terms and conditions

1. the meaning of "limited edition"

The elena serra range of fashion and accessories contains many items that are described as being "limited edition" items. This means that these items have been exclusively designed and handcrafted by our team of designers and are available for sale through our website and our authorised retailers only. They are not mass produced items, they are made individually to order and should be regarded as handmade pieces of art. With this being so, natural inconsistencies and slight variations may occur from piece to piece when compared to the original sample sighted. These are to be expected in hand made products and will not be considered to be flaws or misrepresentations. No claims for return of goods will be accepted for this reason.

2. shopping online

-       placing your order

When you have identified items that you would like to purchase from our shop online facility, please be aware that if they are listed as being Limited Edition items, this may mean that there may only be limited stock available. Sales will occur on a first come, first served basis and we regret that we are unable to "hold" items for customers.

There may be instances where we may sell out of items before we have a chance to update the availability status on this site.  In the event that this may happen, if the item is no longer available to order, you will receive an email from us within 24 hours and will be given the option to take an alternative item, or to have your payment refunded. If you do not respond to this email within 3 days your payment for the unavailable item will be automatically refunded. If an unavailable item is part of an order containing other available items, it is the cost of the unavailable item only that may be refunded. The costs of the other items contained within the same order will not be re-imbursed.

Items listed as being on-going are generally available at all times. However from time to time it may be possible that product lines become obsolete and our suppliers may stop their distribution of those items. We endeavour to keep this site as up to date as possible to avoid the possibility of not being able to fulfill an order. In the event of non-fulfillment of an order, we will contact you immediately and will do our best to source and offer you an alternative item and will refund your payment immediately upon cancellation of the order.

-      payment of your order

Your order will be itemised and check out will take place through the Paypal system. Your invoiced total at the point of check out contains the cost of your items only. It does not include your shipping costs. Shipping costs are calculated and invoiced separately. You will receive an email from us containing confirmation of your order and an invoice for your shipping costs. Your items will not be prepared for shipment until the shipping costs have been paid in full and your allocated delivery time will not take effect until this account has been paid. Please refer to the shipping information page for further details on how our shipping rates are assessed.

Payment of your order through our shopping cart, confirms your acceptance of the sale. Orders are not transferrable or able to be cancelled by the customer once payment has been sent.

3. delivery of your order

The approximate delivery time of your order will be outlined in our shipping information page.

Should you require an urgent or earlier delivery time, we must have notification of this request at the time of placing your order. It must be understood that we cannot guarantee earlier delivery but we will always try our best to accomodate your request.

We recommend that you advise a delivery address where someone will be available during the day to accept and sign for the items. We do not recommend delivery to a household address if it is likely that no-one is going to be at the premises to take responsibility for the safety of the package when it arrives. In most circumstances, our deliveries will require signature acceptance of the goods. Post office box delivery addresses are acceptable for our Australian customers but not for our International customers. International customers must supply a street address. Your delivery address will be confirmed when you are sent your shipping cost invoice.

4. cost calculations for shipping and handling

Our shipping costs outline is available on our shipping information page. We will package and send items in the manner required to ensure the lowest possible shipping costs to you. Upon receipt of our emailed shipping cost invoice to you, you will have the opportunity to confirm your shippping address and request shipping insurance.

5. pricing

All prices quoted on this website are in Australian currency and already include GST (Australian Goods and Services Tax) in the retail price. GST must be applied to all of our pricing by requirement of Australian taxation legislation.

6. duties and taxes

For international customers, all duties and taxes payable upon entry of your shipped items into your country are your responsibility and not those of Elena Serra. Please enquire with your local authorities to ensure that you are aware of any such costs that may be payable in order to receive your goods.

7. discounts and special offers

All special offers, discounts, promotions and free offers are available for variable lengths of time, solely decided upon by Elena Serra. Offers, discounts and promotions may be withdrawn or discontinued at any time without prior notice. Platinum members must use the special platinum membership product pages in our shop online facility in order to receive the discount allocated to that particular item. In most cases, the same item will be offered in the general shop online pages at the full regular cost. It is the responsibility of the member to ensure that if they want to receive the discount on that item, they must add it to their shopping cart from the correct page. No offers will be backdated and no re-imbursement will be offered to customers who have not selected items from the correct discounted page. The Platinum Membership program may be subject to change at any time and may be altered or terminated without prior notice.

8. responsibility of property

The vendor and the purchaser agree that risk transfer to the purchaser for items ordered once they have left the premises for shipment. Delivery of the items to the customer, their agent or other signatory will constitute delivery to the customer. In-transit insurance is the responsibility of the purchaser. Insurance options will be made available to the purchaser at the time of paying the shipping costs.

9. quality standards and returns

We understand that your wedding day is of the utmost importance to you and you may not feel comfortable purchasing an item over the internet that you have not seen in person incase it does not really suit you or doesn't turn out to be everything that you thought it would be. It is for this reason that we kindly offer to accept orders back within 7 days of the receipt of the goods by the customer in exchange for either other goods or a credit note from us which will be valid for a period of 6 months from the date of return. Return shipping costs will be the responsiblity of the purchaser and goods must be returned in original packaging and in unworn and original condition. Notification of the intended return must be made within 3 days of receipt of the goods either via phone or email. PLEASE NOTE - this does not apply for sale items. Items bought at a discounted rate will not be accepted for return or exchange.

Elena Serra guarantees that all items leave the business premises in good working condition and are of a high quality standard. Limited Edition items are handcrafted pieces and will be treated as such. Any items found to be of an inferior quality or that contain faulty or damaged components must be reported to Elena Serra within 7 days of the receipt of the goods by the customer. Return and/or replacement of goods will be at the discretion of Elena Serra and must be authorised by Elena Serra before any items are returned or re-sent. If it is the decision by Elena Serra that items will be re-sent to the customer prior to the original items being returned because of the urgency of time for the customer, the customer will be required to pay upfront for the cost of the replacement items and the new shipping charges. Upon the arrival of the returned goods to Elena Serra, if it is decided that the claim for the replacement of the item/s is warranted, Elena Serra will refund the customer the cost of the replacement items and their associated shipping charges.

All items returned to Elena Serra under authorisation must be sent via approved freight carriers and must be returned in protective packaging equal to that supplied with the original delivery to the customer. The customer will be responsible for return freight charges. Upon arrival of the returned goods to Elena Serra, if it is decided that the claim for the replacement of the item/s is warranted, Elena Serra will refund the customer the cost of the return shipping.

Please take care to ensure that you order the correct shoe size. Incorrect sizes must be notified via email within 7 days of receiving the order and must be returned within 14 days, following the return authorisation requirements of Elena Serra. Return shipping costs will be the responsibility of the customer for any shoe returns or exchanges. Shoes must be returned in mint condition with all original packaging intact and all accessories such as diamonte repair satchels and extra heel tips included. If a shoe size exchange is required, it is possible that the desired size and shoe style may not be available for exchange when needed. In this event, the customer will be given a credit note for the amount of the original cost of the shoes (less the shipping costs) which may be used against the product cost of any other Elena Serra accessories. This credit note will be valid for a period of 6 months only from the date of issue and will be sent via email to the customer. To redeem this credit note, the customer must email their request with information regarding the item/s they wish to order. Shipping costs associated with sending the new items will be payable separately by the customer and are not covered by the credit note. The customer will be issued with a separate shipping cost invoice. Entire orders will not be exchanged when only part of the order is deemed to be an incorrect size.

Jewellery items and accessories may be subject to tarnishing over time. Silver plated items will most definitely tarnish at some point. The speed at which the tarnishing process develops is dependant on many different environmental and physiological factors and can surprisingly occur within days if subjected to the right elements. Elena Serra does not accept product returns upon the basis of this occurrence. We suggest the appropriate use of an off-the-shelf, convenience store item such as "Tarn-Off" or "Goddards Silver Dip" to eliminate the problem. Please ensure that you read the directions carefully on any such product  and ascertain that the product that you have selected to use is appropriate and suitable for use on your tarnished item. Elena Serra takes no responsibility for items damaged by customers during an attempt to rid any tarnishing.

10.cancellations and ordering errors

Payment of an order, regardless of whether shipping costs have been paid constitutes the sale of an item. Cancellations of orders by customers after this initial payment has been received are not permitted. If an item has been ordered in error, it may be exchangeable with another item of equal or higher value (higher value will incur a make-up fee to pay the balance that is required for the new item). Elena Serra cannot guarantee that the desired replacement items will be available for purchase at the time at which a customer notifies that an ordering error has been made. Notice must be given to Elena Serra within 3 days of the original order being placed. No claims will be made after this time. It is the purchaser's responsibility to ensure that they are ordering the correct goods and the purchaser's responsibility to check the confirmation email sent to them.

11. customer satisfaction

Superior customer service is our greatest priority. We will go to great lengths to ensure that our customers receive timely responses, accurate product descriptions and competitve prices. If for any reason you are not satisfied with the level of service or assistance that you have received we would like to receive your comments and feedback so that we can discuss the matter and come to an agreeable solution or negotiation. Please send any feedback to  sales@elenaserra.com

12. unsolicitored email

Shop online customers and Platinum Membership customers will receive emails from Elena Serra containing information about their registation, membership offers, special promotions and sales and new product lines. Customers may choose to unsubsribe from either of these programs at any time and will cease to receive further emails within 7 - 14 days of the request to unsubscribe. Elena Serra will not send any unsolicitored emails to their customers or their customers' associates.

13. cancellation of platinum membership

The Platinum membership may be cancelled by the customer at any time via email or written notice. Cancellation will take effect within 7 - 14 days from the receipt of the notice. Customers may re-apply for membership at a later date if desired, however the bridal and bridesmaid gown discount offer is only redeemable once by each person across any number of membership periods. 

14. redemption of platinum membership discount gown offer

The platinum membership bridal and bridesmaid gown discount offer is redeemable by the customer only and is not transferrable to any other party or redeemable for cash. Platinum membership holders must advise that they are members prior to the purchase or layby of any gowns. Discounts will not be backdated once a purchase agreement has been made between the customer and the vendor. The payment of any monies towards the purchase of a gown constitutes a purchase agreement.

14. privacy of information

Elena Serra declares that no personal information of any of their customers will be shared with or made available to any other parties. Elena Serra may from time to time have relationships and collaborations with other related retailers or service providers that may wish to extend special offers to our customers. The notification of such offers will only be included in existing scheduled emails to our shop online and platinum membership customers as a small inclusion, or alternatively as a link or special page within our website.