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Refund Policy

We want to be as fair as possible, but because we are a small business renting out high-demand designer pieces, we have to stick to some ground rules.  These rules are simple to understand and follow and are in place to protect you and us.

1. The "Major Issues" Rule 

We only offer monetary refunds if a garment arrives severely damaged or excessively stained beyond wearability. 

  • How to claim: You must notify us immediately with photos evidencing the damage.  Please note NZ Post tracking will be able to identify delivery timings. All garments are quality checked as parted of our assurance and packing process, so your timely assistance in supporting us to identify the damage cause is really appreciated.
  • The Deadline: The garment must be posted back within 24 hours of delivery – don’t forget to ensure your package is scanned by NZ Post on return.
  • Note: Decisions are made case-by-case at our discretion.

2. Keeping it Real: Wear & Tear 

These are pre-loved rental items, so they won't always be "brand new". We don't offer refunds for minor signs of wear that don't affect the overall look. Both the website and the garment’s “swing tag” describe the quality rating and condition of each garment.  The quality rating of each garment determines the hire price.  Our beautiful garments are described as either: 

  • Like New – The garment has no or very minor imperfections.
  • Good – The garment may have some minor imperfections such as general wear and tear and may have some slight markings, pilling or loose fraying.

3. Shipping & Courier Drama 

  • Booked in time? If you booked at least 3 full working days before your event and it arrives late due to a previous renter's late return, you get a full refund.
  • Last-Minute Orders: If you booked after our Wednesday 1 pm cutoff for the forthcoming weekend, we do not offer refunds if it's late - only a store credit.  That is, you “take the risk” if you a place an order after our 1pm deadline; while we utilise an overnight courier delivery service, we can not guarantee NZ Post services and therefore we work to the 1pm Wednesday deadline for weekend hireage.
  • Courier Delays: We aren't liable for NZ Post delays, but we will issue a store credit if your dress arrives after your event date.

4. No Refunds For: 

  • Personal Preference: If you just don't like how it looks on you or changed your mind.
  • Fit Issues: Renting without a fitting carries an inherent risk. We’re happy to help with sizing questions via email before you book and it is also a good idea to view the size charts from the various designers own website.  If the garment is returned unworn and with all “swing tags” in place, we will provide a store credit to the value of the hire fee – in order for this action to occur, you must contact us at hello@dresshirenz.co.nz.
  • User Error: Incorrect addresses, redirection requests, or choosing the wrong return date at checkout.
  • Already Worn: Any refund request made after your event date will be declined.

5. Store Credits & Timeframes 

  • Using Credit: If you paid with a store credit, any "refund" will be reissued as a store credit only.
  • Weather Events: If your event is cancelled due to weather, we offer a store credit for the value of the hire for a period of 12 months.
  • Processing: Refunds may take 5 business days to process and 5–10 business days to “hit” your bank account. We use a number of different payment platforms, so timeframes are dependent on your chosen payment method and your bank’s process.