Frequently Asked Question
Are your dresses genuine or copies?
Any items we sell on our website are 100% genuine and this can be confirmed by checking direct with the brand. A lot of websites sell copy dresses which look nothing like the one in the photo you thought you were ordering so if in doubt always check with the brand direct. We are a british company, based in the UK and as such are subject to the relevant trading obligations and regulations.
The dress is way too long, what can I do?
Unless you are purchasing a bespoke dress or are 6 foot tall, it is highly likely that you will need a long dress to be shortened! Other minor alterations, to shoulder straps or side seams may also be required to achieve the perfect fit. Please make allowances for this when making your purchase.
We recommend that you chose a reputable professional tailor or seamstress to undertake such alterations since we cannot be held liable for any post alteration issues or accept any returns of goods that have been altered in any way. However do not get your hem measured until you have chosen the shoes you want to wear, since you will need to wear them for the correct measurements to be taken. If it's simpler, Charlotte James offers free in-store hemming service so pop in before you buy!
The dress is the right size but not a perfect fit?
Unless you are purchasing a bespoke dress it is possible that Minor alterations, to shoulder straps or side seams may be required to achieve the perfect fit. Please make allowances for this when making your purchase.
We recommend that you chose a reputable professional tailor or seamstress to undertake such alterations since we cannot be held liable for any post alteration issues or accept any returns of goods that have been altered in any way. If it's simpler, Charlotte James offers free in-store advice, so pop in before you buy!
Can you order in other sizes or colours of dresses that are on your website?
With certain brands it may be possible to order in other sizes and colours. Please enquire by calling 01244 537444 or emailing firstname.lastname@example.org so we can confirm availability with you. Such orders would be classed as special order and as such are covered by our pre order terms & conditions.
What are pre-loved dresses/outfits?
Pre-loved dresses or outfits are high quality garments which are owned by Charlotte James Boutique but may have been worn previously, at a function or a fashion show. They may have been shortened already and albeit they are not brand new or perfect, they are in excellent condition. As such the price is much lower than the original retail selling price and they represent excellent value for money. The usual returns policy applies, if you are not satisfied with your purchase.
Who can I speak to for advice?
Our friendly team are here to take your order 24/7, but if you have a specific query or problem you can call us between 10am-4pm, Tuesday - Saturday. Outside of these hours, you can always leave us a message, and we'll call you right back.
How can I pay for my order?
All transactions are in pounds sterling. We accept: visa, visa debit, maestro, mastercard and american express. Please note you card will be debited at the time of order, not dispatch.
How will my order be packaged?
All our orders are wrapped in polythene for protection and tissue paper, then boxed for posting. Each box contains approximately one item and postage will be charged accordingly.
What are the cleaning instructions?
Care instructions are provided on each garment and vary from dress to dress. Please note that given the nature of eveningwear, with diamontes and beads, specialist dry cleaning may be required or the garment may be spot clean only.
What size should I order?
When will I receive my order?
Delivery will depend on the postage service selected. Please see delivery & returns for more information.
What should I do if I need to return an item?
Our returns window is 14 days from the day you receive your item. Please see delivery & returns for more information.
How quickly can I expect my return to be processed?
Returns are processed within 2-3 working days from when they arrive back to us. Once the refund has been processed any funds due should appear on your bank statement within 3-5 working days (please note that refund times are dictated by the card issuers and are outside our control).
Do you have a shop where we can try on dresses?
Yes, we do have a shop based just outside Chester. The full address is Charlotte James Boutique, Chester Road, Broughton, nr Chester CH4 ODL. We are open Tuesday - Saturday, 10am until 4pm.
Where is your stock located?
All the dresses and outfits shown as "in stock" on our website, are in stock at the boutique and ready to post out to you. If a dress is showing as a pre-order or coming soon they are on the way to us but have not yet arrived. Please be aware that not all websites have the stock they say they do!