Last updated: 24 September 2026

These terms apply to every order placed with XCLUSIV Limited ("XCLUSIV", "we", "us"), whether online at xclusiv.co.uk or in our Horsham boutique. By placing an order you agree to these terms. Please read them together with our Returns Policy, Payment & Shipping page and Privacy Policy.

1. About us

XCLUSIV Limited, 19A Carfax, Horsham, West Sussex, RH12 1EB, United Kingdom.
Phone: 01403 252548
Email: enquiries@xclusiv.co.uk

2. Our products

• Off-the-peg: ready-to-wear items in standard sizes.
• Made to Order: standard-size items made for you after you order.
• Made to Measure / Bespoke: garments made to your own measurements and specifications.

Our custom-made gowns are design-inspired: they closely resemble the reference you choose and do not carry third-party designer labels. Every garment is handcrafted, so colours and small details may differ slightly from photos on screen.

3. Prices and payment

• All prices are in GBP (£) and include taxes.
• We accept all major payment cards, securely online at checkout and in person at our Horsham boutique.
• For bespoke orders, once we give you a quote and you accept it, the price is fixed, with no hidden fees.
• Fittings are free for our bespoke clients.

4. Production and delivery

• Every garment is made to order by our in-house dressmakers. Estimated lead times are about 15 working days off-peak and 1 to 3 months in peak season (for example, after Christmas ahead of the summer prom and wedding season).
• Lead times are estimates. Please order as early as possible so your outfit is ready well before your event.
• An express production service may be available for urgent orders. Please contact us by phone or in person as early as possible.
• Click & Collect from our Horsham boutique is free during opening hours. Please bring valid photo ID and your order confirmation.

5. 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.

6. Returns and exchanges (off-the-peg items)

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.

• Return postage is at your own cost. We recommend a recorded delivery service, as we are not responsible for the parcel until it reaches us.
• 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.

Return address: XCLUSIV Bridal, 19A Carfax, Horsham, West Sussex, RH12 1EB, United Kingdom.

7. 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.

8. Prom exclusivity

For prom dresses we follow a "One Design Per Event/School" rule. Tell us your school or venue and we will record it, so no one else wears the same dress from us to your event.

9. Appointments

Fitting and consultation appointments can be booked online or by calling 01403 252548. If you cannot attend, please let us know as early as possible so we can offer the slot to another client.

10. Your statutory rights

Nothing in these terms affects your statutory rights as a consumer under UK law.

11. Changes to these terms

We may update these terms from time to time. The version shown on this page when you place your order applies to that order.

12. Contact us

If you have any questions about these terms, please call 01403 252548 or email enquiries@xclusiv.co.uk.