Quality and service is at the heart of what we do and our utmost aim is to ensure our clients are 100% satisfied with their interactions and subsequent purchases from our dress boutique and thus continue to be our clients for a lifetime. As such we like to think of this as building relationships that will endure for the longer term with all our clients. Your satisfaction from point of contact to purchase and subsequent arrival is of great importance to us and that is why we always go the extra mile to ensure measurements and all details pertaining to a garment are taken with utmost care, checked and confirmed before garments go into production / making.
Ready To Wear Dresses
- All our ready to wear garments come with a 30 day money back guarantee if you are not satisfied with the dress / gowns for any reason. All garments must be in original and unworn condition.
- We do try to minimise returns and our main aim is that you like the dress and fit immediately and to avoid sizing issues have listed all dresses chest, waist and hip sizes in inches in the description section. If the sizes are not listed then please feel free to reach out to us and we can measure the dress up for you prior to dispatch.
Custom Made Dresses
There are a variety of ways you can select the dress / gown you like via our online portals as listed below. We will list the procedure for each under the respective options below:
Online website (https://arowanaa.co.uk/)
- Client selects garments from our online gallery and complete payment.
- Once payment is complete we make contact via email and send out a measurement form to complete with instructions of how to take these. (You can use our standard sizing chart online and select your size from there if it fits, but usually we will need more sizes depending on the style of the dress (e.g. shoulder to floor measurements can vary depending on your height)
- We can also schedule a virtual or in person telephone appointment / chat and talk you through the measurements. A helping hand is always available.
- Measurements and all dress details are then confirmed and sent back to the client on a formal order confirmation that both yourself and Arowanaa retain a copy.
- We require exact body measurements, any adjustments to size we will make in house (For example if you want it slightly loose and not figure hugging / fitted or change in length of sleeves, neck or back)
- Delivery dates are also confirmed during this stage - these will be based on your occasion dates or standard within 4-6 weeks. The dress can take longer to make so please try to place your order in advance or talk to us prior to purchase and we can confirm delivery dates. The more notice you can give us the better so we have ample time to get the dress to you with ease as it is hand made.
- Please note dress/garment’s making will only start once measurements have been completed and all minor and major details agreed. For example if you want to change the length of sleeves, train or any other feature on the dress. We can advise on what is and isn’t possible.
- Dress/garment making is then started and the client needs to sit back and relax until it arrives.
- We will retain your measurement details on file and store these so that the next time you wish to purchase and place an order with us it is not necessary for us to repeat measurement taking unless your size has changed.
- Once the dress has arrived we will make contact with the client and advise the dress is on its way!
- Our clients can also arrange an appointment with us and come see us to collect the dress from our Studio in Epping, Essex. This will give you the option of trying it on in our company.
Facebook, Instagram, Twitter or any other online portals
- Client selects dress from one of our online portals above and makes an enquiry with us via social media messaging services or via our online contact us form / email (help@arowanaa.co.uk)
- We confirm design availability, time to delivery and price
- Client confirms they wish to purchase and complete payment
- Measurement form to complete with visual instructions of how to take these as guidance. (You can use our standard sizing chart online and select your size from there if it fits, but usually we will need more sizes depending on the style of the dress (e.g. shoulder to floor measurements can vary depending on your height)
- We can also schedule a telephone appointment / chat and talk you through the measurements as you take them if preferred. A helping hand is always available.
- Measurements and all dress details are then confirmed and sent back to the client on a formal order confirmation form that both yourself and Arowanaa retain a copy.
- We require exact body measurements, any adjustments to size we will make accordingly (For example if you want it slightly loose and not figure hugging / fitted or change in length of sleeves, neck, back)
- Delivery dates are also confirmed during this stage - these will be based on your function/occasion dates or standard within 4-6 weeks. The dress can take longer to make as well so please try to place your order in advance or talk to us prior to purchase and we can confirm delivery dates. The more notice you can give us the better so we have ample time to get the dress to you with ease.
- Please note dress/garment’s making will only start once measurements have been completed and all minor and major details agreed. For example if you want to change the length of sleeves, trail or any other feature on the dress. We can advise on what is and isn’t possible as required.
- Dress/garment making is then started and the client just needs to sit back and relax until it arrives.
- We will retain your measurement details on file and store these so that the next time you wish to purchase and place an order with us it is not necessary for us to repeat measurement taking unless your size has changed.
- Once the dress has arrived we will make contact with the client and advise the dress is on its way!
- Our clients can also arrange an appointment with us and come see us to collect the dress from our Studio in Epping, Essex. This will give you the option of trying it on in our company.
Bespoke design (Clients own design)
- Client makes contact with us with a bespoke design of their choice that is not on any of our online portals
- Arowanaa replies and confirms if it is possible to make the dress and sends client proposal with all details, timescales to make it and pricing
- Client accepts the proposal and completes payment
- Swatch made and produced (optional) by Arowanaa with fabric and crystal/beadwork and posted to the client for approval. A range of colours can be included to choose from.
- Please note extra time will be factored into the making time if swatch is required
- Colours can also be confirmed via colour chart swatches shared on email for simpler designs.
- Measurement form to complete with visual instructions of how to take these as guidance is sent. (Client can also use our standard sizing chart online and select size from there if it fits, but usually we will need more sizes depending on the style of the dress (e.g. shoulder to floor measurements can vary depending on your height)
- We can also schedule a telephone appointment / chat and talk the client through the measurements as taken. A helping hand is always available.
- Measurements and all dress details are then confirmed and sent back to the client on a formal order confirmation form that both client and Arowanaa retain.
- We require exact body measurements, any adjustments to size we will make accordingly (For example if you want it slightly loose and not figure hugging / fitted or change in length of sleeves, neck, back)
- Dress/garment making is then started and the client just needs to sit back and relax until it arrives.
- We will retain your measurement details on file and store these so that the next time you wish to purchase and place an order with us it is not necessary for us to repeat measurement taking unless your size has changed.
- Once the dress has arrived we will make contact with the client and advise the dress is on its way!
- Our clients can also arrange an appointment with us and come see us to collect the dress from our Studio in Epping, Essex. This will give you the option of trying it on in our company.
Custom Made Dresses / Gowns - Returns
- Every custom made dress is made specifically to an individual client's requirements and sizing and as listed above a lot of work and time is gone into the process prior to production/making starting. As such custom made garments are non-refundable and non-exchangeable.
- In the unforeseen circumstance if there is a fault with the garment which is very rare if ever occurs and the client is dissatisfied then we will firstly try to rectify the issue locally. If it cannot be rectified then we can arrange for a new dress to be made or credit offered. The garment will still remain non-refundable.
- Please note that if the client's size changes after order has started being produced it is not our responsibility if there is a problem with fitting and we have done everything correctly from our side. We usually recommend our clients go for a lace up back as opposed to zip as this will give you flexibility with size in case it changes.