T E R M S & C O N D I T I O N S
Policies and Procedures
All Maevana garments are made to order in our studio, with perfection in quality with every piece produced. Therefore, there is a no refund /return policy unless the garment is deemed faulty by us. If the garment is faulty it must be:
- In Its original packaging with all tags still intact and attached to the garment.
- Unworn, undamaged, unwashed and not dry-cleaned.
- Returned to Maevana, 255 Queen Victoria st North Fremantle, 6159 WA within 7 days, to be eligible for a refund. Returns after this time frame will not be accepted.
- If a refund is approved, it will be applied via your original payment method.
- Return shipping must be prepaid by the customer and trackable online, to ensure the parcels safe arrival. Maevana is not responsible for the cost of return shipping for faulty garments, or the loss of a return parcel, in which case the refund is void.
- Return shipping is non refundable.
- Maevana takes no responsibility for missing incoming/outgoing shipping and deliveries.
- If you have any queries about sizing and what style of gown will suit your shape, please email us at email@example.com. We will gladly help you pick a size, or discuss our other 'Made to Measure' and 'Toile Fit' services.
- Maevana uses AusPost shipping with tracking for ether regular parcel post, express parcel post and international post. The delivery times specified by AusPost of 3-8 business days vary due the shipping location. These are a best estimate only, and Maevana will not be liable for any delay, loss or damage suffered.
- Please allow 1-3 additional days for locations outside of metropolitan areas.
- Maevana offers an optional $110-$220 express insured shipping service using Express Registered Post via AusPost, whereby you can track your order online. This service includes express postage, insurance, online tracking, signature on delivery and is sent via box not parcel packing.
- Please allow 15-30 business days for all International orders from the sent date. Please note, depending on your Country, not all packages can be tracked once outside of Australia.
- Maevana can not be held liable for any customs duty import tax or fees that may be payable by the client upon order delivery. We cannot control what fees your country may place upon your order and we encourage you to consider this when purchasing from us.
- Orders placed on a weekend day, will be processed within 48 hours of the next business day, unless stated otherwise. Your AusPost Tracking Number will be emailed to you once items have been posted to your supplied address.
- Your order is confirmed once we have emailed you your invoice. We are unable to make any changes to your order after this invoice has been generated. Any order cancellations at this stage stand to forfeit the full cost of the order or any deposits made, this is due to our fabric ordering system and the highly personalised processes at Maevana.
- Orders are posted between Monday-Friday 9am–4pm. Please note that deliveries are not made on weekends.
- Any delivery date or time specified by us is a best estimate only, and Maevana will not be liable for any delay, loss or damage suffered.
TERMS & CONDITION'S
1. Payment and deposit
1.1. The quote provided to you by Maevana Bridal is valid for 30 days.
1.2. A deposit of the garment must be paid within 30 days of receiving a quote from Maevana Bridal. Maevana Bridal will not begin production of your garment until the deposit is paid in full.
1.3. If the garment that Maevana Bridal is creating for you contains lace, a deposit of 50% of the remaining cost of the garment must be paid at the point of the lace purchase. Maevana Bridal will provide an invoice to you at this point.
1.4. The balance of the payment must be paid 14 days before garment pick-up.
1.5. Some custom order design requests will require a $150.00-$250.00 estimate deposit, to account for the resources it may take to compile the design package. This deposit will be subtracted from the final invoice, if you proceed with the garment order.
2. Refunds and cancellations
2.1. We do not offer refunds or exchanges on any of our products, as all of our products are made to order or custom made. We encourage you to work closely with the Maevana Bridal team to make sure that the garment you choose is right for you. If you have any queries about sizing and what style of gown will suit your shape, please email us at firstname.lastname@example.org. We will gladly help you pick a size, or discuss our other 'Made to Measure' and 'Toile Fit' services.
2.2. A refund may only be offered if there is a significant manufacturing fault, the existence of which will be determined by the Maevana Bridal team after careful inspection of the garment.
2.3. You may cancel an order up until we begin work on your first toile fitting or your fabric has been ordered, whichever comes first, and receive a refund of any deposit paid. Cancellation at this stage will incur a $250.00 - $750.00 administration fee.
2.4. The cancellation of an order after Maevana Bridal begins work on your first toile fitting, or your fabric had been ordered, whichever comes first, will result in the forfeiture of any deposits paid.
2.5. The cancellation of an order after your first toile fitting but before the final toile fitting, will result in the forfeiture of the order, any deposits paid and require the payment of any additional production costs already performed on the order. If production on your order has commenced at the time of cancellation, you will be required to reimburse Maevana Bridal for any expenditure such as labour costs or fabric purchased. Any fabric, material or products remain the property of Maevana Bridal.
2.6. If you cancel an order after your final toile fitting, you will be required to pay the final invoice, in full. Any fabric, material or products remain the property of Maevana Bridal.
2.7. All sample gown sales are final on the day, no exchanges or refunds offered at any time.
3. Postponement of an event
3.1. Maevana bridal will not be held liable for any further labor costs that may arise due to fit, taste or design preference changes that may occur after the postponement of an event. These additional costs are at the discretion of the Maevana Bridal team and will be included in the final invoice for your garment.
3.2. In the event of a postponement, the agreed price is valid for 9 months from original scheduled collection/wedding date. Wedding date postponements leading to manufacture delays beyond 9 months may incur additional fees.
3.3. In the event of a postponement, ownership of the garment remains with Maevana Bridal until the final invoice has been paid (including any additional costs).
3.4. We do not offer deposit refunds if your event has been postponed or canceled. All orders placed are final, and cannot be altered due to change of mind. An order is considered final once the first deposit is payed.
4. The fitting process
4.1. A custom order garment will require, at a minimum, three toile fittings and two silk fittings (five fittings in total). More complicated styles may require additional fittings.
4.2. The total number of required fittings will be at the discretion of the Maevana Bridal team and will be included in the final invoice for your garment.
4.3. You are responsible for attending any requested fittings at the agreed time, at our Studio.
4.4. You must bring the requested undergarments or accessories to each fitting (e.g. the bra or pair of shoes to be worn on your wedding day), as we will be building the fit of the garment around those undergarments or accessories. Maevana Bridal will not be responsible for any issues that may arise from your non-compliance with this request, such as a bodice refit or shoe change, and any extra labor that is required will incur an additional cost. This will be at the discretion of the Maevana Bridal team and will be included in the final invoice for your garment.
4.5. In the event that Maevana Bridal is unable to deliver an order due to non-compliance with the necessary fitting schedule, or a request to bring necessary undergarments or accessories to a fitting, Maevana Bridal will not be obligated to deliver that portion of work within the previously agreed time frame.
5. Custom order bridal gown and event wear alterations
5.1. During and after the fitting process, any amendments made to the original design may incur an additional cost to the original quote. This will be at the discretion of the Maevana Bridal team and will be included in the final invoice for your garment.
5.2. Once your garment is completed, any requested alterations will incur an additional cost. This will be at the discretion of the Maevana Bridal team and will be included in the final invoice for your garment.
5.3. We cannot be held liable for any loss or damages that may occur to any order that is being altered.
5.4. We cannot be held liable if you are unsatisfied with any alterations made to your order.
6. Collection bridal gowns and event wear alterations
6.1. Our collection bridal gowns and event wear garments are cut to standard sizes or made to measure. This means that Maevana Bridal uses a standard pattern and your measurements to create the best possible fit, without changing the pattern. Maevana Bridal does not guarantee a perfect fit on these garments
6.2. Any requested alterations to these garments will incur an additional cost. This will be at the discretion of the Maevana Bridal team and will be included in the final invoice for your garment.
6.3. Our collection bridal gowns and event wear pieces are handmade, not mass-produced. Slight variations are to be expected.
6.4. We cannot be held liable for any loss or damages that may occur to any order that is being altered.
6.5. We cannot be held liable if you are unsatisfied with any alterations made to your order.
7.1. All materials and fabric purchased are the property of Maevana Bridal, and remain with Maevana if an order is canceled at any point.
7.2. Maevana Bridal may purchase contingency fabric for each order. Any fabric remaining once the order is completed is the property of Maevana Bridal.
8. Labour shift
8.1. Maevana Bridal reserves the right to outsource any part of the manufacturing process to a tailor or seamstress outside of the Maevana Bridal house. All tailors and seamstresses are vetted by Maevana Bridal and are of the highest quality.
9. Designs and intellectual property
9.1. All custom order designs remain the intellectual property of Maevana Bridal. Maevana Bridal reserves the right to use these designs for future custom order clients and include these designs in current and upcoming collections.
9.2. All custom order design packages, including sketches, moodboards and detailed quotes, are confidential and subject to copyright. No part of the design package can be copied, reproduced, replicated or published without Maevana Bridal’s permission.
9.3. All Maevana Bridal garments are subject to copyright. No garment may be copied, reproduced or replicated without Maevana Bridal’s permission.
10. Rights to work, ownership and use
10.1. Maevana Bridal will not be responsible for the suitability of a garment for use outside of its intended purpose.
10.2. Maevana Bridal has rights of ownership to any photo/s or video/s taken in the Maevana Bridal studio. By agreeing to these terms and conditions, you give your consent for Maevana Bridal to publish any photo/s or video/s on any Maevana Bridal social media platform, our website or other platforms.
10.3. Maevana Bridal has the right to document, photograph or otherwise record all stages of the order process, and to reproduce, publish and display any of those records for promotional purposes. Maevana Bridal will not post any images of your finished garment until after your wedding day.
10.4. Maevana Bridal will not be responsible for any distress or damages caused by your garment being seen by other people either visiting the studio, on social media platforms, our website, or other platforms.
11.1. Formal communications about your order or appointments will be via email.
11.2. Maevana Bridal will only communicate directly with you, to prevent any misunderstandings. We will not communicate with any third parties on your behalf.
11.3. Maevana Bridal will endeavour to respond to your email enquiries as quickly as possible but because of the nature of our business, we are not always at our email and available for correspondence. Maevana Bridal may respond to your email enquiries within any given weekday, within business hours.
11.4. Maevana Bridal will not be required to reply to every email query received. Some queries will be better addressed at upcoming studio meetings and via emails at a later date.
12.1. Maevana Bridal will not be responsible if our suppliers do not deliver materials on time. Every effort will be made to provide an appropriate replacement in this unlikely event.
12.2. Custom order garment fabrications may vary slightly from the original sample in colour, due to variations in dye lots. Maevana Bridal can’t be held liable for any variations in colour.
12.3. A garment left on our premises once it has been completed and is ready for pick up, is left at your own risk.
12.4. Please check your garment/s carefully. Once they leave the Maevana Bridal Studio, they are no longer the responsibility of Maevana Bridal.
13. Shipping Terms
Notwithstanding the delivery times stated in the Shipping Information:
13.1. Maevana cannot guarantee that delivery will occur within the delivery time frames;and
13.2. Maevana is not liable for any loss, damage, cost, expense or injury you or any third party suffers as a result of a change in delivery times or a delay in delivery;and
13.3. Once delivered, you must inspect the Items and ensure the Items delivered match your order and are in good condition. You must let us know about any damaged,missing and incorrect Items within 7 days, to receive the appropriate course of action. Past 7 days, Maevana is not obliged to issue replacement products for any reported discrepancies;and
13.4. Please consider any taxes or exchange rates payable upon pick up or delivery of your order, within your country. Maevana will not be held liable for any international external country fees, taxes or exchange rates on any international orders.
14. Event wear Order & Refund Terms
14.1. When we accept an Order, it constitutes an agreement by Maevana to supply the nominated products. However, Maevana reserves the right to reject the order for any reason, at any time.
14.2. If an order is rejected, we will notify you of the reason for rejection via email or phone, as soon as reasonably practicable. Maevana will not be liable for your loss or that of any third party, for the rejection of an order. If your payment for the rejected items has already been processed, we will refund any money paid.
14.3. An order cannot be cancelled or changed unless agreed to by Maevana. Check carefully that the order is accurate before you finalise payment.
14.4. Delivery Fees will not be refunded if you return Items, or if you made an incorrect selection, including incorrect size, colour etc.
14.5. If Maevana processes a refund under these Terms, we will process the refund as soon as reasonably practicable. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund. Maevana is not liable for any loss, damage, cost, expense or injury you or any third party incur as a result of any delay in processing your refund.
15. Force majeure
15.1. Maevana Bridal is not liable for damage that may occur to your garment/s (directly or indirectly), which arises out of any circumstances that are not within our reasonable control. If such circumstances occur, we may delay or cancel delivery of the garment.
15.2. The circumstances which are taken to be beyond our reasonable control include, without limitation, strikes, lock‑outs, accidents, war, virus, fire, flood, explosion, shortage of power, breakdown of plant or machinery, shortage of raw materials from normal source of supply, act of God or any order or direction of any local, state or federal government, government authority or instrumentality.
15.3. We are not obliged to remedy such circumstances. We are especially not obliged to settle any strike, lock‑out or any other kind of labour dispute.
15.4. Nothing in this clause releases you from any obligation to pay us in accordance with these terms and conditions, or otherwise comply with those terms and conditions.
16. Health and safety
16.1. Maevana Bridal complies with all health and safety laws, directives, rules and regulations.
16.2. In accepting these terms and conditions, you agree to not expose any of the Maevana Bridal team to severe illness, or request the team to do anything illegal or unsafe.
16.3. Maevana Bridal will not provide services in any location or area we deem to be unsafe, including, but not limited to, areas affected by communicable diseases, quarantined areas, or other similar occurrences. Under any of these circumstances, Maevana Bridal may end service coverage immediately and/or leave the area. Maevana Bridal will be entitled to retain all monies paid will not be held liable for an incomplete order, or for a lapse in the quality of Maevana Bridal work.
17. Failure to perform services
17.1. In the unlikely event that Maevana Bridal is unable to perform work due to illness, injury, acts of God, or other unforeseen circumstance beyond Maevana Bridal’s control, Maevana Bridal will attempt to refer your garment to another professional designer, tailor or seamstress, from the network of designers, tailors and seamstresses maintained by Maevana Bridal.
17.2. Maevana Bridal will not be responsible for the services provided by a replacement designer, tailor or seamstress, and will not be liable if the designer, tailor or seamstress fails, in whole or in part, to perform the work.
17.3. If another professional designer, tailor or seamstress is not available, or you don’t agree to transfer of obligations to the alternate professional, Maevana Bridal will issue you with a refund or credit, based on a reasonably accurate percentage of the services provided to date. You will not be required to comply with any further payment obligations.