As your gown is made especially for you to your gown size ranges and height, we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault. We ask that you ensure your measurements are correct prior to your lock in date, and we do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault). All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your gown on as soon as you receive it. In the unlikely circumstance you have concerns regarding the fit of your gown, you must contact Ellie(firstname.lastname@example.org)within 7 days of receiving your order. If for any reason there is a manufacturing fault, postage will be covered by Ellie Atelier. You will need to provide updated measurements and images before the gown is returned. If you wish to cancel your order before locking-in your measurements, the cancellation fee will be applicable.
Should you wish to change your gown you are able to do so prior to your lock-in date; you will need to pay any difference in price, or should the selected gown be a lower price the balance will be provided in the form of a credit note.
If you cancel your order within 30 days of purchasing your MTO gown, the cancellation fee will be $300NZD. If you cancel between 31 days, and your lock in date the cancellation fee is $500NZD. This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. Once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production.
Made To Order
As your wedding date is sooner than the standard timeframe it takes to produce a Made-to-Order gown, we are unable to offer returns or exchanges on Priority Made-to-order bridal items. We ask that you ensure complete and accurate measurements are submitted at the time of placing the order as these measurements are final, and do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault). Once your measurements are locked-in, you will be unable to cancel you order as the gown will have gone immediately into production. You will not be subject to any refund.
You may exchange your ready-to-wear purchase subject to adherence to these terms for either an exchange or credit note. An exchange or credit note is available within 7 days of you receiving your garment. Please contact Ellie Atelier(email@example.com) to arrange for the exchange or credit note. Once confirmed, we must receive your item within 14 days. Items must be in original condition free of makeup, marks and stains, and must not have been worn, altered or washed. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified timeframe. Please try on the gown after a shower to avoid contact with moisturiser, deodorant or makeup. Additionally, please try on your gown on clean, carpeted or tiled flooring.
In the event of manufacturing fault, return postage will be reimbursed. However, in the event of a change of mind, you will be liable for any additional postage to return your item and the purchase of the new.
Before purchasing, please consider that all sales are final – we do not accept returns or refunds on sample sale items. Any alterations, cleaning or repairs are to be made at your own expense. Your sample sale gown will be dispatched within 21 days from the placement of your order.
If you are eligible for a refund, all items will undergo quality control upon receipt of the item. Exchanges/credit notes are only available after the items have passed quality control. If for any reason your item does not pass QC, Ellie will contact you with your options. If, after assessment, your item does not pass our quality control checks, you will not be offered a replacement, repair or refund and we will return the item to you.
- A refund will only be offered in cases of major manufacturing faults, after a thorough assessment of your item.
- In the event of a manufacturing fault, return postage will be reimbursed by Ellie upon receipt and assessment of the Ellie Atelier gowns and veils. However, in the event of a change of mind, you will be liable for any additional postage to return your item and the purchase of the new.
- Ellie Atelier reserves the right to refuse a repair, replacement, or refund if you do not notify us of the fault or issue within 7 days of receiving your order, and/or do not return the item upon request to our studio within 14 days.
If you have any fit concerns upon receiving your gown, please contact Ellie within 7 days of receiving your gown and she will assess your unique situation, Ellie will require images of you wearing the gown and your current measurements. Your gown is made per the intended design and to your size ranges and height, not your exact measurements.
Alterations are part of the bridal journey. You may wish to alter your gown to achieve your desired fit upon receiving; such associated costs will be at your expense so please factor this into your wedding dress budget. If your measurements change from what was confirmed at your lock in date, you will be liable for any alteration fees incurred. Ellie Atelier offers in-house alterations if you want to bring in the gown and veil. However, if you choose to consult a third-party seamstress. Ellie Atelier is not liable for any costs incurred or responsible for alterations completed by a third party.
EA do not take responsibility for any adjustments or alterations needed to be made on your gown (unless a genuine manufacturing fault is determined).
In the unlikely event of a manufacturing fault, please contact Ellie. Upon assessment from her, if a manufacturing fault is found, all costs will be paid by Ellie including shipping. If you decide not to send your dress back to Ellie Atelier for any reason, we will no longer be liable.