Returns, Refunds & Exchange Policy

We hope that you love your purchase from Empire Bridal, but if that is not the case please see our Returns & Replacements policy below:

(a) STANDARD ORDERS

In accordance with Consumer Affairs Victoria, Empire Bridal does not accept returns if you have;

  • changed your mind and no longer want the product
  • ordered the wrong product
  • found the product cheaper elsewhere
  • found a better product elsewhere
  • were aware of the relevant fault before buying the product - for example, if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online
  • damaged the product by misusing it - for example, has been worn, ripped, torn, stained
  • used the product for a long time and the problem is as a result of usual wear and tear.

Empire Bridal will however accept exchanges in the form of a credit note on online orders within 7 days of the delivery date (unless faulty).

All standard, non-custom made orders can be exchanged for an online credit. Store credit is valid for 12 months and must be used in full on your next order with Empire Bridal. This credit is not redeemable for cash and any unused credit will become invalid after use or upon expiry unless otherwise stated. All exchanges and orders placed with store credit are final.

 

IF YOU WISH TO EXHANGE AN ITEM YOU HAVE PURCHASED

Please email us at enquiries@empirebridal.com.au and we will assist you with what to do next.  We must be notified of the exchange within 7 days of the delivery date and you have 7 days from our approval date to mail the item back to us, at customers cost.  Otherwise, no exchange will be granted.  Please note all items purchased that require Exchange, must be returned in original condition with tags on.  We will not accept items that have been worn, damaged, marked, stained, tags missing.  If the purchase does not meet our Quality Control process, the product will be returned to you and no credit will be granted.

 

 (b) CUSTOM & PRE-ORDER ORDERS

Any custom OR pre-order purchases are final.  These items are specifically made for you, in the size you have selected and are not typically in held in stock.  Custom orders are any orders made in a custom colour, length, style and/or size (4 - 30).  We are unable to cancel, exchange, or refund under any circumstances.

PLEASE NOTE: Pre-order dresses are made to our standard size charts, and may still require alterations when you receive it. We will often ask for your measurements during the ordering process, but this is only to ensure that you will fit into that standard size. 

 

EXCLUSIONS
Please note that unless the item is faulty, the following items will not be accepted back for an exchange, store credit or refund:(a) items that have been worn, damaged or altered from their original condition;(b) sale items, marked down items, items sold during promotions, jewellery, gift boxes and underwear including spanx and Bras for hygiene reasons; and-(c) Showroom orders where customers have the opportunity of seeing and trying on dresses in the showroom with assistance from our experienced Stylists.

 

IMPORTANT NOTES:

(a) POSTAGE AND FEES
Unless an item is confirmed to be faulty, we regret postage fees and rush fees cannot be refunded. Return postage costs are the customer’s responsibility.

(b) CANCELLATIONS
Our orders are automatically processed so we regret that we are unable to make any changes to your order after placement. Cancellations are not accepted. Please refer to our returns policy on our website.

(c) FAULTY/DAMAGED ITEMS
All our dresses are checked by our quality control team before they are dispatched. However, if your dress arrives damaged or faulty, please contact us immediately by emailing enquiries@empirebridal.com.au and we will resolve this for you promptly! Please be advised that we do not accept return drop offs and our online department is not open to the public. Online purchases cannot be refunded or exchanged in store.