退款政策

At SAI Bridal House, we want you to feel confident in the shoes you choose for your wedding day. Please read our Return & Refund Policy carefully before placing your order.

Standard Styles — 30-Day Returns

Standard, non-customised shoes purchased directly through our website may be returned for a change of mind, refund or size exchange within 30 days of delivery.

Although our standard styles may be made to order after purchase, they are considered standard styles where no individual design customisations have been requested.

To be eligible for a change-of-mind return or size exchange, shoes must:

  • Be unworn, unused and in their original condition.
  • Have no marks, scratches, stains, damage or signs of wear.
  • Have no signs of outdoor wear on the soles or heels.
  • Have only been tried on indoors on a clean, soft or carpeted surface.
  • Be returned with the original shoe box, packaging and any accessories supplied with the shoes.
  • Be accompanied by your order number or other proof of purchase.

We strongly recommend trying your shoes on indoors on a clean, soft surface until you are certain you wish to keep them.

Prefer to Try Them On First?

If you would like to try our shoes before placing your order, SAI Bridal House offers in-person fittings by appointment in Sydney.

Please note that we do not currently operate from a permanent physical store. Our fitting locations may vary, so please contact us before booking to confirm our current availability and location.

During your fitting, you can try selected styles and sizes and receive personalised guidance to help you find the right fit before placing your order.

In-person fittings are currently available in Sydney only and are subject to availability.

Return Request & Photographs

Before returning an item for a change of mind or size exchange, please submit a return request through your SAI Bridal House customer account.

As part of our return assessment, we will ask you to provide clear photographs showing:

  • Both soles
  • Both heels
  • The uppers of both shoes
  • The inside of the shoes
  • The original shoe box and packaging

Once we have reviewed your request and photographs, we will provide return instructions if the item appears to meet our return conditions.

Please do not send your shoes back before receiving return instructions from SAI Bridal House.

Approval based on photographs is provisional only. Final acceptance of a change-of-mind return or size exchange is subject to inspection of the shoes once they are received by SAI Bridal House.

Size Exchanges

If your standard shoes do not fit, you may request a size exchange within 30 days of delivery, provided the shoes meet the return conditions above.

As our shoes are made to order, your replacement size may need to be produced especially for you. If a new pair needs to be produced, the applicable production timeframe will begin again. We will confirm the estimated production timeframe before proceeding with your exchange.

Change-of-Mind Returns

For eligible change-of-mind returns:

  • The customer is responsible for return shipping costs.
  • We strongly recommend using a tracked shipping service.
  • Original shipping charges are not refundable for voluntary change-of-mind returns.
  • No restocking fee will apply.

Once your returned shoes have been received and inspected, we will notify you of the outcome of your return.

If approved, your refund will be issued to your original payment method.

These conditions apply only to SAI Bridal House's voluntary change-of-mind return policy and do not limit your rights under the Australian Consumer Law. Australian businesses are not required to offer a refund simply because a customer changes their mind, but consumer guarantee rights continue to apply where a product has a problem.

Customised Orders

Customised bridal shoes are available by consultation and are created according to specifications agreed with and approved by you before production.

Customisation may include changes to:

  • Heel height
  • Colour
  • Materials
  • Embellishments
  • Design details
  • Other individually requested specifications

Before production begins, you will be asked to review and confirm your customised order specifications.

Once those specifications have been approved and production has commenced, customised shoes that have been produced according to the approved specifications cannot be cancelled, returned or exchanged simply because you change your mind or your personal preferences change.

This does not exclude or limit any rights or remedies you may have under the Australian Consumer Law. The ACCC has specifically cautioned retailers against wording that could make customers believe made-to-order or specialised products are excluded from consumer guarantee rights.

Faulty, Damaged or Incorrect Items

The 30-day change-of-mind period and the return conditions above do not limit your rights under the Australian Consumer Law.

If you believe your shoes are faulty, damaged, significantly different from their description or approved specifications, or you have received an incorrect item, please contact SAI Bridal House as soon as reasonably possible.

We may request photographs or other information to help us understand and assess the issue and, where appropriate, may need to inspect the shoes.

Depending on the nature of the issue and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.

How to Request a Return

For standard change-of-mind returns or size exchanges, please submit a return request through your SAI Bridal House customer account.

For faulty, damaged or incorrect items, or if you need assistance with a return, please contact us at:

Email: hello@saibridalhouse.coom

Please include your:

  • Full name
  • Order number
  • Product name
  • Reason for contacting us

We will then provide you with the next steps.

Australian Consumer Law

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Consumer guarantee rights may continue beyond a retailer's own voluntary return period.