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 shipping internationally to the USA and UK only. Please note, we offer free shipping for orders within the US, for orders in the UK shipping will be calculated at checkout.
Orders shipped internationally should arrive within 5 – 15 business days after the pre-determined shipping date. If your order has not arrived within 10 business days, please email orders@karenwillisholmes.com to let us know. Orders are not shipped on weekends or public holidays. Once your shipment has been processed you will be provided with a tracking number so that you can follow your gowns journey to you.
Need your gown sooner? Please contact us for express shipping options.
How do customs, taxes and import charges work?
Import duties and taxes for your country are included in the gown price.
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.
What does shipping cost?
KAREN WILLIS HOLMES is currently offering free shipping on all Australian and international orders to the USA. For orders in the UK shipping will be calculated at checkout.
What is your refund and exchange policy?
AUST/USA 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.
UK POLICY
KAREN WILLIS HOLMES understand how important finding your perfect wedding dress is, however, we are unable to offer returns or exchange for UK residents due to customs and shipping costs. Please take advantage of our website Livechat or contact our customer service team before you place your order so we can answer all questions you have regarding the gown and to ensure that you select the correct size gown.
If you believe your order to be faulty, please contact our customer service team within 7 days of receipt.