Exchanges ARE allowed.
We want you to be happy, and we are AMAZING at Bridal Styling... annnnnd after we style you... you aren't going to want to exchange it anyway!! But just in case you do...
(For ENGAGEMENT RING, WEDDING RING and VINTAGE FINE JEWELRY Specific Exchange and Return Policy information is HERE)
Here are the TERMS of Exchange for Bridal Accessories:
(It's super easy to do an exchange... but please read... It's all the stuff you'll want to know...)
1) Customer MUST email Customer Service@edenluxebridal.com within 48 HRS of USPS or FedEx verification of delivery to obtain a Return Authorization Number.
2) Your piece MUST be MAILED BACK within 48 HRS of USPS or FedEx tracking verification of delivery.
Obviously Sunday or a Postal Holiday like July 4th, or Christmas Day doesn't count towards the 48hrs... since the Post isn't open on those days. In those cases, the parcel must then be verified as shipped back to us on the next Postal Business Day.
3) Without a return authorization or non shipment of parcel back to us within 48 Hrs of delivery, parcel will NOT be accepted and will be returned to sender and not eligible for exchange.
4) Buyer is responsible for shipping costs both ways.
i.e. When you send it back to us, we will send you a link to purchase shipping of the newly selected piece back to you - when you decide on which item you would like instead.
5) All original hang tags MUST be attached and undamaged or the item will NOT be eligible for exchange and will be returned to sender.
6) The piece MUST be sent back in the original packaging, annnnnnnnd, it MUST arrive in it's original unworn and perfect undamaged condition that it left our studio in... or it will NOT be eligible for exchange and will be returned to sender.
7) We are not responsible for Non-Arrival of pieces sent back for exchange, or pieces that have been damaged by the Post on it's way back to us.
FAQ & Policies
WHAT ARE THE TERMS OF PURCHASE / REFUND / EXCHANGE POLICY?
Therefore, it's HIGHLY recommended to use a Trackable and Insured method like USPS Priority Mail or FedEx when shipping back the piece you would like to exchange... and if you have Tracking and Insurance - your lovely piece is protected from loss / damage during transit.
(Definitely sounds like a good idea to me!) If your piece doesn't arrive, or arrives damaged, it is NOT eligible for exchange and will be returned to sender.
8) Please note - Customized / Special Order / Bespoke Pieces / Pearling Added Option Pieces are items that have been made just for you... and thus are NOT eligible for exchange.
9) If the piece you would like to exchange your original purchased piece for is GREATER in price than the piece you originally purchased...
You will receive a link for purchase to cover the difference in the price to the upgraded piece, plus the cost for the re-shipping of your newly selected piece back to you.
10) If the piece you would like to change to, is LESS in price than the piece you originally purchased...
You will receive a SHOP CREDIT for the difference, minus the cost to re-ship your newly selected piece back to you.
11) Regardless of wedding / wear date, or you have just decided to forgo a headpiece or decline to exchange to another item - for any number of reasons or situations... please note - refunds will not be processed. Any left over funds will be available to you in Shop Credit.
12) Shop Credit will be valid for ONE YEAR from the date of original purchase.
Tiaras and Jewelry also make great Birthday, Maternity Photoshoot, General and Holiday Gifts too...and you are also welcome to "Gift" your shop credit to your BFF who is getting married, or anyone else you would like, etc. for use until the expiration date.
If you would like to Gift your shop credit - please just message us to discuss, and we will make it happen!
By placing your order you acknowledge, agree and accept all of the EDEN LUXE Bridal shop policies and acknowledge, agree and accept that all orders fall under a no refund or cancellation policy, and exchanges are allowed as detailed above.
As is standard in the Bridal Industry, due to the delicate nature of Handmade Bridal, Custom / Bespoke pieces and Special Occasion items a no refund, or cancellation policy is necessary, and exchanges are allowed as detailed above.
WHAT ARE THE TERMS OF PURCHASE?
However, to help avoid the need for this in the first place... we are available to answer as many questions as you have about our pieces... as well as to provide HONEST styling guidance about if the piece that you are interested in will create the look you want.
Handmade Bridal Adornments are made from very delicate and costly materials, and as a small boutique studio and an Artisan... not a Huge Corporation - I simply cannot absorb the types of costs associated with theft, loss, buyer damage during use, "I just changed my mind", "it suddenly broke at, before, during or after my hair trial" (we all know things don't just suddenly or spontaneous break without someone doing something to break them), etc... and any number of other situations that a large company can.
That being said... I personally have earned over 700+ glowing Feedbacks from my Etsy Shop - EDEN LUXE Bridal. I am EXTREMELY EASY to work with... a very nice person and believe in ethics in all things and Good Karma.
PERSONAL NOTE FROM OUR PRESIDENT / CREATRIX HEATHER EDEN ON OUR RETURN POLICY.
I work very hard to make sure that all of my clients are happy and have nothing but wonderful things to say about me and my creations and I promise that I will make every reasonable attempt to work with you to try to help solve any unforeseen issues that may occur.
However, shop policies are there to provide a definitive framework of appropriate expectations and avoid unscrupulous claims, manipulative bullying and just ridiculous client shenanigans. You would be shocked at some of the things I've heard over the years. LOL! I'm always happy to help but there must be guidelines and boundaries.
EDEN LUXE Bridal will not provide refunds nor allow returns, and is not responsible for missed delivery dates related to Postal or Customs Loss, Delayed or Undeliverable Parcels returned to sender due to addresses noted by the Post as incorrect, Duty non-payment, or parcel refusal.
Buyer is responsible for any reshipment charges of Parcel returned to Sender, and any Postal charges charged to Seller for return of Undeliverable Package.
IF MY PARCEL IS LOST OR DELAYED IN CUSTOMS CLEARANCE, CAN I GET A REFUND?
If Buyer chooses not to purchase reshipping; Store Credit for original amount of item, minus any shipping fees and postal charges will be provided.
Domestic shipping costs do include insurance to help protect your investment against loss, and clearly provable Postal related damage. i.e. the package arrived crushed or the package was entirely lost PRIOR to USPS documented delivery.
EDEN LUXE Bridal will not provide refunds nor allow returns, and is not responsible for missed delivery dates related to Buyer non communication of Wedding or Event Dates, Postal or Customs Loss, Delayed or Undeliverable Parcels returned to sender due to addresses noted by the Post as incorrect, duty non-payment, or parcel refusal.
Please put wear date information in the Checkout Notes so we can help wherever possible to facilitate your order getting there on time.
If you have some information for us that will help us make sure your piece is delivered on time and without incident... PLEASE let us know!
I DIDN'T READ THE SHIPPING TIMEFRAME FOR THE PIECE I ORDERED, OR LEAVE MY WEDDING DATE / WEAR DATE IN THE NOTE TO SELLER SECTION OF THE CHECKOUT - AND NOW MY PIECE WAS DELIVERED TOO LATE... DO I GET A REFUND?
We are REALLY good at what we do, but we definitely can't read minds. :-)
EDEN LUXE Bridal will not provide refunds nor allow returns, and is not responsible for missed delivery dates related to Buyer non-communication of Wedding / Event / Wear Dates, Postal or Customs Loss, Delayed or Undeliverable Parcels returned to sender due to addresses noted by the Post as incorrect, Duty / Customs non-payment, or parcel refusal.
No, EDEN LUXE Bridal is not liable for and unable to provide refunds for missed delivery dates due to USPS or other Carrier or Customs Delays, nor able to provide replacements for items that have been marked "delivered" per USPS... but for whatever reason have not been received by the Buyer due to package theft, loss or any other reason.
Unfortunately, if your package is lost or stolen after it has been scanned as delivered by the USPS, they will deny any
THE TRACKING INFORMATION SHOWS MY PACKAGE WAS OFFICIALLY DELIVERED, BUT NOW IT'S GONE MISSING. WILL YOU SEND ME ANOTHER ITEM FOR FREE?
Insurance Claim attempted on the parcel as they have provided the delivery service and it is the responsibility of the buyer to provide a safe place for delivery.
If you require "Signature Delivery" you can choose that option via shipping upgrade or leave us a note at checkout.
To keep your Tiara, Crown or Headpiece looking as 100% Perfect as it was before it left my studio... It's delicate, so keep it stored in the original Keepsake Box that it came in and handle it with care and gently.
Just like your engagement ring... it should be handled with care so the stones don't inadvertently come loose and fall out. Rough usage or dropping it may cause crystals to be knocked out of their settings.
A Tiara or Crown is a piece of jewelry and obviously must be cared for accordingly.
HOW DO I CARE FOR MY TIARA / HEADPIECE / CROWN AND KEEP IT LOOKING PERFECT?
Store your pieces in its original packaging in a cool dry place away from direct sunlight. Position pieces into their original shape during storage. DO NOT let your hairdresser SPRAY HAIRSPRAY ANYWHERE NEAR your Headpiece for GOODNESS SAKE! It 100% WILL cause a film over the crystals which will make them look dull, and the chemicals may cause the metal to oxidize and tarnish. Tarnish can be wiped away with a Jewelry or Silver Polishing Cloth available pretty much everywhere, but prevention is best!
No. All items are very carefully inspected for any defects prior to shipping, and are sent out ONLY if they are 100% perfect and carefully packed to protect your beautiful Bridal Adornments in transit to their new home.
As an Artisan and not a "big box retailer" EDEN LUXE Bridal is unable to be responsible for any replacement or refund for items that have been broken or damaged by the buyer during use.
I BROKE MY ITEM WHEN I WAS USING OR WEARING IT, BUT I COULDN'T HAVE POSSIBLY DONE ANYTHING TO BREAK IT, SO IT MUST HAVE BEEN DEFECTIVE... DO I GET A FREE REPLACEMENT OR A REFUND??
Handmade Bridal items are made from costly materials and are very delicate, any items broken during use or attempted use, will necessitate replacement via REPURCHASE of the item, EDEN LUXE Bridal will NOT replace the item at no charge.
If Shipper has lost the Parcel and INSURANCE has been PURCHASED by the Buyer, a claim can be submitted to the Post by the SELLER. If claim is approved by the Post, and refunded to EDEN LUXE Bridal by the Post, ONLY THEN a replacement item will be reshipped if available and time permits
WHAT HAPPENS IF THE POST LOSES MY PARCEL?
otherwise BUYER will receive SHOP CREDIT to be used within 1 year of date of original purchase only for the amount of the item purchased, minus any shipping charges and fees charged back to Seller by the Post for any parcel that has been Returned to Sender.
The shipping method that you have chosen upon checkout is the time that it will typically take for a parcel to arrive once dropped at the Post or given to Fedex.
Ready to Ship items are processed for shipping within 3-5 Business Days (M-F, not including US Holidays) after purchase during Wedding Season (Jan-Oct.)
USA Parcels typically arrive within 2-3 Business Days once dropped at the Post.
International Parcels can take 3-5 Weeks to arrive at International Destinations via US 1st Class International Parcel Service depending the location and the time that Customs Clearance takes in that area of the world.
HOW LONG DO THINGS TAKE TO ARRIVE?
There are multiple options of Shipping Upgrades available for purchase at checkout for much faster delivery. Please note: We do not profit from Shipping Fees collected, your paid fees cover the Postage charges and packaging. (Just thought you would want to know... )
Additionally, please note any duties or fees charged by your government for customs is always the Buyers responsibility. EDEN LUXE Bridal has no way of knowing what fees may or may not be charged to you... and if duties or customs fees are charged by your country's Government, they are always paid by the Buyer directly to that Government's Postal Service or Customs Board.
I purchased Overnight Shipping or Expedited Shipping, but my item didn't ship out the next day... Why not?
Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.
When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.
Any additional duties and/or taxes due on international shipments are the sole responsibility of the buyer. EDEN LUXE Bridal is unable to provide refunds, nor allow returns, due to shipping damages, customs issues or fees, and is NOT responsible for missed delivery dates related to USPS or Customs Delays. VAT is not included. International Buyers are solely responsible for any customs / governmental fees, duties or charges due at the time of delivery or any other time regarding their purchase from EDEN LUXE Bridal.
If the parcel is returned to EDEN LUXE Bridal as undeliverable due to refusal to pay customs fees or for ANY other reason... The buyer is responsible for payment for reshipment of Parcel returned to Sender, and any Postal charges charged to Seller for return of that Undeliverable Package.
I LIVE OUTSIDE OF THE US, DO I HAVE TO PAY CUSTOMS OF DUTY TAX?
If Buyer CHOOSES NOT to purchase reshipping, store credit for original amount of item, minus shipping fees and any postal charges will be issued, and must be redeemed within 1 year from the original date of purchase.
EDEN LUXE Bridal will NOT fraudulently change the amount shown on the package to show a lesser price to help you avoid customs charges if they are charged in your area. It is ILLEGAL, and dishonest... so, please do NOT even ask for it to be done, the answer will be no... Honesty is the best policy!
Regardless of the shipping method Customs will still need to clear the parcel. Please allow an additional few to several days for your country's Customs clearance process.
Please note that the USPS, FedEx and EDEN LUXE Bridal have no control over the Customs process, regulations,
HOW LONG DOES CUSTOMS CLEARANCE TAKE?
timeframes, or duties that may or may not be charged by your Country's Government; and if charged, are always the responsibility of the buyer.
Please note, by purchasing our unique, elegant and exquisite items... you have chosen to support an extremely small studio and company. :-)
Both I and my family all thank you very much for doing so!
I mention this because in the instant gratification world we live in, we all want our stuff RIGHT NOW! (LOL! I often feel that way when I order things online too!) I know we are all used to Amazon-esque lightning quick shipping speed... which in an extremely small company - is just not realistic.
WHAT ARE SHIPPING TIMEFRAMES?
I DO need to sleep and pay attention to my husband, human and furry kids or they will not be happy, and we all know how that goes. That typically doesn't end well...
So I REALLY APPRECIATE that you all are PATIENT while I make and pack up your "lovelies", and during wedding season (Jan-Oct), due to the sheer number of orders, it often takes a few to several extra business days (M-F) to get everything done and prepared for the trip to the Post. If we talked about your wedding date, and I said it will be there before then... it will DEFINITELY get there in time for your wedding date or event! Pinky swear!!!
If multiple items are purchased together; and there are some that are Ready to Ship and others that are Made to Order... all items will be shipped together when all of the Made to Order pieces are completed as stated in the Production Timeframes noted in each listing.
However, If you would like the pieces you ordered shipped in TWO different batches...
I PURCHASED MULTIPLE ITEMS WITH DIFFERENT SHIPPING AND PRODUCTION TIMEFRAMES, SO WHEN WILL IT ALL SHIP?
Ready to Ship pieces in one shipment, and Made to Order pieces in another shipment... please send an email to: customerservice@edenluxebridal.com.
We'll send you a link to purchase additional shipping to cover the shipping cost of the 2nd parcel.
Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.
When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.
Sale pricing is only applicable DURING a sale, and not towards past or future purchases.
I BOUGHT AN ITEM PRIOR TO, OR JUST AFTER A SALE. CAN I STILL HAVE THE SALE PRICING EVEN THOUGH THE SALE IS OVER, OR A PRICE ADJUSTMENT?
Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.
When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.
Sale pricing also does not apply to purchase of Bespoke / Custom items.
WHAT ABOUT SALE PRICING ON BESPOKE OR CUSTOM ITEMS?
Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.
When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.
Of course we can! Just send us an email!
I HAVE A QUESTION THAT I CAN'T FIND THE ANSWER TO, CAN YOU HELP ME?
Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.
When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.
Please allow up to 24-48 hrs to receive a reply.
We usually answer WAY faster than that, but... since we are real people in a very small company... we don't have a whole team of customer service representatives sitting at a bank of computers...
CUSTOMERSERVICE@EDENLUXEBRIDAL.COM
CUSTOMERSERVICE
@EDENLUXEBRIDAL.COM
so it may take us a day or so to get back to you. It's always more fun to talk to real people anyway isn't it?
Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.
When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.