Terms & Conditions - Suzanne Harward

Terms & Conditions


Please read these Terms and Conditions carefully, by using this website you are agreeing to all of these Terms and Conditions. You shall be responsible for reading and understanding these Terms and Conditions, and we do not accept responsibility for any loss or damage incurred by you or any third party as a result of your failure to do so.


General

Your statutory rights shall remain unaffected by these Terms and Conditions and, except in accordance with these Terms and Conditions all purchases are non-exchangeable, non-refundable and non-transferable.

We do not accept any responsibility for any amendments or changes we periodically make to the information contained in our website, and we reserve the right to alter these Terms and Conditions or the information in this website at any time.  If you have any questions about these terms and conditions, then please email us info@suzanneharward.com.

Shipping and Delivery

Customers shopping in Australia are required to pay Australian GST at the current rate.

Customers shopping in RoW (Rest of World) locations including New Zealand may be liable for customs duties and taxes.  These duties and taxes are established by each local government and are a legal requirement.

Please note that if you refuse a package on delivery you will be liable to cover all shipping costs.

Customs Duties and Taxes for Rest of World

We currently ship all orders DDU (Delivery Duty Unpaid). Customs duties and taxes shall be invoiced once the item has cleared customs, either prior to or after delivery dependent on your location and you will be invoiced via the courier service. Some countries may require you to hire a broker. You, the customer, are liable for all charges.

Customers in RoW locations who return their orders for a refund to suzanneharward.com are responsible for retrieving the charges for customs duties and taxes. Suzanneharward.com is unable to refund the customs fees however we may provide you with information relevant to request a refund.

Returns and Exchanges

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 are not perfectly satisfied we will gladly offer you a full refund or exchange for the same item in a different size or colour. We must however stress that in order to receive a refund or exchange, the item(s) must be unworn and in perfect 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.

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 you have received an unwanted gift that has been purchased from suzanneharward.com we are able to offer you an exchange or store credit to the same value the item was purchased at, we will require proof of purchase in order to do this. We are only able to refund gifts via the original payment in accordance with our usual Terms and Conditions.

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

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 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. Our garments are hand-made with delicate and fragile fabrics and it is normal for there to be slight imperfections and inconsistencies in the fabric. We cannot be held liable for minor faults or flaws that are considered normal in handmade couture products.

Privacy policy

Suzanne Harward respects the privacy rights of its online customers and subscribers and recognises the importance of protecting the information collected about them. Our Privacy Policy states how we collect, store and use the information that you provide us with.

This privacy statement may change and therefore you should review it regularly. We will of course notify you of any changes where we are required to do so.

We may use your personal information for our internal marketing and demographic studies, together with non-personal data to monitor customer patterns so we can consistently improve our site design to better meet our visitors’ needs.

Where Suzanne Harward promotes special events, limited edition products or online competitions and email address data is collected, these will automatically be included in our regular newsletter subscription service. Subscribers may however unsubscribe at any time by using the unsubscribe link at the bottom of all email communication.

How we use your information

The information we request from you is used to help process your order and may be used for in-house profiling and marketing purposes. We require all information to be accurate and correct. Your billing information and address given must match that of where your card is registered to in order to settle your payment, any incorrect information given may delay the despatch of your order.

As a Suzanne Harward subscriber, we will send to you via email items we feel will be of interest to you such as newsletters, VIP events and marketing emails.

We will not pass your information to any third parties outside of Suzanne Harward Design Pty Ltd, except where required to do so as a part of the sale, disposal or transfer of our business.

It may be necessary to pass some of your information on to our third party service providers such as our despatch service and delivery companies.

We may from time to time ask you for feedback to help us improve our website and services to you.

By visiting suzanneharward.com, you are accepting and consenting to the practices described in this Privacy Policy and the Terms and Conditions.

Registration

To use some of the services or features made available to you on this site you will need to register. When you register you should provide information that is accurate, current and true. Should any of your information change please update your account or notify us at info@suzanneharward.com.

If you wish to shop with us we will ask for your billing information including name and telephone number, email address and delivery information.  We reserve the right to deliver only to your billing address on your first order.

The password you provide should be unique and kept secure.

If you are under 16, we require that you inform a parent or guardian about Suzanne Harward’s Privacy Policy and Terms and Conditions and seek their consent to these before registering with Suzanne Harward or placing an order with our online store.

Cookies

A cookie is a piece of information that is stored on your computer’s hard drive by your web browser, which tracks your movements within websites.

Suzanne Harward uses cookies to keep track of how often you visit our site, the contents of your shopping bag, previous purchases and to deliver content specific to your interests, cookies are predominantly used for marketing purposes. Cookies also help us to continually improve our website and services to you.

If you choose not to receive cookies, you may still utilise most of the sections on our website, including the ability to purchase items.

Most browsers are automatically set to accept cookies but usually you can alter the settings of your browser to prevent automatic acceptance.

For more information on cookies please visit www.aboutcookies.org.

Content

Website and Goods

Special care has been taken in assuring that the colour of all products on our website matches the real product colour as accurately as possible. As different computer resolutions may indicate slight variation in sharpness and clarity of the colours, we are unable to guarantee the exact product colour as seen on screen.

We endeavour to ensure that all information on suzanneharward.com is accurate and correct at all times and will try to resolve all information errors on the website as soon as reasonably possible.

If you believe that such an error has affected your purchase, please contact us at info@suzanneharward.com. We must stress, this does not admit liability on Suzanne Harward’s part.

Be aware that:
• the colours shown on our website will vary depending on a range of factors including your computer screen and display settings
• sizes and measurements are an approximate guide
• all goods are subject to availability which means we may not be able to supply your order until we have checked our stocks
• delivery timings are estimates only and whilst we endeavour to get the item to you as soon as possible please allow the maximum time as set out in our delivery section
• goods and promotions which are offered on our website may not always be available and we will update these periodically

It is your responsibility to ensure that your login, password and all other details in relation to your account remain confidential at all times.

Suzanneharward.com and its Terms and Conditions are governed by Australian law and your agreement with them is an agreement by Australian law.

Notice, Disclaimers and Copyright

All visual content included on the website, such as rich media, text, graphics, logos, button icons, images, audio clips, videos, digital downloads, data compilations, and software, is the property of Suzanne Harward Design Pty Ltd., or its content suppliers and is protected by Australian and international copyright, authors’ rights and database right laws.

The compilation of all content on this website is the exclusive property of Suzanne Harward and is protected by Australian and international copyright and database right laws.

Suzanne Harward Design Pty Ltd.’s trademarks and trade dress are not to be used in association with any product or service that is not by Suzanne Harward Design Pty Ltd, or in any manner that is likely to cause confusion among our customers, or in any manner disparaging or bringing Suzanne Harward Design Pty Ltd into disrepute.

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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