Our terms.

Last updated: 25 August 2026

Who we are

Isobels Bridal & Groom is the trading name of Isobels Bridal and Groom Ltd, a company registered in England and Wales, company number 08176114, whose registered office and shop are both at 453 Ashley Road, Poole, Dorset, BH14 0AX. Our VAT registration number is 111378835.

You can reach us at [email protected], on 01202 721821, or in the shop.

When these terms apply

These terms apply whenever you order, buy or hire something from us. We will make them available to you before you commit to anything, and a copy is always here on this page.

A contract between us starts when you place an order and we accept it, normally by taking your deposit and giving you an order form or a receipt. Please read the order form: the details on it, particularly the size ordered and the date you need the outfit, are what we work to.

Nothing in these terms takes away rights the law gives you as a consumer. Where a term here and the law disagree, the law wins.

Appointments

Appointments are free and there is no obligation to buy. We keep them unhurried on purpose, which means we hold the room and a consultant for you, so please let us know as early as you can if you cannot make it. If you are running late, call us: we will do our best, though a shortened appointment is sometimes the only option when someone else is booked in behind you.

Please tell us in advance if you are bringing a larger group, so we can seat everyone properly.

Ordering a gown, suit or outfit

Most bridal and menswear orders work the same way.

• How the size is chosen. We measure you and order the closest size from that designer's own size chart. Designer sizing is not high street sizing, and the number on the label often has little to do with the size you usually wear. Please do not read anything into it.
• It is made to order, not made to measure. Your outfit is made for you in a standard size and then altered to fit. It is not cut from scratch to your measurements unless we have told you in writing that it is.
• Deposit. We ask for a deposit of 50% of the price when you place the order. The balance is due before your outfit leaves the shop.
• Why the deposit is not refundable. We place your order with the designer as soon as we take your deposit, and it is made for you in the size we have ordered. From that moment we cannot cancel it or return it, so we cannot refund the deposit. If we have not yet placed the order, tell us straight away and we will refund you in full.
• Timings. Delivery dates from designers are estimates, not promises, and they can move. We build time in for this, we will keep you posted, and we will always tell you as soon as we know something has slipped.
• Colour and detail. Fabric dye lots, beading and lace placement vary slightly between one garment and the next. Your outfit will not be an exact copy of the sample you tried on, and small variation of this kind is normal rather than a fault.

Buying from the outlet or off the peg

Outlet gowns are samples from previous collections. They have been tried on in the shop, so they are sold as seen: we will point out any marks or repairs we know about before you buy, and the price reflects the condition. Have a good look at anything you are buying this way, and ask us about anything you are unsure of.

Once you have paid and taken the gown home it is yours. We cannot take it back because you have changed your mind. If something turns out to be genuinely faulty in a way we did not point out, that is different, and the section on faults below applies as normal.

Paying, and payment plans

We take cash and the usual debit and credit cards. We do not store your card details.

We are happy to spread the cost. Our payment plans are simple by design:

• They are interest free, and there are no fees or charges of any kind for using one.
• Payments are made in instalments agreed with you, over no more than 12 months and no more than 12 payments.
• The full balance has to be cleared before your outfit leaves the shop.
• If you need to change the amounts or the dates, talk to us. We would far rather rework the plan than have you fall behind it.

If payments stop and we cannot reach you, we will write to you before doing anything else, and the deposit rules above still apply to what you have already paid.

Fittings and alterations

Almost every gown needs some alteration. It is normal and it is part of getting the fit right.

• Alterations are charged separately and are not included in the price of the outfit unless we have said so in writing. We will quote you before any work starts, and we will not begin until you have agreed the price.
• Please bring the shoes and underwear you intend to wear to your first fitting. Hemlines and bodices are set to them.
• Fittings usually start around eight to ten weeks before the wedding. Leaving it later is possible but it limits what can be done.
• Bodies change, and that is fine. Significant changes in size after the final fitting may need further alteration, which we will quote for in the same way. Where a change is too great to alter safely, we will tell you honestly rather than promise something the garment cannot do.
• If you would rather have alterations done elsewhere, that is entirely your choice, but we cannot then take responsibility for the fit or for any damage caused by that work.

Collecting your outfit, and storage

We will tell you as soon as your outfit is ready. Please collect it, or arrange collection with us, within eight weeks of us telling you, and check it over before you leave.

We are glad to keep a gown here until closer to the wedding if that suits you better, and there is no charge for that when we have agreed it in advance. What we cannot do is store outfits indefinitely: if something is left with us for a long period after the balance is due and we cannot reach you, we will write to you at the address we hold before we consider what to do with it.

Hiring menswear

Formal hire runs to its own timetable.

• Booking. We take a deposit when you book. The balance is due when the outfits are collected.
• Measurements. We need final measurements for everyone in the party at least four weeks before the wedding so the sizes can be sent out and checked in store. Late measurements limit what we can get and what we can swap.
• Collection and return. Outfits are normally collected in the few days before the wedding and must come back to us by the second working day after it. Please return everything you were given, including waistcoats, cravats and shoes.
• Cleaning is included. Do not have anything cleaned yourself. Ordinary marks from a wedding day are expected and we deal with them.
• Damage or loss. Fair wear and tear is on us. Damage beyond ordinary wear, or an item not returned, is charged at what it costs us to repair or replace it, and we will show you that cost rather than apply a standard penalty.
• Late returns. Hired outfits are usually booked out again quickly. If something comes back late we may charge a further hire fee for the days we are short, and we will tell you the amount before charging it.
• Cancelling a hire. Tell us as soon as you know. If we have not yet ordered the outfits in we will refund your deposit in full. Once they have been ordered from the supplier we may have to keep some or all of it to cover what we have already committed, and we will explain exactly what and why.

Prices and VAT

All prices we show or quote to consumers include VAT at the current rate. The price we quote is the price you pay: there are no booking fees, card fees or admin charges added later. Alterations are the one thing quoted separately, and always before the work is done.

Prices on this website and in the shop can change, and stock sells, so a price or a gown you saw previously may no longer be available. The price that applies to you is the one on your order form.

If something is wrong

Under the Consumer Rights Act 2015 anything we sell you must be of satisfactory quality, fit for purpose and as described. If it is not:

• You can reject it and ask for a full refund within 30 days of receiving it.
• After that you can ask us to repair or replace it, and if that does not put it right, ask for some money back.

Please tell us as soon as you notice a problem, and please tell us before the wedding if there is any way to do so, because almost everything is fixable with a little time and almost nothing is fixable on the morning. Bring the outfit and your receipt or order form.

These rights are yours by law. Nothing on this page reduces them.

Cancellations and refunds

You are buying from us in our shop rather than at a distance, so the 14 day cancellation period that applies to online and telephone orders does not apply here. Nor would it apply to an outfit made or ordered to your specification even if you had bought it remotely.

What that means in practice:

• Before we place your order: tell us and we will refund you in full.
• After we place your order: the deposit is not refundable, for the reason given above. Anything you have paid over the deposit, we will refund.
• If your wedding is postponed: talk to us. We will move dates and re-plan fittings wherever we can, and we would much rather do that than have you lose money.
• If we cannot supply what you ordered, because a designer discontinues it or something arrives that is not right and cannot be put right, we will offer you the nearest alternative or a full refund, whichever you prefer.

Refunds go back to the card or account you paid from, within 14 days of us agreeing them.

Photographs

We will always ask before we use a photograph of you on our website or social media, and no is a perfectly good answer that changes nothing about how we look after you. If you have said yes and later change your mind, tell us and we will take it down.

Things outside anyone's control

Occasionally something happens that no one can do anything about: a supplier fails, a delivery is lost, premises are damaged, or a national event closes shops. Where that stops us doing what we agreed, we will tell you as soon as we can and work out the best answer with you, which may be a later date, an alternative outfit, or a refund of anything you have paid for what we cannot supply. We are not responsible for delays caused this way, but we will not keep money for something we have not been able to give you.

Our responsibility to you

If we fail to do what we have agreed, or we do it without reasonable care and skill, we are responsible for loss you suffer that is a foreseeable result of that. We are not responsible for losses that were not foreseeable when you ordered.

We do not limit or exclude our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Any suggestion to the contrary anywhere on this page should be ignored.

Complaints

If something has gone wrong, please tell us first, and please tell us early. Email [email protected], call 01202 721821, or come in and ask to speak to a manager.

We will acknowledge your complaint within five working days and give you a full answer within 14 days. If we need longer because we are waiting on a designer or a supplier, we will tell you that and keep you updated rather than go quiet.

If we cannot resolve it between us. Alternative dispute resolution is a way of settling a disagreement without going to court. We are not a member of an ADR scheme and we are not obliged to use one. A certified provider covering our sector is Retail ADR, at retailadr.org.uk, and you are free to approach them. We will consider any request to take part, though we do not undertake in advance to do so. You can also get free, independent advice from Citizens Advice on 0808 223 1133. None of this affects your right to take a claim to court.

Your privacy

How we handle your personal information, including your measurements and the CCTV in the shop, is set out in full in our Privacy Notice.

Using this website

The text, photographs and design on this website belong to us or to the designers whose work we show, and are there for you to look at rather than to copy or republish.

We take care to keep the site accurate, but stock changes daily and pages describing what we hold are a guide rather than an offer. Nothing here forms a contract until we have accepted an order from you. Where we link to another website, we are not responsible for what is on it.

Changes to these terms

We may update these terms, for example if we change how something works in the shop. The version that applies to your order is the version in force on the day you placed it, and the date at the top of this page shows when it last changed.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute. If you live in Scotland or Northern Ireland you can also bring proceedings in your own courts.

Contact us

• Email: [email protected]
• Phone: 01202 721821
• Post: Isobels Bridal and Groom Ltd, 453 Ashley Road, Poole, Dorset, BH14 0AX