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ATELIER POLICIES
At Trotter Bridal, our atelier policies are designed to provide clarity around ordering, production, shipping, and partnerships. Please review the information below carefully before placing an order or submitting an inquiry.
RETURNS & EXCHANGES
Because our pieces are made-to-order and often customized, all gown sales are final sale once production begins.
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No returns or exchanges on made-to-order gowns, custom gowns, or any items that have been altered, customized, or produced specifically for you.
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Deposits are non-refundable and secure your production time, materials, and placement in our schedule.
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If your item arrives with a verified manufacturing defect, please contact us within 48–72 hours of delivery with photos. If approved, we will arrange a repair, replacement (where possible), or an appropriate resolution.
SHIPPING POLICY
Delivery & Responsibility
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We ship using [Carrier(s)] with tracking on every order.
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For high-value shipments (including gowns), we strongly recommend signature-required delivery and insured shipping.
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Once a package is marked “Delivered” by the carrier, responsibility transfers to the recipient.
Incorrect Address
Please double-check your shipping address at checkout. We can’t be responsible for packages sent to an incorrect or incomplete address.
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If Your Package Is Marked Delivered (but you don’t have it)
If tracking shows Delivered, but you can’t locate it:
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Check around your property/concierge/mailroom/neighbors.
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Contact the carrier directly to request a delivery scan/GPS confirmation.
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Email us at your email, and we’ll provide any details we can to support your claim.
Important: We cannot replace lost or stolen packages free of charge if the carrier confirms delivery. (This is why signature + insurance is recommended.)
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If Your Package Is Lost in Transit
If tracking hasn’t updated for [X business days], contact us, and we’ll help you open a carrier investigation/claim. (Claims are handled through the carrier/insurance process.)
Customs, Duties & Taxes (if you ship internationally)
International orders may be subject to duties and taxes, which are the customer's responsibility.
WHOLESALE INQUIRIES
Who We Work With
Trotter Bridal wholesale is available to approved bridal boutiques and select retail partners that align with our brand and client experience.
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To Request Wholesale Info
Please email hello@trotterbridal.com with:
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Boutique name + website/socials
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Store location(s)
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Buyer contact name + role
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A short note about your clientele + price range
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Target delivery window / season you’re buying for
If approved, we’ll send our lookbook, wholesale terms, and ordering process.