Refunds, Returns & Exchanges - Archela Bridal
If you would like to return your items purchased online please first read our below policy and then follow the steps below.
STEP 1: Email our customer service team within 10 days of your delivery notifying us of your return to firstname.lastname@example.org
STEP 2: Our customer service team will respond with an RA (Return Authorisation Number)
STEP 3: Wrap up your order and send back to:
Archela Bridal RETURNS
468 Fitzgerald Street
NORTH PERTH WA 6006
Please note: once your return has been received, it can take up to 3-4 business days for your refund to be processed by Archela Bridal and allow up to 7 business days upon confirmation of your refund for monies to revert to your bank account/card.
OUR RETURNS POLICY - (Except Made to Order & Faulty Items)
Please note that returns for exchange / credit & refund must meet the following requirements:
- Refunds will be available only for full price items when a fault has been identified (ie; something that cannot be replaced or repaired). Credit Notes or Exchanges are offered only for full priced items where there has been a change of mind or the style is not suitable. Refunds for postage will not be given for change of mind or exchanges.
- We do not offer refunds for change of mind, instances when friends or acquaintances have selected the same style or colour of gown and cancellations or postponements of events.
- Garment/s will need to be sent back to us within 10 days of delivery.
- Garments should be returned new, unused and with all designer tags still attached.
-Returned items that have been worn, washed, damaged or altered from their original state (i.e. tags removed) will not be accepted, and will be returned to the customer.
- Due to health and hygiene reasons, earrings, headpieces and veils are unable to be returned.
- All exchanges will incur an additional $20 fee for standard re-delivery return to you.
Any item purchased on a promotional or in store sale can be returned for a credit note or exchange (excluding Final Sale and Clearance items).
For all CLEARANCE / FINAL SALE items (this includes any product purchased on sale with an additional discount code and any item in our 'SALE' and 'DESIGNER CLEARANCE' menus) are unable to be returned for a refund. We are able to offer an exchange or credit if the item is deemed to have a manufacturing fault and not due to condition from wear and tear as a sample gown.
OUR RETURNS POLICY - MADE TO ORDER BRIDAL GOWNS
Made to order Bridal Gown purchased with or without customisations cannot be returned for a refund or store credit and are final sale (unless a fault is identified). Please note any express order, customisation, or colour change fees will also not be refunded/credited. If you believe your made to order gown is faulty, please contact us immediately. We schedule try-on appointments for every gown that is a new made-to-order gown. At this appointment we can ensure your order is not faulty and has been delivered acceptably as per your order.
FAULTY ITEMS - FOR NEW PURCHASES ONLY (Both Online and in store)
We are so sorry if you may have received a faulty item. We aim to provide our customers with products of the highest standard and quality and a thorough check of your garment is undertaken before it is sent off.
If you have received an item that you believe has a manufacturing fault, please email our Customer Service Team immediately and provide a photo documentation showing the defect/fault, which will speed up the returns process.
In accordance with the Australian Competition and Consumer Commission if the garment we have sent has a minor fault then we have the right to repair the fault to the product and send it back to you. If we believe the fault cannot be repaired (major fault) then we will send to you a replacement product, which matches your original purchase. Refunds will only be given if we are unable to repair or replace your faulty item and we will reimburse you in full for your purchase.
Please note that faults include, but are not limited to:
- Broken or skipped (missing) stitching.
- Unusual Puckering. Puckering is an irregular seam surface.
- Garment Dimensions Measure out of Tolerance.
- Broken or faulty zip.
- Uneven hemline.
- Holes in fabric (new items only).
Untrimmed threads are not considered a fault with the garment and can be easily trimmed back with scissors.
In the case of a faulty item, we will replace the garment and cover the costs of return postage. If there is no inventory to replace the faulty garment, we will refund you the cost of the item and return postage costs in full. If an item is faulty, it must be reported to Archela Bridal immediately on delivery and returned within 7 days of fault to be eligible for a replacement.
You can email us at email@example.com if you believe your garment has a fault.
The colours of dresses displayed on our website may vary from monitor to monitor and the actual product you receive may or may not represent the colours you see on our website. External factors like lighting and flash may also affect the colour tone of the photo. If you are unsure about the true colour of the garment, please contact our online team at firstname.lastname@example.org. A refund for this return reason will not be accepted.
WHO's RESPONSIBILITY IS THE RETURN ONCE I SEND BACK TO ARCHELA BRIDAL?
Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer refunds, exchanges or credit notes on lost parcels.
We always recommend using a registered post and to keep hold of your tracking number until confirmation of receipt of parcel to avoid missing parcels and we strongly suggest considering insurance for your return.
All returns need to be sent back to us within 10 days of delivery. This means 10 days from tracking showing the order as being delivered.
All items need to be returned new, unused and with all designer and brand tags attached.
All returns need to be inline with our Returns Policy above.
HOW LONG DOES IT TAKE THE RETURN TO BE PROCESSED?
Once your return has been received by Archela Bridal, please allow 3-4 business days for your refund to be processed and allow up to 7 business days upon confirmation of your refund for monies to revert to your bank account/card.
DO YOU OFFER FREE RETURNS
At this time, we currently do not offer free returns.
WHAT IS A CLEARANCE / FINAL SALE ITEM?
A CLEARANCE and FINAL SALE item is any product that has been purchased on sale with an additional discount applied and marked SAMPLE and are marked FINAL SALE. This includes ALL of our Evening Gowns in our 'Sale' menu and all of our Bridal Gowns in our 'Designer Clearance' menu or sold as a sample off the floor
Please choose carefully when purchasing a Clearance / Final Sale Item and carefully read the product description which will detail condition. If purchasing online, further photos can be sent upon request for you to see any wear and tear condition.
All ex-display sample and sales stock purchases are final. Archela Bridal does not accept exchanges or refunds. Customer asserts that they are satisfied with the condition of the item by paying for the item, as the item has been inspected, tried on and accepted in the condition as inspected and tried on.
All sample stock are sold at a discount (original price shown and discounted price shown) to account for the sample condition and any minor wear and tear damage that is present from being a sample. Our Alterations team can offer repairs for any wear and tear damage, but all repairs will be charged for and can be quoted for by our Alterations Team.
Please note, that if you do not want to accept the condition of the sample stock and would prefer a new gown with no wear and tear, then Archela Bridal can order a new gown (dependent on delivery times, your required wear date, and stock availability) however the original full price will apply.
CAN I EXCHANGE MY ITEM?
If your item has been purchased online, you are able to you are able to exchange your full-priced item for other size or style if available. If the size or style you are wanting to exchange to is unavailable or has become out of stock, then a credit note will be offered.
Shipping fees for the new item will apply and are calculated at time of checkout. Domestic Shipping rates for new item are $25 for express postage and $20 for standard postage.
For International exchanges, please contact our Customer Support Team at email@example.com
CAN I RETURN AN ITEM PURCHASED ON SALE?
Yes you can! Sale items (not FINAL SALE or Clearance) are able to be returned for a credit note or exchange (where possible and only if the item is in stock). If the item is no longer in stock or we do not have the requested size, a credit note will be offered.
Please note a sale item is different to a FINAL SALE/CLEARANCE Item purchased online or during our Clearance Sale Events and you should read T&C above for these items.
ORDERS PLACED BEFORE PROMOTIONS & SALES
Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorised, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen circumstances.
APPOINTMENT FEE REFUNDS
We offer Extended Bridal Appointments which are paid appointments. We also have Appointment Fees for your Third Appointment.
If you wish to cancel your appointment we require a minimum 2 days notice for weekday appointments (excluding Thursday evening 6-8pm), and 2 weeks notice for Saturday appointments and Thursday evenings (6-8pm).
Appointments that are cancelled (including no-shows) without the required notice, detailed above will forfeit any paid appointment fees.
This information is given at the time of making an appointment and viewable on our appointment booking page within each service option.
For our Private Experience Appointments, a minimum 14 days notice is required to either change the day or request a refund. Appointment fees for Private Experience Appointments are non-refundable for cancellation within 14 days or a no-show.