As a small business with made-to-order products I do have a strict returns policy.
If you have any concerns prior to ordering, no matter how small, I am here to help and ensure you are ordering the best possible product to suit your requirements.
I advise all customers to choose your gown, colour and sizing carefully as I cannot offer returns or refunds on any made-to-order products. I cannot issue refunds due to change of mind. Computer screens may show colours differently and I have done my best to accurately show the colours. Please be aware that photographers often use filters and editing so colours can differ slightly to what is pictured. I use photos in my listings that most accurately represnt the colours offered. There is a listing where you can order samples of my fabrics which are shipped for free.
Returns/Exchange Policy due to faulty product:
Please make contact within 3 days of receiving your shipment, if I approve your return/exchange, your item MUST BE POSTED BACK WITHIN 3 BUSINESS DAYS of receiving your item. You must provide a tracking number of your return shipment, and keep a post office lodgement receipt in case it goes missing. The buyer is responsible to pay return shipping.
I inspect all returned items very carefully and if there is any hint that the item has been used, I will not be issuing a refund or exchange. Once the gown has been worn and photographed no refund or replacement can be issued, so I advise all customers to check your order once you receive it. I have a thorough quality control check prior to dispatch.
Any refunds agreed upon will be processed within 14 days of receival of your return.
If you have requested a custom-made product where the design differs far from the designs or materials I already have on offer, I will communicate with you until all parties are agreed on the style and materials used. The process may take longer than the usual turnaround to allow for the sourcing of required samples and materials. I cannot be held responsible for differences in artistic vision if the time is not allowed to get the design right.
Policy on Australia Post Missing/Delayed Items
I use Australia Post and from time to time items do go missing or take longer than expected. You will be provided with a tracking number so you can follow your item's journey. You have the option to purchase extra cover in case something goes missing which I recommend especially during peak periods such as Christmas, as I cannot be held responsible for your item once it has been dispatched. I will not be issuing replacement items for items that have gone missing in the post- extra cover will cover a replacement or refund if something is lost.
Please note I am located in a regional area which is outside of the usual express network. The dispatch postcode is 6285 so please check on the Australia Post website to see how long it will take to get to you. Generally express is 2-3 working days and regular shipping is up to 10 working days. Please take this into account on top of the turnaround time to have your gown produced.
I am more than willing to help with any returns and postage related queries- please contact me to be completely sure as I want you to have a smooth and worry-free shopping experience.