Shop policy

Thank you for ordering with us! We love seeing your happy children with the choice you made.

We will guide you through the order process and help with size charts, matching colours and pretty accessories to deliver an amazing product and customer experience.


Here are a few things you need to know:

 

ADDITIONAL INFO DUE TO COVID-19

We haven't stopped designing and ready to help with your special occasion girls' dresses. Like many retailers, we are adjusting refunds and returns to ease your worries about getting your money back or exchange the products.

Please, consider that all goods will be placed in three weeks quarantine and then proceed for our inspection. That's why we encourage you to contact us to discuss the right match before purchasing.

As a result of COVID-19, all mailing services experience delivery delays due to limited airline capacity and government restrictions. For international orders, please allow extra two to four weeks to the standard delivery time mentioned in our delivery terms.

 

SIZE DISCLAIMER

Please, choose the right dress size carefully. For your convenience, we put the detailed sizes chart and measurements of the dress in each listing.

We are here to help you with sizing assistance if you send us chest, waist, and the full height of your child as the age sizes are for reference only.

  

COLOR DISCLAIMER

We know how hard it is to choose the right colour while shopping online. That's why we encourage you to use Fabric swatches listing in the Accessories to buy a colour sample you liked or contact us for help.

When you purchase an item without previous fabric swatch order, you take responsibility for your colour choice.

If you are buying dresses through multiple orders, please note that colour may vary depending on fabric batch used.

 

MULTIPLE ORDERS

Please contact us if you are ordering more than one dress or wedding accessory. To avoid disappointments with the fabrics and colour for your special occasion, please contact for assistance.

 

PROCESSING TIME

  • The processing time is the time required to prepare your order for shipment.
  • All our items are ready to ship and sent out from Melbourne, Australia in three to five business days.
  • Express delivery does not speed up the processing time.

 

TAXES

You may need to cover customs and import duties taxes that apply in your country. Please check the entry duties in your region to understand the final product cost upon delivery. 

 

ADDRESS

Please make sure that shipping address is correct when you place the order. We are not responsible for lost items. No refund will be made if you provide the wrong delivery address.

If the order is returned due to an incorrect address, you will be required to cover shipping costs to re-send the item.

  

DELIVERY

Please note, we can only guarantee the processing time but not customs or Post service performance.

Standard delivery time estimate (not including processing time):

  • Shipping within Australia is approximately three-four business days.
  • International shipping is approximately from three to five weeks.
  • Express delivery is an option at checkout (up to seven days).

All orders are sent with Australia Post shipping method picked at checkout. You will receive a notification once the order has been shipped.

 

DELIVERY DELAYS

It may be delivery delays due to holidays, Post office or Customs operations, or any other reasons beyond our control.

We guarantee the processing time of your order but are not responsible for delays of third-party services.

 

DELIVERED BUT NOT RECEIVED

Please note, we are not responsible for parcels that marked as delivered but not received by you. Here are some useful tips for your delivery:

  • Double-check the address in your order.
  • Make sure no one else in your house or at work received the postage.
  • Contact your local post office with a tracking number for details.

  

CARE AND ALTERING

  • When you receive your dress, it may be wrinkled because of shipping.
  • We recommend to hand wash or gentle machine circle your item before using.
  • Use low-temperature iron or steamer to remove wrinkles.
  • All dresses with embellishments must be professional cleaned only.
  • Do not use the dryer.
  • In need of small altering for chest or waist, simply stitch it by hands from inside.
  • For perfect sash sit, apply stitches or use double-sided sticky tape.

 

CANCELLATIONS

To avoid any confusion at the time of order, please: 

  • Provide current contact details (for clear communication and verifying the orders).
  • Place the order with a payment method you may accept a refund to, if applicable.

Ana Balahan reserves the right to cancel an order for any reason at any time prior to delivery, in which case any payment received will be refunded.

If you need to cancel an order, please contact us as soon as possible to avoid charges. We won't charge any fee until the processing time.  If your dress has been prepared and packed for mailing, there will be a 10% fee of the purchase price.

 

EXCHANGES AND RETURNS

Please contact us within three days and send items back within seven days from the delivery date.

 Returns/exchanges terms:

  • The item needs to be sent back with a delivery tracking number and an order number to qualify for a refund.
  • The item is in original condition (not worn, not perfumed, not washed, etc.)
  • All postage is at your expense.
  • All dresses are subject to our inspection for original condition.
  • All returns and exchanges are subject to a 20% restocking fee.

Please, be advised that there are no returns for:

  • Custom made or personalised dresses and accessories.
  • Items on sale.
  • Accessories.
  • Shipping expenses.

Refund terms:

  • Refund won't be made if the dress is not in original condition.
  • The refund amount can be decreased based on item condition.
  • Refunds are made in the same currency the order was placed in and may vary on the currency exchange rate.
  • In case of an error with requested colour or size, please return the goods within 14 days for free exchange shipping.

 

SAFETY DISCLAIMER

Please be aware that some parts of our dresses, embellishments and accessories may be potential hazards for small children.

  • Never leave your child unattended with our products. 
  • Do not use dresses and accessories as sleepwear.
  • Keep away from fire or hot surfaces. 
  • Buyer bears all responsibility for the usage of our products.

 

PRIVACY

Your private information is used for:

  • Processing order.
  • Sign third-party Post services.
  • To settle disputes and/or
  • To provide customer support.
  • For electronic newsletters and special offers listing (please unsubscribe if not interested).

In case of selling or merging our business, we may disclose your information as part of a transaction with permitted law terms.

  

LIABILITY

We, including our directors, partners, shareholders, employees and other third parties associated with running this Website are not liable to the maximum extent permitted by law to you or anyone else for any loss of income, profit, contracts, goodwill or financial loss or damage without limitation suffered as a result of negligence or otherwise arising in connection with use of this Website or the products sold on it.

 

EXTERNAL LINKS

This site may contain links to other sites on the Internet that are owned and operated by third parties.  You acknowledge that we are not responsible for a content located on them.

 

We reserve the right to change our shop policy at any time without prior notice. By shopping with us, you agree and responsible for these terms and conditions.

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We know it can be hard to purchase through an online shop. Please contact us to info@anabalahan.com if you have any questions before placing the order.

We make sure that your journey with Ana Balahan designer clothes is enjoyable and meet your expectations.