Frequently Asked Questions

Navigating your way around the world of weddings can be both daunting and overwhelming, we get it, we’ve been there too! That’s why we have collected some easy frequently asked questions to get you on the right track. And always remember that we love questions, so please don’t hesitate to contact us here or via any of our social media accounts. 

General Enquiry

How long does it take to make a dress?

Our dresses take between 4 to 7 weeks to make from date of order. We recommend ordering your dress a minimum of 3 months before your wedding date if you are in Australia or New Zealand, or 4 months if you are located elsewhere.

If you are in Australia and New Zealand: Please allow an extra 2 weeks to receive your Designer’s Kit and to finalise your wedding dress.

If you are located overseas: Please allow an extra 3 weeks to receive your Designer’s Kit and to finalise your wedding dress.

How do I place my order?

First, you will need to design a dress using our dress designer, then click on ‘Request A Quote’ and we will get back to you with further instructions within 24 to 48 hours, excluding weekends and public holidays. You can request a quote for up to 3 dresses.

take me to dress designer
Do you have stockists?

We do not have any stockists who stock our samples currently.

If you are a stockist and are interested in stocking our dresses, then please contact us via our contact form, or e-mail us at [email protected]

Shipping

How do customs, taxes and import charges work?

Import duties and taxes for your country are included in the gown price. When we ship an order internationally, we are required by law to declare the full amount of the invoice and the entire contents of the parcel on the customs declaration form and the commercial invoice.

How does shipping work?

We offer free delivery worldwide. The quote that you receive for your dress and accessories is the final amount you need to pay. 

How will my gown come packaged?

Your gown will be carefully packaged in an exclusive ARA Experience keepsake box. You will find your dress neatly folded and wrapped in tissue paper. This box will be packed inside a shipping box so it doesn’t get damaged on its way to you. 

In your box, you will also find your garment bag and hanger included. If you have ordered a veil or other accessories, it will be packaged separately to your dress keepsake box. You may receive 2 or more packages within one shipping box in this case. 

Sizing

How do I order in my size?

Our dresses are custom made to your size and height. 

You will firstly need to purchase your Designer’s Kit. Within it, you will find a tape measure and a measurement guide on how to measure yourself. Note these measurements down and enter them under ‘Your Measurements’ in your ‘My Account’ page.

Please note: Our ‘My Account’ page is currently under construction. You will receive further instructions in your e-mail for the time being.

Do you offer assitance with styling or sizing?

We would love to help! Simply contact us using our contact form, or DM us on Facebook or Instagram and let’s schedule a free 15 minute call to discuss any questions you may have.

What happens if I lose weight?

If your measurements are within 2cm of the measurements stated on your final specifications sheet, you will be eligible for the $100 alterations voucher. If you have gained or lost weight that results in more than 2cm change in your body measurements, then ARA Experience will only be able to compensate up to $50 of the alteration expense. Please note that we reserve the right to alter your wedding dress in-house unless you are located more than 20km from Adelaide, South Australia.

How do I get fitted to my dress?

ARA Experience is an online-only platform for the sole reason of saving on huge overheads that are associated with brick and mortar stores. We are then able to pass this savings onto you. While we may not be able to offer physical fittings, we understand how important this is for our brides. Instead, we offer our brides with a new way of trying wedding dresses on, and that is through the use of our virtual wardrobe. 

Here, you will be able to see the dresses that you have designed on a 3D version of your body in real time. We are very excited to have implemented this to our business model, and we can’t wait for you to see your designs come to life!

Returns and Exchanges

Do you accept returns?

Please understand that the process of creating a wedding dress is delicate and very detail-oriented. We do our best to ensure that your wedding dress is made at a premium quality, this is all part of the ARA Experience we offer.

If you have decided to change your mind upon receiving your Designer’s Kit, then you are eligible to a $50 refund.

If you have decided to change your mind prior to paying your first 50% deposit, then we are sorry to hear that you decided to do so. We understand that it was not an easy decision and would therefore appreciate if we could have the chance to resolve the issue before cancelling your order. If, however, you have chosen to go ahead and cancel your order, the 50% deposit you have incurred will become a cancellation fee as styling services have been provided, 3D models have been created, fabrics have been purchased, patterns have been developed and hours of designing have been made on your behalf.

 

Do you accept exchanges?

Unfortunately, as each gown is custom made, we won’t be able to offer exchanges.

Can I return my Designer's Kit?

We understand that circumstances may have changed and we are sorry to see you go! Yes, the Designer’s Kit is refundable for cash less the shipping costs to you. On top of this, you are also responsible for the shipping costs associated with sending the Kit back to us.