Ordering Questions
How can I track my order status?
We will send you emails to inform you the progress of your order.
You will also receive an email from us regarding your tracking number once your order was shipped out.
Why the processing time is so long?
Our products are made to order, we need some days/months to prepare it and a few more days to ship it. Your patience and understanding will be highly appreciated. You can also see the specific tailoring time and shipping time on the product page.
We have checked and confirmed that your order is still being prepared.
Once your order is completed, we will arrange for shipment immediately and send you a confirmation email including the tracking number. If you don't receive the confirmation email until the estimated shipping date, please send us an email.
How do I check on the status of my orders?
Please go to "My Account," and select your order number. Then click 'View order details'. The details of your order will be displayed on that page.
There are 4 stages that an order can undergo before it arrives at your address.
Order Placed: means that the order has been placed and is in preproduction.
Order Confirmed means that the payment went through and the order is in preproduction.
Processing means that your order has moved into production and changes can no longer be made. This will be the longest stage an order remains in and generally during this stage, we have no further updates.
All Shipped means that the order finished and is on its way to you! You should be emailed a tracking number for certain orders at this point but if you have not, the tracking number will be listed on the order summary page.
Can I add items from my order?
We are happy that you would like to purchase more from us. Since all the items are prepared after the orders are placed, please, just place a new order on our website first, and then click chat now button or contact us via email, we will help to combine your orders if possible.
Our consultants will inform you of the possibilities.
How to pay unpaid order？
Please follow these steps to pay for your order.
- Login to your account and click the cart icon on the upper right corner of the website.
- Find the product you want to purchase and click "pay" you will be directed to Checkout Page, double-check if all your details are correct, and proceed with the payment.
Where is my order?
Once you place an order, it will take us some time to either process or make the requested items before the order ships out to you.
Estimated Receiving Time = Processing Time + Shipping Time
You can check your order status from time to time
And we will send you a tracking number once your item/s are shipped out.
Can I cancel my order?
Yes, you can, but remember that there will be a cancellation fee.
The cancellation fee of AUD 500 covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order.
What if I need to change my shipping address?
Yes, you can change the shipping address Before Shipment. Please make sure to Contact Us. We will correct your shipping address and send you a confirmation email as soon as possible.
While we can no longer make any changes to your address, if your package is being shipped, you will need to contact the carrier to request changes of delivery.
Orders cannot be updated once the package has been shipped.
I placed my order but did not get a confirmation.
If you placed your order but did not get an email confirmation that the order was placed, don't worry! You may still have an order; you'll just want to try the following to double-check.
Check your spam folder. Our email confirmations can sometimes end up in there.
If you signed in through Facebook or Gmail, check the email linked with that.
Check your bank account to make sure that there is a transaction from Mattia Rossi.
If you still can't find any confirmation that your order was placed, definitely please Contact Us with your full name, email you used for purchasing, phone number, and the address you gave at checkout so we can try to locate it for you.
What if I need to change the size/color?
Our order and shipping systems are designed to send orders quickly and efficiently. It is important to note that our dresses are made to order. The tailoring process begins as soon as an order has been placed.
I ordered a standard size dress, not a custom size. Why is it still taking so long?
Most of our gowns are pre-order and it will take days/months prepare your order
Shipping & Delivery
SHIPPING PROCESS
Once your gown is done & undergone a thorough quality check, you will get a notification that your gown is ready to be shipped out.
SHIPPING INFORMATION
Once your order is shipped out, you will get a notification to inform you that your order is on the way to you. Our Dispatch team will send you tracking information so you can track your precious package.
SHIPPING AUSTRALIA WIDE
If you are located within Australia, your gown will be sent via Australia Express Post which takes between 1-10 business days to arrive. Our Dispatch team will send you tracking information so you can track your precious package.
INTERNATIONAL SHIPPING (OUTSIDE OF AUSTRALIA)
We offer worldwide delivery. All international orders are sent via UPS Express which takes between 7 -15 business days to arrive. Our Dispatch team will send you tracking information so you can track your precious package.
SHIPPING COSTS
To determine your shipping costs simply add your products to the cart, continue to the checkout, and our system will automatically give you the calculated shipping cost
CURRENCY, DUTIES AND TAXES
Import duties and taxes may be applicable in your country. We always recommend brides ordering from outside of Australia check with their import/ customs department for an estimated cost, so you are aware of any charges you may be required to pay.
Customize this gown
You can customize our design for you to get your unique dream wedding gown and be 100% you. We can work with you to create a one-of-a-kind dream gown for you!⠀
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We also offer customization & personalization.⠀
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✔Add / Change Sleeves⠀
✔Change Neckline⠀
✔Longer Train⠀
✔Lower / change the Back⠀
✔Off Shoulder⠀
✔Add more laces/Beading⠀
✔Matching Over-skirt⠀
✔Matching Veils⠀
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The possibilities are endless!⠀
Contact us for ore info.⠀
The Production process
The Production process
Our skilled dressmakers will take your finalized design and meticulously craft your dress by hand, using only the highest quality fabrics and laces. During this 4-8 month time period, our consultants will reach out to you every 6-8 weeks with any updates, as well as delivery/ fitting date information.
Once your gown is finished, we’ll deliver it to you, or arrange a fitting schedule for you. At Christina Rossi Australia we pride ourselves on our commitment to quality and are confident we can work with you to create a high-quality gown that will exceed your expectations.
Return & exchange
We hope you love your order! But just in case you're not 100% satisfied, Here's the guide and procedure on how to return your order.
Made to Order Wedding Gown
As your dress is made especially for you to your dress size range and height, we are unable to offer returns or exchanges unless in the event of a genuine manufacturing fault.
All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your dress on as soon as you receive it.
In the unlikely circumstance that we had a manufacturing mistake and your dress does not fit you, you must contact support@mattiarossi.com within 7 days of receiving your order. You will need to provide updated measurements and images for our production team before the dress is returned.
Any dresses being returned to Mattia Rossi must be returned in the original packaging. If you wish to cancel your order before locking-in your measurements, the cancellation fee will be applied. The cancellation fee of AUD 500 covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order.
Once your measurements are locked-in, you will be unable to cancel your order as the gown will have gone immediately into production.
Priority Order
As your wedding date is sooner than the standard time frame it takes to produce a Made-to-Order gown, we are unable to offer returns or exchanges on Priority Made-to-Order bridal items. We do not take responsibility for any adjustments or alterations needed to be made on your gown (unless it is a genuine manufacturing fault). Once your measurements are locked-in, you will be unable to cancel your order as the gown will have gone immediately into production. You will not be subject to any refund.
Ready to Wear
You may exchange your Christina Rossi Australia ready-to-wear purchase subject to adherence to these terms. Exchanges are accepted within 7 days of you receiving your garment. You must contact us to arrange for your item to be returned. Once confirmed, we must receive your item within 14 days if located in Australia or 21 days if located overseas. Items must be in an original condition free of makeup, marks and stains, and must not have been worn, altered or washed. Any tags must remain in place. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified time frame. Please try on the gown after a shower to avoid contact with moisturizer, deodorant or makeup. Additionally, please try on your gown on clean, carpeted or tiled flooring. All items will undergo further quality control upon return. Exchanges are only available after the items have passed quality control. If for any reason your item does not pass QC, Customer Service will contact you with your options. In the event of a manufacturing fault, return postage will be paid by MATTIA ROSSI. However, in the event of a change of mind, you will be liable for any additional postage to return your item and the purchase of the new gown.
Lingerie & Jewellery
For hygienic and health reasons, we do not accept returns or refunds for change of mind on purchases of underwear, bodysuits and pierced earrings.
Please note that:
* We reserve the right to refuse the return if received in an unacceptable condition or without our prior knowledge.
* We are not liable for return item(s) that are lost or damaged, please keep the receipt with tracking information.
*All Final Sale items are not returnable or exchangeable.
Exchange Policy:
We do not offer an exchange services for all made-to-order or customized products, we do not have ready-made dresses or products that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.
We only exchange on items purchased that are showing as ‘in-stock’. All other items are considered ‘made-to-order,’ meaning items are made for you in a standard size selected by you.
