Returns & exchanges
The information provided below is for brides who have purchased their Olivia Waters Couture (OWC) gowns via our online store or from our Melbourne studio. If you have met with our team at our studio you will be provided with our welcome pack from our team.
Dresses and separates
To keep with our sustainable focus, our collections are made to order for our clients, our process of creating your order begins at the time we receive confirmation of your order. As our dresses and separates are handmade, we are unable to accept any returns, refunds, or exchanges for online orders or purchased through our studio. It is recommended that our clients take careful consideration when purchasing an item, if you have any questions please contact us to assist you with choosing your size and style.
Found a fault
OWC has taken pride in implementing quality controls for each item that leaves our studio before it is shipped to you.
With online orders, OWC will only offer a refund in the case of major faults, these will be determined at the discretion of the Manager after the items have been thoroughly assessed.
To be eligible for an exchange, return, replacement or repair, all items must be returned to our studio in their original condition and must not have been worn, altered or washed. Tags must remain in place and all items must be returned in their original packaging.
If you believe that your items contains a fault, or is not what you ordered:
Please contact us with your order number, photos of the item, and a detailed description and explanation of the fault and/or issue within 5 days of receiving the item.
In the event that we are unable to resolve your concern via email or telephone, it may be required that you return the item to our studio for our Manager to carefully assess the item upon its return.
In order to be eligible for a refund, repair or replacement, all items must be postmarked to our Diggers Rest Studio within 14 days of receiving the items.
OWC items are made from fabrics that are made from recycled materials and ex-designer excess fabric stock, for this reason, some items may be made from natural materials and natural flaws in the fabric and slight abnormalities in the laces, embellishments (including one or two beads loose and/or missing), the possibility of a slight inconsistency in the weave or colour of the fabrics will not be considered faulty by OWC. Variations such as these are consistent with the process of a unique hand-made item. These are what make each item individual and unique for you.
If we have assessed the item as faulty by our Manager, or we made a mistake, we will replace or repair your item. Postage for your replacement item will be waived. However, OWC is not able to refund international duties and/or taxes. As noted on our shipping page it is recommended that you contact your local customs office.
If no fault or mistake is assessed by our Manager and it passes our checks, you will not receive any replacement, repair or refund. The item will be returned to you at your expense, including any additional shipping and customs charges, if applicable.
In the event that you do not notify us of the fault or issue within 5 days of receiving the item, and/or do not return the item upon request to our studio within 14 days of receiving the item, then Olivia Waters Couture reserves the right to refuse a repair, replacement or refund.
As we are not able to control the service provider you return the goods through, we are unable to accept liability for the loss or damaged of the returned items during shipping.
If you have any questions regarding the above, please contact us prior to placing your order so we can clarify them with you.