FAQs

WHAT IF I DON'T LIKE MY ITEM?

If you are not happy with how your item looks, please return your order to the post office and let us know by emailing [email protected] so we can arrange an exchange or give you rental credit. If you have multiple items in your order, please return everything at the same time - you do not need to return the unworn item earlier. The ribbon must still be attached to the item for it to be classed as unworn. If the item is returned without a ribbon attached it will be classed as worn and you may not be eligible for compensation. Rental credit expires in 6 months from the issue date.

Please note that we only give rental credit for one unworn item per order, so we do not recommend renting multiple items if you only plan on wearing one.

DO YOU OFFER REFUNDS?

We offer rental credit not refunds for unworn items. This is to prevent customers from hiring multiple outfits with the intention of only wearing one. Due to demand we have to limit the number of outfits going to customers that will not be worn, so more options remain available for others in the community.

Please note that rental credit expires in 6 months from the issue date.

Please return any unsuitable items to the post office and let us know by emailing [email protected] so we can arrange an exchange or give you rental credit. If you have multiple items in your order, please return everything at the same time - you do not need to return the unworn item earlier. Please note that any unworn items must be returned with their ribbon still attached. Any items that do not have a ribbon attached will be classed as worn and you may not be eligible for a rental credit.

CAN I TRY AN ITEM ON?

If you need to try on an outfit simply order the item for a 4 day rental and return with the ribbon still attached to the post office unworn to receive rental credit. We only offer rental credit for one item per order, so please do not order multiple items to try on. If you would like to return your item please email [email protected].

HOW DO I RETURN MY ORDER?

Simply return your item to the Post Office using the mailing bag or garment carrier that your item was delivered with. A prepaid returns label will be included in your order - please stick this on your mailing bag or over the old label on the garment carrier. Items must be dropped at the Post Office by 12pm on the last day of your rental.

Please note if your return date is a Sunday, you must post your return back to us by 12pm on the following Monday, and if your return date is a Bank Holiday Monday please return it by 12pm on the following Tuesday.

If you would like to organise a collection instead of going to the Post Office, please follow the instructions on this link: https://www.royalmail.com/track-my-return/create/4312. Please note that this service costs 50p and that you will still need to get the item collected on the last day of your rental.

WHAT IF I DAMAGE MY OUTFIT BEYOND REPAIR?

Please look after your outfit as if it’s your own, but if you do damage your rental you may be liable to pay a fee. Most damages are easily repaired, e.g. a ripped seam, but sometimes outfits get damaged beyond repair. In these cases, we reserve the right to review each case individually and we will investigate any damages before informing you of the next steps and of any charges. We may charge customers up to the full retail value of the outfit to cover replacement costs.

If you do damage an item, please can you email our customer service who will be able to assist you on the next steps.

HOW DOES AN EXCHANGE WORK?

If your item has arrived and you don’t love it, and you would like to receive an exchange as a replacement then simply contact customer service who will create an exchange code for you.

Once you have your exchange code, you simply choose the dress you would like instead, add it to your basket and checkout with your code. The code will subtract the value of your original rental from your exchanged item, so if you are exchanging your dress for an item that is more expensive, there might be a slight difference to pay.

Please note that you will have to pay the £3 rental fee for your exchange order.

CAN I CANCEL MY ORDER?

If you need to cancel your order please email [email protected]. Please cancel your order with at least 21 days’ notice or within 6 hours of making your order to be eligible for a refund. If you cancel your order outside of these parameters you will receive rental credit. Please note you are unable to cancel an order once it has been despatched.

HOW DOES RENTAL CREDIT WORK?

When you return a dress unworn, we give you rental credit to spend on future bookings. The credit will be equal to the value of your unworn items, and will be redeemable for the next six months. For example, if you have rented a dress for £30, but you don’t end up wearing it, once that item is returned to the Warehouse with tags on and passes our quality check, you will receive a £30 voucher to spend on a future order.

Please return any unsuitable items to the post office and let us know by emailing [email protected] so we can give you rental credit.

CAN I REMOVE THE RIBBON FROM MY ITEM?

Please only remove the ribbon if you have decided to keep your rental and you don’t want to send it back for credit or an exchange. Any items with the ribbon removed will be considered as worn and credit or exchanges will not be issued.

I NEED A RETURNS LABEL?

Your order will come with a prepaid returns label but if you have lost it, please follow the instructions on this link to receive another returns label. Here you can print another returns label or be emailed a QR code: https://www.royalmail.com/track-my-return/create/4312. Please ensure you keep your proof of postage.

Please only use shipping labels provided by Hirestreet or shipping labels made by clicking on the link above. Please do not send any items back using your own shipping label. If you have any questions email [email protected].

MY ITEM HAS COME WITH CLOTHING TAGS?

If you are the lucky customer who receives an item that is brand new and still has the clothing tags on, you are able to remove these. Please do not remove any other labels or tags on our items.

DO YOU HAVE A PHYSICAL STORE?

We don't have a physical store - we're only online.

WHY CAN I ONLY GET RENTAL CREDIT ON ONE ITEM?

When an outfit is booked out, it is then unavailable for other customers to rent. By giving rental credit for one unworn item per order, it prevents customers from ordering multiple items that they won’t wear.

MY ITEM HAS ARRIVED EARLY - IS THAT A MISTAKE?

No definitely not - we often send items out as early as possible to give customers more time to try on their garments. Your original booking will not be impacted, your rental dates are still the same, and you will not be charged any extra for the additional days you have the outfits.

For example, if your dress was due to arrive on a Wednesday, but it actually arrives on the Monday - you get 2 extra days for free, your rental period remains exactly the same as your original booking.

DO I NEED PROOF OF POSTAGE?

Please keep your proof of postage incase anything happens with your return. If you do not have proof you returned your order, it could be classed as unreturned and you may be liable to pay fees if your item does get lost.

MY RENTAL PERIOD ENDS ON SUNDAY?

If your rental period ends on Sunday, please return it on the following Monday by 12pm.

HOW MUCH ARE RENTAL / CLEANING FEES?

We charge £1.50 for cleaning and £1.50 for fulfilment - so the total fees to pay at checkout will be £3. This cost is passed directly onto our warehouse. As a business we believe in rental so much that we offer to cover around 75% of the costs associated with your cleaning, and 100% of the costs associated with your delivery.

You will be charged the £3 rental fee for each individual delivery date in your order.

HOW FAR IN ADVANCE CAN I MAKE A BOOKING?

You can make a booking up to a year in advance! Please make sure you book out your favourite looks as early as possible to avoid disappointment.


CAN I BUY MY RENTAL?

We are a rental platform but we understand you may love an item so much you want to keep it. Please email [email protected] if you do want to buy something and we will let you know if it's available for sale.

We also have a Pre-Loved site where you can purchase items.

Please note that we do not offer returns, refunds or exchanges for purchased items.

DO I CLEAN MY ITEM BEFORE RETURN IT?

Please don’t worry about cleaning your item - we will do it for you! Our warehouse professionally dry cleans all our items, so everything is basically brand new for the next customer.

CAN I PURCHASE INSURANCE FOR MY RENTAL?

At checkout you have an option to add accidental damage cover to your order - this means if an item is damaged during your rental period you are not liable to pay charges. Please note that it doesn’t cover against loss, theft or damage beyond repair.

WHERE DO YOU DELIVER?

We offer delivery UK wide.

Please see Royal Mail's Terms & Conditions: https://www.royalmail.com/terms-and-conditions

WHEN WILL I RECEIVE MY OUTFIT RENTAL?

When booking your rental the date you selected on the calendar is your chosen delivery date, so your outfit will be delivered by Royal Mail on the first day of your rental. We recommend getting your order delivered at least 2 days before needed so there is time to arrange an exchange if necessary. We do try to send out orders early if we can so you have more time to try the item on - this does not affect your rental period.

Please note that we are not liable for any delivery delays caused by Royal Mail.

HOW MUCH IS DELIVERY?

We offer free delivery and returns, however, we do charge a rental fee of £3 - this is passed straight on to our warehouse to cover the costs of quality checking, cleaning and pressing items.

Please note, you will be charged a £3 rental fee for every unique delivery date. If you have multiple items in your basket for different delivery dates, these are treated by the warehouse as separate orders. If you have multiple items in your basket for the same delivery date, you will only be charged one rental fee.

WHAT IF I RETURN MY OUTFIT LATE?

When items are returned late it can affect other customers’ orders. A fee of £100 will be charged if the item has not been returned after 10 days. If the item is not returned by 21 days, we will assume it has been lost/stolen and you will be charged the items’ RRP.

Please note you will be charged these fees for every item in your order that is returned late.

If you are unable to return your order to us on time, please email [email protected] as soon as possible.