HIRE FAQ'S

Can I try on a garment before hiring?

Yes. Try-ons are available by appointment at our Melbourne-based studio between 11am–2pm on weekdays, and are subject to availability.

Try-on appointments are 30 minutes and incur a non-refundable $30 appointment fee, payable in advance. If you proceed with a hire booking following your appointment, the $30 will be deducted from the garment hire fee.

As our garments are part of an active hire rotation, availability for try-ons can be limited. Garments are professionally cleaned and prepared between hires, and there may be very little downtime between a garment being returned, made available for a try-on and dispatched for its next booking.

To help us keep garments in hire-ready condition, we kindly ask that you follow the below guidelines:

Try-on appointments are limited to 30 minutes per customer.
Please refrain from wearing make-up, remove all jewellery, and let our team know if you are wearing spray tan before trying on garments.
Please reschedule your appointment if you are unwell with a fever, cough or sore throat.

Additional charges may apply where a garment is soiled or damaged during a try-on appointment.

Can I hire a garment for a longer period of time than is currently offered by you?

We offer either a four (4) day hire or an eight (8) day hire, but we understand that on occasion you may need the garment for a longer period of time. 

Please email us detailing the date range that the garments will be required for and we will let you know if the extended hire can be arranged for this time and the hire fee that would apply.

When is the best time to start my booking period?

We recommend starting your booking period 2 business days before your event to ensure a smooth delivery. 

For the security of our customers, first-time orders will only be shipped to the cardholder's residential address or a legitimate workplace address which we can verify. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary. 

We will express-post straight to you ahead of your event. 

We require full payment at the time of booking in order to secure your booking.

How will I know when my hire order is on its way? 

As soon as we dispatched your order we will email the tracking information to you. 

Please ensure your contact details are up-to-date so that you don’t miss getting important notifications about your order.

What if I don’t receive my hire order in time?

If you do not receive your order on time, we will refund you the full hire charge providing you followed our Terms of Hire and placed your order at least four (4) business days prior to your desired delivery date.

What if I receive my hired order and the garment doesn’t fit?

It is your sole responsibility to take all available measures to ensure the fit and style of the garment is suitable for you prior to placing a Hire Order, including trying on the garment for size where possible before booking.

If your garment does not fit, we offer an unworn credit (not a refund), subject to the conditions below. The credit will be issued minus $30 postage fees and a $20 administration fee.

To be eligible for this credit, the following conditions must be met:

a. The garment is lodged for return by 3pm on the day after you receive it (12pm in the case of a Saturday delivery).
b. The original plastic tag remains attached and intact.
c. The garment is returned in unworn, unsoiled condition.

Our Terms of Hire do not facilitate a refund.

If you are in doubt or have any specific questions about the fit of the garment/s, please email us at hire@renascencestudio.com.au

I received my hired garment creased. How do I remove the creases? 

All of our garments are steamed before dispatch. You may however receive your garment with minor creasing, this is just the nature of postage but please DO NOT attempt to iron out the creases. Instead, if you have access to a clothes steamer, run the steam over the garment on low heat, or simply hang it in your bathroom while you shower and the steam will help release the creases.

Can I pick up my order?

Yes, we are happy to have you pick up in-store. You can secure your order online by selecting ‘Melbourne Pick up' above the calendar. We will then email you to arrange a time to collect your order from our Melbourne Studio located at 346 Williamstown Road, Yarraville, VIC. 3013.

Will I be charged late fees if I don't return my hire garment in time?

Garments are often booked consecutively, we therefore depend on timely returns to be able to offer an equally efficient and reliable hire service to all of our customers.

Please refer to terms of hire for information on late fees.

Do I need to have my hired garment cleaned before I send it back?

No need. We take care of dry cleaning. This is included in the cost of hire.

Please do not attempt to clean the garment/s yourself. We have them cleaned by our chosen professionals. Failed attempts at cleaning will incur repair or replacement fees in accordance with the Terms of Hire.

What happens if the garment gets soiled or damaged?

We expect customers to take reasonable care, but we also know accidents happen. Should you have an accident with food/ drink etc., please do not attempt to clean the dress yourself! Just let us know what happened and our expert dry cleaners will do the cleaning for you.

For damage to fabrics - We offer Optional Insurance for repairs up to $200.00 Inc GST.

According to the TOS, there may be extra charges in severe cases for cleaning, repairs or replacement. 

How do I return my hire?

Lodge behind the counter at your nearest Post Office on the rental return due date before 3pm on a weekday return, or 12pm on a Saturday return date . If your return due date falls on a Sunday or public holiday, you may return by post the following business day before 3pm AEST. 

Remember, DO NOT attempt to clean the garment before sending it back, even if there is a stain, leave it to the professionals. We will take it from here.

What happens if I return my hire order late? 

We depend on our customers returning their dresses in time to enable us to send it to the next customer. If you return your rental late, you will be charged a late fee (according to the TOS).

GENERAL

Where is the product shipped from?

From our studio in Melbourne.

Who pays for shipping? 

Flat Rate Express Post Delivery is $17.95 on all hire garments.

We are happy to have you pick up in-store. You can secure your order online and select ‘Pick up in-store’ at checkout. We will then email you to arrange a time to collect your order. 

How long will it take to ship my item to me?

Your Order will be delivered via Express Post and a tracking number will be provided to you via email when it has been dispatched.

What is the best way to contact Renascence Studio?

If you need to contact Renascence Studio customer service, you can email 

hire@renascencestudio.au at any time. 

Please refer to our TOS for full terms and conditions.