Returns & Refunds

We are proud of every item in our emporium and create every handmade, keepsake box or gift with love. While we hope that you will also love your products, we understand that issues can occur and returns and refunds do happen. Please read our policy carefully prior to ordering. If you have any concerns, please reach out to us at: [email protected]

Custom Engraved, Personalised Items and Clothing

As The Bridal Box Co. keepsake bridal party gift boxes are made to order we cannot accept any returns for change of mind. We believe that imperfections or inconsistencies that are a result from being a handmade product, is what gives our signature gift boxes their character. Therefore, no returns, refunds or exchanges are offered.

We do not accept returns or exchanges on our custom or personalised gift items. If you are concerned about the style of a product or font, you can contact us prior to purchase for a mock-up of your design.

We do not accept returns of clothing items (i.e. bridal robes) unless unopened and in their original packaging. If you wish to return a clothing item, we will inspect it upon return before issuing a refund.

Non-Personalised Giftware

We accept the return of giftware items that are not custom made or personalised only when the return process is initiated within 14 calendar days of item delivery. If you would like to return an item for refund, please contact us at [email protected] within 14 days of item delivery. If your item is returned to us in satisfactory condition, we will refund the cost of your item/order minus shipping fees. We do not accept the return of any items if contact has not been made with us within 14 days of delivery.

Damaged Items

If you receive an item that is damaged, please contact us within 48 hours of receipt to: [email protected] with details of your order and photographs of the damage attached.

All items sent from The Bridal Box Co. have been quality checked before they are dispatched. Therefore, only damages that have occurred during transit are eligible for return. Damages to items that have occurred following your receipt of delivery will not be eligible for return or refund.

Please ensure your items are being delivered to a recipient that can inspect them within 48 hours of delivery. Unfortunately, we will not accept returns for damaged items unless we have received email correspondence within that timeframe.

If your delivery parcel looks damaged and you believe the item/s inside may be damaged, we suggest that you refuse to accept the delivery and not sign for it. By signing for a damaged parcel, you are accepting that damaged package.

Incorrect Details, Change of Date or Event Cancellation

Please check the details of your custom-made items and personalisations carefully when ordering. In the event that you have placed an order with incorrect details or typographical errors, please contact us immediately to amend your order. Unfortunately, once a custom made or personalised item is in production, we will not be able to change your order details and will not offer return or refund for this item.

We understand that times are uncertain, and that event dates and details can often change. Unfortunately, we will not accept returns to amend a date or detail on any custom or personalised products. We do not sell the lids to our hampers and gift boxes separately, so if you do require these details amended, you will need to purchase a new box in its entirety. We do not accept returns, refunds or exchanges for items that were ordered for an event that has since been cancelled. If your items are non-personalised or custom engraved, you can return them within 14 days of delivery as mentioned above.

If you have ordered items with incorrect details and that order has been completed, but not yet dispatched, we are happy to refund the cost of your shipping.

Incorrect Products or Order Received 

If you believe you have received an incorrect order, items are missing or items are incorrect, please contact us as soon as you can, and we will work with you to quickly resolve the matter. If you need to return incorrect items, The Bridal Box Co. will email a return label to you and cover the shipping costs of replacement items.

If you have noted ‘Authority to leave’ at checkout and your order has seemingly not been delivered, please email us within 48 hours of the delivery notice. We will follow up with AusPost or the courier company used in an attempt to resolve the matter. If it is determined that your order was correctly delivered, but has since gone missing or been damaged, we will not refund or replace your order. If you note that you would like order to be left unattended upon delivery, you are doing so at your own risk.

Order Returned to Sender

There are a few reasons why your order might be returned to us. These include, but are not limited to:

  • Incomplete or Incorrect address on order
  • Item was redelivered to a collection point (i.e., Post Office) but was not collected
  • Delivery was refused or recipient was not known at that address

Please ensure your delivery details are correct and complete before confirming your order and that someone will be available to sign for receipt or collect items from a collection point in a timely manner. Orders cannot be redirected once they are in transit, so if you have made an error in delivery details your parcel may be delivered to the wrong recipient, or the courier may return the parcel to us. We can arrange redelivery of your order only once it has been received back to our studio. Redelivery costs are the responsibility of the buyer. We will not issue refunds or accept cancellations of orders that are significantly delayed by this process, if due to incorrect details being supplied.

Returning Your Items

  • To initiate a return, please email us at [email protected] with your order details and we will discuss the returns process with you.
  • If your items are eligible for return, the cost of returning the items is the responsibility of the buyer.
  • We will not accept items that have been returned damaged or soiled, so please ensure that you package your return items safely and securely.
  • All refunds will be processed back to the original payment method.