Returns Policy

 

 

 

 

 

Return & exchange 

Ready to wear collections are eligible for a change of mind exchange/store credit, given that customers must, at their cost, return their order within 7 days of receiving the product. 

Unless the return is required by law:

• Items must be in original condition (including tags) and have not been worn, altered or washed
• Items must not have been used in photography shoots, Instagram posts, online, commercially or for personal gain
• All packaging shipped with your order must be returned. 

Please note that we do not offer refunds for change of mind. 

Once your return has been received and inspected, we will notify you if the store credit was approved or not. If approved, you will be contacted for your store credit redemption. 

If you wish to exchange for another item or size, customers must, at their cost, return the item(s) to our returns centre within 7 days of receiving the product. The item must be in a perfect resalable condition to be eligible for an exchange. 

Please note that the product purchased remains the customers responsibility until received at our returns centre and as such is returned at the customers risk. 

Please email sales@helenoconnorbridal.com for further return/exchange instructions. 

Sale items 

All sale items are final sale and ineligible for return or exchange, unless faulty. 

Faulty items 

Due to the hand crafted nature of our products, each individual garment is truly unique therefore, please note that the colour, trim or fabric of your product may vary slightly from the product displayed online and should not be considered a fault. 

If you have received a faulty item, please contact us at sales@helenoconnorbridal.com with the following information: 

• Your order number
• Images that clearly outlines the fault 

If your item has been deemed damaged, we will provide you with a refund or replacement of the product, at the customer election, provided the customer returns the product to us, at our cost. 

If you wish to proceed with the refund option, you will be refunded onto your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and pass the refund. 

If more than 15 business days have passed since we’ve approved your return, please contact us at sales@helenoconnorbridal.com. 

CUSTOMISED BRIDAL ORDERS 

Return & exchange 

As our customised products are personalised for our customers, all customised products are ineligible for exchange or return (unless faulty in which case, please see below). 

Cancellations 

All bridal orders cancelled within 30 days from date of purchase will incur a 50% non refundable cancellation fee of the original purchase price. Orders cancelled 30 days or there after, will incur a 75% cancellation fee of the original purchase price. 

Faulty bridal orders 

You must thoroughly inspect your gown upon receiving it and advise us if you believe there are any flaws or other issues within 2 business days. If you consider your gown to have any flaws please take photographs and email to the representative or email sales@helenoconnorbridal.com. Due to the hand crafted nature of our products, each individual garment is truly unique therefore, please note that the colour, trim, lace placement or fabric of your product may vary slightly from the product displayed online. 

If there is a minor defect with the product that is capable of remedy, we will remedy that defect within a reasonable time frame and cover the cost of shipping of the product in order to do so. We may remedy the defect (at our option) by: 

• Fixing or repairing the product
• Replacing the product with an identical product
• Refunding you the order 

If there is a major defect with the product, we will proceed with it in accordance with the Australian Consumer Law.