Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at info@dressmezee.com

We offer a 25 day return period for all orders starting from the day in which the order was delivered.
 
We offer store credit, refund or exchanges (exchanges are currently only available for UK customers).

Unfortunately we are unable to offer refunds for earrings, lashes or face masks. 

We do ask that:
- Tags are kept on the item. Please do not remove the tags until you are happy to keep the item. If the item appears to be faulty, please get in touch as soon as possible (email info@dressmezee.com with your order number and images of the fault) and do not wear the item.
 
-Items are returned unworn and unwashed. Extra care must be taken when trying on the item - please do not leave any marks or fragrance on the items. Please also ensure that no hairs are attached to the product. We may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. The reduction may be up to the full value of the goods.
 
-The hygiene sticker must still be intact, unbroken and attached to the item (swimwear, bodysuits, playsuits, undergarments and certain dresses). Please try garments on over your underwear and do not remove the hygiene sticker.
 
-Shoes must be tried on indoors and show no signs of wear. Shoes need to be returned with the shoebox they were sent in. 
 
We reserve the right to not issue a refund if it does not fit the terms of our Returns Policy. If we are unable to issue you a refund then you will be sent an email informing you of our decision, and our reasons along with an invoice to cover return postage fees. Customers with rejected returns are to cover the cost of return postage. 
 
We will refund you the price that you paid for the product by the method that you used for payment or you can request store credit.
 
Please note that the cost of the returns must be paid for by the customer. Initial shipping costs are also not refunded.

Unfortunately we are unable to accept items back for a refund or store credit if the order is outside of the return period. Orders sent outside of the returns period will be sent back to the customer. The customer will be sent an invoice to cover the cost of rejected returns. 

All returns have to be carried out through our portal:
 
 

Just log in with your number and you’ll be given the option to return or exchange your items with ease. Please create a new return for each order you are wishing to return.  

 

To begin your return or exchange follow these steps: 

  1. Open the Returns Portal 

  1. Enter your Order Number which you will have received when you placed the original order 

  1. Select the item(s) you would like to return 

  1. Select if you would like to return, exchange or take a Store Credit for each of your items  

  1. We are offering a 10% bonus for customers who opt for our Store Credit which can be used on our website to purchase a new item altogether. 

  1. The store credit will be sent to you in the form of a virtual gift card that retains value. That means you can use it as many times as you want until the balance reaches 0. 

  1. Download your returns label 

  1. Drop off your parcel. Once we receive and verify your returned items and depending on your option chosen, your new replacements will be automatically sent out to you, a refund issued to original payment method or store credit issued.   

Please note that exchanges are currently only available to customers in the UK.  

 Deductions will be taken from the refund depending on the service that is used. All prices are made aware to customers when choosing the return option. If you choose to return via your own courier then no deduction will be made.  

If you have placed an order over £100 with free shipping and choose to return this full order, £4.99 will be deducted from your overall refund. This is the cost of standard shipping.  

You will receive an email once we have received your return. Please allow up to 14 days from us receiving an item for a refund to be issued. 

We try to process returns as quickly as possible, but we do ask to allow up to 14 days from us receiving the parcel back for a refund to be issued. You will receive a confirmation email once your refund has been issued. Refunds will be credited back to the original payment method or store credit issued if chosen. Funds can then take 3-7 working days to reach your account.

 
If we are unable to issue you a refund then you will be sent an email informing you of our decision, and our reasons along with an invoice to cover return postage fees. Customers with rejected returns are to cover the cost of return postage.

Please contact customer service info@dressmezee.com if you think that you have been refunded the incorrect amount. Please note that return postage fee is deducted from the refund if our returns label is used. Please also note that initial shipping costs are not reimbursed.

 
If you have placed an order over £100 with free shipping and choose to return this full order, £4.99 will be deducted from your overall refund. This is the cost of standard shipping. 

Chances of receiving defective item is very rare but it could happen. Please email us as soon as possible if you have received an incorrect/faulty item (info@dressmezee.com). Please include your order number and some pictures of the item.

All items purchased on TikTok must be returned via the TikTok platform within 14 days of receiving the order.

 
All TikTok Shop returns must be processed through TikTok Shop who will provide you with a label to do so. Items sent back to us without first requesting a return will not be accepted as we are unable to process these items.
 
When returning please include your invoice so we can identify your order. 

We do offer exchanges to our UK customers. Customers have 25 days to return an item to us for an exchange.  

You may request an exchange for an alternative size or product which will be sent out to you at no additional cost, subject to stock availability*. Customers will have to pay the difference if the alternative product is more expensive than original. If alternative product is cheaper than a refund for the difference will be issued.  

*If no stock of the requested size is available at the time of processing your exchange a refund will automatically be processed. 

If you have lost the original packaging, please return the order to us in non see through, waterproof packaging.

If you have misplaced your invoice, please include a note inside your parcel along with any information that may help us identify your order (name, order number, email address etc). We are are unable to issue refunds for items returned to us without any identification inside the parcel.

Unfortunately we are unable to accept returns dropped back to the unit. 

 
All returns have to be posted back to us with proof of postage retained until a refund has been issued. 

We are unable to cancel orders once they have been placed as they are then sent to the warehouse where the order is picked ready for shipping. 

How long you have to change your mind – you have 14 days after the day on which you receive the product. If you are exercising your right to change your mind, you must send the product to us within 14 days of telling us that you wish to end the contract. 

 
-How to end the contract with us (including if you have changed your mind). To end the contract with us, please let us know by doing one of the following:By email - Email us at info@dressmezee.com. Please provide your name, home address, details of the order and, where available, your phone number and email address;By post – print off the cancellation form (can be found in our terms and conditions https://dressmezee.com/pages/terms-and-conditions) and post it to us at Unit 17, Elm Road,  West Chirton North Industrial Estate, North Shields, NE29 8SE. Or simply write to us at the address, including details of what you bought, when you ordered or received it and your name and address.

Orders placed from the 1st of December 2023 to the 29th of December 2023 are eligible for return until the 31st of January 2024. Orders placed after the 29th of December can be returned up to 25 days after you recieve the order.

Our office and warehouse do not operate over the weekend or on UK Bank Holidays.

Orders are dispatched Monday to Friday.

Our office and warehouse operate Monday to Friday. Orders placed after cut offs, or over the weekend are processed the following working day.

Please note that there may be some delays during peak periods, but during these periods orders should be dispatched within 2-3 working days from the order being placed.

You will receive shipping confirmation via email (and SMS where applicable). If you have not received shipping confirmation then please check junk mail boxes, and ensure that your email address has been inputted correctly.

If you feel that you have been waiting longer than 2-3 working days for your order to be dispatched then please contact info@dressmezee.com to ask for updates.

If a parcel is undelivered and is sent back to us, a refund will be issued but shipping costs will not be reimbursed.

Please allow up to 14 days from us receiving an item for a refund to be issued.

Please email customer service info@dressmezee.com and they will be able to contact the courier to locate your order. 

Unfortunately we are unable to ship orders to PO Boxes. These orders will be cancelled and full refunds issued.

We are now part of Import One Stop Shop. This means that orders under €150 will pay their VAT when they check out with us, and means that there are no unexpected costs when your parcel is shipped. Unfortunately this is not applicable to orders over €150 where VAT and customs duties will be due at the point of delivery. You can view more information here: IOSS (europa.eu)

All orders are sent using a tracked method.

Tracking information is sent as soon as an item is shipped. Please keep an eye on your tracking for any updates. We are only able to see the same tracking as yourselves.

If you have not received your tracking information, then please check your junk mail boxes or email info@dressmezee.com for your tracking information.

Select local collection before 1pm to collect same day!

 
Collections can be made between 1:30 to 3:30pm, Monday to Friday (not over bank holidays). 
 
You will receive an email once your order is ready for collection - please do not come to collect your parcel if you have not received this email.
 
Once at DMZ, please buzz the doors at main entrance with your order number ready and wait in reception where a member of staff will bring your items!
 
Dressmezee
Unit 17
West Chirton Industrial Estate
North Shields
NE29 8SE
 
Royal Mail Saver Delivery (2-3 working days) £4.99
Next Day Delivery for Weekdays (order before 1pm Monday to Thursday) sent via DPD or Royal Mail  £5.99
FedEx Next Day by 10am (Order before 11am Monday to Thursday for weekday delivery only) £18.99
FedEx Next Day by 12 noon (Order before 11am Monday to Thursday for weekday delivery only) £11.99
Saturday Delivery (order before 1pm Friday) sent via DPD or Royal Mail £6.99

 

*Next day/Saturday shipping options may not always be available, for more info see check out page.

*Unfortunately some postcodes are excluded from next day delivery.

Question

Answer

What is DPD Pickup?

The DPD Pickup service enables customers to pick up their packages from a nearby DPD Pickup Point rather than have their orders shipped to a home address. There are thousands of DPD Pickup Points across the UK for customers to choose from, offering them a convenient and secure delivery method that ensures they won't miss their parcel. Customers can search for and select a DPD Pickup Point when they are at the online checkout.

Why choose DPD Pickup?

Customers use DPD Pickup when home delivery is inconvenient or not secure enough a delivery method. In particular, DPD Pickup is ideal for customers who are likely to be at work or out-of-home when deliveries are made. As well as offering a convenient and secure delivery location, delivery to a DPD Pickup is better for the environment than home delivery. That's because deliveries can be consolidated by DPD and there are fewer missed deliveries - this all equals less time that delivery trucks spend on the roads.

What are DPD Pickup locations?

DPD Pickup Points are businesses that can receive package deliveries from DPD on behalf of customers. There are thousands of locations across the UK including Co-op, Post Office, Sainsbury’s, as well as neighbourhood businesses (such as convenience stores and dry cleaners). Most locations are open 7 days a week with some even open 24/7, ensuring customers can pick up at a time convenient for them.

How do I know when my order is ready to pick up?

You will be notified via an email from DPD when your package is available to pick up.

How long do I have to pick up my order?

You can pick up your order within 7 days of it arriving at the DPD Pickup Point.

What happens if the order is not picked up?

If the order is not picked up after 7 days it will be returned to the retailer on the 8th day.

What do I need to do to pick up my order?

You will need to bring the DPD Pickup Pass, sent by DPD via email, with you when you collect your order.

What makes DPD Pickup delivery greener than home delivery?

DPD Pickup deliveries produce less CO₂. This is because DPD can consolidate deliveries to DPD Pickup Points and make fewer journeys. Plus, DPD Pickup Point deliveries are guaranteed to be successful the first time so DPD drivers don’t need to make multiple trips to deliver the same parcel.

We ship worldwide! However, there may be some countries where there are currently significant delays in shipping and as a result we are unable to accept orders for them. However you will be informed of this and a full refund issued if we are unable to accept the order.

All orders are sent via Royal Mail, DPD, FedEx or DHL express.

We do!

Standard USA shipping DPD directlite (4-9 working days) £12.99
FedEx Connect Plus (2-3 working days) £23.99
DHL Express (2-4 working days) Prices vary depending on weight of parcel
FedEx Priority (1-2 working days) £30.99

Please note that we are not responsible for any customs or duty charges. Customs are not due on orders to USA under £600. 

*Delivery times frames are estimates and may take longer to pass through customs during peak periods of the year.

We do!

DPD (2-4 working days) £12.99
FedEx Connect Plus (2-3 working days) £11.99
FedEx Priority (1-2 working days) £27.99

 

We are now part of Import One Stop Shop. This means that orders under €150 will pay their VAT when they check out with us, and means that there are no unexpected costs when your parcel is shipped. Unfortunately this is not applicable to orders over €150 where VAT and customs duties will be due at the point of delivery. You can view more information here: IOSS (europa.eu)

We offer DHL, Royal Mail, DPD or FedEx to Europe.

Please note that DHL prices are live on DHL website and therefore prices may vary depending on basket contents. 

Standard shipping with Royal Mail or DPD (times vary dependent on location) from £9.99
FedEx Connect Plus (2-3 working days) from £12.99
FedEx Priority (1-2 working days) from £30.99
DHL (times vary) Prices vary - please check basket
 
All orders are declared at the correct value, and we are unable to alter the prices. If a delivery is refused you will be held responsible for the cost of returning the parcel to us, along with the initial shipping fees and any pending customs duties.
 
We are now part of Import One Stop Shop. This means that orders under €150 will pay their VAT when they check out with us, and means that there are no unexpected costs when your parcel is shipped. Unfortunately this is not applicable to orders over €150 where VAT and customs duties will be due at the point of delivery. You can view more information here: IOSS (europa.eu)
 

We offer standard shipping to orders outside of Europe with Royal Mail, DPD, DHL and FedEx. 

£15

We also offer express shipping to some countries outside Europe with DHL. Prices vary depending on weight of the parcel. You can view prices by adding items into your basket. 


*Please note that we are not responsible for any customs or duty charges.

*Delivery times frames are estimates and may take longer to pass through customs during peak periods of the year.

Marketing
We’re hiring a Marketing and Influencer Assistant to join our team! If you have an eye for extra glam, social media and influencer experience and think you have what it takes to join the fast-paced team here at DMZ, please send over your CV to carley@dressmezee.com.

Buying & Design
We’re hiring a Product Developer to join our team! If you have an eye for extra glam, product developing and design, and think you have what it takes to join the fast-paced team here at DMZ, please send over your CV to becky@dressmezee.com.