How it works
No need to arrange postage yourself. Order online and we’ll send the packing and DPD instructions for your service. Standard orders use a DPD Pickup shop with a QR code or printable label supplied by Re:Finery, so you do not need to buy postage. Higher-value services may use DPD collection with Extended Liability where applicable, and separate Goods in Trust protection applies while items are with Re:Finery, subject to the relevant terms and limits.
1
Order online
Choose your service and pay securely. Every price is fixed, and the collection, DPD Pickup shop or Altrincham studio options available for your order are shown clearly at checkout. Tell us anything we should know in the order notes: that red wine mark, the loose bead, the previous repair. It all goes on your order and our team reads every word.
2
Pack and send
Your order confirmation includes the packing and delivery instructions for your service. Standard orders using a DPD Pickup shop receive a DPD return QR code or printable label from Re:Finery, so you do not need to buy postage. Higher-value or specialist orders may use DPD collection with Extended Liability where applicable, or you can use the Altrincham studio where that option is available.
3
We clean, photograph and check
Every item is photographed from all angles the moment it arrives — your condition record. Then it’s inspected by hand. If we find anything that needs your decision before we proceed, we email you first, always. Then: specialist cleaning, finishing, and a final quality check with after photos.
4
Returned to your door
Once your item passes quality control, it is carefully repacked and returned by tracked courier. You will receive an email with tracking as soon as it is dispatched. Cleaning turnaround for standard services is typically 7–10 working days from receipt at Re:Finery to dispatch back to you. Wedding dress cleaning turnaround is normally 10–15 working days from receipt and acceptance for treatment to dispatch back to you. Courier transit time is additional. If we need your approval before proceeding, the turnaround clock pauses until we hear from you. Working days exclude weekends and UK bank holidays.
How to pack your items
Good packing protects your items on their way to us, and you are responsible for packing them securely in accordance with our instructions. Re:Finery handles the return packing. Transport protection depends on the delivery method selected and is explained in our Terms and Conditions.
Trainers
- Knock off any loose dry dirt outside first — no need to scrub
- Keep the laces in; we clean them separately
- Wrap each shoe (paper or a bag) so pairs can't rub or transfer dye in transit
- Use a sturdy box — the shoes' own box inside a postal box is perfect
- Pop a note inside with your order number
Wedding dresses
- Wait for the Wedding Dress packing kit supplied by Re:Finery, which includes the appropriate gown transit box, acid-free tissue and packing instructions. If your order contains two wedding dresses, follow the packing and collection instructions supplied for each dress.
- Follow the supplied packing instructions and fold the gown loosely using the acid-free tissue provided.
- Do not use the original garment bag as the outer transit packaging — use the gown transit box supplied by Re:Finery.
- Veils and accessories: wrap separately in tissue, place on top
- Pop a note inside with your order number
Not sure about something? Email a photo to info@re-finery.co.uk before you send — we’ll tell you exactly how to pack it.
While it's with us
You'll hear from us
An email when your parcel arrives, an email if anything needs your decision, and an email with tracking the moment it’s heading home. No chasing, no wondering.
Protection throughout the journey
Higher-value and certain specialist services may use DPD collection with Extended Liability matched to the declared or selected value, up to £5,000 and subject to DPD’s terms, exclusions and evidence requirements. Eligible standard orders can use a DPD Pickup shop with a QR code or printable label supplied by Re:Finery and are covered by the Re:Finery Transit Guarantee up to £500, subject to our Terms. Standard services may also offer a £15 DPD collection upgrade with Extended Liability where applicable. While items are checked in with Re:Finery, separate Goods in Trust protection applies subject to the policy’s terms and limits.
Nothing without your say-so
If our inspection finds a risk — a fragile trim, a stubborn stain, a care label with opinions — we photograph it and ask you how to proceed. Your items, your call.