FAQ
Couture
What does couture mean at 23RD & MADISON?
Our couture gowns are made to order by skilled artisans who specialise in couture bridal. To order is to commission one of our designs, made for you by hand over the five to seven months that follow.
Will my gown look exactly like the sample?
Each gown is made entirely by hand. The fall of the fabric and the placement of every appliqué are worked one gown at a time, so no two are ever quite alike. This is the signature of couture.
How long does a couture gown take?
Five to seven months from the day you order.
When will my gown ship?
Once your gown is complete and has passed our quality checks, you will receive a shipping confirmation with tracking.
Can you make my gown sooner?
Tell us your date when you order. If it falls sooner than our usual timeline, contact our team to discuss a priority timeline.
What size will my gown be made in?
Couture is made to the size you order, following our couture size guide, which runs AU 4 to AU 16.
Will I need alterations?
Your gown is made to the size you order. As with all couture, we recommend a final tailoring with a local seamstress to sit perfectly to you.
Can I change or cancel my couture order?
Your gown enters production the moment your order is placed. For this reason, couture orders cannot be changed or cancelled once placed, and are final sale.
Ready to wear
What is ready to wear?
Our ready to wear is designed and made in Sydney, in limited runs. Pieces are in stock and ready to ship immediately unless marked pre-order.
What sizes does ready to wear come in?
Our ready to wear runs AU 6 to AU 14.
Shipping
Do you ship within Australia?
We offer Standard and Express shipping across Australia, calculated at checkout. See our Shipping and Returns page for detail.
Do you ship internationally?
We ship worldwide. For orders outside Australia and the United States, duties, taxes and customs fees may apply on arrival and are paid by the customer. See our Shipping and Returns page for detail.
Do US customers pay duties or taxes?
US prices are inclusive of import duties and taxes.
Do you ship to P.O. boxes?
Yes.
Returns
What is your returns policy?
Ready to wear can be returned for a credit note within 14 days of delivery, provided it is unworn and in original condition with original packaging. Refunds are offered only if a piece arrives faulty. Sale items and gift cards are final sale. Couture is made to order and cannot be returned, exchanged or cancelled. To start a return, email support@23rdandmadison.com with your order number.
Contact
How can I contact you?
Email us at support@23rdandmadison.com. We respond within one to two business days.
What payment methods do you accept?
Visa, Mastercard, PayPal and AfterPay.