Customer Service

ARE YOUR PIECES MADE BY HAND

Yes, all of our bridal accessories and veils listed in the shop are completely made by hand here in our Hunter Valley Studio – Australia.

All of our wedding veils, earrings and bridal headpieces are designed and created by hand, we do not use any prefabricated products in our pieces. We do not use any mass-produced imported bases in any of the designs. All elements are hand tooled, or hand sewn together to ensure the end result is of the highest quality. Because every design is completely made by hand all designs will have a slight variation while remaining true to the original.

All of our veils are made by hand here in our studio – designed, cut, assembled and sewn by hand. All personalized veils with script embroidery is machine embroidered and hand embroidered and not heat pressed.

DO YOU HAVE A STORE

We do understand how important it may be to see our veils in person before placing an order, we open our studio (located near Morpeth, NSW) for private consultations by appointment only

Our studio has a selection of our most popular earrings and hair adornments including our wedding veils. We recommend that you bring your wedding dress and heels so that we can select the perfect veil and veil length, choose and discuss jewelry and hair accessories to compliment your bridal look

As all of our designs are made to order from purchase, we generally do not have stock ready to wear

CAN YOUR VEILS & ACCESSORIES BE GIFT BOXED

Yes, absolutely
Your wedding hair adornment and/or veil will arrive beautifully packaged including care instructions for safe keeping and storage advice

I PLACED AN ORDER, WHEN WILL IT SHIP

Most of our designs are made to order from purchase. Each design has a made to order timeframe which is noted in the listing description. Most pieces require 3-8 business days to make. Embellished veils and lace veils may take a longer – 3-6 weeks so it is always best to prepare well ahead of time to ensure we can accommodate you in time for your wedding. If unsure send a message and we will respond soon after

RETURN POLICIES

Please choose your items carefully as I am unable to offer refunds or exchanges if you change your mind after the item has left my studio

Please ensure you read the listing details properly, noting the dimensions and colors. Please note that colors may vary between computer screens. Particular care is taken to ensure that all items listed are photographed for detail and described as accurately as possible. If you have any questions regarding an item please ask first before making a purchase. Samples of fabrics are always available by request to ensure they match your attire

If your item arrives damaged, please contact me immediately with pictures of your damaged package so I can start an investigation with the postal service

SHIPPING

Order Complete Notification

Once your order has been shipped, we will email you with the shipping and tracking information, including a link to the relevant shipping provider for up-to-date tracking

Domestic/Australian Shipping duration

Standard Parcel Post 7+ business days
Express parcel post shipping
Approximately 2-5 business days within Australia
Includes tracking, insurance and signature on delivery

USA – Important changes to delivery

Important Update – Effective 29th August 2025
The US Government will suspend the duty-free de minimis exemption for low-value imports. This means all commercial shipments, regardless of value, may now be subject to import duties or processing fees.

What this means for our customers:

  • All shipments, irrespective of value, will undergo full US customs clearance.
  • Clearance times may increase at the US border.
  • All shipments could attract US import duties and may also incur customs brokerage fees, processing charges, and state taxes. Duties and taxes will be collected before goods enter the US.
  • We encourage our customers to plan ahead and ship early to minimise potential delays.
  • As of 26th August, Australia Post has temporarily suspended the standard and express post shipping service to the US

Canada / Europe / Rest of the World Delivery Estimates

CANADA
Standard Parcel Post 15+ business days
DHL express post
Approximately 4-8 business days to overseas countries
Shipped express with tracking and insurance and signature on delivery
Please include a contact phone number with this option. This is a requirement for the declaration

* Buyers are responsible for any customs and import taxes that may apply
Sellers are not responsible for any import duties or delays due to customs

UNITED KINGDOM & EUROPE
Standard Parcel Post 15+ business days
DHL express post
Approximately 4-8 business days to overseas countries
Shipped express with tracking and insurance and signature on delivery
Please include a contact phone number with this option. This is a requirement for the declaration

* Buyers are responsible for any customs and import taxes that may apply
Sellers are not responsible for any import duties or delays due to customs

NEW ZEALAND & ASIA
Standard Parcel Post 15+ business days
DHL express post
Approximately 4-8 business days to overseas countries
Shipped express with tracking and insurance and signature on delivery
Please include a contact phone number with this option. This is a requirement for the declaration

* Buyers are responsible for any customs and import taxes that may apply
Sellers are not responsible for any import duties or delays due to customs

DUTIES AND TAXES

Customs and or import duties are charged when a parcel reaches its destination country. Charges must be paid by the recipient of the addressed parcel. Customers should be aware of the customs and clearance fees and charges of their home country. As customs policies and import duties vary greatly from country to country, we have no control over those charges, and we cannot confirm what the cost would be. We recommend that you contact your postal service or local customs office for current charges before you place an order, to avoid any unforeseen charges

PAYMENTS

Domestic/Australian

Payment via direct deposit
Afterpay payments
Credit Card via Paypal

Rest of the World

Credit card via Paypal
Afterpay to qualifying countries

WHOLESALE

Yes, we welcome select wholesale opportunities both nationally and internationally
If you would like to stock our designs, please get in touch via our contact page and tell us all about your bridal boutique