Shipping & Returns
We deliver Australia wide
It usually takes around 2-3 months to receive your order, this includes:
Tailoring time: 5-6 weeks
Shipping time: 2-3 weeks
Please understand due to uncertainty during COVID-19, we no longer take rush orders.
Standard shipping orders over $100 AUD: FREE!
Standard shipping orders under $100 AUD: $12 AUD
Joy’s Bridal Collection has extensive bridal dressmaking experience, and we handmake every single piece of wedding dress from scratch with lots of care. We have re-produced many designers dresses to save our customers' money and received great reviews. However, please understand we are not able to replicate 100% the same dress to your reference picture, due to different material suppliers and dressmaking techniques. If you are seeking the exact same dress to a picture, we suggest looking at its designer’s retail store instead of getting custom made.
Making custom dress is a collaboration process. During the dressmaking process, we update you with the progress pictures when there are any. We need to have your confirmation before proceeding to the next stage. You may provide feedback and request changes before it’s finalized, and we will try our best to accommodate if practical. Delay caused by late response is not accepted as a valid reason for refund. Once the dress is complete, we do not accept further change outside of your original order request.
RETURN AND EXCHANGE
Our dresses are made specifically to the measurements you provide (bust, waist, hips, and height). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns or exchanges on custom dresses. Therefore, we strongly recommend you look at our "Fitting Guide" to obtain the most accurate measurement or get measured by us. However, if the dress you received is damaged, has a major fault, or not as described, please contact our customer service with your invoice number, photos and description within 3 days of receiving the item. We will work out the best solution for you.
All custom dresses are made to the measurements that you provided, or we have taken from you on the day. There may be a 1cm – 3cm variance in product size due to handmade process and the way measurements are obtained. Colors on your screen may differ slightly from actual product colors due to lighting and your screen settings. We do not cover alterations on the size fitting outside of the original measurement. Personal circumstances such as weight gain, weight loss, pregnancy, change of mind...etc, would not be accepted as a valid reason for alteration. If you believe the dress is not made to your original measurement, please contact our customer service with your invoice number, photos and description within 3 days of receiving the item. We will work out the best solution for you.
Cancel order within 24 hours of payment for a full refund.
Once your order is processed, it cannot be cancelled.
Joy’s Bridal Collection offers rental on sample dresses in stock only. Custom dresses are not for rental. To rent a dress, you need to pay a rental fee plus a deposit (exact price to be advised based on each individual dress). Full deposit will be returned upon the return of the dress in the same condition. You can rent a dress for up to 7 days.
We know small accidents happen, and we dry-clean all dresses when they are returned after your rental. There will be no fees charged as long as stains can be removed.
If you cause a stain to be permanent, Joy’s Bridal Collection reserves the right to bill you a fee up to 100% of the original RRP of the dress.
Use of fake tan is at your discretion. If it causes permanent staining that won't come out when dry-cleaned, the damage policy below will apply.
DAMAGE OR LOSS
Customers are responsible to inspect the dress condition on the day when you pick up the dress, and let us know if damage (stains, rips, etc) is observed. If you don't do this and there was no known damage prior to rental, it may be assumed that the damage was caused by you.
If you damage a rental item, do not attempt to repair it. If it can be easily repaired (e.g. sewing on a button, re-stitching) it will be taken care of with no additional cost to you. It's also not a problem if the dress is stained, as long as it comes out when it is dry-cleaned after you've returned the dress.
If an item is damaged and is not covered by minor repairs as mentioned above, you will be liable for the cost of restoring or replacing the dress. In the case the garment cannot be restored to a suitable condition, the fee charged may be up to 100% of the original RRP of the dress.
If for any reason you return the dress after 7 days, late fees may apply. We will often allow a grace period of 1-2 days for this, but only if it doesn't affect a future booking for another customer. If it does affect this, late fees will almost certainly be enforced.
The fee charged for each day late will be charged at $50 for each day late.