Terms & Conditions

CATHLEEN JIA x THE WHITE FILES TERMS AND CONDITIONS

  • Dresses are hand made to order which takes up to three months. Don’t forget to then factor in shipping and alterations.
  • Shipping is free worldwide – but if you’re an international bride you will be subject to local duties and taxes.
  • Although our pieces are designed with ease in mind, some minor alterations (including hem length) will be needed so they fit you perfectly. This is a fair easy adjustment for any professional seamstress in your area.
  • All prices are in AUSTRALIAN DOLLAR (AUD).
  • There are strictly no returns unless faulty.
  • See our FAQ page for more.

How long does it take to make my dress?

There is no such thing as ordering your dress too early! It leaves you time to plan the rest of your look and focus on other elements of your big day. Production time for our pieces is three months, but we recommend ordering your dress at least six months before your wedding to allow time for delivery and alterations.

What if my wedding is sooner?

If your wedding is less than four months away, please send us an email and we will try our best to accommodate. Rush fees will apply.

Will my dress need alterations?

Our pieces are designed to be fuss free, so you may find the size you ordered is fine. But most likely your piece will need minor alterations in order to fit you perfectly, especially the hem. We create your piece to your nearest dress size and all to a standard length. Once you’ve picked your bridal shoes, take your dress to a trusted seamstress to get the final touches made. Alteration costs are extra and it is your responsibility.

What are delivery costs?

We offer free shipping with full tracking and signature required upon delivery.

Orders shipped internationally will incur duties and taxes. Duties and taxes are determined by the customs agency within the destination country. Assessment of duties and taxes will be based on the value of the order and the Tax-free threshold, if it exists, for goods imported into the destination country. It is illegal to not declare the contents of your parcel. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. More information can be obtained by contacting your local customs office. Unfortunately there are some countries we are unable to send to, please enter your country in the shipping section of the check out to see whether your country is included.

How long does delivery take?

We will notify you when your dress has been made (allow three months) and is dispatched from Cathleen Jia’s bridal loft in Melbourne. Delivery differs depending on your location – we will give you all the tracking details you need. Australian brides factor in one week for delivery, and international brides factor in at least two.

What if I gave you the wrong shipping details?

We take no responsibility for incorrect shipping details. If the incorrect details have been submitted, contact us immediately via shop@thewhitefiles.com – your delivery address CANNOT be changed once your order has been dispatched.

What is your return policy?

As each dress is made to order we do not accept returns or exchanges for change of minds. This is in line with our sustainable ethos that we carry throughout our entire production process. Refunds or replacement will be accepted for faulty products only after inspection and approval by Cathleen Jia.

What happens if my dress is faulty?

One of the things that makes us special is that we hand-make each and every piece from Cathleen Jia’s Melbourne based bridal loft. To maintain high-quality standards, we control every step ourselves rather than have them made overseas; we design, pattern, cut and hand make each dress, package, and deliver worldwide all ourselves. Because of this there should be no faults as quality control occurs at every step of the process. Please be aware before purchase that different weaves of fabrics may appear slightly different, natural fraying of silk occurs as it’s an organic element. If you believe there is a fault in your dress, please contact us immediately. Cathleen Jia selects only high quality materials, however the silks being a natural fibre can have small imperfections due its woven process. The dye lot of all materials can also vary between different rolls, and Cathleen Jia cannot guarantee your order will be the exact colour and/or consistency as the sample shown on the website. Please note the above discrepancies are very minimal, we try our best to avoid fabric imperfections in our cutting process and the dye lot variations are generally not noticeable to the untrained eye. Excessive rough handling will cause pulls and damages to the fabrics, this does not reflect poor quality but is purely due to the delicate nature of the garments. Due to the handmade nature, Cathleen Jia cannot guarantee every piece will be identical. However, the differences are so subtle, it will not affect the overall appearance of the style. In fact, it adds personality to the pieces and further emphasize the lovingly handmade techniques.

ACCESSORY TERMS AND CONDITIONS (Earrings and Hair Clips)

SHIPPING

WHAT SHIPPING SERVICE DO WE USE? Who we deliver by changes based on which item you have purchased. Sometimes your jewellery will be dispatched by the designer themselves so this may effect the delivery service that’s used. Please get in contact with us and quote which item you are purchasing should you need to know.

HOW MUCH IS SHIPPING? FREE! You read that right – we ship free to all Australian addresses. This is because we’re dedicated to connecting you to international designers without the huge slug of international delivery fees.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER? We stock jewellery that is handmade, so after you place your order there is a slight wait for it to arrive! Always read the product description carefully to see how long the piece takes to create. If there is an event soon that you’re purchasing the jewellery for, please contact us before you buy it so we can make sure it is delivered to you in time for the event. As we’re a small business, it can take a few days preparing the product before it is sent.

WHAT HAPPENS IF MY PACKAGE GOWNS MISSING IN THE POST? We’re dedicated to ensuring your purchases arrive safely! All orders will be shipped with a tracking number that will be provided to the customer upon the parcel being shipped.  We recommend your order to be shipped to an address when it will be delivered to safe hands. Unfortunately once your item has been dispatched we no longer bare responsibility for the loss of goods / damaged goods.

REFUNDS AND EXCHANGES

REFUND & EXCHANGE POLICY

Due to the nature of our handmade pieces, they can not be exchanged refunded for change of mind. Earrings cannot be returned unless faulty due to hygiene reasons.

If you’re after additional images, advice or assistance in choosing any of our pieces please contact hello@thewhitefiles.com. We’re more than happy to help you make the right decision and find something you love!

Any postage, duties, customs clearance fees, taxes applicable to the pieces being returned are the responsibility of the client. Shipping costs are not refundable, unless the item is faulty.

Should the item be faulty upon arrival – please contact us at hello@thewhitefiles.com so we can rectify the issue as soon as possible.

PRIVACY

We take our customers’ privacy and security seriously. We are committed to protecting your privacy and security and to complying with the Australian Privacy Principles in the Australian Privacy Act. We will never pass on your details to anyone without your permission!

The purpose of the Privacy Policy (“Privacy Policy”) is to outline the personal information collected by us and the use of such information. The Privacy Policy applies to the Iconic websites, apps, social media and other services (collectively the Site). In this Privacy Policy, “Personal Information” means information or opinion about an identified individual, or an individual who is reasonably identifiable in accordance with section 6 of the Privacy Act 1988 (Cth).

By using the Website, you agree to accept the Privacy Policy and the Site’s Terms and Conditions.  If you do not agree to the terms of this Privacy Policy or the Terms and Conditions, you should not use the Site.