Terms and Conditions
What these terms cover. These are the terms and conditions on which we, Fross Wedding Collections Ltd, supply products and appointments to you, “the Customer”. You may ask for a copy in store.
Why you should read them. Please read these terms carefully before you book an appointment or place an order with us, as they will form part of our legally binding contract. When we use the words “writing” or “written” in these terms, this includes emails.
1. Information about us and how to contact us
1.1. We are Fross Wedding Collections Ltd, a company registered in England, company number 09584090. Our address is Crockstead Farm, Eastbourne Road, Halland, East Sussex, BN8 6PT.
1.2. How we may contact you. We will contact you by telephone or by writing to you at the email address or postal address you provided to us. It is your responsibility to notify us of any new contact details.
1.3. How we may use your personal information. Please see our Privacy Policy, which explains how we obtain and process your personal data. It is on our website, and we can email you a link or send you a copy on request.
2. Our contract with you
2.1. How we will accept your order. Our acceptance of your order will take place when you have paid an agreed deposit. At this point a legally binding contract will come into existence between you and us.
2.2. If we are unable to accept your order because the product is out of stock, because we have identified an error in the price or description of the product, or because we are unable to meet a delivery deadline specified in your order, we will notify you. You will then be entitled to a refund of the money paid, we will not be liable for breach of contract, and no compensation will be due to you.
2.3. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
2.4. Third-party gifts. If a third party pays some or all of the gown payment, this money is treated as a gift to you and our contract remains with you, the bride.
2.5. Deposits are non-refundable. The deposit cannot be transferred to another person or item. This does not affect your statutory rights.
3. Appointment terms and cancellation policy
To ensure each bride receives our signature, completely exclusive boutique experience alongside premium refreshments, all paid appointments (including our Signature Weekend Styling Appointment, The Signature VIP Experience and The Ultimate Platinum Party) are subject to the following terms.
3.1. Redemption value. Where an appointment package is redeemable, the appointment fee is a luxury deposit. It will be credited in full towards the purchase of your wedding gown during your initial appointment. It is non-transferable to accessories, veils or separate appointments.
3.2. 72-hour cancellation and rescheduling. We require a minimum of 72 hours’ notice if you need to cancel or change your appointment time.
3.3. Refund eligibility. If you cancel or reschedule more than 72 hours before your appointment, your fee will be fully refunded or transferred to your new date.
3.4. Late cancellations and no-shows. Cancellations or rescheduling requests made within 72 hours of your appointment time, and appointments that are not attended, are strictly non-refundable and non-transferable. This fee covers our exclusive venue hire, scheduled styling staff and bespoke catering preparations.
3.5. Guest numbers. To ensure the comfort of your party and the quality of our hospitality, guest numbers are limited to the allowance for your chosen appointment, up to a strict maximum of 7 guests plus the bride (8 people in total).
3.6. Dietary requirements. Please let us know of any dietary requirements or allergies at least 48 hours before your visit.
4. No cancellation by you
4.1. After your order has been accepted by us and a deposit has been paid, we do not accept cancellations of your order for any reason, and any money paid will not be refunded. Failure to pay for your products in full will be considered a breach of this contract, and we reserve our rights in this respect. Please make sure any goods purchased are suitable for your requirements, as we will be unable to refund or replace items that are returned. Any items cancelled after an order has been placed with us will be subject to the full amount being immediately payable. We strongly recommend taking out insurance for unforeseen circumstances.
5. Product descriptions and measurements
5.1. Making sure your measurements are accurate. Once measurements and sizing have been taken for your order, you will sign to confirm that you agree to the sizes. It is your responsibility to check these measurements and to tell us if you feel they are incorrect in any way. We will not be responsible for any weight loss or gain, or any other change in your measurements and sizing, after the product has been ordered (for example, due to pregnancy).
5.2. Choosing what size to order. Once we have taken your measurements, we will advise you on the best size to order. If you are not happy with the sizing, you must tell us at the time of order; we will not be responsible for any sizing discrepancies after this time. It is usually easier to take a dress in than to let it out, so we will usually advise you to choose the size that matches your largest measurement. If you decide to order a gown in a smaller size than we recommend, you understand and accept that we will not be responsible if the dress does not fit on receipt and/or cannot be made to fit you.
5.3. Made to order, not made to measure. Our gowns are made to a specific dress size, not to your exact measurements. Your dress may not fit perfectly on arrival and is highly likely to require alterations; this is not unusual. If you would like more details, please ask your stylist.
5.4. Changes to your measurements. If your measurements and sizing change, it is your responsibility to tell us of any major changes so we can discuss any potential size issues.
5.5. Special dress lengths. Orders for gowns that are not a standard length may be subject to a surcharge, which will be agreed before your order is confirmed. The finished measurement of a “special length” dress can vary by +/- 1.5 inches.
5.6. Guidance. Where we provide guidance on the choice of design, size, colour and measurements, we do so without any liability. Unless stated otherwise, all dresses are ceremonial dresses only and are to be used only for ceremonial purposes. We will not be liable for claims for loss of or damage to garments that may occur after the marriage ceremony. Gowns are delicate by their very nature and are not suitable for heavy use, such as bouncy castles, dance routines, riding bicycles or horses, or similar activities. If you have something like this in mind, please discuss it with your seamstress at your fitting so any structural changes you need can be made. This is your responsibility, not the seamstress’s or ours.
5.7. Products may vary slightly from their pictures or our samples. Images of products in our brochure, on our website or in other promotional materials are for illustration only. Although we make every effort to display colours accurately, we cannot guarantee that a device’s display, printed pictures or a sample swatch accurately reflect the colour of the products, and colours can appear different in different lighting. Each bridal gown is handmade or hand-finished, so there will be some variation between samples and new-order gowns, including lace, fabric and beading placement and fabric dye batches. Each item is individual and must be treated as such.
5.8. Gown specification. Unless specified on your order, your gown will arrive as per the sample you tried on in store. Some gowns can be ordered in different lengths or colours, or with a zip or corset back, so please make sure the correct specification is on your order confirmation.
6. Off-the-peg and sample sale gowns
Off-the-peg and sample sale gowns are taken from store stock immediately rather than ordered in. They are offered only in the condition in which they were tried on during your appointment. No refunds or exchanges will be offered on these items. This does not affect your statutory rights.
6.1. Sample wedding dresses. When you buy an ex-sample gown, we will tell you about all known faults with the dress. However, it is your responsibility to inspect the gown before purchase to make sure you are happy with its condition, as samples are likely to have been subject to wear and tear. By signing this contract, you confirm that you have inspected the gown and have noted and accepted any flaws, and we will not accept liability for any issues raised once the dress leaves our premises. Sample dresses will have been tried on by other customers and may have marks on them. While we will make every effort to spot-clean any visible marks on the outside of your gown, we cannot guarantee that all marks will be removed, and we will not clean the inside or underside of the dress. It is your responsibility to have it cleaned before wearing if required. We can send your gown to our specialist cleaners on your behalf at a cost of £150.00. Sale gowns are priced to reflect their wear and tear; if you require any repairs, you will be responsible for the costs.
7. Providing the products
7.1. When we will provide your dress or accessories. When you place your order, we will give you an estimated timescale for delivery of your dress or accessories. Unless a fixed delivery date has been agreed in writing, we will deliver them within a reasonable time, taking into account any alterations to be made and where the item is being sourced from.
7.2. We will make every effort to meet the estimated delivery date and will keep you informed of any major delays. As a guide only, products that are not in stock typically take up to 6 months to arrive, and can take longer during peak periods. In-stock products can sometimes arrive within weeks. If an order is placed late, the item may not arrive until a few days before the wedding.
7.3. We are not responsible for delays outside our control. If our delivery of the products is delayed by an event outside our control, we will contact you as soon as possible to let you know and will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event.
7.4. When you become responsible for the product. The product will be your responsibility when you collect it from us.
7.5. When you own the products. You own the products once we have received payment in full. The product will be deemed accepted by you even if you choose not to come and inspect it before final payment. Your statutory 30-day right to reject faulty goods starts on the date of ownership.
7.6. Suspending supply of the products. If you do not pay us for the products when due, and you still do not pay within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid the outstanding amounts. We may also charge you interest on overdue payments (see clause 8.3).
8. Price and payment
8.1. Ordered gowns. The balance of the price must be paid before collection or delivery of the products, and in any event within 14 days of the products being received by us. Although we give you an estimated delivery time, dresses can sometimes arrive much earlier than expected; if this happens, your balance is still due within 14 days of arrival. We accept payment by cash, credit/debit card or bank transfer.
8.2. Sale and sample gowns. Sale and sample gowns are usually paid for in full at the time of purchase.
8.3. We can charge interest if you pay late. If you do not make a payment to us by the due date, we may charge interest on the overdue amount at the rate of 5% a year above the base lending rate of HSBC Bank plc from time to time, or £1 per day. This interest accrues on a daily basis from the due date until the date of actual payment, whether before or after judgment. You must pay any interest together with the overdue amount before your dress can be released to you.
9. Storage of your gown
9.1. Storage costs. Our fee for storing your gown at our premises is £150.00 per year, for storage up to 24 hours before your wedding date, starting from the date your gown arrives with us or, for a sample gown, from the date of purchase. If you do not wish to pay the storage fee, your dress must be collected within 14 days of paying the balance or within 14 days of your dress arriving. Non-collection within this time will result in the storage fee being charged.
9.2. Abandoned goods. If 3 or more months of storage fees are unpaid, we will treat the goods as abandoned. Products treated as abandoned will result in the Customer automatically losing ownership of them, and we reserve the right to dispose of your dress without further reference to you. We cannot be expected to store your gown indefinitely.
9.3. Storage if your wedding is cancelled. If your wedding is cancelled, or you otherwise no longer require your dress, we ask you to collect your gown within a reasonable time. We reserve the right to dispose of your dress if it remains uncollected 6 months after: (a) your wedding date as stated on the order form; (b) if no wedding date was stated, the date your dress arrived with us or the sample gown was purchased; or (c) you notified us of a postponement or cancellation.
9.4. Liability during storage. In the unlikely event that paid-for products are lost or damaged while on our premises, including by fire, flood or theft, we will only be responsible for reimbursing the retail cost of those products, and we will not be liable for any consequential losses. We are not responsible for products whose balance has not been settled, unless that item cannot be provided in time for the event date.
10. Your rights to end the contract
10.1. Changing your mind. Once you have entered into a contract with us, you cannot change your mind and cancel it. For ordered gowns, the full balance remains payable when the dress arrives, whether or not you still require it.
10.2. Unless there is a fault that, in the case of bespoke items, cannot be repaired, you will not be entitled to an exchange or refund of products purchased or ordered from us. If you order from us by telephone or from any location away from our shop premises, you will be entitled to an exchange or refund within 14 days of delivery, except for: (a) ex-sample gowns; (b) bespoke goods, including bridal gowns made to measure, made to order or tailored to fit; and (c) contracts made on our premises. This does not affect your statutory rights.
11. Our rights to end the contract
11.1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if: (a) you do not make any payment to us when it is due; (b) you do not, within a reasonable time of us asking, provide information we need to provide the products; or (c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
11.2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 11.1, we will not refund any part-payment you have made. You will remain responsible for the outstanding balance of the dress (including any loss of profit) once it is delivered to the store or when the second part-payment is due.
12. If there is a problem with the product
12.1. How to tell us about problems. If you have any questions or complaints about the product, please contact us in writing, by telephone, or speak to a member of staff.
12.2. Reporting faults. We hope your product is exactly as expected. If it is not, please contact us as soon as you notice a fault, whatever the date and time; failure to tell us promptly may affect your claim. A written record such as an email or online message is always a good idea, as we check these regularly, even out of hours, and can often resolve problems quickly. We will deal with the matter as soon as possible and in line with your legal rights.
13. Our responsibility for loss or damage suffered by you
13.1. Claims against us. Our liability for any claim made under this contract is limited to the cost of the goods or services provided. We will not be responsible for any other associated losses, costs or expenses, or any third-party expenses or losses.
13.2. Third-party services. We are not responsible for any services provided by a third party, whether or not we recommended them.
13.3. We are not liable for business losses. We only supply products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
14. Other important terms
14.1. We may transfer our rights and obligations under these terms to another organisation. You may only transfer your rights or obligations under these terms to another person if we agree to this in writing.
14.2. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.3. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you for breaking this contract, that does not mean you do not have to do those things, and it will not prevent us taking steps against you at a later date.
Customer declaration
I understand that my order cannot be cancelled under any circumstances and that the full balance is due within 14 days of the dress arriving, regardless of whether I still want the dress or whether I have yet tried it on.
I consent to Fross Wedding Collections Ltd using my personal data in line with its Privacy Policy. I understand and acknowledge that Fross Wedding Collections Ltd will need to use my personal data to provide its service, and may need to share some or all of this information with third parties such as designers and suppliers. We’ll always treat your personal details like our own.