You are our top priority. If you have any questions about COVID-19 and your wedding list please see our FAQs

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COVID-19 FAQs

COVID-19. We’ve all got questions during this unsettling time. We want to reassure you that we’re here for you. You and our employees are our top priority. We have set up these FAQs to help answer some of your questions. We will be updating them as the situation develops to ensure the advice we give is totally up to date. 

Financial Security

What happens to the money our guests have already pledged? 

Your wedding list is totally secure. Any guest contributions towards your wedding list are securely held in a separate ring-fenced trust, meaning that under any circumstances these monies are always safe.

Showroom & Appointments

Are you open?

It is with a heavy heart that we have decided to close our showroom and stop hosting appointments, effective from Friday 20th March. The safety of our employees and our couples is our main priority.

Are you still taking showroom appointments? 

We are unable to host face-to-face appointments in our Showroom, effective from Friday 20th March. However, we will be offering all couples with a pre-arranged showroom appointment the opportunity to have their appointment remotely, over the phone.

Your wedding list advisor will be available to call you at the same time that your showroom appointment was originally booked for.

She will talk you through our dedicated service, introduce you to our extensive online showroom and get your wedding list set up for you.

Whilst we understand this is disappointing, our showroom experience is just a small part of our dedicated service. Our expertise is always available via email and phone - you will still have the unwavering support of your dedicated Wedding List Advisor. We can provide you with a tailored, bespoke service through our online showroom, helping you to create a curated list of wedding presents to suit your style from our extensive selection of beautiful brands.

What if I want to book a new appointment, since your decision to close the Showroom?

Until we reopen our London Showroom, all new appointments will be hosted over the phone. Appointments can be booked here.

Your wedding list advisor will call you at an arranged time. She will talk you through our dedicated service, introduce you to our extensive online showroom and get your wedding list set up for you.

Whilst we understand this is disappointing, our showroom experience is just a small part of our dedicated service. Our expertise is always available via email and phone - you will still have the unwavering support of your dedicated Wedding List Advisor. We can provide you with a tailored, bespoke service through our online showroom, helping you to create a curated list of wedding presents to suit your style from our extensive selection of beautiful brands.

What if I need to cancel my appointment? 

If you need to cancel your appointment you can reschedule this for a later date. Please let us know with as much notice as possible. 

What if you cancel my appointment? 

If we have to cancel an appointment, we will give you as much notice as possible and give you an alternative time for our call.

What happens if I need support from an advisor but I can't get to the Showroom?

Our showroom experience is just a small part of our dedicated service. Our expertise is always available via email and phone - you will still have the unwavering support of your dedicated Wedding List Advisor. We can provide you with a tailored, bespoke service through our online showroom, helping you to create a curated list of wedding presents to suit your style from our extensive selection of beautiful brands. 

Building Your List

Can I still build my list? 

Yes, of course! You have full access to our Online Showroom. With thousands of presents to browse we are confident that you will love building your list online. Our wedding list advisors are available to support you at every stage of your wedding list journey.

Are help and support still available? 

Our entire team is still available to give you support and advice whilst building your list, no matter what. They are available by phone or email at every stage of your wedding list journey.

Duty Of Care

What are you doing as a business to support your staff?

The health and well-being of our customers and our staff is our utmost priority. We've been taking the necessary steps and following government guidelines to protect our employees and couples. We are ready to react to any new measures announced to ensure we are always following protocol.

Our staff have our full support to stay at home if they are feeling unwell, and are encouraged to follow government advice. It's our intention that staff will receive their regular pay during this period.

Our company ethos remains at the forefront of every decision we make. We are a small business and a family - every member of staff will be supported during this time no matter what.

Deliveries

Can I still book a delivery? 

Due to the latest advice from the government, we have had to temporarily suspend deliveries, taking effect from 25th March. Please rest assured that your presents are safe and sound in our fully insured warehouse. We will also be extending our complimentary storage during this time. We will be monitoring the situation closely. We will update this page as soon as we have any updates.

Are arranged deliveries still going ahead? 

Sadly, as of March 25, we will have to temporarily suspend all deliveries. If you have a delivery booked in, you will be hearing from our delivery team very shortly, if you haven’t already. We will be reinstating deliveries as soon as we can and will keep you updated on this page. Please be assured that your presents are safely stored in our fully insured warehouse. We will be extending our complimentary storage to all couples during this time.

Placing & Tracking Orders

Will this affect my lead times?

Due to the recent government restrictions announced on the 25th March, we have had to temporarily suspend our warehouse, meaning that we cannot take deliveries into the warehouse. This will cause delays to our usual lead times. We will keep this page updated as soon as we have further information.

What happens if you can’t source an item?

It is unlikely that that we will be unable to source presents as a result of COVID-19, it may just take a little longer. If we are unable to source a present for you, our standard procedure applies. We will let you know as soon as possible and offer you an alternative option. If the present has been bought from your list we will credit your account.

Postponing our wedding

What if we're postponing our wedding and guests have already purchased presents? 

If your guests have already started purchasing presents, their money is safe and sound in a separate ring-fenced trust account.

If you already have a new wedding date, we can amend this on our website for you. We know you want to keep all of the hard work you have put into building your wedding list. You can continue building your list if needed when you are ready, and your guests can continue to access your list.

What if we're postponing our wedding and guests haven't purchased presents yet?

If you already have a new wedding date, we can amend this on our website for you. We know you want to keep all of the hard work you have put into building your wedding list. You can continue building your list if needed when you are ready, and your guests can continue to access your list.

What if we are postponing our wedding, but do not have a new date yet? 

If you do not have a new wedding date yet, please do not worry. We are here to support you. We can put in a temporary placeholder date so that you can keep all of the hard work you have put into building your wedding list. When you have confirmed your new date, we can apply this to your list for you.

To change the date of your wedding please reach out to your Wedding List Advisor.

Cancellations

What if we have to cancel our wedding? 

To keep all of the hard work you have put into building your wedding list, we would highly recommend putting a temporary future date against your wedding list, rather than cancelling it. This will ensure that you can still access your list, should you set an alternative date for your wedding.

If this isn't possible, and you do need to cancel your wedding, then please reach out to your Wedding List Advisor. We are always here to support you and will help you through this difficult time.

FAQs for Guests

What happens if I have bought a present for a wedding that has been postponed or cancelled?

Rest assured, your money is protected. All guest contributions towards wedding lists are held in a separate ring-fenced trust account. The money is held in this trust until a couple instruct us to purchase their presents on your behalf.

You have the right to cancel your order and receive a full refund if you cancel your purchase within 14 days, starting from your order confirmation date.

If a wedding gets cancelled, we will refund your order.

 

Can't find an answer to your question? Please don't hesitate to get in touch.