Customer Service
Gown & Product info
Q: How do I measure myself?
Q: Do you provide alteration services?
A: BHLDN does not offer alterations services. We recommend working with a seasoned tailor who has a background in bridal wear.
Q: Do you offer specific measurements for each item?
A: We provide specific measurements for wedding gowns; look for these on gown product pages. You may also reference our general fit guide.
Q: Which designers do you carry?
A: See our list of designers here.
Q: How often do new products/gowns activate?
A: We receive new product at least once a month. Our largest gown collections typically arrive in August and January.
Q: What is Dye to Order?
A: Dye to Order is a special collection from Ghost London. Created upon order just for you, each garment goes through a unique process of washing and dyeing.
Q: How long does it take to receive a Dye to Order item?
A: Please allow six to eight weeks to receive your custom garment.
Q: This Watters gown is made to order. What does that mean?
A: Select Watters gowns are carefully crafted upon order. Please note, these gowns ship from Watters, not BHLDN.
Q: How long does it take to receive a made to order Watters gown?
A: Timing varies by gown, but please allow up to 15 weeks.
Q: What are Handmade Accessories?
A: This is our special collection of artisan-made accessories. These unique pieces are individually handcrafted upon order.
Shop current new arrivals here.
Payment, delivery & returns
Q: How do I make a return or exchange?
A:
- To return or exchange your gown, a UPS pre-paid Label is included in your shipment. Please note, all merchandise must be shipped back to us, and cannot be returned to a store.
- To return or exchange all other apparel, accessories, and décor, a USPS pre-paid SmartLabel is included in your shipment.
- Most returns and exchanges will be processed in approximately 2-3 weeks, depending on your method of return. Please note additional processing delays may occur in some instances.
Q: What is the BHLDN return policy?
A:
- Merchandise must be returned within 30 days of delivery for a full refund to your original method of payment.
- Most merchandise must be shipped back to us and cannot be returned to a store.
- For in-store purchases where your item(s) go home with you on the day of purchase, returns can only be made to our store locations. For additional questions, please contact the store where your purchase was made.
- Merchandise must not be worn, altered, or washed, and must be free of stains, pet hair, floor debris, and pin marks.
- Merchandise must have all tags attached and be returned in original packaging.
- Gowns not returned in original condition may be refused or subject to a $75 restocking fee.
- Gowns marked as Final Sale (items with prices ending in $.99) cannot be returned or exchanged.
Q: Do you allow price adjustments?
A: If you have purchased items that are now on sale, we will gladly offer you a one-time price adjustment if you contact us within 14 days of the original date of shipment or in-store purchase. For online or phone orders, please call 1-888-942-4536 from 7 a.m. - midnight EST, seven days a week, or email us at support@bhldn.com. For store purchases, please contact or stop by your local store.
Please note we do not offer price adjustments on shipping charges.
Q: Do I pay for my gown at the time of ordering? Or do you accept partial payment?
A: For all payment methods, with the exception of Afterpay, you must pay in full when you place your order. (Please note that Afterpay is not available for purchases over $2000.) You will see an authorization charge at the time you place your order. Authorization charges will be dropped, and your credit card will be charged the full amount as soon as your gown has shipped.
Q: How quickly do your gowns arrive once I've placed my order?
A: If your size is in stock, it will take approximately 5-7 business days for your gown to arrive. If your size is not in stock, you can expect it to ship within 5-7 business days of the estimated ship date that you see noted when you click on your size. For last-minute shoppers or elopers, we also offer expedited shipping.
Q: What are shipping prices and what is your delivery timeframe?
A: Click here for all U.S. shipping information.
Click here for international shipping information.
Q: How will the gown be shipped? Is there a signature required upon receipt?
A: Your gown will be shipped via UPS. We do not require a signature upon receipt of the package. You will receive tracking information when your item is shipped.
Appointments
Q: Where are BHLDN stores located?
A: Click here for our locations.
Q: How do I schedule an appointment?
A: To schedule an appointment, click here or visit the store page of the location where you wish to make an appointment.
Q: Do I need an appointment for wedding gowns? What about bridesmaid dresses?
A: Yes, you need an appointment to try on wedding gowns. We also encourage you to make an appointment for bridesmaid shopping to ensure optimum service. We recommend calling the store ahead of time if you are shopping for a bridal party of more than five people as we will need to make extra accommodations for your appointment.
Q: What can I expect from an appointment?
A: Once you schedule an in-store appointment, you will be assigned a stylist who will guide you through the gown selection process. At your appointment, you'll receive one-on-one attention for 45 minutes in our private salon area. Your stylist will provide sizing advice, reserve requested samples (when available), and help accessorize your wedding day look.
Q: How far in advance should I book my gown appointment?
A: We recommend that you book your appointment at least 6 months prior to your event date. Our gown styles have limited availability, so if you have found a style that you love, we recommend booking an appointment at your earliest convenience. While the majority of our gowns are available for immediate delivery, planning ahead gives you plenty of time for alterations.
Q: What if I need to cancel my appointment?
A: We have a 24-hour cancellation policy. You will receive a reminder email 48 hours before your appointment. You can reply to the email to confirm or cancel, or you may call the store directly. If we don't hear from you by 5 p.m. the day before your appointment, we will open it up to another bride. Please note most stores have a long wait list of brides hoping for an appointment. We appreciate the courtesy of confirming or cancelling as soon as possible.
Q: What are my options if appointments are fully booked and I want to try on wedding gowns?
A: We recommend calling our stores to be added to a wait list. The store teams will call customers on the wait list as soon as an appointment slot opens.
Q: What should I bring with me to my appointment?
A: We suggest that you bring your own nude or white undergarments. This may include a strapless bra, underwear, and/or shapewear, and shoes at the desired height. You may also want to bring an elastic hairband if you plan to wear your hair up.
Q: What size are your sample gowns?
A: We typically have samples in sizes 4 and 14, but it varies by style. During your appointment, your stylist will assist you with your measurements and provide sizing advice. Most BHLDN wedding gowns are comparative to ready-to-wear sizing.
Q: May we bring a bottle of wine or champagne to celebrate?
A: To avoid spills and maintain the integrity of the product, we ask that you not bring in outside beverages. However, we are happy to provide refreshments upon request!
STYLING
Q: I don't live near a BHLDN. How can I obtain expert advice?
A: Our styling team offers phone and email consultations! For more infomation click here.
Q: How do I know which size to order?
A: If you are unable to meet with our stylists for an appointment at one of our locations, we recommend getting measured by a professional tailor and using our reference guides to best determine your size. Click here for our general size guide. We also provide specific measurements for wedding gowns; look for these on gown product pages.
Designer Trunk Shows
Q: What makes a Designer Trunk Show different from the typical BHLDN experience?
A: Designer Trunk Shows feature BHLDN’s made-to-order gowns. Each Designer Trunk Show spotlights one of our celebrated design partners. Samples are available for brides-to-be to try on and, depending on the designer, some features can be customized to ensure you receive your dream gown.
Unlike other BHLDN gowns, these gowns are made specifically for you, which means that they will take longer to ship. Depending on the designer, gowns will take 12-16 weeks to produce and ship to the bride.
Designer Trunk Show gowns are available exclusively in stores; orders must be placed with a store associate during your trunk show appointment.
Q: How many gowns will be at the Trunk Show?
A: The number of gowns varies slightly by designer, but expect an average of 15 gowns at each Trunk Show.
Q: Can I try on gowns from all designers at my appointment?
A: Each trunk show spotlights one of our designer partners, and only gowns from that designer’s collection will be available to try on.
Q: What is the price range of BHLDN’s made-to-order designer gowns?
A: Price varies by vendor, but made-to-order gowns are between $1500-$5000.
Q: How long are the Trunk Shows?
A: Each Designer Trunk Show lasts ten days—Wednesday through the following Sunday.
Q: Where can I attend a BHLDN Designer Trunk Show?
A: Trunk Shows are held at select BHLDN shops. Click here to see a complete list of dates and locations.
Q: How do I schedule an appointment?
A: Book an appointment at your participating store location during one of the trunk show weekends. No special appointment is needed to try on trunk show gowns—and you are welcome to try on any gowns from our regular collection as well!
Q: How far in advance should I schedule my appointment?
A: There are a limited number of appointments available each weekend; book as soon as possible to ensure you get an appointment at your preferred time.
Q: The appointments are all booked! What should I do?
A: We recommend calling your preferred shop to be added to the wait list. The store team calls brides-to-be on the wait list as soon as an appointment becomes available.
Q: What size are the gown samples?
A: Sizing varies slightly depending on the designer, but samples are typically available in sizes 10 or 12. Rest assured, our stylists are pros and have tricks to make every bride-to-be look her best in the gown samples.
Q: What happens once I’ve placed my order?
A: Once you place your order, the designer will start making your gown! Your gown will ship to you directly from the designer in the time frame given when you placed the order. If you have any questions in the meantime, feel free to reach out to the store where you made the purchase.
Q: What if I’m having second thoughts about my Designer Trunk Show gown order?
A: Please note that our return policy is different for made-to-order gowns, as they are made specifically for each customer. Please refer to our return policy with further questions.
BHLDN Sample Sales
Q: What are BHLDN sample sales?
A: We hold sample sales semi-annually to clear out discontinued product and make room for the next season’s new arrivals. Sample sales are in-store only, and all items are sold as is.
Q: What will be at the sample sale?
A: Our sample sales include wedding gowns and bridesmaid dresses that are slightly damaged due to the wear and tear of daily use in our shops. Most of the dresses are sale or discontinued styles; very few (if any) current styles are included in sample sales. Accessories and décor are not included.
Q: Will all sizes be available?
A: Most gowns will be size 4 and 14, and most bridesmaid dresses will be size 4, 10, and 16.
Q: If I find something I love but need a different size or color, can you order it for me?
A: Unfortunately, no. Sample sale products and prices are available in-store only during the hours specified. BHLDN cannot honor sample sale prices on any other orders or purchases.
Q: How long do sample sales last?
A: Sample sales are held before normal business hours and typically last 2 hours. Check your local shop’s page on bhldn.com for details as hours may vary by location. We are not able to honor sample sale prices outside of the specified time frame.
Q: How many dresses can I try on?
A: There is a limit of 5 items in the fitting room at a time to keep lines moving, but you may return to the fitting room multiple times.
Q: Can I call ahead to see if the style I want will be at the sample sale?
A: Unfortunately, we cannot confirm style availability before the sale.
Q: Can I put an item on hold?
A: We do not allow holds during sample sales; all purchases must be made the morning of the sale.
Q: What if I don’t find anything?
A: If you don’t find your dream dress at the sample sale, we encourage you to book an appointment at bhldn.com/stores!
Gown Pop-Up
Q: What is a Gown Pop-Up?
A: We travel with a collection of our favorite BHLDN gowns to cities without a BHLDN shop to give local brides a chance to view and try on the collection in person. Each Gown Pop-Up is held from Thursday-Sunday before moving to the next location. Pop-Ups are by appointment only and all gowns purchased at the Pop-Up will receive a 10% discount!
Q: Where can I find dates and locations for the Pop-Ups?
A: Check out the Pop-Up Shops page for more information on upcoming Spring 2019 Pop-Ups and to see if we’re coming to city near you.
Q: What gowns will be available at the Pop-Up?
A: Unfortunately, we can’t travel with every gown we offer, but we bring a selection of customer favorites! Click here to see the gowns we’re bringing to Spring 2019 Pop-Ups.
Q: What size are the gown samples?
A: All gowns will be available in size 14; select styles will be available in size 4 and 14. Rest assured, our stylists are pros and have tricks to make every bride-to-be look her best in the gown samples.
Q: Do I need to make an appointment?
A: Yes, Gown Pop-Ups are by appointment only.
Q: How do I schedule my appointment?
A: Click here to see the full list of Pop-Up locations. Select "Book Now" at your preferred location to see the appointment calendar.
Q: What can I expect from my Gown Pop-Up appointment?
A: When you arrive for your appointment, a dedicated BHLDN stylist will greet you and guide you through the gown selection process. During the 45-minute appointment, you’ll receive one-on-one attention in a private fitting room. As you try on each gown, your stylist will lead you to a viewing area to show your nearest and dearest. Keep in mind that seating is limited, so please bring no more than 2 or 3 guests.
Typically, there is time to try on 4 to 6 gowns, including revisiting your favorite. As your appointment comes to a close, your stylist will provide sizing advice and help accessorize your bridal look.
If you find the one at the Pop-Up, you’ll receive a 10% discount on your gown purchase!