Terms & Conditions

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

 

CANCELLATIONS AND REFUNDS

In the event of a cancellation no refund will be provided 5 days prior to the event. A 50% refund will be provided for bookings up to 5 days prior.

If a customer wishes to cancel their booking prior to 14 days, a full credit can alternatively be provided minus a $20 administration fee.

A booking is only finalised when the customer sends full payment, photo identification showing current address and a contact phone number.

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.

A standard dry clean is included in the price of hire at a professional dry cleaner. However, if the hire piece required 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.

 

HIRE PERIOD

The hire period is typically 3-4 days. The dress can be picked up the day prior to the event and returned back the day after the event. For postal orders the dress must be returned by 10am the first business day after the event.

If a customer fails to return the dress within the agreed time period,  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 in addition.

 

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.

 

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 4 business days prior to the event, 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.  

 

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.

 

REFUNDS

 

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

 

A refund will only be granted when there is a quality issue with the garment. 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.

 

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.