FAQ - FREQUENTLY ASKED QUESTIONS

TheOnlyDress offers garments in different sizes as listed in the product description of each individual item. You can find sizing guides provided by the designer on our website.

If possible, please try on the item or similar at David Jones/ Myer or the brands boutique prior to renting to get a feeling for the fit of the brand.

Please also view the product description of each item for recommendations. as we endeavor to be as specific as possible describing the size and fit of each garments to ensure you are choosing an item that will fit and look good on you. Note, fabrics may stretch from the very first wear or shrink from the cleaning process. Hiring means you will not receive a brand new item.

You can view all designer size guides here.

We do not have a physical shop. We are purely an online designer dress hire service. We don’t pay shop rent or fancy overheads, which means that we can pass valuable savings on to you! We strongly encourage you to try on the dress(es) you want to hire at the designer’s boutique or at David Jones or Myer prior to making an online booking with us to ensure the dress will fit you. Please also see information under ‘what sizes do you stock’.

The calendar will show the availability for each item. We will do everything on our end to ensure that our website is kept updated with all the available stock we have on hand at all times.

If you are unsure about the delivery times in your area or if you require your garment well in advance of your event date for travel or another reason, please make a booking enquiry prior to placing an order. We endeavour to reply to every enquiry within 3hours (druing business hours Monday to Friday).

We no longer offer any ‘try-on’ service. Being an online-only boutique we do not have any facilities to allow our customers to try on a dress.

Postal try-on service has unfortunately been taken advantage of in the past and hence this service has been discontinued. Our items are in high demand and often booked or with our cleaners before the next hire period starts.

We strongly encourage you to try on the dress(es) you want to hire at the designer’s boutique or at David Jones or Myer prior to making an online booking with us to ensure the dress will fit you.

As an alternative you may enquire for extended hire (+$50 AUD more) to receive the item extra early to allow for another size or garment to be dispatched in time for your event, which gives peace of mind.

Or you may choose to order a backup dress. The hire fee of the unworn returned second (backup) dress will be credited as non expiring store credit.

WEEKEND HIRE

Our standard rental period is over the weekend (the garment will be received by Friday). You must lodge your worn hired garment at the post office or drop it in a YELLOW Express Post box with photo proof by Monday before 12pm noon.

WEEKDAY HIRE

If your hire date is during the week (Mon-Thur), the item must be returned to us by midday the next business day after the event.

EXTENDED/  HOLIDAY HIRE

This is for rental of garments longer than a weekend or for one event date (i.e. you may want to take it away on holidays.

We offer all our customers the option to book and pay for 2 items and return the unworn garment for a store credit to the value of the hire fee, which can be used towards renting another dress at another time. The unwanted and unworn dress must be returned on the day after receipt of both items via express post.

Customers can purchase an extra prepaid return postage bag from us for $15 AUD so that you can return the unworn garment to us. All tags must be intact upon return.

Yes, we at TheOnlyDress deliver our garments to customers at confirmed residential, business addresses, and PO Boxes all around Australia

TheOnlyDress’s standard delivery method is Express postage operated by Australia Post. Signature required on most orders. The return shipping charge is $20AUD.

The estimated standard delivery time for express post is 1-2 business days for metro locations – depending on your postcode and the time you submitted your order.

Upon receiving an order we will reconfirm your address and mobile number via SMS. Upon SMS confirmation we post the dress out to you so that it will arrive one day prior to your event or to arrive on the day of event at the very latest. It is upon our discretion to post the garment earlier where possible. We always aim to dispatch items extra early for your convenience. If you, however require the item extra early you may want to consider enquiring for extended hire (+$50 AUD).

Please allow 3-4 days for arrival if you live in a rural location and if in Western Australia/ Northern Territory or North Queensland.

It is the customer’s responsibility to calculate how long the dress may take to arrive to your delivery address, and ensure that you place your order with sufficient time to ensure that the garment will arrive in time for your event. Customer bears the risk of timely delivery for last minute orders.

It is further customer responsibility to confirm the correct address and mobile number in time for dispatch. Non-confirming may result in a forced cancellation of an order for a store credit or may result in the item not arriving in time. If the latter is the case, TheOnlyDress will not offer a refund.

We ship from Sydney metro 2095 until December 2019. From January 2020 we ship from Maroochydore central 4558.

Unfortunately, we do not make deliveries or allow garment pick-ups on the weekend.

We do not work with same day postal couriers and pick-up is currently not available.

However, pick-ups will be available again in the future. Please watch this space for when we make this available again.

At TheOnlyDress we like to make things as simple as possible for you, so we offer a flat rate shipping fee for return express post shipping. For only $20AUD you get two express postage bags. One containing your garment and one for the return of your dress to our office.

PLEASE NOTE: You must either lodge your return over the counter at an Australia Post Shop or you may drop it in a YELLOW POSTAGE BOX. When choosing the latter you must take a photo as proof. The use of red street boxes is not allowed under any circumstances and will result in a late fee.

All our items are returned directly to our cleaners after hire.

Every item, even those only tried on or worn once, gets cleaned and goes through our meticulous quality control and repairs process upon return.

We are proud of our high cleaning and garment preservation standards at TheOnlyDress.

Please do not attempt to clean the garment yourself under any circumstances.

Depending on the condition in which a garment is returned to us, the cleaning costs us up to $45 per item, but we only charge you a flat rate of $20 AUD.

Our hire prices stated on the website do not include the cost of hand cleaning and any repairs (if necessary) to the garment after use. The cleaning fee is added to each garment you hire upon checkout.

As of April 2018, we no longer required our customers to pay a bond when they hire from TheOnlyDress. When you place an order online you give us permission to charge your bank card in case of loss or damage of the item.

The dress hire price as stated on website + $20 cleaning fee + $20 return express postage /or $15 one-way return postage for customers that picked up the garment from us by elect to post it back to us.

Pick up is free! There are no other hidden costs. However, unfortunately, we are unable to offer pick-up at the moment.

Our prices may change from time to time as we reduce the price of older garments, and on the odd occasion, we may increase the price on the very popular and often always booked out garments.

Prices can go up or down. They are amended directly online and will be changed after the promotion finishes.

The price stated on our website is always the current and correct price.

When a garment is a few seasons old and has some general wear and tear it will be reduced in price.

Sale items are not ‘for sale’ in the sense that you will own it outright, but rather it simply means the price to hire is reduced (on sale) from its original hire price.

If an item has very strong wear and tear we will mention this in the product description, however, general wear and tear is to be expected when a garments hire fee is reduced (on sale).

If you are unsure about the condition of the specific item/ size you are interested in hiring, please do not hesitate to contact us to ask. The condition of a garment can change with every wear (customer hire).

Anyone present at the address at the time of delivery can sign on your behalf upon receiving your order.

If Australia Post attempted to deliver the parcel unsuccessfully, your parcel will be redirected to your nearest post office for collection.

We offer the following payment options to complete your booking:

  • Australian Credit/ Debit card (Visa and Mastercard)
  • AfterPay

Note, TheOnlyDress only hires within Australia accepting Australian cards.

We require you to please confirm your postal address via SMS before we will dispatch your hired garment. No item will be posted without confirmation via mobile phone. This is to double-check you entered your postal address correctly and ensures that you will receive your order at the correct address.

For anyone coming to pick up a garment from our office, we require that you send us a photo of your personal ID (front and back) via SMS prior to coming to our office.

We also require a photo of your personal ID and bank card of anyone that hires garments that have a retail value of $1500 AUD RRP or higher. This is in replace of us requesting you pay an insurance deposit.

We do our best to ensure that every dress arrives to you wrinkle-free.

After being steamed, all dresses are wrapped in tissue paper and placed in a waterproof satchel for protection.

Certain fabrics are more prone to wrinkles, and if you receive a dress with slight creases, please try steaming the garment on low heat. Alternatively, you can hang the dress in a steamy bathroom and the steam will decrease any wrinkles. When steaming in a bathroom, please be sure to hang the dress where it won’t accidentally get splashed by the shower.

Note: Please DO NOT iron the dress under any circumstances, as this may cause permanent damage.

Yes! We are very proud of our high hygiene and cleaning standards. Every return is directly posted to our cleaners PO BOX and is cleaned as soon as it is received. Even garments that have only been tried on will be cleaned to ensure there is no makeup or odors on the item.

Please note, some stains are unfortunately irremovable on certain fabrics. Hollywood tape residues may sometimes not come entirely off for example – so we ask that you please refrain from using this when wearing our garments.

BEFORE ORDERING:

TheOnlyDress offers garments in different sizes as listed in the product description of each individual item. You can find sizing guides provided by the designer on our website.

If possible, please try on the item or similar at David Jones/ Myer or the brands boutique prior to renting to get a feeling for the fit of the brand.

Please also view the product description of each item for recommendations. as we endeavor to be as specific as possible describing the size and fit of each garments to ensure you are choosing an item that will fit and look good on you. Note, fabrics may stretch from the very first wear.

AFTER RECEIPT:

TheOnlyDress does not offer monetary refunds. Our refunds are issued as non-expiring store credits only.

We do not accept emails to report on items you wish to return for a credit. Customer must notify us via SMS or phone call on the delivery day of the dress and must return the item with proof to us to qualify for a store credit of an unworn returned item.

The item must be returned by a particular time advised by our team via SMS with photo proof (of lodgement receipt or of putting item in a yellow street box) to qualify for a non- expiring store credit. We would usually ask you to return same day of receipt or next day by 12noon.

With that credit you may book another item for the same event date where possible.

Note, postage and cleaning fee cannot be credited for an unworn returned item. Our hygiene standards are very high at TheOnlyDress, which means that EVERY item, worn or only tried on by a customer, must be cleaned. That way we ensure that every following customer receives a clean item without any make up/ tan/ BO or similar.

No credit will be authorised for an item booked with a credit. Please see further under store credit below.

If you choose not to wear the garment you hired from us at your event, and do not directly notify us as soon as receiving it in the post, we, unfortunately, cannot provide you with a store credit.

Upon receiving delivery of the dress, if you notify us via phone that you are unable to wear the dress at your event, we will work with you to try to find a solution for you.

We understand that some wear and tear may be inevitable when wearing the dress you hire.

Please contact us immediately if you’ve accidentally stained or damaged the dress so that we can prepare for its return and special cleaning and/or repair.

If the damage to the dress is significant you may be asked to pay for any alteration costs or costs associated with the replacement of the garment and/or any loss of business we have incurred due to the garment no longer being available for rehire. Please refer to our Terms and Conditions for more information.

If the dress you hire from us gets lost, stolen or damaged beyond repair you will be liable to pay 150% of the retail price of the item as listed on our website or replace it with the same item in immaculate condition within 7 days.

In addition to providing us with a replacement garment, if the garment has already been booked for any future date you will be liable to pay us any incurred loss of business.

We know that when this does occur it is a rare and unfortunate event. Rest assure we will work together with you to find the best solution.

Returning your dress is quick and easy!

After your event, simply place the garment in the prepaid return express postage satchel that we provide to you, and drop it at a yellow street box (with photo proof) or lodge it at your nearest Australia Post Office on the day after your event.

Weekend hires can be returned at any time before Monday 12pm noon. All other hires must be returned on the day after the event by 12noon!

NOTE:  When choosing to post via yellow street box you must take a photo of placing it in the box as proof. The use of red street boxes is not allowed under any circumstances and will result in a late fee.

You can read our Terms and Conditions here. Many of the answers to these FAQ provide the basis of our T&C’s.

To cancel your order please reply to your order confirmation email.

Upon cancellation of your order, we will authorise a refund issued as a non- expiring store credit, that you can put towards another dress hire at another time. The shipping and cleaning fee (and extended hire fee if payed for) will be kept as part of the store credit.

If you contact us after we have dispatched the garment, your rental period has started and we will not issue a cancellation of your order.

Note, monetary refunds are not available.

Thank you for taking the time to read our FAQs.

If you are reading this then you have found our little hidden treasure!

We are rewarding all those who real all our FAQs with a 10% discount coupon. Simply enter SMART10 at checkout.

With much Love,

TheOnlyDress xx

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