Hassle-Free Returns & Exchanges

We want you to love what you buy from XCLUSIV. If something isn't right with an off-the-peg purchase, here's how to return or exchange it.

Return address

XCLUSIV Bridal
19A Carfax, Horsham
West Sussex, RH12 1EB
United Kingdom

Phone: 01403 252548 (Monday to Saturday, 10:30am to 5:30pm)
Email: enquiries@xclusiv.co.uk

Customer notice

1. Refunds and exchanges

If you are not happy with your purchase, simply contact us for a Return Number. If you would like to exchange your item for a different colour, size or a made-to-measure version, contact us for an Exchange Number.

Need a replacement urgently? The quickest option is to exchange for an in-stock item, or to place a new order and send the unwanted item back for a refund.

We are happy to offer a refund or exchange when all of these conditions are met:

  1. The item is in its original condition: unworn, with tags attached, and free from odours (perfume, cologne, smoke), stains, holes, make-up marks or other blemishes.
  2. You contact us for a Return or Exchange Number within 7 working days of receiving the item.
  3. The item is not Made to Measure, a non-standard colour, or a hygiene item.
  4. The item reaches us within 14 working days of you receiving it.

When sending an item back:

  • We recommend a recorded delivery service, as we are not responsible for the parcel until it reaches us.
  • Return postage, and postage for exchanges, is at your own cost and is not refunded.
  • Sale items can be exchanged for in-stock items but cannot be refunded.
  • Stock-clearance items (product IDs ending in "S", for example EDJ1752S/1) are final sale and cannot be refunded or exchanged.

2. Faulty items

If you believe your item is faulty, please tell us within 7 working days of receiving it, with your order details and a description of the fault.

3. Cancellations

  • Made to Measure / Bespoke: you may cancel within 24 hours of placing your order. After that, your garment is already in production and cannot be cancelled, returned or exchanged.
  • Made to Order: you may cancel, or exchange for an in-stock item, within 3 days of placing your order. After 3 days we cannot cancel the order.

For full details, please see our Terms and Conditions. Nothing in this policy affects your statutory rights.