Vivid Dresses
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Shipping and Returns

Delivery

We know you need your dress and accessories for a certain date and are committed to a speedy delivery of orders!

Many of our dresses are available for immediate delivery, however a large selection does have a minimum delivery period as they are made to order, find out more about our Custom & Made to Order Options HERE (link to /custom-dresses).

You will be able to find the delivery time required under each individual product. Some designs and custom orders may require 10-12 weeks for delivery, however we do have RUSH (expedited) order options available for some styles. If your order is urgent, please ensure you list your wear date upon checkout and contact us so we may prioritize your order.

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 IMMIEDIETE delivery items, please place two separate orders to avoid your entire order being delayed.

The below delivery times do not include 'Special Orders', ‘Custom Orders’ and ‘Pre Orders’.

AUSTRALIAN CUSTOMERS

For orders under 150.00 and for ALL express post orders

  • $13.05 - Standard Post
  • $14.45 - Express Post

For orders over 150.00 AND if standard post option selected

  • Free shipping

You will be able to select your preferred shipping method, Free or Express at the checkout.

DELIVERY TIMES

Estimated Arrival Dates via Australia Post

Regular Post (Free Shipping)

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

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

The rest of Australia (includes Perth & rural areas): Orders placed on a business day > arrives in 5-6 business days.

Express Post (Paid Shipping)

We use Australia Post's Express Service with guaranteed next business day delivery within their Next Day Delivery Network.

Next day delivery is available to customers located in Australian CBD, metro and major regional areas (but excluding Perth metro and all of Darwin) for orders placed before 2pm (AEST) on any business day via Express Post.

80% of residential & commercial addresses are covered within the network. To view Australia Post's Next Day Delivery Network for Express Post Service, click here. *Note - please ensure you select the "National Network" dropdown and not your local state.

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.

For an additional fee we may have other delivery options to get your parcel to you as promptly as possible when you have an upcoming wear date.

Please contact customercare@vividdresses.com.au if there is a longer than expected wait for delivery.

ORDER PROCESSING

We aim to process all orders literally as they come through, as fast as possible!

  • 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.

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

CONFIRMATION AND TRACKING

We ship all our 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.

We aim to have your items to you as swiftly as possible, though we can’t guarantee 100% Next Day delivery in all cases, even though we wish we could. Australia Post is our provider and works extremely hard to get deliveries to all our customers on time, however sometimes there are some situations that can cause unavoidable delays. Goods may not be delivered next day due to circumstances such as adverse weather, strikes, natural disasters, system failures i.e. internet or postal service etc. beyond the control of Vivid Dresses or Australia Post.

DELIVERY TO HOME ADDRESS

If you're not home when the courier attempts to deliver, the courier will leave a slip for you & you will then be able to collect your parcel from the nominated Australia Post office. The collection office will be specified on the slip & it is usually your nearest post office. You will need to present ID to collect the parcel. This is the most secure way to post and all parcels will be shipped this way.

DELIVERY TO A BUSINESS ADDRESS

You may of course, nominate a business address for the delivery of your parcel. Please ensure that you provide a full & detailed address so that the courier can easily drop it off at the right place. Not all couriers are familiar with your work area or reception, so please be specific.

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 around the world and we use the Australia Post International trackable service for all our international orders. International delivery generally takes 3-12 working days with online tracking. Some International destinations incur a higher charge for delivery so please enter your address for correct pricing.

Final shipping charges will be displayed at the checkout.

DUTIES & TAXES

Our local Australian GST will be deducted from the AUD price at the check out so that your purchase price excludes any Australian taxes.

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

PLEASE NOTE: To comply with Australian export regulations we are required to declare the exact value of all items ordered and to mark them as dutiable 'merchandise'. We are also prohibited by law from marking the order as a 'gift', even if the order is placed with the intention of sending to a gift recipient.

CONFIRMATION & TRACKING

We ship all orders using Australia Post's Express Post International Courier service.If no one is at your nominated address, a card will be left for you to collect the parcel from your nearest local post office - the collection post office will be stated on the card (usually your nearest local post office), however this may vary from country to country.

Upon shipping, you will receive email notification & your tracking number. You can track your parcel at the below links for your corresponding country:

  • United States - track your parcel here.
  • New Zealand - track your parcel here.
  • United Kingdom - track your parcel here.

Helpful tips with international tracking

When attempting to track, it is normal to not see any tracking information within the first few business days from the ship date. If you have received our shipping notification email, please rest assured that your parcel is on its way.

If your parcel has not arrived and the full ETA period has elapsed (ETA period commences from the day after you received your shipping notification email), please allow an additional 2-3 business days for your parcel to arrive.

Should you still be concerned about the whereabouts of your parcel, the fastest way to obtain more information is by contacting your local postal service, quote your tracking ID and they will be able to assist you.

  • United States - USPS 1800 222 1811
  • New Zealand - NZ Post 0800 501 501
  • United Kingdom - Parcel Force 0844 800 4466

And of course, if you need our help please email customercare@vividdresses.com.au 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.

LOST PACKAGES

If an item is lost it is the responsibility of the customer to locate the item once it has arrived in the country outside of Australia. If your package is returned to us you will need to pay for shipping again to have it resent out.

Vivid Dresses is not responsible if customers are not notified by their country's postal authority that items are awaiting payment of customs duties and taxes.

We do not accept responsibility for lost orders as a result of third party negligence or otherwise. If your order is lost or missing please email us immediately.

Vivid Dresses will not issue an exchange on item/s that are not received or are lost in transit.

IMPORTANT INFORMATION

On occasion, some shipments may take longer than 10 business days. This will depend on the postal services in your area & there have been some delays noted during extreme weather conditions & "Acts of God".

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

Your order will require your signature upon delivery by your local postal service.

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. We also cannot mark any international order as a 'gift', due to law prohibitions. 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 7 days of receiving the product (excluding Special & Custom Orders*, Jewelry, Accessories, Underwear & Swimwear), for a store credit. Please email us at customercare@vividdresses.com.au 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.

Sale items cannot be returned; however full priced items purchased using a discount code can be returned.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 customercare@vividdresses.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 customercare@vividdresses.com.au

*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 customercare@vividdresses.com.au 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 customercare@vividdresses.com.au

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 customercare@vividdresses.com.au.At 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 customercare@vividdresses.com.au 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 customercare@vividdresses.com.au

OWNERSHIP AND RISK

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