Our COVID-19 policy
We want your studio experience to be completely relaxed and enjoyable, keeping everyone safe during appointments is a big part of this so we will be following the below guidelines until we are advised further by the government:
- If you feel in any way unwell ahead of your appointment or have been in contact with someone that has become unwell with covid symptoms, we ask that you rearrange your appointment
- Before your appointment all garments will be steamed and surfaces and doors will be cleaned
- We will ask you to clean your hands with the antibacterial gel provided upon arrival
- We ask that you and your guests bring face masks to your appointment
- You are welcome to bring guests to your appointment, but the new 'TIER 2' guidelines require your guests be from your household or support bubble
- All attendees must wear a face covering
- The studio will be closed to any other visitors during your appointment (this is our policy anyway!)
- Wherever possible we will ask you to put garments on yourself to avoid and close contact, if you do need help being fitted into a piece, gloves and a mask will be worn
- You will need to be able to provide name & contact details for your guests for track and trace purposes.
How long does it take to make a bridal garment? As your garment is made to measure, it takes up to 16 weeks / 4 months to make. This is much quicker than most traditional bridal stores - many take a minimum of 6 months. We have worked hard to make this a much easier experience for our customers.
Can I get my bridal garment faster than 16 weeks? We do do rush orders - talk to us about your requirements – contact us here.
Can I change / customise / personalise any of your designs? Every style is made especially for you which means we can offer small customisations. A cuff here, a train there - it’s your garment so make it how you want it! Just give us a call before you place your order and we can have a chat about your requirements.
How far in advance do you recommend me ordering before my wedding? We would recommend placing an order between 4 - 6 months ahead of your wedding so you have time to get alterations if they are needed. For bridesmaids, a minimum of 6 weeks before. If you have less time, we'd recommend getting in touch as we may be able to put in a rush order.
Do I need to come for an appointment and try my dress on beforehand, or can I just order online? It's entirely up to you! Our garments have been designed to fit comfortably and to your exact size without the need to have lots of additional fittings, however some brides do like to try the samples on beforehand, which you are more than welcome to do too! Once your dress is made to your size and height we deliver it straight to your door.
How much do your appointments cost? Our appointments cost £20. The studio is completely yours for one hour. You and your guests will be able to enjoy a glass of fizz while browsing the collection and trying your favourite pieces!
What happens if I lose or gain weight before my wedding day? Don’t worry too much if you lose or gain a little weight in the run up to your wedding day, this is perfectly normal! Our clothes have a generous seam allowance and so can be taken in or let out if required. If you feel your shape has changed since ordering your dress, we recommend having a fitting with a professional seamstress after receiving your dress.
Tell me about your quality control process... We have a really rigorous quality control process and make each and every piece here in London. We have complete control over every element of the supply chain and do not outsource anything overseas. By the time the dress is delivered to you, it will have been triple checked by us and our seamstresses to ensure it is absolutely perfect – from fit to fabric.
Where are your garments made? Everything is made in London.
Can I take photos while trying on the dresses? Yes of course! We are not fussy about this - make sure you tag us in your looks #facesofown
Do you take bespoke commissions? Chat to us about what you have in mind!
What does made to measure mean? It means it is especially made for you, according to your measurements.
Do you offer styling advice? Of course! We have tons of ideas of how to style our collection. Get in touch with us, we’d love to help.
What if my measurements sit across different size categories? Every body shape is different so if your measurements differ between size categories then don’t worry, this is normal. The best thing to do is to find the size that is the closest to the majority of your measurements. We’ll get in touch once you have placed your order to discuss all the details.
I don’t feel confident enough to take my own measurements – what do you recommend? No worries - there is an easy solution. Head to any local tailor (usually found within a dry cleaner) and they will do it for you, or if you're local, we can do it for you in the studio.
How do I get a feel for the fabric? We offer a free fabric swatch service so you can feel the luxurious fabric ahead of purchasing - get in touch and we'll send you a swatch, free of charge.
Can I come and try my dress on before I buy it? Of course, we would love to meet you. We offer appointments at our studio - click here to make an appointment.
BRIDESMAIDS & ACCESSORIES
Do I need to come for an appointment and try my dress on beforehand, or can I just order online? It's entirely up to you! Our bridesmaid garments have been designed to fit comfortably and are true to size, however if you would like to try before you buy there are a number of ways to do this, either by booking an appointment or via another one of our services. Please click here to get in touch with us about trying a sample.
Can I get a fabric swatch? Absolutely, get in touch with us here and let us know what fabric swatch you'd like and your address and we will post one out to you.
How do I return an item?
Please note: made to order bridesmaid items and personalised shirts are not eligible for exchanges or refunds as they have been made especially for you.
To return an eligible item please contact us at email@example.com for a returns form. Please fill out this form and send it with the items you wish to return to: Returns, OWN, 18c Stradella Road, Herne Hill SE24 9HA. We would recommend using a recorded postal service as we cannot be liable for any lost returns that don’t have proof of postage for. Refunds on returned items will take up to five working days.
Please take care trying on items as all products must be returned in a new and unused condition in their original packaging with all OWN tags and labels still attached. Returns that are damaged or soiled will not be accepted and will be sent back to the customer and/or a refund or exchange refused.
What is your returns policy? Click here to read our T’s + C’s.
What is your refund policy? Click here to read our T’s + C’s.
How do I exchange an item?
If you would like to exchange an eligible item for something else, the item must be unworn and with all labels still intact. If you would like an exchange please email us at firstname.lastname@example.org with ‘Exchange’ in the email subject. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Where are your bridesmaids garments made? All our bridesmaids garments are made in London.