Refund policy

Return & Refund Policy

Last updated: May 2026

At Bespoke Bridal Co, every item is carefully handmade and many of our products are personalised specifically for each customer. We want you to love your order, and we will always do our best to help if there is an issue.

Please read our Returns & Refund Policy carefully before placing an order.

Returns & Refund Eligibility

Personalised & Custom-Made Items

Due to the personalised and made-to-order nature of our products, we do not accept returns, exchanges, or cancellations on:

  • Personalised cups & tumblers

  • Bridal trainers

  • Personalised jackets

  • Bags & accessories

  • Custom bridal party items

  • Any item featuring names, initials, dates, wording, or custom designs

This is in line with UK consumer regulations regarding customised products.

Please ensure all personalisation details are correct before placing your order.

Non-Personalised Items

Non-personalised items may be returned within 14 days of delivery if:

  • The item is unused

  • The item is unworn

  • The item is in original packaging

  • The item is in resellable condition

Customers are responsible for return postage costs unless the item is faulty or incorrect.

Faulty, Damaged or Incorrect Orders

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • Clear photographs of the item

  • Photos of packaging if applicable

  • A description of the issue

Once reviewed, we may offer:

  • A replacement

  • A repair

  • A partial refund

  • A full refund where appropriate

We reserve the right to request the item be returned before issuing a refund or replacement.

Hygiene Policy – Cups & Drinkware

For hygiene and safety reasons:

  • Used cups, tumblers, straws, and drinkware items cannot be returned unless faulty.

  • Items showing signs of use, washing, or wear will not be eligible for refund.

We strongly recommend checking your item immediately upon delivery.

Trainers & Footwear Policy

Please ensure you order the correct size before purchasing personalised trainers.

We cannot accept returns on:

  • Worn trainers

  • Outdoor-worn footwear

  • Personalised footwear

  • Custom bridal trainers

Non-personalised unworn trainers may be returned within 14 days if returned in original packaging and unused condition.

Jackets & Clothing Policy

Personalised jackets and clothing items are non-refundable unless faulty.

Non-personalised clothing may be returned if:

  • Unworn

  • Unwashed

  • Tags still attached

  • Free from makeup, perfume, fake tan, or marks

Items failing inspection may be returned back to the customer.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item is faulty

  • The wrong item was sent

  • The item arrived damaged

We recommend using a tracked postal service, as we are not responsible for lost returns.

Refund Processing

Approved refunds will be processed back to the original payment method within 5–10 business days after the return has been received and inspected.

Shipping fees are non-refundable unless the return is due to our error.

Order Cancellations

As orders are often started quickly due to personalised production:

  • Orders may only be cancelled within 2 hours of purchase.

  • Once production has started, cancellations cannot be accepted.

Refused Deliveries & Incorrect Addresses

If a parcel is returned due to:

  • An incorrect address

  • Failure to collect

  • Refused delivery

Customers may be required to pay additional postage fees for redelivery.

Refunds will not include original shipping costs.

Contact Us

If you need help regarding your order, please contact us via:

We aim to respond to all enquiries within 1–3 business days.