FREQUENTLY ASKED QUESTIONS;
Do I need an appointment to visit?
Yes, you will need to contact us by telephone or email and we will arrange this. An appointment allows you time to view and try the dresses without being disturbed by others. It also enables us to give you undivided attention!For Saturday appointments you should book well ahead if possible.
Can I bring friends/family?
Certainly, it’s great to have help on hand when choosing a dress. All we ask is that if you need to bring more than 2 guests that you give us prior notice so we can accommodate everyone comfortably.
We do request no children under 7 unless by prior arrangement
Can you reserve a dress for me?
Unfortunately we cannot do this without a deposit
Can I leave a deposit and pay later?
Yes of course, but all deposits are non-returnable and non-refundable.There are now 2 types of deposit at Swoon. A holding deposit is a smaller deposit and will hold up to two dresses for up to a week.This will allow you time to return within the week to re-view the dresses and make your final decision. This deposit is transferable. A 50% deposit secures your dress for you.This is NOT transferable to any other gown.
How much do you ask for as a full deposit?
Deposits are 50% of the price of the dress -the balance is then payable within a calendar month
What if I change my mind?
You need to be sure about your purchase at the time you buy. All gowns are sold as seen and are non-returnable and non-refundable. This is common practise in the bridal industry and especially applicable with sample and Once Worn gowns so we do ask that you check your gown carefully before paying to ensure you are totally happy with it.
However, our gowns are in all in excellent condition so this is rarely an issue
Can I revisit if I cant make my decision straightaway?
Yes, we are happy to welcome back our customers for a second fittings session as we understand that it is a huge decision and it is sometimes a difficult one to make.
If you wish to visit for a third time then a £30 deposit is payable prior to your appointment but this is deductable from the price of your gown should you decide to make a purchase.
Do you have payment options so I can pay for my dress over several months?
We can arrange this with you (maximum 4 months) but the dress cannot be taken until fully paid for. No fittings are possible until payment is made in full. No refunds are available on payments made.
How long will my appointment last?
We allow 1hour and 15 minutes(1 hour on Saturdays). This seems to be about the right amount of time for most people to try their favourite gowns on.Occasionally we overrun a little so please be patient with us if you are kept waiting for your appointment for a short time especially if you are visiting on a Saturday
What happens if two people want the same dress?
The great thing about SWOON is that you can pick up a designer dress at a great price. The problem is, there’s usually only one of each! So, if two people want the same dress then it is sold to whoever makes the decision first. This is the fairest way. So in order to avoid disappointment, if you see something you really like, it’s best not to take too long to think about it!
Can I take photographs?
Sorry, but as with most bridalwear stores we do not allow photographs to be taken until you have chosen your gown.
Can you post out a dress to me if I can’t make a decision on the day but have travelled a long way to visit SWOON?
Yes, we post out dresses fully insured for next day delivery. We send both within the UK and internationally. The courier varies depending on the value of the dress and its postal address. The customer is liable for shipping charges. We offer a free green option of posting out the gown in a previously used box, or a new box. Prices start at £5 for new packaging
I work fulltime -Can you accommodate me with an evening appointment?.
We appreciate how tricky it is to juggle work commitments and plan a wedding at the same time so Swoon open late on Wednesdays. These appointments are popular so please book early to avoid disappointment
Do you have toilet facilities?
Yes we have a cloakroom at the rear of the shop
How can I pay?
We are happy to accept both debit and credit cards but there is a 2% surcharge for payment by credit cards.
Swoon do not accept cheques.
Why is there a surcharge for credit cards?
The 2% surcharge goes directly to the credit card company. At SWOON, we are keen to keep prices competitive and we don’t see why we should increase the price of ALL our gowns to cover this so we leave this choice with our customers. The facility is there for those wishing to use a credit card but they have to pay a bit more for their gown, whilst those who choose to pay by debit card pay less. This seems the fairest way for everyone.
If I am selling a dress through SWOON can I just drop it in?
No, an appointment is also needed for this for several reasons. We will need to check the condition of the dress you are leaving with us and we also need time to complete the necessary paperwork.
Do I need to bring shoes?
No, not unless you want to, as we have a selection of shoes in all sizes that are ideal for slipping on when trying on the dresses.
Is it easy to park?
Yes, there is plenty of parking. There are meters on the main road outside the shop (charges apply on weekdays only).Alternatively there is a council carpark opposite Waitrose with plenty of spaces usually available.
Can I reach you by train?
We are only 35 minutes mainline from London Waterloo and walkable from the train station.Our local station is WEST BYFLEET.
I love the dress but it doesn’t fit, what can I do?
Most dresses can be altered to fit and the price for alterations will vary depending on the amount of work required to achieve this. A dress that is too big can usually be altered down by a size or two.
We usually don’t recommend letting out seams to increase the size of a dress. This rarely achieves a satisfactory result, and is especially risky on a wedding gown.
Do you have an alterations service?
We have local dressmakers that we can recommend.Most work with us at the shop but sometimes we have to recommend local seamstresses who work directly from their studios.
All dress makers are independent of us and we do not accept responsibility for any alterations undertaken.
We do not offer alterations service in store for dresses purchased at £400 or less.
Why no make-up as some other stores don’t mind?
Swoon dresses are different to store samples. All Swoon gowns are looking for a bride! Stores order in new gowns from their samples so they don’t have to take as much care of them – although most bridalwear stores do make this request. The worst offender is fake tan! Please DO NOT wear this when trying on any dresses, whether they are SWOON dresses or not!
Do you have accessories to go with my dress?
Yes, we have tiaras ,hair slides ,alice bands and vintage style side pieces.
Do you stock veils?
We are proud to be stockists of Richard Designs veils. They are a UK company and their high quality products are also made in the UK. If you want a new veil you simply select from our wide range of samples and we will order it for you -it can either can be ordered in for collection or sent directly to your home (shipping costs apply).
Do you sell shoes
Yes -you can choose from the selection of sample shoes when you visit and we order them in for you. We only sell new shoes.
SWOON is a food and drink free shop.Please respect our expensive stock by leaving food and drinks at the door!