The following policy is extracted from our full rental agreement.
Our refund/ cancellation policy ensures fairness for both us as a small business & you the customer. If your order has been sent or picked up we are unlikely to be able to get the garment rebooked for the same dates. Please keep in mind that we have held the garment from other customers for your booking. We have also undertaken the work required to complete the rental service, this involves cleaning in preparation for your rental, the time taken to prep the garment & then to post or pack it for collection.
We offer a 24 hour cancellation policy (the 24 hour window is strictly from the time of order, first contact must be received within 24 hours of this time), from the time of booking placement, in which the customer can contact us to cancel the rental and receive a full refund (Minus the $5 fee) should the item have not been packed for postage or pick up OR made within 3 working days of the event date.
**ALL RENTALS DEEMED APPLICABLE FOR A REFUND WILL HAVE A $5 ADMIN FEE DEDUCTED. This is due to Shopify processing fees & administration.
Cancellations made after the 24 hour window:
- If a rental is cancelled in advance by notifying us and the garment is then rebooked for the same dates by another customer, we will then provide a refund minus the $5 admin fee. Please get in contact with us so that we can make the garment available & put you on our list to monitor for rebooking.
- If a rental is cancelled prior to the item being sent or put out for pick up, the renter can opt to receive a store credit voucher.
Refunds & credits are not offered (As further described below) for:
- Change of mind, simply not liking the garment on or not wearing the garment.
- Fit/ sizing related issues.
- When rentals have already been shipped or packed for pick up.
- Flaws which have been described or are within 'expected' rental garment condition.
- Rentals that arrive late from orders placed less than 3 full working days in advance of the rental start date
Refunds are provided in situations where we believe we have been at fault, this is at our discretion. We work tirelessly to provide beautiful rentals to all our customers & value our integrity as a business.
We do not offer refunds for a rental due to 'change of mind' (ie. cancellations). Renting a garment is at your own risk in terms of how it will suit you, its fit or in person appearance. We can for many of our garments provide other customer photos. We are also happy to modify orders prior to them being completed.
We do not offer refunds for not wearing a garment. Please remember when we have undertaken the work to complete your rental & have fulfilled our service to you. This includes holding the garment availability from other customers & removing it from our collection.
We do not offer refunds for sizing or fit related issues. We do our very best to provide label sizes, recommended sizing, appearance, length and more on our rental listings. We are also happy to provide measurements, size guides and discuss our opinion on the sizing/fit of a garment. Please note our recommendations may not always be entirely accurate or represent the actual fit on you. Please also ensure you measure yourself against the garments sizing chart prior to booking.
Swap out garments can also usually be arranged based on availability for pick up rentals during weekdays. Swap outs will be required to pay any difference in pricing. They will not be refunded if the swap out garment is less than the original.
We do not offer refunds or store credits for any orders placed less than 3 working days in advance of start periods or any placed after Wednesday 2pm on the same week of its Friday, Weekend or Monday rental. These are classed as late orders which are made at the renters own risk, given we were not provided enough time to ensure this garment was sent early enough to avoid potential postage delays.
All orders applicable for a refund that were placed using store credit are not applicable to refunds, instead the store credit will be reissued.
Store Credit Voucher's ( Credits ) will only be valid for 12 months from date of issue.