Return & Exchange Policy

RETURNS POLICY

We DO NOT provide refunds. We do allow exchanges on return of full-priced items. You will be provided with a store credit to place your exchange order.

RETURN PROCESS & CONDITIONS

In order to be eligible for an exchange or to receive an online store credit, your return item must meet the following conditions:

• All eligible items must initiate return within 14 days of receipt. In other words; you must lodge/present your item to the post office to commence its return within 14 days from date of delivery.
• Returns requested/ attempted outside of the 14 days from the date of successful delivery (obtained from the supplied tracking details) will be denied & returned to customer.
• The customer is responsible for all return-shipping costs.
• Items must be unworn, unwashed and free of any excessive hair, perfumes or scents on the fabric.
• Items must be free of any stains/markings e.g. Fake tan/Make-up.
• Items must have all tags, including any original hangtags attached.
• Made-To-Order items made to your measurements & custom designs cannot be returned and refunded. Please refer to the Made-to-Order Policy for more information.
• Gift cards are non-returnable.

MADE TO ORDER ITEMS

Made to order purchases with no customisations can be returned for a refund or *store credit, however, please note any rush order fees will not be refunded/credited.

Made to order purchases with customisations are final sale, unless faulty.

Customisations are optional extras during the 'Made to Order process' and are an additional cost. These include but are not limited to custom sizes, custom colours, extra length, bra suitable, sleeve changes, skirt changes, zipper changes, lining changes and additional belts.

COLOUR

The colours of dresses on our website may vary from monitor to monitor and the actual product you receive may or may not represent the perceived color/s which you see on your device. External factors such as lighting/flash photography may also affect the true colour of some dresses, hence why we strive to accurately identify the colour of the garment within the product title or product page. If still unsure, please be in touch with our customer care team. A refund for this return reason will not be accepted.

FABRICS

We use a range of new and unique fabric styles when making our gowns and dresses. If you are unsure of a particular item or the fabric used please email us prior to making your purchase. We have outlined some further details below for you: Sequin items may have some sequin loss, this is normal and not considered a fault. Glitter covered items are packed with extra Glitter to provide maximum sparkle, please open these items over a plastic bag to capture all the spare Glitter that may fall down, any Glitter loss is normal and not considered a fault. Some loose threads may occur during the production of an item, any item with a loose thread is not considered a fault.

FAULTS & WARRANTIES

HDD The Label cares about your purchase, hence why all products purchased from this website are checked by human hand under camera supervision prior to shipment. All orders will be accompanied by a 'Garment Quality Check-List'. Further to this, your product is double-checked before it is packaged by the person shipping your order.

In the event of an unexpected fault, HDD The Label is happy to provide a replacement or repair at no extra cost to the customer (within reason & upon approval).

For all faulty claims, immediately lodge a return request and attach clear photos of the claimed faults on the product along with the 'Garment Quality Check-List' which was provided with your order. Depending on the claim, any faults caused during the course of wearing the item/s may be void, as all joints & moving parts are checked/ tested prior to shipment.

FAULTY ITEMS

All items are inspected prior to shipment, however if you believe you have received a faulty item please contact us within 3 days of receipt of package so we can resolve this for you.

Items that become damaged as a result of normal wear and tear are not considered to be faulty. HDD The Label will determine, in its sole judgment and discretion, whether the damage is as a result of normal wear and tear or some other reason, we will offer replacement, refund or repair at our discretion.

If you belive your item has a major fault please contact us here and include photos and clear description of the problem and our management will review this for you.

STORE CREDIT POLICY

• Store Credit can only be used online at our website, https://hddthelabel.com/ 
• Store Credit cannot be transferred to another person or account.
• Store Credit may not be purchased and is only provided when previously purchased items have been returned and you have been issued "Store Credit" as a refund method.
• Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due.
• Store credit expires within 12 months of issue.
• Store credit is provided in Australian Dollars.
• All issued store credits will incur a shipping fee. If free shipping was provided on the original order, it cannot be provided again for your second order regarding any return reason.
• Store credit amount issued will need to be used in full on your next purchase. You will not be permitted to use the store credit for a cart value under the issued store credit amount.

RETURN ADDRESS INFO

The return address will only be provided once your return request is 'Approved' & will be issued within the approval email sent by our returns team.