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Contact Us
We are available for telephone queries or orders from Monday to Friday 10am - 5pm. Please leave a message with your name and telephone number if we don't answer - the chances are we are with a bride. We will get back to you within 2 hours.
2 High Street Narberth
Pembrokeshire Wales
SA67 7AR
Tel: 01834 869341
Email: info@white-bride.co.uk
For more information on visiting our boutique click here
Help and Frequently Asked Questions
- Ordering & Payments
- Postage & Packaging Information
- Delivery Information
- Returns
- Out of stock
- Gift Certificates
Enquiry Form
Ordering & Payments
Security
Is it safe to shop online? Yes. We use PayPal Payment Service which is used by thousands of retailers and customers around the world. PayPal uses cutting-edge data encryption, fraud detection tools and all kinds of other advanced techniques to improve security.
You can pay using either your PayPal account or any of these major credit and debit cards:
Payment
Your payment will be processed immediately, once it has been authorised. We will send you an Order Confirmation e-mail, letting you know that your payment has been taken.
If we have a query with your order but payment has still been authorised, we will be in touch by email within 1 working day to resolve the query. If we cannot satisfactorily resolve your query and so cannot send your order then we will refund you in full. You will receive a refund confirmation email from us.
If your payment is not authorised, we won’t charge your card and you will need to contact your card issuer or PayPal for further information.
Telephone Orders
Online is the quickest and most straightforward method of ordering from us. But if you want you can place your order by telephone. Call us on 01834 869742 with the name and reference of the item(s) you wish to purchase to hand. Please note that we are a working bridal boutique and so if you don’t get an answer, we are with a bride! Please leave a message, with your name and telephone number and we will get back to you within 2 hours.
Postage & Packaging Information
Postage and Charges
For orders in the UK we only use Recorded and Special Delivery services. We want you (and us) to have the peace of mind that your purchases will arrive safe and secure.
For orders from the UK:
- For orders up to £49.99 we charge £3.95 for UK Recorded Delivery
- For orders up to £99.99 we charge £6.95 for UK Special Delivery
- For orders of £100.00 or more delivery charges are free for UK Special Delivery
For orders from outside the UK:
- For orders up to £149.99 we charge £50.00 for Airmail Delivery
- For orders of £150.00 or more we charge £75.00 for Airmail Delivery
For orders from outside the UK please also note: Delivery charges are subject to weight limits. If your order exceeds weight limits we may have to make an additional charge. Please be aware that transactions are in sterling and you will be charged in sterling. This means that what you actually pay depends on what the exchange rate was at the time your order was processed. You also need to be aware that White Bride is not able to say what local customs charges or taxes you may have to pay. Any local customs charges and taxes must be paid by you and we recommend that you contact your local customs authority for more information. Please note that for orders from outside the UK we are only able to deliver to your billing address and cannot accept any orders to an alternative delivery address.
Delivery Information
Delivery Times
The following are the approximate delivery times. Please note that these delivery times are estimated and in accordance with the estimated times provided by Royal Mail and selected couriers.
UK - 3 - 5 working days
Outside the UK - 7 - 10 working days
You will have to provide a signature on receipt of your order. If there is nobody present at the delivery address, Royal Mail will leave a card so that you can re-arrange a delivery or collect your order in person.
We can deliver to a different address than your billing address if that is easier for you but only in the UK. For orders from outside the UK, we’re afraid we can only deliver to your billing address for security reasons.
Goods Not Delivered
If you haven’t received your purchases yet don’t panic! Please check first that you have received an email from us confirming that your order has been Dispatched. If you have received this email, then please see our estimated delivery times.
If according to our estimated delivery times you should have received your order by now then please contact us and we will track your order with Royal Mail or our courier.
Returns
There are 3 ways that you might be returning goods to us:
3. Faulty goods
Cancelling an Order
In accordance with the Distance Selling Regulations and your rights to a 7 day cooling-off period, if you want to cancel your order, please inform us in writing or by email within 7 working days of placing your order. We will acknowledge your request sending you a Cancelled Order email and we will refund you.
If we have already sent your order, you are responsible for returning it to us and you should follow the steps outlined below for returning goods to us. Once we have received the goods, we will send you a Cancelled Order email and refund you.
Returns Policy
We have a 14 day returns policy. We will accept the return of unsuitable items providing they are returned within 14 days unused, unworn, in their original condition and packaging. Please note that due to Health & Hygiene Regulations pierced earrings and jewellery sets containing pierced earrings are strictly non-returnable. If you wish to return goods that are unsuitable please email us including your order reference, your name and your billing address. We will send you a Reurns Slip which you need to include with the returned goods (see How to Return Goods below). Once we have received the goods, we will send you an acknowledgement by email and we will refund you.
Our policy is in addition to your statutory rights.
How to Return Goods
If you are returning goods either because you have cancelled your order or because they are unsuitable and you are returning them within 14 days, please follow these steps. Please note that we strongly recommend that you use the Royal Mail Recorded Signed For service for goods under £30 and Special Delivery service for goods over £30. White Bride cannot be held responsible for your goods until they arrive at our premises. Please note that depending on the condition of the returned goods we may have to charge a re-stocking fee or full payment. To return your goods:
1: Email us to let us know that you want to return your goods (see above). We will email you a Returns Slip.
2: Place the completed Returns Slip in the package along with the item(s) you wish to return. Please remember that pierced earrings and jewellery sets containing pierced earrings are strictly non-returnable.
3: Return your goods within 14 days of delivery, in original condition and packaging to:
White Bride
2 High Street
Narberth
Pembrokeshire
SA67 7AR
UK
Faulty Items
Faulty items are very unusual. All our items are inspected by our manufacturers and ourselves for quality. If you have received a faulty item we’re very sorry but please be assured it rarely happens! We will most certainly want to understand why an item is faulty and will undertake an investigation with the help of our supplier to do so.
If you have received a faulty item and White Bride has confirmed that it is faulty, we will exchange it if we can, give you a credit note or give you a full refund (including postage costs).
If you have received a faulty item, please follow the steps below:
1: Email us at info@white-bride.co.uk to inform us of the fault. Please make sure you include your order reference, your name and your billing address as well as a full description of the fault. We will send a Returns Acknowledgement email, a Returns Slip and will let you know what postage method you should use to return the faulty item.
2: Once you have received the Returns Acknowledgement email, complete the Returns Slip and put it in the package along with the item you wish to return.
3: Return your goods within 7 days of receipt of your Returns Acknowledgement email by the postal method stated in your Return Acknowledgement email to:
White Bride
2 High Street
Narberth
Pembrokeshire
SA67 7AR
UK
Refunds
In the case of returning goods for a refund we will send you a Refund Confirmation within 7 days of receiving the returned goods. Please remember that it can take 7 days for us to receive your returned goods.
If you have not received a Refund Confirmation email within 14 days of sending your return to us then please email us at info@white-bride.co.uk with your order number, name, billing address and any Recorded or Special Delivery tracking number.
Your account will be refunded within 7 days of us receiving your return and you will receive a Refund Notification email to confirm the refund.
Out of Stock
The good news is that if items are out of stock, we are already in the process of re-stocking. It can take anything from 2 to 6 weeks to get new items. For Jenny Packham's accessories, it can take 6 to 8 weeks. If you need more information please call us on 01834 869341.
Gift Certificates
Purchasing Gift Certificates
How to send Gift Certificates
Buying with Gift Certificates
Redeeming Gift Certificates
If you have any problems
Purchasing Gift Certificates
Gift Certificates are purchased just like any other item in our store. You can pay for them using our standard payment method(s). Once purchased the value of the Gift Certificate will be added to your own personal Gift Certificate Account. If you have funds in your Gift Certificate Account, you will notice that the amount now shows in the Shopping Cart box, and also provides a link to a page where you can send on the Gift Certificate to someone via email.
How to Send Gift Certificates
To send a Gift Certificate to someone else you need to go to our Send Gift Certificate Page. You can find the link to this page in the Shopping Cart Box in the right hand column of each page. When you send a Gift Certificate, you need to specify the following. The name of the person you are sending the Gift Certificate to. The email address of the person you are sending the Gift Certificate to. The amount you want to send. (Note you don't have to send the full amount that is in your Gift Certificate Account.) A short message which will appear in the email. Please ensure that you have entered all of the information correctly, although you will be given the opportunity to change this as much as you want before the email is actually sent.
Buying with Gift Certificates
If you have funds in your Gift Certificate Account, you can use those funds to purchase items in our store. At the checkout stage, an extra box will appear. Enter the amount to apply from the funds in your Gift Certificate Account. Please note, you will still have to select another payment method if there is not enough in your Gift Certificate Account to cover the cost of your purchase. If you have more funds in your Gift Certificate Account than the total cost of your purchase the balance will be left in your Gift Certificate Account for the future.
Redeeming Gift Certificates
If you receive a Gift Certificate by email it will contain details of who sent you the Gift Certificate, along with possibly a short message from them. The email will also contain the Gift Certificate Redemption Code. It is probably a good idea to print out this email for future reference. You can now redeem the Gift Certificate in two ways.
1. By clicking on the link contained within the email for this express purpose. This will take you to the store's Redeem Gift Certificate page. You will then be requested to create an account, before the Gift Certificate is validated and placed in your Gift Certificate Account ready for you to spend it on whatever you want.
2. During the checkout process, on the same page that you select a payment method there will be a box to enter your Gift Certificate Code. Enter the Gift Certificate Code here, and click the Redeem button. The code will be validated and the amount added to your Gift Certificate Account. You can then use the amount to purchase any item from our store
If you have any problems
For any queries regarding the Gift Certificate System, please contact us via our Contact Page. Please make sure you give as much information as possible in the email.