Shop Policies

Privacy Policy

INFORMATION WE COLLECT

To fulfil your order, you must provide us with certain information, such as your name, email address, postal address, contact number, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom orders, for example), if you contact us directly.

WHY WE NEED YOUR INFORMATION AND HOW TO USE IT

We rely on a number of legal bases to collect, use, and share your information, including:

1. as needed to provide our services, such as when we use your information to fulfil your order, to settle disputes, or to provide customer support;
2. if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
3. as necessary for the purpose of our legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving our services. We use your information to provide the services you requested and in our legitimate interest to improve our services.

INFORMATION SHARING AND DISCLOSURE

Information about our customers is important to our business. We share your personal information for very limited reasons and in limited circumstances, as follows:

Compliance with laws. We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to:
(a) respond to legal process or to government requests;
(b) enforce our agreements, terms and policies;
(c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or
(d) protect the rights, property, and safety of our customers, or others.


DATA RETENTION

We retain your personal information only for as long as necessary to provide you with our services and as described in our Privacy Policy. However, we may also be required to retain this information to comply with our legal and regulatory obligations, to resolve disputes, and to enforce my agreements.

YOUR RIGHTS

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. We describe these rights below:

1. Access. You may have the right to access and receive a copy of the personal information we hold about you by contacting us using the contact information below.
2. Change, restrict, delete. You may also have rights to change, restrict our use of, or delete your personal information. Absent exceptional circumstances (like where we are required to store data for legal reasons) we will generally delete your personal information upon request.
3 Complain. If you reside in the EU and wish to raise a concern about our use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

HOW TO CONTACT US

If you have any questions or concerns, you may contact us at:
info@madametulle.com.au. Alternately, you may mail us at:

Madame Tulle, PO Box 738, Rockdale, NSW 2216, Australia

Shipping Policy

We ship all items through Australia Post.

DOMESTIC orders - we use Regular Post (3-5 business days), Express Post Domestic delivery takes 2-4 business days.

INTERNATIONAL shipping - with Standard International delivery (tracking # will be provided and you will be able to track the item on the Australia Post website).

Standard International deliveries typically take 1 - 3 weeks though this cannot be guaranteed* (EXCLUDES TIME IN CUSTOMS IF APPLICABLE).

If you require expedited shipping please contact us to arrange this.

*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.

For INTERNATIONAL shipments, the buyer is responsible for all CUSTOM CHARGES and IMPORT DUTIES.
Please note that we do not have any control over Customs fees and Import Duties, you need to contact your local Customs Office for charges.

Packages can be held at your local Customs Offices for days or weeks before the notice is sent out to you. We don't have any control over this.

PLEASE TRACK YOUR ORDER AND CHECK WITH YOUR LOCAL CUSTOMS OFFICES OR POST OFFICE IF YOU DON'T RECEIVE YOUR PACKAGE IN NORMAL DELIVERY TIME (1-3 WEEKS) TO AVOID ANY DELAY.

PLEASE CHECK WITH YOUR LOCAL POST OFFICE IF THE PARCEL IS SHOWING IN THE TRACK TOOL OR VIA A TRACK ADVICE AS 'DELIVERED' BUT HAS NOT BEEN RECEIVED.

We use Australia Post but once it has left the country we are unable to help with any International customs issues, but as it is our job also to get your package to you safely, please contact us if you have not received your order within 4 weeks of its shipping date.

⚪ Please contact us for Express International Courier rates.

⚪ Please make sure that your 'ship to' address is a secure and current address.

⚪ Please contact us if you have any queries before ordering.

Order Cancellations

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).

Refund Policy

Please understand every item is made to order, therefore we do not accept exchanges or returns.

Refunds are only accepted within 3 days of receiving your purchase (we must receive an e-mail for your return within 3 days after the order is delivered) if the item:

  1. We sent you wrong item and/or wrong colour/size
  2. 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 and we will send you the correct item as soon as we can (we will advise you on the rush production time before we ship it) unless you prefer a refund.

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

All products are quality checked before leaving so we are confident this will not happen.