CANCELLATIONS & REFUNDS

Returns for change of mind or an unsuitable size/fit are not offered unless specified otherwise by The Dress Lab. It is your responsibility to ensure you are booking the correct size and style, though we will always try to help with guidance if you want to get in touch with us before booking. We recommend utilising our Melbourne based Try On service where possible to limit disappointment.

Incorrect Sizing & Exchanges
In cases where you have received your item and it doesn't fit, you can email us immediately to request an exchange. If we have an alternate size available we can arrange an exchange.
Delivery fees will apply. Local pick up available at no cost.

For cancellations on all rented items, you will be entitled to a full refund if:

• Your cancellation request is received in the first 24 hours after placing your order, as long as it is still more than 72 hours from your booking start date and your package hasn't yet been dispatched, OR
• Your cancellation request is received 21 or more days prior to your booking start date.

You will receive a credit note if:

• Your cancellation request is received less than 21 but more than 7 days prior to your booking start date for the full amount paid including postage. The credit note can be used to rent any item from The Dress Lab website and will have a 12 month expiry.
• Your cancellation is received 7 days or less prior to booking date. A store credit at 50% of the rental price will be issued with a 12 month expiry.

We understand that sometimes things happen. For cancellations of exceptional circumstances, refunds or credit notes will be at the discretion of The Dress Lab.

Cancellation requests can be made via our contact form.

CANCELLATIONS MADE BY THE DRESS LAB

The Dress Lab may cancel your booking, for any reason. The compensation to you will be limited to the amount you paid for the booking including postage. 

Reasons The Dress Lab may cancel your booking include, but are not limited to:

• The item is damaged by a customer that has rented the item prior to you.
• The item is lost or stolen by a customer that rented the item prior to you.
• It is deemed that it is not possible to deliver the item to you in time for your booking, due to previous late return by a customer, or for any other reason, such as postage network delays.

We will do our absolute best to mitigate the consequences in these instances, but in all cases above, you will be entitled to a full refund.

You will be entitled to a full refund, including the cost of postage, in any of the following circumstances:

• The item arrives in a condition that is not considered acceptable.
• The incorrect item is sent to you.
• The item sent to you is vastly different to the item described on our website.
• The item arrives too late for you to wear it to your planned occasion.

Please let us know immediately if you'd like to request a refund for one of the reasons listed above. Requests for a refund should be received within 8 hours after the package was delivered to you to be considered. Photos will be required for proof of issue.

In all of the above circumstances, you forfeit your right to a refund if the item(s) are worn (try-ons are accepted). If the item(s) are worn, but you still feel one of the above reasons has caused significant inconvenience, a partial refund may be offered at the discretion of The Dress Lab.

You will need to provide wait until the item is returned back to The Dress Lab before a refund can be approved. The item will need to be assessed prior to the refund being approved and processed.

Any questions about these policies feel free to send us an email via our Contact Form.