Ordering, sizing and choosing
How does dress hire actually work?
It's lovely and simple. Pick your dress and your hire period (4 or 7 days), and book online. We send it to you by express post in a home-compostable mailer, with a prepaid, self-addressed return label tucked inside. You wear it, feel a million dollars, then pop it straight back into the same mailer, attach the label, and lodge it at the post office (any Australia Post office, which is handy if you're travelling with it for your event). No cleaning, no fuss - we take care of all of that.
How do I know what size to order - will it fit me?
Size information for each garment is set out on the product page, based upon the designer's size guides. And if a dress does arrive and it doesn't fit, you're covered (see the refunds question below).
How far ahead should I book?
As soon as you know your event and you've fallen for a dress, book it in - popular pieces get snapped up around big event seasons. If your event is a little way off, the 7-day hire gives you the dress in good time and a relaxed buffer either side.
Keep in mind that even express post is not overnight, and is usually 1 - 3 business days if you're located within the express post zones (Brisbane, the Gold or Sunshine Coast, Sydney, Melbourne) or a tad longer if outside these zones. Often, Australia Post surprises us with shorter express post delivery timeframes, but it pays to be aware. If you have concerns about delivery times to you, give us a quick call or email and we'll do our best to guide you.
Delivery and postage
How much is postage?
Postage by express post is one flat rate of $17.95 per order, anywhere in Australia - and that single fee covers both the express delivery to you and the return postage home. No surprises at checkout, and nothing extra to pay to send it back.
Spend $250 or more and shipping is free - whether by express post (both ways) or local Sunshine Coast delivery and collection.
Sunshine Coast, Queensland local customers have the option of personal delivery and collection on Mondays and Thursdays only at a flat rate of AUD $15 all-up, covering both trips. This can be to/from your home or workplace (your choice).
Local Sunshine Coast: is it true I can get 5 days for the price of 4?
Yes! Because our local delivery and collection days are Mondays and Thursdays only, if you book a 4-day hire with local delivery and your delivery lands on aThursday, we collect it the following Monday - our next local day. That’s five days with your dress for the price of a four-day hire. (It applies to most Sunshine Coast postcodes; the odd public holiday can shift the collection day.)
When will my dress arrive?
We send every order by express post and aim to have it with you on or before the first day of your hire period, in good time for your event. Express post is quick, but the final leg is in Australia Post's hands and can occasionally run late for reasons outside our control. When in doubt, just ask us before you book.
Do you deliver outside Australia?
Not at this stage - we deliver within Australia only.
Your hire period
What's the difference between the 4-day and 7-day hire?
Just the length of time the dress is yours. The 4-day hire is perfect when your event is close and you want it simple. The 7-day hire gives you more breathing room - handy if your event is a little further out, you'd like to try the dress on well ahead, or you're travelling to get there.
When does my hire period start and finish?
It starts on the start date shown on your confirmation, and runs for the days you've booked. The last day of your hire period is the day you post the dress back - so just lodge your return on or before that day and you're all sorted. If your hire ends on a weekend, return it the next business day.
Do I need to clean the dress before I send it back?
Please don't - we take care of all the cleaning (it's included in your hire). Just pop it back into the same mailer as it is. (If there's an obvious spill, no need to scrub at it; leave it to us and please let us know what the spilled substance is so we can tell our dry cleaner.)
Returning your dress
How do I return my dress?
Pop it back into the same home-compostable mailer it arrived in, attach the enclosed prepaid, self-addressed return label, seal it, and lodge it at any Australia Post outlet. There's no separate return satchel - the one mailer does both trips, and the return is already addressed and paid for as part of your $17.95 (or free on orders of $250 or more).
Chose local delivery and collection?
Even easier - there's nothing to post. We'll pick the dress up from your home or workplace on a Monday or Thursday; just let us know it's ready. Your $15 local fee covers both the delivery and the pick-up.
Where exactly should I lodge it?
Over the counter at any Australia Post outlet, and hang on to the lodgement receipt as your proof of posting. We suggest the counter rather than a street post box, because counter lodgement is receipted, scanned and tracked straight away - which protects you if there's ever a question about when it was sent back to us.
What if I'm running late returning it?
Just tell us - really. A late return can leave the next customer in the lurch, so a late fee of one quarter (¼) of the agreed hire priceper day applies until it's lodged. For example, a hire agreement of $120 will attract a late return fee of $30 per day until returned, whether it's a 4- or 7-day hire. But if life has got in the way, a quick message means we can work it out with you fairly.
Refunds, credit and cancellations
It doesn't fit, or I don't love it - can I get a refund?
Yes. This is one of the ways we like to do things a bit more generously than most. If your dress arrives and it doesn't fit, or you're simply not happy with it, you can return it for a refund of your hire fee, less the applicable postage/delivery fee.
A few fair conditions, so it stays fair for everyone: let us know within 24 hours of delivery; send it back unworn, clean and undamaged; keep the 360 ID Tag attached and intact; and return it in the same mailer with the prepaid return label, lodged promptly (within 24 hours of letting us know, or preferably the same day). As long as that's all in order, your refund (less the postage/delivery fee) is on its way.
How do you know if I've worn it? What's the 360 ID Tag?
Every dress arrives with a 360 ID Tag attached - a numbered security tag placed in a prominent, visible spot so it can't be discreetly concealed if the dress is worn. It's your safeguard for a fit-or-preference refund: keep it on until you've decided. The tag itself states: “Please note: Returns will only be accepted if this 360 ID Tag remains attached.”
The 360 ID Tag, shown attached to a garment. Keep it on if you might return the dress unworn for a refund.
Why don't I get the full postage or delivery fee back?
Because it's already done its job - it paid for getting the dress to you and home again, which are real costs we incur whether or not the dress ends up being worn. So only your hire price comes back, not the delivery fee. On a fit-or-preference refund we retain $17.95 (express post) or the $15 local fee (which covers both the delivery and the Monday/Thursday pick-up); on free-shipping orders ($250 or more) we retain what the shipping would otherwise have cost - $17.95 (express) or $15 (local). Everything else - your full hire price, plus any Accidental Damage Protection fee - comes back to you.
Can I get a store credit instead of a refund?
Of course - if you'd rather hold a credit for next time, we'll set you up with one. Just let us know which you'd prefer.
What if I've already worn it?
Once a dress has been worn to your event, the hire has been used, so it isn't refundable - the 360 ID Tag and the unworn condition are how we tell. If there's a genuine fault with the dress, though, that's different: get in touch early and we'll make it right.
I need to cancel - what happens?
We understand that plans can change. Cancel 14 or more days before your start date and we'll refund your hire fee in full (less any postage/delivery fee if the order's already gone out). Within 14 days, we'll pop the hire fee onto a store credit for you (less any postage/delivery fee if the order's already gone out). Want to change your dress or dates instead? Tell us early and we'll do our best.
Damage, stains and cleaning
What if I spill something, or the dress gets damaged?
First, don't panic - a big night out and the odd splash go hand in hand. Ordinary minor marks from normal wear are expected and on us. But real damage - major staining, a tear - or cleaning beyond the standard clean is your responsibility (up to the dress's RRP). That's exactly what our optional Accidental Damage Protection is there for: add it at checkout and you're covered for accidental repair or extra cleaning up to $250 (see the next question).
If the damage goes beyond what your cover meets, you're responsible for the further repair or replacement cost - but only up to the dress's RRP as listed on its product page. We'll never charge you more than that, unless the loss or damage (including not returning it to us) is proved to be intentional or deliberate. Either way, tell us as soon as you can and send a quick photo; getting in early always works out the best.
What is Accidental Damage Protection, and should I add it?
It's an optional extra you can tick at checkout for a little more peace of mind. It covers accidental repair costs and/or extra cleaning up to a maximum of $250 per hired item. It costs $9.95 per hired item. Entirely your call - lots of customers like the reassurance, especially for a big night out.
A few things it doesn't cover: loss or theft; a return lost in transit (though you're protected if there's evidence your parcel was lodged or scanned - which is why we suggest counter lodgement); any non-garment items we might hire (bags, headwear, belts, accessories, jewellery); and deliberate damage, or damage from extreme recklessness or carelessness. And the good news: if your hire ends up being refunded (a fit-or-preference refund, or a cancellation), the protection fee comes back to you in full.
Do I need to dry-clean it before returning?
Nope - leave it to us. The standard dry-cleaning is included in your hire price. Please don't wash, dry-clean, steam or iron it yourself, as the wrong treatment can do more harm than good.
What about fake tan and perfume?
These are the sneaky ones. Fake tan, self-tanner, heavy perfume and deodorant marks cause more permanent damage than almost anything else. Apply them a little carefully and let them dry fully before the dress goes on, and you'll be grand. Also, be careful of jewellery and watches, which can snag and tear delicate fabrics.
Anything else
In what condition should the dress arrive?
Every piece is professionally dry-cleaned before it's wrapped and sent, so it should arrive fresh and looking its best. A few delicate fabrics can crease a little in transit though - if yours does, hang it in the bathroom with a hot shower running and let the steam do the work (away from any splashes, please). Just never iron it, as that can damage the fabric. Unsure about anything? Contact us first.
Although we maintain these pieces lovingly, our vintage archival dresses are, naturally, not new. Accordingly, they will display some signs of normal wear and tear.
What if the dress is lost in the post?
This is exactly why we send everything by tracked express post and ask you to lodge your return over the counter and keep the receipt. If a parcel genuinely goes missing in the post (not lost or stolen while it's with you), keep your lodgement receipt and get in touch - we'll work through it with you and sort it out fairly.
I've fallen in love with the dress - can I keep it?
We understand completely - some dresses are hard to give back. Get in touch and we'll let you know whether that particular piece is available to purchase, and at what price.
Who do I contact if something isn't right?
A real person, quickly: hello@bellerobesatelier.com.au or 0407 246 890. We'd always rather hear from you early than have you worry - it's the whole point of doing this properly.