FAQs

Can I try an item on?

Yes. We offer a Try On Service - which allows you to choose 5 of your favourite dresses (up to any value) and try them on in the comfort of your own home. Please note, the service costs £15, however that spend will then be redeemable against any future booking (making it basically free!) Due to demand we can currently only offer one Try On Service experience per customer, if you have already used yours and would like to try an item on, we recommend ordering an outfit and using the rental credit system to re-book that outfit at a later date.

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 with the garments to Try On/Style. 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.

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.

Can I purchase insurance for my rental?

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

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.

Where do you deliver?

We offer delivery UK wide.

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

How do I return my order?

Simply return your item to the post office using the pre-paid returns bag, or garment carrier that your item was delivered with. 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.

When will I receive my outfit rental?

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 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.

Delivery, returns & late fees

Find detailed information here, or pop up and chat to our advice team.

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.

My order has arrived but I don’t like it?

If you are not happy with how your item looks, please let us know within 48 hours of it arriving and we can arrange an exchange or give you rental credit.

Please note, we do offer a Try On Service for customers who wish to trial items before committing to wearing them.

If it is your first rental and you are unhappy with the service in any way, then please contact customer service who will process a refund for you.

How does an exchange work?

If your dress 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.

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.

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.

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.

I want to order more than one outfit?

This is no problem - we totally understand that you often have 2 occasions in one weekend, or that you might be getting multiple items to go on holiday.

Please note, that due to demand, unless it is your fist Hirestreet order, we are only able to offer Rental Credit on items that are returned unworn.

Do you have a physical store?

No, at the moment we are solely an online platform.

What if I accidentally damage or mark my outfit?

We understand accidents can happen, but we also want to keep our items in sparkling condition for other customers. You may be liable to pay a fee if you damage or mark your item - we reserve the right to review each case individually. We will always contact you before raising charges.

Please do not safety pin your rental(s) as this often causes holes in the garments.

Do I clean my item before returning it?

Please don’t worry about cleaning your item - we will do it for you!

What if I damage my outfit beyond repair?

Please look after your outfit as if it’s your own, but if this does happen you may be liable to pay a fee. 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.

Can I extend my rental period?

If you need to keep you rental for longer, please 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 offer refunds?

We offer refunds on your first Hirestreet dress. We understand that you might not want to try our service if you can’t get your money back if you don’t love it. We are so confident in what we do, we offer a refund guarantee no questions asked.

If you are a repeat customer, and you have experienced & loved the service before, we offer rental credit for non-worn items. This is to prevent customers from hiring 5 back up dresses with each booking! 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.

How much is delivery?

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

Please note, you will be charged a cleaning / admin 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 cleaning / admin fee.

I’ve lost my returns bag?

Please send your order back to: Hirestreet Returns, ACS Clothing, 6 Dovecote Road, Centralpoint Logistics Park, North Lanarkshire, ML1 4GP, using a first class tracked delivery.

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 Monday by 12pm.

What if I return my outfit late?

When items are returned late it can affect other customers’ orders. A fee of 50% of the rental value will be charged for every day the outfit is late up to 14 days. If the item is not returned by 14 days, we will assume it has been lost/stolen and you will be charged 200% of the retail price of the item.