Frequently asked questions
Do I need to set up an account to place an order?
No, you can select the option ‘check out as guest’ to make a purchase without signup up for an online account with Amanda Wakeley.
Can I order by telephone?
We are happy to take your order over the phone. Please call +44 (0) 207 352 3115.
I’ve forgotten my password – what shall I do?
Please click the ‘Forgot Your Password?’ link when you sign in. This will email a new password to your email address.
How can I change my personal details?
Please log into your account where you will be able to change or save your details and preferences.
By registering do I automatically receive marketing emails from you?
Yes, by registering for an account with us your are opting in to receive marking emails from Amanda Wakeley.
By registering will you pass my details onto other companies?
We will never share your details with any other companies.
Can you take me off your mailing list?
Please click the unsubscribe link at the bottom of one of our newsletters to be removed from the mailing list.
How do I find a specific item?
You can search for a specific item in the website by using the search bar found on the top right hand corner of every page.
I’ve seen something in store but not online, how can I find it?
We try to stock everything online that we hold in our stores. However, if there’s something you can’t find, please email email@example.com and we’ll try to make it available for you.
The piece I want is not available – will there be more coming in stock?
Please email firstname.lastname@example.org with the product name, colour and size that you are looking for and we will do our best to try and locate it for you elsewhere in our business.
What size should I order?
Amanda Wakeley garments run true to size, so we recommend that you choose the size you’d normally buy. You can also refer to our size chart for further information, and the size and fit section found on all products.
How do I remove an item from my basket that I no longer wish to purchase?
View your basket by clicking on ‘My bag’ found in the top right corner of every page. You can click the ‘X’ to the left of each product, or change the quantity in the box to ‘0’ and click update shopping bag at the bottom.
I have a discount code, where do I apply this to my order?
When you view your basket, at bottom left there is a space to enter your code. Click ‘Apply coupon’ and the price will automatically adjust. If you are applying a code for free shipping, please note that this discount will show at a later stage when you select your shipping option.
Does the price include VAT?
Yes, all prices shown include VAT.
What payment methods do you accept and is it safe to use my credit card online?
We accept all major credit and debit cards. All transactions are processed on our secure server.
Problems with payment – I am struggling with processing my order.
If you are having trouble placing your order, please call +44 (0) 207 352 3115 and we’ll try to resolve this for you immediately.
How will I know if you have received my order?
You will receive an order confirmation by email when we have received your order.
I placed an order but did not receive an email confirmation.
We send an email confirmation for each order that has been placed. Please check your spam or junk mail for our email.
In what packaging will be goods be delivered?
You will receive your items folded in tissue paper and wrapped inside a complimentary silk dust bag. This is then place in an Amanda Wakeley carrier bag and shipped inside a courier flyer bag.
Which countries do you ship to?
We ship to all countries worldwide.
How long does delivery take, and how much will it cost?
Please view our delivery information page for more information.
Do you offer same day delivery in London?
Unfortunately we cannot offer same day delivery at the moment. If you need your order urgently, please call +44 (0) 207 352 3115 and we’ll do what we can do try and get it to you.
Do you deliver on Saturdays?
Unfortunately at the moment it is not possible to deliver on Saturdays.
I need me order sooner that the delivery time stated.
Please email email@example.com and we will do our best to get your order to you in time.
Do I need to sign for my order?
Yes, you do need to sign for your order. If you’re not home when the package is delivered the courier company will contact you directly to arrange for re-delivery at an appropriate time.
Do you ship to multiple addresses?
Unfortunately we cannot deliver to multiple addresses at the moment.
Can I change my shipping address after my order has been dispatched?
Once your order has been dispatched we cannot change the shipping address. If your item has not yet been dispatched however, we can do so. Please email firstname.lastname@example.org within 3 hours, with your name, order number and the new delivery address.
How much duties and tax do I need to pay?
You don’t need to pay any duties and tax when purchasing with us, we pay that on our end.
Why are shipping restrictions applied to some items?
Some countries have their own import restrictions on certain items such and furs and skins, which we must abide by.
How can I track my order?
You will receive a separate email from our courier company who will provide you with a tracking number for your order.
What are the return policies?
Please view our returns information page for the returns policy.
How do I return or exchange an item?
Please contact us to arrange a return by emailing email@example.com or calling +44 (0) 207 352 3115. We will arrange for the items to be collected from you.
Will I be refunded the full value of my order?
We will refund your in full for your item, excluding the shipping charge. If you have purchased an item from The Loft, a returns charge of £6 will be deducted from your refund amount.
How is the refund processed?
Your refund is process via our online payment gateway and will take 3-5 working days to show in your bank account.
How do I cancel my order?
Please email firstname.lastname@example.org if you wish to cancel your order.
Can I remove an item from my order once it has been placed?
It is possible to cancel part of your order after it has been placed, however we cannot add items to an order. Please email email@example.com within 3 hours to do so.
Can I change an item within my order once it has been placed?
If you wish to change an item within your order, such as colour or size, providing it is of the same amount or less, we can do so. Please email firstname.lastname@example.org within 3 hours of placing your order.
Can I add something to my order?
Once you have placed your order you cannot add additional items. Please place another order for any extra items you wish to purchase. We will always do our best to ship everything together, and if we do, we’ll refund you one shipping charge.
Do you offer an alterations or repairs service?
We do not offer a free alterations or repairs service, however our Fulham Road store does at a charge. Please contact the store directly to enquire by calling +44 (0) 207 351 9476.
What if I have a problem with my product?
All items are quality checked before they are shipped, however if you do have a problem with an item please email email@example.com.
How do I contact customer service?
You can contact us via telephone or email. Please visit our contact us page for the best contact information regarding your query.
How do I find a store near me that stocks Amanda Wakeley?
Please visit our store locations page to view all Amanda Wakeley stores. If we are not local to you, please email firstname.lastname@example.org and we will help to identify your nearest independent stockist.
How do I book/change a bridal appointment?
You can enquire about a bridal appointment using our online bridal enquiries form. To change an appointment or for more information please email email@example.com or call +44 (0) 207 376 3739.