Refunds, Returns and Exchanges Policy

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 am always available to help you choose your product so please get in touch prior to placing your order if you are unsure of anything. 

If you have ordered an item without reading the product description carefully and I have agreed to refund you before I have started making the product, there will be a $5 administration fee taken from your refund as I do not get refunded for the banking and administration costs associated with the transaction.

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. I use photos in my listings that most accurately represent the colours offered. If you would like to see fabric samples prior to ordering please get in touch and I will happily send these to you. 

Returns/Exchange Policy due to faulty product:
Please make contact within 3 days of receiving your shipment, and if I approve your return/exchange, your item MUST BE POSTED BACK WITHIN 3 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 (Please do not lodge in street posting boxes).

I inspect all returned items very carefully- if 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 upon receival of your returned item/s. 

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. There is an option at checkout to purchase shipping with insurance- I won't be able to refund or replace items that have gone missing in the mail if you have not purchased shipping insurance. Generally, express parcels go missing less frequently than parcel post. 

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.