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COVID-19 Update (5th January 2021)

In accordance with the UK Government’s Lockdown-3 announcement in England on 4th January 2021, our retail shop is now temporarily closed until further notice to protect the NHS and to help safeguard our communities, visitors & staff.

Appointments for mid-February onwards may be made in advance using our Online Appointment Booking System. If we are required to remain closed in February/March and your appointment cannot go ahead, we will contact you to arrange a new date. Please see our Appointments news item below for further details on booking and attending an appointment.

If you have any questions regarding future appointments, please contact us by e-mail:

In the meantime, we appreciate your patience & understanding during these difficult & uncertain times and, most importantly, stay safe & well.

COVID-19 Procedures (last updated 20th December 2020)

We take the health & safety of our customers & staff very seriously and are doing everything possible to ensure this, both before and during your visit, whilst maintaining our high level of customer service and satisfaction.

As we do not have blocks of fitting rooms like the larger retail stores, our fitting rooms will be open. Toilet and hand-washing facilities will also be available.

The following procedures, which will be enforced throughout our shop for everyone’s safety and comfort, are designed to ensure we operate & maintain a COVID-19 Secure environment and are aligned with Tier 3 local restrictions in England. Please note that from Sunday 20th December 2020 our shop is in a Tier 4 area (Stay At Home) of local restrictions in England and is therefore temporarily closed until further notice.

Our Online Appointment Booking System, which we have developed in response to the COVID-19 pandemic, is a key tool in helping us to achieve this by ensuring that only one customer at a time is present and being served in our shop, which is especially important for those customers who need to follow stricter guidelines and/or are in the vulnerable category.

You will therefore enjoy a Personal Shopping experience by having exclusive use of our shop, supported by an experienced personal assistant to guide and assist you from a safe distance.

You may bring with you a maximum of 2 guests (the maximum is non-negotiable), each of whom must be aged 16 or over, although the UK Government in England encourage you to shop alone where possible.

In line with UK Government guidance for England, any guests that do accompany you must be part of your household or support bubble. Where a guest does accompany you, we are happy for them to assist you in/out of outfits if this is your preference.

We understand and appreciate that you may wish to show other family and friends the outfits you try on. For those who do not accompany you, we have free Wi-Fi available so you can use Facetime, WhatsApp, Zoom, social media, etc. to show them the outfits on your short-list.

We will use different fitting rooms throughout the day in order to minimise re-use.

Unfortunately, we are no longer able to provide shoes for you to wear in the fitting area – please bring suitable shoes with you.

Upon entry to our shop, you / your guests will be given a personal hand towel and asked to wash & sanitise your hands. Our staff can provide additional hand gel/sanitiser during your time with us if required.

We have positioned floor markings to assist you / your guests maintain a social distance from our staff as far as is practical.

Our staff will wear their own face coverings/visors throughout the time they are serving you.

You are required by the UK Government to wear a face covering when inside a shop in England. Disposable masks and gloves are available for those customers who do not have their own.

We respectfully request that you / your guests refrain from handling outfits until you wish to try them on, unless you / your guests are wearing gloves that have been sanitised.

UK Government guidance for England prohibits us from serving you / your guests with beverages, biscuits, etc. during your visit, although bottled water will be available upon request.

After each appointment we allow a further ½ hour to clean and disinfect:
– the washroom/WC
– the fitting room that has just been used
– all door handles, rails and surfaces that customers come into contact with (including the credit/debit card terminal)

In addition, we will steam any outfits that have been tried on prior to returning them to the shop floor.

We will review these procedures regularly to ensure they remain aligned with the UK Government’s COVID-19 Secure guidance for England.


Booking an Appointment

To book an appointment, simply click here, or when browsing our website use the button at the top of each page or next to the price of a particular outfit you are interested in.

All appointments are of 1½ hours duration, which will be strictly enforced to ensure that there is only one customer at a time in our shop. The only exception to this would be where the following appointment slot has not been taken, otherwise you would need to make a second follow-up appointment should you require further time to make a decision/purchase.

Due to the limited number of appointment slots, you may only have one appointment active in our booking system at a time.

We will telephone you ahead of your appointment to discuss your requirements.

Having made an appointment, if you or any of your guests subsequently feel unwell or show signs of COVID-19 (a high temperature; a new, continuous cough; a loss of, or change to, your sense of smell or taste), please CANCEL your appointment immediately (using the link in the e-mail that confirmed your appointment) and look to re-book with us at a later date.

On Appointment Day

If you are running late for your appointment, please telephone us on 01628 528877 to let us know and we will try our best to accommodate you.

Note that we may not be able to welcome you / your guests into our shop until your appointment time.

Upon entry to our shop, you / your guests will be given a personal hand towel and asked to wash & sanitise your hands.

Please be mindful of the floor markings, which are there to assist you / your guests maintain social distancing from our staff as far as is practical.

At this time, we will NOT be accepting cash. Payment may be made using a credit/debit card. Please note that we do NOT accept American Express cards.

Despite the new procedures, please rest assured that we will continue to make your visit to No. 25 of Bourne End an enjoyable experience.

We appreciate your patience and understanding whilst we operate within the COVID-19 Secure guidelines. If you have any questions or concerns, please do not hesitate to contact us.

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