Returns and right of withdrawal

A complete overview of withdrawal and returns. The full rules are set out in our Terms & Conditions, which always apply.

14-day right of withdrawal

As a consumer you have a 14-day right of withdrawal when you shop at BrideDesire.com. The period runs from the day you, or a person appointed by you, receive the item.

A standard model in a standard size without individual alterations is covered by the right of withdrawal, regardless of whether the gown was in stock or was ordered or produced after your order.

How to start a return

Send us written notice at returns@bridedesire.com before the deadline, ideally with your order number. It is sufficient that the notice is sent within the 14 days. You may also use the standard withdrawal form in our Terms & Conditions, but this is optional.

The item must then be sent back no later than 14 days after you notified us, to our return address:

Krøyer Brudekjoler ApS (BrideDesire)
Østergade 25B
5600 Faaborg
Denmark

Condition of the item

You are welcome to try the gown on as you would in a physical store. Actual use, washing, alterations, stains, odour or any other handling beyond the necessary try-on may result in a deduction from the refund for diminished value.

Original packaging is recommended but not required. Our “DO NOT REMOVE – Return Guarantee” tag should stay attached while you try the gown on; a removed tag does not in itself void the right of withdrawal – we always assess the condition of the item individually.

Return shipping

For an ordinary withdrawal you pay the return shipping yourself, and the return is at your own risk. We recommend secure packaging and shipping with tracking and transport insurance.

Refunds

When you withdraw, we refund the product price and the cost of the cheapest standard delivery we offer. If you chose a more expensive delivery method, the additional cost is not refunded.

The refund is made without undue delay and no later than 14 days after we receive your notice of withdrawal – to the payment method you used for the purchase and free of charge. We may withhold the refund until we have received the item or you have provided proof that it has been sent back.

BrideDesire processes the refund within 7 calendar days after receiving the returned item. This does not limit statutory deadlines or your rights.

Exception: custom-made items

The right of withdrawal does not apply to items made to your individual measurements or clearly personalised – for example alterations to length, sleeves, neckline, back or colour carried out specifically for you.

Faults and defects (complaints)

A complaint is different from the right of withdrawal. If the item has a fault or defect, you have your statutory rights. Write to returns@bridedesire.com as soon as possible, ideally with photos and your order number.

For a justified complaint, BrideDesire pays the reasonable and necessary return costs. BrideDesire either sends a free return label or agrees with you in writing how the cost will be refunded.

Complaints body

If we cannot find a solution together, you can complain to the Danish Board of Appeal (Nævnenes Hus), Toldboden 2, 8800 Viborg, Denmark, via www.forbrug.dk. If you live in another EU country, you can contact the European Consumer Centre in your country.

Contact

Krøyer Brudekjoler ApS (BrideDesire) · CVR 46053559 · returns@bridedesire.com