Online Boutique FAQ

Once you have decided on your wedding dress, the next step is to take your body measurements. Learn about taking your body measurements here. Once you have this information you can order your dress through our website, making sure you choose the gown size that best matches your body measurements compared to our size chart. You will need to include your body measurements, wedding date and any additional notes during the checkout process to successfully place your order. Once you have placed your order one of our stylists will be in touch to confirm your order specifics and to set a delivery date with you.

Whilst we do not ship internationally through our online boutique,

We do have a range of stockists across the globe and they can order your gown for you.

To find your nearest stockist click here

If you are located in a country that has no KWH stockist, we can manually process an international order in AUD$ via hello@karenwillisholmes.com
*Please note that any international order does require the receiver to pay additional shipping, global duties and import taxes that are charged by the destination country.

BESPOKE & ELOPE collection – Gowns are sold in sizes AUS/UK 4 – 20. Some of these gowns can be made as a split size

LUXE collection – These gowns are ready-to-wear and are sold from stock in sizes AUS/UK 4 – 16.
Availability of dresses are on a first come first serve basis. If the gown in your size is sold out, please contact us for additional options as we may not restock the style.

In order to determine your gown size, please take your body measurements. We recommend asking a friend to assist you to take your measurements. We have created a sizing guide to assist you with taking these measurements accurately. Our online stylists are available to assist you with determining your gown size via email, live chat or a personalised virtual appointment. We are here waiting to assist and help you!

We recommend you order based off the size that most of your measurements fall into or is most relevant to your largest measurement. It is much easier to take a gown in, than to let a dress out. Please contact us with your measurements and we can assist you in determining the most appropriate size.

ELOPE collection – Wedding dresses from this collection are made to a standard length – 117cm / 46 inches from the waist to the floor.

LUXE collection – Due to the bias cut, beaded and embroidered construction of the wedding dresses in this collection there can be some variation in the length of your dress, however we guarantee a minimum length of 117cm / 46 inches from the waist to floor.

BESPOKE collection – Wedding dresses from this collection are made to a standard length – 117cm / 46 inches from the waist to the floor.

PLEASE NOTE:

ALL of our gowns require hemming and alterations.

We can accommodate additional length on a selective number of our dresses, however if you are interested in a dress from the LUXE collection, these gowns are already made and we cannot add any additional hem length to them.

The KAREN WILLIS HOLMES team is here with you every step of the way.

You can contact one of our stylists via phone, email or live chat to discuss our dresses and to assist you with any questions about sizing.

If you are overseas and require styling advice, we can arrange a virtual appointment with one of our stylists to talk through our gowns, your personal preference and determining the size of dress for you.

We do not offer customisation for bridal dresses from the LUXE collection. Certain dress designs from the ELOPE & BESPOKE collection have the option of choosing to order with or without sleeves or other options. Beside this, we are unable to customise your dress due to the method of production of the dresses. We do have modesty panels available to add to gowns with low necklines if needed. See examples here.
Please contact us at hello@karenwillisholmes.com if you would like to add this to your order.

Please contact us for advice on how your wedding gown can be altered and customised during tailoring. We can recommend what can easily be done at tailoring, what may take a little longer or what we wouldn’t recommend.
We are also happy to guide your seamstress/tailor in how to alter your gown and answer any technical questions they may have, please email hello@karenwillisholmes.com and our workroom team will be able to assist you.

With any wedding dress, it is expected that you will require alterations. These can range from adjusting the hem of the dress to the perfect length for your wedding shoes, to shortening straps, as well as any minor adjustments you might prefer.
If you purchase your dress through our online boutique you will need to source a tailor privately. We usually recommend allowing about 10 weeks before your wedding for alterations.

BESPOKE & ELOPE collection require around 6 months lead time.

LUXE collection – These gowns are ready-to-wear and are sold from stock.
Availability of dresses are on a first come first serve basis.

If your wedding date is less than 6 months away, please contact us at hello@karenwillisholmes.com to discuss your options.
As we’re Australian made, we can facilitate shorter timeframes upon request.

BESPOKE Collection wedding dresses are made in both India and Australia. Wedding dresses from the ELOPE collection are proudly made in Australia, while the bridal dresses from the LUXE collection are hand beaded in India and hand finished in Australia.

If your LUXE gown is in stock in your size, it will be dispatched to you within 5-10 business days.
If your size is out of stock, please contact us with details of your wedding date and preferred size for us to look into other options for you.

All other online boutique orders for our BESPOKE & ELOPE Collection gowns are made-to-order with a production timeframe of around 4 months up to a timeframe of 6 months. This does not include shipping timeframes. Within Australia it is expected that your gown will arrive 5-10 business days from dispatch.

KAREN WILLIS HOLMES currently offers free express shipping on all Australian orders over $200. Orders under this value will display shipping costs at check-out.

We will ship your order within Australia via Australia Post. Any estimated delivery date is an estimation only and may not take into consideration weekends, public holidays and unforeseen transit delays. Delivery to regional areas may take longer. If your order doesn’t arrive within 5 business days of shipment, please email hello@karenwillisholmes.com to let us know.

Orders are processed Tuesday to Friday. Orders are not shipped on weekends or public holidays in NSW, Australia. Once your shipment has been processed you will be provided with a tracking number so that you can follow your gowns journey to you.

KAREN WILLIS HOLMES is not responsible for any delays caused or incurred by the delivery services.

Your gown will be delivered carefully packed in a keepsake box lined with tissue paper.  This box will be packed inside a shipping box with a protective garment bag and hanger.

To protect your gown, we recommend you follow the care instructions regarding trying on and storing your wedding dress.

AUSTRALIA POLICY

KAREN WILLIS HOLMES understand how important finding your perfect wedding dress is.

LUXE GOWNS (Online Boutique Only)

In the unlikely event that you are not happy with your LUXE gown, we will exchange this for another style or size, pending stock availability.

Notification of an intention to exchange will be accepted within 7 days of you receiving your gown. You must contact our customer service team to check we have the alternative style and/or size in stock and to arrange for your gown to be returned. KAREN WILLIS HOLMES will provide shipping labels and orders must be booked in and collected by the shipping provider within 7 days.

If you do not wish to exchange your LUXE gown for a different style and/or size, we will refund your order.

Notification of the intention to return your order for a refund will be accepted within 7 days of you receiving your LUXE gown. You must contact our customer service team to notify them of your intent to return your order for a refund. KAREN WILLIS HOLMES will provide shipping labels and orders must be booked in and collected by the shipping provider within 7 days.

Please try your gown on as soon as you receive it – without make-up, lotions or fake-tan.
Gowns returned to us for exchange or refund must be in original condition, with the tags and ticket in place, free of makeup, marks and stains and must not have been worn, altered or washed. We recommend you try your gown on as soon as you receive it as, should you wish to return the gown for any reason, we have as best opportunity as possible to fulfil your return request. Please try on your gown on a clean, carpeted floor.

When we receive your gown back, either for an exchange or refund, it will undergo a quality control inspection. Exchanges or refunds will only occur after the gown has passed quality control and is confirmed it is in original condition. If for any reason your gown does not pass our quality control process, we will be in touch to discuss your options.

If you have any concerns upon receiving your gown, please contact our customer service team within 7 days of receipt. Please note this only applies to gowns sold via the Online Boutique. Any gown purchased in store or via a stockist is not refundable.

ELOPE & BESPOKE GOWNS

Please note, there are no refunds or exchanges for our ELOPE or BESPOKE gowns, as they are made to order.

If you believe your order to be faulty, please contact our customer service team within 7 days of receipt.

ACCESSORIES RETURNS POLICY (Trains, overskirts, gloves and wraps – Online Only.)

In the unlikely event that you are not happy with your KWH accessory (train, overskirt, or cape, glove or wrap), we will exchange this for another style or new product, pending stock availability. KWH accessories include all trains, overskirts, and capes.

Notification of an intention to exchange will be accepted within 7 days of you receiving your KWH accessory. You must contact our customer service team to check we have the alternative style in stock and to arrange for your accessory to be returned. KAREN WILLIS HOLMES will provide shipping labels and orders must be booked in and collected by the shipping provider within 7 days.

If you do not wish to exchange your accessory for a different style and/or new product, we will refund your order.

Notification of the intention to return your order for a refund will be accepted within 7 days of you receiving your KWH accessory. You must contact our customer service team to notify them of your intent to return your order for a refund. KAREN WILLIS HOLMES will provide shipping labels and orders must be booked in and collected by the shipping provider within 7 days.

Please try your KWH accessory on as soon as you receive it – without make-up, lotions or fake-tan.

KWH accessories returned to us for exchange or refund must be in original condition, with the tags and ticket in place, free of makeup, marks and stains and must not have been worn, altered or washed. We recommend you try your KWH accessory on as soon as you receive it as, should you wish to return the accessory for any reason, we have as best opportunity as possible to fulfill your return request. Please try on your accessory on in a clean environment, with clean floors for any trains/coats/capes.

When we receive your KWH accessory back, either for an exchange or refund, it will undergo a quality control inspection. Exchanges or refunds will only occur after the KWH accessory has passed quality control and is confirmed it is in original condition. If for any reason your KWH accessory does not pass our quality control process, we will be in touch to discuss your options.

If you have any concerns upon receiving your KWH accessory, please contact our customer service team within 7 days of receipt. Any item purchased in store or via a stockist is not refundable.

If the accessory you purchased is not KWH branded, i.e. Unreal Fur or the Together Journal x An Organised Life Wedding Planner, please see below.

Unreal Fur have their own return policy.

The Together Journal x An Organised Life Wedding Planner is non refundable and non exchangeable as it is final stock.

VEIL RETURNS POLICY

Please note, there are no refunds or exchanges for KWH veils due to hygiene purposes.

If you believe your veil to be faulty, please contact our customer service team within 7 days of receipt.

INTERNATIONAL RETURNS POLICY

Please note, there are no refunds or exchanges on all international orders.

If you believe your order to be faulty, please contact our customer service team within 7 days of receipt.

KAREN WILLIS HOLMES has a long-standing reputation for exceptional quality, design and customer service. We have a dedicated team who complete quality checks for each and every dress at our Sydney head office before the dress is shipped to you to confirm the good condition of your order. If you believe that you have received a product with some kind of flaw or fault, the incorrect item or you are not happy with your gown, please contact us immediately.

Please note that goods are faulty if they are deemed to contain a significant manufacturing fault. Each gown is produced with care and uses delicate fabrics, lace, beading and embroideries. It is normal for there to be slight variations in finish, colour and fabrication due to the specialised production of our dresses and their handmade nature. These are not faults in the production of the garment and we cannot be held liable for minor variations considered normal in the individual production of your item.

We recommend you inspect your dress as soon as you receive it and should you think something isn’t quite right please contact us immediately at info@karenwillisholmes.com with images and a detailed description of the perceived fault.

If possible, we will offer to repair any faulty items. Should the item be deemed as faulty you will receive a full refund if the dress cannot be repaired or replaced.

If you are returning goods to KAREN WILLIS HOLMES for repair or replacement, please ensure you have previously discussed this with one of our team members to ensure you receive the best possible care and advice. We cannot be held liable for any undelivered returns.

All of our dresses undergo a professional thorough quality control to ensure fabrics and manufacturing meet our high standards before being delivered to you. Our team is highly qualified and very detail orientated, priding themselves in their quality of work.

In the rare event of any manufacturing fault, please contact us immediately at info@karenwillisholmes.com.

KAREN WILLIS HOLMES is a heritage brand and has been producing wedding dress for over 20 years, selling to brides worldwide. The KAREN WILLIS HOLMES brand has established a reputation for constantly exceeding customers’ expectations both with our product and our service provided.

We recommend you have your wedding dress dry cleaned as soon as possible after your wedding by a reputable dry cleaner that specialises in wedding dresses. Ensure you read the care label and cleaning instructions before attempting to clean your gown. Should you require further information regarding the cleaning of your gown or are looking for recommendations for cleaners in your area please email hello@karenwillisholmes.com and we can assist you with this.

The beading and embroidery on your garment have been hand-sewn exclusively for KAREN WILLIS HOLMES. Each and every gown is different and unique. Please treat the garment with lots of love and care when wearing and storing the gown.
With most designs the beading and embroidery is sewn in sections, joined by a common thread. If the thread is damaged, it is a possibility that some loss of sequins may occur. Any loose threads must not be pulled as this will result in loss of beading and/or embroidery, instead the end of the thread must be sewn and finished off. Unfortunately, the only way to prevent this chance of beading coming away is to sew beads on individually but this type of sewing is not possible as we want to keep this collection in the current price range.
Please understand this is the risk with this style of gown. It is recommended you take care if wearing jewellery or shoes that might catch on the beading detail.

If the Luxe gown you are interested in is unavailable in the size you need, there is a high possibility that it could be in production and could be available for your wedding date. Please contact one of our stylists via phone, email or live chat to discuss if we have a gown currently in production which you can pre-order.

Payments
We accept – Visa, MasterCard, PayPal, Google Pay, Apple Pay and Afterpay.

Payments Security and Website Security
To help ensure that your shopping experience is safe, simple and secure KAREN WILLIS HOLMES uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled, then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration. You will also notice that when you look at the location field (URL) at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.

All transactions on this website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. Our digital security certificates ensures that your information is kept private while in transit between your web browser and our web server.

Order Acceptance Policy

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell.

KAREN WILLIS HOLMES reserves the right at any time after receipt of your order to accept or decline your order for any reason. Your items purchased are for personal use only and cannot be used for commercial purpose. Upon cancellation of an order we will make all reasonable attempted to contact you using the details provided. All received monies will be refunded using the method received.