Refunds & Exchange - Suzanne Harward
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Refunds & Exchange

Refund Policies


Suzanne Harward offers returns and exchanges on faulty goods only,
so it is important that you choose your style and sizing carefully. Please refer to our size charts for more information and read our Returns Policy below for more details.


Incorrect/Faulty Goods

Suzanne Harward prides itself on outstanding quality and design. We have a dedicated team who conducts quality checks of all stock to verify the good condition of products. If you suspect that you have received a product with some kind of flaw or fault or the incorrect item then please contact our Customer Care team as soon as possible quoting your order reference number, we will advise how to proceed with the return request.If there was a mistake on the part of Suzanne Harward or in the case an item was faulty or damaged, client will be reimbursed for return shipping charges. Please note that we do not accept liability for shipping loss or damage of returned goods. Suzanne Harward will not refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs bureau.

If your item was purchased at one of our Australian or international stockists you will need to return the item to the store it was purchased and liaise with them directly.

If you are returning goods to Suzanne Harward for repair or replacement, then please ensure you have previously discussed this with a member of our staff to ensure you receive the best possible care and advice. We cannot be held liable for any undelivered returns.

Please note that goods are faulty if they are deemed to contain a significant manufacturing fault. Each Suzanne Harward gown is individually handcrafted with great care and uses delicate and fragile fabrics, embroideries, embellishment and lace and it is normal for there to be slight imperfections and variations in finish, colour and fabrication. Embellishments and fabrics may change in colour with time and wear adding to the charm and individuality of each piece. These are not faults in the production of the garment and are consistent with handmade couture quality. We cannot be held liable for minor faults or flaws that are considered normal in individually handmade couture products.

Order changes and cancellation

Suzanne Harward is not able to alter or cancel orders once they have been placed. There is no refund or exchange for change of mind unless the goods are deemed faulty.

Processing your return

At Suzanne Harward we are committed to ensuring the highest level of service.Whilst hoping that you are delighted with your order, if you have received a faulty item we will gladly offer you a full refund or exchange for the same item.  We must however stress that in order to receive a refund or exchange, the item(s) must be unworn and in perfect new condition, with all garment tags still attached and in their original packaging. Suzanneharward.com reserves the right to refuse a refund or exchange on items we deem unfit for resale. This does not affect your statutory rights.

If you have received an item different to that which you ordered we will replace the item with the correct item that was originally ordered.

All online returns, whether products are sold at full or discounted prices, must be arranged through our Website and returned via our worldwide returns service. Items returned via a different method including those not pre-authorised by suzanneharward.com and those sent outside of our returns period may not be accepted.

Customers outside of Australia are liable for any additional import duties, customs and local sales taxes and are responsible for organising a refund of such charges where an item is returned to suzanneharward.com in accordance with our Terms and Conditions.

Suzanneharward.com proudly offers a complimentary return and exchange service (in accordance with our Terms and Conditions). Our complimentary returns service is only applicable to your first return. If you wish to return items from your order on separate occasions, then the further return shipping charge will be deducted from your refund.

Return requests on all items, including Suzanne Harward online boutique accessories, must be initiated within 7 days of delivery.

We aim to process your refund within 10-14 working days of receipt of your return.

All returns returned in accordance with our terms and conditions are entitled to a full product refund or exchange. Your refund will exclude shipping costs and for RoW orders; customs duties and taxes (please refer to Customs Duties and Taxes for more information on these charges).

You will need to include your invoice in order for suzanneharward.com to identify your order and allocate your refund, exchange or store credit accordingly. If you wish to keep a record of your invoice then please log-in to your online account where you will be able to print a duplicate copy, alternatively you may request one with our Customer Care team.

DHL will guarantee that the package arrives safely and on time. Therefore, only returns sent using our elected courier company DHL will be accepted. Goods returned by any other means such as standard post or other courier services are not advised as Suzanne Harward cannot be liable for any loss or damage to such deliveries.

Goods purchased online can only be accepted as returns via our Online Boutique and will not be refunded nor exchanged at any of our worldwide boutiques or stockists. Refunds can only be given via the original method of payment. If you receive store credit for an online order this may only be used against online orders at suzanneharward.com.

If a special discount code was applied to your order the amount refunded will be repaid at the discounted value.

 


Samantha Wills Returns & Exchanges

We do not accept returns or exchanges for change of mind on stock purchased from the online SAMANTHA WILLS boutique.

If you wish to return a faulty or damaged Product, SAMANTHA WILLS will gladly repair, exchange or refund the original piece in accordance with the following process:

That the Product was purchased within 6 months of faulty date.

  • You must notify SAMANTHA WILLS by email info@samanthawills.com to obtain a “Return ID number”, or please call SAMANTHA WILLS directly.
  • You must provide a “proof of purchase”, being either an invoice, bank statement, email confirmation from SAMANTHA WILLS or delivery note.
  • You must return the Product to SAMANTHA WILLS warehouse.
  • On International returns you must mark on the courier company’s consignment so that the Products do not attract possible customs duties and taxes again.
  • Refunds can only be credited back to the credit card that was used to make the original purchase. The refund will be processed as soon as the items have been received by SAMANTHA WILLS, however, please allow up to 14 days from the day you return the Product for your account to be credited.
  • Exchanges are only possible if the item is available. SAMANTHA WILLS can only exchange faulty items for the same item in the same style, subject to availability. If you wish to exchange, please make your request clear when requesting your Return ID number.
Measuring Guide
Conversion
Care & Alterations

How to measure

Simply measure your bust, waist and hips and enter below. The measuring guide will recommend the ideal Suzanne Harward gown size in accordance to the largest measurement given.



Conversion

AU Size
UK Size
US Size
Bust (cm)
Waist (cm)
High up (cm)
Seat (cm)
6
6
2
82
62
81
87
8
8
4
85
63
83
90
10
10
6
86
67
85
92
12
12
8
89.5
69
89
96
14
14
10
98
74.5
95
101
AU Size
UK Size
US Size
Bust (inch)
Waist (inch)
High Hip (inch)
Seat (inch)
6
6
2
32.3
24.4
31.8
34.2
8
8
4
33.4
24.8
32.6
35.4
10
10
6
33.8
26.3
33.4
36.2
12
12
8
35.2
27.1
35
37.8
14
14
10
38.5
29.3
37.4
39.7

Care & Alterations

General Care

Ensure you read the care label and cleaning instructions before attempting to clean.

By following the instructions on the care label you will keep your couture gown looking fabulous and at it’s absolute best.

Alterations

Suzanne Harward does not provide an alterations service and this also applies to Suzanne Harward online styles. We recommend you take your pieces to a reputable local tailor. Please contact our Customer Care Team should you require advice regarding alteration services in your area.

Delivery

Your couture gown will be delivered wrapped in acid free tissue paper. Gowns with embellishment will have a protective organza cover placed over the embellished area of the gown. Your gown will arrive carefully packed in to a keepsake heirloom box for safe keeping. This box will be packed inside a shipping box with a Suzanne Harward protective garment bag included in the delivery. To protect your exclusive Suzanne Harward gown we recommend you hang your garment within the protective bag provided.

Dry Cleaning

Each Suzanne Harward gown is individually handcrafted with great care and uses delicate fabric, embroideries, embellishment and lace to convey the same timeless, feminine and ethereal nature that is the Suzanne Harward handwriting. This may lead to variation in finish, colour and fabrication. Please take the utmost care when cleaning and wearing your gown as jewellery, finger nails and harsh detergents can harm delicate fabrics and finishes. Embellishments and fabrics may change in colour with time and wear adding to the charm and individuality of each piece. These are not faults in the production of the garment and are consistent with handmade couture quality. Your gown will arrive protected in acid free tissue paper and an organza cover covering any embellishment. A protective garment bag is provided to ensure the gown remains in impeccable condition. Please hang your gown in the garment bag when you receive your delivery.

If you wish to clean your gown after your special day we recommend you take your gown to a reputable specialist drycleaners experienced in cleaning of delicate couture pieces.

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