CANCELLATIONS

Our cancellation policy is only within 12 hours since you place your order. If you would like to cancel your order to receive a full refund, you must email us (theteam@dresshirenz.co.nz) within 12 hours of placing your order.  

If 12 hours have passed since your purchase, unfortunately we cannot offer you a cash refund. 

• OR if your order has been already shipped inside this 12 hour period, we cannot offer you a refund or exchange, 
• OR if it has been taken away from our premises, we cannot offer you a refund or exchange.

If your order is for a future date, and we have not sent it off yet, and you would like to cancel your order, please email us on theteam@dresshirenz.co.nz and we will send you a STORE CREDIT of the value you paid. 

Any STORE CREDITs issued are non-expiry.

COVID19 POSTPONED/CANCELLED EVENTS

Our cancellation policy is only within 12 hours since you place your order. If you let us know within this time frame, and your item has not already been sent off to you or it has not been taken from our premises, you will be eligible for a full refund. 

Any time after this, you will be eligible for a non-expiring STORE CREDIT for the amount you paid. For a STORE CREDIT, the garment must not have already been sent off to you by us, since COVID19 is going to be within our community, placing an order for a hired dress is at your own risk. We will no longer be offering the STORE CREDIT option IF your garment has already been sent out to you. 

To be eligible for a STORE CREDIT, you must fit the following:

1. You must let us know prior to use sending out your item to you
2. The event must be cancelled/postponed due to COVID19

Please email us at theteam@dresshirenz.co.nz if your event has been postponed/cancelled.

REFUNDS

If you receive a product that does not match the quality level that we have described our products to be at, you must contact us within 12 hours of receiving the garment to be eligible for any form of reimbursement. If you contact us AFTER your rental date, there is no reimbursement of any kind, as there is no proof that the garment was never worn. 

If the garment does arrive the day-of your event but you have already left to your event, we offer a non-expiring STORE CREDIT as courier delays are outside of our control.

If the garment arrives the day after your event, and your order was placed 3 FULL working days prior to your event date, you will be issued a cash refund. 

We do not issue refunds if the garment does not fit, or if you do not like how it sits on you. This is the risk you take when you hire something without trying it on prior. If you are unsure about sizing, or would like more information on the fit of the garment, feel free to email us on theteam@dresshirenz.co.nz so we can provide you with more information.

REFUNDS ON ORDERS NOT ARRIVING ON TIME

• If the garment does arrive the day-of your event but you have already left to your event, we offer a non-expiring STORE CREDIT as courier delays are outside of our control.

• If the garment arrives the day after your event, and your order was placed 3 FULL working days prior to your event date, you will be issued a cash refund. 

• If your order was placed after 1pm Wednesday - 1pm Thursday for the current week - and the garment does not arrive to you on time, we do not issue out cash refunds. You will be reimbursed in the form of a STORE CREDIT, minus shipping costs. Due to the late nature of the order, and postal delays being outside of our control, no cash refunds will be issued. 
• If your order was placed after 1pm Thursday, or Friday before 1pm, for the current Saturday hire, we do not issue refunds nor gift cards if the order does not arrive on time. Postal delays on such late orders are outside of our control, this will be at your own risk AND Saturday delivery option at checkout MUST be paid for.
• Orders that are classified as rural under the NZ post system, and rural delivery was NOT paid for, will not get refunded if it does not arrive on time. Please make sure you select the rural delivery option at checkout as this alerts us to send out your item promptly.
• It is deemed as it has been delivered if it is attempted for delivery, Item at depot, AND if you tried to arrange for a redelivery but does not arrive on time, we do not offer refunds. We recommend that you pick it up from the depot/post shop if our parcel has been attempted for delivery. Redelivery can cause major delays.

We always ship via overnight courier, however NZ post does not give us a 100% guarantee, therefore we are unable to give you a guarantee. Most of our garments have been arriving to our customers overnight. But there is always the chance it may not, which is beyond our control.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

SHIPPING

When returning the item for a refund, please use the pre-paid shipping bag that was provided with your rental. When using this post bag please ensure that you get the barcode scanned by a shop assistant at a New Zealand Post store, so that we are able to track its progress. If you send back the returned garment incorrectly, (either by dropping it in a drop box, or street post box), or any other way, apart from getting the barcode scanned by NZ POST, you will not be eligible for a refund/STORE CREDIT.

Incorrect methods of sending back our parcels, can cause major delays, and it can also get lost in the mail system. All of our parcels are with COURIER, and NOT Mail, so please ONLY hand it over to an NZ POST cashier. 

You may also be charged further if the garment gets lost in transit due to incorrect return method.

The garment MUST be sent back PRIOR to your rental date to be eligible for your cash refund/STORE CREDIT.

REFUNDS (IF APPLICABLE)

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 your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at theteam@dresshirenz.co.nz