Shipping & Returns Information

Accessories and gifts held in stock are dispatched from our Auckland atelier within two business days. Made-to-order items are produced for you specifically, and your production time is confirmed in writing when your order is placed.

You will receive tracking details by email as soon as your parcel leaves us.

Orders within NZ are sent via NZPOST tracked courier and typically arrive in two to four business days. Rural addresses please account for an extra day or two.

We ship worldwide with tracked and insured courier services. Delivery times vary by destination, and costs are confirmed at checkout before you pay.

Gowns are packed and protected for transit. Please read our journal article - "How to care for your gown" to learn about the steps to prepare your garment for your wedding day. 

Orders shipped outside New Zealand may attract import duties, taxes or customs charges on arrival. These are set by the destination country and are the responsibility of the recipient.

Please ensure that the delivery address and receivers name for your order is accurate and complete (including business name if shipping to a work address)as we may be unable to change these details once the order has been placed. We will not take responsibility for any orders that go missing due to incorrect delivery information provided by you. We will endeavour to deliver goods on the agreed delivery dates but, to the maximum extent permitted by law we will not be held liable for late delivery.
Rural delivery may take longer in some areas. Delivery will be deemed to have been made when the goods arrive at the delivery point agreed with you, or, if you are to arrange delivery, when the goods are available for collection by you.

You must notify us immediately if your tracking lists your item as delivered and you have not recieved it. Risk in the goods will pass to you on delivery.

Products displayed on our website are subject to availability in our showroom and online store. We do not guarantee that if a product is classified as being “in stock” that stock will be available to purchase at our physical showroom or online.

Please get in touch with us within 7 days of receiving your order if you wish to discuss returns or exchanges.

If you believe you have received a faulty item please contact us immediately at customercare@heracouture.co.nz with photos of the fault. 

Please note that we are not able to offer a return or provide a refund for a change of mind. So please do consider carefully before making a purchase. Our teamis only an email away should you have any questions or need more information.

Please ensure the item remains in the same condition as when you received it.

If you wish to exchange an item, please ensure that it remains in a perfect and resellable condition. We will require all labels, tags, and packaging material back to facilitate a return or exchange.

Returns and exchanges are at your expense, unless the item is faulty. We will require the item/s back within 14 days once a return or exchange has been agreed.

In the case of a faulty item we will issue you a return label for your order.

In all other cases kindly return your order with tracked shipping to: Hera Bridal Limited T/A Hera Couture by Katie Yeung, 501 Karangahape Road, Auckland CBD, Auckland 1010, New Zealand.  Phone: + 64 9 3691988.

Please return your item with tracked courier only and send us the tracking details. 

We will endeavour to assess the condition of the returned item within 7 days of receiving it.

In general, we will follow the guidelines provided by New Zealand consumer law. We will consider (at our discretion) the following:

• In the case of a fault, fixing or repairing the item;
• In the case of a fault or exchange request, replacing the item with an identical item; or
• If no reasonable remedy is available within an acceptable time frame, we will refund your order.

We will do our best to provide you with options within a reasonable timeframe. In the case of a fault, we will cover shipping the item back to you.

We will allow exchanges in some cases, except in the following circumstances:

Change of mind.

Sale items. All sale items are final and are ineligible for returns, unless faulty, in which case the New Zealand consumer law applies.

For hygiene reasons, undergarments and earrings are ineligible for returns or exchanges, unless faulty, in which case the New Zealand consumer law applies.

Customised products.

Our team has lovingly crafted your customised product as a one-off item especially for you to fit your specific requirements. These items are ineligible for returns or exchanges, unless faulty, in which case the New Zealand consumer law applies.

All successfully returned items will be credited to the original payment method. The original shipping charges will not be refunded. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us on +64 9 369 1988 or email customercare@heracouture.co.nz.

We have made every effort to display the products featured as accurately as possible. The equipment you use to view our website may impact on the display of our products. We do not guarantee that the colour, texture or detail of the product shown on your screen will accurately reflect the actual product.

Measurements provided on our website site are approximate only.

The website is provided for our customers to buy, or find out more about our products and services. Products displayed may only be available to purchase through this website and may not be available in our flagship showroom or our stockists.

We reserve the right to limit quantities or limit the number of products customers can purchase in a single transaction.