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 email@example.com.
Each item has a calendar that allows you to choose your preferred rental dates depending on availability. Unavailable dates will be greyed out. Once you’ve chosen your rental period, just click ‘Book Now’ to have the item added to your cart. Then it's as simple as checking out your cart and waiting for your rental to be delivered.
Our system accepts bookings automatically, meaning you do not need to wait for your booking to be accepted or declined after check out.
Please note that many of our lenders rent out their clothing through alternative channels. Although we request that they keep their availability calendar current, unforeseen circumstances may occur. If a lender is unable to fulfil your reservation, we will promptly inform you and make arrangements for a complete refund of the product.
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. However, 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.
Your rental will be delivered via Australia Post to your nominated shipping address.
Pick up is not a standard option on our website. However, if the item you are interested is showing as available for this weekend, but you're worried it won't arrive in time if posted, please contact us. We are happy to arrange a last minute collection through the lender for you, where possible.
Please note the availability calendar will automatically block out the next 2 days. This does not mean the item is unavailable. Rented days are pink in the availability calendar. Greyed out dates are unavailable for booking, but does not necessarily mean the item is unavailable.
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.
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 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.
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.
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.
Your item must be posted back on (or before) 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 before the end of day cut off. This is usually 4pm, but for some places it can be earlier.
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.
A return satchel will be included with your item. Just place your rental in this satchel and post it through Australia Post on or before the last day of your rental period.
All items are sent and returned via Australia Post Express Post Service and can be handed into any Australia Post Office or placed in a Yellow Express Post Box. You must lodge your return on or before the last day of your rental period. If lodging on the last day, you must send the parcel before Australia Post's end of day cut off time. This differs from post box to office, but is usually between 4pm and 5pm. 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.
Please contact us within 24 hours of receiving your rental if a return satchel was not included in with the garment.
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.
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.
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.
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.
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.
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.
If your booking is eligible, you can request a cancellation by emailing us at firstname.lastname@example.org. Please include your order number in the email.
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.
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.
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.
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 book via our website. You will be notified when your item is booked and will need to fulfil the rental by shipping the garment to the customer using Australia Post Express Post service. The customer will then ship the item back to you using the return satchel you have provided. It's as easy as that!
All payments and rental transactions occur directly through Rent a Dress making it super easy for vendor's to manage and track their rentals.
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.
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.
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.
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.
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.
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 $25.90. This covers two small Australia Post Express Post Satchels. If you require larger satchels, we recommend factoring the price difference into the rental fee.
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.
You will receive an email from us notifying you of your booking. It will outline the item booked, the rental period, the price and subsequent pay out you will receive (we call this commission) and the customer details including shipping information. These details will also appear in the Orders area of 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.
Our system is automatic meaning you will receive immediate notification when a customer books your item. There is no need to accept or decline these. By booking items through our website, the rental is automatically confirmed. For this reason it is critical the availability calendar for your item/s is correct.
Our system will automatically block out 2 days before and after the rental period on your item's availability calendar. This is to accommodate for postage and cleaning. Many of you may require a longer turn around time. If that is the case, please block out the additional days required via the product as soon as you receive a booking.
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.
We understand that occasionally a customer may book a rental period that you cannot facilitate. If this occurs, please contact our Customer Service Team as soon as possible. To avoid this occurring, make sure you keep your item's availability calendar up to date. This will block out those dates where an item is unavailable.
Please be aware that recurrent cases of a lender's inability to meet a rental period due to outdated availability calendar may result in penalty charges.
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.
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.
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.
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.
Rent a Dress sets a flat rate shipping fee of $25.90 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.
Rent a Dress requires all vendors to ship their garments through Australia Post Express Post services. Collection and drop off of rentals is not currently an option on our site.
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.
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.
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.
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.
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.
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.
Vendors will be paid within 3 business days of the rental being marked as ‘shipped’.
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.
Our system will immediately block out 2 days after the conclusion of a rental period from an item's availability calendar. This is to allow the vendor time to receive the garment back, clean it and send it out for the next rental period. For many items, 2 days is not long enough for you to turn around a rental. When this is the case, we recommend blocking out additional days in the product calendar when you accept a booking, to ensure you do not receive rental requests you cannot fulfil.
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.
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.
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.
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.
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.