Refund Policy

Refund Policy - the basics

No cancellations are available after your order is placed as your items will be on their way.

Under this policy, you may request an exchange or credit note within 7 days of receiving your item.

Once confirmed, items must be returned within 14 days of receipt. Items must be in original condition (free of makeup, marks and stains) not have been worn, altered, damaged or washed, and have the original tags attached. Customers are responsible for arranging and covering the cost of return of the original item.

In the unlikely event of a manufacturing fault, please contact our Customer Experience team at enquiries@avaharwood.com.au

If you are elegible for a refund, the item/s will be assessed for fault upon our receipt. If an item does not pass quality control for manufacturing fault you will not be eligible for a refund. In the event of an unlikely manufacturing fault, return postage will be reimbursed.

Ava Harwood reserves the right to refuse a replacement or refund if you do not notify us of a fault within 7 days of receiving your order or if you do not return the item within 14 days.

How can I initiate a return/refund?

Step 1: Contact Ava Harwood

As soon as you have received your Ava Harwood wedding dress receipt will be confirmed with Australia Post. The first step is to contact the store and share any important details. The more specific you are the better. Returns must be initiated within seven days of receiving your dress.

Step 2: Make a refund/return request by tapping the order you want to return. Specify the reason you want to return and upload photos/videos and describe the problem. Then confirm returns/refunds information and submit.

When Am I Not Eligible for a Refund/Return?

1. Acts of Nature:

No refund for non-delivery due to sever weather or natural disasters like hurricanes, floods or earthquakes.

2.Courier Issues:

Refunds aren't available when delivery fails because o courier-related problems such as strikes, equipment breakdowns or other operational issues.

3. Address Errors:

If your package cannot be delivered because of an incorrect, incomplete or inaccurate address or postcode, you will not be eligible for a refund.

4. Missed Deliveries/Refused Package:

No refund will be issued if the package is returned because you or anyone acting on your behalf wasn't available to accept it when the courier attempted delivery.

5. Custom-made gowns

Custom-made gowns are not eligible for returns so please provide accurate measurements.

When will I receive my refund?

When the dress has been received by the store in its original condition, refunds can take 1-10 working days to be processed provided all refund conditions are met.
Any due refund will be sent to your original payment method.
Items must be carefully packed and the postage costs for the return package will be paid by the customer.