Please find below the answers to some of our most frequently asked questions. We have answers for both customers and lenders. Scroll down to view the lenders section. Can't find the answer you are looking for? Contact us via email hello@rentadressaustralia.com.

How do I rent an item?

To rent an item, place a booking request directly against the item listing on our website. We have a minimum 4 day hire period, with items arriving on the first day of your rental period. Select your preferred rental period on the item's availability calendar and click ‘Request to Book’ to have the item added to your cart. Check out your cart by following the prompts. The lender will be notified of your request and will have 24 hours to accept or decline it. You will be notified of accepted requests by email and text message and will need to follow the payment instructions to confirm the order. You will have 24 hours to do this. After you've paid, just sit back and wait for your beautiful outfit to be delivered to your door.

Does a lender have to accept or decline bookings?

Yes, our lenders are required to accept or decline your requests. They will have 24 hours to accept a request or it will be automatically cancelled. You will be notified via email and text message if your booking is accepted and have 24 hours to complete payment for it via the payment link provided. If you do not pay in the allotted time, the request will be cancelled.

Please note by placing a booking request with our lender, you are agreeing to make payment for the order total if your request is accepted. If we notice customers frequently not following through with payment of accepted requests, we may remove them from the site.

When will I receive my rental?

We aim for your rental to arrive on the first day of your rental period. Sometimes an owner will post it out slightly earlier (where available) to ensure it arrives on time, so on occasion it may turn up a day or two ahead of schedule. We know that things happen and occasionally Australia Post can take longer to deliver a parcel than expected. For this reason, we always recommend starting your rental period a couple of days before you intend to wear the item.

How will I receive my rental?

Your rental will be delivered via Australia Post to your nominated shipping address.

I want to rent an item last minute, but I'm worried it won't arrive in time. Can I pick it up instead?

Pick up is not a standard option on our website. However, if the item you are interested in is located near you and you would prefer to collect it, please contact us. We are happy to arrange a collection through the lender for you, where possible.

How do I rent multiple items?

Your cart is limited to one transaction at a time. If you would like to rent multiple items, please process them as separate transactions. Don't forget you can always save products to your wish list if you are deciding between a few different items.

What rental period should I book for my event?

Our standard rental period is 4 days to allow you plenty of time to receive your item. We recommend starting your rental period 2 days before you plan to wear the item, just in case! You need to return your rental by 12pm on the last day, so make sure that return date works for you. Longer rental periods are also possible, and the hire price will adjust accordingly.

Can I try on an item?

Unfortunately we do not offer try ons at this time. If you are unsure about the size or fit of an item, please contact us and we can liaise with the owner to assist you. You can further find the size guide of each item on a designer’s website.

I provided the incorrect shipping address for my booking, what do I do?

If you have provided an incorrect or unsuitable shipping address on your booking, please contact our Customer Service Team as soon as possible so we can update your rental.

If an owner has already posted your rental, we will be unable to amend the address. If a rental is delayed or lost during shipping due to the address you provided being unsuitable, you will be liable for any costs incurred to the owner as a result of the delayed or lost garment.

When do I need to return my rental?

Your item must be posted back no later than 12pm on the last day of your rental period. You must lodge your parcel with the Post Office or place it in the Yellow Express Post Box.

If your rental period ends on a Sunday or public holiday, you must post your rental back no later than 12pm the next business day. Australia Post Express Post Boxes can be used anytime, including Sunday’s and public holidays so they are a great option if you are not able to make it into a post office during opening hours.

How do I return my rental?

A return satchel will be included with your item. Just place your rental in this satchel and post it through Australia Post by 12pm on the last day of your rental period. Returns can be lodged at any Australia Post office or placed in a Yellow Express Post Box. To find your nearest post office and/or express post box, click here.

Please note that rental returns cannot be posted in a standard red letterbox. Returns posted through a red letterbox will be sent via regular post, not express, causing a delayed return to the owner.

Please ensure the 'Aviation Security and Dangerous Goods Declaration' area is signed on the parcel prior to lodgement. You will be liable for any losses incurred by the owner for delayed returns, such as the cancellation of a future rental. 

No return satchel was included with my rental, what do I do?

Please contact us within 24 hours of receiving your rental if a return satchel was not included in with the garment.

I accidentally threw out my return satchel, what do I do?

Please contact us immediately if you accidentally threw out your return satchel. We can help arrange for a prepaid return label to be emailed through to you which can be printed and used for return of the garment.

Please do not return the item without using a Rent a Dress issued return label. You may be liable if the garment is not returned on time, is returned to the wrong address or is returned without valid tracking.

My rental never arrived back to the owner, and the tracking is still ‘pending’.

While Australia Post can occasionally lose a parcel, it is very rare for this to occur without the tracking being scanned at least once. As such, we have to assume that when a return satchel is ‘pending’, and the item has not arrived back to the owner, the customer has not returned the item. You will be held liable for the cost of the lost garment if this is the case.

Australia Post will scan a satchel immediately upon the package being handed into the post office. For Express Post boxes, the satchel will be scanned when it gets to the first depot point (usually the same day as posting). We recommend always handing in your item into an Australia Post office and obtaining a lodgement receipt where possible.

Do I need to dry clean the item before return?

No! All cleaning fees are included in the rental price. Just return the item using the post satchel provided and we’ll take care of the rest.

A vendor has asked me to pay them directly, what should I do?

Rent a Dress provides you with a secure and reliable online booking platform. If you undertake a rental transaction outside of our website, you are not protected by Rent a Dress and we will not be able to help with any issues that may arise. Requesting payment outside of our website is a direct violation of our terms and conditions so please report the vendor to us immediately.

How long can I rent an item for?

Our minimum rental period is 4 days. However, our booking calendar allows you to choose a longer period if needed and the rental fee will adjust accordingly. Longer periods are subject to availability and owner discretion.

Can I book my rental to start on a public holiday?

Our system does allow you to select a date which is a public holiday as the first day of your rental period. However, please be aware that Australia Post does not deliver on these days, so your rental will be scheduled to arrive the next business day. We recommend avoiding a public holiday to ensure your rental is for the 4 full day period. Please reach out to us if you're unsure what rental period to select for your event.

Can I cancel my rental?

We know that plans may change which is why we offer refunds for any rentals cancelled more than 14 days prior to their rental commencement date. You will be eligible for a full refund, minus the initial payment processing fee.

Cancellations and refunds are not available within 14 days of the rental commencement date. Bookings made within 14 days of the rental period are non-refundable.

Our payment processing fee is 1.75% (of the order total) + $0.30 AUD per transaction when using an Australian credit or debit card. Non-Australian issued cards are subject to 3.25% + $0.30 AUD per transaction + 2% currency conversion fee.

How do I cancel my rental?

If your booking is eligible, you can request a cancellation by emailing us at hello@rentadressaustralia.com. Please include your order number in the email.

My outfit does not fit or suit me. Can I get a refund?

Unfortunately we are unable to offer a refunds for size or fit issues. Please reach out to us if you have any questions regarding size or fit of an item before placing an order and we would be happy to assist.

My rental did not arrive in time, what can I do?

If your order did not arrive in time for your event, please contact us at hello@rentadressaustralia.

Please see our terms and conditions for more information on missing or delayed items.

I’ve damaged my rental, what should I do?

We understand that accidents can occur, and these may result in damage to your rental. If you damage your rental, please contact our Customer Service Team immediately so we can assist in resolving the situation. Please include images of the damage in question. The damage may be repairable, so we still recommend you return the damaged item to the owner by the return date (last day of the rental period). That way if the damage is repairable before the next rental, you will not be liable for any losses incurred by the owner due to the delayed return.

Damages include any changes to the item that occur in your possession. Damages may include, but are not limited to, tears, stains, pulls, rips, holes, discolouration, shrinkage, zipper breaks, fraying and more.

A customer will be responsible to pay for any fees incurred in order to repair the item, such as dry cleaning, stain removal, alternations and seamstress repairs. Minor wear and tear that can not be repaired, but does not exclude the item from future rentals, may incur a small penalty fee.

An item that is damaged beyond repair is one that’s condition restricts it from being rented out and/or worn. In this situation, the customer will be responsible for paying an amount deemed appropriate by Rent a Dress. This amount will not exceed the recommended retail price (RRP) of the item and any additional fees incurred in the attempt to rectify the item.

Can I put an item on hold?

Any rental added to your bag will be reserved for 10 minutes. After this time it will expire and be removed from your cart. Adding an item to your bag automatically blocks out that rental period on the item's availability calendar. This is why we are only able to reserve your bag for a short period of time.

I am under 18, can I rent an item?

You must be 18 years or older to use Rent a Dress. If you are not, please have a parent or guardian act on your behalf. They accept all liability when using the site.

How does lending work?

A ‘vendor’ or 'lender' is anyone who lists their item up for rent on Rent a Dress. It is free to list your item.

Listed items will be available for customers to view and request to book via our website. You will be notified when you have received a booking request and will have 24 hours to accept or decline it. Requests will be automatically cancelled after this time. Accepted requests will be sent to the customer for payment. They will have 24 hours to complete payment or the request will be cancelled. Once payment is made, you will receive a confirmed order notification via email.

You will need to post the item to the customer using Australia Post Express Post service. The item should be shipped to arrive on or before the first day of their rental period. Please include a prepaid, filled out return satchel in with the order for the customer to post the item back on the last day of their rental.

All payments and rental transactions occur directly through Rent a Dress making it super easy for vendor's to manage and track their rentals.

How much does it cost to list my item?

It is free to list your items with Rent a Dress. We charge a 15% service fee on rentals. This is calculated on the booking fee of the rental only. Shipping fees are not subject to a service fee and will be transferred in full to the vendor.

How do I become a lender?

If you already have an account with us, please login and then click on the 'Become a Lender' tab. Complete the Vendor Application Form and click 'apply to be a lender'.

If you have not yet registered an account with us, please click on the 'Become a Lender' tab in our top menu bar. Complete your details under the 'Register' area and check 'Apply to become a lender?'. Then click register to create an account. A link to set your password will be sent to your email address.

Lender applications are automatically approved so you will be able to access your Lender Dashboard and start listing your products for rent immediately.

How do I list my items?

Once you have applied to become a lender, you will have a separate 'Lender Dashboard' available under your Account on our website. You can access this easily by clicking on the 'Become a Lender' tab in our top menu bar (when logged in). You can also access your Lender Dashboard by clicking on your username in the top right corner of the site, and then clicking 'Lender Dashboard'.

To add an item, click 'Add Product' on your Lender Dashboard. Complete all the necessary product fields and then click 'Save and Publish'. Your item will immediately become available on our website for rent.

When uploading products you will notice we ask for a price per day instead of a rental price. Our minimum rental period is 4 days. However, customers can rent your items for longer, and will be charged accordingly. If you want to rent your item for $100, make sure to list your product as $25 under the price per day ($100/4). If a customer wants to rent it for 5 days instead of 4, they'll be charged $125 instead of $100.

What kinds of items can I list?

Rent a Dress embodies inclusivity, which is why we do not have a minimum rental price or RRP for items. However, we find renting items with a retail value of $150 or higher is best when using the site. Garments must be in excellent, wearable condition. Minor damage such as stains not visible when worn (e.g. on the inside of the item) are acceptable but should be disclosed in the item description.

Please note that renting is a risk, and item degradation is excepted every time a garment is worn, no matter who wears it. While you can seek compensation for substantial damage to your items, we would not recommend renting out any thing with sentimental value. If you would be upset if your item was ruined, even if you were compensated for it, give renting a miss for it.

I have a large number of item's to upload. Is there an easier way to upload them?

For users with a high volume of products to upload, we can assist you in uploading these in bulk. Please contact us directly for assistance.

What rental price should I list my item for?

It is at a vendor's discretion to choose a rental price they are comfortable with. However, to ensure your item is attractive to customers, we recommend selecting a rental price that is approximately 20%-25% of the RRP of the item. The rental price should also take into consideration the condition of the item, it's age, and any additional fees you will incur from the rental, such as dry cleaning.

Please note we charge customers a flat rate return shipping fee of $29.95. This covers two small Australia Post Express Post Satchels. If you require larger satchels, we recommend factoring the price difference into the rental fee.

What images can I use to upload my item?

You must use images that you own or have the rights to use. Most images, including those from the designer, are copyrighted and should not be used unless you have written permission to use these images. Only images you have taken yourself, or received permission to use, should be uploaded.

Many phones now use the .heic file type format for capturing images. This file type is unsupported by browsers and you will be unable to upload these image types to our site. You will need to convert these images to .jpg in order to upload them. File size is also capped at 4MB per file upload. Many photos, particularly those taken on newer iPhones, are larger than this. Try screenshotting an image and uploading the screenshot instead. Otherwise there are many free and easy to use online programs where you can decrease image size.

How do I know when I have received a booking request?

You will receive an email from us notifying you that you have a booking request. It will outline the item booked and the rental period, as well as the shipping information. All details will also appear in the Bookings Request tab in your Lender Dashboard.

Make sure you check your junk inbox for these emails. Depending on your email settings our emails may end up in there. Mark us as 'not junk' or a 'safe sender' to stop them being directed there in future.

Do I have to accept or decline bookings?

Yes. You will have 24 hours to accept or decline a booking request. If you do not accept a request within 24 hours, it will be automatically cancelled. Please ensure you only accept requests that you can deliver on time to the customer. You can calculate AusPost estimated postage times here.

How do I accept a booking request?

You can accept requests via the Bookings Request area of your Lender Dashboard. Click on the request you would like to accept, and then change the status to 'Confirmed'. Click 'save changes'. If you would like to decline a request, just select 'Cancelled' instead.

I've accepted a booking request, is the order now confirmed?

No! Once a request is accepted, it will be sent to the customer for payment. They will have 24 hours to complete the order or the request will be cancelled. You will receive notification when payment is made, or if the order is cancelled.

Requests are converted to Orders when payment is made. Please refer only to the Orders tab of your Lender Dashboard for rentals that you should fulfil. It's important that you do not send out any items until payment is confirmed and the order has been converted.

What do the different statuses mean in my Bookings Request area of my account?
Pending Confirmation: You haven't accepted or declined the request.
Cancelled: The request is cancelled.
Confirmed: You've accepted and we are waiting for payment.
Paid: The request is accepted and paid for. It has been converted to an order.
How to I ‘block out’ unavailable dates in my item’s availability calendar?

Head to the Products area of your Lender Dashboard. Select the item you want to make unavailable and scroll down to the 'Blocked out dates' area. Here you can add a date range or multiple dates where the item is unavailable.

What if I have multiple of the same item available for hire?

Always create one product listing per garment to ensure each item is available to be booked at all times. For example, if you have the same dress in a size 8 and a size 10 you need to add two products to your lender store. Even if you have two of the same garment, in the same size, you should sill create two products to ensure the garments can be rented out simultaneously. You can duplicate an existing product through your Lender Dashboard, so we recommend doing this to allow for quicker uploading when dealing with items like this.

Who is responsible for cleaning the item?

You are responsible for cleaning the item so make sure you take any associated fees into consideration when choosing your rental price.

Our website will automatically block out the 2 days after the rental period when a booking is made to allow for postage and cleaning. If you need longer though, make sure you block out your availability calendar when you receive the booking.

How does shipping work?

Rent a Dress requires all vendors to use Australia Post Express Post Service to send their items to a customer. We recommend the prepaid express post satchels, which can be bought in bulk if you are a frequent renter.

You are also required to include a prepaid express post satchel with the rental for the garment's return. This return satchel should already have your return delivery address completed. Ensure you note down the tracking number for the return satchel as well.

For high value items, we recommend including insurance and signature on delivery to your parcels. These features are available for an additional cost with Australia Post.

When should I ship a rental?

You should always post your rental out so it's estimated date of arrival is the first date of the customer's rental period. Delivery time estimates for Australia Post Express Post services can be found here. Where possible, we always recommend posting slightly earlier to mitigate the risk of delays. Unfortunately the vendor is liable for any delays caused by Australia Post, so where possible, posting a few days earlier can be a great way to ensure your garment arrives in time for the customer's rental period.

Do I have to pay for shipping?

Rent a Dress sets a flat rate shipping fee of $29.95 for all customers on our website. This is to cover the cost of two small Australia Post Express Post prepaid satchels. This fee will be passed on to you in full. If you require larger satchels for your item, we recommend factoring in the additional cost in your rental price.

Can a customer collect an item?

Absolutely! While we do not currently have a collection option available to be selected through the website, we are happy to facilitate pick up and drop offs between lenders and customers. If you would like to offer collection on your items, please add the below description to each product listing.

Pick up/drop off available. If you prefer this method please add an order note to your request and then contact Rent a Dress to remove the shipping fee.

Should I use tracking for my post satchels?

Yes. You must used tracked postage for your rentals – both to and from the customer. You will need to mark your rental as 'shipped' and include the tracking number against the order in your Lender Dashboard. This is the easiest way to hang onto the tracking to the customer. However, you should also retain the tracking for the return satchel in a safe place. This will ensure you can see when the item is on its way back to you.

Australia Post have a great app that allows you to scan a tracking code quickly into your account, and label it accordingly. It's a great tool to not only store tracking numbers easily, but also follow the postage journey of your parcels.

If you do not include tracking on your post satchels, you will have no way of locating a missing item. We will also not be able to confirm if the customer returned the item to you as required and will not be able to hold them liable for any lost or delayed returns.

How do I mark my rental as 'shipped'?

When you post an order through Rent a Dress, you need to mark the order as “Shipped”. This tells us that the order has been fulfilled and triggers the release of your payment. It also notifies the customer and tells them when they can expect to receive their rental. Head to your Lender Dashboard and click Orders. Locate the order in question. Click 'Tracking Number' against the order to add the tracking for the parcel. This will automatically mark your order as shipped.

Hint: The date range filter can be used to find orders quickly, but note this is the date the order was made, not the rental date.


My rental was never returned, but the tracking says it’s on its way.

While it rarely occurs, sometimes Australia Post will lose a parcel. If the tracking for the return satchel has been updated, to confirm it was posted, you will be responsible for speaking with Australia Post regarding the lost parcel. Unfortunately, you will also be responsible for the loss of the item if it is never returned.

My rental was never returned, and the tracking is still ‘pending’.

When a garment does not arrive back to you, and the tracking for the return satchel was never updated, i.e. the parcel was never scanned, we hold the customer responsible for the loss of the item. We have to assume that the customer did not appropriately post back the item as requested. Please reach out to our Customer Service Team if this is the case so we can undertake the appropriate action to rectify the situation.

My rental did not arrive on time for the customer. What happens now?

We recommend a customer books a rental period that commences 1 to 2 days prior to the date they want to wear the garment. This allows for a buffer when there are shipping delays. However, sometimes delays occur and unfortunately the vendor has to bear the loss. If a garment does not arrive in time for a customer, you will be required to provide the customer with a full refund of the rental and shipping fees.

How do I get paid?

We will pay you out via direct debit into your nominated bank account. You can complete your bank details under the Settings area of your Lender Dashboard. Please ensure these details are up to date at all times to ensure you are paid correctly.

When do I get paid?

Vendors will be paid within 3 business days of the rental being delivered to the customer. Please ensure you mark your order as 'Shipped' and include the tracking number. Without this, we will not be able to pay you out.

Payment is made to your nominated bank account. To update your preferred account details, please head to your Lender Dashboard.

Rent a Dress charges a service fee of 15% on all rentals. This service fee will be deducted from your payment. The service fee is charged on the rental cost only. The shipping fee is not subject to a service fee.

My garment has returned to me damaged, what can I do?

If a garment is returned to you damaged, please contact our Customer Service Team as soon as possible. Please include as much information about the rental and damage, as well as any evidence of the damage such as images. Rent a Dress will assist you in mitigating the situation with the individual/s responsible for the damage and recuperating any losses you may have incurred.

Please be aware that damage and subsequent losses are determined on a case by case basis. Please refer to our terms and conditions for more information.

Can I cancel a rental?

We understand that in extenuating circumstances, you may need to cancel an upcoming rental that can not be fulfilled. If you need to cancel a rental, please contact our Customer Service Team to arrange the cancellation.

Extenuating circumstances may include:

  • Damage which places a garment in an unwearable or rentable condition
  • Lost or delayed garments
  • Sudden illness or death in a family
  • Major events such as flood, fire etc.

The lender will be required to cover the cost of the initial payment processing fee* of the order.

Please note that a vendor is not permitted to cancel a rental for 'change of mind'. It is important for customer's to know that their confirmed rentals will proceed, which is why cancellations by the vendor are only allowed on an approval basis.

*Our payment processing fee is 1.75% (of the order total) + $0.30 AUD per transaction when using an Australian credit or debit card. Non-Australian issued cards are subject to 3.25% + $0.30 AUD per transaction + 2% currency conversion fee.

How do I delete a listing?

You are free to delete listings at anytime and can do so via your Lender Dashboard. Just head to the Products area and click 'Delete' against the product. If you have upcoming rentals for your listing, you are still welcome to delete it. However you must still fulfil all orders for the item. The orders will remain under your Order area, even after you've deleted the product.

If you need to remove a listing because it has been damaged, and subsequently cancel upcoming rentals, please contact us directly and we will assist with the cancellation and refund of those orders.

What is vacation mode?

Vacation mode prevents customers from booking any of your products. If you do not want to receive bookings for any of your items, please turn vacation mode on. This can be done in the Settings area of your Lender Dashboard. You can also include a personal message which will pop up against your listings on the site. You will need to turn off vacation mode when you are ready to receive bookings once more.

Vacation mode disables any bookings, at any time, for any product you have. If you are wanting to block out a specific period for rent, i.e. you cannot facilitate bookings for August, you will need block out these dates against each product. This will ensure you continue to receive bookings surrounding these dates.

I am younger than 18. Can I be a lender?

You must be 18 years or older to use Rent a Dress. If you are not, please have a parent or guardian act on your behalf. They accept all liability when using the site.