Refund and Returns Policy - Ziva Wedding Dresses

Terms & Conditions

Production & Timelines

All Ziva gowns are handmade to order. Production timeframes are provided as a guide only and may be extended if required due to circumstances outside our control. This may include fabric availability, illness, courier delays, or other production-related matters.

Final payment must be received in full before your gown is shipped. This is part of our standard process and helps ensure a smooth and timely delivery.

Custom Orders & Refunds

Every Ziva gown is made to order and created specifically for you. For this reason, we are unable to offer refunds or exchanges for change of mind, incorrect size selection, or measurement discrepancies.

Custom-made gowns cannot be resold. Production begins based on the details you provide at the time of purchase, including measurements and design selections. We encourage you to review all details carefully before confirming your order. If you are unsure, we are happy to assist with guidance prior to confirmation.

Errors in Your Order

While rare, issues can occasionally occur. If an error is identified, we will carefully assess the situation and determine the most appropriate solution. This may include:

Resolving the issue with your existing gown (either through Ziva Wedding Dresses or a local alterations specialist), or
Producing a replacement gown where necessary.

Each case is reviewed individually. Please contact us within 2 days of receiving your gown to report any concerns.

Fabric or Construction Faults

Our quality guarantee covers manufacturing faults in the construction of your gown. If a fault is confirmed, we will cover the cost of repair.

To assist us in assessing the issue, you may be asked to complete a short form and provide clear photos. Please notify us within 2 days of receiving your gown.

Every gown undergoes careful quality checks before leaving our studio. We will never knowingly send a faulty gown. If an issue is identified prior to shipping, we will contact you to discuss available options.

We are unable to take responsibility for damage that occurs after delivery.

Size & Fit

Each gown is made according to the measurements you provide. Ensuring accuracy is your responsibility. We strongly recommend taking photos while measuring so we can help confirm accuracy before production begins.

If you choose a standard size rather than custom measurements, alterations may still be required to achieve the best fit.

Minor fit changes due to natural body fluctuations should be addressed by a local alterations specialist at your own cost.

If incorrect measurements are supplied and the gown cannot be altered, refunds or exchanges are not available. Please contact us to discuss any possible options.

Change of Mind

As all Ziva gowns are made to order, we are unable to accept returns or provide refunds for change of mind.

We understand that choosing a wedding dress is a deeply personal decision, however each gown is handcrafted especially for you and cannot be resold.

Damaged Delivery

All gowns are carefully packaged and shipped using trusted carriers (Australia Post or DHL). If your gown arrives damaged in transit, please contact us immediately with clear photo evidence.

We will assist with lodging a claim with the carrier and discuss next steps based on the extent of the damage and your wedding timeline.

Sale Items

All sale items are final sale and are not eligible for refund or exchange.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.