Ethereal Bridal Limited

Terms & Conditions, Privacy Policy, and Returns & Refunds

Last Updated: June 2026

Welcome to Ethereal Bridal Limited. We create exquisite wedding, evening, and children’s dresses, hand-made to order with the utmost care and attention to detail. By booking an appointment, placing an order, completing a form, or using our website, you agree to the Terms & Conditions, Privacy Policy, and Returns & Refunds Policy set out below. We value your trust and are committed to protecting your personal information while providing an exceptional bridal experience.

1. Appointments & Booking

We offer the following appointment types. All appointments are by reservation. You will receive a confirmation email once your booking is complete; please add it to your calendar and set a reminder.

1.1 Appointment Types

The Discovery — 60 minutes | Complimentary

  • For brides exploring options with plenty of time before their wedding.
  • No booking fee is required.
  • May be rescheduled at any time without penalty.

The Exclusive — 90 minutes | Complimentary | Credit card required to reserve

  • Free to book, but a valid credit card is required to secure your reservation. No charge is made at the time of booking.
  • A $50 fee (plus applicable taxes) applies only if the appointment is cancelled with less than 48 hours’ notice, or missed (no-show).
  • Cancellations made at least 48 hours in advance incur no charge.
  • By booking, you authorize Ethereal Bridal Limited to charge the card on file in the event of a late cancellation or no-show.

The VIP Experience — 120 minutes | $165

  • Two private hours with an expert stylist, including a bottle of Italian sparkling wine, an assortment of desserts and 20% off veils or accessories.
  • A $165 fee (plus applicable taxes) is charged at the time of booking to reserve your appointment.
  • Fully refundable if cancelled with at least 48 hours’ notice.
  • If the appointment is kept, the fee is applied toward any purchase or service at your visit.
  • Non-refundable if the appointment is missed or cancelled with less than 48 hours’ notice.
  • Refunds, when applicable, are processed within 5–7 business days.

Alterations — 30 minutes | Complimentary

  • For existing clients who purchased their gown with Ethereal Bridal Limited. Scheduled internally by our team; not available through online booking.
  • No booking fee is required. Please provide 48 hours’ notice to cancel or reschedule.
  • Missed appointments or cancellations with less than 48 hours’ notice may be subject to our No-Show Policy (Section 1.4).

Second Fitting — 30 minutes | Complimentary

  • For existing clients, to ensure the gown fits perfectly before the big day. Scheduled internally by our team; not available through online booking.
  • No booking fee is required. Please provide 48 hours’ notice to cancel or reschedule.
  • Missed appointments or cancellations with less than 48 hours’ notice may be subject to our No-Show Policy (Section 1.4).

Virtual Appointment — 30 minutes | Complimentary | Video call

  • For brides who cannot visit in person but want expert guidance on gowns, styles, and accessories. Free to book; no credit card required.
  • Once booked, you will receive a confirmation email with a secure video link.
  • Please provide at least 48 hours’ notice to cancel or reschedule. Follows the same No-Show Policy as in-person appointments (Section 1.4).
  • After a no-show, future virtual bookings may require direct confirmation or prepayment at our discretion.
  • Please ensure a stable internet connection and a device capable of video calls. Ethereal Bridal Limited is not responsible for technical issues on the client’s end. Certain fittings or fabric selections may require an in-person follow-up.

Special Occasions — 30 minutes | Complimentary

  • For clients shopping for evening gowns, bridesmaid dresses, children’s dresses, or other formal wear.
  • No booking fee is required. May be rescheduled at any time.
  • Please provide 48 hours’ notice for cancellations or changes. Missed appointments or late cancellations may be subject to our No-Show Policy (Section 1.4).

1.2 Booking & Payment of Reservation Fees

Your appointment is confirmed once your booking is completed and, where applicable, a valid credit card is on file. For appointments that require a card to reserve (for example, The Exclusive), a $50 fee (plus applicable taxes) may be charged if the appointment is cancelled with less than 48 hours’ notice or missed. By booking, you authorize Ethereal Bridal Limited to charge the card on file in those circumstances. (Reservation fees are separate from the price of any gown or merchandise; see Section 2 for order and payment terms.)

1.3 Cancellations & Rescheduling

  • Appointments may be rescheduled or cancelled at least 48 hours in advance using the links in your confirmation email, or by contacting us directly (see Section 7).
  • Discovery and Special Occasions appointments may be rescheduled at any time without penalty.
  • Exclusive and VIP appointments are fully refundable if cancelled with at least 48 hours’ notice; appointments missed or cancelled with less than 48 hours’ notice are non-refundable.
  • Alterations and Second Fitting appointments require 48 hours’ notice to cancel or reschedule.
  • Refunds, when applicable, are processed within 5–7 business days.

1.4 Late Arrival & No-Show Policy

To ensure every client receives the full Ethereal experience, we ask that you arrive on time. Missed appointments affect our ability to serve other brides, so the following applies to all appointment types, including virtual:

  • 10 minutes late: Your stylist will attempt to contact you to confirm you are still on your way.
  • 15 minutes late with no notice: The appointment is treated as a No-Show, and the applicable No-Show fee or policy terms apply based on your appointment type.

Please let us know as soon as possible if you are running late. We will do our best to accommodate you, but your appointment time may be shortened to avoid delays for the next guest.

After your first no-show: Your account will be flagged. You may still book, but you will be required to confirm by phone at least 48 hours before your next appointment. If you do not answer or return our call within 48 hours of your appointment time, the appointment will be automatically cancelled to free the slot for another bride.

After your second no-show: You will no longer be able to book through our online scheduling system. Future appointments must be arranged directly with our team and may require a deposit or prepayment at our discretion.

Right to refuse service: Ethereal Bridal Limited reserves the right to refuse or cancel appointments for clients with a documented history of repeated no-shows or late cancellations, in order to protect the experience of all clients and respect our stylists’ time.

To avoid no-show status: provide at least 48 hours’ notice to cancel or reschedule, set calendar reminders, and respond promptly to confirmation requests.

1.5 Arrival, Guests & Etiquette

Please arrive on time to enjoy the full experience. We welcome guests and recommend up to six. For larger groups or special requests, please contact us in advance (see Section 7).

2. Orders, Pricing & Made-to-Order Terms

Because our gowns are hand-made to order, the following terms govern the purchase of a dress, as distinct from the appointment terms in Section 1. These terms reflect the order acknowledgment you sign at the time of purchase. If there is any conflict between these terms and your signed order documentation, your signed documentation governs that order.

2.1 Made-to-Order Nature

Most gowns are custom-made to order based on the style, size, and measurements confirmed at the time of purchase. Production begins only after your order is confirmed and the required payment is received. Because each piece is made specifically for you, orders cannot be cancelled, changed, or refunded except as described in Section 3 or as required by law.

2.2 Measurements & Sizing

Gowns are produced to the measurements and size confirmed at the time of purchase and recorded on your Dress Fitting Work Order. It is the client’s responsibility to ensure these measurements are accurate; we strongly recommend they be taken by a professional. Fit is guaranteed only if the client’s actual measurements match those originally recorded. A dress made correctly to the recorded measurements is not considered defective. Any change in body measurements after the initial fitting, and any re-fitting required because of unconfirmed or changed footwear, may require alterations at the client’s expense. Minor variations in fabric colour, beading, and finish are inherent to hand-made garments and to differences in screen display, and are not considered defects.

2.3 Pricing, Deposits & Balance

  • A non-refundable, non-transferable deposit of 50% of the order total is required to place a made-to-order gown into production. Placing a deposit confirms your acceptance of these terms and secures your order and delivery timeline.
  • If not paid in full at the time of order, the remaining balance is due at your second fitting, once the dress has arrived.
  • The dress remains the property of Ethereal Bridal Limited until payment has been made in full.
  • All prices are in Canadian dollars and exclude applicable taxes unless stated otherwise. Optional financing is available through iFinance Canada (see Section 5.5).

2.4 Production & Delivery Estimates

Estimated production and delivery times are provided at the time of order and are estimates only, not guarantees. We are not responsible for delays caused by designers, suppliers, couriers, customs, or other events beyond our reasonable control (see Section 6.4). In urgent cases we may, at our discretion, place a rush order and use priority shipping, which may carry additional charges.

2.5 Order Changes, Cancellation & Abandonment

Requests to change or cancel an order must be made in writing as soon as possible. A deposit of 50% of the order total is required to place an order. Once your dress has been ordered with the designer, the order cannot be cancelled or changed, and the deposit is non-refundable and non-transferable, whether or not you proceed (except as described in Section 3 for defective items, or as required by law).

If the remaining balance is not paid, or you do not complete your order, the following applies. When your dress arrives at our salon (arrival is confirmed by delivery tracking), we will contact you, using the phone number and email on file, to arrange your second fitting. If we do not receive a response within 30 days of the dress’s arrival, the order is treated as abandoned: the deposit is forfeited, full ownership of the dress remains with Ethereal Bridal Limited, the order is marked incomplete, and the dress may be placed into our inventory and offered for resale.

As a goodwill gesture, if an abandoned dress is later resold at full retail price, we will refund the original client’s deposit. Because each gown is custom-made for a specific client, a full-price resale is uncommon; dresses sold at a reduced price or on consignment do not qualify. Any such refund is issued only after the resale is complete and payment has been received from the new buyer.

2.6 Alterations

Alteration services are available by appointment only (see Section 1.1) and are subject to additional charges. The dress must be paid in full before any alterations are scheduled or performed. Alterations to accommodate weight fluctuations, personal design or fit requests, or footwear changes are billed to the client.

2.7 Pickup & Storage

We will notify you when your gown is ready. Please arrange pickup or your final fitting promptly once notified. Gowns that remain uncollected for an extended period after notification may be subject to storage arrangements at our discretion.

3. Returns, Exchanges & Defective Items

3.1 Final Sale

Because every dress is hand-made to order, all sales are final. We do not offer returns, exchanges, or refunds for change of mind, incorrect measurements provided by the client, or fit issues that can be addressed through alterations. This policy is provided here and at the time of purchase so you can review it before placing an order.

3.2 Your Statutory Rights

Nothing in this policy limits any rights you may have under the British Columbia Sale of Goods Act or other applicable consumer-protection law, including the right to goods that are of acceptable quality and as described. The remedies below are how we put those rights into practice.

3.3 Defective, Incorrect, or Damaged Items

Every dress is inspected at our salon before it is collected or shipped. If a dress is nonetheless damaged, or is the wrong dress, size, or colour relative to your confirmed order, we will make it right. How and when to report a concern depends on how you receive your dress:

  • Collected in person: Your dress is examined with you at your fitting. Any damage, defect, or discrepancy must be raised at that fitting — before the dress leaves our boutique or is taken in for alterations.
  • Shipped to you: Please inspect your dress as soon as it arrives and notify us within 72 hours of delivery, before the dress is worn or altered.

For shipped orders, email detailed photos and a description of the issue to dreamdress@etherealbridal.ca; for in-person collection, raise it with your stylist at the fitting. Once the issue is confirmed, we will arrange any return at our cost.

3.4 Eligibility

  • The dress must be in original condition — tags intact, unworn, unwashed, and unaltered. Once a dress has been worn or altered, it is no longer eligible.
  • Concerns must be reported within the applicable window above: at your fitting (in-person collection), or within 72 hours of delivery (shipped orders).
  • Exceptions may be considered in special circumstances at our discretion.

3.5 Replacement Process

Returned items are inspected to confirm eligibility. Once confirmed, you will receive a replacement of the same style, size, and colour, together with an estimated delivery time. In urgent cases we may place a rush order with our designers and use priority shipping to minimize delays.

3.6 If a Replacement Cannot Be Provided

Our standard remedy for a confirmed defect is a replacement, not a refund. However, if we are unable to provide a satisfactory replacement within a reasonable time, we will work with you to provide store credit or a refund of the affected item, consistent with your statutory rights.

4. Promotions, Marketing & Email Communications

We comply with Canada’s Anti-Spam Legislation (CASL). We send commercial electronic messages only where we have your consent, and every such message identifies us, includes our mailing address, and provides a one-click unsubscribe option that we honour within 10 business days.

4.1 Marketing Tied to an Appointment or Purchase

When you book an appointment or make a purchase, we may send you occasional promotional communications related to your recent visit and bridal journey. These are limited to a period of up to six months following your appointment and are sent only to current clients. You may unsubscribe at any time.

4.2 Newsletter & Ongoing Marketing

If you choose to subscribe to our newsletter or otherwise opt in (for example, through a clearly labelled, unchecked opt-in box on our website or booking form), you agree to receive ongoing marketing communications until you unsubscribe. Marketing consent is optional and is not a condition of booking an appointment or purchasing a gown.

4.3 How to Unsubscribe

Click the Unsubscribe link in any marketing email, or contact us at acc@etherealbridal.ca. We keep records of consent as required by CASL.

5. Privacy Policy

Ethereal Bridal Limited is committed to protecting your personal information in accordance with British Columbia’s Personal Information Protection Act (PIPA) and, where applicable, the federal Personal Information Protection and Electronic Documents Act (PIPEDA). “Personal information” means information that can identify you, alone or in combination with other information.

5.1 Information We Collect

We collect personal information only as necessary to provide our services and improve your experience. Depending on how you interact with us, this may include:

  • Name, email, phone number, wedding or event date, and event details;
  • Measurements and sizing information needed to produce your gown;
  • Payment or billing information for appointments and orders;
  • Communication preferences and survey responses;
  • Appointment and order history, including cancellations and no-shows;
  • Website usage data such as IP address and browser type (see Section 5.11).

We also collect email addresses when you subscribe to updates or interact with us through forms on our website, during booking, or through automated messaging on social media platforms (including Instagram, TikTok, and YouTube), which may be facilitated by third-party tools such as ManyChat (see Section 5.6).

5.2 How We Use Your Information

  • To schedule and manage appointments and orders;
  • To produce, fit, and deliver your gown;
  • To process payments and complete transactions;
  • To communicate about your appointments, orders, and services;
  • To enforce our No-Show Policy and maintain service quality;
  • To provide updates, offers, or event invitations where you have opted in.

5.3 Consent

By providing your information, you consent to its collection, use, and disclosure as described in this policy. Consent may be express, implied, or opt-in depending on the context, and you may withdraw consent at any time (subject to legal or contractual restrictions) by contacting our Privacy Officer (Section 5.13). We do not require marketing consent as a condition of providing services.

5.4 Disclosure & Third-Party Service Providers

We do not sell or rent your personal information, and we do not share it with third parties for their own marketing purposes. We share information only with service providers who help us operate — for example, payment processors, scheduling and email platforms, and messaging tools — and only as needed to perform their services for us. Some of these providers (including ManyChat) may store or process data on servers located outside Canada, where it may be subject to the laws of those jurisdictions. We take reasonable steps to ensure such providers protect your information.

5.5 Third-Party Financing (iFinance Canada)

We offer an optional buy-now-pay-later financing option through iFinance Canada. If you apply, you will be directed to iFinance Canada’s secure portal and will interact with them directly; Ethereal Bridal Limited does not collect, receive, or access the personal or financial information you submit through that process. Applying may result in a credit inquiry that could affect your credit score. Financing is entirely voluntary and has no bearing on your experience with us. Please review iFinance Canada’s privacy policy at ifinancecanada.com.

5.6 Third-Party Messaging & Automation (ManyChat)

We use ManyChat, a third-party messaging-automation platform, to facilitate conversations and collect information such as your name and email through our social media channels. By engaging with our automated messages and providing your information, you consent to its collection and use in accordance with this policy. Your information is transmitted to us and is not sold or shared for third-party marketing. For details on how ManyChat handles data, see manychat.com/privacy.

5.7 Your Rights: Access & Correction

You have the right to access the personal information we hold about you and to request corrections. Submit a written request to our Privacy Officer (Section 5.13). We will respond within 30 days as required by PIPA. We may require proof of identity, and in limited cases permitted by law we may be unable to provide certain information (for example, where it would reveal another person’s information).

5.8 Retention & Destruction

We keep personal information only as long as necessary to fulfil the purposes for which it was collected and to meet legal, accounting, and business requirements, after which it is securely destroyed or anonymized. Indicative retention periods: order and financial records for 7 years; appointment and contact records for 3 years. Where PIPA requires, information used to make a decision about you is kept for at least one year.

5.9 Storage & Security

Your information is stored on secure servers with restricted access. We use administrative, physical, and technical safeguards consistent with industry standards to protect against unauthorized access, loss, or misuse. No method of transmission or storage is completely secure, but we work to protect your information at all times.

5.10 Privacy Breaches

If a privacy breach occurs that could pose a real risk of significant harm, we will take steps to contain it, notify affected individuals, and notify the Office of the Information and Privacy Commissioner for British Columbia where required by law.

5.11 Cookies & Website Tracking

Our website may use cookies to enhance your browsing experience and analyze traffic. Cookies collect non-personal data such as IP address, browser type, and preferences. You may disable cookies in your browser, though some features may not function optimally. Marketing emails may include tracking pixels that record whether an email was opened and which links were clicked; this is used only to improve our communications.

5.12 Children

We sell children’s and junior dresses. Where we collect a child’s information (for example, measurements for a flower girl or junior bridesmaid), we do so from, or with the consent of, a parent or guardian. We do not knowingly collect personal information directly from anyone under 16 without parental consent. If you believe a minor has provided information without consent, please contact us and we will remove it.

5.13 Privacy Officer & Contact

We have designated a Privacy Officer responsible for our compliance with PIPA. For any privacy question, request, or complaint, contact Szymon Kawa at acc@etherealbridal.ca or 604-353-3650. If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for British Columbia (oipc.bc.ca).

6. General Terms

6.1 Governing Law

These Terms, and any dispute arising from them or from your dealings with us, are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable there, without regard to conflict-of-laws rules.

6.2 Changes to These Terms & Policies

We may update these Terms, Privacy Policy, and Returns & Refunds Policy from time to time. The current version, with its last-updated date, will be posted on our website. The policy in effect at the time you place an order applies to that order. Please review before booking or purchasing.

6.3 Limitation of Liability

To the fullest extent permitted by law, Ethereal Bridal Limited is not liable for indirect, incidental, or consequential losses arising from our services, and our total liability for any claim relating to a product or service will not exceed the amount you paid for that product or service. Nothing in this section limits liability that cannot be excluded by law, including your rights under the Sale of Goods Act.

6.4 Events Beyond Our Control

We are not responsible for delays or failures caused by events beyond our reasonable control, including supplier or designer delays, courier or customs delays, labour disruptions, illness, severe weather, or other force-majeure events. We will make reasonable efforts to keep you informed and minimize any impact.

6.5 Severability & Entire Agreement

If any provision of these Terms is found unenforceable, the remaining provisions continue in full force. Together with your order documentation, these Terms form the entire agreement between you and Ethereal Bridal Limited regarding their subject matter.

7. Contact Us

We’re here to help. Please use the channel that best fits your question:

Thank you for trusting Ethereal Bridal Limited with your bridal journey. We look forward to helping you find the dress of your dreams.