FAQ

Your experience is important to us. We have summarised answers to our most frequently asked questions below. If you have any further enquiries please do not hesitate to contact our friendly team on (07) 3368 3261 or at whenfreddiemetlilly@gmail.com.

 

Do I need to make an appointment?

As we like to give each of our brides our undivided attention, appointments are necessary.  Book now.

 

How long is my appointment?

We allocate 1 hour per appointment. If you wish to book a longer appointment, or you wish to schedule time for trying both bridal gowns and bridesmaid gowns on the same day, please contact our team.

 

Are the appointments free?

All appointments and fittings with WFML are free. 

 

What do I need to bring to my appointment? 

All of your excitement and an open mind! We encourage you to wear nude underwear and bring a pair of shoes similar to what you can image yourself wearing on your big day. Please do not wear any makeup as it can soil our sample garments and ruin the experience for other brides.

 

How many people can I bring to my appointment?

As much as we love a good bridal party, we want to make the experience about you! We do understand how important it is to have your nearest and dearest with you at this special time however due to the limited space in our boutique studio, we like to ask you to bring no more than 3 guests.

 

Can I take photos? 

Most definitely. You are also more than welcome to Facetime or Skype beloved ones who are not able to attend your appointment.

 

What does ‘made-to-measure’ or ‘bespoke’ mean?

We do things a little bit differently at WFML; all of our designs are our own and we have our own production team. The gowns you will try on in our studio are our samples. We do not have excess stock in standard sizing, we make gowns as they are ordered. This allows us to make you gown to your specific size measurements (made to measure) and enables us to customise features of the gown if you so wish (bespoke). 

 

Do you offer alterations?

We are in partnership with an extremely talented dressmaker who can take care of any alterations you may need. As our gowns are made to measure, generally the only alteration cost our brides have is their hemline. The hemline is the one measurement we do not take as we do not expect you to have purchased your shoes before your dress.

If you decide to change a feature of your gown after it has been made, or you have a dramatic change in weight, the additional alterations costs will be your responsibility. 

 

What happens if I find a dress that I love?

A 50% deposit is due upon ordering your gown with the remaining due to be paid fully before your first fitting. Alteration costs must be paid before the gown is collected.

 

When should I start looking for my dress and how long will it take for the dress to be made?

We suggest to start your gown shopping 9-12 months out from your wedding day. Most of our gowns take between 5 and 6 months to be made. Don’t panic if your wedding date is sooner than this, we do offer a Rush Service, however orders requiring an extremely fast production timeframe will incur a rush order fee as it affects our entire production schedule.

 

Ordering and Payment

Our store is open 24 hours, 7 days a week. After you place your order, an e-mail confirmation including an order number, will be sent to the e-mail address that was entered on your order form. Once your payment has been approved, your item will be packed and dispatched. You will be notified by email, to advise if any of the items you have ordered are out of stock. In this instance, the full amount will be refunded using your original payment method.

 

Payment Methods

Payment can be made through Paypal with Visa & Mastercard. Or over the phone with your Credit/Debit Card through Square.

You may want to pay by direct deposit. This is possibly by contacting contact@whenfreddiemetlilly.com.au. The goods will be dispatched once payment has been received and cleared. If payment is not received within 5 business days, then purchased items will be returned to stock.

*If using Bank Deposit as payment method, please state your name & order number as the reference when transferring money so we can quickly determine your deposit & ship the goods. Our Bank Details for direct deposits:

Bank: ANZ
BSB: 014 210
Account Number: 381280973
Account Name: When Freddie met Lilly Pty Ltd

 

Overseas goods

Can my delivery be sent to a PO Box?

Yes PO Boxes are acceptable as we use Express Post bags.
What if I would like an item that is “sold out”?

Like any store, our stock of products is limited, and if an item is marked “sold out” then it is likely to not be available any more. However in some instances we are able to re-order items, so if you are particularly interested in an item, please contact us at contact@whenfreddiemetlilly.com.au and we will see what we can do for you.
How true are the garment colours of the products for sale?

Garment colours will be reproduced as true and accurately as possible. However, slight variations in colour and size specifications can sometimes occur. Please also note that the way the colours appear on screen is also a result of the settings and colour calibration of your monitor.
What if an item doesn’t fit, or I don’t like it once I have received it?

You are free to return or exchange an item within 14 days of receiving your product, as long as the item is in new, un-worn, un-washed and un-used condition with all tags attached. Please contact us at contact@whenfreddiemetlilly.com.au for an authorisation number with which to return the goods. Goods are to be returned at your expense, but a replacement item will be shipped to you at no extra charge. The receipt must accompany the goods. Items that have been returned that have been worn, damaged or altered from their original state will not be exchanged or refunded, and will be sent directly back to the customer
We can be contacted via:

Email: contact@whenfreddiemetlilly.com.au
Phone+61 7 3368 3261 AEST 9am – 5:30pm
Mobile: +61 408 079 70