RETURNS & REFUND POLICY

 

EXCHANGE POLICY

 

Please refer to our sizing chart when ordering your item/s to help you in selecting the right size.

Exchanges are accepted on items that are “In Stock” only.

If you would like to exchange your item/s please follow the below procedure:

1.     Exchanges will only be accepted on merchandise within 7 days of receiving your order.

2.     Please e-mail your order number to info@thegrandedame.com.au

3.     Please state in your e-mail what item/size you would like to exchange the returning item/s to.

4.     Once we confirm your item/s to be sent back for an exchange a return authorisation number will be sent to you, along with details on how to send your merchandise back to us. Please note an authorisation number does not in anyway translate into an automatic exchange, garment/s will still be assessed upon receipt and if the item/s are not in the respectable manner as when sent to you we will send the item/s back to you and you will be charged for the return shipping. Please note any returned items without a return authorisation number (RA#) will not be accepted.

5.     All merchandise being returned must be in it’s original condition, unworn, unwashed, with all original tags attached and associated packaging in original condition. The original invoice you received with your purchase must be included in the returned parcel as proof of purchase.

6.     Please note the return shipping as well as the shipping for the exchanged item will be paid for by the consumer.

Merchandise must be returned using a track and trace postal company and must be posted within 7 days of receipt, as we do not consider the goods “returned” until they have been safely received by The Grande Dame.

The Grande Dame cannot be responsible for any lost or damaged parcels, so therefore please ensure to wrap your garments in the tissue paper you received them in, and the return address must be clearly written on the front of the parcel. Any items damaged in transit or not packaged thoroughly to ship back will not be accepted.

 

RETURNS POLICY

 

All items sold that are made to order are non refundable or exchangeable as they are made to order, so please choose wisely.

Please refer to our sizing chart when ordering your item/s to help you in selecting the right size.

All made to order items produced by The Grande Dame are unique, one of a kind and handcrafted which means a lot of time and care has gone into each item.

The Grande Dame believes in making high quality garments that last the test of time, but sometimes errors or defaults can occur.

We take all precautions to ensure there is no garment defaults in any products, but being handmade sometimes this is inevitable.

At The Grande Dame we will only accept refunds on item/s under the following circumstances:

If the item is faulty due to a manufacturing fault only. Not damaged caused by the customer during and after the parcel is received and opened. Please note wear and tear over time within use of the garment is not considered a fault.

If your item is faulty please follow the below procedure:

1.    Faulty returns will only be accepted on merchandise within 7 days of receiving your order.

2.    E-mail a description of the fault along with photo’s to provide visuals of the fault in the garment to info@thegrandedame.com.au

3.     Once we confirm your item has been deemed faulty a return authorisation number will be sent to you, along with details on how to send your merchandise back to us. Please note an authorisation number does not in anyway translate into an automatic refund, garment will still be assessed upon receipt and if the faulty item/s can be repaired we will do so and send the item back to you free of charge before issuing a refund or exchange. Please note any returned items without a return authorisation number (RA#) will not be accepted.

4.     All merchandise being returned must be in it’s original condition, unworn, unwashed, with all original tags attached and associated packaging in original condition. The original invoice you received with your purchase must be included in the returned parcel as proof of purchase.

5.     If the item/s is unrepairable you will be given the option to have a replacement item/s sent to you or a full refund.

Faulty merchandise must be returned using a track and trace postal company and must be posted within 7 days of receipt, as we do not consider the goods “returned” until they have been safely received by The Grande Dame.

The Grande Dame cannot be responsible for any lost or damaged parcels, so therefore please ensure to wrap your garments in the tissue paper you received them in, and the return address must be clearly written on the front of the parcel. Any items damaged in transit or not packaged thoroughly to ship back will not be accepted.

The Grande Dame will only exchange the faulty item to the original purchased item, please note you cannot exchange the faulty item for another colour, size or style.

 

If you wish to cancel or amend your order, you must contact The Grande Dame by e-mail – info@thegrandedame.com.au within 24hours of making your order. If you contact us outside of this time frame the order cannot be cancelled or changed.

 

Because majority of the garments produced at The Grande Dame are using natural fabrics and are handcrafted, you will find that no two items will be exactly the same, especially when purchasing Leather items, as Leather is a natural skin and variances across the colour and surface texture can change. Although we do our up most best to select the best hides, variances will naturally occur.

Being handmade these items must be treated with extra love so they can last you a lifetime, so please ensure to follow the “TLC for your Leather” to ensure you get the best wear out of your Leather items.

Leather can last a lifetime if it is treated and cared for correctly.

Please ensure to follow care label instructions, as failing to do so could result in damage to the items and will not be covered under our faulty returns policy.

 

If you have any questions about your item/s that you wish to purchase please do not hesitate to contact us directly at The Grande Dame on: info@thegrandedame.com.au.

 

Thank you for purchasing your unique, one of a kind item from The Grande Dame, we hope you love it as much as we enjoyed producing it for you.