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

Returns, Exchange & Refund Policy

Yes, we sure do! We want our customers to be happy with their choice and so we gladly accept Exchanges and or Refunds all depending on if the item/s ordered was a standard size with no customization (wedding dresses) or if the item/s is faulty. Customers have 3 days from receiving their goods to notify us via email of a need of Exchange/Refund. The goods then must be returned to us within 12 days. So basically, customers have a 15 days Returns Policy. Please continue reading as we break this down further.

Refunds Specifically for Custom Gowns

In the case of a gown arriving completely inaccurate after some investigation between customer, ERB and our team, we may be able to offer partial refund. In this case, a 15% Admin Fee (Admin fees, processing fees, 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 as it is extremely difficult to resell a customized piece. Only a Refund is available upon receiving your Return/s.

Faulty item/s: Exchange and Refunds are accepted if again, customers are to notify us within 3 days of receiving their goods. And again, the goods are to be returned within 12 days. 

We like to be transparent with our customers so please keep all this in mind. And to help avoid the need for a Exchange/Refund, we have included size measurements for your assistance. By placing your order you understand, acknowledge, agree and accept all information stated.

Furthermore and to clarify, we unfortunately cannot offer any Returns, Exchanges and or Refunds in relation to the below scenarios and or similar:

• Simply the case of Change-of-mind after 15 days.
• Weight gain/loss in the weeks/months leading up to your wedding/event date as this would be way past our 15 days Returns/Exchange/Refund policy.
• Pregnancy in the weeks/months leading up to your wedding/event date as this would be way past our 15 days Returns/Exchange/Refund policy.
  
• Wedding/Event date cancellation.

Most customers do purchase their wedding dresses months in advance due to various reasons and so expecting a Return/Exchange/Refund after our 15 days policy will unfortunately not be accepted.

Again, to further highlight, 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 12 days. So basically, our customers have 15 days to notify us of their need for a Exchange or Refund and also to have their order returned to us within the 15 days of receiving the goods. We are strict with our Exchange and Refund Policy. We hope you kindly understand.

Exchange information:

• An "Exchange Card" and "Refund 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 and this could cost between $$ - $$$ depending on your location from Brisbane. Please find Exchange/Refund 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.
• Wedding dresses must not have any sort of stains, marks, pulls, tears, smells etc on them. Be very mindful when trying on your wedding dress as to not cause any stitching defects. We advice to not wear any jewellery, fake tan and makeup when trying on your dresses to avoid them catching or staining. 
• 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 highly suggest sending your order with ID and Signature Requirements to avoid this happening.
  

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.

Theft/Lost/Damaged Item/s

After a parcel has been processed and left our location 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 4-10 business days (10+ 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. Generally 2 - 3 months.

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 is 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 is available here at Eve Roberts Bridal keeping in mind the above key points. 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.