Refund/Cancellation Policy

The following policy is extracted from our terms of rental.

Our refund/cancellation policy is in place to help ensure fairness to you as a customer but also to us as a small business.

If your order has been sent or picked up we are unlikely to be able to get the garment rebooked for the same dates. We have also undertaken the work required to complete the rental service including cleaning, garment prep, packing of rentals. 

 

CANCELLATION:

If your event has been cancelled or you no longer require your garment and you wish to cancel your rental for a refund you must contact us within 24 hours of placing the order. For all refunds we do minus a $5 admin fee, this is due to Shopify processing fees. 

For any orders cancelled more then 24 hours after booking we can offer a store credit (this is valid for 6 months).

As long as the item is cancelled before it has been packed, sent or picked up or its not within 3 working days of the event date the above terms apply.

 

 REFUND/CREDITS NOT OFFERED FOR THE BELOW:

  • Fit/sizing issues
  • Change of mind 
  • Flaws or details already described 
  • Rentals already shipped or packed for collection
  • Rentals that arrive late from orders placed less then 3 full working days in advance of the rental start date
  • Rural rentals that arrive late from orders placed less then 4 full working days in advance of the rental start date

 

REFUND/CREDIT CONDITIONS:

Refunds are provided in situations where we believe we are at fault and this is at our discretion.

If we decide to offer you a refund for any reason you must contact us within 6 hours of receiving the postal garment or within 2 hours of picking up. The items then must be returned within 24 hours of receiving or within 6 hours of pickup. If the garment has been worn/tried on or shows signs of wear in any way we will no longer offer a refund. 

If you believe you have received a damaged rental we do offer a full refund including the postage cost if it is deemed to have been sent to you in a damaged condition. We do take photos of each rental before they are sent out so we will ask for a photo of the marks etc. We do however state any minor issues with the dress on our website, so if this is the case you will not be offered a refund.

If you supply the incorrect address or select the incorrect shipping option for your address (ie you are rural but select normal shipping) a refund or store credit cannot be issued. It is up to you to provide all the correct details when placing an order, if we have not communicated that the address has been changed then the address is what is still provided when booking. 

If you choose the pickup option at checkout and can no longer pickup we do not offer a refund or credit. Please ensure the correct date is chosen as we do not offer any compensation if ordered for the wrong pickup date.

If the item(s) sent by us late due to any unforeseen circumstances we may face (ie a rental is returned late from the previous renter), and it doesn’t arrive on your chosen day of rental or in time for your event we can offer a full refund unless the item information has been incorrectly filled out impacting this.

ALL refunds and store credits cannot be issued until the garment has been returned on time, this must be dropped back at the post shop (postal orders) or dropped back to us (pickup orders) within 12 hours of receiving the garment.

For every late day the garment is not returned the total of $15.00 per day after will be deducted from the refund price. This also applies to store credit. If we for any reason are refunding funds via bank transfer these will not be sent back until the money has cleared the account, this will only be checked and transferred during our opening hours. If we are processing a refund via shopify this may take up-to 4 working days to clear your account.