We understand how disappointing it can be to receive a damaged item. At The Wedding Shop, we're here to help and will always do our best to resolve the issue quickly.

Reporting a Damaged Item

If you notice that one of your gifts has arrived damaged or faulty, please report it within 7 days of delivery to ensure we can assist you efficiently. You can do this by:

• Logging into your account

• Visiting your Track Orders page

• Selecting the affected item

• Clicking “Report an Issue”

• Completing the short form and uploading clear photos or videos of the damage

Our Returns & Replacements Policy

Once you’ve reported the issue:

• Our Customer Care team will review the evidence provided

• If approved, we will organise a replacement for you as soon as possible

Replacement Lead Times

We do not hold stock of gifts. Instead, we order items from our trusted brand partners once your gift list order is placed. This means:

• If the replacement item is in stock, we will dispatch it to you as soon as it arrives in our warehouse.

• If the item is out of stock, we will need to re-order it from the supplier, which may mean waiting the usual 4-8 week lead time.

• In some cases, we may be able to expedite the replacement, but this depends on the supplier’s availability and stock levels.

If you have any concerns about timing or wish to discuss alternative options, our Customer Care team is happy to help explore the best solution for you.

 

🤖 Chatbot Summary (Couple-facing):

We're so sorry to hear you've received a damaged item. If this happens, please report it via your Track Orders page within 7 days of delivery. If a replacement is required, we’ll work as quickly as possible to get it to you. If the item is in stock, we’ll ship it out as soon as we can. However, because we don’t hold stock and order directly from our suppliers, some replacements may require the standard lead time to secure the item again. In some cases, we may be able to expedite the replacement - but this isn’t always possible. Rest assured, our Customer Care team will keep you updated every step of the way.