FAQ
FAQ
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HOW DO I PLACE AN ORDER?
Open the product you would like to purchase. Select all of the options from the drop-down menus, then enter your personalisation in the box provided. Once everything is complete, add the item to your cart. When you are ready, go to your cart and click “checkout”. Enter your delivery details, choose your payment method, and place your order.
Your order will be made exactly as shown in the display photo of the design you purchase (capitalisation, spacing, etc.). Please check all details carefully before checkout.
If you are unsure at any step, contact me at support@thebrideau.com.au and I will guide you through.
CAN I UPDATE MY ORDER?
I work quickly to process each order, so updates may not be possible once production has started. If you notice an error, or if you need to make changes to your address, please contact me as soon as possible at support@thebrideau.com.au and I will do my best to assist before your order is shipped.
CAN I CANCEL MY ORDER?
For custom orders, I am unable to cancel your order once production has begun. If your order has not yet been started, I can refund it in full. Please email your order number to support@thebrideau.com.au as soon as possible if you need to cancel.
WHAT IS MY ORDER STATUS?
Once you place your order, you will receive an order confirmation within 15 minutes. After your order has shipped, you will receive a shipping confirmation email with your tracking details.
Orders are usually processed within 3 to 7 business days, or 5 to 10 business days during busy periods. Business days do not include weekends or public holidays. All packages are shipped through Australia Post.
If you do not receive an order confirmation after placing an order, please contact me at support@thebrideau.com.au to verify your email address.
WHERE CAN I FIND MY ORDER NUMBER?
Your order number will be listed in your confirmation email. If you do not receive one, please check your junk or spam folder. If you still cannot locate it, contact me at support@thebrideau.com.au.
HOW CAN I TRACK MY ORDER?
You will receive a shipping confirmation email once your order has been posted, which includes your tracking number and link. Tracking becomes active once the courier scans your parcel into the system. If your parcel is sent on a weekend or public holiday, the tracking will update on the next business day.
CAN I REFUSE MY SHIPMENT?
If you refuse delivery to avoid customs or tariffs, or if you change your mind after dispatch, you will be responsible for any return shipping charges applied by the courier. As custom orders are non-refundable, refusing delivery means your order will be forfeited.
WILL U.S. ORDERS INCUR CUSTOMS OR TARIFFS?
From August 29, 2025, many U.S. orders will incur around 10 percent import tariffs as well as any local duties. These fees are set by U.S. customs and are not included at checkout. By purchasing, you agree to cover any additional charges before your parcel can be released.
HOW MUCH IS SHIPPING?
Shipping costs are calculated at checkout based on your location and order size. The exact price will be shown before you confirm your order.
WHERE DO YOU SHIP?
Orders are shipped within Australia and to selected international destinations including Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Greece, Hong Kong, Ireland, Italy, Japan, Netherlands, New Zealand, Norway, Portugal, Singapore, Spain, Sweden, Switzerland, United Kingdom, and the United States.
Shipping options and costs vary depending on the destination and are shown at checkout once your address is entered.
HOW IS MY PACKAGE SHIPPED?
All parcels are shipped with Australia Post, and every order includes tracking. Express shipping options are available at checkout.
Delivery times are estimates only and are not guaranteed. Once parcels are in the hands of Australia Post, arrival times are outside of my control and remain the responsibility of the postal service selected.
Neither THEBRIDEAU nor Australia Post are responsible for lost packages if your shipping address is entered incorrectly.
THEBRIDEAU is not responsible for lost or stolen packages.
DUTIES AND TAXES
International orders may be subject to import duties, tariffs, or taxes once the parcel reaches your country. These charges are set by your local customs office and are not included at checkout.
Customers are responsible for paying any additional fees before their parcel can be released. Customs policies vary by country and may occasionally cause delays.
RETURNS
Custom orders cannot be returned.
Non-custom items may be returned within 14 business days of delivery if they are in original condition. Customers are responsible for return shipping costs.
If your order arrives damaged or incorrect, contact support@thebrideau.com.au with your order number and photos so a replacement or refund can be arranged.
EXCHANGES
Non-custom items may be exchanged within 14 business days of delivery if they are in original condition. Customers are responsible for exchange shipping costs.
Custom orders cannot be exchanged.
THEBRIDEAU is not responsible for courier errors, wrong addresses provided by customers, postal delays, PO Box delivery issues, or stolen packages after delivery.
WHERE CAN I FIND MORE PRODUCT DETAILS?
All details are listed on each product page, including dimensions, materials, and personalisation options. For an overview of product sizes, visit the Product Size Guide.
If you need extra information or have specific questions, contact me at support@thebrideau.com.au and I’ll be happy to help.
HOW ARE YOUR PRODUCTS MADE?
Every item is carefully handmade using high-quality materials, including linen covers, thick pages, and durable binding. Personalisation is applied with premium vinyl and made exactly as shown in the display photos.
WILL MY ORDER LOOK EXACTLY LIKE THE PHOTOS?
Yes. Your order will be made exactly as shown in the display photo of the design you purchase (capitalisation, spacing, etc.). Slight colour variations may occur due to lighting or screen settings.
WILL I RECEIVE A DRAFT BEFORE PRODUCTION?
Drafts are only provided upon request. If you’d like one, please leave a note at checkout or contact me at support@thebrideau.com.au with your order number.
You’ll have 48 hours to review and request changes before production begins.
CAN I REQUEST A CUSTOM ORDER?
Yes. If you have a custom request, design, font, or colour in mind, contact me at support@thebrideau.com.au with the details and I’ll let you know what’s possible.
