Frequently Asked Questions
Orders
Do I have to order online?
Yes, as we are on online retail business orders can only be placed online.
Is it safe to order online?
We are currently using an industry standard encryption system that protects sensitive and personal data such as your name, address and card details etc. therefore in the event where someone may try to intercept these details transferred from your computer to our website they will be unable to decrypt any information sought by them due to the our secure systems.
How will I find out if you have received my order?
As soon as your order is placed and you submit that order you will get a message stating your order no. after that an email will be sent to you as confirmation of the order then a second email will be sent to notify you that your order has been dispatched from the warehouse.
Can I make changes to my order?
Once you have placed your order with us unfortunately after the submission no changes can be made however if you have merely changed your mind about the item you may refer to our Returns Policy.
Am I able to track my order?
Yes. As soon as your order has been dispatch you will receive a tracking no. just click on this no. and you will be re-directed through to the carrier’s website where you will be able to check the status of your order.
Am I able to cancel my order?
It depends on certain circumstances please refer to our Returns Policy.
I’ve got the wrong item sent to me or it is faulty?
You may return the item to us in its original packaging and also a note in the parcel stating the reason for which the item is being returned. Please refer to our Returns Policy.
Deliveries
Where do you deliver to?
We deliver Worldwide including BFPO addresses and PO boxes.
What are your delivery charges?
We charge £3.99 For Next Day Delivery
Orders £50 or more are eligible for Free Delivery
How long will it take before I receive my item?
Your order will be delivered by the next working day, you will receive an email notification containing your order tracking number
What time will I receive my item?
Your item can be delivered anytime between 7am and 6pm.
Can I have the order delivered to a different address?
No, at this moment in time we only deliver to the billing address.
Will I need to sign for my delivery?
In some circumstances you will need to sign for your delivery in cases of where the goods are sent via recorded delivery (you will be notified of this prior to the goods being delivered).
What do I do if I don’t receive my goods?
Please contact us on customerservice@dressrail.com or 0116 2127405 so this matter can be investigated please note that this may take up to 21 days.
Returns
How long do I have to return any unwanted items?
You can return any unwanted/unsuitable item within 14 days of the date shown on the dispatch notice.
How much will it cost me to return an item?
Please refer to our Returns Policy.
How long will it take to process my return?
We try to process all returns promptly however this may take up to 30 days.
Do you refund the delivery cost as well?
Yes, but only under some circumstances.
Exchanges
Can I have an exchange instead of a refund?
Yes you can however this is subject to availability (please refer to our Returns Policy for further information)
How do I make an exchange?
Please see our Returns Policy
It has been over 30 days and I still haven’t received my refund?
Refunds should be credited in to your account by 30 day if this is not the case then please contact us by email customerservice@dressrail.com or telephone 0116 2127405. Please have to hand any reference codes and/or proof of posting if you do not have these we will not be able to authorize any refunds.
Payments
How can I pay for the order?
When will the money be taken from my account?
Any payments to us will be taken immediately provided there are no queries with the payment in which case your bank/card issuer or Customer Servicers will contact you.
Promotions
Where do I enter the promo code?
There will a section at the checkout stage where you would enter any promotional codes. If the code that you enter has not expired the promotion will be added to your order and you will be notified whether the code is valid at the checkout stage.
I forgot to add my promo code to my order?
Apologies but we are unable to add any promo deals to the order once it has been placed by you.
Items / Stock
I need more information on an item?
Most of the information on the item is disclosed on the item description page however if this is not sufficient enough then please contact us at cs@dressrail.com or 0116 1234567.
Will you be getting anymore stock in?
Have handy the item no/reference no. and contact us at customerservice@dressrail.com or 0116 2127405 and we will endeavor to find out for you.
How can I measure myself to make sure your items are the correct size for me?
Please see our Sizing Guide.
Technical Help
My card details are not going through?
Please double check that the card details you are entering are correct and that the card has not expired. Also contact your card issuer to ensure that there are no problems with the card itself. Once this has been done and you are still experiencing difficulties please contact us on 0116 1234567 or customerservice@dressrail.com and we will look into this further.
General
Do you have a catalogue?
No. all of our business is conducted via the internet.
Can I pre-order any of your items?
No. unfortunately at this moment in time we do not offer this service.
Can I order gift vouchers from you?
Unfortunately we don’t offer gift vouchers at the moment
What are you contact details?
You may contact us at customerservice@dressrail.com or 0116 1234567.