Please try on your rental items as soon as possible upon receipt. Please keep the ribbon and tag on whilst you try the garment. If an item does not fit, you can let us know by contacting us at firstname.lastname@example.org and where possible, we will aim to get a free replacement out to you in time for your event.
However we will ask you to cover the additional delivery costs of an exchange.
Please note if the ribbon and tag has been removed on the item you are replacing, you will not be eligible for a refund on this item.
If you do not want a replacement, or if it is not possible due to time or stock constraints, you will be entitled to a refund on any unworn rental items that meet the below conditions.
We will refund the rental price of an unworn item to your original payment method if it is 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.
We will refund up to 2 items per order. If you return more than 2 items unworn, we will only refund the 2 lowest price items.
If you place multiple orders within the space of 2 weeks, we reserve the right to only refund 2 items across all orders.
Please note if you request a refund on all items we will deduct £10 from your refund to cover our cost of service.
If you wish to return a garment unworn please do so as soon as possible by packing it up and returning it as normal: In the enclosed mailer bag or original packaging, sealing it, attaching either the pre-paid DPD or Royal Mail label, and take it to your nearest DPD drop-off point or Post Office.
If you have multiple garments and still plan on wearing one or several, please return all worn and unworn items together by the end of your rental period.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then a refund will automatically be applied to your original payment method within 5 days.
If you haven’t received notification from us within 5 days of returning the item to us, please contact us on email@example.com
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. In this case, you will receive a full refund for the amount paid for the item and we will refund your delivery costs.
Please contact us within 24-hours of receipt on firstname.lastname@example.org 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
RETURNING AFTER WEAR
On the final day of your rental (Day 5, 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.
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 minor damage and stains.
However if the item is truly damaged beyond repair (or never returned) we reserve the right to charge up to 120% of the item’s retail price to your original payment method. Please contact us as soon as possible after loss or damage at email@example.com
Please do not attempt to wash or iron 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 is damaged or stained and has evidently been washed or ironed whilst in your care, we reserve the right to charge you up to 120% of the item’s retail price, as above.
If the item has become slightly creased in transit, please only steam the item on a low heat, do not iron it. 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.
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!
If an item is never returned we reserve the right to charge 120% of the item’s retail price to your original payment method. Please contact us as soon as possible after loss or damage at firstname.lastname@example.org
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 5 days before your delivery date to receive a full refund. If it’s less than 5 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, but the £10 service cost will be non-refundable.