Hidden Dream Crown
Hidden Dream Crown
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BYW Style Notes
Size & Fit
SHIPPING & DELIVERY
Where do you ship?
WE SHIP ANYWHERE IN AUSTRALIA!
We typically use Australia Post’s Express Post Service to deliver items to your door, although sometimes utilise other carriers in certain circumstances. Here is a list of commonly asked questions regarding our delivery, returns and refund policies.
Do I pay for postage?
No! – ALL postage costs and dry cleaning costs are included in our hire price - because we hate it when we think we are buying something for X and it ends up costing Y.
How long does it take to deliver my items?
‘Express Post’ by Australia post guaranteed next day delivery within the Express Post Network. Find out if you are in this network HERE
If you live outside the network – delivery may take up to 3 days (typically 2 days).
Where can we post to?
We will post ANYWHERE in Australia! We also send to PO Boxes, business addresses & home addresses. It’s always best to send to an address where you know someone will be able to accept collection of a parcel. (This will avoid having to visit a post office to collect during their limited business hours).
Do I have to sign for my parcel?
No, all orders are sent as Authority to leave. Although if you would like to sign on delivery please let us know at check out.
What if I am not home?
Australia Post will typically endeavor to leave your parcel at the delivery address in the mail box – if this is not possible due to size, weather or otherwise, they will leave a card for collection at your nearest post office – please note that some post offices do not open on a weekend. The judgement call of a 'safe location' is made by the Australia post delivery staff at time of delivery. If you will not be home, or believe signature on delivery is required please request this prior to your order being sent or in the notes section at checkout.
Can I get my items on the same day?
Yes – if you are in the Melbourne Metro area – speak to us about using same day delivery – some additional fees may apply. It is possible to deliver within 2 hours if you are in the Melbourne CBD and the item requested is available.
Same day delivery is not available outside of the Melbourne Metro areas. Same day delivery not available for Sydney, Brisbane, Adelaide, Perth or Hobart.
Will you deliver to me on weekends?
Unfortunately Australia Post won’t deliver on weekends in most areas. If you have any special delivery instructions or requirements – contact us via email to discuss. On Saturdays it is possible to deliver within 2 hours if you are in the Melbourne CBD and the item requested is available. Available upon request by email only.
Can I track my items?
Yes! Once shipped – we will send you a tracking number to follow the status of your items! Sometimes to save time the tracking number will not be sent straight away. But don’t worry, we will have it on hand if you urgently need to check the status. If you haven't received your tracking number and wish to check the status please email us. For any concerns please contact firstname.lastname@example.org
Can I Receive my order early in the week, for example Mon/Tue/Wed?
if your event falls mid week it is recommended to book an 8 day hire from the Friday prior. Tuesday/ Wednesday are ALWAYS the return day from the weekend prior so we absolutely cannot guarantee delivery on these days unless the item by chance does not get booked the weekend before your event. We cannot block out the weekend prior if you have not paid the additional hire fees. But please note we do always send orders early when we can. So it is completely up to you if you would like to take the risk. Any questions or concerns please contact us.
What if I don’t receive my item on time?
If you do not receive your parcel in time for your event, BYW will refund your full hire price provided the order was placed at least 4 days in advance, and returned in a timely manner as per our TERMS. IMPORTANT: please make a note of your event date and time in the notes section at checkout. Sometimes due to late returns or additional dry cleaning requirements there is the need to send your hired item later than expected. We will assume you have chosen a delivery day at least 1-2 days prior to your event and endeavour to fulfil your order anyway unless otherwise specified.
Please note – failure to accept or pick up a delivery will not be accepted as reason for refund. This also refers to Business addresses with mailroom facilities.
Once Australia post have marked your parcel as delivered, it means the parcel has arrived at your address and all liability passes to the customer.
Please contact us immediately if your items have not been received & read our refund terms below.
How do I send my item(s) back to you after I have worn them?
We will send you a pre paid return express post envelope, already addressed and ready for you to send. Simply place your worn items in the post pack, sign the security declaration on the front (if required) and drop off at your local post office or yellow post box on the street.
Can I track my return?
Yes – a tracking number will be on the return envelope to follow.
Should I wash the items?
No – we take care of all that for you. Simply place the items into the pre paid post pack and post using Express Post service.
What if there is damage or smells on the items?
Even if damaged or stained, we would prefer to leave the repairs to our expert team of tailors and cleaners. Please return without trying to alter or fix the item yourself- this may cause additional damage.
How do I post on a Weekend?
Lodge your return over the counter at your local Post office on the next business day after your event and obtain a lodgement receipt. A street post box can be used but this will be at your own risk as parcels sent this way often don't get scanned and cannot be tracked. In the case of delays or missing items you will be liable if no lodgement receipt is obtained.
Are there late fees?
Yes – refer to our Terms & Conditions for full details. If Australia Post or any other delivery service used is at fault for late delivery – we will not charge you any late fees. Late Fees will only apply when Items are not sent back the next business day after your event. Ask your local post office for a lodgement receipt to keep as proof of return.
What if the dress does not fit? Or I am not happy with it?
If you find the dress does not fit, or look the way you had hoped, we offer clients a store credit for the hire price paid minus the postage costs provided they send the item back, unworn and undamaged ( with the dry cleaning label still attached) on the same day it was received. We do not offer Refunds once an order has been sent out.
To avoid disappointment – use our style & size guide on the product details page or email email@example.com with any questions.
Measurements stated within the size guide are accurate, so if your measurements fall within a certain size, then the dress should fit you properly. The measurements also account for stretch in the fabric. All items are true to standard Australian sizing unless otherwise specified. If unsure of how to check your measurements please email firstname.lastname@example.org
What if my items are not received on time?
If you have not received your items on time for your event because of an error with Australia Post, we will refund the full hire price of the item(s) that were not received on time provided your order was placed at least 4 days prior to your event date. For urgent orders/ deliveries please contact us prior to placing your order to make sure the dress your require is ready to be sent. Please ensure you return the unworn items on the same day they are received and we will process your return upon receipt and confirmation the items were not worn.
Please note – failure to receive or collect a parcel from Australia Post or other courier service is not grounds for a refund. Australia Post consider the item delivered upon first attempt to deliver the item at the delivery address. From this point, all liability is with the customer.
This includes business addresses with mailroom facilities. Once your parcel is marked as delivered it is the customers responsibility to obtain the parcel from your businesses designated delivery location.
My items were damaged before I had worn them. What should I do?
If you find your items are damaged or not up to standard upon delivery, please contact us immediately to advise and arrange for a swap or refund at our discretion. Email email@example.com with details and also provide photos if possible.
Can I swap an item?
If time permits, unworn items can be swapped (difference in hire price to be paid by customer) for other available items.
Can I cancel my order?
You can cancel your order for no cost up to 21 days prior to your event date. Please contact us immediately to cancel your order. For orders within this time frame we will issue a store credit to be used on your next order.