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 you 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
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 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.  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 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 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
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

We ship via registered Australian Post unless otherwise stated and all orders are fully insured, this is the most cost effective way of sending your gown.
Shipping will not be included in your shopping cart as each order is determined by weight and your delivery postcode.
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).
We can also ship to almost any country internationally, these orders are sent via Airmail Post and are fully insured.

REFUND/RETURNS POLICY

If for any reason you default on your gown 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 cannot refund and monies 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. 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. 

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 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.