Customer Care

 

 

 

ESTIMATED DISPATCH TIMES

Please note our following estimated dispatch timescales from date of cleared payment are:

 

 Personalised/ Customised Textiles/Clothing inc Personalised Dressing Gowns 

 

UK DISPATCH TIMES


Approx. 21 WORKING/BUSINESS days to dispatch on Standard UK Delivery 
Approx. 14WORKING/BUSINESS days to dispatch on Express Delivery

Approx 7-10 WORKING/BUSINESS days to dispatch on Priority Delivery


        
EUROPE DISPATCH TIMES


Approx. 28 WORKING/BUSINESS days to dispatch on Standard Europe Delivery for Embroidery items

Please contact for Priority Delivery
        
WORLD 1 AND 2 DISPATCH TIMES


Approx. 28 WORKING/BUSINESS days to dispatch on Standard Delivery

 

We do not refund on shipping/postage under any circumstances when Priority or Express shipping

is selected as your order has been processed quicker than the standard turnaround. 

Please remember we will do our best to dispatch within the estimated time frame however sometimes the dispatch maybe delayed by a few days if we are waiting on stock to arrive. 

 

The time frames above are estimates only.

   

Please note:

We do not contact you unless there is a problem when processing the order

 

  • Most orders require a signature on delivery. 

  • When an order is dispatched a notification will be sent to the email address provided

  • Depending upon the value and/or weight of the item the order will arrive using a Signed For Royal Mail Service or via DPD Local

  • Working days are 5 days a week Monday to Friday, we do not post at  weekends and public holidays.

  • Orders placed after 4pm Monday to Friday will not take effect until there next working day. Therefore if ordered at a weekend the next working day would be Monday.

  • Turn around times do not include shipping. Please allow additional working days for shipping.

  • All orders will require a signature, if you are not home when a delivery is attempted a card will be left. We cannot be held responsible for any orders that are not collected. 

  • Goods will be held for 18 days by Royal Mail and 3 days with DPD Local after the original attempted delivery, the goods will then be returned back to us and we will request a further postage fee to be paid for the goods to be resent.

  • If we have returned goods and the customer does not respond to our emails to notify you of the returned parcel. The goods will be destroyed after10 days.

  • We will not pay the re delivery postage charge for items that have not been collected this is down to the buyer to pay. 

  • Delayed parcels, if for any reason your parcel has not reached you by 7 working days, please get in touch with us at robes2love Please note: Royal Mail will not investigate missing or delayed parcels until the 10th postal day after posting.

  • We are not to be held responsible or refund on orders that do not arrive in time of the date needed, if within the 28 working day turnaround. Please refer to your terms and conditions.

  • Express orders are delivered by DPD Local and will require a signature

  • Orders are sent Monday - Friday before 5pm, if you receive a notification on a Saturday/Sunday this will not dispatch until our collection on Monday, or if you receive a notification after 5pm Monday to Friday this will be sent on the following day

  • International Orders – Transactions are carried out in sterling and you will be charged in sterling which means the amount you pay will depend on the exchange rate at the time your order is processed. Orders may be subject to local taxes & import charges in certain countries which must be paid by you. robes2love cannot predict what these charges may be and recommend that you contact your local customs office for information. Please note: we are only able to deliver to the payment card holders billing address and cannot accept any orders to an alternative delivery address outside the UK. For delivery charges please email us on info@robes2love.co.uk . We do not replace any damages on International orders

  • It is our intention to complete orders and arrange delivery as quickly as possible.

  • robes2love shall not be liable for any loss or damage due to delays or failures to deliver resulting from any cause beyond our reasonable control, such as, but not limited to, compliance with laws or regulations, acts of God, acts or omissions of the Purchaser, acts of civil or military authority, judicial action, defaults of sub-contractors or suppliers, failure or delays in transportation, embargoes, wars or riots.

  • As per our terms and conditions we are not held liable for incorrect delivery information provided by the customer.    

 

Returns

 

  • As goods are made to order, to the customers garments size, wording, design, colour etc we do not offer any refunds on goods that are unwanted

  • Please see here for information regarding returns

  • Should you require a return please email us for the details

                                         

Sizing

 Lacie Gowns

S/M - Under arm to Under arm  65cm,length 94cm. Fits approx. 8-12

L/XL Under arm to Under arm 75cm,length 100cm. Fits approx. 14-18

Children Size Small/64cm (3-5yrs)

Children Size Medium 76cm (5-7yrs)

Children Size Large /90cm (8-10yrs)

 

FLORANCE ROBES 

S/M-under arm to Under arm 65cm Length 94cm Bust 105-110cm

L/XL Under arm to under arm 75cms,length 100cms Fits approx.14-18

Paradise robes 
      Short 

One Size Approx.  Length 94cm Bust 118-122cm

 

      Long 

One Size Approx. Length 110cm Bust 125-128cm

 

COTTON ROMANY ROBES

ONE SIZE - Under arm to Under arm  62cm,length 94cm. Fits approx. 8-18

XLARGE- Under arm to Under arm 71cm,length 100cm. Fits approx. 18-22

Children Size Small/60cm (3-5yrs)

Children Size Medium 72cm (5-7yrs)

Children Size Large /86cm (8-10yrs)

.

 

COTTON BARCELONA ROBES

ONE SIZE- Under arm to Under arm  62cm,length 94cm. Fits approx 8-14

XLARGE- Under arm to Under arm 71cm,length 100cm. Fits approx 18-22

Children Size Small/60cm (3-5yrs)

Children Size Medium 72cm (5-7yrs)

Children Size Large /86cm (8-10yrs)

 

Plain Gowns One Size

One Size Bust 65cm,length 90-95cm  3/4 sleeve

 

Plain Gowns Sized

one size  Under arm to Under arm  62cm,length 94cm. Fits approx 8-18

plus size Under arm to Under arm 71cm,length 100cm. Fits approx 18-22

Children Size Small/60cm (3-5yrs)

Children Size Medium 72cm (5-7yrs)

Children Size Large /86cm (8-10yrs)

 

Jersey cotton

Small 8-10

Medium 12-14

Large 16-18

 

Children Floral & Paradise robes

Approx

 

2-4 (56cm)

4-6 (62 cm)

6-8 (70cm)

8-10 (76cm)

10-12 (82cm)

12-14 (90cm)

 

These are approx sizes, there may sometimes be a few cm difference in the some of the sizes.

 

                                            

Robes2love FAQ's

 

Customer service is very important to us here at robes2love and we pride ourselves on the feedback and service we give our customers.

We will always emails as quickly as possible however please bare in mind we have a lot of customers  and each one as important as the rest.

Our email account is read daily but during busy seasons can get very busy to we ask that you allow up to 48 hours to receive a response. 

 

Please read below our FAQs and we may have the answers to some of your questions. If these are not helpful please contact us on:

 

Can I return my order?

Unfortunately all our personalised products are made to order, and are therefore deemed as non returnable. 

Non personalised orders can be returned within 28 days as long as the items are still in the originalpackaging.

 

Do you have a shop?

No. As we are an online retailer we do not have a shop.

 

What do I do if my delivery is scheduled when I wont be home?

If your order is large it will be sent via DPD Local. DPD will often email the address provide on the orderto notify you the parcel is on its way. DPD will notify you of a delivery date and time slot, From there you can rearrange delivery. 

 

How long will my order take?

We have an approx 30 working day turn around time for all items. This time does not include delivery and shipping so please order in time. 

 

I get married soon can I have my order sooner?

We offer 2 express turn around times for orders needed urgently. 

Orders within 14-21 working days £25 surcharge

Order within 7-10 working days £45 surcharge

 

Please contact us  for any questions regarding this or just select the option at checkout and the team will pick up your express/priority order.

 

I have contacted you and not had a reply, Why?

Please allow up to 2 working days  for us to reply.

 

What are your opening times?

We are closed from 5pm each day and shut over bank holidays and weekends. 

 

I've messaged on Facebook and not had a reply?

Facebook is used as an advertising platform. If you require information please contact us via the email or contact box form found at the end of this page 

 

What happens if an item is faulty or damaged?

In the unfortunate event the item arrives damaged or faulty we ask you contact us as soon as possible within 48hrs of receipt of goods.

 

We will require a photo of the faulty or damaged item, where we will make a judgement and advise further action to be taken. It  may be at your expense to return the item.

 

Amendments:

 

Do you make amendments to items once the order Is placed?

 

Items requiring amendments after work has commenced on your personalised gift, will be charged.

 

How can I place an order?

 

We only accept orders via our website

 

How can I contact you?

You may contact us through our website contact form, or by email. Please see our contact page. Please allow up 24/48hours to respond depending on work load but we will get back tto you asap.

 

Do you accept international orders?

 

Yes, we welcome international orders.

 

What if only part of my order is in stock?

 

If you place an order that includes both stock items and made-to-order items, we will usually dispatch the entire order together. Once all your items are in stock, we would usually notify you by email to inform you that your order is due to be sent out. Please contact us if you would prefer for any of the items to be delivered earlier. An additional charge may apply.

 

When can I expect my order?

Please check your email confirmation. These are estimated timeframes. During busy periods the timeframes maybe longer

 

 

Do you use a courier or Royal Mail?

We try where possible to keep the postage and packaging charges as low as possible, we use two methods of shipping, the majority of our orders are sent via Royal Mail Tracked. We also use Interlink for items that are required quickly or for larger shipments. 

 

My item has not arrived, what do I do?

Please allow up to 7 days from the date you receive your shipment notification before contacting us.

All our deliveries are sent for on a signed for service. We may require a few days to investigate your missing parcel. 

We do our best to send the items to arrive by the date specified but shall not be held liable if the courier or Royal Mail do not deliver when requested. 

 

What happens if I do not like the colour printed or embroidered?.

Colours chosen by the buyer are final, we cannot be held responsible for the choices chosen by the buyer.

These are persoanlised items and are non refundable. We do not replace the items if you do not like your colour combinations once printed.

 

Recommendation by us here at robes2love

The  lighter thread colours on darker patterned gowns like Black, Navy, Dark Green, Hot Pink work well. Darker threads work well on lighter patterned gowns. This is a recommendation only. We are not liable if you do not like the choice you  chose. 

The embroidery colours are also recommended in this way.

 

What sizes are the robes?

Most gowns are one size please see the sizing area on our website

 

I sent an email but not had a reply?

Please allow up to 2-3 working days for a reply to your email we need to balance our time with admin work and with making your items.

We do our best to reply as soon as possible but sometimes unable to reply immediately. During busy periods this sometimes may take longer

 

I have a problem with my order what do i do?

Please txt our number and we will call you back or you can email us at info@robes2love.co.uk

 We do not deal with complaints or issues via social media. Social media is only used for advertising.

We shall ban any member of our social media if they are abusive, are harrassing, or/and causing harm to the business. 

 

What are your opening times?

Our opening times are 

Monday 8am - 6pm 

Tuesday 8am - 6pm

Wednesday 8am - 6pm

Thursday  8am - 6pm

Friday 8am -6pm

Saturday 

Sunday 

 

Robes2love Privacy Policy

 

 

This privacy policy sets out how Robes2love uses and protects any information that you give Robes2love when you use this website.

 

The Robes2love is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

 

Robes2love may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

 

 

What we collect

We may collect the following information:

  • name and job title

  • contact information including email address

  • demographic information such as postcode, preferences and interests

  • other information relevant to customer surveys and/or offers

 

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

 

  • Internal record keeping.

  • We may use the information to improve our products and services.

  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

 

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

 

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

 

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

 

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

 

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

 

Controlling your personal information

 

You may choose to restrict the collection or use of your personal information in the following ways:

 

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at Robes2love

 

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen

.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us at Robes2love

 

If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

 

This website and its content is copyright of robes2loveLimited - ©robes2love Limited 2017.. All rights reserved.

 

All intellectual property rights existing in our designs and products (and in the images, text and design of this website) are and will remain the property of robes2love

 

 

 

 

 

© 2018 All rights reserved robes2love Limited

Sign up for 5% off your first order