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Home Online Boutique FAQ

Online Boutique FAQ

How do I know which size I should order?

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 online Skype / Facetime appointment. We are here waiting to assist and help you!

What is the length of your wedding dresses?

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.

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

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

CURVE collection – Wedding dresses from this collection are made to a standard length 119cm / 47 inches from the waist to the floor.

PLEASE NOTE:

We cannot accommodate additional length on our dresses however if you are interested in a dress from the LUXE collection please contact us so we can look at our stock and notify you if we have a dress which is longer than the minimum length.

If you are going for a tighter fit of gown the hem length will shorten – essentially, the tighter on the hips the shorter the hem length. Therefore, if you are tall and would like a tight fit of gown – please check in with us to see what size dress we would recommend for you.

What if my measurements are not consistent with one dress size?

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.

Do you offer assistance with styling or sizing?

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 would like styling advice, we can arrange a Skype / Facetime appointment with one of our stylists to talk through our gowns, your personal preference and determining the size of dress for you.

Will I need alterations?

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 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. Please email us if you have any questions relating to alterations and we will be happy to provide advice.

What happens if I lose weight?

This is a very common question!

Our dresses are created from beautiful stretch and/or bias-cut laces and fabrics, so often if you drop a dress size the original size of your dress will still fit well. If not, our dresses are very easy to alter by a seamstress if you would like a firmer fit.

 

How do I place my order?

For any enquiries about ordering your KAREN WILLIS HOLMES wedding dress, including production timelines, styling, sizing, policies and delivery dates, we are here for you to provide reassurance and a second opinion. We understand brides from the many years we have had working within our retail boutiques, we are here to help you and make this experience everything you imagine it to be; beautiful, exciting and stress-free. Please contact hello@karenwillisholmes.com

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.

How long does it take to make a dress?

ELOPE collection – Gowns are sold in sizes AUS/UK 4 – 16 | US 0 – 12 and require 4-6 months lead time.

LUXE collection – These gowns are ready-to-wear and are sold from stock in sizes AUS/UK 4 – 16 | US 0 – 12.  Availability of dresses are on a first come first serve basis.

WILD HEARTS collection – Gowns are sold in sizes AUS/UK 4 – 20 | US 0 – 16 and require 4 months lead time.

BESPOKE collection – Gowns are sold in sizes AUS/UK 4 – 20 | US 0 – 16 and require 4-6 months lead time.

CURVE collection – Gowns are sold in sizes AUS/UK 14C – 24C | US 10C – 20C and require 4 months lead time.

If your preferred size is out of stock or your wedding date is less than 4 months away, please contact us at hello@karenwillisholmes.com to discuss your options.

Can I customise my dress?

We do not offer customisation for bridal dresses from the LUXE collection. Certain dress designs from the ELOPE, WILD HEARTS, BESPOKE & CURVE 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 have four retail stores in Australia – so we understand the practicalities of what an easy and possible alteration is and what is not. 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.

How does shipping work?

If your preferred 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 and we can arrange your pre-order.

 

Shipping Within Australia

We offer free shipping for orders within Australia. We will ship your order within Australia via Express Post with DHL or 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 orders@karenwillisholmes.com to let us know.

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.

Shipping Internationally

Currently, we are not shipping internationally. If viewing our gowns online outside of Australia, the currency shown is in AUD and do not include freight, taxes and import charges. To find your nearest KWH stockist, visit our stockist page or visit one of our KWH boutiques.

How do customs, taxes and import charges work?

If viewing after August 2021 the below is not applicable as we are not currently shipping online orders outside of Australia.

Items viewed internationally are priced in AUD. Freight, Import duties and taxes for any country outside of Australia are not included in the gown price. Duties and taxes are calculated based on item ordered, its value and postal destination. When we ship an order internationally, we are required by law to declare the full amount of the invoice and the entire contents of the parcel on the customs declaration form and the commercial invoice. These fees can range from 12%-32% of the RRP plus freight.

What does shipping cost?

KAREN WILLIS HOLMES is currently offering free shipping on all Australian orders.

When will I receive my gown?

For gowns from the LUXE collection, these are ready-to-wear and are sold from stock. A stylist will be in touch to confirm a delivery date.

For gowns from the ELOPE, WILD HEARTS, BESPOKE & CURVE collections, an order will take 4 months to create. A stylist will be in touch to confirm a delivery date.

We will be in touch to confirm the delivery date of your order which will usually be within 1 week of your order date depending on your gown. While every effort is made to ensure your order reaches you by the confirmed delivery date, KAREN WILLIS HOLMES is not responsible for any delays caused or incurred by delivery services or international customs clearance processes.

What happens if the post is delayed?

All delivery times are estimates only. KAREN WILLIS HOLMES is not responsible for any delays caused or incurred by the delivery services or international customs clearance processes.

How will my gown come packaged?

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 inside the box regarding trying on and storing your wedding dress.

 

What is your refund and exchange policy?

AUSTRALIA POLICY

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

 

LUXE GOWNS

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.

 

ELOPE, WILD HEARTS, BESPOKE or CURVE GOWNS

Please note, there are no refunds for our ELOPE, WILD HEARTS, BESPOKE or CURVE 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, capes)

In the unlikely event that you are not happy with your KWH accessory (train, overskirt, or cape), 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.

 

VEIL RETURNS POLICY

Please note, there are no refunds 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.

What if there is an issue with my gown upon arrival?

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 enquiries@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 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 enquiries@karenwillisholmes.com

What is special about the KAREN WILLIS HOLMES brand?

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.

Where are your dresses made?

Wedding dresses from the ELOPE, WILD HEARTS, BESPOKE & CURVE collections are proudly made in Australia, while the bridal dresses from the LUXE collection are hand beaded in India and hand finished in Australia.

 

Do you make custom dresses?

No, we don’t make custom dresses, however if you are based in Australia, you might be interested in visiting one of our boutiques to view the wedding dresses from our BESPOKE collection. These dresses are made to order, and we have the option to mix and match different bodices and skirts as part of the collection to create a unique look for you.

 

Do you have stockists?

Yes, a full list of our stockists worldwide can be found here.

 

How can I clean my gown after my wedding?

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.

How do I take care of the beading & embroidery on my gown?

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.

The gown I am interested in is not in stock, what is a pre-order?

If the 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.

Do you offer safe & secure shopping?

Payments
We accept – Visa, MasterCard, Paypal and Splitit (pay by installments).

 

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.

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