FREQUENTLY ASKED QUESTIONS
Need some help or have a question for Little Black Dress? From delivery times to style advice, here are the answers to some of the most frequently asked questions. If you can’t find the answer to your question then please contact us here or call us on 0161 277 7046 (UK Local Rate) and one of our dedicated customer service advisers will be happy to help.
How do I browse your site? If you know the name of the brand or product you are looking for, simply type it in in the search box on the top right of every page. If you are just browsing you can use the top navigation bar to narrow down your search by brand, product type or occasion. Once you’ve made this selection you can filter by price, colour and size to find the perfect product for you and your budget.
Can I sign up to your newsletter? Yes! We just need your name and an email address and our newsletter on all things LBD (and some exclusive offers and discounts!) will be winging its way to your inbox every week. Sign up here www.littleblackdress.co.uk/sign-up-to-lbd/
How do I use my discount code? During the last stages of checking out, type in your discount code to the ‘Add Coupon’ box when prompted. Click ‘update bag’ and your discount will be applied.
Is online shopping safe? Little Black Dress allows you the option of using three of the leading payment gateways to make your purchase as safely and securely as possible. We use Amazon Pay, PayPal and Klarna and all these use data encryption technology to protect your details and will never share your details with retailers.
Are Returns Free? We now offer an easy returns for unwanted items with the Royal mail. It costs £3.50 for up to three brands to be returned. However, should you choose to return four brands or more, then we will deduct £3.50 per brand (but the first three brands are just £3.50). Head to our returns pagefor further information on how to download your unique QR code label before dropping off at your nearest post office. Some brands are exempt from this service, and unfortunately we cannot offer this service for international returns. Your local post office will be able to advise on the most suitable service for returning your items. We strongly advise you to use a tracked secure service. Don't forget to keep a copy of your receipt - Little Black Dress can not be held responsible for lost parcel outside of our tracked returns service
Where is my order? You can check the status of your order online by logging into your account. Simply click on 'Log in' at the top right hand corner of your screen. Most of our brands provide a tracking number for your package, which will be emailed to you when your order has been despatched. If you require more information, please email firstname.lastname@example.org and our customer service team will be happy to look into it for you.
How long does Free Standard UK Delivery take? Free Standard UK Delivery normally takes 2-5 working days (excluding weekends and bank holidays) to reach you from dispatch. For made to measure items you will have to wait a little bit longer, but we promise it will be worth the wait! Please refer to each individual product page for more information.
How do I order Next Day UK Delivery*? Little Black Dress is a luxury marketplace and orders are dispatched directly from the brands to you. Next Day Delivery costs £7.99, please place your order before 12pm Mon – Thurs to recieve your order the next day. Orders are dispatched only on weekdays. Please note that if you order on a Friday, Next Day Delivery will be on the following Monday. This service is not currently available on weekends or bank holidays. *Subject to location and courier service, some postcodes will be exempt from Next Day UK Delivery, please contact us to check if you are eligible for this service.
Do you deliver to my country? Little Black Dress ships internationally from £5.95. Please click here for a full list of countries and delivery charges. Your order will be dispatched direct from the brand(s) via a tracked service. Please allow up to 10 working days for delivery from the time of your order. International orders may incur custom duties and taxes so it can be a good idea to contact your local customs office to find out before you order. You will need to pay for the cost of returning your items, we do not currently offer an international returns service. But this is being developed.
How do I return an item? We hope you love your order from Little Black Dress, but if for any reason you wish to make a return you can do so within 14 days of receipt. As Little Black Dress is an online marketplace and your order is shipped directly from our brand(s) to you, please return the product to the brand you received it from – not Little Black Dress (with the exception of selected lines which we hold in stock). To do this, please follow the returns instructions on our website. If your package did not include returns paperwork, please place a note inside the parcel with your order number and reason for return so we know who it has been returned by. Unfortunately we are currently unable to offer a free returns service at this time. It will cost £3.50 to send back your dress or dresses. Please note returning to more than three seperate brands in three seperate parcels? We will charge £3.50 per pracel for the fourth and subsequent parcels after this.
Have you received my return? Please allow 10-14 days for your refund to process. As all returns are sent back directly to the brands, please understand we are unable to issue a refund until the brand confirms to us they have received your item and it has passed all quality checks. Once we receive your return confirmation from the brand, your refund will be issued via your original method of payment and you will receive an email confirming your refund. Please then allow 2-3 working days for the funds to become visible in your account; unfortunately this is out of our control and dependent on your banking service provider.
Who is Klarna? Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments. See our Klarna Page.
How does Slice it in 3 work? Slice it in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Little Black Dress and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Am I eligible for Slice it in 3? To use Slice it in 3 you must be at least 18. Whilst this option is widely promoted, Slice it in 3 is subject to your financial circumstances. When choosing Slice it in 3, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Slice it in 3? Klarna is unique and offers Slice it in 3 based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Slice it in 3 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase? If you want to make a purchase with Klarna using Slice it in 3, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card.The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me? Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Little Black Dress run credit searches against you that could impact your credit rating.
Why have I not been offered Slice it in 3? Although Slice it in 3 is widely promoted it is not always universally available. The Slice it in 3 payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna? Payment for your Slice it in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.
What happens if I cancel or return my order? As soon as Little Black Dress have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.
What happens if I don’t pay for my order? Klarna will automatically attempt to collect your payment for your Slice it in 3 purchase at Little Black Dress from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.
I have been asked to go to Klarna's site. Is this correct? You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk
What do I need to provide when I make a purchase? If you want to make a purchase with Klarna you need to provide your name, address, email address and mobile phone number. For some orders you may need to provide your date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Little Black Dress. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date? No, this is not currently possible for Slice it in 3 purchases.
Have you received my payment? Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk
What happens to my statement, when I've returned the goods? Once Little Black Dress has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.
I've received a statement, but I've not yet received my goods In the event that your goods have not been received please call Little Black Dress or email email@example.com to check on your order and delivery status. You can also contact Klarna’s Customer Serviceso that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded? Refunds shall be issued back to the debit or credit card which was originally entered at checkout. I haven’t received an email with my statement/payment information. You can log in at www.klarna.com/uk where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch? Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.