Shipping & Return Policy

Custom-Made & Custom-Sized Orders

Due to the bespoke nature of our work, all custom-made and custom-sized gowns are final sale.

This includes:

- Dresses made to your personal measurements

- Any order where custom sizing is selected

- Custom design changes or alterations requested

- Made-to-order gowns produced specifically for you

- These items are not eligible for return, exchange, or refund.

Standard Size Orders (General Sizing)

For gowns purchased in standard US sizing (not custom measurements):

  • You must notify us within 14 days of receiving your order if you wish to request a return
  • Items must be unworn, unaltered, unwashed, and in original condition
  • Dresses must be returned with all tags attached and in original packaging

Returns requested after 14 days of delivery will not be accepted.

Return Approval

All returns must be approved before sending the item back.

Please contact us with your order number and reason for return.

Unauthorised returns will not be accepted.

Refunds

Once an approved return is received and inspected:

  • Refunds will be issued to the original payment method
  • Original shipping costs are non-refundable
  • Return shipping costs are the responsibility of the customer

Please allow several business days for your refund to be processed once approved.

Exchanges

We do not offer direct exchanges.

If eligible, please return your item (with approval) and place a new order.

Faulty or Incorrect Items

If your order arrives faulty or incorrect, please contact us within 48 hours of delivery with clear photos so we can resolve the issue promptly.

Important Notes

  • Slight variations in fabric, lace placement, or construction are part of the handmade process and are not considered faults
  • Colour may vary slightly due to lighting and screen differences

Shipping Policy

Order Processing & Production

All Payton Bridal garments are made to order, unless otherwise stated.

Production times vary by design and are listed on each product page. These timeframes begin once:

  • Full payment has been received, and
  • All sizing details (standard size or custom measurements) have been confirmed

Please note that production times are estimates and may vary slightly due to fabric availability or custom design requests.

Production and Delivery Timeframes

We will always do our best to complete your dress within the estimated timeframe provided. However, all of our dresses are handmade, and custom orders may require additional time if adjustments, pattern changes or unexpected production issues arise.

Where a pattern or progress photos are provided for approval, delays in receiving feedback or requested changes may also 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.

Once your dress has been dispatched, delivery timeframes are controlled by the shipping provider and cannot be guaranteed by Payton Bridal. We will generally select the fastest suitable express service available, with tracking and signature on delivery. While express shipping is usually reliable, customs delays, courier disruptions, severe weather and other circumstances outside our control can occasionally affect delivery.

When placing an order within a short timeframe, please consider the risk of allowing little or no contingency time for production, shipping or any alterations that may be needed after your dress arrives. By proceeding with a rush or short-timeframe order, you acknowledge that estimated completion and delivery dates are not guaranteed.

Shipping time is in addition to production time.

Estimated delivery times:

  • Australia: 3–7 business days after dispatch
  • International: 5-20 business days after dispatch, 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.

Payton Bridal is not responsible for delays caused by:

  • Courier services
  • Customs clearance
  • Weather events
  • Peak shipping periods

Customs, Duties & Taxes

International orders may be subject to customs duties, taxes, or import fees imposed by your country. Please ask any questions about duties and charges directly to hello@paytonbridal.com

These charges are the responsibility of the customer and are not included in the purchase price or shipping fee.

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

Once an order has been dispatched, responsibility for the parcel transfers to the shipping carrier. You will be sent a tracking number to ensure the delivery process is smooth. 

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 beyond our control.

Urgent Orders

If you have a specific wedding date or require a rush order, please contact us before placing your order to confirm production and shipping availability.

Contact

If you have any questions about shipping, timelines, or delivery options, please contact us prior to purchasing — we’re always happy to help at hello@paytonbridal.com