Frequently Asked Questions
Payments
Q: What payment methods do you accept?
A: Google Pay, Apple Pay, Credit/debit cards, PayPal and Afterpay.
Q: My discount code didn’t work?
A: Double check you have entered the code correctly, that the code has not expired and/or that it applies to your cart. If it still does not work, please email hello@thebridaldetails.com.au
Orders
Q: Where is my order confirmation?
A: If you have not received your email confirmation please check your junk/spam folders. If it’s not in there, please email us at hello@thebridaldetails.com.au and we will resend your confirmation.
Q: What does processing/completed mean on my online order?
A: Once you have submitted your order, it will display as ‘Processing’ while we work to prepare your order for delivery. When your order is ‘Completed’, your order has left for delivery and is now on its way to you.
Q: Can I cancel my order?
A: Please contact us as soon as you want to cancel your order as we are unable to cancel orders that are already in production or if your order has already been shipped.
Q: Can I change my order once it has been placed?
A: Yes, if you are quick enough we may be able to change your order if it is not yet in production or shipped.
Q: What do I do if I’ve received the wrong item?
A: We apologise if you have received the wrong item. Please contact us at hello@thebridaldetails.com.au so we can fix the issue for you.
Q: There’s an item missing from my order, what should I do?
A: We apologise if we have forgotten to include an item in your order. Please contact us at hello@thebridaldetails.com.au so we can fix the issue for you.
Delivery
Q: Where are you located and where do you ship from?
A: We are based in and ship from Melbourne, Victoria.
Q: Do you ship worldwide?
A: Sorry, we currently only ship within Australia.
Q: What delivery options do you offer?
A: We deliver all our parcels with Australia Post. We offer standard and express shipping. Please see our shipping policy for more details.
Q: When will I receive my order?
A: Our usual processing time is 7 business days however wedding items have a 14 business day processing time. Processing time does not include postage time. Please see our shipping policy for postage times.
Q: Can I track the status of my order?
A: Once your order has shipped, you should receive an email from Shippo with an AusPost tracking number. If you don’t see it, please check your spam/junk folders. If not in there, email us at hello@thebridaldetails.com.au to resolve this issue.
Q: What can I do if my order is going to the wrong address?
A: Please get in contact with us at hello@thebridaldetails.com.au to discuss this issue or if your order has been shipped please contact Australia Post to arrange for an alternate delivery address.
Q: What should I do if my order is missing?
A: If your order has been posted and is missing (tracking hasn’t updated or it has been delivered to the wrong address), please contact Australia Post.
Returns
Q: Can I return my order?
A: Unfortunately personalised orders are unable to be returned or refunded due to change of mind, however if you have any problems with your order contact us at hello@thebridaldetails.com.au and we will do everything we can to fix the situation. For more details please see our returns policy.
Q: What do I do if my item is faulty?
A: Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and The Bridal Details has the right to refuse a refund on these grounds. If your item is faulty, please contact hello@thebridaldetails.com.au within 14 days of receiving the product with your name, order number and any images you can provide of the faulty item(s).