2. Return & Refund Policy

This policy is designed to comply with Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (the “no-fault” 7-day cooling-off right for online purchases) and the relevant provisions of the Consumer Protection Act 68 of 2008.

2.1 Standard 7-Day Return Window

You may return an eligible item within 7 (seven) calendar days of the date you receive it, without needing to give a reason, subject to the conditions below.

•           The item must be unworn, unwashed, unaltered and undamaged, with all original tags, hygiene liners and packaging intact.

•           Bridal gowns and formalwear must be returned free of make-up, perfume, deodorant, self-tan or odour marks; items showing signs of wear or handling beyond trying on may be declined.

•           Proof of purchase (order number or receipt) must be provided.

2.2 Items Excluded from Return

Because much of our range is produced or personalised specifically for you, the following are final sale and cannot be returned for change of mind, in line with the customised-goods exclusion recognised under ECTA and CPA:

•           Made-to-order and made-to-measure bridal gowns and outfits cut to your submitted measurements

•           Altered, hemmed or otherwise tailored items (whether altered by us or on your instruction)

•           Cut fabric, trims, lace and beading sold by the metre/yard or as remnants

•           Earrings and other pierced/intimate accessories, for hygiene reasons, once the seal is broken

•           Items marked “Final Sale” or purchased on clearance/promotional markdown

This exclusion does not affect your rights in respect of defective or materially different goods — see clause 2.6 below.

2.3 How to Initiate a Return

•           Email [email protected] or use the “Returns” form on the Website within 7 days of delivery, quoting your order number.

•           We will confirm eligibility and issue a Return Authorisation Number (RAN) along with the return address.

•           Pack the item securely in its original packaging with the RAN clearly marked on the parcel.

2.4 Courier & Return Shipping

Once your return is authorised, you are responsible for arranging and paying for the return courier back to us, unless the return is due to our error or a defective item (see clause 2.6).

•           You may use our recommended courier partner (a return waybill can be generated on request, with the cost deducted from your refund) or your own courier of choice.

•           Goods remain your responsibility, and at your risk, until they are received and inspected at our returns facility — we recommend using a tracked, insured service.

•           We are not liable for items lost or damaged in transit back to us if you arrange your own courier.

2.5 Restocking Fee & Refund Amount

A reasonable restocking fee of up to 15% may apply to eligible change-of-mind returns where permitted by law, depending on the handling required.

A restocking fee of 10–15% of the item’s purchase price will be deducted from your refund to cover quality inspection, repackaging and handling of returned bridal and occasion wear. The exact percentage applied depends on the product category and will be confirmed when your Return Authorisation is issued.

•           Original delivery/shipping charges are non-refundable, except where the return is due to our error or a defective item.

•           Refunds are issued to the original payment method within 30 days of us receiving and approving the returned item, in line with ECTA Section 44.

•           Store credit or an exchange can be offered instead of a cash refund, at your request, without the restocking fee being applied.

2.6 Faulty, Damaged or Incorrect Items

If an item arrives damaged, defective, or different from what you ordered, this is not treated as a change-of-mind return. In line with your rights under Section 55/56 of the CPA:

•           Notify us within 7 days of delivery with photos of the issue and your order number.

•           We will arrange a free collection or reimburse your return courier cost.

•           You will be offered a full refund, replacement or repair, at your choice, at no additional cost — the restocking fee does not apply.

2.7 Exchanges

Size or colour exchanges (where stock allows) can be requested within the same 7-day window under the same condition requirements as clause 2.1. Exchange shipping is charged at standard courier rates unless the original item was faulty.