Made-to-Order Returns & Exchanges Policy
What is your returns policy?
Every Kate Anna Kelly dress is individually made to order following your purchase and produced specifically for your order and selected specifications.
Due to the made-to-order and personalised nature of our dresses, we are unable to accept returns, refunds or exchanges for change of mind, incorrect sizing selection, fit preference, styling preference or event cancellation.
All made-to-order sales are final.
We kindly ask that you review all product details, sizing information and measurements carefully before placing your order. If you require any assistance with sizing or measurements, our team will be delighted to guide you before purchase.
This policy does not affect your statutory rights where an item is faulty, not as described or otherwise does not conform with the contract.
Can I exchange my dress?
We do not offer exchanges on made-to-order dresses.
As each piece is produced specifically for an individual order, we are unable to return the dress to general stock and replace it with another size or design.
Please contact our team before ordering if you are uncertain about sizing and we will be happy to assist.
What if my dress arrives and the fit isn’t right?
We strongly recommend taking accurate measurements before placing your order and carefully reviewing our size and measurement guidance.
Where measurements are supplied by the customer, it is the customer’s responsibility to ensure that the information provided is accurate.
A change of mind, personal fit preference or incorrectly supplied measurements does not qualify for a return, refund or exchange on a made-to-order garment.
If you believe your dress has been made incorrectly in relation to the specifications agreed with us, please contact our team as soon as possible so that we can review the matter.
Can I cancel my order?
Our made-to-order process begins specifically for each customer following order confirmation.
For dresses made to your individual specifications or measurements, orders cannot normally be cancelled once accepted and production has commenced.
We therefore ask that you carefully review your chosen design, size, measurements and order details before completing your purchase.
Any rights you may have under applicable consumer law remain unaffected.
What if there is a problem with my dress?
Every Kate Anna Kelly dress undergoes a detailed quality-control inspection before dispatch.
In the unlikely event that you believe your dress has arrived faulty, damaged, not as described or materially different from the specifications agreed with us, please contact us through our contact page with your order number and clear photographs of the issue.
Our team will review the matter and provide the appropriate resolution in accordance with your statutory consumer rights.
Made-to-Order Quality & Final Sale Terms
Every Kate Anna Kelly dress is created with care specifically for the customer who orders it.
Because production is undertaken for an individual order rather than from general ready-to-wear stock, made-to-order dresses cannot be returned or exchanged simply because:
- you have changed your mind;
- you selected the incorrect size;
- measurements supplied to us were inaccurate;
- you would prefer a different style, size or colour;
- the dress does not suit your personal fit or styling preference;
- your wedding, ceremony or event has been changed or cancelled; or
- you no longer require the dress.
Please consider your purchase carefully and contact our team with any sizing or product questions before placing your order.
Nothing within this policy is intended to exclude or restrict any statutory consumer rights that cannot legally be excluded.
