FOR RENTAL ORDERS:
RETURNING AFTER WEAR
On the final day of your rental (Day 4, Day 10 or Day 16) or before, please pop the item(s) back into the enclosed mailer bag, or original packaging, make sure it’s secured and attach the pre-paid DPD or Royal Mail label. Then drop the parcel into your nearest DPD drop-off point or Post Office. We will enclose a card with each rental to confirm your drop off date to avoid any confusion!
Condition of Returns
We ask you to take care of the items as you would your own, however we understand that accidents can happen so we will not charge you for damage and stains.
Please do not attempt to wash your rental items, especially if the garment becomes stained or damaged. It’s always best left in the capable hands of our professional dry-cleaners.
If the item has become slightly creased in transit, please avoid ironing where possible. We suggest you steam the item on a low heat. If you don’t have a steamer you could always hang the item in the bathroom whilst you’re having a hot shower. Or a steam iron with holes can also double as a steamer, just hold the iron a short distance from the clothes and use the steam option.
You will be entitled to a refund on any unworn items that are returned on or before the final day of your rental period, in the same condition in which it was received, with the ribbon and tag attached.
If you wish to return a garment unworn please do so as normal, on or before the last day of your rental period. If you rented multiple garments, please return them all together - both worn and unworn.
Once your return is received and inspected, we will send you an email to notify you, and a refund will be applied to your original payment method.
If you haven’t received notification from us within 5 days of returning the item to us, please contact us on firstname.lastname@example.org
We reserve the right to refuse customers if we notice any suspicious activity such as a pattern of frequent returns, or multiple orders or returns in a short period of time. We will refuse customers if we believe they are using the site for a commercial purpose and subsequently returning items unworn.
Refunds for Defective Items
We will offer a full refund for any items that arrive defective or damaged. This includes for example if your rental arrives late, is damaged when you take it out of its packaging, or the condition or cleanliness of the item does not meet our commitment to you. Please contact us within 24-hours of receipt on email@example.com and wait to hear from us before returning the item. Once we have received the item we will notify you to confirm the refund has been processed
In the unlikely event that you lose your rental (or if it's simply never returned) we reserve the right to charge you the value of the item, which is typically 50-75% of the original RRP. Please contact us as soon as possible after loss at firstname.lastname@example.org
We reserve the right to charge up to £25 a day for late returns. Please be assured that when you return an item it will be scanned immediately at drop-off, so you will never be held responsible for any postage issues!
Please note full quality control is done on all items before they are sent to customers and photos taken of the garments at the time of packing.
You can cancel your rental up to 3 days before your delivery date to receive a full refund. If it’s less than 3 days before, we may have already processed your rental and it may be on its way out to you. In which case you will be entitled to return the item for a refund.
FOR PRE-LOVED PURCHASES:
Assuming we have the item in stock, if you place your pre-loved order by 2pm Monday-Friday, you will receive it the very next day.
You will have 14-days from the delivery date to return the item to us for a refund if required. You can do this by placing the item into the enclosed mailer bag, and attaching the pre-paid DPD or Royal Mail label. Then dropping the parcel into your nearest DPD drop off point or Post Office.