Frequently Asked Questions
The Process
What do I need to know before I place an order?
-Dresses are hand made to order which takes three months. Don’t forget to then factor in shipping and alterations.
-Shipping is free worldwide – but if you’re an international bride you will be subject to local duties and taxes.
-Although our pieces are designed with ease in mind, some minor alterations (including hem length) will be needed so they fit you perfectly. This is a fair easy adjustment for any professional seamstress in your area.
-All prices are in AUD.
-Prices are different for Australian customers compared to International customers to account for GST.
-There are strictly no returns unless faulty.
How long does it take to make my dress?
There is no such thing as ordering your dress too early! It leaves you time to plan the rest of your look and focus on other elements of your big day. Production time for our pieces is currently three months, but we recommend ordering your dress at least six months before your wedding to allow time for delivery and alterations.
What if my wedding is sooner?
If your wedding is less than three months away, please send us an email and we will try our best to accommodate. Rush fees will apply.
Where is my dress made?
One of the things that makes our pieces special is that we hand-make each and every piece from Cathleen Jia’s Melbourne based bridal loft. To maintain the best high-quality standards, we control every step ourselves rather than have them made overseas; we design, pattern, cut and hand make each dress, package, and deliver worldwide all ourselves.
Sizing and Alterations
How do I know my size?
Please use our sizing chart. Cathleen Jia’s gowns are renowned for being figure flattering, they are cleverly designed to ensure any minor alterations are fuss free and not complicated by a professional seamstress. All dresses come in a standard length that will most likely need to be altered depending on your heel height. If you’re between sizes, we always recommend sizing up as it’s a lot easier to take a piece in than to let it out.
Our dresses are made to a standard length. Our model is 178cm and is wearing a standard heel height. If you are taller than this, please contact us. Additional length fees will apply.
Please measure in centimetres only. If you are unsure of anything, please contact us via hello@thewhitefiles.com and we will advise the best option.
Will my dress need alterations?
Our pieces are designed to be fuss free, so you may find the size you ordered is fine. But most likely your piece will need minor alterations in order to fit you perfectly, especially the hem. We create your piece to your nearest dress size and all to a standard length. Once you’ve picked your bridal shoes, take your dress to a trusted seamstress to get the final touches made. Alteration costs are extra and it is your responsibility.
What if I gain or lose on weight?
If you are between sizes, we always recommend sizing up as it’s a lot easier to take in a piece than let it out. This should accommodate for any weight gain. If you’ve lost weight since ordering, remember a reliable dress maker is usually able to take in a dress in up to two dress sizes.
Can I try the pieces on?
The collection is online only at the moment, so the dresses are unavailable to try on. Make sure you're subscribed to our email list to be one of the first to be told about any upcoming trunk shows or runway appearances our dresses will be making in your city!
Delivery
What are delivery costs?
We offer free shipping with full tracking and signature required upon delivery.
Orders shipped internationally will incur duties and taxes. Duties and taxes are determined by the customs agency within the destination country. Assessment of duties and taxes will be based on the value of the order and the Tax-free threshold, if it exists, for goods imported into the destination country. It is illegal to not declare the contents of your parcel. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. More information can be obtained by contacting your local customs office.
How long does delivery take?
We will notify you when your dress has been made (allow three months) and is dispatched from Cathleen Jia’s bridal loft in Melbourne. Delivery differs depending on your location – we will give you all the tracking details you need. Australian brides factor in one week for delivery, and international brides factor in at least two. Please note there may be shipping delays due to COVID-19.
What if I gave you the wrong shipping details?
We take no responsibility for incorrect shipping details. If the incorrect details have been submitted, contact us immediately via shop@thewhitefiles.com – your delivery address CANNOT be changed once your order has been dispatched.
How is my dress packaged?
Your dress will be wrapped in acid free tissue paper and will be sent in a box to you. If you’re eloping and your dress needs further transportation, or you want to store your dress separately after your wedding, we recommend that you also purchase a dress bag.
Returns
What is your return policy?
As each dress is made to order we do not accept returns or exchanges for change of minds. This is in line with our sustainable ethos that we carry throughout our entire production process.
Refunds or replacement will be accepted for faulty products only after inspection and approval by head designer, Cathleen Jia.
What happens if my dress is faulty?
One of the things that makes us special is that we hand-make each and every piece from Cathleen Jia’s Melbourne based bridal loft. To maintain high-quality standards, we control every step ourselves rather than have them made overseas; we design, pattern, cut and hand make each dress, package, and deliver worldwide all ourselves. Because of this there should be no faults as quality control occurs at every step of the process. Please be aware before purchase that different weaves of fabrics may appear slightly different, natural fraying of silk occurs as it’s an organic element. If you believe there is a fault in your dress, please contact us immediately.
Cathleen Jia selects only high quality materials, however the silks being a natural fibre can have small imperfections due its woven process. The dye lot of all materials can also vary between different rolls, and Cathleen Jia cannot guarantee your order will be the exact colour and/or consistency as the sample shown on the website. Please note the above discrepancies are very minimal, we try our best to avoid fabric imperfections in our cutting process and the dye lot variations are generally not noticeable to the untrained eye.
Excessive rough handling will cause pulls and damages to the fabrics, this does not reflect poor quality but is purely due to the delicate nature of the garments.
Due to the handmade nature, Cathleen Jia cannot guarantee every piece will be identical. However, the differences are so subtle, it will not affect the overall appearance of the style. In fact, it adds personality to the pieces and further emphasize the lovingly handmade techniques.