Vivid Dresses
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FREQUENTLY ASKED QUESTIONS

GENERAL

I'm not sure how to make a purchase?

Shopping at Vivid Dresses is simple and easy! By using our drop down menu at the top of each page, you can search by category (TRENDING, SHOP ALL, SHOP BY DESIGNER, SHOP INSTA, ACCESSORIES OR SALE) or check out whats NEW IN!

When you find the item you want, simply select your colour and size and 'ADD TO CART'. Your shopping cart will appear on your screen, giving you the option to 'PROCEED TO CHECKOUT' or 'CONTINUE SHOPPING'. Selecting 'PROCEED TO CHECKOUT'  will take you to the 'CHECKOUT', from there, you can enter all your details to finalise and place your order!

Is there a promo code for first time buyers?

Unfortunately not. 

I've forgotten my password! What should I do?

Navigate to the 'SETTING' three bar menu in the top right hand corner and select Log In, then select 'Forgot your password?'. If you do need further assistance, feel free to email us at customercare@vividdresses.com.au.

Do you offer lay-by?

We do not currently offer lay-by online.

Which payment methods does Vivid Dresses accept?

We accept Visa, MasterCard and American Express credit and debit cards as well as PayPal.

Is it safe to pay via credit card online?

Absolutely! We offer a very secure service when it comes to the checkout process! Everything is encrypted and protected using the eWay Payment Gateway.

How do I use a promotional code?

Once you’ve reached the checkout stage, enter your promotional code into our discount code field, enter the correct code and click ‘Apply’. If the code is valid, your discount will be applied! Please note, only one promotion/discount code is redeemable per order.

My promotional code doesn’t work?

If you are having any trouble at all with your promotional code, please email us straight away at customercare@vividdresses.com.au.

Are prices in AUD?

Yes, all our prices are listed in AUD by default. 

What is the exchange rate for overseas purchases?

We charge you for your order in Australian dollars. Your card provider will apply the exchange rate when your card is charged.

How can I exchange or return an item?

You can find our Return Policy by clicking HERE.

Do you have seasonal sales?

Throughout the season, we will offer seasonal sales as well as flash promotions!

The best way to keep up to date with all of these exciting initiatives is to subscribe to our newsletter, which you can do by creating an account or at the bottom of each page or by following us on social media on Facebook and Instagram!

Where are you based?

We are based in Melbourne, Australia.

How do I connect with Vivid Dresses?

Vivid Dresses loves to share and inspire via Social Media. We currently have Facebook (@VividDresses) and Instagram (@Vivid_Dresses). Follow us for the latest new arrivals, pre-orders as well as photos of our #VividGirls! Please share photos of you or your event/wedding by tagging us on Instagram, posting to our Facebook timeline or sending us a Direct Message on Facebook or Instagram.

I purchased a Vivid Dresses item and want to be featured?

We love seeing our beautiful #VividGirls in their garments, so tag @Vivid_Dresses on Instagram, Post to our Facebook or Direct Message your images on Instagram or Facebook to share the love!

Do you have a newsletter?

For up to the minute updates and promos, join our mailing list below!

What is your Privacy Policy?

We treat your details with the strictest confidence. We store any personal information that you give to us securely, using high-level SSL encryption technology. To view our Privacy Policy, click HERE

CONTACT

How can I contact you?

Visit our Contact page HERE or by e-mailing us at customercare@vividdresses.com.au. We endeavor to respond to all enquiries within 24 hours.

ORDER INFO

Do I have to create an account to place an order?

No, you are welcome to checkout as a guest. However, we do encourage that you do create an account with us so we can retain your information so that your next purchase is quick and easy! We have made sure that the checkout process is minimal, fast and pain free!

Creating an account is quick and easy! Having an account with us also means you can:

  • Review and track all past orders.
  • Utilize online store credit, should you wish to return your purchase.
  • Save your address to make future shopping trips even easier!
  • Manage your account details with ease and confidence, including address and email preferences.

You can create an account HERE.

What size should I order?

We know it can be a bit difficult to know what size you are, especially as many of our designers use their own unique sizing scheme. To help you figure out your size, each designer will have their size chart located HERE, so you can determine your selection easily! Please contact customercare@vividdresses.com.au if you'd like assistance with this as we are more then happy to help recommend the best size to select!

How do I know if an item is in stock?

Please select your preferred colour and size from the available selection to see if it is stock! (except Custom & Made to Order garments)

Please note that until you finalise your purchase, the item may no longer be available as another customer can purchase your item/s at the same time. We do not reserve stock that is held in your shopping cart.

Items marked as Sold Out are unfortunately not available for purchase on the website, but please don't hesitate to contact us, as they may be available as a Special Order, available for Pre-Order shortly or restocked at a later date.

If you do see any other piece on our site that you would like to know more about, please email customercare@vividdresses.com.au and we will answer your query!

The item/size I want is out of stock. Will you get more in?

It is very likely that we may be able to order in your item! Very often we restock items that have sold out if there is demand. Please contact us regarding any out of stock queries via e-mail at customercare@vividdresses.com.au.

However please note that if the item states in the description that it is discontinued or if the item is on sale, unfortunately in most cases we will be unable to order it in.

What does "Pre Order" mean & how does it work?

Pre Order simply means that the item is not yet available for shipment in our warehouse as it has not yet arrived. Items purchased on pre-order may take between 1-6 weeks to be delivered. Each pre-order item will have a unique estimated delivery date listed in its description. These dates are only approximate and are subject to change. Please contact customercare@vividdresses.com.au if you require an item by a particular date as we may be able to expediate delivery.

All items ordered alongside a Pre-Order item will be held back with the order, unless processed separately. Having a pre-order item amongst other items in your order will hold back the delivery. If you require part of your order immediately please order the pre-order item as a separate transaction. Further information on Pre-Order can be found HERE.

Please note: Delivery dates included in the description of items are approximate and subject to change. If you would like accurate dates for shipment on Pre-Order items, please e-mail us. The shipping window stated reflects when the item will be shipped out - you need to allow a few days for it to arrive depending on your selected shipping method.

If an item is a Pre-Order item, how long does shipping take?

The delivery time for pre-orders appears on the item’s product page in the description. This is a general estimate as sometimes items can be in a delayed shipment. Please plan accordingly as we do try our best to accommodate you but can't always guarantee the exact date.

Can I add items to an existing order?

Once an order has been finalised and placed, it is not possible to add any items to this particular order. You will have to place a new order. This can be done immediately.

How can I check the status of my order?

You will receive e-mails at various stages of the process to let you know how your order is progressing. Once your order is dispatched from our warehouse, we will email you with a specific tracking number for your order, which you can track easily and securely!

Delivery timeframe guidelines for Australia wide orders can be viewed HERE and international orders HERE. Please keep in mind that during sale and peak periods, there is up to a 24-hour maximum processing time on all orders.

Click HERE to view your order status (you will need to login to your account first).

If you need to contact us for any reason relating to the whereabouts of your order, please email customercare@vividdresses.com.au.

When will I receive my order?

The delivery time depends on your location and the shipping method selected at checkout. Further shipping information can be found HERE.

Our delivery guidelines only apply to standard in-stock orders and do not include: PRE-ORDERS or SPECIAL & MADE TO ORDER GARMENTS. These will take longer to be delivered and vary per item and whether RUSH DELIVERY has been selected (Applicable to some items only. Special & Custom Items Only. Delivery information for these items can be found on the individual product page in the description or by e-mailing customercare@vividdresses.com.au).

Please contact us via e-mail at customercare@vividdresses.com.au for further information.

How do I know you've received my order?

Upon completing your order, you will be sent an e-mail (to the e-mail address you gave us during the checkout process), confirming that you have placed your order with us. Another will be sent confirming your delivery. Once you have received your order number, then the order has been placed on our system.

RETURNS/EXCHANGE

What should I do if something is wrong with my order?

If you received the wrong item, if something is missing from your order or you have recieved a faulty item, we are sorry! Please email us straight away at customercare@vividdresses.com.au and we will sort it out for you as a matter of urgency.

What if my purchased item doesn't fit or if I don't like it?

We have a 7 day return policy (excluding Custom, Special Order or Made to Order items) which you can read more about HERE

Do I have to pay postage for a return?

Yes, you will need to cover all postage costs unless Vivid Dresses has sent you a faulty item or has made an error. You can fine further information on Shipping & Returns, HERE.

Can I return an item to your physical store?

Unfortunately not!

How does a online credit note work?

When you return an item and your return is approved, your account will be credited to the value of your order less shipping. In order for us to issue online credit to you, you are required to have an account with us, even if you completed your original order as a guest. You can create an account HERE. Ensure you are logged in to your account when planning to use your online store credit! At the checkout, select 'Use Store Credit' to use your available online store credit (your available credit amount will be shown next to the tick box). If your online store credit amount exceeds your order value, the remainder will stay on your account to be used on your next purchase. If your order value exceeds your online store credit, you will be required to select a second payment method to complete payment. If you have any questions in regards to your online store credit, please e-mail customercare@vividdresses.com.au.

SHIPPING

What are the delivery charges?

All of our delivery information can be found HERE.

Do you deliver to business addresses or PO Boxes?

Yes, we do deliver to businesses throughout Australia and Internationally and we do deliver to P.O. Boxes in Australia only. Please provide us with the best daytime delivery address for your order; we cannot change these once the item has been dispatched.

What countries do Vivid Dresses ship to?

Vivid Dresses ship to over 150 countries worldwide!

To find out if we ship to you, please email customercare@vividdresses.com.au.

Will I have to pay any duties and taxes on top of my order when shipping outside of Australia?

Vivid Dresses unfortunately cannot be held responsible for any possible duties and taxes, which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees, which may be imposed, will rest with the customer.

Please contact your local customs offices if you would like to seek more information regarding taxes and duties. We also unfortunately cannot mark any international order as a 'gift', due to law prohibitions.

Does Vivid ship to multiple addresses?

Unfortunately, we are unable to ship to multiple addresses. If you need to send items in your order to different addresses, i.e. for a gift, we suggest you place separate orders for each item. We hope this doesn't cause too much of an inconvenience!

Can I pick up an item from your warehouse or retail store?

Unfortunately not, however you are able to collect in-stock online orders from our South Yarra store in some cases by e-mailing customercare@vividdresses.com.au to arrange collection.

How will I know my order has been shipped?

Once we have shipped your order we will send you out a shipping confirmation e-mail to inform you of this, tracking details will be provided in this e-mail.

What if my order is not delivered on time?

In the very unlikely event that we cannot ship out your order within the stated delivery time, we will endeavor to ship it as soon as possible, and if this does not suit, you may request an online store credit or refund. In cases in which you have paid for express shipping and your order is delayed, we will happily refund your express shipping costs. We are not responsible for delays in delivery by our shipping provider, however this is very rare.

What if my package does not arrive?

If your package is taking longer than you expect. Please email us straight away at customercare@vividdresses.com.au. We will find where your package could be.