Returns and Refunds
We are committed to providing you with a top quality service at all times
and we will do everything we can to ensure you are satisfied with our service.
Wedding and Bridesmaid Dresses
Deposits cover the cost of raw materials and are non-refundable, however if you cancel your order before production begins, you will receive a refund of your deposit.
Errors in the order
If the dress does not match the design instructions outlined in your design brief, we will either cover the cost of alterations or offer you a refund.
Please contact us within 3 days of receiving your dress to report the issue and we will discuss your options. The dress must be returned in its original condition – unworn and with no makeup marks – for any refund to be made.
Faults in the fabric or construction
Our quality guarantee means that we offer a refund, or pay the cost to fix it, if your wedding dress has a fault in the construction of the dress. A fault means there is a manufacturing error – a seam is not stitched properly, there are rips in the fabric, or similar.
Please contact us within 3 days of receiving your dress to report the fault.
Please note that we run a quality control process which means that we pick up faults before we send you the dress. We will not intentionally send you a faulty dress, we will get in touch to advise you of any problem we find and offer you a choice of solutions depending on the nature of the fault.
We do not accept responsibility for accidents that happen after you receive the wedding dress.
Errors in the size/fit
We make each dress according to the measurements you provide to us. It is your responsibility to ensure you provide correct measurements (following our instructions), so please take care when doing your measurements.
If you find that you’ve lost weight or there’s a small discrepancy in the fit, you can get your dress altered at a local alterations place, at your own cost.
If you have made a major mistake in your measurements that cannot be fixed with an alteration, please get in touch to discuss your options.
If you decide to return your dress, the terms are the same as ‘changing your mind’ – see below.
Changing your mind
All our dresses are made to order and therefore, made specifically for you.
We understand that your wedding dress is special and it’s important to love your choice. We will offer you a partial refund if you decide to return your wedding dress unworn and in its original condition (no damage or make-up marks).
We will refund 40% if you choose to return your dress. Returns must be posted within two weeks of your dress being delivered. Postage is at your own expense. Please contact us for the return address and details of how the refund will be made.
We take care to package our dresses properly for delivery with Australia Post. In the unlikely event that your wedding dress arrives and was damaged through rough handling please contact us immediately to report the issue. We will need to provide photo evidence of the damage to Australia Post.
We will discuss your choice of options with you, depending on the extent of the damage and the amount of time available before your wedding.
We will refund products purchased from our shop when they are returned in the original unopened packaging. No returns accepted for underwear items (due to hygiene regulations) or packaging that has been tampered with. If there is a fault with the product you may return it for a replacement or refund.