Delivery & Returns

COVID-19 UPDATE

In the light of the current uncertainty surrounding the outbreak of COVID-19, we want to reassure you that the safety of our customers and employees is our highest priority.

We are taking all necessary steps to follow the World Health Organization and local authorities’ guidelines. 

We are prepared to do everything we can to ensure your shopping experience remains uninterrupted and our online store is currently operating as normal.

Please bear with us regarding any potential order delays due to this current situation.

We understand that making exchanges is challenging in the current climate and have therefore extended our online return policy to 60 days on orders placed after 24th February. 

DELIVERY INFORMATION

Getting your goods to you swiftly and safely is of utmost importance to us. That’s why we entrust our deliveries to carefully selected couriers.

All deliveries are subject to stock availability and authorisation of your payment. Once your order has been placed you will receive an ‘order confirmation’ by email. And once your order has been dispatched you will receive another email with ‘Order Tracking’, which will provide you the status of your delivery.

PLEASE NOTE: during our busier Sale periods orders can take up to 3 workings days to be dispatched from our warehouse 

ENGLAND, SCOTLAND & WALES (excludes Scottish Highlands and Islands)

NORTHERN IRELAND, SCOTTISH HIGHLANDS & ISLANDS

INTERNATIONAL

We offer an international delivery service to most countries. Please note that the recipient will be responsible for any import duties, clearance fees and any other additional charges. We operate on a DDU basis (Delivery Duty Unpaid). This means the recipient should be liable for any local sales taxes or import duties which may be charged on the purchase. The customer is responsible for providing any information required by customs to ensure the goods are cleared. Ghost cannot be held responsible should local customs authorities wish to confiscate any items or charges of import duty.

Sometimes goods may be subject to delays, due to customs or weather.

Please Note For Delivery To The UAE: There is no mail delivery to street addresses. All mail goes to PO Boxes at various post office locations or to business addresses for delivery to employees. Please make sure you have the correct PO Box address and include it on the delivery address on your order.

Dye-to-Order

We offer a specialised custom Dye-to-Order service where you pick your style from a range of 11 bridesmaid dresses, then choose the colour from a palatte of 13 colours and your order will then be dyed for you. Once you place an order this will be delivered to you within 4 to 6 weeks.   

Price Paid

Prices are shown in UK Pounds sterling and are inclusive of VAT at 20%. Orders delivered within the European Union will be inclusive of VAT.

As stated above, please note that we are unable to refund any duty paid on items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise.

RETURNS

While we’re sure you’ll love what you’ve ordered, we understand that sometimes you might have second thoughts. If you are not completely satisfied with your purchase, we offer a 60 days return policy. Except for faulty goods, all items must be returned to us in a saleable condition. They must be returned unused and in their original, undamaged packaging. When trying on clothing, please ensure that you are not wearing any deodorant or fragrance that may leave a mark.

All Returns must be sent back to:

Ghost Retail Limited,

Unit 4,

Haslemere Business Centre,

Lincoln Way,

Enfield,

EN1 1DX

To make a return for a refund or exchange, you’ll need to follow the instructions set out below.

RETURN BY POST

UK FREE RETURNS

Free UK Returns Label – click here

We offer a 60 day return policy for online purchases, with a free returns service – unfortunately, this excludes Jersey, Guernsey.

• Ensure you return your item(s) within 60 days of receipt. The goods must be returned unused, in their original, undamaged packaging
• Complete the returns form enclosed with your item(s) and place the completed returns form in the parcel. Please be sure to fill out your order number, reason for return, your name, address and postcode in the mandatory fields.
• Attach the pre-paid returns label provided to the front of your parcel
• Take your package to any post office counter and ask for a proof of dispatch. It is your responsibility to ensure the parcel reaches us, so you may wish to upgrade your delivery to a tracked delivery service. Please note that unfortunately we are unable to refund the cost of any upgrade to your delivery service. We strongly advise that you keep hold of any tracking number that the post office gives you. We regret we cannot be held responsible for the non-delivery of returned goods.

PLEASE NOTE: you will receive your refund credit within 10 days of the item(s) being received back at our warehouse. An email will be sent to confirm that we have processed your return.

INTERNATIONAL RETURNS

We offer a 60 day return policy to our International customers. Any charges incurred for returning goods back to us for refund are the responsibility of the customer.

• Ensure you return your item(s) within 60 days of receipt. The goods must be returned unused, in their original, undamaged packaging

• Complete the returns form enclosed with your item(s) and place the completed returns form in the parcel. Please be sure to fill out your order number, reason for return, your name, address and postcode in the mandatory fields.

• We strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items. We regret that we cannot be held responsible for non-delivery of returned goods.

PLEASE NOTE: you will receive your refund credit within 10 days of the item(s) being received back at our warehouse. An email will be sent to confirm that we have processed your return.

EXCHANGES

We will be happy to make an exchange for another style of the same value providing that they are unused, with garment tags still attached and that they are packaged securely. Exchanges will be sent free of charge. Any further exchanges will incur postal costs.

• Please include your name and order number on your return form, and enclose with the item(s) you wish to exchange.
• We suggest that you send the item(s) via Royal Mail Recorded Delivery (for UK mainland deliveries). We regret that we are unable to offer a refund on returned shipping costs.
• To return goods, please be advised that you must return them within 28 days of the initial receipt of your order. Please complete clearly your returns form.
• We can only issue refunds on items that are shipped back to us within 28 days of receipt.
• All successfully returned items will only be credited to the account used to originally purchase the items(s). We are also unable to refund any shipping charges.
• Please note that we are unable to refund any duty paid on the items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise.
• Please note that international returns will need to add the following before our warehouse address to avoid items being held at customs: ‘GOODS FROM THE UK BEING RETURNED FOR EXCHANGE’