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FAQ'S

SALE

 Holiday Sale 20% off Site Wide! ---- Spend $375 and enjoy 25% off!!! ---- SPEND $675 AND ENJOY 30% OFF!!!

EDEN LUXE BRIDAL

PALM BEACH

Couture Bridal Adornments


Happy Holidays! 
20% OFF Site Wide! 
25% off orders over $375
30% OFF Orders over $675


 Regal Old-World Luxury

for the modern bride 

Exchanges ARE allowed. 

We want you to be happy, and we are AMAZING at Bridal Styling... and after we style you... you aren't going to want to exchange it anyway!! But just in case you do... 

*For ENGAGEMENT RING, WEDDING RING and VINTAGE FINE JEWELRY Specific Exchange and Return Policy information is HERE

How to do an Exchange of Bridal Accessories:
It's super easy to do an exchange... 

Send the piece back to us within 14 days of delivery, and make sure that it is packed well in the ORIGINAL PACKAGING so it arrives back without damage.

Items shipped back after 14 days will not be eligible for exchange. *It just needs to be shipped in 14 days - we understand that it will take a few days to arrive.

Important Things to Note: 
Items that arrive damaged, have been worn, are not sent back in the original packaging, or do not have the original undamaged tags attached -  will not be eligible for exchange and will be returned to sender.

Bespoke / Custom / Gemstone / Pearling Added items have been made especially for you and are not eligible for exchange. 

Shop credit must be used within 1 year of original date of purchase.

You may also gift your shop credit to someone else, if you are not planning on personally using it. - Just let us know and we will make it happen!

Additional Exchange Details:
Buyer is responsible for shipping costs both ways. 
i.e. When you send it back to us, we will send you a link to purchase shipping of the newly selected piece back to you - when you decide on which item you would like instead.

We are not able to be responsible for Non-Arrival of pieces sent back for exchange, or pieces that have been damaged by the Post on it's way back to us. 

FAQ & Policies

WHAT ARE THE TERMS OF PURCHASE / REFUND / EXCHANGE POLICY?


It is HIGHLY recommended to use a Trackable and Insured method like USPS Priority Mail or FedEx when shipping back the piece you would like to exchange... and if you have Tracking and Insurance - your lovely piece is protected from loss / damage during transit.



How to Use Your EDEN LUXE Bridal Shop Credit:

If the piece you would like to exchange your original purchased piece for is GREATER in price than the piece you originally purchased...

--- You will receive a link for purchase to cover the difference in the price to the upgraded piece, plus the cost for the re-shipping of your newly selected piece back to you.

If the piece you would like to change to, is LESS in price than the piece you originally purchased...

--- You will receive a SHOP CREDIT for the difference, minus the cost to re-ship your newly selected piece back to you.

Regardless of wedding / wear date, or you have just decided to forgo a headpiece or decline to exchange to another item - for any number of reasons or situations... please note - refunds will not be processed. Any left over funds will be available to you in Shop Credit. 

Shop Credit will be valid for 1 year from the date of original purchase.

Tiaras and Jewelry also make great Birthday, Maternity Photoshoot, General and Holiday Gifts too...and you are also welcome to "Gift" your shop credit to someone else who is getting married, or anyone else you would like, for use until the expiration date.

Again, if you would like to Gift your shop credit - please just message us to discuss, and we will make it happen! 

Handmade Bridal Adornments are made from very delicate and costly materials, and as a small boutique studio and an Artisan... not a Huge Corporation - we simply cannot absorb the types of costs associated with theft, loss, buyer damage during use, "it suddenly broke at, before, during or after my hair trial" (we all know things don't just suddenly or spontaneous break without someone doing something to break them), etc... and any number of other situations that a large company can. 

That being said... I personally have earned over 1000 + glowing Feedbacks from my Etsy Shop - EDEN LUXE Bridal. I am EXTREMELY EASY to work with... a very nice person and believe in ethics in all things and Good Karma. 

PERSONAL NOTE FROM OUR PRESIDENT / CREATRIX HEATHER EDEN ON OUR RETURN POLICY.

I work very hard to make sure that all of my clients are happy and have nothing but wonderful things to say about me and my creations and I promise that I will make every reasonable attempt to work with you to try to help solve any unforeseen issues that may occur.

However, shop policies are there to provide a definitive framework of appropriate expectations and avoid unscrupulous claims, manipulative bullying and just ridiculous client shenanigans. You would be shocked at some of the things I've heard over the years. LOL! I'm always happy to help but there must be guidelines and boundaries.


By placing your order you acknowledge, agree and accept all of the EDEN LUXE Bridal shop policies and acknowledge, agree and accept that all orders fall under a no refund or cancellation policy, and exchanges are allowed as detailed above.

As is standard in the Bridal Industry, due to the delicate nature of Handmade Bridal, Custom / Bespoke pieces and Special Occasion items a no refund, or cancellation policy is necessary, and exchanges are allowed as detailed above.

However, to help avoid the need for this in the first place... we are available to answer as many questions as you have about our pieces... as well as to provide HONEST styling guidance about if the piece that you are interested in will create the look you want.

TERMS OF PURCHASE

HOLIDAY 2019 SALE Promotion TERMS*
The 20% off discount code "HAPPY20" applies to ANY Item on our website INCLUDING Vintage Engagement / Wedding Rings and Fine Jewelry items.

HAPPY20 is the ONLY valid discount code available for any Vintage Engagement / Wedding Ring or Fine Jewelry Item regardless of price. 

"Spend $375 and GET 25% OFF" with discount code "HAPPY25", and "Spend $675 and GET 30% OFF" with discount code "HAPPY30" discount tiers are applicable ONLY to Non Custom / Non Bespoke Bridal Accessories, Veils, Tiaras, Headpieces, Crowns, or other Bridal Jewelry that does not fall into the Vintage Engagement / Wedding Rings and Fine Jewelry item category. 

The maximum discount allowed is 20% off for any Vintage Engagement / Wedding Ring or other Fine Jewelry item regardless of amount spent to purchase those items. 

ALL Vintage Engagement / Wedding Rings and Fine Jewelry items are EXCLUDED from discount tiers:
"Spend $375 and GET 25% OFF" with discount code "HAPPY25".
"Spend $675 and GET 30% OFF" with discount code "HAPPY30".

Discounts and Discount Tiers do not compound, and only one discount code is applicable per order.

Please note, by purchasing our unique, elegant and exquisite items... you have chosen to support an extremely small Atelier  -  Studio and company. :-) 

Both I and my family all thank you very much for doing so! 

Please keep in mind many of our gorgeous pieces are Bespoke or Made to Order. All items have the Production Timeframe noted in each product listing.

These timeframes are our best estimates for production times, as a small exclusive Atelier, during high wedding season (Feb-Oct) due to the sheer volume of orders and Bespoke pieces ordered, sometimes it may take a bit longer for your order to be completed or readied for shipping. 

Production timeframes are not exact guaranteed ship dates – they are general production timeframe guidelines. 

We will do our best to accommodate date requests made after an order has been placed, but cannot guarantee exact delivery dates unless arrangements have been made and agreed upon per our production schedule prior to ordering. 

SHIPPING / PRODUCTION TIMEFRAMES 

Just a reminder - "Amazon-esque" lightning quick shipping speed is just not realistic when working with an extremely exclusive Atelier that focuses on exquisite Bespoke  / Custom pieces and is obsessed with Old-World craftsmanship and gorgeous perfection... which is why you are here in the first place. 💕  

I DO need to sleep and pay attention to my husband, human and furry kids or they will not be happy, and we all know how that goes. That typically doesn't end well...

So, I personally REALLY APPRECIATE that you all are PATIENT while we pack up your "lovelies" and during wedding season (Feb-Oct), please remember due to the sheer number of orders, it can sometimes take a few to several extra business days (M-F) to get everything done and prepared for the trip to the Post.

If we talked about your wedding date, and I said it will be there before then... it will DEFINITELY get there in time for your wedding date or event! Pinky swear!!! 

EDEN LUXE Bridal will not provide refunds nor allow returns or cancellations, and is not responsible for missed delivery or wedding dates related to weather, acts of God, Buyer non communication of Wedding or Event Dates, Postal or Customs Loss, Postal or Carrier Delays, and Undeliverable Parcels returned to sender due to addresses noted by the Post as incorrect, duty non-payment, or parcel refusal or buyer unavailability for signature required deliveries.

Please put wear date information in the Order Notes so we can help wherever possible to facilitate your order getting there on time. 

LATE DELIVERIES: 

I DIDN'T READ THE SHIPPING TIMEFRAME FOR THE PIECE I ORDERED, OR LEAVE MY WEDDING DATE / WEAR DATE IN THE ORDER NOTE SECTION OF THE CHECKOUT - AND NOW MY PIECE WAS DELIVERED TOO LATE... DO I GET A REFUND? 


If you have some information for us that will help us make sure your piece is delivered on time and without incident... PLEASE let us know! We are REALLY good at what we do, but we definitely can't read minds. :-) 

We do the sparkly part and once a parcel leaves our studio, we have no control of what happens to it from that point on, and therefore EDEN LUXE Bridal does not assume liability and will not provide refunds nor allow returns, and is not responsible for missed delivery or wedding dates related to acts of God, Buyer non-communication of Wedding / Event / Wear Dates, Postal or Customs Loss, Postal or Carrier Delays or Undeliverable Parcels returned to sender due to addresses noted by the Post as incorrect, Duty / Customs non-payment, or parcel refusal or unavailability for signature required deliveries. 

If multiple items are purchased together; and there are some that are Ready to Ship and others that are Made to Order... all items will be shipped together when all of the Made to Order pieces are completed as stated in the Production Timeframes noted in each listing. 

However, If you would like the pieces you ordered shipped in TWO different batches...

I PURCHASED MULTIPLE ITEMS WITH DIFFERENT SHIPPING AND PRODUCTION TIMEFRAMES... SO WHEN WILL IT ALL SHIP? 

Ready to Ship pieces in one shipment, and Made to Order pieces in another shipment... please send an email to: customerservice@edenluxebridal.com.

We'll send you a link to purchase additional shipping to cover the shipping cost of the 2nd parcel.

Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.

When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.

The shipping method that you have chosen upon checkout is the time that it will typically take for a parcel to arrive once dropped at the Post or given to Fedex, UPS, or DHL

Ready to Ship items are typically processed for shipping within 3-5 Business Days after purchase during Wedding Season (Jan-Oct.)

Made to Order items vary for production timeframe and timeframes are noted in each listing on an individual basis. This is NOT an exact production timeframe and may very slightly depending on volume of orders, time of year, etc. 

*Please note...
Just because the Shipping TRANSIT TIME at checkout says 2-3 Business Days, that DOES NOT mean that your piece will arrive at your doorstep in 2-3 Days.  

The Shipping Timeframe / Production Timeframe is clearly noted in each listing - and states whether a piece is Ready to Ship (in 3-5 Business Days) or Made to Order, and will ship out within XYZ Weeks after purchase, via the shipping method purchased at checkout.

We do not allow cancellations, process refunds, are not able to make exceptions, and you will not win an attempted dispute / chargeback because you did not read the production timeframe before purchase and inaccurately assumed that the Shipping Transit Time was when the item would arrive and you are "uncomfortable" with it arriving so close to your wedding date, or it missed the wedding, event, or other wear / gift date.  It's clearly noted for a reason, so please read and if you aren't sure - just ask first. 

It is the Client's responsibility to read the information posted in the listings prior to purchase. We are often able to accommodate rush orders if you have inquired, and we have agreed prior to your purchase. 

If you have an urgent deadline please message us and we will do our best to attempt to accommodate your request, but cannot guarantee that we will be able to do so unless this arrangement is made with us ahead of time. 

HOW LONG DO THINGS TAKE TO ARRIVE?

There are multiple options of Shipping Upgrades available for purchase at checkout for much faster delivery.

Please note: We do not overcharge for Shipping Fees, your paid fees cover the postage charges and packaging. (Just thought you would want to know... )

Additionally, please note any International duties or fees charged by your government for customs are always the Buyers responsibility.

EDEN LUXE Bridal has no way of knowing what fees may or may not be charged to you... and if duties or customs fees are charged by your country's Government, they are always paid by the Buyer directly to that Government's Postal Service or Customs Board.  

Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.

When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.






I PURCHASED OVERNIGHT SHIPPING OR EXPEDITED SHIPPING, BUT MY ITEM DIDN'T SHIP OUT THE NEXT DAY... WHY NOT?


USA Parcels are shipped with insurance, and International Parcels are NOT shipped with insurance. If you feel that you would like your International Parcel shipped with insurance -  you must let us know prior to shipping so we can send you an invoice to cover it.  

If Shipper has lost or damaged the Parcel and INSURANCE has been PURCHASED by the Buyer, a claim can be submitted to the Post by the SELLER.

If claim is approved by the Post, and refunded to EDEN LUXE Bridal by the Post, ONLY THEN a replacement item will be reshipped if available and time permits prior to your event... If claim has been covered and time does not permit re-shipping prior to your event - BUYER will receive SHOP CREDIT to be used within 1 year of date of original purchase only for the amount of the item purchased, minus any shipping charges.

WHAT HAPPENS IF THE POST LOSES MY PARCEL?

Domestic shipping costs do include insurance to help protect your investment against loss, and clearly provable Postal related damage. i.e. the package arrived crushed or the package was entirely lost PRIOR to USPS documented delivery. 

Please Note: EDEN LUXE Bridal is not liable for International Parcel loss either by Carrier or Customs, and only if Insurance has been purchased by the Buyer at time of checkout then the parcel is covered for shipping loss and replacement of item.  We strongly urge protecting your investment from loss with purchase of shipping insurance.
 

Regardless of the shipping method Customs will still need to clear the parcel. Please allow an additional few to several days for your country's Customs clearance process. 

Please note that the USPS, FedEx and EDEN LUXE Bridal have no control over the Customs process, regulations,


HOW LONG DOES CUSTOMS CLEARANCE TAKE? 

timeframes, or duties that may or may not be charged by your Country's Government; and if charged, are always the responsibility of the buyer. 

EDEN LUXE Bridal will not provide refunds nor allow returns, and is not responsible for missed delivery dates related to Postal or Customs Loss, Delayed or Undeliverable Parcels returned to sender due to addresses noted by the Post as incorrect, Duty non-payment, or parcel refusal.

Buyer is responsible for any reshipment charges of Parcel returned to Sender, and any Postal charges charged to Seller for return of Undeliverable Package. 

IF MY PARCEL IS LOST OR DELAYED IN CUSTOMS CLEARANCE, CAN I GET A REFUND?

If Buyer chooses not to purchase reshipping; Store Credit for original amount of item, minus any shipping fees and postal charges will be provided.


Any additional duties and/or taxes due on international shipments are the sole responsibility of the buyer. EDEN LUXE Bridal is unable to provide refunds, nor allow returns, due to shipping damages, customs issues or fees, and is NOT responsible for missed delivery dates related to USPS or Customs Delays. VAT is not included. International Buyers are solely responsible for any customs / governmental fees, duties or charges due at the time of delivery or any other time regarding their purchase from EDEN LUXE Bridal.

If the parcel is returned to EDEN LUXE Bridal as undeliverable due to refusal to pay customs fees or for ANY other reason... The buyer is responsible for payment for reshipment of Parcel returned to Sender, and any Postal charges charged to Seller for return of that Undeliverable Package. 

I LIVE OUTSIDE OF THE US, DO I HAVE TO PAY CUSTOMS OF DUTY TAX? 

If Buyer CHOOSES NOT to purchase reshipping, store credit for original amount of item, minus shipping fees and any postal charges will be issued, and must be redeemed within 1 year from the original date of purchase. 

EDEN LUXE Bridal will NOT fraudulently change the amount shown on the package to show a lesser price to help you avoid customs charges if they are charged in your area. It is ILLEGAL, and dishonest... so, please do NOT even ask for it to be done, the answer will be no... Honesty is the best policy! 

No, EDEN LUXE Bridal is not liable for and unable to provide refunds for missed delivery dates due to USPS or other Carrier or Customs Delays, nor able to provide replacements for items that have been marked "delivered" per USPS... but for whatever reason have not been received by the Buyer due to package theft, loss or any other reason. 

Unfortunately, if your package is lost or stolen after it has been scanned as delivered by the USPS, they will deny any
nsurance Claim attempted on the parcel as they have provided the delivery service and it is always the responsibility of the buyer to provide a safe place for delivery.

THE TRACKING INFORMATION SHOWS MY PACKAGE WAS OFFICIALLY DELIVERED, BUT NOW IT'S GONE MISSING. WILL YOU SEND ME ANOTHER ITEM FOR FREE?

If you require "Signature Delivery" you must leave us a note at checkout, so we can make sure that we are able to prepare your parcel appropriately.

We do NOT prepare labels with Signature Delivery as rule for items less than $400 unless requested by buyer due to buyer complaints related to inconvenience of having to run an extra errand to the Post. 

To keep your Tiara, Crown or Headpiece looking as 100% Perfect as it was before it left our studio... keep it stored in a cool dry place in the original Keepsake Box that it came in and handle it with care and gently.

Just like your engagement ring... it should be handled with care so the stones don't inadvertently come loose and fall out. Rough usage or dropping it may cause crystals to be knocked out of their settings.

A Tiara or Crown is a piece of jewelry and obviously must be cared for accordingly. 
 

HOW DO I CARE FOR MY TIARA / HEADPIECE / CROWN AND KEEP IT LOOKING PERFECT?

Store your pieces in its original packaging in a cool dry place away from direct sunlight.

Position pieces into their original shape during storage. DO NOT let your hairdresser SPRAY HAIRSPRAY ANYWHERE NEAR your Headpiece for GOODNESS SAKE! It 100% WILL cause a film over the crystals which will make them look dull, and the chemicals may cause the metal to oxidize and tarnish. Tarnish can be wiped away with a Jewelry or Silver Polishing Cloth available pretty much everywhere, but prevention is best!

No. All items are very carefully inspected for any defects prior to shipping, and are sent out ONLY if they are 100% perfect and carefully packed to protect your beautiful Bridal Adornments in transit to their new home. 

As an Artisan and not a "big box retailer" EDEN LUXE Bridal is unable to be responsible for any replacement or refund for items that have been broken or damaged by the buyer during use, or attempted use. 

I BROKE MY ITEM WHEN I WAS USING OR WEARING IT, BUT I COULDN'T HAVE POSSIBLY DONE ANYTHING TO BREAK IT, SO IT MUST HAVE BEEN DEFECTIVE... DO I GET A FREE REPLACEMENT OR A REFUND??

Handmade Bridal items are made from costly materials and are very delicate, any items broken during use or attempted use, will necessitate replacement via REPURCHASE of the item, EDEN LUXE Bridal will NOT replace the item at no charge.

Sale pricing is only applicable DURING a sale, and not towards past or future purchases, so please enjoy sale pricing while the sale is active. 

I BOUGHT AN ITEM PRIOR TO, OR JUST AFTER A SALE. CAN I STILL HAVE THE SALE PRICING EVEN THOUGH THE SALE IS OVER, OR A PRICE ADJUSTMENT? 

Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.

When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.

Sale pricing also does not apply to purchase of Bespoke / Custom items.

WHAT ABOUT SALE PRICING ON BESPOKE OR CUSTOM ITEMS?

Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.

When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.

Of course we can! Just send us an email!

I HAVE A QUESTION THAT I CAN'T FIND THE ANSWER TO, CAN YOU HELP ME?

Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.

When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.

Emails are replied to Monday - Friday 9am - 7pm EST. Please allow up to 24-48 hrs to receive a reply.

We usually answer WAY faster than that, but... since we are real people in a very small company...

We don't actually have a whole team of customer service representatives sitting at a bank of computers... So it may take us a day or so to get back to you.


CUSTOMERSERVICE@EDENLUXEBRIDAL.COM 

CUSTOMERSERVICE
@EDENLUXEBRIDAL.COM 


 

Unless previously discussed via email and agreed upon prior to purchase - the Processing Time remains the same as shown in the listing... i.e. 3-5 Business Days... or Made to Order - 2-3 Weeks, etc.

When the piece is finished and ready to go, it will be shipped via the shipping method chosen at checkout.

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