FAQs

DO YOU HAVE A SHOP?
We have two online shops including our Etsy shop. We do understand how important it is to see the veils in person before placing an order online, we open our work studio for private fittings (by appointment only).

We keep a good selection of classic, lace and cap veil samples along with materials and embellishments. It's recommended that you bring your wedding dress so we can find the perfect veil style, material and colour to complement your gown.

All our veils are 'made to order' items. We do not sell wedding veils off the rack or have any 'ready to wear' veils in stock. 

WHEN WILL I RECEIVE MY ORDER?
Domestic delivery typically takes 2-5 business days, Express Post Domestic delivery takes 2-3 business days. International delivery typically takes 1-3 weeks*

*STANDARD DELIVERY TIMES BETWEEN METROPOLITAN AREAS OR MAJOR CITIES, EXCLUDES TIME IN CUSTOMS IF APPLICABLE AND MAY BE SUBJECT TO DELAY DUE TO CAUSES OUTSIDE OF AUSTRALIA POST'S CONTROL

We will provide you with tracking ID once your order has been despatched (except for Tulle swatches).
Please check our shop policies for more details.

DO YOU ACCEPT RETURNS?
Please understand every item is made to order so we DO NOT accept exchanges or returns.

Refunds are only accepted within 3 days of receiving your purchase (We MUST receive a return request by e-mail within 3 days after the order is delivered) if the item:
* We sent you wrong item and/or wrong size
* Item is faulty

If the item described above was mistakenly shipped to you, please contact us within 3 days of receiving your purchase, return the item to us and we'll send you the correct item as soon as we can (we will advise you on the rush production time before we ship it) with Express Post unless you prefer a refund.

Please make sure when returning the item that it is in new condition, perfume free and returned with all tags, packaging and accessories (if any).

CAN I CANCEL MY ORDER?
We only accept order cancellation (for wedding veils and garters) within 3 days of purchase. 
If you need to cancel your order, please request a cancellation within 3 days of purchase via email at info@madametulle.com.au. 
Once a cancellation request has been accepted and approved, a full refund will be issued and a confirmation email will be sent. 
This process takes a few days to complete. The refund should be back in your PayPal balance or on your credit card within 5-10 working days.

Please note that we do not accept any cancellation request made via social media (facebook page/messenger, twitter and instagram).

HOW LONG DOES IT TAKE TO MAKE MY VEIL?
The lead time for our wedding veils is 2-3 weeks, garters 1-2 weeks and the
lead time for tulle swatches is 1-3 business days. If you require a rush order please contact us ASAP as we may be able to do this, otherwise please be aware of this time frame.

CAN I ORDER A VEIL TO TRY ON AND RETURN IT IF IT DOESN'T WORK?
Every item here is made to order and made by hand personally for you, due to this fact we do not accept returns. Please make sure that you have the correct colour and size before purchasing a veil.

We highly suggest you to order our tulle swatches to match with the colour of your dress.
Please contact us if you are unsure about the type of tulle to order or if you have any questions.

DO YOU ACCEPT RUSH ORDERS? IF YOU DO, HOW MUCH WILL IT COST?
Yes, we do accept rush orders at no extra fee. We do understand that in most cases brides can only decide on the veil at their first dress fitting, which is often 2-3 weeks before their wedding day.
We will do our best to get you your veil on time by speeding up the production time/prioritising your order but please contact us this before ordering. You will need to allow at least 5-7 days for delivery within Australia but if you are overseas, you must allow at least 2-3 weeks shipping time prior to your wedding date. Alternatively, express courier services are an option and we can give you more details upon request.

DO YOU ACCEPT CUSTOM ORDERS?
We do accept custom orders. However, at the moment, we do not accommodate any custom made veils that requires embroidery, hand beading and hat making/millinery. The average production time for custom made veils is 3 - 5 weeks, depending on the design, material and details of the veil.

Please don't hesitate to contact us to discuss your custom order or make an appointment to visit our Sydney studio.

I CAN'T DECIDE ON THE COLOUR FOR MY VEIL
White comes in different shades and so does ivory. Your ivory wedding dress could be other designer's silk white, candle white, diamond white, light ivory or white.

If you look at the ivory wedding dresses at your bridal shop, you will be able to notice the differences in the colour tones and shades. If you are unsure about the veil colour to go with your dress, we would suggest that you order our tulle swatches but keep in mind that delivery could take up to 2-3 weeks to reach you if you are not in Australia, Express Post delivery is available upon request.

WHICH VEIL WILL BEST SUIT MY DRESS?
Please visit our 'How to choose a veil' page for useful tips.
You are more than welcome to send us a picture of your dress for veil advice,
we are here to help. Please don't hesitate to contact us for any veil advice or other queries. We'll reply as soon as we can.

HOW WILL I KNOW IF MY ORDER HAS BEEN POSTED?
You will receive a shipping email notification with a tracking number once your order has been dispatched.