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 with a prepaid return satchel tuckedinside, oruse the same satchel and you affix the enclosed pre-paid postage sticker. You wear it, feel a million dollars, then pop it straight back in the satchel 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 time frames, 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?
One flat rate of $29.95 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.
Sunshine Coast, Queensland local customers have the option of personal delivery and pick-up on Mondays and Thursdays at a flat rate of AUD $15 all-up, covering both trips. This can be to/from your home or workplace (your choice).
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, ingood 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, andruns 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.
Do I need to clean the dress before I send it back?
Please don't - we take care of all the cleaning. Just pop it back in the satchel 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 into the prepaid satchel we included in your parcel (or attach the pre-paid address sticker for return in the same environmentally friendly satchel it came to you in), seal it, and lodge it at any Australia Post outlet. The satchel return is already addressed and paid for - that's all part of your $29.95.
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 postbox, because counter lodgement is receipted, scanned and tracked straight away - which protects you if there'sever 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 price per 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 $29.95 postage.
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 Belle Robes tag attached and intact; and return it in the prepaid satchel, 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 fee) is on its way.
Why don't I get the $29.95 postage back?
Because that$29.95 has already done its job - it paid for the express delivery to you and the return satchel, which are real costs we in curwhether or not the dress ends up being worn. Everything else comes back to you.
Can I get a store credit instead of a refund?
Of course - ifyou'drather 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 attached tag and the unworn condition are how we tell. If there'sa 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 postage if the satchel's already gone out). Within 14 days,we'll pop the hire fee onto a store credit for you (less postage if the satchel'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, and every hire includes complimentary damage cover of up to $100 for exactly this. That covers minor accidental damage and any extra cleaning a dress needs afterwards, up to that amount.
If the damage goes beyond what $100 will cover, you're responsible for the further repair or replacement cost - but only up to the dress's RRP/estimated 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.
Do I need to dry-clean it before returning?
Nope - leave it to us. The standard dry-cleaning is included in every hire. Please don'twash, 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 anythingelse. 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 topurchase, 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'dalways rather hear from you early than have you worry - it'sthe whole point of doing this properly.