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?


All Cathleen Jia pieces are made in house in Melbourne wtih love. All good things take time, and the production time is 16 weeks for our bridal range.




What if my wedding is really soon?


If your wedding is sooner than our production time frame, please get in touch before ordering. We will accommodate anyway we can. Rush fees will apply based your required time line and we can advise on this once you’ve been in touch with us.




Will I need alterations?


Our styles are renowned for being effortless and figure flattering. However, you may need minor alterations such as straps and hem length to make it absolutely perfect for you. The pieces are cleverly designed to ensure any alterations are fuss free and not complicated if done by a professional seamstress.




What if I am in between 2 sizes?


If you’re between sizes, we always recommend sizing up as it’s a lot easier to take a piece in than to let it out.




I am really tall, will the dresses fit me?


Our dresses are made to a standard length, our model is 176cm and is wearing a standard heel height of 9cm. If you are taller than this, please contact us before completing order. Additional length fees will apply.




Where is my piece made?


One of the things that makes us special is that we hand-make each and every piece from our Melbourne based bridal loft. Every piece is created in house- from design, pattern making, cutting, production, finishing to finally quality assurance and packing.




What are your return policies?


Unfortunately, as each bridal piece is made to order we do not accept returns or exchanges for change of minds. This is in line with our sustainable ethos that we carry throughout our entire production process. Refunds or replacement will be accepted for faulty products only after inspection and approval by Cathleen Jia.




What if I gave you the wrong shipping details?


If the incorrect details have been submitted, contact us immediately and we will adjust this for you. Please note, your delivery address can not be changed or cancelled once your order has been dispatched.




What happens if my dress is faulty?


To maintain high-quality standards, we control every production steps ourselves. Our in house team are fully trained to inspect every detail of your piece before leaving our Bridal Loft. If you believe there is a fault in your dress, please contact us within immediately for inspection. Once approved, we'll organise a replacement, repair or refund and return freight costs will be paid by us. We will ask all returning items must be organised and sent back to our Melbourne Bridal Loft within 14 days of the time that the defect is identified.




How is my order packaged?


Your dress will be wrapped in acid free tissue paper and packed in a beautiful keepsake box. The packaging will be protected and ready for transportation.




Is insurance included in free shipping?


We do not include insurance in free shipping. We use reputable freight companies for all our deliveries, and parcels are fully trackable with signature on delivery. Cathleen Jia is not responsible for any freight lost or damage of your parcel. If you require insurance, please get in touch for a new freight fee before ordering.




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. You may need a light steam to get some creases out from your piece.




How do I care for my Cathleen Jia piece?


Please treat bridal pieces carefully to maintain its freshness, and avoid trying on with body moisturizer, fake tan and make up. Excessive rough handling will cause pulls and damages to the fabrics, this does not reflect poor quality but is purely due to the delicate nature of the garments. You may need to steam your silk dress on your wedding day, this is perfectly fine. Silks react really well with light steam, and any creases will drop without effort. Please do not iron. If you are unsure, refer to the care label on your Cathleen Jia piece. After your wedding, you may choose to dry clean the gown. All care instructions are on the content label of your piece. We recommend using a professional dry cleaner with bridal cleaning experience only.​




How much is shipping for the Bridal Range?


We got you on this one! Free shipping is included for all of our bridal range orders.




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.





BOTANICAL SILKS

Why did you create this range?


The botanical silks range was born from our desire to be creative while further reducing textile wastes. We are so proud of our sustainable production process, but we always strive to do better. We adore the process of natural dyeing and what better way to promote this artistry than through creation of new and beautiful products.

Not only it breathes life into our silk off cuts, but it also reduces waste, resulting in one off luxury products our customers can treasure for life.




Is this a permanent collection?


Yes, this is a permanent collection. However, styles will come in slow drip at no specific time. We will create new pieces as we accumulate silk off cuts.




Are pieces one off?


All pieces are one off and most of the time, cannot be repeated as the leaves and flowers we use are seasonal. That's what makes it so special and unique, so if you see something you like, grab it before it is gone!




How much is shipping?


For our Botanical Silks range, we charge a flat rate of $5AUD within Australia. If you are from outside of Australia, shipping will be $15AUD. Shipping does not include insurance. If you require insurance, please get in touch for a new freight fee before ordering.




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 long does it take for delivery?


All Botanical Silks products are readily available, and are dispatched from Melbourne within 24 to 48hrs from order. Delivery time differs depending on your location- Australian customers factor in 5 business days for delivery, and international brides factor in 10 business days.




What are your return policies?


Unfortunately, we do not accept returns or exchanges for change of minds for the Botanical Silks range. This is in line with our sustainable ethos that we carry throughout our entire production process. Refunds, repair or replacement will be accepted for faulty products only after inspection and approval by Cathleen Jia.




What if my item is faulty?


Please note the Botanical Silks Range is handmade and hand dyed therefore there will be special characteristics such as colour differences, slight measurement differences etc… Those characteristics are not considered faults but the uniqueness of the products.

If you believe you’ve received a faulty item, please get in touch immediately.

Once approved, we'll organise a replacement, repair or refund and return freight costs will be paid by us. We will ask all returning items must be organised and sent back to our Melbourne Bridal Loft within 14 days of the time that the defect is identified.





VEILS & ACCESSORIES

When should I order my veil/ accessories from you?


Our veils and accessories are all made to order in house, and production time is 2 weeks. Rush order is available, please get in touch to confirm with us before ordering. We unfortunately cannot accept orders if your wedding is less than 10 days.




What are your return policies?


Veils and accessories may be returned for a store credit or exchange given they are in perfect and re-sellable condition. Products must be posted back at your own cost within 14 days of receipt. Credit note will be sent via email, and if exchanging for another style, normal production time frame will apply. We do not accept refunds for change of mind, however we will offer refund or replacement on faulty items.




What if my item is faulty?


We take pride in our quality and inspect every detail of your veil/ accessory before leaving our Bridal Loft. If you believe there is a fault in your item, please contact us immediately for inspection. Once approved, we'll organise a replacement, repair or refund and return freight costs will be paid by us. We will ask all returning items must be organised and sent back to our Melbourne Bridal Loft within 14 days of the time that the defect is identified.




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?


For our veils and accessories, we charge a flat rate of $15AUD within Australia. If you are from outside of Australia, shipping will be $30AUD. Shipping does not include insurance. We use reputable freight companies for all our deliveries, and parcels are fully trackable with signature on delivery. Cathleen Jia is not responsible for any freight lost or damage of your parcel. If you require insurance, please get in touch for a new freight fee before ordering.




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.




How do I care for my veil/ accessory?


Your veil will arrive in a box and you may wish to take it out and hang it on a hanger. You can lightly steam over your veil if need to, but please DO NOT iron your veil. Silk headscarves can be steamed and creases will drop without effort. If you are unsure, please get in touch with us.




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?


Some styles have 2 lengths available, so you can choose which lenghth is best suited for you. If there is not an option available on the shop page, 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.

INFO & LEGAL
CONTACT
Cathleen Jia Bridal
p +61 0385245267
e info@cathleenjia.com.au
Melbourne, Australia

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