FAQ

 

Bookings & Appointments

Do I need an appointment to try on gowns?
Yes. Luxe Gown Boutique operates by private appointment only to ensure every client receives a personalised, one‑on‑one styling experience.

How do I book an appointment?
You can book your complimentary fitting appointment via our online booking page, by emailing info@luxegownboutique.com.au, or by calling/texting +61 425 662 884. We’ll confirm your appointment and have everything ready for your arrival at our Doreen studio.

How long is a fitting appointment?
There is no time limit — finding the perfect gown should never feel rushed. Take all the time you need to explore styles, try on gowns, and receive expert guidance in a relaxed, private setting.

Is there a booking fee?
No - we just request if you cannot make your appointment, please notify us to reschedule or cancel.

Can I browse gowns online before my appointment?
Absolutely — you’re welcome to browse our collection online to get an idea of styles you love before your visit. Keep in mind that gowns can look and feel very different in person, so we encourage you to come with an open mind. Our stylist will guide you through options suited to your shape, occasion, and vision.

Can I book a gown in advance?
Yes — we recommend booking your gown as early as possible to secure your preferred style and event date, especially during peak bridal and formal seasons. Once your in-store fitting is complete and you’ve confirmed your gown, we’ll lock in your event date.

Can I hire multiple gowns for a bridal party or group?
Yes — we love dressing entire bridal parties and groups! Please get in touch to discuss availability and arrange a group fitting appointment at our Doreen studio.

Purchasing Gowns

Can every dress be hired?
Yes. Every dress across our website is available to hire, subject to size and date availability. Styles marked Hire Only can be purchased at a reduced price. All other dresses can still be hired, even when a retail purchase price is displayed.

All hires require a complimentary in-store fitting at our Doreen studio before booking.

Will a dress I purchase be brand new?
Yes. Every dress purchased from Luxe Gown Boutique comes from our dedicated retail stock and has never been worn or hired. Hire gowns are managed separately and clearly identified.

We never sell a previously hired, sample, or pre-loved gown as new. If an ex-hire or sample gown is offered for sale, it will be clearly labelled and its condition fully disclosed before purchase.

Do you offer custom orders?
Yes — selected designers allow custom orders. Timeframes vary from 4–12 weeks depending on the designer.

Do you offer gift cards?
Yes. Luxe Gown Boutique gift cards are available for retail purchases only and cannot be redeemed toward gown hire, security bonds, freight, or other hire-related charges. Please contact us to arrange a gift card.

Gown Hire

What's included in the hire fee?
Your hire includes:

  • Professional cleaning
  • A protective garment bag
  • Fit check before your event

How much does it cost to hire a gown?
Hire fees vary depending on the style and designer of the gown. Generally, hire fees range from $80–$300, dependent on dress. Midi dresses are generally at the lower hire price point.

Do I need to clean the gown after wearing it?
No — professional cleaning is included. Please do not attempt to clean the gown yourself.

What happens if the gown is damaged?
Minor wear is expected. Significant damage, stains, or repairs may incur a fee. Severe damage or loss may require full replacement, up to the full retail price of the garment.

Please note: Fake tan stains are considered damage. We recommend avoiding self-tan for at least 48 hours before wearing your gown, particularly for light-coloured garments. Damage deductions are made from your security bond in accordance with our Hire Policy.

What if the gown doesn’t fit on the day of my event?
We do our best to ensure a great fit during your in-store fitting. If you have any concerns closer to your event, please contact us as soon as possible — we’ll do everything we can to help. Light adjustments such as clips or temporary fixes can be arranged. For this reason, we strongly recommend not leaving your pick-up to the last minute.

What if my event is cancelled or postponed?
We understand that plans can change unexpectedly. Please contact us as soon as possible at info@luxegownboutique.com.au. Where eligible, we can issue a hire-credit to use toward a future booking. Please refer to our Hire Policy for full cancellation terms.

Sizing & Fit

What sizes do you carry?
We proudly offer inclusive sizing from AU 2–24.

Do you offer alterations?
Light adjustments (clips, temporary fixes) are available for hire gowns. Permanent alterations are available for purchased gowns only and will incur additional fees.

Payments

What payment methods do you accept?
We accept:

  • EFTPOS
  • Credit/debit cards
  • Afterpay
  • Bank transfer

Do you require a bond?
Yes — a refundable security bond is required for all hires. It is returned once the gown is returned in its original condition.

Is the bond charged immediately or held?
The bond is charged at the time of booking — it is not a pre-authorisation hold. It will be refunded to your original payment method once the garment is returned in its original condition, in accordance with our Hire Policy.

Pick‑Up & Returns

When do I pick up my gown?
Pick‑up is typically 1–2 days before your event, unless otherwise arranged. All gowns must be tried on in-store at our Doreen studio before your hire is confirmed. Once your fitting is complete and your gown is secured, we can arrange Express Post delivery to you for $15 AUD — arriving freshly dry cleaned and ready to wear.

When do I return my gown?
Returns are due the next business day after your event by the agreed time. If your gown was posted to you, a prepaid return satchel is provided for $15 AUD — simply drop it over the counter at your nearest Australia Post before 3pm on the first business day after your event. No dry cleaning required.

Cancellations & Refunds

What is your cancellation policy?

  • Non-Refundable Hire Fees

    Hire fees are non-refundable for change-of-mind cancellations, subject to any rights or remedies available to the Client under Australian Consumer Law.

  • Notification of Changes or Cancellations

    All requests to amend or cancel a hire booking must be submitted in writing by email to info@luxegownboutique.com.au. The Client should include their booking details and Event Date in the request.

  • Cancellation Notice Periods and Hire Credit

    For change-of-mind cancellations, Luxe Gown Boutique may issue hire credit at its discretion, subject to the following minimum notice periods:

    • In-store pickup hires: Cancellation requests must be received at least 7 calendar days before the Event Date.

    • Postal hires: Cancellation requests must be received at least 14 calendar days before the Event Date.

    Meeting the applicable notice period does not guarantee that hire credit will be issued. Any approved credit is subject to the conditions set out in this clause.

  • Last-Minute Hire Bookings (Within 7 Days of the Event Date)

    Bookings made within 7 calendar days of the Event Date are non-refundable for change-of-mind cancellations. No refund or hire credit will be issued if the Client subsequently changes their mind, experiences size or fit issues, or decides that the garment is unsuitable.

    This condition applies to both in-store pickup and postal hire bookings, subject to any rights or remedies available to the Client under Australian Consumer Law.

  • Cancellations Outside the Applicable Notice Period

    Change-of-mind cancellations received less than the applicable notice period specified under Cancellation Notice Periods and Hire Credit above are not eligible for a refund or hire credit.

    This includes cancellations due to a change of mind, size or fit issues, or the garment not meeting the Client's personal preferences. This clause does not limit any rights or remedies available under Australian Consumer Law.

  • Exceptional Circumstances Policy

    Luxe Gown Boutique may consider requests for an exception to its cancellation policy on a case-by-case basis. Exceptional circumstances may include:

    • Death in the immediate family.

    • Serious illness affecting the Client or an immediate family member.

    • Natural disasters or other significant unforeseen events that prevent the Client from attending the booked event.

    The Client may be asked to provide reasonable supporting documentation. Any decision to provide a refund or hire credit will be made at the discretion of Luxe Gown Boutique, subject to applicable consumer law.

  • Validity of Hire Credit

    Approved hire credit is valid for 4 months from the date of issue. Any unused credit expires at the end of this period, subject to any rights the Client may have under applicable law.

  • Use of Hire Credit

    Hire credit must be redeemed in a single transaction and cannot be divided or used across multiple hire bookings.

  • Exclusions

    Hire credit cannot be used towards retail purchases, security bonds, or freight and postage charges.

  • Bookings Made Using Hire Credit

    Once a new hire booking has been confirmed using hire credit, it cannot be cancelled or amended for a change of mind. This does not affect any rights or remedies available to the Client under Australian Consumer Law.

  • Non-Transferability

    Hire credit is non-transferable and may only be used by the original Client to whom it was issued.

Please refer to our full Hire Policy for details.

Can I change my gown after booking?
Yes — you may switch to another gown during your fitting or at a later appointment, subject to availability.

 

Shipping & Retail Returns

Where do you ship?
We ship Australia-wide via Australia Post Express and also offer international shipping.

How can I track my order?
A tracking number will be emailed to you once your order has been dispatched.

What if my event is within five days?
For time-sensitive orders (e.g. events within 5 days), please contact us before placing your order so we can confirm availability and dispatch timing.

How do I request a return or exchange?
To initiate a return or exchange, please email us with your order number and reason for return. Refer to our Shipping & Returns page for the applicable terms.

Pre-orders

What is a pre-order?
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory.

When do I pay for a pre-order?
Full payment required at checkout.

Can I cancel a pre-order after it has been fulfilled?
If the order has been fulfilled, then you can't cancel the order, but you can request a credit note. See our returns policy for more details on returns and refunds.

Location & Contact

Where are you located?
Luxe Gown Boutique is based in Doreen, VIC, operating as a private, appointment‑only studio.

How do I contact you?
Email: info@luxegownboutique.com.au
Instagram: @luxegownboutique
Mobile: +61 425 662 884
WhatsApp: Message us on WhatsApp