We take great pride in the quality and craftsmanship of our products. Many of our items are specialty, couture, or made to order, so please read the following policy carefully before purchasing.

General Policy

All sales are final unless otherwise stated below. By completing a purchase, you agree to the terms of this Returns & Exchanges Policy.

We strongly encourage customers to review product descriptions, sizing information, and images carefully and to contact us with any questions prior to purchase.

Dresses & Couture Dresses

Due to the nature of formalwear and couture craftsmanship:

• All dresses, including couture and bespoke gowns, are non-refundable and non-exchangeable.

• Couture dresses may include hand beading, appliqué, custom sizing, or alterations, making them unsuitable for return.

• This includes sale items, custom orders, made-to-measure gowns, and altered garments.

Exceptions:
If a dress arrives with a verified manufacturing fault or damage not caused during wear, please contact us within 48 hours of delivery with clear photos. If approved, we will offer a repair, replacement, or store credit at our discretion.

Sashes

• All sashes are final sale.

• This includes custom titles, personalised text, colour selections, or bespoke designs.

• We cannot accept returns or exchanges for incorrect sizing, wording, colour preference, or change of mind.

Crowns & Tiaras

Crowns and headpieces are delicate, specialty items.

• No refunds or exchanges are accepted once a crown has been worn or removed from its protective packaging.

• If a crown arrives damaged, you must notify us within 48 hours of delivery with photographic evidence.

• Approved claims may be eligible for repair, replacement, or store credit.

Accessories

Accessories include, but are not limited to, jewellery, earrings, hair pieces, gloves, bags, and pageant accessories.

• For hygiene and quality reasons, accessories are non-refundable and non-exchangeable.

• This is especially applicable to earrings and hair accessories.

Sale & Promotional Items

• All sale, discounted, or promotional items are final sale.

• No refunds, exchanges, or credits will be issued.

Change of Mind

We do not accept returns or exchanges for:

• Change of mind

• Incorrect sizing selected by the customer

• Event cancellations or changes

• Failure to read product descriptions or policies

Faulty or Damaged Items

If you believe your item is faulty:

1. Contact us within 48 hours of delivery

2. Provide your order number and clear photos of the issue

3. Do not wear or alter the item

Approved claims will be assessed on a case-by-case basis. Remedies may include repair, replacement, or store credit. Refunds are issued only where required by law.

Consumer Guarantees

Nothing in this policy affects your rights under applicable consumer protection laws.

We are committed to protecting your privacy and ensuring that your personal information is handled safely and responsibly.

Information We Collect

We may collect the following personal information:

• Name

• Email address

• Phone number

• Billing and shipping address

• Payment details (processed securely via third-party providers)

• Order history and correspondence

How We Use Your Information

Your information is used to:

• Process and fulfil orders

• Communicate about your purchase or enquiry

• Improve our products and services

• Meet legal and regulatory requirements

Third Parties

We may share limited information with trusted third parties such as:

• Payment processors

• Courier and logistics providers

• Website hosting and analytics providers

We do not sell or trade your personal information.

Cookies

Our website uses cookies to enhance your browsing experience and improve site functionality.

Your Rights

You may request access to or correction of your personal information at any time by contacting us.

By accessing or using this website, you agree to the following terms and conditions.

Use of Website

You agree to use this website for lawful purposes only and not to infringe on the rights of others.

Intellectual Property

All content on this website, including images, designs, logos, text, and product concepts, is the intellectual property of the business and may not be copied, reproduced, or used without written permission.

Product Descriptions

We make every effort to ensure product descriptions and images are accurate. However, slight variations in colour, materials, or finish may occur due to lighting, screen displays, or handcrafted processes.

Limitation of Liability

To the fullest extent permitted by law, we are not liable for indirect or consequential loss arising from the use of our products or website.

Governing Law

These terms are governed by the laws of New Zealand.

Processing Times

Orders are processed within 2–7 business days, excluding custom and couture items.

Delivery

Delivery timeframes vary depending on location and courier services. Estimated delivery times are provided as a guide only.

International Orders

International customers are responsible for:

• Customs duties

• Taxes

• Import fees

We are not responsible for delays caused by customs clearance.

Lost or Delayed Parcels

Once an order has been dispatched, responsibility transfers to the courier. We will assist with enquiries but cannot guarantee replacement for lost parcels.

Custom items include couture gowns, bespoke sashes, custom crowns, and made-to-order designs.

• Production begins upon order confirmation

• Orders cannot be cancelled once production has commenced

• No refunds or exchanges apply

• Customer approval of details is final

Production timeframes are estimates and may vary due to material availability and craftsmanship processes.

Our products are delicate and require careful handling.

Customers are responsible for:

• Proper storage and handling

• Following care instructions provided

• Avoiding exposure to moisture, chemicals, or excessive force

Normal wear and tear, damage after wear, or improper handling are not considered faults.

Hire Period

Hire items must be returned by the agreed return date.

Bond

A security bond may be required and will be held until the item is returned and assessed.

Damage & Loss

The hirer is responsible for:

• Any damage beyond normal wear

• Loss or theft of hired items

Repair or replacement costs may be deducted from the bond.

Late Returns

Late returns may incur additional fees.

• Full payment is required at checkout unless otherwise agreed

• We accept approved payment methods listed on our website

• Orders will not be dispatched until payment is received

• We reserve the right to cancel orders suspected of fraud

• Orders cannot be cancelled once processing or production has commenced

• Custom and couture orders cannot be cancelled under any circumstances

We are committed to providing an accessible website experience for all users. If you experience difficulty accessing any part of our site, please contact us and we will work with you to provide assistance.

We reserve the right to:

• Refuse service

• Cancel orders

• Restrict access to our website

If policies are breached, including misuse of products, abusive behaviour, or fraudulent activity.

By placing an order on our website, you confirm that you have read, understood, and agreed to all policies listed above.