Terms and Conditions
Please read these terms carefully before confirming your order with us.
1. Information About Us and How to Contact Us
1.1 We are Sylvia Matthews Bridals Ltd, a company registered in England and Wales. Our registered address is:
3 Foots Cray High Street, Sidcup, Kent, DA14 5HJ.
Telephone: 020 8126 1226
Email: [email protected]
1.2 We will contact you using the details you provide at the time of your order. You must inform us of any changes to your contact details.
1.3 When we refer to “writing” or “written”, this includes emails, text messages and WhatsApp messages.
2. Our Contract with You
2.1 A binding contract is formed when you sign the order form and pay either in full or (where permitted) a deposit of at least 50% of the total value, inclusive of VAT.
2.2 If we cannot accept your order (e.g. due to stock issues, pricing errors or inability to meet a deadline), we will notify you and refund any payments made.
2.3 All payments are non-refundable unless we are unable to accept or fulfil your order. Orders may be amended up to 7 days before we place the order with the supplier, but no refunds will be issued.
3. Product Descriptions and Measurements
3.1 Images used online or in-store are for illustrative purposes. Colours may vary due to lighting, device screens or printing limitations. Samples may differ from the final product.
3.2 You are responsible for verifying your measurements prior to the order., we cannot accept liability for subsequent changes due to, for example, weight changes or pregnancy.
3.3 If you delay being measured, you must ensure measurements are taken in good time for the product to be delivered before your event.
3.4 Non-standard dress lengths incur a surcharge, which will be confirmed before your order is placed. Final lengths may vary by +/- 1 inch.
3.5 Any guidance we provide (e.g. on sizing, style, colour) is advisory only and without liability. Unless otherwise stated, our gowns are for ceremonial use.
3.6 Sample and Sale gowns are sold as seen. You are responsible for inspecting the gown prior to purchase. Sample dresses may show signs of wear. We will attempt to spot-clean visible marks but do not guarantee their removal. Internal or underside cleaning is not included. Any repairs required will be chargeable.
4. Providing the Products
4.1 Estimated delivery dates will be provided at the time of order. Unless agreed otherwise in writing, delivery will be within a reasonable time. Non-stock gowns may take up to 9 months to arrive, and possibly longer during peak periods.
4.2 We are not liable for delays outside our control. If a significant delay means we cannot fulfil your order by your wedding date, you may cancel the order and receive a refund for any undelivered goods.
4.3 Responsibility for the gown passes to you upon collection.
4.4 Ownership passes to you once full payment is received, regardless of whether you inspect the item.
4.5 If you fail to make a payment, we may suspend the order and charge interest on the overdue amount.
5. Your Rights to Cancel
5.1 Payments are non-refundable if you change your mind. The following items are non-refundable and non-exchangeable:
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Sample gowns
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Bespoke, made-to-measure or customised items
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Items ordered or purchased in-store (On-premises contracts)
If you purchase remotely (e.g. by phone or email), you have a 14-day right to cancel under the Consumer Contracts Regulations, except for the items listed above. This does not affect your statutory rights.
5.1 New dress purchase orders can be cancelled within 7 days after the deposit is paid (excluding sample sale gowns), and the deposit will be fully refunded.
5.2 Rush orders cannot be cancelled after being placed with the manufacturers. You will become liable for the full cost of the gown, even if your wedding is cancelled for any reason.
5.3 Goods are supplied in a standard size. When the measurements are taken, it is for the purpose of ordering the nearest correct size.
6. Our Rights to Cancel
6.1 We may cancel your order if:
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You do not pay on time
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You fail to provide necessary information
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You fail to collect the product or accept delivery
6.2 If we cancel due to your breach, you will not be refunded and will remain liable for any unpaid balance, including loss of profit.
7. If There Is a Problem With the Product
7.1 Please contact us within 7 days of collection if you have any concerns or complaints. You may do so in person, by phone or in writing.
8. Price and Payment
8.1 The price is as stated on your order form.
8.2 If VAT changes between your order and the supply date, we will adjust the amount unless full payment has already been made.
8.3 If a pricing error is discovered before acceptance, we will contact you. If an obvious pricing error is accepted by mistake, we may cancel the contract and refund you.
8.4
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Ordered gowns: Full payment is required at the time of order unless a deposit arrangement is made. The balance must be paid within 14 days of the gown arriving in-store.
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Sale/Sample gowns: Must be paid in full and taken on the day of purchase.
8.5 We offer 14 days of free storage from the date we notify you of your gown’s arrival. Thereafter, a £3 per day storage fee applies.
8.6 In the event of wedding cancellation or postponement, gowns should be collected within 14 days. If left uncollected for more than 12 months, we reserve the right to dispose of the gown.
8.7 Extra charges apply for urgent orders or out-of-hours work. These will be confirmed in advance.
8.8 Late payments may incur interest at 5% above the HSBC base rate, accruing daily until paid in full.
9. Alterations and Fittings
9.1 Our responsibility ends once we provide the gown. Alterations are not included in the price.
9.2 We can recommend an alterations specialist, but this service is separate and payable directly to the specialist.
9.3 Any alteration costs provided at the time of order are estimates. Prices will depend on the actual work required.
9.4 Gowns can typically be altered by 1–2 UK sizes, subject to gown design. We will advise you if your expectations are not achievable.
9.5 Fittings should begin at least 6–8 weeks before your wedding. It is your responsibility to book in good time.
10. Our Responsibility for Loss or Damage
10.1 In the unlikely event of damage or loss whilst your paid-for gown is in our care, our liability will be limited to the original retail value of the item.
10.2 We are not liable for services carried out by third parties, including recommended suppliers.
10.3 Fabric swatches are approximate and may not be identical to the final product.
10.4 We do not accept liability for business-related losses. Our products are sold for personal use only.
11. Use of Personal Information
11.1 Please refer to our Privacy Policy on our website for details on how we handle your data.
12. Other Important Terms
12.1 We may transfer our rights and obligations under this contract to another organisation.
12.2 You may only transfer your rights with our prior written consent.
12.3 This contract is between you and us. No third party has any rights under this agreement.
12.4 If any clause is found to be unlawful, the rest will remain in effect.
12.5 A delay in enforcing this contract does not mean we waive our rights to enforce it later.
12.6 These terms are governed by the laws of England and Wales. Legal proceedings relating to this contract must be brought in the English courts.