Lilly Bridal is committed to providing high quality garments, affordable prices, and great customer service. These terms and conditions help us provide this value proposition to you. All purchases are bound to these terms and conditions.
Wedding Dress Return policy
All Lilly Bridal gowns are made to a standard size with customised height. Exact colours and shades on fabrics and designs on trim, including lace, cannot always be guaranteed. You acknowledge that professional lighting of product photographs may slightly alter the shade of the gown. If there’s something wrong with the dress you have received (wrong item or wrong size sent), please contact our customer service. Include as many details about the issue as possible, your order number, and any pictures showing a faulty garment. Please note that we accept no responsibility for gowns not fitting on arrival due to clients increase or decrease in weight or any other reason beyond our control.
Because our wedding dresses are made to order, we only accept returns if the dress is faulty or not as described. Unfortunately we can’t accept returns for change of mind or gowns that have had alterations made to them.
If we agree to replace or refund your dress, we will refund the value of the purchased the product, but not the original freight.
All items must be returned in their original packaging and dresses cannot be damaged or dirtied in anyway, as we will be unable to provide a refund.
You must pay for the freight to return the items and this must also be arranged by yourself. The items are your responsibility until they reach our premises. Please ensure you pack the return safely to prevent any damage to the dress.
How to return a wedding dress
Important: Please contact customer service before returning your dress.
Please note that when you return a dress it’s very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary. We’ll reply to you with an address so you can return your item too.
It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 5 business days.
If you are unsure of a garments care label, always ‘cold hand wash’ to avoid any damage in the garments fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. If unsure, we recommend avoid washing these garments. An alternative to this would be to cold hand wash or spot clean if possible. You may need to steam a garment back into shape after cold hand washing or spot cleaning. If you choose to iron your garment, please do so with high level of care and attention. We recommend always ironing on a low setting as well as using a protective barrier when ironing so as to protect your garment from the possibility of being burnt. This barrier could be a thin piece of cotton muslin or a men’s cotton hankerchief. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return. Always take care with your garments, by caring for them, and investing in proper cleaning, you will find that your garment will have a longer life cycle. Possibly, it may live long enough to be passed on as an heirloom to the next generation.
Wear and Tear
When hanging your gown in your wardrobe please take care to use your garment bag, as this is another benefit to prolonging the pristine quality and embellishments of your gown. If you damage a garment after wearing it e.g. beads are pulled, a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return.
Our dresses are made from high-quality fabrics, including beaded lace, soft tulle and stunning beadwork, sourced from all over the world;
While great care is taken in the production our dresses, the delicate nature of these fabrics mean they can be easily marked or pulled (possibly even when the dress is shipped long distances for delivery) and may contain slight inconsistencies in colour and weave.
Slight variations and small faults will sometimes occur, particularly in silk fabrics, but these minor inconsistencies and variations are what make each dress unique and one of a kind. Also, due to the delicate detail in our dresses, dresses may lose small amounts of beads with time, wear, alterations and dry cleaning.
An order will be placed with our wedding dress tailors within 24hrs of receiving your order. The normal lead time on all online dress orders is as follows:
- Tailoring Time: 3-4 weeks from receiving your order.
- Shipping & Quality Assurance Time: 1-2 weeks from your dress being completed by our tailors.
- Shipping can take longer for locations outside of Australia. We recommend allowing around 8 weeks from ordering.
We’ll post your dress directly to your door, however, you can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
The freight charge is $50 and includes Signature on Delivery and Insurance. For more information about delivery times, see below.
International Customs Charges
Orders from outside of Australia may attract import taxes and are outside the control of Lilly Bridal. It is the purchasers responsibility to contact local customs office to determine what import taxes will be charged prior to purchase, and to pay those taxes in accordance with local laws. High customs charges will not be grounds to return of any items.
All prices are listed in Australian Dollars (AUD) and all orders will be processed in AUD at checkout.
- Payment Plans require a deposit to be made within 24hrs of ordering to avoid order cancellation
- All Lilly Bridal Dresses are custom tailored, for this reason deposits are non-refundable.
- Payments can only be made via PayPal or Direct Deposit (online banking). Any other payment method is at our discretion.
- A minimum payment of $100 must be made each month, we’ll send you regular reminders with your balance.
- The maximum length for payment plans is 4 months. Full payment must be made within this period to avoid order cancellation.
- Wedding dresses will only be shipped when full payment is recieved.
- You should complete all payments at least 4 weeks in advance of your wedding date to ensure your dress arrives on time.
- The minimum time it takes to complete and ship an order from your first payment is 6 weeks.
- Deposits and progress payments cannot be transferred to another order or a different product style.
Ownership and Risk
Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address.
You agree to indemnify, defend and hold harmless Lilly Bridal, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use of this Website or your breach of these Terms.
Changes to the Terms
Lilly Bridal shall have the right in its absolute discretion at any time and without notice to amend, remove or vary the Services and/or any page of this Website. It is your responsibility to be aware of any changes made to these Terms and by continuing to use and visit the Website you agree to be governed by these Terms as the case may be from time to time.
Severance of Clauses
If any clause of these Terms is held to be invalid, void, unlawful or unenforceable for any reason, that clause will be severed from the Terms and it will not affect the validity and enforceability of the remainder of the Terms.