FREQUENTLY ASKED QUESTIONS
GENERAL
How does The Dress Lab work?
HIRE
once you have found your dream dress on our website, check it's available for your event dates and then lock it in! You have the option of a 4 day or 8 day hire.
WEAR
You will receive your dress on or before your selected hire date, wear your dress for your event and have the best time ever!
RETURN
After your event put your dress back in the same box and postal bag it came in. Attach the shipping label (included in box) to the front and post back over your closest Aus Post counter by 4pm on your return date.
Where are you located?
We are based in Carrum Downs, Melbourne VIC.
We post Aus Wide via Australia Post 🖤
How long can I hire the dress for?
We have 4 or 8 day hires available on our website.
If you require a duration outside this timeframe, send us a message and we will see what we can do!
Can I hire the dress mid week?
Please contact us to discuss. This is on a case by case basis.
My dream dress isn’t available for my date, what can I do?
Send us an email and we will see what we can do to help you!
What if I damage the dress?
Dry cleaning is included in your hire.
There will be no fees charged for small stains as long as stains can be removed.
$100 minor repair insurance is also included in your hire fee.
Full t&c's for cleaning & damage can be found HERE.
Should I clean the dress if I get tan on it or spill something on it?
No, please under no circumstances attempt to clean the dress yourself.
If you spill something or are concerned about a mark flick us an email immediately and we will provide support on what to do.
Can I hire for a non bridal event?
Yes absolutely! While we don't promote this you are more then welcome to hire our dresses for any special event you may have. The same hire process and policies apply.
Can I take the dress overseas?
Yes absolutely! as long as you still adhere to the start and return date of your hire.
Delivery & Returns must be made within Australia though, you can not post your dress back from overseas.
If you plan on taking your dress for a holiday, we would appreciate you letting us know just so we can be aware incase any hiccups occur.
SIZING & FIT
How do I know if a dress or other item will fit me?
It is difficult to say with 100% certainty whether something will fit.
Ways you can ensure you get the right fit:
- Read the "Size & Fit" descriptions on the dress product page. We put honest comments around sizing and also best fit for body shapes.
- Check the size guide on the relevant brand website.
- Look at size reviews of the dress on google.
- Book a try on with us. We offer try on's by appointment if you are local or willing to travel. We are based in Carrum Downs, Melbourne VIC.
If you’re still in doubt, or have any questions, just contact us.
Can I try the dress on before I hire?
Yes, absolutely!
Try on's are available via appointment only. There is a $20 fee for try on's.
Please contact us or message us on Instagram to arrange a day and time.
We are located in Carrum Downs, Victoria.
What if my dresses arrives and doesn't fit or I decide to wear something else?
Unfortunately, our standard terms can't offer you a refund, credit or replacement when this occurs.
Please see Cancellation & refunds policy HERE.
DELIVERY
How much is delivery?
$31 which includes Aus wide Express shipping delivery & return.
We also offer pick up from Carrum Downs - free of charge.
Is a signature required for delivery?
All parcels as marked as 'authority to leave' however, we can not guarantee that it will be left without signature.
Australia Post makes this decision at the time based on whether they believe it is safe to do so, and this is completely out of our control.
If you require a signature for your parcel, you must specify this in the delivery instructions at check out.
Do you deliver to PO boxes?
No. PO boxes and lockers will not be accepted.
Can I place a last minute order?
We will try and support last minute orders as much as possible!
Please email us with your request and include dress selection & size. If available we will discuss delivery with you or pick up is available in Carrum Downs.
CANCELLATIONS & RETURNS
How do I return my dress?
All items hired through The Dress Lab are to be returned in the box and postal satchel they are received in. We will include a prepaid Australia Post Express Post satchel for returning the item back to us.
You can read the full terms of return HERE.
What happens if I return my dress late?
If for any reason you post back the rental item(s) on a day after the “Return On” specified, late fees may apply. We will often allow a grace period of 1-2 days for this, but only if it doesn't affect a future booking for another customer. If it does affect this, late fees will be enforced.
Read full conditions HERE.
What if my hire ends on a Sunday or public holiday and I can't take it into an Aus Post branch.
If your "Return on" date falls on a Sunday or a public holiday, you may post the item on the next working day.
If you aren't able to attend an Australia Post store to post back the item over-the-counter, you may return the parcel via a yellow Australia Post Express Post street postbox. This is at your own risk.
If the parcel is lost and is never scanned by Australia Post, you will be liable for replacement.
Can I change or cancel my order?
Yes, date changes and cancellations are fine!
However based on the notice period provided by you, will impact whether you get a refund or credit notice.
Read the full policy HERE.