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.
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 email@example.com 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 £15.00. 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 i 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, no matter how many items you return.
Are returns free?
We now offer a cheap and easy way for you to return any unwanted items with Royal Mail. No matter how many brands you have shopped from in your order, you can return any item(s) for just £3.50. We will deduct this automatically from your refund if you have used this service. Head to our Returns Page for further information on how to download your unique QR code or postage label before dropping your package(s) at your nearest post office. Some brands are exempt from this service, and unfortunately we cannot offer this service for Internationa returns. Your local post office will be able to advise on the most suitable service for returning your items, we strongly advise opting for a secure and tracked service. Don't forget to keep a copy of your postage receipt as proof of postage until you have been refunded.
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.
Pay later Frequently Asked Questions - UK ENG
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. 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.
How does Pay later work?
Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 14 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk
Am I eligible for Pay later?
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later?
Klarna is unique and offers Pay later 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 Pay later 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 had Pay later 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, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.
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 Pay later?
Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.
What happens if I cancel or return my order?
As soon as Little Black Dress have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
What happens if I don’t pay for my order?
Payment is due 14 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
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 and email address. For some orders you may need to provide your mobile number or 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?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment?
If you pay by card, Little Black Dress will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
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 will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.
I've received a statement, but I've not yet received my goods.
You have 14 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Little Black Dress to check on delivery. You can also contact Klarna’s Customer Service so 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 business days.
I have asked for a refund. How will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
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.