Terms & Conditions

• Your MTO Customised gown will not be made to your exact measurements but to your corresponding size ranges.  
• For MTO 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.  
• MTO 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 MTO Standard gown, unless delayed dispatch is requested and approved. 
  • 6-8 weeks before your wedding date if you are a MTO Customised bride.  
  • 2-4 weeks before your wedding date if you are a MTO Priority Customised bride. 
  • 3-5 business days after ordering a Ready-to-wear gown. 
• If you cancel your MTO Customised gown within 30 days of purchasing, you will be charged a cancellation fee of $300USD. 
• If you cancel your MTO Customised gown between 31 days, and your lock in date the cancellation fee is $500USD.
• If you cancel your MTO Standard gown within 7 days of purchasing, you will not be charged a cancellation fee .   
• If you cancel your MTO Standard gown between 8 and 30 days of purchasing, you will be charged a cancellation fee of $500USD. No cancellations are possible after 30 days from the purchase date. 
• Your MTO 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 MTO Priority Customised gown cannot be cancelled or refunded under any circumstance as your gown will immediately go into production.  

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.

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. 

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. 

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.

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.

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 $500USD. 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 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 $500USD.   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. 

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, cancellation of your order for ‘change of mind’ reasons are not accepted. Refer to the appropriate Returns or exchange information below.

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

See below more detailed terms based on your specific purchase: 

Ready To Wear Gowns 

An exchange or credit note is available within 7 days of you receiving your Ready to Wear item. Please contact our Customer Experience Team (cx@graceloveslace.com) to arrange for the exchange or credit note. Once confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas. No refunds are offered on Ready To Wear gowns.  

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.  

In the event of manufacturing fault, return postage will be reimbursed by Grace Loves Lace upon receipt and assessment of GLL 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 and any additional cost of the new gown ordered. 

Once the Ready to Wear gown has been returned to Grace Loves Lace, it will be inspected for approval and processing for a return, exchange or credit note. Exchange Ready to Wear gowns will not be sent under any circumstances prior to the return of the original order. 

Made To Order Standard Gowns 

You have up to 7 days after your purchase date to exchange your Made to Order Standard gown to a different style or size or receive a full refund. After 7 days no exchanges or refunds are possible as your gown has gone into production.

If you cancel your MTO Standard gown between 8 and 30 days of purchasing, you will be charged a cancellation fee of $500USD. No cancellations are possible after 30 days from the purchase date. 

Please contact our Customer Experience Team (cx@graceloveslace.com) to arrange a exchange or refund.

Once the MTO Standard gown has been returned to Grace Loves Lace, it will be inspected for approval and processing for an exchange. Exchange MTO Standard gowns will not be sent under any circumstances prior to the return of the original order. 

Made To Order Customised Gowns 

Should you wish to change your gown after you have purchased you are able to do so prior to your ‘lock-in date’ when your gown goes into production. 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.   Once your gown is submitted to production there is no ability to change your order or cancel your gown. 

We ask that you ensure your measurements are correct prior to your ‘lock in date’, and we do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault).  

In the unlikely circumstance you have concerns regarding the fit of your gown once received, you must contact our Customer Experience Team (cx@graceloveslace.com) within 7 days of receiving your order. 

All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your gown on as soon as you receive it. If for any reason there is a genuine assessed manufacturing fault, postage will be reimbursed by Grace Loves Lace.  

To assess any alleged manufacturing fault, you will be required to provide updated measurements and images for our production team to make an assessment before the gown is returned. There may be further requests to determine any alleged manufacturing fault after the item has been received by Grace Loves Lace. 

Once the MTO Customised gown has been returned or the information required for assessment has been received by Grace Loves Lace, it will be inspected and an assessment made. The Customer Experience team will communicate in regard to the best resolution for any genuine manufacturing faults.  

If, following the inspection, there is deemed to be no fault in manufacturing, the gown will be returned to the bride at the bride’s own cost.  

Any replacement gowns will not be sent under any circumstances prior to the return of the original order. 

Priority Made To Order Customised Gowns 

As your wedding date is sooner than the standard timeframe it takes to produce a Made to Order Customised gown, we are unable to change or cancel your order after purchase. We ask that you ensure complete and accurate measurements are submitted at the time of placing the order as these size ranges are final, and 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). Once your size ranges are locked-in (the date of purchase), you will be unable to cancel you order as the gown will have gone immediately into production. 


Sample Sale Gowns 

Before purchasing, please consider that all Sample sales are final – we do not accept returns, exchanges or refunds on sample sale items. Any alterations, cleaning or repairs are to be made at your own expense. Your sample sale gown will be dispatched within 3-5 days from the placement of your order.  

Occasionwear & Grace Mini items  

You may exchange your Grace Loves Lace occasionwear or Grace Loves Lace Mini purchase subject to adherence to these terms.  

Exchanges are accepted within 7 days of you receiving your garment. 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. 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 item after a shower to avoid contact with moisturiser deodorant or makeup. Additionally, please try on your item 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 Experience will contact you with your options.   

Under no circumstances will replacement items be shipped prior than the return and approval of the original order. 

In the event of manufacturing fault, return postage will be paid by GRACE LOVES LACE. 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. 

Shoes 

An exchange or credit note is accepted within 7 days of you receiving your GLL Shoes. Please try on shoes on a soft surface before they are worn. We will not accept an exchange or credit shoes that are damaged or that show signs of wear. All unwanted items must be returned in their original condition, all packaging and labels must be intact. All items will undergo further quality control upon receipt of the item. Exchanges/ Store Credits 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. 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. However, In the event of manufacturing fault, additional postage will be paid by Grace Loves Lace. 

Jewellery 

An exchange or credit note is accepted within 7 days of receiving your GLL jewellery excluding earrings. To protect your health and the health of others, we do not offer exchanges or credit notes due to change of mind on pierced earrings. Please refer to the individual item's descriptions/ disclosures* prior to ordering. Please contact one of our Online Stylists (info@graceloveslace.com) for advice before ordering these items. In the unlikely event of a manufacturing fault, please contact our Customer Experience Team (cx@graceloveslace.com) with images of the fault to arrange a repair, exchange, or credit note.  Once confirmed, your item needs to be returned within 7 days if in Australia or 21 days if overseas. 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 note that 'Wear and Tear' are not considered as manufacturing fault, all of our jewellery undergo thorough quality control inspection before being sent to ensure you receive the product as it’s represented on our website. 

If you are eligible for a refund, all items will undergo quality control upon receipt of the item. 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.   

• Outside of Standard Made to Order gowns (within 7 days of purchasing), 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 Loves Lace upon receipt and assessment of the GLL item/s.
• 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.

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 Loves Lace are not liable for any costs incurred or responsible for alterations completed by a third party.      

Grace Loves Lace 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 Loves Lace including shipping. If you decide not to send your dress back to Grace Loves Lace for any reason, we will no longer be liable. 

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. 

See more information here.