Born for Bridal:
Meet Brooke
Meet Brooke, our amazing Head of Customer Experience and Online Sales, known for her bubbly personality, warm energy, and love for ensuring every bride’s order is perfect from our Australian HQ. From sizing advice to delivery timelines, Brooke shares the most common questions brides ask and how our team helps make the bridal journey feel seamless.
"I oversee both the customer experience and online sales teams globally, which gives me the incredible opportunity to connect with boutique stylists and managers from all over the world. I’ve met so many amazing people, many I’ve never met in person, who I now proudly call friends, from the US to the UK."
I love that our department is like the glue linking every part of the business, from production, inventory, and dispatch to operations, marketing, finance, and retail. Being able to touch every part of the process while helping brides feel supported is incredibly rewarding. Bridal isn’t just about a dress: it’s about confidence, emotion, and creating memories that last a lifetime.
What I love most is being the steady voice during what can be an incredibly emotional season. Brides are making a huge decision, both financially and sentimentally, and I get to provide reassurance and guidance when they need it most. It’s about helping them feel calm, confident, and cared for every step of the way.
"Bridal is so much more than just the purchase of a dress.
It’s about how a bride feels in her own skin, the confidence she carries, the questions she has, the moments of uncertainty, and all the emotions that come with this journey.
"A big part of my role in customer experience is supporting brides before they even place an order, while their gown is in production, and after they’ve received it – making sure they feel informed, empowered, and cared for throughout."
"Bridal is so much more than just the purchase of a dress. It’s about how a bride feels in her own skin, the confidence she carries, the questions she has, the moments of uncertainty, and all the emotions that come with this journey.
"A big part of my role in customer experience is supporting brides before they even place an order, while their gown is in production, and after they’ve received it – making sure they feel informed, empowered, and cared for throughout."
Being able to say, “This is normal. Thousands of brides have felt exactly the same way, and I’m here to support you,” is one of the most special parts of my job. And there’s nothing better than hearing from a bride after her wedding that she felt completely herself and fully supported, knowing our team played a part in making that happen. For me, the purpose of customer experience is simple: to align, inspire, and empower our team to deliver world-class experiences to our brides and to each other every single day.
5 Minutes With Brooke
Give us an insider’s lens into what working at HQ is like. Do you see the design and dispatch processes?
Absolutely! Being at HQ means I get a front-row seat to how our gowns are created, from initial sketches to the final touches before they’re shipped to brides around the world. I see the care and attention every designer, maker, and quality control team member puts into each dress; it’s inspiring to witness.
I also get to follow the whole process closely, working with production and dispatch making sure every gown leaves HQ exactly as intended. Seeing all the moving parts behind the scenes makes me appreciate how much teamwork and dedication go into ensuring that every bride receives her gown looking flawless and on time.
What does your daily schedule look like?
My team and I handle everything from retail sales operational tasks to responding to every bride enquiry we receive and working in the background to confirm measurements and details. We have a 12-24 hour reply window for all messages, which is much quicker than many bridal brands'. It’s a fast-paced environment, but it’s incredibly rewarding knowing that every bride receives personalised guidance and support no matter where they are in the world.
Common Bridal Questions
1. “What size should I order?”
Bridal sizing can feel a little intimidating since it’s very different from standard street sizing, but the number on the tag doesn’t define you. It’s all about finding the fit that’s right for your body.
Our team of global stylists, both in-boutique and virtually, are here to guide you every step of the way, helping you feel confident in your size and offering recommendations tailored just for you. Thousands of brides have felt nervous at this stage, and every single one has walked away feeling amazing in their gown – you will too. You can check out our full sizing guide here.
2. “Will my dress arrive on time?”
One of the most common questions brides ask is about timing, and I love giving them peace of mind. Once your order is placed, I can say with certainty that if you’ve worked with one of our stylists either online, in-boutique, or through a wholesaler, your gown will arrive on time within our timelines.
Whether you’re a last-minute bride or a Type-A planner booking 12 months ahead, we have options and systems in place to make sure your dress arrives when you need it. You’re not rushing. You’re ready.
3. What if my dress needs alterations?
We know every bride’s body is unique, and sometimes minor adjustments are needed for the perfect fit. That’s why we’ve hand-picked skilled alteration partners around the world — trusted professionals who know our gowns inside and out.
Each partner reflects the Grace Loves Lace values, delivering precise craftsmanship and a seamless, reassuring bridal experience. Whether you’re near one of our boutiques or across the globe, you can feel confident your gown will be handled with the same care and attention every step of the way.
4. “What if I don’t feel that emotional ‘yes’ moment?”
Sometimes the “yes” isn’t tears; it’s calm, relief, or the moment you don’t want to take the dress off. The right gown feels grounding, not overwhelming. Trust how you feel in your body, not just how it photographs.
5. What if there’s a manufacturing issue with my gown?
We’re proud to say Grace Loves Lace has a 0.5% return and refund rate due to manufacturing faults, reflecting the care and craftsmanship behind every gown. While perfection is always our goal, if an issue ever arises, our team is here to make it right. You can shop with confidence knowing your gown is in expert hands from production through to delivery.
