We've avoided legal jargon and covering every minute detail down to the nth degree. Instead, we've focused on what we consider to be the essential stuff and answering some of the real world questions you might have.
We respect your right to privacy and will always do our absolute best to ensure we conform to not just the laws at the time, but also our moral obligation to you. That's why we will never knowingly allow anyone to use any data about you that we hold unless legally required to do so, and we will always keep it secure and (where possible) will remove all trace of it at your request.
If we have one, our newsletter sign-up process is distinct from other areas of consent when it comes to your data and uses a double opt-in/2 step verification confirmation that complies with all the latest regulations (GDPR, etc.). It includes a clear indication from you that you wish to be added to our newsletter list. There is no ambiguity in our signup process; you canâ€™t sign up by mistake nor can anyone signup with your email address due to the double opt-in/2 step verification. We record the location, time and place that you signed up. Removing yourself from our newsletter list is easy: Just click the unsubscribe link in the newsletters we send or use the Unsubscribe feature on our website.
We don't share our newsletter lists with anyone else, other than the service we employ to send out our newsletters.
In most circumstances, we will respond within 30 days.
If we suspect any abuses of this requirement (multiple requests in a short space of time etc.), we reserve the right to refuse.
For most requests to be processed, we will need you to provide proof as to who you are and that you have a lawful right to access the data.
Session cookies are added to your machine as you surf websites. They are only retained for as long as your browser remains open. They allow a form of memory to exist between your browser and the websites you visit, such as pages visited, shopping cart contents, last viewed items etc. These cookies will remain after you leave the website but will be deleted once you close the browser (fully close it, not hide or minimise it).
"Persistent cookies" remain on your computer even after you've closed the browser. 1st Party cookies can only relay information back to the website that placed them on your computer. Typically they're used to store site preferences to save you from having to re-enter information on future visits. They may also be used to track your activities (links clicked, pages visited etc.) while visiting a site. Persistent cookies remain on your computer until you remove them, normally by using the browsers clear history feature, although other methods exist.
"Persistent cookies" remain on your computer even after you've closed the browser. 3rd Party cookies are typically used when a website has part of its content delivered via a third party, like embedded videos, maps etc. Websites featuring advertising commonly use 3rd party cookies to deliver the adverts; Over time 3rd party cookies will build up a profile your online habits (websites viewed, links clicked etc. so they can deliver targeted adds. 3rd party cookies have other purposes too, for more information on this we suggest you search the internet for "what do 3rd party cookies do?". We try to avoid third-party cookies as much as is possible. However, we may, from time to time utilise third party content and cannot guarantee that such content does not have third-party cookies delivered with it. Persistent cookies remain on your computer until you remove them, normally by using the browsers clear history feature, although other methods exist.
Our made-to-order bridal wear is made specifically for each customer’s measurements and once the manufacturing of your garment has commenced it is not possible to request a refund or exchange. No item will be accepted for exchange or refund after the date of your wedding; and once your item has been collected we cannot accept responsibility for any soiling or damage to the garment (see our FAQ’s page for wedding dress aftercare advice and more information on our cleaning service).
Please note that orders which have been processed and signed for by the customer are final. Each order requires a 50% non-refundable deposit to secure and only after we receive the payment can we start the manufacture of the garment. Your remaining balance and any additional alterations charges will be requested on the date of your first fitting and this should be paid in full before your order can be completed. We accept card (excluding American Express), cash and BACS payments. Deposits cannot be refunded, however, in some cases deposits are transferrable and you are able to exchange or amend your order under the discretion of La Novia’s managing director.
Changes to your order can only be requested if your garment has not yet reached the manufacturing process. We are not able to make any exchanges once the garment has been started, is complete, or when the order has already been processed by our suppliers. Supplementary charges will apply to eligible order amendments or exchanges.
Each order should be collected from the La Novia boutique, however, in some cases you may request that we ship your order to you; shipping costs will be added to your order and must be paid in full by the customer. Please allow up to 18 weeks for delivery or discuss rush order options with La Novia. Custom ordered items may be ordered as rush items at an additional charge; please check with us for the cost as this will vary depending on the particular designer. Delivery changes or order amendments may not be possible once shipping has been arranged, and additional costs apply for changes to eligible orders, please contact us for details. Once we have discussed your requirements and found a courier service to meet your request, you will be advised an expected delivery date by email or telephone, and full tacking information will be provided. In the case of non-delivery please wait 7 days from the date of despatch in case it has simply been delayed. La Novia always obtain proof of posting and will follow-up with the courier service to investigate delayed, lost or undelivered orders. If your order has been posted to you and appears to have suffered shipping damage, keep the original shipping carton and email La Novia. We will contact the shipping company for a damage inspection report and request that the shipping company return the product if the contents have been damaged. Under these circumstances, do not return the product yourself, unless otherwise instructed. Once all investigations have been completed, we will arrange the appropriate method of compensation, refund or exchange. Rush order charges are not refundable. A postage charge is applicable on items that require re-delivery.
We would like to ensure your complete satisfaction with the product you have bought from us. If however, you wish to return or exchange an item(s) please contact La Novia and state whether an exchange or refund is required. We will only accept items not worn, not used and not damaged. You have right to return goods within 7 days. We cannot accept the return of earrings in compliance with current Health and Hygiene regulations. We can only refund payment to the card you originally used for the transaction.
Please note that all bespoke accessories and custom bridal jewellery items are exempt from our 7–day return policy and cannot be returned. It is possible for alterations requests to be approved at the discretion of La Novia.
Everything we offer has been made to bring you outstanding quality and each product is produced to the highest standards. To help ensure you get most from your purchase please follow the simple care guidelines. Please avoid direct contact with sprays such as hairspray, perfumes, deodorants or salt water, as these may cause damage to your jewellery. It is advised to not wear jewellery in bath, bed or when exercising as this cause unreasonable wear and tear. Add jewellery last when dressing. When not worn, jewellery should be carefully stored in a fabric pouch or in provided box to avoid damage and to slow tarnishing process. Due to precious stones and natural beads always avoid direct sunlight for long periods of time.