-refundable under any circumstances, even if you cancel your order or want to return/exchange your item.

We also offer Royal Mail Special Delivery which is guaranteed to deliver before 1pm the next working day for an additional cost (depending on weight) if requested. When placing an order online, please ensure you request this in the comments section and include the date you need it by.

What methods of payment do you accept?

We accept all major credit & debit cards through our secure ‘Stripe’ payment system.

We also accept PayPal for a secure checkout.

Can I modify or cancel my order?

If a mistake has been made on your order, please contact us immediately.

Please bare in mind that if your measurements have changed or are due to change once your order has been placed, then you will need to contact us at least 2-3 weeks prior to your delivery date with the correct measurements. We cannot be held responsible if the measurements you have provided are incorrect.

We can offer cancellations & refunds on Made to Measure orders as long as production has not began, but we reserve the right to retain a small admin fee of £10.

Any orders cancelled within 2 weeks of the delivery date will only be eligible for a 70% partial refund. If a specialist fabric has been ordered or your item(s) has been cut, at any point after payment has been made, then again a 70% partial refund is offered in cancellation of your order.

My order has arrived, it doesn’t fit, what should I do?

If your ‘Ready to Wear’ garment arrives and is a little too big/small, then please use the returns form in your parcel to send back to us with information of the new size you require. Please email us and our Customer Service team will authorise your return & return code.

If a ‘Made to Measure’ garment arrives and is too small/big due to incorrect measurements being provided, then we can alter the garment but we will have to charge an alteration fee. Please email us for further details.

Where is my order?

All orders are shipped via Royal Mail 2nd Class Signed For with an estimated delivery of 2-3 working days (insured up to £50), unless requested otherwise. Orders are only made & shipped during the working week so please bare this in mind.

Please only contact us to query the status of your delivery if it has been longer than 3-5 working days. Delivery is not guaranteed during this time, and we cannot be held responsible for delays, loss or damage to items in the shipping process. We can only contact Royal Mail on your behalf if your order has not been delivered 10 working days after the 2-3 day delivery aim.

We recommend to request Special Delivery in the comment section when ordering via the website, for guaranteed Next Day delivery (insured up to £500) an an extra cost.

How do I place a custom order?

We love collaborating with customers to create dream dresses! Please include as much information as possible when completing our contact form and our admin team will get back to you with more details, costings and a time scale.

Can I visit your showroom?

We welcome customers to come and visit our Lancashire based studios. Studio appointments are limited and need to be booked with admin via email. Pricing for studio appointments are £30 per half hour.

Do you offer refunds or exchanges?

Our Next Day Delivery Ready to wear items are exchange only. All items are handmade in our Lancashire based studio. Due to the nature of our items, we do not offer refunds. Please be sure to ask any questions about sizing & colour prior to ordering. Items that may incur a manufacturing default can be exchanged only for a like for like item.

All items are quality checked by 2 staff members prior to being shipped. If you deem your item to be applicable for an exchange, please contact us within 7 days upon receiving it. Please attach full sized photographs of your item(s) & description of the fault, which will help you obtain a more efficient solution from us. Please note that returning packages needs prior approval from our Customer Service Team via email.

Please confirm the shipping address before sending packages back to us, and please make sure to use signed for postage as we cannot be held responsible for loss or damage of items in the post. We follow a strict code of conduct under the Consumer Rights Act 2015.

What shipping options do you offer?

UK shipping starts from £3 and depends on the weight of your order.

We post 2nd Class Signed For via Royal Mail (insured up to £50) for an estimated delivery of 2-3 working days once posted.

We recommend to request the Special Delivery option for guaranteed next day UK delivery (insured up to £500) before 1pm. This option starts from £10 depending on the weight of the order.

International shipping is usually £20 approx. up to 1kg/1 dress and can take 7-14 working days from ordering.

How do I wash my item?

Depending on the fabric, most items can be washed on a delicate wash at 30 Degrees, however we always recommend dry cleaning to ensure items look their best for as long as possible. Scuba fabric items contain high amounts of dye that can transfer onto light coloured clothing when being washed so please be aware of this.

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