Returns & Exchanges

As your gown is made especially for you to your standard dress size we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault. All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your gown on as soon as you receive it. In the unlikely circumstance you have concerns regarding the manufacturing of your gown, you must contact our Customer Experience Team (cx@graceloveslace.com) within 7 days of receiving your order. If for any reason there is a manufacturing fault, postage will be covered by GRACE. You will need to provide updated measurements and images for our production team before the gown is returned. If you cancel your order between 8 and 30 days from purchasing your gown, the cancellation fee will be $300EUR. This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. After 30 days you will be unable to cancel you order. 

As your gown is made especially for you to your gown size ranges and height, we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault. We ask that you ensure your measurements are correct prior to your lock in date, and we do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault). All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your gown on as soon as you receive it. In the unlikely circumstance you have concerns regarding the fit of your gown, you must contact our Customer Experience Team (cx@graceloveslace.com) within 7 days of receiving your order. If for any reason there is a manufacturing fault, postage will be covered by GRACE. You will need to provide updated measurements and images for our production team before the gown is returned. If you wish to cancel your order before locking-in your measurements, the cancellation fee will be applicable. ​

Should you wish to change your gown you are able to do so prior to your lock-in date; you will need to pay any difference in price, or should the selected gown be a lower price the balance will be provided in the form of a credit note.  ​

If you cancel your order within 30 days of purchasing your MTO gown, the cancellation fee will be $200EUR. If you cancel between 31 days, and your lock in date the cancellation fee is $300EUR. If your lock in date falls before either of these dates then that is your last day you can cancel. This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. Once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production.

As your wedding date is sooner than the standard timeframe it takes to produce a Made-to-Order gown, we are unable to offer returns or exchanges on Priority Made-to-Order bridal items. We ask that you ensure complete and accurate measurements are submitted at the time of placing the order as these measurements are final, and do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault). Once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production.​

You will not be subject to any refund. 

You may exchange your GRACE ready-to-wear purchase subject to adherence to these terms for either an exchange or credit note. For hygiene purposes, this does not apply to earrings. An exchange or credit note is available within 7 days of you receiving your garment. Please contact our Customer Experience Team (cx@graceloveslace.com) to arrange for the exchange or credit note. Once confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas. Items must be in original condition free of makeup, marks and stains, and must not have been worn, altered or washed. Any tags must remain in place. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified timeframe. Please try on the gown after a shower to avoid contact with moisturiser, deodorant or makeup. Additionally, please try on your gown on clean, carpeted or tiled flooring. 

In the event of manufacturing fault, return postage will be reimbursed by GRACE upon receipt and assessment of GLL item/s. However, in the event of a change of mind, you will be liable for any additional postage to return your item and the purchase of the new.

Before purchasing, please consider that all sales are final – we do not accept returns or refunds on online sale items. Any alterations, cleaning or repairs are to be made at your own expense. Your online sale gown will be dispatched within 21 days from the placement of your order. 

Exchanges, store credits or refunds are accepted within 30 days of receiving your item. Please contact our Customer Experience Team (cx@graceloveslace.com) to arrange for your item to be returned. Once confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas. Items must be in original condition free of makeup, marks and stains, and must not have been worn, altered or washed. Any tags must remain in place. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified timeframe.

All items will undergo further quality control upon return. Exchanges, store credits or refunds are only acceptable after the items have passed quality control. If for any reason your item does not pass QC, Customer Experience will contact you with your options.  

You will be liable for any additional postage involved with returning your item/s and in the event of an exchange, you will be liable for the re-shipping cost. However, In the event of manufacturing fault, additional postage will be paid by GRACE.  In the unlikely event of a manufacturing fault, please contact our Customer Experience Team  with images of the fault to arrange a repair, exchange, credit note or refund. Please note that 'Wear and Tear' are not considered as manufacturing fault.

Please note that all exchanges are subject to stock/item availability.

Exchanges, store credits or refunds are accepted within 30 days of receiving your item. Please contact our Customer Experience Team (cx@graceloveslace.com) to arrange for your item to be returned. Once confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas. Please try on shoes on a soft surface before they are worn. We will not accept shoes that are damaged or that show signs of wear. All unwanted items must be returned in their original condition, all packaging and labels must be intact.

All items will undergo further quality control upon return. Exchanges, store credits or refunds are only acceptable after the items have passed quality control. If for any reason your item does not pass QC, Customer Experience will contact you with your options. 

You will be liable for any additional postage involved with returning your item/s and in the event of an exchange, you will be liable for the re-shipping cost. However, In the event of manufacturing fault, additional postage will be paid by GRACE.  In the unlikely event of a manufacturing fault, please contact our Customer Experience Team with images of the fault to arrange a repair, exchange, credit note or refund. Please note that 'Wear and Tear' are not considered as manufacturing fault.

Please note that all exchanges are subject to stock/item availability.

Exchanges, store credits or refunds are accepted within 30 days of receiving your item, excluding earrings. Please contact our Customer Experience Team (cx@graceloveslace.com) to arrange for your item to be returned. Once confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas. To protect your health and the health of others, we do not accept returns or refunds for change of mind on purchases of our pierced earrings.

All items will undergo further quality control upon return. Exchanges, store credits or refunds are only acceptable after the items have passed quality control. If for any reason your item does not pass QC, Customer Experience will contact you with your options. 

You will be liable for any additional postage involved with returning your item/s and in the event of an exchange, you will be liable for the re-shipping cost. However, In the event of manufacturing fault, additional postage will be paid by GRACE.  In the unlikely event of a manufacturing fault, please contact our Customer Experience Team  with images of the fault to arrange a repair, exchange, credit note or refund. Please note that 'Wear and Tear' are not considered as manufacturing fault.

Please note that all exchanges are subject to stock/item availability.

If you are eligible for a refund, all items will undergo quality control upon receipt of the item. Exchanges, credit notes and refunds are only available after the items have passed quality control. If for any reason your item does not pass QC, Customer Experience will contact you with your options.  If, after assessment, your item does not pass our quality control checks, you will not be offered a replacement, repair or refund and we will return the item to you.  

• A refund will only be offered in cases of major manufacturing faults, the existence of which will be determined at the discretion of our Quality Control Manager, after a thorough assessment of your item.  
• In the event of a manufacturing fault, return postage will be reimbursed by GRACE upon receipt and assessment of the GLL item/s. However, in the event of a change of mind, you will be liable for any additional postage to return your item and the purchase of the new.  
• Grace Loves Lace reserves the right to refuse a repair, replacement, or refund if you do not notify us of the fault or issue within 7 days of receiving your order, and/or do not return the item upon request to our studio within 14 days if located in Australia or 21 days if located overseas.

If you have any fit concerns upon receiving your gown, please contact our Customer Experience Team (cx@graceloveslace.com) within 7 days of receiving your gown and our team of alteration specialists will assess your unique situation, we will require images of you wearing the gown and your current measurements. Your gown is made per the intended design and to your size ranges and height, not your exact measurements.   

 Alterations are part of the bridal journey. You may wish to alter your gown to achieve your desired fit upon receiving; such associated costs will be at your expense so please factor this into your wedding dress budget. If your measurements change from what was confirmed at your lock in date, you will be liable for any alteration fees incurred. We are unable to offer in-house alterations, however we can offer advice, guidance, and alteration instructions, should you choose to consult a third-party seamstress. GRACE are not liable for any costs incurred or responsible for alterations completed by a third party.     

GLL do not take responsibility for any adjustments or alterations needed to be made on your gown (unless a genuine manufacturing fault is determined).   

 In the unlikely event of a manufacturing fault, please contact our Customer Experience Team. Upon assessment from our  Quality control team, if a manufacturing fault is found, all costs will be paid by GRACE including shipping. If you decide not to send your dress back to GRACE for any reason, we will no longer be liable.