If you have any questions or require further assistance relating to an online purchase, please contact us on either one of the below:
Our online customer care team is available business days – 9am – 5pm AST. Unfortunately our office is closed on weekends and public holidays. Please note due to the public holidays your enquiry may take longer than usual to respond to. Please allow up to 72 hours for a response while we work through enquiries from the long weekend. If there is anything urgent, please do not hesitate to call.
Please email us with the order # and/or date you ordered and your name to email@example.com Please use this email address as we do not check other email accounts. As we are a very small studio, we may take a few days to reply.
SHIPPING, TURNAROUND, RUSH ORDERS
For made to order products, we hand create your pieces to order and will ship your order in about 5-7 weeks* after purchase using your preferred shipping option (chosen at checkout). The turnaround time is our best estimate and does not include shipping times. Unless arranged prior to purchase, production times are our best estimates and not guaranteed. Additionally, there may be slight differences from piece to piece as everything is handmade. We highly recommend ordering your piece(s) sooner rather than later to ensure that you will receive in plenty of time.
Once you order is dispatched you will receive shipping confirmation, along with tracking details for your order.
When possible, we recommend not waiting until the last minute to order your piece. All our styles are handmade to order with care and attention to detail, so things can take time. If possible, we encourage you to purchase your piece(s) at least 2-3 months before the date in which you will need it as turnaround times can fluctuate and shipping times are variable (unless Express shipping is chosen). If you are an international customer (anything outside AUSTRALIA), purchase at least 3 months prior to the date the item(s) will be needed. Also, if your order is time sensitive, please put your date that you would need it in the comments box at checkout. We cannot guarantee that your order will arrive by your requested date unless you contact us prior to purchase, but we will do our best to get your order out as soon as possible.
We will ship "ready to ship" items in about 1 week or less after purchase (not including shipping time). This is the processing time and not the delivery time. If your order contains both ready to ship and made to order items, the whole order will ship when all items are completed. If you have both "ready to ship" and "made to order" items in your purchase, we will not ship the "ready to ship" item sooner unless you pay for additional shipping costs. This is how we are able to offer combined shipping. Even if an item is "ready to ship", we encourage you to purchase sooner, rather than later as our inventory can fluctuate daily.
METRO & RURAL AREAS
Our express service delivery time frames are based off your location to our warehouse in Melbourne. Metro cites across Australia are an overnight delivery excluding Adelaide and Perth which usually take 2 business days. Rural areas across Australia take anywhere between 3-5 business days.
Based on our experience, we highly recommend purchasing your piece at least 3 months prior to the date you will need your order to arrive. Shipping may take from 2 weeks to 1 month or longer and this does not include the up to 7 week production turnaround. Don't wait until the last minute! We cannot guarantee the delivery time of international orders. We will not be responsible for delivery dates on items purchased in less than 3 months prior to the date needed as there may be unforeseeable customs delays and unpredictable weather related delays. All packages no matter what courier method will be subject to customs. All duties and taxes will be the responsibility of the buyer and not The Bridal Journey. We cannot mark our purchased shipments as "gifts" on customs documents so please do not request this.
QUESTIONS, INTERNATIONAL CUSTOMERS, RETURNS, DAMAGED/INCORRECT ITEMS
Please EMAIL US at firstname.lastname@example.org with your order number and a photo of the fault. Once we receive your request we will arrange a replacement or refund for you.
Please choose your item(s) carefully and email us with any questions prior to purchasing a piece. Due to the delicate nature of the pieces we create, we cannot offer refunds or exchanges at this time. If you receive the incorrect product or if your product arrives damaged (not due to shipping or carelessness with handling), please email us: email@example.com If the item's damage is not due to shipping, you will need to notify us within 48 hours of item receipt and we will repair or replace as needed. After 48 hours of receipt, any damages to the item will fully be the responsibility of the buyer.
You can shop at The Bridal Journey without creating an account.
However, register with us and you'll be able to enjoy the following benefits:
- Track your orders and review past purchases.
- Request a return or exchange directly from your account.
- Add sold out items and products you love to your Wish List.
- Preview our new collections and register your interest for your favorite pieces through our seasonal Lookbook.
- Save your address and card details so you can shop even quicker next time .
We ship from Australia, so if you’re an international customer you are responsible for customs & duties within your own country. For further information, we recommend contacting your local customs office. The Bridal Journey is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
We are currently accepting the below methods as payment:
Yes! We accept rush orders for an additional $50 for a 2 week production turnaround (for made to order items). If the item is "ready to ship" with an estimated 1 week processing turnaround and you want to reduce the processing time, it will need a rush upgrade ($30). Please contact or email us prior to purchase for a rush order so we can ensure that we have room in our schedule to meet your deadline: firstname.lastname@example.org . If you do not contact us to arrange for a rush order prior to purchase so we can arrange a formal invoice with the $30 fee (anything required in less than the maximum turnaround time of 5-7 weeks for made to order and 1 week for ready to ship, not including shipping times), we cannot guarantee that your item will arrive by your requested date.