Customer Policy

How do we use your Private Information?

We use the information we collect generally to fulfill the requirements necessary for the orders placed through our stores, including:

- Processing payment information

- Raising a tax invoice

- Proving you with order and appointment confirmation

- Customer service communication

- Screen our orders for potential risks or frauds

-Providing you with a post-appointment consultant, information or advertising relating to our products and services in line with the preferences you have provided

Who do we share Your Information with?

In circumstances where legal procedures occur, we may also share your personal information to obey applicable legal acts and regulations, to respond to a search warrant or other lawful request for information, or to protect our rights.

When you walk into one of our stores, we will maintain your personal information in our records unless and until you ask us to delete this information.

Why do I need to book an appointment?

Booking an appointment is the most suitable way to reserve a spot with one of our friendly staff for a private one to one service based on your most suitable time. We recommend booking one week in advance for any weekend appointments. Walk-ins are also welcome on the day if there is any available spot in between our booking schedules or any cancellation.

How does the bookings and fees work?

Once an online booking request is made, one of our friendly staff will contact you via phone or email to confirm your appointment with the booking fee payment. Once the fee has been paid and processed, we will email you the booking confirmation.

Ms C Styling Appointments

For Bride who has booked an appointment for a private wedding gown try-on

- Duration: 60 - 90 minutes

- 3-5 dresses

Ms C Walk-in Appointments (only applicable if available)

- Walk-in customers, only applicable if available and does not guarantee a time slot

- Duration: 60 minutes.

Ms C Follow-up Appointments

Follow-up appointment is for measurements taking, size fitting, alterations and other follow-ups. Booking is a must for this type of appointment as walk-in is not available.

- Duration: 60 minutes

Booking fee: Free

SoulEttes Consultation Appointments

Customers interested in suits try-on, photography, videography and decoration services.

Duration: 60 - 90 minutes

What is the booking cancellation policy?

Cancellation or reschedule at least 48 hours prior to the appointment is required. It is compulsory that you have to let us know if you can not come in on the date you have booked, we can reschedule your booking another day at your best suitable time. In case of no show on the booking day or any further notice is made after 48 hours, booking fees will be non-refundable.

What if I need to reschedule my appointment?

If you wish to reschedule your appointment,it is best to give us a call on 03 9041 5426 or 0452 355 366 within 48 hours prior to your booking time. Any reschedule requests after 48 hours will incur a further booking fee to secure another date/time. In the case that you’re running late, give us a call and please note that running late means your appointment time will be shortened based on the time you are late.

If you are running 30 minutes late or more, unfortunately your appointment will be cancelled, however the booking fee will become non-refundable but to re-book for another day. If we are fully booked, you can email or call us to be added to our wait-list. We will contact you when an appointment becomes available.

I acknowledge that this $25 fee is non-refundable for any reschedule or cancellation after the 48 hours prior to the appointment time.

Am I allowed to bring someone else to the appointment?

We recommend bringing one or two closest person(s) with you, might be your best-friend, your family member or whoever values your opinion. No more than 2 people other than the bride is allowed to come.

What should I prepare before the appointment?

A preparation is essential, including:

- Wedding inspiration ideas

- Dress styles you would prefer

- Nude underwear

- Minimal makeup

- No jewelleries

Keep an open-mind, you may love a dress completely different to your style.

How long ahead should I be looking for wedding gowns?

We recommend you come in at least 6 - 8 months in advance, in order for your gowns to be customized true to size with special designs upon request by your own unique style.

What is the cost of your gowns?

Our gowns vary in embellishments and styles, as they are unique in their own way. The costs for our wedding dresses and evening gowns goes on a large range based on their design. All of the gowns are made with the best quality fabric and crystals whereas all of them are handmade and very detailed by the bridal gown craftsmanship. Please do not hesitate to speak to our friendly staff for more information on the price range, we are here to help you with the best solution for your budget. Our friendly staff will provide more details on the costs and to help you work out based on your budget.

Alterations come at a separate cost, it depends on the amount of alteration in size and design as required.

What are the sizes of your sample dresses?

Our sample dresses have sizes ranging from size 6 - 18, however if you don’t fall into these sizes, we do provide Custom-to-Size service based on your measurements.

How long should I order my wedding gown?

Our Custom-to-Size gowns generally take 6 - 8 months to complete. Our consultant will talk with you to ensure that the gown will arrive with plenty of time for any further alterations before your wedding date. If you are preparing for a wedding in a rush, express orders are available, which can take up to 4 months at an additional cost. If your event is coming up in less than 2 months time, off-the-rack samples are available for purchase.

How do I get to your store?

We are located at 5/6 South Road, Braybrook, Vic 3019 in Melbourne, Australia. It is conveniently positioned across from the ALDI - Central West Shopping Center, with a one-minute walk from the car park to Ms C.

If I travel by public transport, how can I get to the store

In case you prefer using public transportation, here's how you can reach our store: Take Bus 216 towards the city, as the bus stop is located next to our store. Also, you can catch a train to Tottenham Station and enjoy a pleasant 14-minute walk from the station to our store and 1 minute driving from Tottenham Station car park to our store.