(0)FAQ
How long does delivery take?
Orders received and paid for or approved before 13:00 Monday to Friday are usually dispatched that working day. This deadline may be moved forward to 12 noon in busy periods, e.g. June/July.
If your order comes in after that time, we normally despatch next working day,.
Arrival time will depend on the shipping method you selected, i.e. post or courier, and destination address. Guidance on this can be found in our shipping times section.
Please note that our courier will deliver next working day (Monday-Friday).
Can my order be sent to a different delivery address?
Yes, when ordering you will have the opportunity to select a different delivery address.
I had a problem whilst ordering, what do I do?
If you have tried to checkout and experienced problems then please give us a call as we will be able to see your order.
If you have not yet tried to checkout and would like to have another attempt please reopen your browser to begin, alternatively please contact us and we can help.
What do I do if I want a colour that is not listed?
Please contact us to discuss your requirements, we will help to the best of our ability, but please allow 4-6 weeks for customised orders.
I would like customised stoles, how do I order?
Please contact us to discuss your requirements.
Which size is best?
Children and Young Students - our sizes are based on the 'average' size given as an age. If you have children that are significantly larger we would recommend going up a size; or down a size if they are significantly smaller. Generally because the gowns are a loose garment and the length is not as important as with trousers for example, most children should be fine in the main size for that age. In general it is better to go a littler larger, as a longer gown can be shortened or tacked up if need be, whilst a gown that is too short cannot be lengthened.
Adult Gowns - these are based on your height (total from floor to the top of your head), we also have some XL gowns available if you have a chest size of 50"+. Also because UK style gowns are open-fronted, they are a comfortable fit for most.
How can I pay?
We accept card payments, cheque, bank transfer and PayPal.
Can I pay or can you dispatch against an invoice?
We are happy to dispatch against the invoice once an official purchase order is received.
Do the gowns need cleaning?
Gowns should not require much cleaning unless they become marked; either a clothes brush can be used or use a damp cloth to remove any marks. Chldren's gowns can normally be washed by hand or the equivalent of a cool hand wash in a machine. For adult gowns, they can normally be dry cleaned for best results.
How should I store my gown and hat?
We recommend storing the gowns on a hanger, with a garment cover. Hats should be stored flat or boxed to protect them.
Why are the hire items always out of stock?
Before we can commit to your date and supplying the number/colour of gowns you require, we need to discuss your requirements with you to avoid any conflict or double booking. So please contact us to discuss your requirements before finalising your plans. Whilst we have very large stocks of hire items and so rarely have availability problems, we do need to arrange the delivery and collection dates with you so please call or contact us.
Is it too late to change my order?
Please contact us immediately if you need to amend your order. If it has already been dispatched it will unfortunately be too late but please contact us to discuss your options.
What I received was not what I ordered?
Please contact our customer service team and we will be able to help.
Who can I speak to if I have a complaint or problem?
Please call our office on 01264 339 706 select option 4, and we will be able to help.
Where can I book a gown for my upcoming College/University ceremony?
Please go to www.marstonevents.com or contact your institution for details.