How does shipping work?
If your preferred gown or item is in stock in your size, it will be dispatched to you within 5-10 business days.
For made to order items, please refer to each individual product for shipping estimates.
Shipping Within Australia
We offer free shipping for orders within Australia for orders over $250. 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 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, our online boutique does not ship internationally. If you are located overseas, we recommend finding your closest KWH Stockst.
If you do not have a stockist near you, please contact hello@karenwillisholmes.com and we can step you through how to manually order through us.
Please note any manual international order will be charged in AUD. You will need to pay all shipping costs, and any and all import duties and taxes charged by the destination country. All international orders are non-refundable.
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 is your refund and exchange policy?
AUSTRALIA POLICY
KAREN WILLIS HOLMES understand how important finding your perfect wedding dress is.
GOWNS
Please note, there are no refunds or exchanges for our 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 part of our collaboration with Unreal Fur, please let us know within 3 days of delivery so we may facilitate for you. You can view the Unreal Fur Return Policy here.
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.