FAQ

FAQs Categories

  • Size chart
  • Dress guide
  • Shipping
  • Payment Methods
  • Order status

Welcome, how can we help you?

We warrant that your information including the sensitive information submitted by you is protected both online and off-line. While you are making the payment, the page is secure, encrypted and protected with the best encryption software in the industry – SSL. You can choose one of your favourite from the payment methods below. Soon to come After Pay checkout.

How can I track my order?

1. You can log in to our website with your email and track your order status in “My orders” if you placed the order under your registered account.
2. If the order was placed without signing in, you can use the “look up a single order” function to track your order. Please follow these steps:
1) Go to our website and click “Order Status”.
2) Enter your order number and email address to see your order details.

 
Can I change my delivery address?

You can only change the shipping address within the same country while your order is still in production. Simply log in to your account and click “My Orders”. Find the order you’d like to change and edit the shipping address on the order details page.
Once your request is submitted, a ticket will be automatically generated and sent to our customer service team, who will then change the address for you.
If you’d like to ship your order to another country, please contact our Customer Service via the contact us page for more details about shipping fee variations and logistic restrictions.
Once your order is shipped, we are unable to change the delivery address anymore.

 
Shipping destinations.

We ship worldwide. Please select your destination from our shipping countries drop-down list when you input your shipping address.

 
Shipping costs.

The shipping fee will depend on the weight of the order. It is possible to check the estimated shipping cost on the checkout page. Free shipping is offered within Australia – minimum $100 spend.

 
Shipping times.

Shipping times vary due to different shipping methods used in different countries/regions. Please check your local destination for detailed information.

Our returns and refund process.
 

If you are unhappy with your item(s), please go to My Orders or contact our Customer Service via the contact us page to initiate a return within 14 days upon receipt.
We will refund your returned item(s) plus applicable taxes normally within 7-14 days after we receive and confirm the returned package. Shipping fee (ordering & returning) is not refundable.
Please make sure all items are returned in their original condition. They must be unworn, unwashed, unaltered, undamaged, and with the original tags attached.
We’ll issue a full refund including shipping for any damaged, defective, or mis-shipped items. In this case please request a return in My Orders or Contact Us directly for assistance.
For more information, please check our Return & Refund Policy.

 
Initiate a return/refund

To initiate a return request, you must go to your order page first.
• Ordered Through Account:
Log into your Bridley account and to go to your orders page. If you have trouble getting into your account, you may have used Guest Checkout.
• Ordered Through Guest Checkout:
Please leave a message via the contact us, and fill out your personal details,  order number and the email used to place the order (where you have received emails related to your order) to pull up your order page.
If you don’t remember whether you used your account or Guest Checkout to place your order, try both of the above instructions, and if neither work, reach out to our Customer Service team via contact us page with your order details.
When you get to your order page, you can initiate a return by following the process outlined on our Returns & Refunds page. If you need any further assistance, please contact our Customer Service team.

 
Can I return a custom-made dress?

Unfortunately custom-made dresses are non-returnable and non-refundable. These dresses are tailor made to your exact specifications therefore they cannot be resold.

**Please also note that all items marked as “CLOSE OUT” are non-refundable items.**

What if the item I want is out of stock OR Will an item be back in stock?

If an item you want is out of stock, please contact our Customer Service team via the contact us page to check if it will be re-stocked and when.

 
Size guide

Please refer to our  Size Chart to ensure you choose the correct size when ordering your dress. You can select the standard size option if your measurements align with our size chart.
If you cannot find your measurements on the size chart, we recommend you choose the custom size option to ensure the dress fits perfectly.

 
Colour guide

To make sure you choose the best colour you like, please refer to our Colour Chart/s which has been adjusted to display colours as close as possible to the actual fabrics. However, screen resolution can still cause slight variations between pictures and products. Therefore, we recommend you to order a fabric swatch to double check the colour before making your decision.
If you are ordering multiple dresses, to ensure your dresses are made from the same roll of fabric, please inform us of your colour requirements via email, or leave us a message in the Special Instructions column at the bottom of the checkout page when placing your order.

 
Customization services

Please contact us for detailed information about our customization service and instructions, which might vary depending on the item(s) you ordered. We are here to answer all your questions to make for a positive experience.

How do I place an order?

To place your order:
1. Add the desired item and quantity to your cart
2. Click the shopping cart icon.
3. Review your order and click “SECURE CHECKOUT”.
4. Checkout as Guest or Sign In to place the order.
5. Confirm your order details, click “CONTINUE CHECKOUT”.

 
Can I change or cancel my order?

For order cancellation request: Depending on what you ordered, our cancellation window and refund policy will differ slightly. Please refer to our Order Cancellation Policy for detailed information.
For order change request: Depending on what you ordered, our ability to make changes to the order (such as to the chosen designs, colour, or size) will be limited. Please refer to our Order Changes Policy for detailed information.

 
When will I receive my order?

Total Delivery Time = Processing/Tailoring Time + Shipping Time
Ready-made items usually take less than 48 hours to process before shipping. However, made-to-order items require additional production time, which differs from category to category. Shipping time for different countries/regions may also vary.

 

Missing item/wrong item received

We will issue a full refund including shipping fee for any missing item or mis-shipped items as long as we are notified within 14 days upon your receipt and your request is confirmed.
Please request a return in My Orders or Contact Us directly for assistance with processing your return. After 14 days, we may not be able to process the return and a full refund.

Custom-made & items marked as close out are non-refundable.

Trouble signing into my account

Please double check if the email address and password you put is correct. If you still can’t sign in to your account, please contact our Customer Service team with your account information and details of your issue. They will liaise with our technical team to help resolve it.

 
Changing account details

Please login to your account to change your account details directly. If you require further assistance, please send full details of your change request to our Customer Service team. They will reply within 24 hours.

 
Forgotten my password

If you have forgotten your password, please click on reset it link.
If this doesn’t work, please Contact Us, and with your permission, we will reset your password for you.
If you would like to change your password, please follow these steps:
1) Click “Sign in” on our website and then get into your account page.
2) Click “Account Settings” (For computer user) / “Password” (For mobile user) and then you can change the password and save the new one.

Payment options

Payment options differ from country to country. Please refer to your country for more information.

 
Help with a promo code

If you have a general promotional code, please insert it in the Coupon Code box when you place your order and checkout.
If you have received a special promotional code via email, please select the relevant code from the options presented in the Coupon Code drop-down list as part of the checkout process.
All coupons have usage conditions and expiration details. 
If the code doesn’t work, please check whether it’s expired or doesn’t meet the conditions outlined. If the coupon is still in date and can be used, please contact our Customer Service team, who will be happy to assist.

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