Frequently Asked Questions

Contact us if you can't find the answer you're looking for below.


How far in advance can I book a rental?

You can book up to 30 days in advance, right up to midday the day before (Monday-Friday).

When should I schedule my rental to arrive?

Where possible, we recommend you book it for 2 days before your event, so we have time to get a replacement out to you if necessary. 

For example, if your event is on Friday, we suggest you order your 4-day rental for Wednesday delivery (Day 1) and will ask you to return it on Saturday (Day 4).

Do you offer refunds?

Yes we do, refunds are easy! Please complete our refund form and then return the item to us. We will refund the price of any unworn item that is returned on or before the final day of your rental period, in the same condition in which it was received, with the swing tag and ribbon still attached. 

If you rented multiple garments, please return them all together - both worn and unworn.

Can I try an item before I rent it?

If you're unsure of size we suggest you add an extra size or style to your rental, and simply return the unworn item for a refund. 

However if you still wish to try your outfit in advance of your event, we suggest you book in a 4-day rental, try it on without removing the swing tag and ribbon, then return it for a refund. Or book a 16-day rental so you have plenty of time to try it on before your event!

Can I rent more than one item?

You can rent up to 5 items at any one time, and you can buy as many items as you like. Simply add extra items to your basket and proceed as normal. 

When will you take payment for my rental?

Payment will be taken at the time you place your order.

Can I cancel my order?

If you no longer require your rental, just let us know and we will cancel the order on your behalf and process a refund. If it has already been shipped we will need you to return it to us before we process your refund.

What if my rental doesn't fit?

Contact us as soon as possible and we will aim to get a replacement out to you in time for your event. We will ask you to cover any additional delivery costs.

Alternatively, just send it back to us for a refund. 

Will my rental need to be washed or steamed upon arrival?

Your rental will have been dry cleaned and steamed before it’s sent out to you, however it may become slightly creased in transit and require a quick steam.

Please avoid ironing where possible. If you don’t have a steamer, an iron with holes can also double as a steamer, just hold the iron a short distance from the clothes and use the steam option - it really does work! Otherwise, try hanging the item in the bathroom whilst you’re having a hot shower.

Should I wash my rental after I've worn it?

No! This is really important: Please do not attempt to wash your rental items, especially if the garment becomes stained or damaged. It’s always best left in the capable hands of our professional dry cleaners. We won't charge for cleaning.

How long can I keep my rental for?

When placing your order you can choose to keep for 4, 10 or 16 days. You can wear the garment as many times as you like during your rental period, we just ask that you do not wash it. 

If you would like to keep items for longer than 16 days, contact us and we will always try to accommodate this where possible. Or you will usually have the option to buy your rental and keep it forever (see below).

Can I buy my rental to keep?

Yes in most cases your rental will be available to buy. Just click KEEP FOREVER next to the item on your orders page or your return reminder email, and check out on or before your return date. The rental fee you paid will be discounted. Then it's yours to keep, no need to return it. 

What happens if I damage it?

Nothing. All our rentals are insured against damage and stains so please do not worry, we understand accidents happen and we will not charge you for them. Please just be as careful as you can, and make sure you return the garment to us, whatever condition it's in. We can fix almost anything!

What happens if I lose it?

In the unlikely event that you lose your rental (or if it's simply never returned to us) we reserve the right to charge you the current value of the item, which will typically be its current 'nearly-new' price - discounted from RRP. Please contact us as soon as possible after loss.

What if I send it back late?

We charge up to £25 a day for late returns. Please be assured that when you return an item it will be scanned immediately at drop-off, so you will never be held responsible for any delays or postage issues.

Delivery & Returns

How does delivery work?

Delivery is free and easy.

Your delivery will arrive on (or before) Day 1 of your rental period. You will receive a text when it's on its way to you the day before, and will be notified of your 1-hour time slot on the morning of delivery.

You will have the option to rearrange, change delivery location or ask the courier to leave it in a safe place.

Do you do next-day delivery?

Yes we do. Monday-Friday before 12pm you can order a rental to arrive the very next day.

When do I send my rental back?

We ask that you return it to us on (or before) the final day of your rental period. Your order confirmation email will clarify what date this is.

How do I send back my rental?

Please pop the item(s) back into the reusable mail bag, make sure it’s secure and attach the relevant pre-paid label. You can choose from DPD or Royal Mail. Then drop the parcel into your nearest DPD drop-off point or Post Office.

What if my return falls on a Sunday?

We always give you an extra day if your return falls on a Sunday, so you can drop it off on Monday instead. 

Do you ship internationally?

Yes we do ship internationally for purchases (not rentals) £50 and over. We also charge £15 for all international delivery. Please allow an extra couple of days for delivery, and please be aware that our pre-paid returns service is for the UK only so if your item does need to be returned, we ask you to arrange this yourself. Please also note you will be responsible for paying import VAT and any import duties for purchases sent from the UK, and any additional fees charged by the courier. 

Items to buy

What does 'buy new' mean?

Some items are available to buy 'new' which means they are brand new and unworn, with the original retailer tags on. These items are typically sold at RRP and in some cases will be delivered direct to you from the brand. 

What condition are 'nearly-new' items in?

The item will have been previously rented, but will still be in excellent condition. It has only ever been owned by us, meaning it's only been professionally cleaned and cared for. It will look nearly-new.

How are 'nearly-new' items priced?

These items will typically be discounted by at least 15-20% of RRP, often more as time goes by, but supply is limited. 

What is the outlet?

The Outlet holds both new and nearly-new items at significantly discounted prices. All worn items will still be in nearly-new condition. Essentially this is our sale. 

When will my delivery arrive?

Purchases will typically arrive by your 'receive by' date, which is displayed on each item. Usually this will be the very next day if you order by 12pm Monday-Friday if we have the item in stock. It will be delivered by tracked DPD courier. 

However for some outlet orders we use 48-hour Royal Mail so please allow an additional 2-3 days for delivery of outlet orders, or contact us if your order is required sooner.

If there is a delay to your receive-by date we will contact you. 

What is your refund policy on purchases?

On all purchases, including outlet, you have 14 days from the delivery date to return the item for a refund. Please complete our refund form, place the item back into the reusable mail bag, attaching the pre-paid DPD or Royal Mail label enclosed, then drop the parcel into your nearest DPD drop off point or Post Office. To be eligible for a refund the item must be returned in its original condition, with the swing tag and ribbon still attached. Any items returned outside of the 14-day window will not be refunded. 

How much does delivery cost?

Delivery and returns are free.