Return / Cancellation / Exchange Policy
Every Shadi Dress order in the UK is made for one customer. Bridal wear, Nikkah outfits and groom wear are produced to your measurements after you order. Wedding guest wear is stitched for you before it is dispatched. Nothing sits finished in a warehouse waiting to be picked, and that single fact shapes everything on this page.
What it means in practice: your window to change or cancel an order is early, and your opportunity to review the garment comes before it is packed, not after it arrives. Read the timings below before you place an order, and see our delivery information page for timelines and delivery charges.
Returns and Exchanges in Short
Shadi Dress does not accept returns or exchanges on any product once it has been delivered. This covers bridal wear, Nikkah outfits, groom wear and wedding guest wear. Since no garment travels back to us, there is no return window, no return delivery charge and no restocking fee. Orders can still be cancelled before dispatch, and the timings that apply are set out immediately below.
Cancellation Windows and Deductions
| Order type | Full refund if cancelled within | Cancelled after that, before dispatch | Once dispatched |
|---|---|---|---|
| Bridal, Nikkah and groom wear | 24 hours of placing the order | 35% of the amount paid is deducted | Cannot be cancelled. No returns, refunds or exchanges |
| Wedding guest wear | 12 hours of placing the order | 35% of the amount paid is deducted | Cannot be cancelled. Final sale |
Why the deduction exists: within a day of a custom order, fabric is dyed to your chosen colour and pattern work begins. Guest wear moves even faster, because stitching starts shortly after the order reaches our team. Neither cost can be recovered once it has been committed, and neither garment can be offered to another customer afterwards.
To cancel, email info@shadidress.co.uk with your order number and the date you ordered. Send the same message on WhatsApp so the production team sees it without delay. Your window is measured from the moment your written request reaches us.
Bridal Dresses, Nikkah Outfits and Groom Wear
Our bridal dresses, Nikkah dresses and groom sherwanis are cut and embroidered to your measurements and your approved design. Normal delivery runs up to three months, which gives you an unusually long period to be involved in how the garment turns out.
How your order is reviewed while it is still with us
You can reach us on WhatsApp or by email from the day you order until the day the parcel leaves. Ask for close-up videos at any stage, from the first sketch on paper through to the finished garment. Fabric details, progress photographs and an embroidery sample are available on request, and feasible changes can be made while production is still open.
Ask for the full final video before your order is dispatched. Watch it properly. Tell us then if a detail needs adjusting, and we will make the change where it is workable at that stage. Each custom order also passes an internal check covering measurements, stitching, embroidery, colour, included pieces, finishing and packaging before it is packed.
Why a delivered custom order cannot come back
A completed bridal dress or sherwani exists in one size and one specification. It cannot be resold, reissued or altered once it has reached you, so returns, refunds and exchanges are not available after delivery. Raise anything you want changed while the order is still in our hands, which is exactly what the review stages above are for.
Wedding Guest Wear
Our wedding guest wear consists of branded Pakistani articles stitched to a standard size or to the measurements you send us. Normal delivery takes up to 18 calendar days. Once an outfit has been dispatched, it is final sale.
Before the parcel is sealed, you can request a complete pre-dispatch video. It is not sent automatically, so ask for it when you order. The video shows the article, the stitching, the measurements, the styling and every included piece, and feasible corrections can still be requested at that point.
Sizing deserves a little extra attention, because an outfit cannot be swapped for another size later. Send custom measurements rather than picking a standard size if you fall between two sizes. Take them against our size guide, and message us on WhatsApp if a measurement is unclear before you submit it.
Colour, Embroidery and Fit Variation
We aim to represent colours accurately. A slight difference may appear because of photography, lighting or individual screen settings.
Hand embroidery carries small differences from one piece to the next, in motif detail and in placement. Where a design needs to sit correctly on your height and measurements, our team may reposition or adjust certain embroidery elements so the proportion works on the finished garment. That kind of variation belongs to handworked production and is not a defect.
There is also a difference between fit accuracy and fit preference. A garment stitched to the measurements you confirmed is not treated as faulty because a different fit is preferred once it arrives.
A Missing Piece in Your Parcel
Tell us within 48 hours of delivery if a piece is missing. The claim needs an unboxing video that meets every one of these conditions:
- Recording begins with the parcel still sealed
- One continuous, unedited recording
- The courier label clearly visible
- The opening and every included piece visible
Once we have verified the claim against your order, the missing piece is prepared and dispatched within seven working days and we cover the delivery cost. Nothing is sent back to us for this claim.
A Parcel That Arrives Damaged
Refuse delivery if the parcel is visibly damaged when it reaches you. Photograph or record it where possible, keep the courier label in frame, and contact us straight away so the case can be opened with the courier while their record is still current. We will guide you from there based on what the courier reports.
How Refunds Are Paid
Refunds arise from cancellations approved before dispatch. The money goes back to the original payment method used for the order, whether that was PayPal, a card or a bank transfer, and processing takes up to 15 working days from approval. Your bank or card issuer may need a few more days to show the credit, which is beyond our control.
Customs and Duty on UK Orders
Shadi Dress orders are produced in Pakistan and delivered to your address in the UK, and we do not want a customer to carry an unexpected import charge. If a courier or HM Revenue & Customs asks you for customs, duty, tax or another import-related payment, contact us and send evidence of the request: the courier email, the invoice, the payment request or a clear screenshot. Once the amount is verified, Shadi Dress returns the equivalent verified amount to you. Keep the courier paperwork until your order has arrived and the charge has been settled.
Getting in Touch
Simply email us at info@shadidress.co.uk or message us on WhatsApp at +44 7362 049420. Our contact page lists every channel. WhatsApp is normally the quickest way to reach us, and while messages can be sent at any hour, that does not mean live support around the clock.
Common Questions
How long do I have to cancel a bridal or sherwani order?
Twenty-four hours from placing it, with the full amount refunded. After that the fabric is usually dyed and pattern work has begun, so a cancellation before dispatch carries a 35% deduction. Once the order is dispatched, cancellation is no longer possible.
Can I send a bridal dress back after it arrives?
No. It was made to your measurements and your approved design, so it cannot be resold or reissued. The video and feedback stages during production exist for exactly this reason, including the complete final video before dispatch.
Do you offer exchanges?
No, on any product. Alternative sizes, colours and designs are not held in stock, so nothing can be swapped after delivery. Send custom measurements at the ordering stage if you sit between two standard sizes.
The colour looks a little different from the photographs. Is that a fault?
Differences caused by photography, lighting or screen settings are normal and are not treated as faults. If the exact shade matters for your event, ask for close-up fabric videos while the order is in production.
How soon does a refund reach me?
Within 15 working days of approval, to the original payment method. Your bank or card issuer may take slightly longer to display the credit.
What if I am charged customs on delivery?
Send us the courier email, invoice or screenshot showing the charge. Once verified, Shadi Dress returns the equivalent amount to you so the import charge does not become an extra cost.
Unsure how any of this applies to your order? Message us on WhatsApp with your event date and the design you are considering, and we will tell you exactly where you stand before you pay.