Please read these Terms and Conditions carefully, by using this website you are agreeing to these Terms and Conditions. You shall be responsible for reading and understanding these Terms and Conditions, and we do not accept responsibility for any loss or damage incurred by you or any third party because of your failure to do so.
Your statutory rights shall remain unaffected by these Terms and Conditions and, except in accordance with these Terms and Conditions all purchases are non-exchangeable, non-refundable and non-transferable. We do not accept any responsibility for any amendments or changes we periodically make to the information contained in our website, and we reserve the right to alter these Terms and Conditions or the information in this website at any time. If you have any questions about these terms and conditions, then please email us email@example.com.
DHL is the official shipping courier of Suzanne Harward for all ground, air and international deliveries of gowns and large accessory orders. Domestic ground shipments within Australia with a value of $200 or higher qualify for free shipping,
All orders sent via DHL require a signature on delivery.
All other small accessory orders are shipped via Australia Post.
‘Available Now’ means that we have the item in stock and it is ready to be shipped to you within the timeframe listed for your part of the world.
‘Make An Enquiry’ means that the item is made to order, which will then be shipped to you within the timeframe listed for your part of the world.
Within Australia: Available Now 3-7 days. Made to order 12-20 weeks.
International Orders: Available Now 1-2 weeks. Made to Order 12-20 weeks.
All product prices indicated and payments made on this website are in Australian Dollar (AUD) and include GST. In the top right-hand corner of the website you can elect to change your currency between AUD, USD & GBP.
GST, Duties & Customs:
Customers shopping in Australia are required to pay Australian GST at the current rate.
Customers shopping in RoW (Rest of World) locations including New Zealand may be liable for customs duties and taxes. These duties and taxes are established by each local government and are a legal requirement.
Please note that if you refuse a package on delivery you will be liable to cover all shipping costs.
Customs, Duties & Taxes for Rest of World:
We currently ship all orders DDU (Delivery Duty Unpaid). Customs duties and taxes shall be invoiced once the item has cleared customs, either prior to or after delivery dependent on your location and you will be invoiced via the courier service. Some countries may require you to hire a broker. You, the customer, are liable for all charges and coordinating the delivery of your item/s.
Customers in RoW locations who return their orders for a refund to suzanneharward.com are responsible for retrieving the charges for customs duties and taxes.
Online Direct Protocol:
The Suzanne Harward collections are handmade in our Melbourne studio. Your couture gown is made-to-order and we will advise lead times once you have a confirmed event date.
We offer an online Skype consultation to recreate the studio experience of our Australian showroom for clients who are located in other parts of the world. We highly recommend this consultation in order for us to assist you with the selection of your gown. We guarantee your satisfaction once we Skype with you directly.
If after having received your gown, you decide it is not ‘the one’ you had imagined, we accept refund returns worldwide. We retain 10% of your total order for administration, drafting, made to order production, freight and handling costs.
We take detailed photographs of each gown prior to dispatch to ensure strict quality control with deliveries. You will be reimbursed once our studio has examined the garment and given approval for a return refund. The garment must be unused, unworn, unwashed and unaltered with all original packaging materials and tags attached.
Please note we can only accept refunds with the returns tag still attached to your gown. There is to be no sign of any attempts to remove or tamper with the security tag. When a return does not meet all requirements, Suzanne Harward reserves the right to ship the gown back to the client at the client’s expense.
Our standard hem length for stock-sizing is 117cm. Additional custom lengths is non-refundable.
Clients who choose not to engage in a skype consultation prior to their purchase forfeit the return guarantee. All returns must be advised firstname.lastname@example.org
*Applicable for all ‘Online-Direct’ orders both international and within Australia. Returns must be delivered to Suzanne Harward within 14 days from receiving the garment.
We do not accept returns or exchanges on jewellery and headpieces.
Suzanne Harward prides itself on outstanding quality and design. We have a dedicated team who conducts quality checks of all stock to verify the good condition of products. If you suspect that you have received a product with some kind of flaw or fault then please contact email@example.com as soon as possible quoting your order reference number, we will advise how to proceed with the return request.
If there was a mistake on the part of Suzanne Harward or in the case of an item being faulty or damaged the client will be reimbursed for return shipping charges. Please note that we do not accept liability for shipping loss or damage of returned goods. Suzanne Harward will not refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs bureau.
If your item was purchased at one of our Australian or international stockists, you will need to return the item to the store it was purchased and liaise with them directly.
If you are returning goods to Suzanne Harward for repair or replacement, then please ensure you have previously discussed this with a member of our staff to ensure you receive the best possible care and advice. We cannot be held liable for any undelivered returns.
Please note that goods are faulty if they are deemed to contain a significant manufacturing fault. Our garments are hand-made with delicate and fragile fabrics and it is normal for there to be slight imperfections and inconsistencies in the fabric. We cannot be held liable for minor faults or flaws that are considered normal in handmade couture products.
Suzanne Harward offers a 48-hour cooling off period for all orders placed at our Melbourne Studio on all made to measure and stock sized gowns excluding Sample Sale gowns.
There is no refund or exchange for cancellations or for change of mind after this period unless the goods are deemed faulty.
Postponement (Made-to-measure clients only):
If a client postpones a wedding/event date Suzanne Harward allows a deferment of fitting services. However, payments will still need to be remitted on the due dates as per the initial payment schedule.
Postponements Due to Pregnancy (Made-to-measure clients only):
For postponement due to pregnancy orders can be placed on hold. If the client chooses to continue with their fittings schedule additional costs will apply for any extra fittings, design changes or alterations.
NB *Payments still need to be remitted on the due dates as listed on the initial payment schedule.
*Each additional fitting will incur a fee of $500 per fitting. If the gown needs to be recut there will also be further costs associated with extra fabric & labour.