FAQ / T&C DRESS HIRE
We want to SERVE you to make sure that all your questions are answered. Therefore we require to speak to each and everyone of you prior booking -> Enquiries form
Does TheOnlyDress have a physical venue?
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 provide a pick up option from our office space in Sydney Manly for our local customers.
OFFICE HOURS FOR COLLECTION:
Thursday 9am - 6pm
Friday 9am - 3pm
NOTE: We are closed Saturday & Sunday
Does TheOnlyDress offer try-ons?
Try-on service is unfortunately not available. Being an online only boutique we have no facilities to accommodate a try on. We are no longer offering postal try-on service as some girls unfortunately took advantage of this in the past. Our items are in high demand and likely booked or with our cleaners before the next hire period starts.
Do you have a backup dress option?
We can offer you to book 2 items and return the second garment unworn for a store credit of the hire fee. The unwanted dress must be returned on the day after receipt of items via express post. You can purchase the extra prepaid return bag from us for $15 AUD. All tags must be intact upon return.
What sizes do you stock?
We offer garments in different sizes, which range in size from Australian 4 – 14.
Our size information is based on the label or the designers sizing chart and a recommendation only. Please take care when choosing a garment to be as certain as possible it will fit you. We endeavor to be as specific as possible describing the size and fit of garments to ensure you are choosing an item that will fit you. We cannot offer a refund if an item does not fit. You may get the chance to try on the style at the brands or stockist boutique. Please note, that Camilla items often fit differently even if it's the same style in the same size! The fit of an item may change during its lifetime. Fabrics may stretch from the very first wear.
We offer the exchange of sizes or even items at any time if the necessary time is given. Please do not hesitate reaching out to liaise. We will not rest until you have the best outfit for your event!
1-3 (1 is the smallest and 3 is the largest size) or XS - XL (XS is the smallest and XL the largest size) or 8 - 12 (8 is the smallest and 12 the largest size)
Camilla does not offer size 0 or 6.
0P-3 (0P is the smallest and 3 is the largest size); only few Zimmermann styles include size 0P (6 petite)
34 - 40 (34 is the smallest and 40 is the largest size)
Does the dress arrive professionally cleaned?
YES! We are very proud of our high hygiene standards! Every return is directly posted to our cleaners PO BOX. Even garments that have only been tried on will be cleaned to ensure there is no make up or odours on the item. Please note, that there is stains that are unfortunately irremovable on certain fabrics (Hollywood tape residues may sometimes not come entirely off for example).
Does the dress arrive wrinkle-free?
We do our best to ensure that every dress arrives 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 it. Please ensure to hang the dress where it can't accidentally get splashed. Note: please do not iron the dress as this may cause damage.
How long can I hire a dress?
Our standard rental period is over the weekend (the garment is received by Friday). You either drop it off in person on Monday or lodge it at the post office on Monday before 12pm noon.
If your hire date is during the week, the item shall be returned on the next business day after the event.
TAKE-ON-HOLIDAY HIRES FOR AN EXTENDED HIRE PERIOD ARE NOW AVAILABLE FOR ONLY $50 MORE (includes 2 hire periods).
What payment method does TheOnlyDress accept for hiring dresses?
We accept Visa and Mastercard.
The price stated on Instagram differs to the cost on the website. Which one do I have to pay?
Our prices may change. They are amended directly online and will be changed after the promotion finishes. Prices may go up or down. The price stated on our website is always the relevant current cost.
What's the deal with items on sale?
The hire fee of an item goes on sale as soon as it is a few seasons old/ general wear and tear is to be expected. Sale items are not for sale/to buy, it simply means the price to hire is reduced (on sale). In case 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 on sale. If you are unsure about the condition of the specific item/size you are enquiring for, please do not hesitate asking us. The condition can change with every previous customer.
How do I know if an item is available?
PLEASE NOTE, THAT YOU ARE REQUIRED TO SUBMIT A BOOKING ENQUIRY BEFORE PLACING AN ORDER.
You will receive availability and further booking information via E-Mail. We keep items on hold for you until a specified time within you may place your order online.
Why can I not choose an event date or size on the website?
Not necessary! We have all your information already filed from your booking enquiry. However, your required clothing size and the date of event can be entered in the comment field when placing the order if you wish (very last part in check out process).
What happens if I placed an order before submitting a booking enquiry first?
That means you got yourself a store credit. Placing an order for an item without date or size requirement indicates that you are wanting a store credit with us or that you are aiming to hire this dress in one of the stocked sizes some time in the future. We will require to receive a booking enquiry next. You can state, that you have already payed for the item whilst requesting availability for a certain date. You are also able to hire something else in case the purchased article is not available for the desired event date.
We do not offer monetary refunds.
Do I have to provide information to TheOnlyDress?
We require to confirm your postal address via SMS before dispatching it. No item will be posted without confirmation via your mobile phone. Please make sure to enter the correct number in your order.
We further require a photo of the ID (front and back) from pick up clients via SMS prior to pick up.
Items at a value of $1500 AUD RRP or higher will require a photo of ID and bank card.
Do I have to pay a security bond?
A bond payment is no longer required as of April 2018. With placing an order online you give us permission to charge your card in case of loss or damage of the item.
What is the $20 cleaning fee?
Our hire prices stated on website do not include cleaning. The cleaning fee will be added later in the check out process.
Please do not attempt to clean the garment yourself under any circumstances.
Depending on the garment cleaning costs us up to $45 per item, but we only charge you a flat rate of $20 AUD.
Our items are being returned to our cleaners directly. Every item - if only tried on or worn - is getting cleaned after return. We are proud of our high standards at TheOnlyDress.
What is the total cost for hiring with TheOnlyDress?
hire price as stated on website
+ $20 cleaning fee
+ $20 return express postage
pick up is free!
no hidden costs.
What if I would like to get my dress today?
We do not work with same day couriers. You are welcome to pick up your dress from our office in Sydney Manly. Anyone can pick up on your behalf, this can be a courier f you prefer to organise a company to pick up.
How long will it take for my dress to be delivered?
Please note, that the customer bears the risk of delivery. It is up to you to choose the less risky way to receive your garment in time.
The estimated standard delivery time for express post is 1-2 business days - depending on your location & the time you submitted your order.
We will post the dress to arrive one day prior event or to arrive on the day of event. This is usually a Thursday or Friday. It is upon our discretion to post the garment earlier. Please allow 3-4 days to rural locations and WA.
Do you deliver Australia wide?
Yes, we deliver all around Australia to both, residential and business addresses, or PO Boxes.
Do I have to sign for my order?
Anyone present at the address at the time of delivery can sign on your behalf. If Australia post attempted the delivery unsuccessfully, your parcel will be redirected to your nearest post office for collection.
Is there a fee for delivery and return?
At TheOnlyDress we like to make things as simple as possible for you, so we offer a flat rate shipping fee for returning shipping.
For only $20 you get two express postage bags, one containing your garment and one for the return. Please note, that the return must be lodged at a post office and cannot be dropped at a post box. Under no circumstances is the use of a red street box allowed.
- PICK UP free + cleaning fee ($20) A$20.00
- POSTAGE express including return ($20) + cleaning fee ($20) A$40.00
- EXTENDED HIRE FEE $50 + POSTAGE express including return ($20) + cleaning fee ($20) A$90.00
Do you deliver on weekends?
Unfortunately not. In rare cases we will offer pick up on Saturdays, but this must be liaised prior to booking.
How do I cancel my order?
To cancel your order, please contact our Customer Service. We will authorise a refund issued as store credit only if the order was cancelled 7 business days prior to the begin of your rental period. We do not refund payments for a any cancellation. The bond can be refunded to your card if this was applicable to your order, the shipping fee will be kept as part of the store credit.
If you contact us after dispatch of the garment, the rental period automatically started.
We will further not issue a store credit for a cancelled order in case the required personal documents were not provided timely.
What if the dress does not fit?
Please take care when choosing a garment to be as certain as possible it will fit you. We endeavor to be as specific as possible describing the size and fit of garments to ensure you are choosing an item that will fit you. We cannot refund if an item does not fit. You may get the chance to try on the style at the brands stockist boutique. Please note, that Camilla items often fit differently even if it's the same style in the same size!
We may offer the exchange of size or item if the necessary time and availability is given. Please notify us on the day of delivery and we will see what we can do.
What if you don't wear the garment?
We can unfortunately not provide you with a refund or credit if you choose not to wear your garment for your event. Please notify us on the delivery date if you are unable to wear the dress so we can work on a solution.
How do I return my dress?
Returning your dress is quick and easy. Simply place it in the provided prepaid return satchel and lodge it at your nearest Post Office on Monday or on the day after your even. This must be before 12pm noon. Please sign and lodge the return at the post office as your proof of postage. We do not allow the use of red street boxes.
What if I accidentally damage the dress?
We understand that some wear and tear may be inevitable. Please contact us if you’ve accidentally stained or damaged the dress. You will be asked to pay for the alteration costs/ replacement of garment and or the occurring lost of business in case the garment has a booking for the following week. Terms and Conditions apply.
What if the dress is lost or damaged beyond repair?
If your dress 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. The incurring lost of business in case the garment has a booking for the following week is to be payed in addition to providing a replacement garment. We know that this is a rare and unfortunate event, and rest assured, we’ll work out the best solution for you.
Do Terms and Conditions apply?
These FAQ stipulate a part of our T&C.
Please find the full text of our Terms and Conditions here.
THANK YOU FOR READING OUR FAQ. WE HAVE A LITTLE EASTER EGG HIDDEN HERE!!
WE ARE REWARDING THE SMART READER WITH A CODE TO RECEIVE 10% OFF HIRE PRICE! ENJOY YOU LITTLE SMART COOKIE.
PLEASE USE CODE: smart10 WHEN CHECKING OUT.