Vivid Dresses
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Shipping and Returns

Shipping

We know you need your dress by certain date and are committed to the prompt delivery of all orders! If your order is urgent or required by a specific date, e-mail [email protected] with the item you've fallen in love with, event date and delivery location and our friendly team will provide information on getting it to you as soon as possible!

PLEASE NOTE: PRE ORDERS will automatically be placed on back order until the stock arrives and then it will be dispatched to you. If your order includes both PRE-ORDER and IN-STOCK items, please place two separate orders to avoid your entire order being delayed. Pre-Order delivery times vary per item, please check on the individual items product page for expected time of arrival.

AUSTRALIAN CUSTOMERS

We offer Free Shipping* on all orders over $100.00 via Regular Post, Australia-wide. 

Want your order faster? We offer fully insured Express Post shipping for the fastest possible delivery!

For all orders not applicable for Free Shipping* and for ALL Express Post orders:

  • $13.05 - Regular Post per item
  • $14.45 - Express Post per item

You will be able to select your preferred shipping method, Regular Post (Free) or Express Post at the checkout. Final shipping amount will be displayed at the checkout.

If your order is needed urgently, we can offer Same Day Delivery within Sydney Metro and Melbourne Metro for an addional charge depending on stock location. E-mail [email protected] to find out more about this service.

*Free Shipping is not applicable on Sale items or items purchased using a Sale discount code items and items purchased using Online Store Credit.

DELIVERY TIMES

Estimated Arrival Dates via Australia Post

Regular Post (Free Shipping)

Melbourne Metro Area: Orders placed on a business day > arrives within 1-2 business days.

Sydney, Brisbane/Gold Coast, Adelaide, Tasmania and Canberra, metropolitan areas: Orders placed on a business day > arrive in 2-5 business days.

The rest of Australia (includes Perth & rural areas): Orders placed on a business day > arrives in 3-7 business days.

Express Post 

We use Australia Post's Express Service for the fastest possible delivery within their Delivery Network. Express Post remains our fastest local postal delivery option, but current circumstances mean we can't guarantee next-business-day delivery at the moment.

If you're located outside of major cities or in a rural area, please allow an extra 1-2 business days for your Express Post parcel to arrive.

Please contact [email protected] if there is a longer than expected wait for delivery.

ORDER PROCESSING

We aim to process all orders, as fast as possible! Please note: Items leave the warehouse in 1-2 Business Days.

  • Orders placed prior to 2pm AEST on a business day are sent that same day.
  • Orders placed after 2pm AEST on a business day are sent the following business day.
  • Orders placed prior to 2pm Friday will be dispatched the same day.
  • Orders placed after 2pm Friday will be dispatched the following Monday.
  • Orders placed on weekends are sent the next business day.

Public Holidays: please allow 1 extra business day for your parcel to arrive in the event that a public holiday falls in your delivery window.

*Sale Periods: Please Allow 1 Day Processing for All Orders.

*Flash Sales: Due to high order volume during Flash Sale periods there may be a 24 hour delay in shipping your order. Although rare, please consider this if delivery of your order is highly time sensitive.

TRACKING

We ship all our local parcels via Australia Post. Once your order has been posted you will be notified via email with your tracking number, and you can track your item using the code through the Australia Post site.

Visit http://auspost.com.au/track/ to track your parcel.

Please note, although rare, unforeseeable delays within the Australia Post network can occur which may affect delivery. Please consider this possibility upon making your purchase. Late delivery due to an Australia Post handling error will not be considered as grounds for a refund. 

INCORRECT SHIPPING ADDRESS

Please take extra care when entering your shipping address to ensure it is correct & accurate. In the event that you provide us with an invalid shipping address and as a result Australia Post automatically returns the parcel to us, we will not be held accountable. Any further required shipping to have the parcel sent back to you would be at your expense plus, a flat rate return to sender fee.

ORDER CANCELLATION

Please take care when placing your order. If you decide to cancel your order prior to shipping, our normal returns policy applies, see HERE. You will be issued with an online credit equal to the total value of your purchase in such instances.

INTERNATIONAL CUSTOMERS

Vivid Dresses ships to most destinations worldwide securely and swiftly via DHL Express. For most countries, transit time with DHL Express is just 2-4 business days from Australia. For an estimated delivery time to your destination, email [email protected] and our team will be more than happy to assist. Final shipping charges will be displayed at the check-out.

DUTIES & TAXES

We are required by Australian Law to declare the full value of the goods being shipped as 'merchandise' in AUD  - we are unable to declare a lower value as 'gift', even if the order is placed with the intention of sending to a gift recipient.

Please note that your order may attract import duties or local taxes upon arrival into your destination country. Please familiarise yourself with any such local customs charges that may be applicable before purchasing.

SHIPPING & TRACKING (INTERNATIONAL CUSTOMERS)

We ship all international orders using DHL Express & you will receive tracking details once your has shipped.

You can track your parcel via DHL here: http://www.dhl.com.au/en/express/tracking.html

And of course, if you need our help please email [email protected] and we will respond within 24 hours, often sooner.

Please do not refuse any delivery. Refused deliveries will incur the cost of the original delivery plus the return cost.

IMPORTANT INFORMATION

When orders shipped internationally reach your destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.

Vivid Dresses 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. All prices are in Australian dollars.

RETURNS POLICY

We value all our customers and want you to be happy with your purchase. However if for any reason you feel the need to return your purchase you can do so only on all items item(s) within 14 days of receiving the product (excluding Special & Custom Orders*, Jewelry, Accessories, Underwear & Swimwear), for a store credit. Please email us at [email protected] immediately.

You will then receive an email along with a returns form with details outlining your how to return your item(s).

The item(s) will only be credited under the following conditions; the item(s) must be unworn, unused, unwashed and not altered in any way with all tags, labels and parts still attached. The returned item(s) must be in original, undamaged packaging in a re-sellable condition and as a result please take into consideration, makeup, jewelry, deodorant, and perfume when trying your purchase on, as this will all be considered when the credit is granted. If we feel the returned item(s) does not meet our returns policy the item(s) will be returned to the customer and the decision will be final. If the product is deemed to be in used condition, it will be returned to you and you will be liable for all additional shipping costs. We do not offer refunds based on change of mind. Special Order, Custom Order and Made to Order items cannot be returned or exchanged, in any circumstances. Customers should be aware that when purchasing garments with beading, sequins or embellishments, these could, from time to time fall off. However, this does not mean your item is faulty.

Please note: to ensure you don’t miss out on the piece you are after, we don’t offer merchandise exchanges in the traditional sense - you'll get the right size or color fastest if you simply place a second order. Once we receive your original return, we'll credit your account accordingly. Subsequent delivery charges for all exchange items will apply.

Unfortunately, we currently cannot accept online returns in our boutiques.

Returns are not available for items purchased on sale or with a sale promo code. Please be aware that during peak periods, there may be a delay in processing returns, we apologise for any inconvenience this causes.

Once your returned item(s) has been inspected we will happily issue a store credit for your purchase. The discretion is on the customer to cover the cost of returning the purchase. We will notify you via e-mail once your return has been received and processed.

Once you are issued with a credit note, the value of the credit will be the actual price of the purchase less original shipping cost. Credit notes can only be used at our e-boutique. Please note at Vivid Dresses we can only apply a store credit once. Thus, all transactions using a store credit are final. Shipping charges are non-refundable, unless an item is proven to have a manufacturing fault.

How to receive your Return Authorisation (RA) Number

When you receive your parcel, you will find enclosed your purchase, and an invoice, which includes the Returns information. If you intend to return your item, please contact us immediately by emailing [email protected]com.au or by logging into your account. You will be issued a Return Authorisation Number and a Return Form to send back with your item within 7 days of your delivery date. Returns will not be accepted if not accompanied with an R.A Number.

How to return items using your account

Log into your account and click on MY ORDERS, and select the order number, which contains the item/s you wish to return. Select the item you wish to return by clicking on ‘CREATE A RETURN’ and choose the reason why you would like to send your item back. If the item is faulty, please provide details as to why.Once you have confirmed the return details, we will send you an email confirming your Request for Return. Please note this is ONLY a confirmation of your request.We will assess your 'return request' and, if you are eligible, will authorise your return. If you do not fit within the eligibility criteria, your request will be rejected.

You will receive email notification once your request has been 'Authorised'. The Return Autorised e-mail will contain your RA Number and information on how to return your parcel. This typically happens within 24 hours of us receiving your request.

Returns that have not been authorised will NOT be accepted.

All returns must follow the Vivid Dresses returns process:

Returning an Item:

  • Please include all Returns Information filled out (including Returns Authorisations Number)
  • If you receive a 'Return Authorised' email, please send your order back via Registered Express Post (you must be able to track it, as we cannot take responsibility for problems with postage). Once we receive your order we will mark it as 'received'.
  • Upon receiving your RA# code please ensure your parcel is back to us within 7 days & international customers 15 days (we will be in contact with you once we receive it).
  • We will credit your account with store credit to the value of the item(s) you returned to us once approved!
  • If you purchase two items during the 2 for promotion, and choose to return one item, the item you do keep will revert to full price, and this will be reflected in your store credit.
  • We do not provide 'return labels'.

Please note: This returns policy applies only to products purchased on the Vivid Dresses e-boutique, not in one of our stores. If you have questions about our in-store returns policy, please don't hesitate to contact [email protected]

*Custom, Made to Order and Special orders includes custom sizes, custom colours and custom styles that are made or ordered especially for you and/or are not ordinarily offered for sale.

Store Credit

Valid for 6 months and must be used in full on your next order with Vivid Dresses. This credit is not redeemable for cash and any unused credit will become invalid after use or upon expiry unless otherwise stated. When paying with an Internal Credit, in the payment section of the Shopping Cart you select the 'Internal Credit.' If there is still an outstanding amount to be paid you will need to select Credit Card, Pay Pal or Bank Transfer Payment to complete the order. Any remaining credits will stay linked to your account or returned to you for another 3 months.

Due to the popularity of our ranges, we cannot guarantee that we will have a different size in stock to exchange your item. For this reason any returns will automatically be issued as a store credit that will allow you to revisit our site to either purchase a different item or the same item in a different size (providing it is available)

Log into your Vivid Account and on the dashboard you can view your Internal Credits in 'My Credits'

All ‘exchanges’ and orders placed with store credit are final.

Faulty Items

We take great pride in the quality of our products, therefore all items are thoroughly inspected and go through a series of quality controls before they are dispatched and shipped. Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault has occurred within a reasonable time frame.

Please note: that items which have been damaged as a result of some wear and tear are not considered to be faulty. In accordance with Consumer Affairs, where possible, we will offer to repair faulty items.

If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced. With faulty items as above, please sign into your account to organise the return or e-mail [email protected] immediately and we will resolve the issue as a matter of priority.

For all faulty item queries, which fall outside of our Returns Policy, please contact [email protected]

Please note: This returns policy applies only to products purchased on the Vivid Dresses e-boutique, not in one of our stores. If you have questions about our in-store returns policy, please don't hesitate to contact [email protected] times, Vivid Dresses offers sales and promotions with special return conditions; these will be stated in these terms.

IMPORTANT INFORMATION:

In the unlikely event that the item is inherently faulty, you may return it to us to be assessed. If the item is found to be faulty you may be eligible for a refund if we are not able to repair the item or provide a replacement.

Returns on Custom items

Please note our returns and exchange Policy excludes any custom dresses or styles which have been custom cut or made for you in a colour, fabric and size not ordinarily offered on our website or in store. Custom orders are final and cannot be exchanged or returned.

Returns on Special Order Items

Special Orders are items that are not in stock however can be ordered in or ordered in stock items that can be ordered in different sizes and colours to suit your occasion. The allocated size, colour and style cannot be changed once your order has been processed. All Special Order’s are final and no return is permitted.

Returns on Sales items

All purchases on sale items are considered final and may not be returned or exchanged.

International Returns

Unfortunately, we do not offer returns or store credit on International Orders based on Change of Mind at this time. If you have received a faulty item, please e-mail us immediately at [email protected] and we will resolve the issue as a matter of priority.

What cannot be returned

Sale items cannot be returned or exchanged. Wear and tear cannot be returned. The onus is on the customer to care for the product after it has been purchased, given that some fabrics may require extra care including lace, satin, chiffon, embroidery and fine beading. For hygiene reasons accessories, jewelry, swimwear and underwear cannot be exchanged or returned.

Refund Policy

We strive to ensure that you are happy with your purchase and as such encourage you to contact us with any questions you may have prior to purchasing. We kindly ask to choose carefully as we do not offer refunds in any circumstances, except in the case of faulty items that may not be repaired by us.

Unfortunately, we don't offer refunds on change of mind or incorrect choice of purchase. This also includes changes in events, unforeseen circumstances, cancelations, and incorrect choice of size/colour. Customers, who meet the requirements for a refund by law, will be happily refunded.

Postage and Fees

We regret postage fees and rush fees cannot be refunded. Return postage costs are the customer’s responsibility. We do NOT refund shipping costs for goods returned, unless it is due to a fault in the garment.

PLEASE NOTE: Return shipping of faulty items will be refunded only to the value of shipping charges originally paid.

Cancellations

Once you have placed an order with Vivid Dresses, the order will be processed automatically. Many of our dresses are made to order so once your order has been placed and processed, you are not able to later cancel the order, and your payment will not be refunded due to change of mind or the rise of unforeseen circumstances.

Minor changes on your order may be allowed via email within the first 24 hours of you placing the order and is at the discretion of Vivid Dresses. It is your responsibility to provide the correct information required to process your order. Custom, Made to Order and Special Order items cannot later be exchanged or returned as they are made especially for you and your needs.

Vivid Dresses reserves the right to cancel your order if the product has become unavailable, discontinued or no longer in production. In addition we reserve the right to cancel your order if you have provided unauthorised credit card payments or if you have provided incomplete or invalid personal details required to fulfill your order. Vivid Dresses also reserves the right to change or alter any products featured on our website without any notice.

*International Orders Please choose carefully and read all product details and sizing advise prior to purchasing to ensure you have selected the right garment.

No exchange/refund on international orders.

Please note: This returns policy applies only to products purchased on the Vivid Dresses e-boutique, not in one of our stores. If you have questions about our in-store returns policy, please don't hesitate to contact [email protected]

OWNERSHIP AND RISK

Ownership of and risk of damage in the goods passes to you upon delivery to you at your specified delivery address.