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.




My wedding is really soon, can you still help?


If your wedding is sooner than our production time frame of 16 weeks, 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.




What is the length of your dresses?


Our dresses are made to a standard length, our model is 176cm and is wearing a 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 is your return policy?


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 after inspection and approval by Cathleen Jia. We are here to help, if you have any questions, please get in touch before ordering.




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 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?


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 shipping?


We do not include insurance in our standard 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 choose to professionally steam your piece once it arrives.




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 choose to steam your piece professionally prior your wedding day. 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?


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. We unfortunately cannot accept orders if your wedding is less than 10 days.




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?


We take pride in our quality and inspect every detail of your veil/ accessory before leaving our Bridal Loft. In the unlikely event that your item 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.




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. Shipping does not include insurance. We use reputable freight companies for all our deliveries, and parcels are fully trackable. 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, 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. Headscarves can be steamed (not ironed). 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?


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.

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