General Questions
How does the process work?
Once you have found the perfect dress simply use the calendar to place your booking, choose the date you would like the dress to be delivered. We recommend selecting a delivery date 1-2 days before your event. You can select to have the dress posted to you or to pick up at our Fitzroy Terrace Location. All postage orders include a return satchel to post the dress back in. If you are unsure if a particular dress is available or not please contact us.
Where are Try-Ons Located?
Try-Ons are located at our Fitzroy Terrace location In Adelaide. We will provide full address via email once a booking has been confirmed! Visit here to book!
When are Try-Ons Avaliable?
By Appointment only, operating hours are Monday to Sunday from 9am to 8pm. Can book here!
How long can I hire a dress for?
Bookings are available for 4, 8, or 14 days. The start of your booking is when the dress is received, and the end is when it should be returned.
Do I have to clean the dress?
No, we take care of the cleaning for you! Simply place your dress into the pre-paid package and drop it at your local Post Office.
What if I damage the dress?
We understand that accidents happen, If you do damage the dress in any way please contact us immediately. If the dress is not repairable, unfortunately, you will be charged the replacement value of the dress; as per the amount on our website. Any costs associated with repairs, cleaning, or damage will be deducted from your bond. If the repair or cleaning cost is less than the bond amount, the remaining balance will be refunded to you. If the bond does not cover the full cost of repairs, you will be required to pay the outstanding amount. If the dress is deemed unrepairable, the full RRP will be charged (Please note that the hire fee is separate and is not deducted from the RRP or any replacement cost charged.).
How do I get my bond back?
Once the outfit reaches us on time and with no damages or excessive staining/odour, the bond is refunded within 72 business hours.
Do I need to provide my Identification?
We may request a copy of your identification predominantly for interstate hires. Fitzroy Hire reserves the right, for insurance purposes, to collect photographic identification from all customers. This information is kept confidential and destroyed upon completion of the order.
What if I need to change or cancel my order?
If you need to cancel your order or make any changes please contact us.
Delivery Questions
How much does delivery cost?
Flat rate of $30 for Australia Express Delivery, which includes return shipping (a return satchel will be included)
Do I have to sign for my order?
No you don’t. We mark all parcels as authority to leave, if you require your parcel to be signed for please make sure to include this in the delivery instructions at checkout.
I would like to order a dress last minute, will I receive it in time for the weekend?
There is no shame in leaving things to the last minute (we all do it!). Orders placed before 1.30pm (AEST) will be despatched that day for next day delivery to metropolitan areas located within Australia’s Post next day network. Areas outside of this network will take 2-3 days to be delivered. For extra piece of mind you can use the Australia Post website to check more accurate estimated shipping times. We ship from Adelaide
How long will my dress take to be delivered?
The estimated express delivery time is 1-2 business days depending on your location. You can verify more accurate estimated shipping times on the Australia Post website. Shipping originates from Adelaide
Return Questions
How do I return my dress?
Simply place your dress in the return pre-paid satchel included in your order and lodge over the counter at an Australia Post Outlet. Adelaide local return information to be delivered via email.
What if I return my dress late?
We rely heavily on timely returns; by posting your dress back late you are potentially inconveniencing another customer. No one wants to be left without a dress so please make sure you return your dress on time! If you return your item(s) late you will incur a twenty dollar ($20.00) late fee for every day you are late If you are unable to post your item(s) back by 12pm on your return date please contact us
What do I do if I have lost my return satchel?
If you have lost your return satchel, it is your responsibility to send the order back to us via Express Post by the due date at your own expense. Please make sure to forward on tracking details. Contact us for the return shipping details.
What if my hire ends on a Sunday or public or holiday?
Simply return your dress to an Australia Post Outlet by 12pm the following business day.
Additional Questions
Return Policy
Refunds are not permitted under any circumstances. This includes postal hires, event cancellations and change of mind. Customers who need to cancel their hire and have paid in full will receive a credit note minus a $20 admin fee with no expiry provided that 14 days notice prior to the event date is given. Deposits are non-refundable and will not be put down as a credit if you cancel your hire. Please be aware items are pre-worn and may exhibit minor imperfections that do not detract from the overall quality and aesthetic of the garment. It is the discretion of Fitzroy Hire to determine if any issues with the dress exceed acceptable standards. We do not offer refunds.
Shipping
We offer Australia Wide Express Post service for all clients who require garments to be posted. We provide a tracking number which can be used to track a parcels' status and estimated delivery date. A fee of $30 is charged for express delivery, which includes a pre-paid return satchel. Postal orders are dispatched as far in advance as possible to ensure timely delivery. However, we do not take responsibility for any postal delays that occur once the items are posted, including late or lost packages. For Friday-Sunday hires, returns must be lodged at an AusPost office before 1pm on the Monday following your hire. When you receive your garment it will come packed with an extra postage satchel for you to use when returning it to us. This will already be filled out with our address. To return it, please repack the garment, fill out your details as the sender and take the parcel to an AusPost office to lodge it. Returns must be lodged over the counter at an AusPost office before 1pm, not via postal boxes, as these can cause delays and mean that the parcel isn't scanned.
Try Ons
Try on appointments are located at Fitzroy Terrace SA 5082 and are 30 minutes, late arrivals mean less time trying on. Please book two back-to-back appointments if you'd like to try on for longer than 30 minutes. We understand that circumstances can happen outside of your control, however, please respect our time as we do yours and let us
know ASAP if you cannot make your appointment Try-on appointments are free of charge. You may bring 1 person along with you to the appointment. Babies and children are welcome to attend your appointment. Please be respectful of the property, environment and garments you intend to try on, please arrive to your appointment with no fake tan, make up or any other substances that may stain or damage a garment.
Try-on appointments are for 1 person. If you have a friend that would also like to try garments on, they will need to book a separate appointment.
If you stain or damage a garment during your appointment you will be required to pay the repair / cleaning fees
Any other questions?
For any additional questions, feel free to contact us. Reach out here.