Hire FAQ
How long can I borrow an item?
Rental is on a weekly basis (7 days), commencing the date of delivery. If you decide to keep the item for more than 7 days, you will be charged the same borrowing fee on the 8th day you have the item in your possession. If you keep the item for another 7 days you will be charged on the 15th day and so on.
What is included in my delivery?
Your delivery will contain your garment in a garment bag or alternative bag depending on the item. "Care for me" instructions and "Return me" instructions and a pre-paid courier slip or post pack for fast and easy return.
How do I return an item?
In your delivery pack you will receive instructions on how to return your item. Returns are via courier or post dependent upon the type of item. In the case of a garment it is essential you organise a time and place when you are home for the courier to pick up the garment. A pre-paid courier slip or post pack is included in your delivery pack for easy return.
How many items can I "borrow" at once?
A maximum of 4 items can be borrowed at any one time from any individual customer.
When is my credit card charged for a garment rental?
Your credit card or PayPal account is charged as soon as we receive your order. We contact you by phone within 24hrs to confirm your order and to confirm your credit card details as we do not store credit card details from the website. If you have chosen not to send your garment back by the 8th rental day we will re-charge your card. A receipt for this charge will be sent to you. If you keep the garment for a third week, one of our customer service members will contact you to confirm you are happy to continue with payments or would like to return the garment.
What forms of payment do you accept?
We accept VISA, MasterCard and PayPal
Who pays for shipping and handling?
Nation-wide, metropolitan deliveries cost $12.95. Returning your item is FREE using our prepaid courier slip or post pack which is included in your delivery pack. Customers living outside metropolitan locations should contact us prior to placing an order as there may be the need for an additional delivery charge dependent upon the location.
What happens if my item is the wrong size?
Princessfashionhouse.com endeavours to provide you with all the necessary information to make the right decision on which size is best for you. If you have any questions on sizing please contact us by phone or email to discuss what size would best suit you. If however you do receive an ill-fitting size, we will happily exchange it for another size however garments must be returned to Princessfashionhouse.com before another is sent out. With the exception of trying on for size, Princessfashionhouse.com will not exchange garments that have been worn.
Can I get my item sooner?
If you require your item sooner please feel free to call us on 08 83442423. We will do our very best to accommodate your request however please be aware we cannot take any responsibility for delays in delivery.
How do I check my sizing?
Please refer to our sizing guide which is listed on each garment sales page or contact us either by phone or email for further sizing information
What are the advantages of Hiring vs. Buying?
Hiring is a great way to get a designer garment for a special occasion without paying a large retail price. Most of us only wear a designer outfit once or twice before it ends up tucked away in the closet never worn again. With Princessfashionhouse.com you can have the benefit of looking great without the price tag.
Something was on your website yesterday and today it's unavailable.
Due to product demand a dress that was available yesterday may not be available today. Your best option is to put your name on the 'waitlist' and we will contact you when the dress becomes available again.
What happens if the item I am borrowing becomes dirty, damaged or lost?
First don't panic and try to get the stain out yourself, you're likely to do more damage! Contact Princessfashionhouse.com as soon as possible and we will work out the best course of action.
What is wait list?
When an item you love is out of stock, you can put your name on a waitlist. You will be informed via email or phone as soon as the item returns.
What happens if I love an item and want to keep it?
The hire garments of the current season are not available for sale until the end of season or the end of the garments hire life. However Princessfashionhouse.com also sells new and if the garment you have hired is in both categories meaning the Hire section and Shop section then you are in luck! If an ex-hire garment or item is available for sale it will be listed on the website as "Ex-hire" at a reduced price dependent upon the items condition. If an item is unsuitable for sale after its hire life it will not be listed on the website for sale. If you really love your hire item and simply cannot live without it and it's not available on the website for sale, please give us a call on 08 83442423 to discuss.
I am looking for a particular designer/dress but you don't have it.
If there is a particular designer or dress you love but can't find it on our website, please send an email to sales@princessfashionhouse.com and we will try our best to source it for you.
How does membership work?
Membership is free. When you sign up as a member Princessfashionhouse.com can keep track of your level of past hire and purchases. Members will receive discounts according to their hire and purchase frequency. You will also be informed of sales, news and info regarding Princessfashionhouse.com
What happens if my garment does not arrive?
If your garment does not arrive in 4 business days please call Princessfashionhouse.com immediately on 08 83442423 and we will chase the delivery for you. Your weekly hire starts from when you receive the dress.
What if I am not home when the courier or post arrives with my item?
If your item arrives and you are not home the courier or postie will either give you a call on your phone or leave a slip with details on how to collect your item or to arrange another time you will be home to receive the item.
Your weekly hire starts from when you receive the garment.
Do I need to dry clean the garment before returning?
Do not attempt to clean or dry clean the garment. We take care of all the work involved in cleaning.
If the garment is in transit to Princessfashionhouse.com on the 8th day will I still be charged?
Princessfashionhouse.com knows when you have called either the courier company to arrange pick up or when the item was posted. So once you have made these arrangements your hire will have ended. You will not be charged for any transit time between you and Princessfashionhouse.com.
Can I reserve a garment for a special occasion?
Currently we do not accept advance bookings apart from the wish list system. The reason for this is that when a dress arrives back to us, and if it is not in great condition we do not send it out again. We cannot guarantee an item will be in a hire condition in advance. However if there is a particular dress you have an interest in for a particular event, please email us at sales@princessfashionhouse.com and we will attempt to help you where possible.
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