ONLINE FAQ
BRIDAL COLLECTION
How long before my wedding should I order my gown?
We recommend brides to order 6 to 8 months before the big day is ideal. Ideally you would like to have your piece/s ready at home at least 2 months before the big day to cater for any minor alterations you may need.
How do I measure myself?
We have a size chart with image on areas you need to measure yourself. You can do this easily on your own or have someone else do it for you. If you are unsure, there are more info on our Size Chart page, or please get in touch and we would be happy to help.
How long does it take to create Cathleen Jia pieces?
My wedding is really soon, can you still help?
Will I need alterations?
What if I am in between 2 sizes?
What is the length of your dresses?
Where is my piece made?
What is your return policy?
What if I gave you the wrong shipping details?
What happens if my item is faulty?
Our in house team are fully trained to inspect every detail of your piece before leaving our Bridal Loft. In the unlikely event that your piece is faulty, please contact us within 7 days of receiving your item.
Once approved, we will organise a replacement, repair or refund and return freight costs will be paid by us. Returning items must be organised and sent back to our Melbourne Bridal Loft within 7 days of the time that the defect is identified. Due to the handmade nature and delicate fabrics used in our pieces, some fabric inconsistencies and detail alignments are not considered faults.
A few things to note:
- We recommend you try on the item as soon as it arrives, in a clean environment without body moisturizer, fake tan and perfume.
- Returned items must be in original condition with all appropriate packaging and tags.
How is my order packaged?
Is insurance included in shipping?
How should I store my Cathleen Jia piece?
Your order will arrive packed in a beautiful box, along with a dress bag. We recommend taking the piece out, using the dress bag and hanging with the hang tapes, in a high place free from debris or moist.
How do I care for my Cathleen Jia piece?
How much is shipping?
We got you on this one! We offer free stardard shipping worldwide for orders over $300.
Will I need to pay taxes and duties?
Orders shipped outside of Australia will incur duties and taxes payable by the recipient. Duties and taxes are determined by the customs agency based on the value of order within the destination country. We recommend brides ordering from outside of Australia check with their import/ customs department for an estimated cost, so you are aware of any charges you may be required to pay.
Is the bridal collection customizable?
Our pieces are designed with so much styling options, we feel this already gives you great flexibilities to customize your wedding look!
We do have train length options on our gowns, however we cannot offer any other structural customizations at this time.
Where do you ship to?
We ship from Australia to most international destinations including USA, UK and Europe. Unfortunately there are contries we currently don't ship to. Please see our list of countries of exclusion in our Terms and Conditions.
VEILS & ACCESSORIES
When should I order my veil/ accessories from you?
Our veils and accessories are all made to order, and production time is 2 weeks. Rush order is available, please get in touch to confirm with us before ordering.
What is your return/ exchange policy?
Veils and accessories may be returned for a store credit or exchange only if they are in original condition with all packaging and appropriate tags. Please get in touch within 7 days of receiving your item with your intention of return.
The veil/ accessory must be posted back at your own cost within 14 days of our approved reply to your intention of return. We will process within 3 working days upon receiving your return. Credit note will be sent via email, and if exchanging for another style, normal production time frame and postage will apply.
What if my item is faulty?
Once approved, we will organise a replacement, repair or refund and return freight costs will be paid by us. Returning items must be organised and sent back to our Melbourne Bridal Loft within 7 days of the time that the defect is identified. Due to the handmade nature and delicate fabrics used in our pieces, some fabric inconsistencies and detail alignments are not considered faults.
A few things to note:
- We recommend you try on the item as soon as it arrives, in a clean environment without body moisturizer, fake tan and perfume.
- Returned items must be in original condition with all appropriate packaging and tags.
Will I need to pay taxes and duties?
Orders shipped outside of Australia will incur duties and taxes payable by the recipient. Duties and taxes are determined by the customs agency based on the value of order within the destination country. We recommend brides ordering from outside of Australia check with their import/ customs department for an estimated cost, so you are aware of any charges you may be required to pay.
How much is shipping for my veil/ accessory?
We offer free shipping for orders over $300. For orders under $300, we charge a flat rate of $15AUD within Australia and $40AUD for international orders.
How long does delivery take?
All pieces are dispatched from our bridal loft in Melbourne and delivery time differs depending on your location. Australian brides factor in 5 business days for delivery, and international brides factor in 10 business days, plus any custom clearance period.
How do I care for my veil/ accessory?
Your veil will arrive in a box and you may wish to take it out and drape it on a hanger. You can lightly steam over your veil if needed by a professional with bridal experience. Please DO NOT iron your veil.
Where is my item made?
Like all of our bridal pieces, your veil/ accessory is hand made with love in our Melbourne Bridal Studio.
Can I customize my veil?
We offer a few lengths of veil styles to cater for every bride's taste. If you like more customization, please get in touch with your interested style and we can see if it is possible to customize any details for you.
We are here to help. If you have any further questions please do not hesitate to contact us here.