Shipping and Delivery

SHIPPING, DELIVERY & RETURNS

SHIPPING AUSTRALIA WIDE

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 -7 business days for Western Australia. Our Dispatch team will send you tracking information so you can track your package.

INTERNATIONAL SHIPPING (OUTSIDE OF AUSTRALIA)

We offer worldwide delivery. 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.

SHIPPING INFORMATION

If you have any questions about shipping you can phone our Australian Head Office on +61 75520 0024 or email info@graceloveslace.com.

SHIPPING COSTS

Shipping costs are calculated at checkout based on your delivery destination.

CURRENCY, DUTIES AND 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. Further details on duties and taxes for specific countries can be found below under the “Taxes, Duties and Customs Charges” section.

RETURNS & EXCHANGES

STANDARD MADE TO ORDER BRIDAL

As your gown is made especially for you to your gown size ranges and height, we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault.  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). Should you wish to change your gown 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. 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. 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. If for any reason there is a manufacturing fault, postage will be covered by GRACE. You will need to provide updated measurements and images for our production team before the gown is returned. If you wish to cancel your order before locking-in your measurements, the cancellation fee will be applicable. The cancellation fee ($300AUD, £200, $250USD, €200, $300CAD, $320NZD) 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.

PRIORITY MADE TO ORDER BRIDAL

As your wedding date is sooner than the standard timeframe it takes to produce a Made-to-Order gown, we are unable to offer returns or exchanges on Priority Made-to-Order bridal items. We ask that you ensure complete and accurate measurements are submitted at the time of placing the order as these measurements are final, and do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault). 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 BRIDAL

You may exchange your GRACE ready-to-wear purchase subject to adherence to these terms for either an exchange or credit note. For hygiene purposes, this does not apply to earrings and lingerie. An exchange or credit note is accepted within 7 days of you receiving your garment. 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. 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 receipt of the item. Exchanges/credit notes 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.

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

ONLINE SAMPLE SALE

Before purchasing please consider that all sales are final – we do not accept returns on sample sale items. All styles are in near-new condition and have been lightly worn for indoor e-commerce photoshoots. Any alterations, cleaning or repairs are to be made at your own expense. Your sample sale gown will be dispatched within 21 days from the placement of your order.

ALTERATIONS

If you have any concerns upon receiving your gown, please contact our Customer Experience Team (cx@graceloveslace.com) within 7 days of receiving your gown and our team will assess your unique situation. Your gown is made to your size ranges and height, and per the intended design. You may wish to alter your gown to achieve your desired fit upon receiving; such associated costs will be at your expense. If your measurements change from what was confirmed after your lock in date, you will be liable for any alteration fees incurred. We are unable to offer in-house alterations, however we are able to offer advice 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. 

In the unlikely event of a manufacturing fault, please contact our Customer Experience Team. Upon assessment from our 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.

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. Exchanges are accepted within 14 days of purchase. All unwanted items must be returned in their original condition, all packaging and labels must be intact.

OCCASIONWEAR AND GRACE MINI

You may exchange your GRACE occasionwear or GRACE Mini 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. 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.

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

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 Online Stylists (info@graceloveslace.com) for advice before ordering these items. If for any reason your order is faulty, please contact our Customer Experience Team (cx@graceloveslace.com) with images of the fault to arrange a repair, exchange or credit note.

GRACE LOVES LACE x NATALIE MARIE JEWELLERY

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 our Customer Experience Team (cx@graceloveslace.com). 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.

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 GRACEpay which you can choose to pay in 4 fortnightly instalments and this can be selected upon checkout. Terms and conditions for this payment method are agreed upon the purchase of the item and with the company that provides the payment agreement.

CANCELLATION FEE

If you need to cancel your order in extreme circumstances, you can only do so providing your gown hasn’t begun production. There is a cancellation fee ($300 AUD, £200, $250 USD, €200, $300CAD, $320NZD) to cover the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. You must contact our Customer Experience Team (cx@graceloveslace.com) to discuss the circumstances surrounding the cancellation well in advance of your production date.

DELIVERY

The delivery times provided by this Website are estimates only however, all standard made-to-order orders require a minimum of 20 weeks to manufacture and deliver. Grace Loves Lace will not be held accountable for late deliveries or loss or damage relating to late deliveries. For further information on deliveries please refer to our ‘Info’ page.

TAXES, DUTIES AND CUSTOMS CHARGES

Shipping within Australia: When shipping within Australia, all prices are in Australian dollars and are inclusive of Goods and Services Tax (GST). Shipping to the UK and Europe: Orders placed after 17 April 2017 to 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 DDP:

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

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

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

 

Orders placed before 17 April 2017 to be shipped to the United Kingdom and Europe purchased in Pound Sterling, Euro or Australian Dollars are shipped 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.

SHIPPING TO THE UNITED STATES

Orders placed to be shipped to the United States are priced in USD. 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. 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.

SHIPPING TO THE REST OF THE WORLD

Orders placed to be shipped to any other Country not listed above are priced in Australian 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.