We would like to let our customers know that each and every piece that our team members prepare and post out are hand-gloved inspected and packed. Also, did you know that all orders have FREE DELIVERY for your convenience. Amazing!

Exchange & Refund Policy

Yes, we sure do! We want our customers to be happy with their choice and so we gladly accept exchanges and refunds (excluding bridal crowns) all depending on if the item ordered was a standard size piece with no customization requests. Please continue reading as we break this down further.

A 100% refund/exchange is accepted for all standard and non-customized bridal dresses/gowns.

Regarding refunds with customized dresses/gowns, please note that a 15% Admin Fee (Admin fees, processing fees, international logistic fees, sourcing fees, customization fees etc) from the total will be retained by Eve Roberts Bridal upon processing a refund. Exchanges are not accepted with customized items. Only refunds. We like to be transparent with our customers so please keep this in mind. And to help avoid the need for a Refund or Exchange, we have included size measurements for your assistance. By placing your order you understand, acknowledge, agree and accept all information stated.

STANDARD SIZE (no customization)	CUSTOMIZED (any form)
Refund: 100% refund. Exchange: Available.	Refund: 85% refund only.  Exchange: Not available.

Furthermore, what we do require for an exchange or refund to be accepted is, the customer HAS to notify us via email within 3 days of receiving their order that they would like an Exchange/Refund (we are able to see when your order was signed for). Strictly 3 days only. Any requests or notices after 3 days will unfortunately be dismissed. Then, the item/s HAVE to be returned within the next 7 days. So basically, our customers have 10 days to notify us of their need for an exchange or refund and also to have their order returned to us within 10 days of receiving the order. We are strict with our Exchange and Refund Policy. We hope you kindly understand.

Exchange information:

• Exchanges are accepted if item/s are returned back within 10 days after receiving as explained above.
• An "Exchange Card" will be included in your Eve Roberts Bridal envelope for you to fill in if need be.
• Returns for exchanges/refunds will be at the expense of the customer when posting back to Eve Roberts Bridal. Please find Exchange Instructions in your envelope.
• Tags must be left on the item/s and intact when returning or no exchange/refund will be accepted.
• Item/s that are damaged or have defects when returned to us will not be accepted and will be returned to sender as we will not resell the item/s.
• Bridal gowns and dresses must not have any sort of stains, marks, pulls, tears, smells etc on them. Be very mindful when trying on your gowns and dresses as to not cause any stitching defects. We advice to not wear any jewellery when trying on your dresses to avoid them catching. 
• Eve Roberts Bridal will not be responsible for any Non-Arrival item/s that are sent back to us. If this is to occur, unfortunately no refund or exchanges will be processed. We suggest sending your order with ID and Signature Requirements to avoid this happening.
• 'On Sale' items and items purchased during Sale periods are not eligible for any exchanges, refunds or cancellations.

We here at Eve Roberts Bridal inspect all pieces before posting out to our customers. This is to make sure that all items ordered will be delivered in its most luxurious state. With that been said, please keep in mind that our pieces are handmade and with that comes some very slight variances. Anything that is handmade will show some form of variance due to the very nature of it being handmade.

Once again, we accept Exchanges and Refunds when ordering a standard size (in regards to bridal dresses/gowns). With customization (in regards to bridal dresses/gowns), we only accept Refunds with retaining a 15% Admin Fee (85% will be refunded) as explained above.

Theft/Lost/Damaged Item/s

After a parcel has been processed and left for delivery, it will then be out of our hands for the careful and on-time delivery of your order. Unfortunately, unforeseen circumstances are a part of the Delivery Service Industry and lost, damaged and or delayed orders is uncontrollable once parcels are in transit. For your reassurance, all Eve Roberts Bridal deliveries are sent with the signature and tracking features so you will be able to track your delivery as well. In the case of lost or damaged goods, we here at Eve Roberts Bridal will try our absolute best to find the reason behind this unfortunate event. We will be in communications with the Courier as well as anyone else deemed necessary. This, unfortunately, can take 4-8+ weeks.

Delivery

A physical street address is required for all orders. Bridal Crown orders should arrive within 4-7 business days (7 days or more being due to delays). The delivery time frame for bridal dresses/gowns varies depending on the piece which is all detailed within each product information.

Always keep in mind public holidays as this can delay deliveries. If you are needing an item for a specific event or date, make sure you keep in mind the Delivery and Exchange (if needed) time frames as it may be best to order your item much in advance. For bridal dresses/gowns, we advice to order 6 months in advance from your event. Please note, if you have ordered your item/s and it does not arrive in time for your specific event date, this will not qualify for an exchange or refund.

ID and Signature Requirement

All orders posted out are delivered with "Signature Required". If you are not home and unable to sign for your delivery, a "We missed you" card or similar will be left at your address and the Courier will leave your parcel at your local drop-off location which you will then have to pick up in your own time. No deliveries will be left on a property unattended, our Courier will always leave a "We missed you" card. This is to avoid the chances of theft of an unattended parcel. The only time a parcel will be left unattended or without a signature is if the Receiver opts for "Authority to leave" for the courier.

If you have a "We missed you" card or similar, follow the instructions on that card as it will be the way to retrieve your parcel. If you have received a text or email stating that a "We missed you" card or similar was left at your premises but you are unable to find that card, please contact the Courier company that sent you the text message or email. Let them know that you can not find their "We missed you card" on your premises. Usually this will solve this issue. 

Key note: Always read your delivery texts and emails carefully and please do not delete them before receiving your order.

Unavailable Delivery Locations

We are unable to deliver to Australia Post-owned properties. This includes post offices, PO boxes, locked bags, parcel lockers, parcel collect locations etc.

Collection Points may be used for some locations. Collection points may include newsagencies or petrol service stations. These are offered as delivery locations. It's important to our Courier that every parcel completes its journey safe and sound, but sometimes there are locations that may not have nearby collection points to make this possible. If this is the case, our Courier may opt to have these parcels returned to us. We will then get in contact with you to find another way to deliver your order.  

KEY NOTES: Please note that Refunds and Exchanges are accepted here at Eve Roberts Bridal (excluding bridal crowns). Do take your time browsing to be very very sure that you are inlove with your item/s and are set on them before placing any orders. Please know that Eve Roberts Bridal is here to answer all of your questions regarding any of our hand-selected pieces. We have included videos our Instagram page (@everobertsbridal_australia) for our customers to fully optimize the vision of our beautiful pieces.

STATEMENT: By placing your order you understand, acknowledge, agree and accept all information and details within our Terms and Conditions. Furthermore, by placing your order, you consent and agree for Eve Roberts Bridal to be able to provide our Couriers your email and contact number for delivery processing.