FAQs

You've got questions, we've got answers. We get it - for many of you rental is a new thing, and we want to make it as simple and easy as possible. We have tried to answer all of your rental FAQs here, but please do feel free to reach out to Customer Service if you need any more help.

Popular FAQs

How do I send my items back?

Please use the mailing bag your items arrived in to return your rentals. If you no longer have it, please use a suitable alternative.

Inside your order, you'll find a pre-paid returns label. Stick this label to your mailing bag, covering the old one.

Return your order at the Post Office before the end of your rental period. Please keep the proof of postage.

Can I buy my rental?

If you've fallen in love with your rental you've recently received, you may be able to buy it... so long as it doesn't have a future booking. If Please complete this short form and we'll let you know whether your rental is available to purchase with a link to easily pay.

What is your returns policy?

Our Fit Guarantee Policy

If you are unsure about your size, we recommend reading reviews and checking the size charts.

In the event your item doesn't fit, our Fit Guarantee allows you to to receive a refund minus restocking and shipping fees on one unworn item per order. You must submit our Returns Request Form within 24 hours of receiving your order to be eligible for a refund.

Please note, we can only refund a maximum of one item per order. Once the unworn item has been received in our warehouse and checked, your refund will be processed, it may take up to 5 working days to reach you. 

Your item must be returned unworn (with ribbon attached). All refunds are minus the shipping cost and a restocking fee of £5 per item which covers our processing and cleaning costs which enables us to restock the item so it can be available for other customers. You can return for free using the pre-paid returns label included in your order. If you have multiple items in your rental order, it's fine to return altogether.

Can I buy an item?

We’re all about rental, but if you’ve fallen in love with a style and would prefer to buy it we’re here for that too, just click the BUY button! Some items have never been worn and all items that have are professionally cleaned and quality checked, so will arrive with you in as good as new condition.

Do I need to clean my outfits before returning?

There's no need to wash or launder your outfits before returning - we do that for you!

How do I join Hire Life Rewards?

You'll automatically become a member of Hire Life Rewards when you make an account with us. If you had an account with us prior to our new site launch, you will become a member when you re-set your password. Hire Life Rewards is a new program that launched on 16th February 2024 and points can only be rewarded for eligible actions completed on and after this date.

Why aren’t my login details working?

We recently launched our new website, if you are an existing Hirestreet customer you will have received an email with an activation link. Please find this in your inbox, and click on the link to activate your account on our new website. 

If you wish to generate a new activation link click here. 

Can I order for a future event?

Yes! Now we're in events season we've opened up the chance for customers to book for a future event over the next 8 weeks. Simply select your rental period of 5 or 20 days, and choose your delivery date.

What happens if I damage something?

We get it—accidents can happen. Our rental price now includes Accidental Damage Cover. So you can relax knowing any little mishaps are covered.

Please note, though, Accidental Damage Cover doesn't protect against loss, theft, or unrepairable intentional damage.

How do I get in touch?

Our Customer Support team are available 09.00-16.30 Monday to Friday.

If you can't find the answer to your question, please feel free to raise a request and a member of our team will be in touch within 1 working day.

Rental FAQs

I'm new to renting - how does it work?

We love that you are thinking about making your first rental order.

Firstly, decide what you'd like to rent by adding items to your wish list and using our personalised edit to find something right for you.

We recommend hiring outfits early, as popular items get booked out very fast. At the moment, you can choose either a 5 or 20 day rental period over the next 8 weeks.

Simply select your rental, the rental period and your delivery date. You are then ready to check out!

We'll delivery your rental on or before your selected delivery date.

Do I need to keep outfits for the full rental period?

We understand that if you have an event, you may not need your items for the full rental period. Feel free to return your items sooner!

Can I cancel my order?

Orders are typically dispatched within 4 days of your selected delivery date. Should you need to cancel your order, please get in touch with our team and we'll do our best to help. We cannot guarantee that we will be able to cancel your order if it has already been processed and packed.

Can I amend my order?

If you wish to amend your order please get in touch straight away. We cannot guarantee that we will be able to amend your order if it has already been processed and packed. Please note, items are typically picked and dispatched within 4 working days of your chosen delivery date.

My outfit arrived with tags on - can I remove them?

Yes, please feel free to remove any tags or ribbons attached to your outfits when they are delivered.

What is Accidental Damage Cover?

All orders placed after 24th April now include Accidental Damage Cover as standard.

This covers any repairable damage that happens during your rental period. If your rental is damaged during your rental period and can be fixed by our team when it's returned - your accidental damage cover will cover the cost of this fix. 

Please note, accidental damage cover does not provide cover against loss, theft or damage beyond repair. If your item is returned in an unrepairable state, we will be required to charge a replacement fee.

We strongly advise against using body tape and safety pins to alter garments, as this can often lead to irreparable damage. 

Please do not permanently tailor your rental.

Shipping FAQs

How much is shipping?

Shipping is £6.95 and your items will be delivered on or before your selected delivery date.

We use Royal Mail to ship all items.

When will my order arrive?

Your order will arrive on or before your selected delivery date.

You will receive tracking information from Royal Mail once your order has been dispatched.

Where do you ship to?

We use Royal Mail as our courier and we only ship to UK postcodes incl Northern Ireland.

Account FAQs

Why aren’t my login details working?

We recently launched a new website,  if you are an existing Hirestreet customer you will have received an email with an activation link. Please find this in your inbox, and click on the link to activate your account on our new website. 

If you wish to generate a new activation link please click here. 

I didn’t receive an activation link what can I do?

If you wish to generate a new activation link please click here. 

Why can’t I see my old Hirestreet orders?

We have not migrated old orders to our new website, so you will only see orders made after the 15th Feb 2024 in your account section now.

If you need information about historic orders please get in touch with customer service 

Why has my Wishlist been wiped?

Our new site has new Wishlist functionality and therefore we were not able to bring your old Wishlist across.

We are sorry - we know this is a pain! As a thank you for starting a new Wishlist, when you add 10 items to it, you earn rewards through our new Members club. 

I have a future Hirestreet order but I can’t see it in my account?

If your order was made on our old Hirestreet website, it will still be in our system.

Please get in touch with customer service if you wish to make any adjustments to your order.

You will find all of your order details in the confirmation email you received when you made your order. 

Returns FAQs

How do I return my rentals?

To return your items, simply follow these steps:

1) Put your outfits back in the original packaging on or before your return date (if you have lost that please find a similar alternative)

2) Attach the pre-paid returns label to the front of the packaging (if you have lost one drop our team a message: support@hirestreetuk.com so they can send you a new one)

3) Seal the package and drop it at your nearest post-office on or before 12pm on the last day of your rental (if your rental ends on a weekend or bank holiday, please return it the next working day)

4) Make sure you keep your proof of postage

How much are returns?

Returns are free. There will be a pre-paid delivery label in your order when it arrives. Please keep this safe.

On or before the end of your rental period, please attach the pre-paid returns label to the front of your original packaging, seal, and drop at your nearest post office.

I have lost my returns label - what can I do?

No problem - we can send you a new one, just drop the team a message!

What is my return date?

You can find information on your return date in your Confirmation email

What if the post office is shut on my return date?

If your return date is a Sunday or a Bank Holiday please return your rentals before mid-day on the next available working day

Can I return a purchased item?

If you are unhappy with your purchased item, you must notify us by completing our Retail Returns Form here within 14 days of receiving your item. Please note, we have a restocking fee of £5 for all retail returns which enable us to clean and restock the item in our warehouse. We will process your refund minus the shipping costs and restocking fee once the item has been received in our warehouse.

Still have questions?

Drop us a message and someone from our lovely customer team will get back to you