Returns & Exchanges

Bridal Gowns

Made To Order Standard

A refund is available within 7 days of ordering your Made to Order Standard wedding gown. As your gown is made especially for you to your standard dress size, we are unable to offer returns of exchanges.

If you cancel your order between 8-30 days from purchasing your gown, the cancellation fee will be $500AUD. This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order.
After 30 days you will be unable to cancel you order.
In the unlikely event of manufacturing fault, please contact our Customer Experience team (cx@graceloveslace.com) within 7 days of receiving your order. Please provide updated measurements and images for our production team before the gown is returned.

Made To Order Customised

As your gown is made especially for you to your gown size ranges and height, we are unable to offer returns or exchanges.

Please ensure your measurements are correct prior to your lock in date. We do not take responsibility for any adjustments or alterations needed to be made on your gown.
In the unlikely circumstance you have concerns regarding the fit of your gown, you must contact our Customer Experience team (cx@graceloveslace.com) within 7 days of receiving your order.
Should you wish to change your gown or wedding date, you are able to do so prior to your lock-in date; you will need to pay any difference in price, or should the selected gown be a lower price the balance will be provided in the form of a credit note. You may be subject to additional Priority Fees.
If you cancel your order within 30 days of purchasing your Made to Order Customised gown, the cancellation fee will be $300AUD.

If you cancel between 31 days, and your lock in date the cancellation fee is $500AUD. If your lock in date falls before either of these dates then that is your last day you can cancel. This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. Once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production.
For Priority Made to Order Customised gowns, once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production. You will not be subject to any refund.

Ready To Wear

An exchange or credit note is available within 7 days of you receiving your Ready to Wear item.

Once your return has been confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas.
Items must be returned in original condition (free of makeup, marks and stains), and must not have been worn, altered or washed, with any tags remaining in place.
Return shipping costs will be the responsibility of the bride along with any additional costs incurred.
In the unlikely event of manufacturing fault, please contact our Customer Experience team (cx@graceloveslace.com).

Pre Order Gowns

An exchange or credit note is available within 7 days of you receiving your Pre Order Ready to Wear gown.

Once your return has been confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas.
Items must be returned in original condition (free of makeup, marks and stains), and must not have been worn, altered or washed, with any tags remaining in place.
In the event of manufacturing fault, please contact our Customer Experience team (cx@graceloveslace.com).

Online Sale

All sales are final. We do not accept returns or refunds on online sale items.

Any alterations, cleaning or repairs are to be made at your own expense.
Your online sale gown will be dispatched within 21 days from the placement of your order.

Accessories

Including Veils, Shoes, Jewellery (excluding earrings).

Exchanges, store credits or refunds are accepted within 30 days of receiving your item, excluding earrings.

Exchanges are subject to stock availability. You will be liable for any additional postage involved with returning your item/s and in the event of an exchange, you will be liable for the re-shipping cost.
To protect your health and the health of others, we do not accept returns or refunds for change of mind on purchases of our pierced earrings.

Please contact our Customer Experience Team (cx@graceloveslace.com) 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.
In the event of manufacturing fault, please contact our Customer Experience team (cx@graceloveslace.com).

Occasionwear

Including Bridesmaids dresses and Grace Mini collections.

Exchanges, store credits or refunds are accepted within 30 days of receiving your item.

Items must be returned in original condition (free of makeup, marks and stains), and must not have been worn, altered or washed, with any tags remaining in place.
Exchanges are subject to stock availability. You will be liable for any additional postage involved with returning your item/s and in the event of an exchange, you will be liable for the re-shipping cost.
Please contact our Customer Experience Team (cx@graceloveslace.com) 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.
In the event of manufacturing fault, please contact our Customer Experience team (cx@graceloveslace.com).

Refunds

If you are eligible for a refund, all items will undergo quality control upon receipt of the item. Exchanges, credit notes and refunds are only available after the items have passed quality control. If for any reason your item does not pass QC, Customer Experience will contact you with your options.  If, after assessment, your item does not pass our quality control checks, you will not be offered a replacement, repair or refund and we will return the item to you. 

A refund will only be offered in cases of major manufacturing faults, the existence of which will be determined at the discretion of our Quality Control Manager, after a thorough assessment of your item. 
In the event of a manufacturing fault, return postage will be reimbursed by Grace upon receipt and assessment of the Grace item/s. 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.

Grace Loves Lace reserves the right to refuse a repair, replacement, or refund if you do not notify us of the fault or issue within 7 days of receiving your order, and/or do not return the item upon request to our studio within 14 days if located in Australia or 21 days if located overseas.

Alterations

If you have any fit concerns upon receiving your gown, please contact our Customer Experience Team (cx@graceloveslace.com) within 7 days of receiving your gown and our team of alteration specialists will assess your unique situation, we will require images of you wearing the gown and your current measurements. Your gown is made per the intended design and to your size ranges and height, not your exact measurements. 

Alterations are part of the bridal journey. You may wish to alter your gown to achieve your desired fit upon receiving; such associated costs will be at your expense so please factor this into your wedding dress budget. If your measurements change from what was confirmed at your lock in date, you will be liable for any alteration fees incurred. We are unable to offer in-house alterations, however we can offer advice, guidance, and alteration instructions, should you choose to consult a third-party seamstress. Grace are not liable for any costs incurred or responsible for alterations completed by a third party.    

Grace do not take responsibility for any adjustments or alterations needed to be made on your gown (unless a genuine manufacturing fault is determined).  

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