Product Faults, Repairs & Guarantees

At SAI Bridal House, we carefully select our shoes with quality, craftsmanship and comfort in mind. We want you to feel confident in your purchase, so if something doesn’t seem right, we’re here to help.

Something wrong with your shoes?

If you believe your shoes have developed a fault, please contact us at hello@saibridalhouse.com and include:

Your order number
A brief description of the issue
Clear photos of the affected area

We may ask to inspect the shoes before confirming the most appropriate solution.

Faults & Repairs

If an issue is considered a minor manufacturing fault and can be reasonably repaired, we may arrange a repair at no cost to you.

For example, if a fixed flower, pearl embellishment or other decorative element becomes detached during normal use due to a manufacturing issue, we may first arrange for it to be professionally repaired or reattached.

If the problem cannot be reasonably repaired, we will discuss the appropriate next steps with you, which may include a replacement or refund where applicable.

What is not considered a manufacturing fault?

Bridal shoes are delicate fashion items and may naturally show signs of wear with use.

Normal wear and tear, accidental damage or damage caused by improper care is generally not considered a manufacturing fault. This can include:

Scuffs or scratches caused by contact with rough surfaces
Marks or damage to heels and soles from walking surfaces
Water or moisture damage
Staining
Damage caused by improper cleaning or storage
Accidental damage or misuse

However, if you notice unusual deterioration that you believe may be related to the materials or construction of your shoes, please contact us and we will assess the issue.

Customised & Made-to-Measure Shoes

Customised, made-to-order and made-to-measure shoes are created specifically according to the options and measurements confirmed at the time of your order.

These orders are not eligible for return or exchange for change of mind. However, this does not affect your rights if your shoes are faulty or do not meet applicable consumer guarantees.

Returning Shoes for Assessment

If your shoes need to be inspected, we will provide you with instructions for returning them to us.

Please contact SAI Bridal House before arranging any repairs with a third party so that we have the opportunity to assess the issue and determine the most appropriate solution.

Australian Consumer Guarantees

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the nature of the problem, you may be entitled to a repair, replacement, refund or another remedy in accordance with Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under Australian Consumer Law.