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 are 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 returned 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 an extra two to four weeks of the standard delivery time mentioned in our delivery terms.
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.
We know how hard it is to choose the right colour while shopping online. That's why we encourage you to use Fabric samples listing in the Accessories to buy a colour sample you liked or contact us for help.
When you purchase an item without previous fabric samples 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.
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.
- 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.
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.
Please make sure that the 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.
We are pleased to offer complimentary shipping on all dresses and accessories purchased together. However, for accessories purchased separately from dresses, a postage fee will be applied to cover shipping costs. Please do not hesitate to contact us if you would like to request shipping cost information.
Please be advised that while we make every effort to ensure prompt processing of your order, we cannot guarantee delivery times as they may be impacted by customs and postal services beyond our control.
Standard delivery time estimate (not including processing time):
- Shipping within Australia is approximately three-four business days.
- International shipping is 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.
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 in third-party services.
DELIVERED BUT NOT RECEIVED
Please note that we are unable to take responsibility for packages that have been marked as delivered by the carrier but have not been received by you. In such instances, we recommend the following steps:
- Double-check that the delivery address provided is correct.
- Check with neighbors or other household members to see if the package was delivered.
- Contact the carrier to inquire about the package's whereabouts and request a delivery investigation.
Please do not hesitate to contact us. We are here to assist in any way we can.
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 professionally cleaned only.
- Do not use the dryer.
- In need of small altering for chest or waist, simply stitch it by hand from inside.
- For perfect sash sit, apply stitches, or use double-sided sticky tape.
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.
- 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 its 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.
- Shipping expenses.
- A refund won't be made if the dress is not in its 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.
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.
- The buyer bears all responsibility for the usage of our products.
Customers information is used for:
- Processing orders.
- Sign third-party Post services.
- To settle disputes and/or to provide customer support.
- For electronic newsletters and exclusive offers listing (please unsubscribe if not interested).
- Customer activity data is shared using the Facebook Pixel, advanced matching and Conversions API. Customers can disconnect this data from their Facebook account by changing their settings for Off-Facebook activity
In case of selling or merging our business, we may disclose your information as part of a transaction with permitted law terms.
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.
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 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 are responsible for these terms and conditions.
We know it can be hard to purchase through an online shop. Please contact us at email@example.com if you have any questions before placing the order.
We make sure that your journey with Ana Balahan designer clothes is enjoyable and meets your expectations.