​

F A Q ' S

​

SHIPPING

Non-Personalised Products - Typically, delivery occurs within one to three weeks of us receiving your order, payment authorisation and cleared funds. On top of this, you need to allow shipping time, depending on which preferred shipping method you have selected. We work very hard to process all orders as quickly as possible, however, as some stock is imported from overseas, up to three weeks’ final delivery time, should be expected.

 

Personalised Products - Please allow five weeks’ delivery and shipping times for all personalised products.

 

Delivery of your items can take anywhere from 5 - 22 business days, depending on your location and the shipping method you select at Checkout. Business days are Monday - Friday, excluding federal holidays. We recommend choosing “Express" Shipping for "Rush" Orders.

 

Please use the shipping times below as a guid only:

Express shipping - 6 to 10 days 

Standard shipping - 10 to 22 days

Personalisation - add 3 to 4 weeks

 

Do you ship internationally - No we don’t ship internationally at this time.

 

What is your Privacy Policy - Your privacy is our priority. Click here to review our detailed privacy policy. 

 

REFUNDS AND RETURNS

Can merchandise be returned - We stand behind our products 100%. If you are not completely satisfied, you must contact us within 7 days for an exchange*.

 

NO RETURNS WILL BE ACCEPTED WITHOUT PRIOR APPROVAL.

 

Exchange credit amounts for any returns will apply only to the purchase price of the product. Shipping and processing charges will not be refunded.

​

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when an item:

• Has a serious problem that would have stopped someone from buying the item if they had known about it

• Is unsafe

• Is significantly different from the sample or description (please see our note below in regards to Product Variations)

• Doesn't do what we said it would, or what you asked for and can’t be easily fixed.

 

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will investigate the possibility of repairing the item within a reasonable time. If it is unable to be repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase!

 

IMPORTANT - No returns on opened products, food/candy items or coloured decorations such as streamers, candles, etc. Items personalised as per order cannot be returned. Candles shipped by ground during the summer months cannot be returned.

NOTE: Colours vary slightly due to the manufacturing process specific to each product. Although it is impossible to achieve an exact colour match for every item, small variations in colour serve to enhance the overall effect of your colour scheme. Products seen on the online catalog do not always represent an identical colour match. Colour reproduction is limited by various situations beyond our control such as the hue/contrast settings on your monitor. 

 

What We Don't Offer Returns On

Due to the nature of the following products we don't offer refunds on any of the following*:

• opened products

• food or candy items

• custom ordered items that have been personalised specifically for you

• any candle orders that have shipped via surface mail in the summer months are not eligible for refunds (due to the summer heat)

*Sometimes accidents can happen. While we don't normally offer refunds on the listed items, if your order has a damaged item, please contact us. Candles shipped ground mail in the summer months are not applicable.

 

Return Process 

All returns must first be authorized by our Customer Service Team. For all the information on how the refund process works, please contact customer service within 7 days of receiving your order. Our friendly team here can be contacted in the following ways: 

• Hours: Monday – Thursday 10am – 4pm Australian Eastern Standard Time - Sydney

• Email: sales@bwpshop.com.au

• Phone: (02) 4022 9558

 

* If you are inquiring about the state of a return please email or have ready your: order #, the name used on the order and the shipping address the order was sent to.

 

ORDERING 

How do I place an order - When you find a product you like, click on the image to view more details about the product. For some products you will be given a choice of colours or styles to allow you to customise these quality products for your wedding. Once you have selected the appropriate options, click the "Add To Cart" button to add the item to your shopping cart. The item will be added to your bag, and you may continue shopping.

You may view your shopping cart at any time buy clicking on the shopping cart icon located at the top of each page. When you view your cart you can change product amounts or remove products.

When you are completely satisfied with your order you can select your shipping method via the drop down box. 

Once you are ready to place your order click on the ‘Checkout with PayPal’ button and follow the instructions on the PayPal website.

Please make sure your shipping information is correct before submitting your order. Once your order is approved, you will receive a confirmation e-mail that contains your order details. 

 

Will tax be charged on my order - Yes as all prices exclude GST. 

 

What Currency Are Prices In - All Prices are in Australia Dollars. 

 

What should I do if I am having difficulty with the website - We take pride in the performance of our website but sometimes we hear from people who have had problems getting through. In our experience, performance problems on the Internet can occur for a variety of different reasons, including the time of day, congestion on the Internet itself, problems at an individual Internet Service Provider, or problems at a website. It's always possible that you tried us at a time when we were very busy. We'd like to encourage you to try us again soon, and if the problem persists please email sales@bwpshop.com.au to try to find out what is causing it. 

 

How do I turn my cookies on within my browser - This will depend on what type of computer, browser and browser version you are using. A good place to start for help with turning cookies on is the online Help within your browser. "Help" is usually one of the choices along the top menu bar. Look/search for information on enabling or disabling cookies. You may also find information on cookies under help topics involving security.

 

MICROSOFT INTERNET EXPLORER
Select "Internet Options" from the Tools menu.
Click on the "Privacy" tab.
In the "Settings" area, click on the "Advanced..." button.
Put a check in the box marked "Override automatic cookie handling."
Click "OK."
Click "OK" again.
After you reload the page you are on, your cookies should be enabled.

 

CHROME
Select "Options from the menu."
Select "Under the Hood" from the options menu
In the "Privacy" section, click "Content settings..."
In the "Cookies" section, select "Allow local data to be set"
Close the "Options" tab

​

FIREFOX
Select "Options."
Select "Privacy."
In the "History" section
Select "Remember history"
Or select "Use custom settings for history" and Select "Accept cookies from sites."
Click "OK."

 

SAFARI
Select "Preferences" from the Safari menu.
Select the "Privacy" icon
To enable:
Select "Never" from the "Block cookies" section
Close Window.
 

What will happen if you do not have an item in stock - We will always try to get your ordered items to you as quickly as possible. However, if we do not have your ordered items in stock we may need to ship the product(s) from overseas. This may delay delivery of your order by up to four weeks. If this is the case we will immediately contact you on receipt of your order to advise the actual delivery date. Items temporarily out of stock at time of shipping will be marked "B/O" (Back Order). Freight costs that result from product additions will be the responsibility of the customer. 

 

What will happen if you are not at home when we deliver - The courier driver will leave a card notifying that they attempted to deliver your order. You will then need to collect your parcel from their depot or incur an additional $10.00 delivery fee for the courier to deliver your order the next day. If you do not wish to incur this $10.00 fee please state on your order "Leave at door if no one home". Bespoke Wedding Planning Shop will not be responsible for misplaced or stolen orders left at your premises under this arrangement. 

​

​