Terms & Conditions

Terms of Purchase

BY PURCHASING A GRACE LOVES LACE GOWN YOU UNDERSTAND:

Your Made to Order Customised gown will not be made to your exact measurements but to your corresponding size ranges. 
For Made to Order Customised gowns, you will need to supply all your measurements 6 months before your wedding date (known as your ‘lock in date’) even if your Grace Loves Lace stylist already has completed your measurements at your appointment.
Made to Order Standard gowns are made to a standard shoulder to floor height of 155cm.
Alterations are part of your bridal journey; your gown may require alterations at your own expense. Grace Loves Lace does not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault).
Your gown will be dispatched: 
- 5 months after your purchase date of a Made to Order Standard gown, unless delayed dispatch is requested and approved.
- 6-8 weeks before your wedding date if you are a Made to Order Customised bride.  
- 2-4 weeks before your wedding date if you are a Priority Made to Order Customised bride. 
- 3-5 business days after ordering a Ready to Wear gown. 
- If you cancel your Made to Order Customised gown within 30 days of purchasing, you will be charged a cancellation fee of $300AUD.
- If you cancel your Made to Order Customised gown between 31 days, and your lock in date the cancellation fee is $500AUD.
If you cancel your Made to Order Standard gown within 7 days of purchasing, you will not be charged a cancellation fee .
If you cancel your Made to Order Standard gown between 8 and 30 days of purchasing, you will be charged a cancellation fee of $500AUD. No cancellations are possible after 30 days from the purchase date.
Your Made to Order Standard gown cannot be cancelled or refunded after 30 days under any circumstance as your gown will go into production 7 days from purchase.
Similarly, your Priority Made to Order Customised gown cannot be cancelled or refunded under any circumstance as your gown will immediately go into production.

Order Acceptance Policy

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Grace Loves Lace reserves the right at any time after receipt of your order to accept or decline your order for any reason. Your items purchased are for personal use only and cannot be used for a commercial purpose. Upon cancellation of an order, we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received.

Liability

Grace Loves Lace, including our directors, partners, shareholders, employees and other third parties associated with running this website is not liable to the maximum extent permitted by law to you or anyone else for any loss of income, profit, contracts, goodwill or financial loss or damage without limitation suffered as a result of negligence or otherwise arising in connection with use of this Website or the products sold on it. 

Pricing

Prices are subject to change without notice. There may be duties and taxes added to your package by the destination country. You will be responsible for these upon delivery and are not included in your order total. Countries with the nominated currencies of AUD, GBP, EURO, CAD or NZD will be charged in these currencies. All other non-specified currencies are charged in USD – the prices showing on the website are approximate and the actual exchange rate charged on your credit card are set by your bank or credit card provider. 

Please keep in mind we are an Australian based business and upon ordering you may be charged an international transaction fee. This is enforced by your bank and we don’t have any control over this fee. It is best to contact your bank if you have any queries. 

Payment Methods

Our payment gateway currently accepts VISA, Mastercard and PayPal. If you would like to use an American Express card, this can be done through PayPal and would require you selecting this option. For our customers in Australia, we offer Lattitude Pay which you can choose to pay fortnightly over 6-24 months. For our US customers, we offer ZIP pay as a payment option, allowing brides to secure their gown on the spot and in 4 x fortnightly instalments. Terms and conditions for this payment method are agreed upon the purchase of the item and with the company that provides the payment agreement.

Please keep in mind we are an Australian based business and upon ordering you may be charged an international transaction fee. This is enforced by your bank, and we don’t have any control over this fee. It is best to contact your bank if you have any queries.

Currencies, Duties & Taxes

Import duties and taxes may be applicable in your country. We always recommend brides ordering from outside of Australia check with their import/ customs department for an estimated cost, so you are aware of any charges you may be required to pay.

AUSTRALIA
When purchasing within Australia, all prices are in Australian dollars and are inclusive of Goods and Services Tax (GST).

UNITED STATES OF AMERICA
Import duties and taxes may be applicable in your country. Orders to the United States are shipped on a Delivery Duties Unpaid (DDU) basis. The North American and Australia Free Trade Agreement ensures duties and taxes are kept to a minimum. However, as these orders are shipped DDU you may be charged duties and taxes by your local customs authority.

Duties and taxes are calculated based on what item was ordered, the value and the destination of that order. We are unable to estimate what these charges will be as they are levied by your local customs authority and vary from State to State.

UK & EUROPE
Import duties and taxes may be applicable in your country. Orders placed after 17 April 2017 can be shipped to the United Kingdom and Europe (excluding countries not listed in the table below) purchased in either Pound Sterling or Euro are shipped on a Delivery Duties Paid (DDP) basis.

This means that the price shown at checkout is final and you will not be charged anything more by your local customs authority to receive your order. Included in the checkout price are import duties and VAT.

THE FOLLOWING COUNTRIES ARE SHIPPED DUTIES AND TAXES PAID (DDP):

Andorra
Belgium
Cyprus
Estonia
Germany
Iceland
Liechtenstein
Macedonia
Netherlands
Portugal
Slovenia
Switzerland

Bosnia and Herzegovina
Czech Republic
Finland
Greece
Italy
Lithuania
Malta
Norway
Republic of Ireland
Serbia
Spain

Belarus
Croatia
Denmark
France
Hungary
Latvia
Luxembourg
Moldova
Poland
Romania
Sweden
Vatican

REST OF THE WORLD
Orders placed to be shipped to any other Country not listed above are priced in US Dollars and are delivered on a Delivery Duties Unpaid (DDU) basis. As these orders are shipped DDU you may be charged duties and taxes by your local customs authority. Duties and taxes are calculated based on what item was ordered, the value and the destination of that order. We are unable to estimate what these charges will be as they are levied by your local customs authority and vary from Country to Country. All charges must be paid by the customer to ensure your order is released by customs, failure to do so may cause your delivery to be abandoned. We will not be held responsible for any loss or damage caused by the abandonment of your delivery.

Cancellation of Order

Ready To Wear Gowns

Please refer to returns and exchanges below for your Ready to Wear gown as these items will be dispatched 3-5 business days from purchase.

Made To Order Standard Gowns

If you purchase a Made to Order Standard gown, you can cancel your gown up to 7 days after the purchase date and receive a full refund.

If you cancel your order between 8 and 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.

Delayed dispatch: if delayed dispatch is arranged with your stylist, you are unable to make any changes or cancel your order after 7 days post purchase regardless of the dispatch date.

Made To Order Customised Gowns

If you cancel your order within 30 days of purchasing your MTO gown, you will be charged a cancellation fee of $300AUD. If you cancel between 31 days, and your ‘lock in date’ the cancellation fee is $500AUD. 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.

You must contact the Customer Experience Team (cx@graceloveslace.com) within the prescribed timeframes to be eligible for a cancellation up to your ‘lock in date’, Any requests for a cancellation outside of these timeframes will not be accepted.

Priority Made To Order Customised Gowns

As your gown goes straight into production upon you purchasing your gown, you are unable to change or cancel your order post purchase.

All Other Items

For all other items, other than those listed above, refer to the appropriate Returns and Exchanges policy.

Returns & Exchanges

Our returns and exchange policy depends on the gown type you have purchased.

See below more detailed terms based on your specific purchase:

Made To Order Standard Gowns

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 Gowns

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 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.
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 Gowns

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.

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).

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).

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. 

Delivery Timeframes

The delivery times provided below are estimates only. Grace Loves Lace will not be held accountable for late deliveries or loss or damage relating to late deliveries.

If you are located within Australia, your gown will be sent via Australia Express Post, DHL or TNT which takes between 1- 4 business days to arrive and 3-10 business days for Western Australia. Our Dispatch team will send you tracking information so you can track your package. 
All international orders are sent via UPS Express or DHL which takes between 3-10 business days to arrive. Our Dispatch team will send you tracking information so you can track your package. 
For more information refer to our shipping and delivery policy on the website.

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