Policy

Custom Made Bridal

As your dress is made especially for you, to your dress size and height, we are unable to offer returns or exchanges.  All our items undergo high-grade professional quality control to ensure fabrics and manufacturing is of the highest standard.  In the unlikely circumstance of a manufacturing fault, items can be returned for a replacement or repair, in this case you must contact customerservice@graceloveslace.com.au within 7 days of receipt of the item, and returned to us within 14 days if located in Australia and 21 days for overseas customers.   

Postage will be paid by GLL in the event of a manufacturing fault, however for any alterations, freight cost will be on-charged to the customer.  Any dresses being returned must be returned in the original packaging.

Ready to Wear 

You may exchange your GLL ready to wear purchase for any reason, 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 customerservice@graceloveslace.com.au to arrange 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 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 are able to exchange items within our specified timeframe. 

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

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 (stylists@graceloveslace.com.au) for advice before ordering these items. If for any reason your order arrives arrives faulty, please contact our Customer Service team (customerservice@graceloveslace.com.au) 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 (customerservice@graceloveslace.com.au). 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 for any reason there is a fault with your dress, we are happy to arrange a courier for the dress to be sent back to us for full assessment. If you choose to have your dress altered by a party other than Grace Loves Lace, you will be liable for this cost.

If upon receiving your GLL gown you are not happy with the fit, we welcome you to contact our customer service team before making any alterations (customerservice@graceloveslace.com.au). If you choose to not return your gown to us to be accessed, you are liable for any alterations costs.