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Frequently Asked Questions

What is a ‘Special Order’?
A Special Order is an order placed for a product when it is not available in-store. This may be because the product is sold out. When a product is specially ordered, it is ordered in specifically for a customer from the designer/manufacturer and so cannot be returned, exchanged or refunded.

If I place a Special Order for a dress and it arrives and does not fit, what do I do?
We have listed the size charts of each designer we stock and we recommend these be used as a guide when selecting your size. Size charts can be found via our homepage or via any product page.

Do you hire dresses?
All of our dresses are available to buy off the hanger and so maintain the highest standard of quality possible we do not hire dresses. 

Do you buy back dresses?
Every season each of the various dress designers release a new collection which we stock to keep current. Because of this we do not offer a buy back service. 

Do I need to make an appointment to try on your dresses?
It is not a requirement to have an appointment though we do recommend you make one should you wish to visit on a weekend. You may book an appointment with one of our personal shoppers via the homepage. We believe personal shopper appointments enhance the dress shopping experience.

You don’t have the dress / size / colour I want, can you get it for me?
It is certainly a possibility. For us to check availability, we would need to know which dress you are interested in as well as the colour and size you would need. Checking availability does not take long and can be done over the phone or by email.

Can you reserve an item for me?
We are unable to reserve any product without a deposit. Please refer to ‘Payments Schemes’ below. 

I’ve seen an item in store but it is not online, how do I buy it?
Please contact us with the details of the item required. Payment can be taken over the phone. Postage may be applicable.  Delivery information and prices can be found via the homepage. All telephone sales are subject to a 14 days return policy for refunds and exchanges.

What is your returns policy?
We accept returns for refunds and exchanges within 14 days. All items must have the original labels intact and must be unused and unworn. Items purchased in store are non-refundable and can be exchanged within 14 days.

How do I return an item?
Please package carefully and post Royal Mail Recorded Delivery. All items remain your responsibility until they arrive back at Molly Browns.

How long does it take to be refunded?
Refunds are processed within 48 hours upon the safe return of unwanted goods. After being processed it can take up to 2-3 business days to show on your account. 

Can I return/exchange an item purchased online in store?
This is permitted providing that you have your receipts, the original tags are intact and it is within the permitted time frame outlined by our returns policy. 

I received an incorrect/faulty item, what do I do?
Should this happen, please contact us by email or phone. The mistake will be rectified immediately and all associated postage costs will be paid for by Molly Browns. 

Do you offer any payment schemes?
Molly Browns offers a deposit scheme which allows you to secure a dress with a 30% deposit. Any remaining balance to be paid can be tailor made to suit your circumstances. Deposits are transferable.

Gift Vouchers
Gift vouchers paid for online can be used both online and in-store. 

Do you have any jobs available?
Please see in-store for details or email hr@mollybrowns.co.uk.