Frequently Asked Questions

Do you charge for appointments?

We take pride in the relaxed, laid-back environment we’ve worked hard to create, and we want to keep it that way. However, as a very small business without a shop front (we’re tucked away in a private second-floor studio and don’t take walk-ins), cancellations or no-shows do have a real impact on us.

To honour our team’s time and expertise, we charge a non-refundable consultation fee for all bridal appointments, including follow-ups. Consultation fees are £35 on weekdays and £45 on weekends.

Sept NY appointments require a dedicated 90-minute slot and are charged at £70, reflecting the in-depth, demi-couture nature of the experience.

I want to come back for a second appointment. Do I have to pay again?

In the unlikely event that you don’t find the perfect dress at your first appointment, you’re very welcome to come back for a follow-up to revisit your top favourites and say yes to the dress. Follow-up appointments also incur a non-refundable consultation fee of £35 on weekdays and £45 on weekends.

Can I come and have a browse at your collection?

Our whole collection is available to browse online, so we do not take browsing appointments. Every time a bride has come in for a browse they have always ended up being disappointed because time restrictions do not allow them to try on any dresses. So we would rather save you the double trip - browse the collection online and book a bridal appointment once you're ready to try things on!

How soon do I need to order my gown?

You will need to order your gown at least 8–10 months before your big day. Dresses can take up to 6 months to be delivered, and you’ll also need to factor in additional time for shipping and alterations (typically 6–8 weeks at least).

We can usually accommodate orders with a wear date between 6 and 8 months for an additional fee (pending approval from the designer). However, we reserve the right to decline any orders with a wear date less than 6 months away, as we find the experience to be too stressful for everyone involved — especially for you, the bride!

If your wedding is less than 6 months away, you’ll be directed to our off-the-rack section, meaning you can buy the actual dress you try on and take it away on the day.

Please note: Sept NY gowns require a minimum of 11 months from your wedding date. Any order placed within that timeframe will incur a rush fee, subject to approval from the Sept atelier. We recommend ordering your Sept look 12-14 months from the wedding date.

Who should I bring? How many people?

We kindly ask you not to bring more than 2 people to your appointment, as our studio is quite small. Too many people with different opinions might confuse you and make your decision harder, so make sure you pick a few valuable people whose opinion you really trust.

Will you serve champagne at my appointment?

We don't serve champagne during appointments, but we offer you a choice of still or sparkling water upon arrival - in eco-friendly, sustainable & easy-to-recycle aluminium cans.

Our building is also home to the lovely Gaff Cafe (Monday to Friday, 8:30 - 16:00) for all your other needs.

Can I take photos during my appointment?

We want you to fully pay attention to how the dress makes you feel! For this and many other reasons we don't really encourage photos during the appointment, but you are welcome to take a few snaps of your favourite at the end of the appointment.

Can I bring my baby/toddler/dog along to my appointment?

As much as we love children (Cecilia, the owner, is a mum herself to two small ones), we kindly ask you not to bring them to your appointment if at all possible, as the environment isn’t really suited to them — think pins on the floor, mirrors, and pristine white dresses! Children also tend to demand a lot of attention, which can deflect the focus away from you.

Babes in arms are absolutely fine if no other arrangements are possible, but we do discourage bringing crawling babies or toddlers for everyone’s comfort and safety.

Likewise, please refrain from bringing dogs into the studio.

What do I need to wear/bring?

We recommend plain, skin-toned undergarments. Bring heels if you have a certain shoe height in mind, and shapewear if you plan on wearing any on the day. That way you can see how the dress will fit and properly lay. Please refrain from wearing spray tan and/or heavy make-up like foundation and lipstick in order to prevent stains on our dresses.

What size are your samples?

All gowns are sample gowns and we mostly carry one size per style, although we do carry two sizes of some styles. We try to keep a selection of sizes between 8 and 28, and the majority of our samples is in size 12-14. We also have a selection of gowns in sizes 16-24, which we are always looking to expand. When you place your order, we will take your measurements and order the correct size. Keep in mind alterations are to be expected with any gown purchase to get the perfect fit for your body.

I really love a style by one of your designers, but you don't carry it - is it possible to borrow it?

We can occasionally request loan samples from our designers for brides who’d like to try a style we don’t currently have in the studio, provided the designer has one available. There’s usually a non-refundable fee to cover shipping costs; however, we try to keep this to a minimum and avoid unnecessary loans wherever possible, for environmental reasons.

How does payment work?

Payment in full is encouraged for us to process your order. We are a cashless venue, and we take all major credit and debit cards, including American Express.

Do you accept returns, refunds, or exchanges?

Because of the nature of what we do, which is mostly made-to-order, we are unable to offer any refunds, returns or exchanges at any stage in the process once the order has been placed and paid for. We do not have a cooling-off period. Likewise, if you purchase an ex sample dress off the floor you accept it in the condition it is, and we are therefore unable to accept returns on sample sale dresses. You can read our full T&Cs here.

I want to try on a specific dress at my appointment. Will you have it in stock?

We tend to have most of our stock in the studio at all times. However, sometimes samples need to be pulled off the floor for several reasons (press requests, styled shoots, dry cleaning, repair, etc.). If you are set on a specific dress (or more than one), please let us know at the time of booking your appointment and we'll endeavour to have it available for you to try on at your appointment.

I'm going to be late for my appointment, will I still have time to try on dresses?

We understand that travelling in London can be hard sometimes and that delays can occur. However because of the nature of our work, any delays will eat into your appointment time. If you are more than 20 minutes late, you will be asked to reschedule your appointment. We try to be as accommodating as possible, however if we are booked back-to-back any delay will cause a knock-on effect on subsequent appointments. In any case, if you are running late, please do notify us as soon as possible. On a similar note, please make sure all your guests arrive at the same time as you for the appointment as late-arriving guests can sometimes be a disruption to the flow of your appointment.

Do you provide alterations?

We do not offer in-house alterations. We will be more than happy to refer you to a trusted external partner for all your alterations needs. Alterations will incur an additional cost, which is not included in the price of the gown.

Once my dress has arrived, can I store it with you?

Due to lack of space and insurance costs, we are unable to keep dresses in storage. We kindly ask you to collect your dress within 14 days of being notified of its arrival. If you are unable to collect in person, we can ship your dress via a major courier for an additional fee that includes shipment and insurance for the value of your dress.

I am an international customer, do you offer tax-free shopping?

The VAT Retail Export Scheme has now been withdrawn. Therefore it is no longer something we can offer to international customers. Please refer to HMRC for further guidance.

I'm coming to collect my dress by public transport, will I be able to carry my dress on the train/tube?

Yes! Our dresses are mostly really light and travel really well. We double bag them in a breathable garment bag that can be folded and put inside a carrier bag for ease of transport.

What is a trunk show?

A trunk show is a special event, usually a weekend, during which a designer sends their whole collection to the studio. As we only carry a small selection of styles for each designers, this is a truly unique opportunity to try on and purchase different styles. Appointments take place as normal, just with a wider selection. Trunk shows can be by either existing or new designers.