Shipping & Return Policy
Custom-Made & Custom-Sized Orders
All Payton Bridal gowns are made to order, including gowns purchased in standard US sizing.
This includes:
• Dresses made to your personal measurements
• Orders where custom sizing is selected
• Gowns with custom design changes or requested alterations
• Made-to-order gowns produced specifically for your order
As each gown is individually made, we do not accept returns, exchanges, or refunds for changes of mind, incorrect size selection, or fit-related concerns.
Please allow some budget for potential alterations. Every bride’s proportions and fit preferences are unique, and even a made-to-order gown may require professional alterations to achieve the perfect fit. Any alterations needed after delivery are the customer’s responsibility and are not included in the purchase price.
Australian Alterations Service
We understand that your wedding dress may sometimes need further adjustments once you have had the opportunity to try it on.
For brides located in Australia, we offer an optional Australian alterations service starting from AUD $350. Each request is assessed individually, and we will confirm what is possible before providing a quote.
Alterations May Include
• Changes to the overall size or fit
• Bodice, bust, waist, or hip adjustments
• Lining adjustments
• Strap, sleeve, or neckline adjustments
• Minor length or train adjustments
• Additional structure, cups, or boning where possible
• Other minor alterations approved by our dressmaker
How It Works
To request an alterations quote, please contact us with:
• Photos of you wearing the dress
• Your updated measurements
• Details of the changes you would like
• Your wedding date
We will review your request and provide an individual quote. Prices start from AUD $350 and vary depending on the alterations required.
Once your request and quote have been approved, the dress will need to be returned to us in its original condition. We will complete the agreed alterations and arrange for the finished dress to be sent back to you.
Please allow a minimum of 12 weeks, plus delivery time, for the alterations service. Availability depends on the requested changes, your wedding date, and our current production schedule. Rush alterations are not available.
Return and redelivery costs are quoted separately and are the customer’s responsibility.
Dresses submitted for alterations must be unworn, clean, undamaged, and not previously altered by another dressmaker.
This optional service is available for fit or preference adjustments and does not limit your rights under the Australian Consumer Law.
Important Notes
As each gown is individually handmade, slight variations in fabric, lace placement, button placement, finishing details, or other design elements may occur. These variations are part of the handmade process and are not considered faults.
Colour may also vary slightly due to lighting and screen differences.
If there is a particular detail in the photos that you definitely want included, or something you do not want, please let us know when ordering. The more specific you are, the better we can ensure your gown reflects your preferences.
Shipping Policy
Order Processing & Production
All Payton Bridal garments are made to order, unless otherwise stated.
Production begins once full payment has been received and all sizing details, whether standard sizing or custom measurements, have been confirmed.
Production times vary by design, selected customisations, and our current production schedule. While we provide estimated production timeframes, these may vary due to fabric availability, custom design requests, or other production requirements.
Production & Delivery Timeframes
We recommend allowing a comfortable 12 weeks for production before your wedding date, plus additional time for shipping and any alterations that may be needed.
Payton Bridal does not offer rush production. While some gowns may be completed sooner, earlier completion cannot be guaranteed.
Where a pattern or progress photos are provided for approval, delays in receiving feedback or requested changes may affect the completion date. We would always prefer to take the additional time needed to ensure your dress is made correctly rather than rush an important detail.
Shipping time is in addition to production time.
Once dispatched, delivery timeframes are controlled by the shipping provider and cannot be guaranteed by Payton Bridal. Customs delays, courier disruptions, severe weather, and other circumstances outside our control may affect delivery.
Estimated delivery times after dispatch:
• Australia: 3–7 business days
• International: 5–20 business days, depending on location
Delivery timeframes are estimates only and are not guaranteed.
Shipping Costs
Shipping costs are calculated at checkout unless otherwise stated. Some listings may include complimentary shipping.
Tracking & Dispatch
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details where available.
Customs, Duties & Taxes
International orders may be subject to customs duties, taxes, or import fees imposed by your country.
These charges are the responsibility of the customer and are not included in the purchase price or shipping fee.
Please direct any questions about potential duties or import charges to hello@paytonbridal.com before purchasing.
Incorrect Address
Please ensure your shipping address is correct at checkout.
Payton Bridal is not responsible for orders delayed, lost, or returned due to an incorrect or incomplete address provided by the customer.
Lost or Delayed Parcels
If your parcel is delayed or lost in transit, we will assist in lodging a courier enquiry. However, Payton Bridal is not liable for delays or losses caused by circumstances beyond our control.
Returns for Faulty or Quality Issues
We accept returns only for confirmed manufacturing faults or quality issues.
If you believe your gown has a fault or quality issue, you must notify us within 7 days of receiving your order.
Please contact hello@paytonbridal.com with your order number, a clear description of the issue, and supporting photos or videos.
All returns must be approved by Payton Bridal before the item is sent back. Unauthorised returns will not be accepted.
Return Conditions & Timeframes
If a return is approved:
• The item must be shipped back within 2 weeks of receiving our return instructions.
• The gown must be returned in its original condition, unless the approved issue affects its condition.
• Return shipping costs are the responsibility of the customer unless otherwise agreed in writing.
• We recommend using a tracked shipping service and retaining proof of postage.
We are strict about these timeframes. Returns requested outside the applicable timeframe will not be accepted.
Refunds
Once an approved return is received and inspected, we will assess the reported issue.
If the return is confirmed to be due to a manufacturing fault or quality issue, any applicable refund will be issued to the original payment method.
Original shipping costs are non-refundable unless otherwise required by applicable consumer law.
Please allow several business days for your refund to be processed once approved.
Exchanges
We do not offer direct exchanges.
As all gowns are made to order, including standard-size orders, we cannot accept exchanges due to changes of mind, incorrect size selection, or fit-related concerns.
If you require a different gown, you are welcome to place a new order.
Contact
If you have any questions about returns, sizing, customisations, production timelines, or delivery options, please contact us prior to purchasing. We’re always happy to help at hello@paytonbridal.com.