Policy

Made to Order Bridal

As your dress is made especially for you to your dress size range and height, we are unable to offer returns or exchanges. All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. In the unlikely circumstance your dress does not fit you, you must contact [email protected] within 7 days of receiving your order.  

We highly recommend you try your dress on as soon as you receive it. If for any reason there is a manufacturing fault, postage will be covered by GLL, however if you have lost or gained weight, postage and alteration costs will be on charged to the customer. You will need to provide updated measurements and images for our production team before the dress is returned. Any dresses being returned to GLL must be returned in the original packaging.

 

Ready to Wear Bridal

You may exchange your GLL ready-to-wear purchase subject to adherence to these terms. For hygiene purposes, this does not apply to earrings and lingerie. 

Exchanges are accepted within 7 days of you receiving your garment. You must contact our Customer Service team ([email protected]) to arrange for your item to be returned. Once confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas. 

Items must be in original condition free of makeup, marks and stains, and must not have been worn, altered or washed. Any tags must remain in place. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified timeframe. Please try on the gown after a shower to avoid contact with moisturiser, deodorant or makeup. Additionally, please try on your gown on clean, carpeted or tiled flooring. 

All items will undergo further quality control upon return. Exchanges are only available after the items have passed quality control. If for any reason your item does not pass QC, Customer Service will contact you with your options. 

In the event of a manufacturing fault, return postage will be paid by GLL. However, in the event of a change of mind, you will be liable for any additional postage to return your item and the purchase of the new.   

 

In-store Exchanges 

Off the rack purchases from our Soho boutique are eligible for in-store exchange (depending on stock availability) or a store credit. Exchanges are only accepted within 7 days of purchase, and the garment must be in the original condition free of makeup, marks and stains, and must not have been worn, altered or washed, with all tags in place. If you purchase a Made-to-Order gown from our Soho boutique and the sizing is incorrect or there is a manufacturing fault, you are required to contact our specialist Made-to-Order Customer Service team based in Australia within 7 days of receiving your order.

 

Lingerie & Jewellery 

To protect your health and the health of others, we do not accept returns or refunds for change of mind on purchases of underwear, bodysuits and pierced earrings. Please refer to our sizing chart for sizing recommendations or contact one of our Stylists ([email protected]) for advice before ordering these items. If for any reason your order is faulty, please contact our Customer Service team ([email protected]) with images of the fault to arrange a repair, exchange or credit note.

Grace Loves Lace X Natalie Marie Jewellery is entirely handmade and therefore will always have slight variations between pieces. Each piece should be handled and worn with care, normal wear and tear is not considered a fault. Should a piece require resizing, please contact Customer Service ([email protected]). If the size is at your fault, you will be responsible for return postage, resizing fees, and redelivery charges. Fees are determined on a case by case basis depending on the piece. Please ensure you are professionally measured prior to confirming your order.

Shoes

Please try on shoes on a soft surface before they are worn. We will not accept shoes that are damaged or that show signs of wear.

 

Alterations

If you have any concerns upon receiving your gown, please contact Customer Service ([email protected]) within 7 days of receiving your gown and our team will access your unique situation. Unfortunately, if your measurements change from what you confirm with Customer Service at lock in date, you will be liable for any alteration fees incurred. If you decide to go to a third party seamstress for any alterations to your gown, you will be liable for these costs. GLL are more than happy to offer advice if you choose to consult a third-party seamstress.

In the unlikely event of a manufacturing fault, please contact Customer Service. Upon assessment from our team, if a manufacturing fault is found, all costs will be paid by GLL including shipping.  If you decide not to send your dress back to GLL for any reason, GLL will no longer be liable.