fbpx Click

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.

We reserve the right to extend production time for any appropriate reason. This may include unforeseeable circumstances out of our control, such as fabric shortages, COVID cases, and courier delays.

You must pay the final installment on your dress before we ship it to you. This is our process and we ask you to respect this process.

 

Errors in the order

Unfortunately mistakes can happen. When we create a fully customised wedding dress, we are unable to produce multiple samples, therefore in rare cases something may need to be altered or changed with your dress. Depending on what is required we will a) resolve the issue with your current dress through either us, Ziva Wedding Dresses or a local alteration specialist close to you for convenience OR will create a brand new dress for you. 

This will be a case by case matter, with a resolution considered based on the issue. 

Please contact us within 2 days of receiving your dress to report the issue.

Faults in the fabric or construction

Our quality guarantee means that we will pay the cost to repair it if your wedding dress has a fault in the construction of the dress. A fault means there is a manufacturing error. If there is a fault, you will be sent a form to fill in with the faults so that we can fully understand what the issue is. 

Please contact us within 2 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 (as per errors in the order). 

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 size/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. We can guarantee that we create dresses exactly to the measurements you provide us. We suggest that you take photos of your measurements and send these to us, so that we can ensure you have taken them correctly. If you would prefer to use your average dress size, we will accept this, however keep in mind your dress may still need have alterations to fit your body correctly. 

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 or with one of our recommended tailors, at your own cost. All alterations are at your own cost. Please put aside an additional budget for alterations in case they are required. It is recommended to plan on having a final fitting to ensure your dress fits you perfectly. 

If you have made a major mistake in your measurements that cannot be fixed with an alteration specialist, please get in touch to discuss your options. We do not refund if there is any type of error in the size or fit {no exceptions}.

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, however we are unable to take responsibility for change of mind. Custom made dresses are unable to be resold like other retail stores.  

Damaged delivery

We take care to package our dresses properly for delivery with Australia Post OR DHL. 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 the carrier.

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.

SALE items

Sale items are not entitled to a refund as they are marked at final price. 

 

If you have any questions about our refunds or returns policy please