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+64 (09) 303-4930

Worldwide Delivery
Free Delivery in New Zealand
for orders over $150

FAQs

Where are Natalie Chan gowns and millinery made?

All designs are proudly made in Natalie's Auckland atelier.

How long does it take for a dress to be made?
Please allow 3–7 months, as the gowns are made-to-order.

How long does it take for a millinery piece to be made?
Please allow 1-3 months.

Are you able to accommodate rush orders?
A gown or millinery piece can be created in as little as a few weeks, but priority fees will have to apply.  Please enquire at sales@nataliechan.co.nz for more information.

How does a bespoke journey begin?
If you are Auckland based it is suggested you book a consultation with Natalie to begin your bespoke journey, whether it is for a gown or headpiece. For those that are based out of Auckland Skype consultations are available.

Auckland Boutique

Do I need an appointment to try on dress?
As long as there is an available change room, it is possible to try on gowns without an appointment at the boutique. However, an appointment ensures a change room & the assistance of a Natalie Chan stylist.

Does it cost to try on dresses?
You may try on one dress at no cost, additional styles after that will be charged at $20 per dress.

What does a bridal consultation entail?
A bridal consultation is the beginning of your bespoke journey, over a cup of tea Natalie will seek out your inspirations and style for your wedding day before a general dress style/design will be decided upon between yourself and Natalie. You will receive a gorgeous gift bag to take away with your proposed dress sketch and fabric samples, as well as a few other goodies to help you on your wedding planning way. A bridal consultation is either 30 minutes at $50 and a 60 minutes at $100 which is redeemable on your final dress cost should you choose to go ahead.

Do I need an appointment to try on millinery pieces?
There is a range of millinery displayed in the boutique, which is available for viewing at any time. Again if you are after a specific piece an appointment ensures the assistance of a Natalie Chan stylist. If you wish to begin your bespoke journey with a millinery piece, a consultation will ensure your time with Natalie.

Should I bring anything to my fitting/consultation?
If you already have your shoes and/or undergarments that you intend to wear on your big day, then please bring them. Similarly if you already have your outfit to match with a millinery piece, please do bring it along for best colour matching.

How many people can I bring to my appointment/consultation?
The boutique fitting room has enough room for up to 4 people.

Online Boutique

New Zealand Delivery

For stock items, there is a 24hr on a working day processing period before items get dispatched depending on the time of the sale. National deliveries within New Zealand are processed by Fastway Couriers and is a track and trace service. We also insure all items when they are sent out. There is a 1-3hr delivery service done by Deadline Couriers which we can offer to Auckland CBD only – contact us at sales@nataliechan.co.nz for a detailed quote. All items couriered are packaged and boxed carefully. Deliveries to Auckland are between 1-2 working days. North and South Island of New Zealand are between 1-4 working days

International Delivery

For stock items, there is an approximately 24hr-48hr working day processing period before items get delivered depending on the time of the sale. International deliveries are done by NZ Post and we do not deliver to Russia at all at this stage.

Destination Delivery Time*

Australia 1 Day Sydney, Melbourne, Brisbane, Adelaide, Canberra for orders placed by midday (AEST)
2-3 Days for other order times and destinations

USA 1 Day Los Angeles and New York
2-3 Days for other order times and destinations


Asia 2-3 Days China, Hong Kong, India, Indonesia, Japan, Malaysia, Korea, Singapore, Taiwan, Thailand capital cities
4-5 Days other destinations

Europe & UK 2-3 days UK, France, Germany, Italy, Spain, Belgium, Holland, Ireland, capital cities
4-5 days other destinations


Pacific Islands 2-3 days

Rest of World 3-7 days


*These transit times are a guide only and may vary due to factors beyond the courier's reasonable control such as Customs and Quarantine processing requirements, weekends and public holidays, varying flight schedules, weather and other factors.

All items couriered are packaged and boxed carefully. Please take note that the buyer is responsible for all import fees or duties.

Currency

All prices on this website are shown in New Zealand Dollars (NZD). International buyers, please check your currency exchange before you purchase.

Refunds

NEW ZEALAND SALES: A full refund may be offered if you are not completely satisfied with your goods providing they are returned to the boutique within 7 days upon receiving.

INTERNATIONAL SALES: A full refund may be offered if you are not completely satisfied with your goods providing they are returned to the boutique within 10 days upon receiving. If you pay through as an international sale, your order is returnable less 10% international transaction fee. Please take note that the buyer is responsible for all import fees or duties.

The item tag must still be attached and not tampered otherwise we will not accept return – no exceptions.

The buyer is responsible for the return of goods. If the headwear has been designed and made to your own specifications then cancellation cannot be made once the order is accepted.

Payment

VISA and Master Cards are accepted. Unfortunately American Express or Diners Cards are not currently accepted.

Cancellation policy

Once an order has been placed you cannot cancel it.

Colour and Style Variance

Colours on the website may vary in real life by photo and by monitors. In some cases guidance may be provided (you may email through at sales@nataliechan.co.nz for further information). Best efforts are provided in describing the clothing and headwear you see on the website. However, the guidance is based on the personal opinion. As all of the designs are created by hand, there may be a few variations of the final product as what is seen on the website. In some instances the colour of either the fabric and/or feathers may be a shade darker or lighter depending on the dye lot and the suppliers stock.