Standard Made to Order Bridal
As your dress is made especially for you to your dress size range and height, we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault. All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your dress on as soon as you receive it. In the unlikely circumstance your dress does not fit you, you must contact our Customer Experience Team, cx@graceloveslace.com within 7 days of receiving your order. If you have lost or gained weight, we recommend contacting our Customer Experience team for guidance and an advice to provide to your preferred local tailor. 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 dress is returned. Any dresses being returned to GRACE must be returned in the original packaging. If you wish to cancel your order before locking-in your measurements, the cancellation fee will be applicable. The cancellation fee ($300 AUD, £200, $250 USD, €200, $300 CAD, $320 NZD) 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 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 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 GLL 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. Exchanges are accepted within 7 days of you receiving your garment. You must contact our friendly Customer Experience Team cx@graceloveslace.com to arrange for your exchange/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.
Alterations
If you have any concerns upon receiving your gown, please contact Customer Experience cx@graceloveslace.com within 7 days of receiving your gown and our team will assess your unique situation. Unfortunately, if your measurements change from what you confirmed with your Customer Experience Stylist at your lock in date, you will be liable for any alteration fees incurred. If you decide to go to a third party seamstress for any alterations to your gown, you will be liable for these costs. We are more than happy to offer advice if you choose to consult a third-party seamstress.
In the unlikely event of a manufacturing fault, please contact Customer Experience. 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.
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 Customer Experience 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.
