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Our Policy
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.
If
you need your dress by a specific date we recommend that you choose
our rush service http://www.dressofyourdreams.com/category31_1.htm
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. As all of our dresses are custom made to
order and not mass produced this can sometimes occur. 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.
CHANGING AN ORIGINAL STYLE OF ONE OF OUR CATALOGUE
DRESSES
We do allow changes to be made to our
catalogue dresses, however please note that once a change is made,
such as changing a neckline or sleeves this can alter the way that
the dress will look to the original pictures. If a change is
to be made customers do need to be very specific such as sending a
sketch or picture through, do not assume that it will just be made
to how you think it will look.
ALL DRESSES ARE
CUSTOM MADE TO ORDER
All of our gowns are custom
made to order and are produced overseas. 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.
MANUFACTURING OF OUR
DRESSES
All of our dresses are manufactured
overseas, mainly is Asia, by purchasing direct from our
overseas manufacturers we are able to pass the savings
directly
onto our customers. It is simply not feasible to have the
dresses made here, this would not allow us to be able to sell
them at discounted prices. Our dresses are of top quality and
our dressmakers are highly skilled, we only use the best fabrics and
have been using our manufacturers for the past 10
years.
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
PLEASE NOTE DRESS OF YOUR
DREAMS IS EXCLUSIVELY ONLINE THEREFORE THERE IS NO PICKUP
AVAILABLE. WE DO NOT HAVE A RETAIL
STORE. |
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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 as all dresses are custom made to order.
Dress of Your Dreams
stands behind the quality of their gowns. All gowns are
checked for any manufacturing faults when leaving our premises
however 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
our PO Box provided. 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
to our PO Box address, 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). Please note that if a refund is approved you
will be refunded for the amount of the gown/dress only, the refund
excludes shipping. All
shipping costs in the return of the gown including insurance are the
responsibility of the customer. Refunds take up to 14 business days
to be processed.
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 14 business days 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
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