Shipping policy

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PRE-LAUNCH / PRE-ORDER

Certain items are currently made-to-order (pre-order products). The careful creation of each garment is a time-intensive process; a single dress can take 5 hours of stitching, shaping, and finishing. With our small manufacturing team handling a large volume of orders, please allow the following timelines:

    • 6-10 weeks for your piece to be crafted and processed
    • 1 week for domestic delivery
    • 2 weeks for international delivery

If you wish to cancel your order while it is within the estimated 6–10 week production window, cancellations will be issued as store credit to the value of your original payment. Store credit does not expire and can be applied to any future purchase. This applies to change-of-mind cancellations only and does not affect your rights under the Australian Consumer Law.

If your order has not been dispatched within 10 weeks of your purchase date and you wish to cancel, you are entitled to a full refund to your original payment method. Refunds are processed within 5–10 business days of your request being approved. To request a cancellation, please submit an enquiry via our "Contact Us" page with your order number and we will confirm eligibility.

 

For pre-launch items, these may be made available as pre-order prior to completing the full sampling and production preparation process. As a result, these pieces may not strictly follow the standard made-to-order timelines outlined above.

Note: Delays may occur during high-volume periods, such as sales or major launches. These will always be announced via our website, emails, or socials.

DELIVERY & COLLECTION  RESPONSIBILITIES

Please understand that once a package has been dispatched, the responsibility for timely and successful collection rests with the customer. Regrettably, we do not have control over postal or courier services once the package leaves our facility.

If a delivery attempt fails, we strongly recommend contacting Australia Post and your local post office or courier service, as your parcel may be held with them awaiting collection.

Parcels can be returned to us for reasons including, but not limited to:

    • Failure to collect the parcel after a delivery attempt.
    • Not being present at the delivery address.
    • Failure to pay required customs/import fees.
    • Not responding to a failed delivery notice.

If a parcel is returned to us due to non-collection, you may request it to be re-shipped. Please note that a “re-shipment fee” will apply to cover the cost of sending the parcel again; the re-shipment costs are quoted on a case-by-case basis and calculated based on the item’s size, weight, packaging requirements, and the country from which the parcel is being shipped to. The quote will be issued via email and must be paid before the order is re-dispatched.

If a parcel is returned to us, customers will be notified once the parcel is received back at our facility. If no response is received or no action is confirmed by the customer within 14 days of notification, the order will be automatically refunded less all actual costs incurred; please note that this automation occurs after we have clearly communicated with you regarding your parcel and you have not responded. These deductions may include, but are not limited to: outbound shipping, return-to-sender freight, a handling fee ($5 for domestic orders, $10 for international orders), and any customs or import fees incurred (applicable to international orders). The remaining balance will be refunded to the original payment method. Where "free shipping" was selected at checkout, the outbound shipping cost incurred by us will still be deducted.

Please be aware that we cannot be held responsible for lost, stolen, or undelivered parcels once they are in transit. If you failed to receive a failed delivery notice in time, you must take up a complaint with your local postal service. 

INTERNATIONAL TAXES & DUTIES

Please be aware that your parcel may be subject to import duties and taxes imposed by your local customs authority upon arrival in your country. The amount of these charges can vary based on the value of the goods, their material, and their country of origin.

As customs regulations differ between countries, we are unable to provide an exact estimate of any duties or taxes you may be required to pay. While not all parcels will incur charges, it is your responsibility to familiarize yourself with your country’s import rules to avoid any unexpected fees. 

All customs duties and taxes are the responsibility of the customer (the recipient receiving the package). These charges must be paid upon receipt or pickup of the package, as required by local customs authorities.

If you choose not to pay any applicable import duties or taxes and the parcel is returned or rejected by your local customs authority, we are unable to process a refund for your order. Any costs associated with the return of the parcel, including shipping or handling fees, will remain the responsibility of the customer.

CUSTOMER RESPONSIBILITY FOR SHIPPING DETAILS

It is the purchaser’s responsibility to provide complete and accurate shipping address and contact details at the time of checkout.

Orders returned to us due to incorrect, incomplete, or undeliverable address information (including incorrect postcode, missing apartment/unit number, or incorrect phone/email details) will incur re-shipment fees. Re-delivery will only be arranged once the additional shipping costs have been paid in full.

We are not liable for delays, lost parcels, or failed delivery attempts resulting from inaccurate information provided at checkout.

If an order has not yet been dispatched, customers must notify us immediately to request an address correction. If an order has not yet been dispatched, customers must notify us immediately to request an address correction, however, once dispatched, we cannot guarantee amendments. In such cases, customers are expected to contact Australia Post directly via https://auspost.com.au/help-and-support to request a redirection or delivery update.

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