Refund policy

Last updated: 27 September 2026

This policy is the main document about returns, exchanges and faulty items. Where any other page on this site summarises these rules, this policy governs.

Nothing in this policy affects your rights if an item is faulty or not as described. Those rights are set out in section 6.

1. OUR VOLUNTARY RETURNS POLICY

For a change-of-mind return, email stylist@ephemerisbridal.com within 72 hours of receiving your item. Once we approve the return, send it back within 7 days using a tracked service and send us the tracking number.

Different rules apply to eligible UK online orders, and are set out in section 8. These time limits do not restrict any statutory cancellation right.

2. WHAT CAN BE RETURNED

Clearance items, including samples and pieces from our Last Chapter collection, are final sale.

Veils, capes, robes and slips are final sale. They are worn next to the skin, so they are sent to you sealed in a hygiene bag.

Made-to-Order dresses are final sale. The skirt length is cut to the measurements you send us after your purchase, and we check the size you chose against those measurements before anything is cut. Anything else clearly personalised to your specifications is also final sale, including every Bespoke order.

Ready-to-Wear dresses can be returned for a refund to the original payment method, or exchanged, subject to this policy.

Every Ready-to-Wear dress is sent to you with a returns seal attached. The seal is placed so that you can try the dress on at home, and it is large and visible enough that the dress cannot be worn to an event, worn out, or photographed for a shoot while it is attached. Please leave it on until you have decided to keep the dress.

A dress sent back with the seal removed, broken or reattached is treated as worn and is not eligible for a change-of-mind return. Nor is a dress that shows makeup, fake tan, perfume, deodorant, oils, glitter or hair product, pet hair, snags or pulls in the lace or the tulle, loose or missing beading, stretching or strain at the seams, marks, or alterations of any kind. Please try the dress on in a clean room, away from pets, and with your hands and face clean. Please send the original packaging back with it, including the garment bag and the inserts.

Different rules apply if you cancel an eligible UK order under section 8, and to an item that is faulty or not as described under section 6.

3. RESTOCKING FEE

For Ready-to-Wear dress refunds under our voluntary change-of-mind policy, a 5% restocking fee is deducted from the item price. This fee does not apply when you exercise a statutory cancellation right or receive a remedy for faulty or misdescribed goods.

4. WHO PAYS FOR RETURN SHIPPING

For refunds under our voluntary change-of-mind policy, the original delivery charge is not refunded and you pay the return shipping. Different rules apply where required by law.

For an eligible ready-to-wear exchange within New Zealand, we cover the return shipping to us. You pay for delivery of the replacement item. For exchanges outside New Zealand, you pay shipping in both directions.

If a parcel comes back to us because it was refused, was not collected, or could not be delivered because the address on the order was wrong or out of date, the outbound and return shipping we actually paid, together with any carrier handling fee, are deducted from any refund or store credit. Your alternative is a second dispatch, and our Shipping & Delivery Policy sets out both options.

If your item is faulty or misdescribed, we cover return costs where required by law.

5. HOW LONG A REFUND TAKES

Once we receive and inspect an approved return, we issue the refund within 14 calendar days.

6. IF YOUR ITEM IS FAULTY OR NOT AS DESCRIBED

If your item appears faulty or is not as described, contact stylist@ephemerisbridal.com as soon as you notice the problem. Please include your order number and clear photos where possible. The 72-hour change-of-mind deadline does not apply here.

We will assess the issue and provide the repair, replacement or refund required by the consumer law that applies to your order. We cover return costs where required by that law.

Damage or a problem caused by wear, by incorrect measurements given to us, by alterations, by cleaning or care that does not follow the care label, or by misuse, is not a manufacturing fault.

If you are in the European Union, you are also entitled to the legal guarantee of conformity under EU law, separate from this policy.

7. ITEMS SENT BACK THAT ARE NOT ELIGIBLE

If an item you send back is not eligible for return under this policy or applicable law, we will explain why and contact you to arrange collection or return delivery at your cost. We will give you written notice and a reasonable opportunity to make those arrangements. Any sale or disposal will take place only where legally permitted and after the required notices and procedures.

Cancellation rights for online orders in the UK

If you are a consumer in the United Kingdom and you bought online, you have a legal right to cancel that exists separately from our voluntary policy above. Where the two differ, this section governs your order.

WHEN THIS RIGHT DOES NOT APPLY

It does not apply to goods made to your specifications or clearly personalised: our Made-to-Order dresses, whose skirt length is cut from the waist-to-floor measurement and heel height you send us after your purchase, and every Bespoke order.

It does not apply to sealed goods that are not suitable for return for hygiene reasons once the seal has been broken after delivery. Veils, capes, robes and slips are worn next to the skin and are sent sealed for this reason. Breaking the seal ends this right for that item.

It applies to other Ready-to-Wear items.

HOW LONG YOU HAVE

You have 14 days to cancel. The period ends 14 days after the day on which you, or someone you nominate, take physical possession of the goods.

If your order is delivered in more than one parcel on different days, the period ends 14 days after the day you receive the last item.

HOW TO CANCEL

Tell us clearly that you are cancelling, before the 14 days are up. Email stylist@ephemerisbridal.com with your order number, or use the form below. You do not have to give a reason.

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel the contract.

To: Ephemeris Bridal Limited, 19 Braemar Place, Twizel 7901, New Zealand. Email: stylist@ephemerisbridal.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]

Ordered on [*] / received on [*]

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if this form is notified on paper)

Date

[*] Delete as appropriate.

SENDING THE GOODS BACK

Send the goods back to us without undue delay and in any event within 14 days of the day you tell us you are cancelling.

You bear the direct cost of returning the goods.

REFUND

We will refund all payments we received from you, including the cost of standard outbound delivery. If you chose a delivery method more expensive than our cheapest standard delivery, we refund up to the cost of that cheapest standard option.

We will make the refund without undue delay, and no later than 14 days after the day we receive the goods back from you, or 14 days after the day you supply evidence that you have sent them back, whichever is the earlier.

We refund using the same means of payment you used, unless you agree otherwise. The refund will not cost you anything.

CONDITION OF THE GOODS

You may handle the goods to establish their nature, characteristics and how they work, in the way you reasonably could in a shop. If you handle them beyond that and their value is reduced as a result, we may recover that reduction in value from the refund.

The 5% restocking fee described above does not apply when you cancel under this section.

YOUR RIGHTS IF SOMETHING IS WRONG

This cancellation right is separate from your rights if an item is faulty or not as described, which are covered in section 6.

9. ORDERS PLACED BEFORE THIS VERSION

Orders placed before the date at the top of this page remain governed by the policy that applied when you completed checkout.

10. CONTACT

Ephemeris Bridal Limited
19 Braemar Place, Twizel 7901, New Zealand
stylist@ephemerisbridal.com