Terms & Conditions

KEY TERMS SUMMARY

When booking with LONE you agree to the following:

All booking are based on hire start date. Cancellations are eligible for refunds and/or credits according to notice period.

Garments are to be treated with care and any damage to the garment is liable to the hirer. Avoid perfumes sprayed onto the garment, shower 2-3 times before wearing a garment and ensure the garment is a suitable length so that it does not drag extensively on dirty surfaces. 

If we can not fulfil your booking an alternative will be offered where possible. If not suitable a refund will be issued to the original payment methods.

All returns must be made according to the last day of your booking. Late returns will incur late fees. 

Garments are preworn and may show minor signs of wear. Refunds are only issued in instances where the garment is classified as being unfit for wear. 

Postal Orders are sent via Australia Post Express. Returns must be made scanning in over the counter at Australia Post using the return mailer and not placed in a red box.

The customer is responsible for the garment and will be liable any lost or stolen dresses. 

Any issues with quality and requests for refunds must be made within 4 hours of receipt of the dress with photos. Returns must be made within 1 business day prior to the event.

FULL TERMS AND CONDITIONS:

By renting a piece from LONE Dress Hire you agree to the terms and conditions stated below:

CANCELLATIONS 

In the event of a cancellation the following credits and/or refunds are available for the dress hire component (postage and damage protection will be refunded in full). Notice of cancellation needs to be provided in writing to lonedresshire@gmail.com and is based on the Start Date of the hire not the Event Date.

More than 14 Days Notice: A full credit minus a $10 administration fee or a 50% Refund

5 - 14 Days Notice: A full credit minus a $20 administration fee

5 Days Notice: A 50% credit or a refund on cleaning and postage.

In the event that a dress has been hired via a try on service and is cancelled due to change of mind only a credit is available if more than 14 days notice is provided.

If the dress is held for the duration of hire but not worn it is not eligible for any refunds or credits. For postal orders if the booking is cancelled whilst the dress is in transit it is only eligible for a cleaning refund (not postal). 

Credit notes are non-refundable and can not be exchanged for cash. Credit notes must be used within the validity period stated. Any bookings made with these credit notes are subject to our standard terms and conditions. Where a booking can not be fulfilled any credit component will be reissued as a store credit only. 

GARMENT CARE

Hire pieces are to be treated with care and caution particularly with application of fake tan (to be done minimun of 48 hour prior to wear of dress), make up, perfumes, jewellery,  and around food and drink.

Garment Length: Customers are responsible for ensuring the garment length is suitable and appropriate footwear is worn to avoid dragging or damaging. Care should be taken on gross, dirty or wet surfaces. Long garments should be lifted or secured (e.g. on a dancefloor) to prevent damage). Excessive damage to herms or fabric due to dragging may incur repair or replacement fees.

A standard dry clean is included in the price of hire at a professional dry cleaner. However, if the hire piece requires additional cleaning upon return this will be charged to the customer at total cost with provided receipt. Any damages or stains found upon inspection by LONE after return will first be sent to a seamstress of dry cleaner to be restored and the cost of this will be passed in full to the hiree. If the hire piece can not be restored to an acceptable standard to rehire, the full RRP will be paid by the customer. Payment must be made within 15 days of invoice issued.

Any lost hire fees from future bookings that will have to be cancelled (including time when garment is being restored and wait times until a new garment is received) will be paid by the customer in addition to any other fees.

If the damaged piece is not immediately returned on due date, in addition to any of the above fees late fees will also apply.

ACCIDENTAL DAMAGE PROTECTION

Optional accidental damage protection is available at check out. This will cover you up to $500 in the case of genuine accidents. It does not cover loss, theft or damage due to negligence. 

PHOTO IDENTIFICATION

For any postal orders a copy of your photo identification is requested to be supplied prior to sending the garment. This is solely for security purposes in the event that there is any extensive damage or theft. Your identification will be destroyed after the completion of your hire and will not be shared with any third parties.  

HIRE PERIOD

The hire period is either 4 or 8 days. The dress will be recieved on the start day and returned on the end date. For postal orders, if your return date falls on a Saturday it will need to be scanned in over the counter at a post office by 11.30am. For Sunday returns you can wait until Monday to take to the post office. For local pick ups, the dress can be picked up the day prior to the event and returned back the day after the event. 

If a customer fails to return the dress within the agreed time period,  a late fee of 25% of the dress hire fee per day will incur. If the garment arrives so late that there is not enough time to dry clean and send to its next appointment, the customer will have to pay the entire lost hire fee in addition.

If a customer selects pick up return at the time of booking but later wishes to return the garment via post this must be approved by LONE prior to sending. If approved the garment must be returned using Australia Post Express Post only

The parcel must be lodged over the counter and a valid tracking number provided to LONE immediately

Unauthorised return method changes may result in late fees if the garment does not arrive in time for the next booking.

POSTAL ORDERS

If selecting postage this includes express postage both ways (price varies depending on size of garment).

An express postal envelope will be included with your garment to be used for returns. Please carefully place your dress in this return satchel.

All returns must either be scanned at the post office and a lodgement receipt must be taken and kept for record keeping.  If this is not possible in exceptional circumstances, then the customer must notify LONE and return only in a yellow express post box.

The item can not be returned in a red post box. This deems this item as standard postage and delays returns. If any bookings are missed due to late returns the customer must pay the lost hire fee. By returning in a post box and not scanned in at a Post Office the renter takes on any risk involved in the item being lost in transit and will need to cover the full RRP if the item is deemed missing.

If a customer fails to post back the order the next business day after their event, a late fee of $25 per day will incur. If the garment arrives so late that there is not enough time to dry clean and send to its next appointment, the customer will have to pay the entire lost hire fee.

LONE dress hire sends out parcels according to Australia Post Express delivery time frames. If the parcel experiences delays and does not arrive in time for the event, LONE will provide a full refund if the parcel is returned back to LONE by 5pm on the date of arrival. This can only be done using the return express post satchel included with the garment. It is important to not mark this as a return to sender.

However, if the customer decides to book less than 5 business days prior to the event and LONE posts the dress out within one business day of receiving the order, the risk is on the customer for any postal delays and LONE will not provide a refund for any delays in the garment arriving in time for their event. In this instance a full credit minus postage and a $20 administration fee will be provided

Garments may arrive with creasing due to transit. Light steaming may be required prior to wear.

LOST OR STOLEN GOODS

It is the responsibility of the customer  to care for the garment during the rental period. Any lost or stolen garments during this time will be at the responsibility of the customer and 100% of the RRP and any upcoming bookings will need to be paid by the customer.

If the garment is not returned to LONE within 5 business days of hire and the customer fails to contact LONE a police report will be filed. Theft is not tolerated. It is strongly suggested that the customer keeps a copy of the lodgement receipt at Australia Post for proof that the item was sent back.

TRY ON SERVICES

If a dress is hired and booked at a try on service the onus is on the customer to review any fit or quality issues of the dress during this appointment prior to booking. The dress is booked at the appointment based on its current condition and will not be eligible for any cancellations or refunds if concerns are flagged after the appointment that were present during the try on.

LONE provides in person try on appointments and sizing guidance where possible. Failure to utilise these services for Melbourne based hires does not constitute grounds for a refund. 

REFUNDS

Under the Australian Consumer Law, the customer is only entitled to a refund or replacement  problem with a product covered by consumer guarantees.

A full refund will only be issued where the original booked garment is deemed unfit for purpose due to significant condition faults or failure to arrive within the agreed delivery timeframe.

This is a hire piece that has had multiple prior wears therefore minor damage or faults with garment are to be expected and are not deemed a reason to return the garment for a refund.

Examples of minor wear and tear include: small stains (less than 2mm in non-prominent areas), mild stretching to the shape, minor fraying, small holes less than 2mm on the hem line, minor stains on the edge of gown hem lines and residual tan marks on the internal of the dress that aren't visible when worn. Condition Reports are listed in the description and are expected to be reviewed by the lender prior to booking. Once a booking is made it is based on the assumption the borrower has reviewed the condition report and understands that this is a used garment.

All garments are cleaned between hires however due to the nature of fabrics some scents (including perfume or dry cleaning solution) may remain or become more noticeable in transit.

The garment needs to be inspected within 4 hours of receipt, and LONE need to be immediately notified of any faults with the garment. Once the refund is agreed upon the item is to be returned unworn by 10am the following business day using the return express envelope.  Refunds will then be processed upon receipt.

LONE can provide sizing guidance as a guide only and will not be responsible if the garment does not fit upon arrival. No refunds will be provided in the instance that the garment does not fit. 

If an alternative garment is provided in place of an original booking due to change of mind or fit, any subsequent issues with the replacement garment (including but not limited to condition, fit, or delivery timing) will be eligible for a credit note only and not a refund.

In the event that an item is not delivered in time for a customers hire a full refund will be issued (excluding last minute hires). Refunds will always be processed back to the original payment method(s) used at checkout for that order. 

Nothing in these terms excludes your rights under Australian Consumer Law. Refunds will be provided where required by law however will be processed in accordance with the original payment method used.