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PAYMENT
We
accept payment via Credit Card (Visa & Mastercard only), Paypal or
Direct Deposit. Payment must be made at time of
purchase.
Please
note that your order will not be processed until payment is made. All
gowns/dresses and other items are all made to
order.
WEBSITE
Our
site operates 24 hours, 7 days a week.
PRODUCTION
TIME
Bridal
Gowns from our website catalogue generally take 12 weeks (custom designed gowns
generally take up to 14 weeks) to be made, however please note that this is just
a guide, we cannot guarantee a delivery date due to conditions out of control
such as manufacturing delays, shipping
delays etc.
Bridesmaids and some Evening Dresses are usually
quicker than this which is generally 8 weeks.
However please note
that this is to be used as a guide only, we
highly recommend that you allow yourself ample time before your special
occasion, this is less stressful for everyone involved!.
Most
of our customers order their wedding gown 4-6 months in advance. Sometimes
delays may occur due to conditions out of our control such as manufacturing
delays, shipping company turn around times etc. We
highly recommend that you allow ample time before your special
occassion.
We
can never guarantee a delivery time.
DELIVERY
TIMES AFTER DRESS IS COMPLETED
Domestic
Deliveries
- This will depend on your state and postcode, all dresses are shipped from our
Sydney Warehouse, please contact us to check on your delivery time. For
example delivery to Sydney Metro is approximately 1-2 business days where as
delivery to WA is approximately 5-7 business days. If you have selected
express post please make sure that your postcode is within the next day network,
if it is not within the network the parcel will take longer to get to
you. Please
note that once an order has left our premises Dress of Your Dreams cannot be
held responsible by delays caused by Australia Post or any other carrier, as
these are conditions out of our control.
You
must plan ahead to make sure that you have not left it too late or cut it it too
fine before your event. This includes registered post or express post
etc.
If
you have not received your order in a timely manner once you have
received confirmation from us that your order has been dispatched,
please contact us immediately and we will launch an investigation with the
appropriate carrier.
All Australian orders are insured.
CONTACTING
CUSTOMERS DURING PRODUCTION
Due
to the large volume of customers and dresses we are unable to contact every
customer during the production of their dress, however you are more than
welcome to contact us at any time to ask how your dress is progressing, simply
send us an email or call us during business hours. We will however let you know
when your dress is finished.
GOWN
EMBELLISHMENTS
From
time to time you may receive a dress that has an embellishment such as a
brooch/beading pattern or lace that is different to what is pictured on our
site, this is due to the supplies that our manufacturer may have at the time of
your gown production. The embellishment will be matched as closely to the
original as possible, this may also apply to some materials, beads etc. All
dresses are custom made to order they are not mass
produced.
ALL
DRESSES ARE CUSTOM MADE TO ORDER
All
of our gowns are custom made to order. This means that they are not mass
produced and each gown is unique. Although our manufacturer uses the same
pattern for each gown there may be slight variations from gown to gown such as
beadwork, embellishments, lace patterns etc, this is due to the manufacturers
supplies at the time, slight variations do not warrant a return or
refund.
FABRIC
COLOUR
The
colour samples are to be used as a guide only. Each fabric roll may be
slightly different as each dye batch roll can change.
If you are ordering bridesmaids dresses we highly recommend that you order them
at the same time to avoid a difference in colour. If you order one dress
and then the rest at a later date we cannot guarantee the colour.
Please note that if you an unsure about colour we highly recommend that you
request a colour sample before ordering. Samples are not send out unless
requested by the customer.Please also note that different fabrics will have
different shades of colour, for example the light champagne satin will be
different to light champagne taffeta, it is very important that when you order
samples that you let us know what dress you are looking at, we cannot be
responsible if you have the incorrect fabric for your dress and assume that it
will be made in this colour.
SHIPPING
Domestic
Shipping within Australia -
We usually ship via registered Australian Post or express post unless otherwise
stated and all orders are fully insured,
this is the most cost effective way
of sending your gown/dress. As a guide most bridal gowns are between $20-$50,
Bridesmaids Dresses and Flower Girls are between $15-$20, (express post can also
be chosen, additional charges will apply).
International
Shipping,
Dress
of Your Dreams currently sends dresses to the United States, Canada, New
Zealand, Asia and Europe.
All dresses are sent via EMS. Most parcels
take 3-7 business days to be delivered depening on the country.
All
parcels are insured unless the customer has opted for no insurance cover, we
highly recommend that you choose the insurance option.
If you do not receive
your parcel within the estimated delivery time then please track your parcel
status according to the tracking number that we have provided you. If the
parcel has not reached you within the estimated delivery time then please
contact us to let us know so that we can launch an investigation through
Australia Post, you can also contact the local EMS company in your city or your
local post office to gather more information.
If for any reason your
parcel is lost or damaged during international shipping please contact us
immediately. Dress of Your Dreams sends all of their International
packages via EMS which are fully insured unless the customer chooses
not to have insurance. Once we have received confirmation from
Australia Post/EMS that this is the case, you will then be refunded for the
purchase price (unless you have not selected insurance cover).
Please note
that Dress of Your Dreams is not responsible in the case that confiscation by
customs has occured due to violation of the import/export law in that
country. There
is no compensation for this.
You must check with your local customs before you purchase from Dress of Your
Dreams to ensure that there are no exclusions or stipulations on having a dress
delivered to your country. Please note that there may also be duties
payable on your parcel, all payable duties are the responsibilty of the
customer.
REFUND/RETURNS
POLICY
If
for any reason you default/cancel your order during or after production 50%
of the purchase price will not be refundable, there are no exceptions, once
production has begun we are unable to cancel it with our manufacturer.
Dress
of Your Dreams stands behind the quality of their gowns. All gowns are
checked for any manufacturing faults when leaving our premises. If you are not
completely satisfied with the work of your gown you need to notify us by email
as soon as possible (within 24 hours) and return the gown to us within 2-4
working days so that we can check it. Please note that we are exclusively online
and do not have a retail store so all dresses must be sent back to us. Also
please note that we cannot refund any monies or do any alterations to
the dress until we are able to determine that we are at fault.
The
return policy only applies under the following conditions:
1.
You must notify us in writing (email) within 24 hrs of receipt of your gown to
request a refund. We will then provide you with a return confirmation number and
form to be completed by you. The gown/s must be shipped back to us within
2-4 business days from the date it was delivered to you. All shipping costs in
the return of the gown including insurance are the responsibility of the
customer. Under special conditions we may grant additional time but this
will be via prior approval. After this period the gown will not be accepted for
a return.
2.
The gown must be returned in the same condition that it was in when received.
Dress of Your Dreams will inspect the gown on its return, we will check that the
tags are still attached and that there are no marks or smells such as
cigarette smoke on the gown, if all is satisfactory we will then credit the
customer the appropriate amount of the refund (or make any appropriate
alterations). We will make every effort to do this within 48-72 hours
after the gown has passed our inspection.
Our
return policy is tightly controlled in order to maintain the quality and
integrity of our gowns.
When a customer receives their gown we request
that they immediately try on the gown and make all inspections as soon as
possible.
Returns
only apply to the following
1. A manufacturing fault, please note that images
are taken of your gown/dress before leaving our premises so we have a full
record.
2. Wrong Colour received - please note that this does not apply if
you have selected a colour from a sample that you have received and the
colour is slightly lighter or darker, each dye batch can vary in shades.
3.
Wrong Standard Size received, eg you have ordered a size 14 and you have
received a 12, this does no apply if you have chosen the wrong standard
size.
This
does not apply if you have simply selected the incorrect size and the gown
does not fit you. Please note: If you have selected a standard size and it does
not fit you your gown is non refundable, there are no exceptions, it is your
responsibility to ensure that you have picked the correct size. Details on how
to work out your size can be found on our site. (http://www.dressofyourdreams.com/webcontent5.htm)
4.
Made to Measure gowns - only if the manufacturer has not made the gown to the
specific measurements that you have provided.
If
a refund is to be made, the payment will be made within 48-72 hours upon receipt
of your dress. The refund only applies to the purchase cost of the dress,
it does not include shipping costs.
STANDARD SIZING
To work out your size
please refer to our size chart on our site. (http://www.dressofyourdreams.com/webcontent5.htm)
You
will need to measure your bust, waist and hips and then compare them to our
size chart, if you are in between sizes please choose the larger size.
Our
manufacturers use a different sizing method to your regular clothes size so it
is really important to select the correct size.
It is more than likely that
alterations will still need to be done when you receive the gown as it may not
fit you exactly.
We do not do alterations, you will need to take your gown to
a professional to have it altered (this does not apply to made to measure
gowns).
We do not charge extra for plus sizes, however if you require a size
over AUS30 a custom fee of $50 will apply.
PLEASE
NOTE:
We will confirm all of your gown details with you before processing your
order. Once we have confirmed all of your details and production of your
gown has begun we cannot make any changes to your gown so please choose very
carefully. If you cancel your order once the gown is under production you will
default 50% of the purchase price.
MADE
TO MEASURE GOWN
VERY
IMPORTANT!
There
are no returns/refunds on made to measure gowns unless our manufacturer has not
made the dress to the measurements that you have provided.
We
highly recommend that you have your measurements taken by a professional
dressmaker or seamstress, so that your measurements are exact. This will avoid
any disappointment of a gown not fitting you properly.
It
will be your responsibility to provide us with the correct measurements as these
will be used to manufacture your gown.
Please
note - Gowns that are made from the wrong measurements supplied by you cannot be
returned or refunded.
If
you believe that your gown has not been made to the measurements that you have
provided you will need to send the dress back to us for an inspection so that we
can determine if there is a sizing problem. If we find that an error has
been made on our part we are happy to have the dress altered for you, you must
however leave enough time before your special ocassion for us to do so,
alterations can take up to 28 days.
SPECIAL
CIRCUMSTANCES FOR MADE TO MEASURE
If
a customer receives a gown that they believe has not been made to the
correct measurements supplied, the gown must be returned to our office to be
rechecked. If we find that the dress has not been made to the exact
measurements provided and if time permits a new gown will be
made. If the customer does not have enough time for a new gown to be made
before their wedding date and the measurements have been re-checked by Dress of
Your Dreams, the cost of alterations will be reimbursed at an
amount not exceeding $150. To
enable this payment to be made a tax receipt/invoice from a registered
business must be provided by the customer, alternatively you can return the
dress for a full refund.
CUSTOM
CREATED GOWNS
IMPORTANT - Whilst we will make every effort to match your custom
bridal gown or dress to your photo or sketch we cannot guarantee that they will
be absolutely identical. This is due to variations in fabrics, unclear photos
and some copyright restrictions. Your dress will still be made to the same high
standard as our regular gowns. If you are providing measurements, we highly
recommend that you get measured by a professional dressmaker or seamstress. This
will avoid the disappointment of an ill fitting dress due to incorrect
measurements. Please note that
there are no returns for custom gowns unless there is a manufacturing fault or
the dress has not been made to the exact measurements that you have
provided.
CARE
OF YOUR GOWN ONCE YOU HAVE RECEIVED IT
Please note it is the responsibility of the customer to inspect their
gown once they have received it.
Any problems, faults or concerns should be brought to our attention
immediately so a solution can be offered.
Please be aware that due to the
delicate and intricate work on some of our gowns special care needs to be taken
whilst handling them, such as storing gowns laying flat in the garment bag
supplied so that there is no tension marks created by coat hangers and alike,
this problem is more likely to occur with our larger/heavier gowns. Gowns that have pleats or ruching can
start to droop if they are hanging for too long, this is not considered as a
manufacturing fault and no warranty will be entertained for such claims.
All of our beadwork is hand sewn and
not done by machine which will need extra care. When trying on your gown, it is a good
idea to remove all jewellery such as rings and bracelets as these quite often
catch on the beadwork and can take whole strands out. This also applies to some soft fabrics
such as satin charmeuse as you can easily put a run in it with a ring etc.
Please note as a safe guard we inspect all gowns three times, twice during
the manufacturing process and again at the point of dispatch. High resolution images are taken and
stored with your file, this is to protect both the customer and ourselves in the
event that the gown becomes damaged in transit, and also provides proof that
your gown was sent to you with no faults.
Further care: Environmental exposure – gowns should be
stored in a cool dry place away from direct sunlight this will prevent the
chance of sunbleaching or mould growth on the gown. Garments should also be allowed to
breathe, our garment bags are breathable and allow air to circulate around the
gown.
Unfortunately we have had situations in the past where customers have
tried to send back their gown weeks and months later claiming that there is some
type of fault, we suspect that some customers are doing this simply to get their
money back after they have worn the gown to their event. In some cases we have had gowns sent
back to us that have been wilfully damaged, this is not only unfair it is also
illegal. In order to stop this
practice we have in place safe guards so that this can no longer happen, one of
these safe guards is all claims against faults of any kind must be brought to
the attention of Dress of Your Dreams within 24 hours of receiving your
gown.
We apologise to the 99% of our customers who do the right thing and we
are more than happy to help with any concern that you may have after you have
received your gown.
COMPLAINTS
We
are happy to discuss any complaints that you may have, however please note
that we will not tolerate any abusive language or threats from any customer, all
complaints are handled in a civil manner as we are here to help all of our
customers. If a customer does not comply to these conditions all
communication will cease immediately.
PRICING
POLICY
Prices
are subject to change without notice.
LIABILITY
Dress
of Your Dreams can only be held liable to a maximum monetary value capped at the
amount of monies paid by the customer in the rare event that for any reason an
order does not reach the customer by their event date. If Dress of Your
Dreams is at fault for products not reaching customers by their event date, a
full refund of all monies paid including postage will be offered, no further
compensation will be entertained.
CLEARANCE/SALE
ITEMS
There
are strictly no returns or refunds on gowns in the "Clearance or Sale"
section of our website.
These gowns are sold as is, any defects if any are
part of the dresses being sold at a discounted rate.
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