Garment Information

At Hire by Emma, we take great pride in maintaining our garments to the highest possible standard. Every dress is professionally inspected, cleaned and prepared before being sent to its next renter.

As our garments are rental items that are enjoyed by multiple customers, we ask that every renter treats each garment with care and respect throughout the rental period.

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General Wear

Our garments are pre-loved rental items and may show minor signs of wear consistent with normal use.

Although every garment is thoroughly inspected before dispatch, you acknowledge that rental garments may not always be in brand-new condition.

Minor imperfections that do not affect the overall appearance or wearability of a garment may include, but are not limited to:

• Minor fabric wear
• Small pulls or loose threads
• Slight fading to lining
• General signs of professional cleaning
• Minor wear to zips or fastenings

Where a garment has any noticeable imperfections that may affect its appearance, these will be disclosed within the product description where reasonably practicable.

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Condition Upon Arrival

We carefully inspect every garment before it leaves Hire by Emma.

If your garment arrives with any damage or condition issue that was not disclosed, you must notify us within 8 hours of delivery or collection.

To report an issue, please:

• Email or message us immediately.
• Provide clear photographs of the issue.
• Do not wear the garment until we have responded.

Failure to notify Hire by Emma within the required timeframe may result in your claim being declined.

Compensation will not be considered where the garment has already been worn.

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Garment Care

During your rental period, you agree to exercise reasonable care when wearing and handling the garment.

Please take extra care around:

• Fake tan
• Makeup
• Food and drinks
• Wine and alcohol
• Perfume
• Jewellery
• Handbags
• Belts
• Sharp objects
• Pets
• Cigarettes and vaping devices
• Open flames or heat sources

We ask that you treat every garment as though it were your own.

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Alterations & Cleaning

Customers must not:

• Wash the garment.
• Dry clean the garment.
• Steam the garment unless instructed.
• Alter or tailor the garment.
• Repair the garment.
• Remove labels or tags.
• Cut, pin or permanently modify the garment.

If your garment becomes stained or damaged during your rental, please notify Hire by Emma as soon as reasonably possible.

Attempting to repair or clean the garment yourself may result in additional charges if further damage occurs.

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Respectful Use

Garments rented from Hire by Emma are intended for personal use only.

Unless prior written approval has been provided, you must not:

• Lend the garment to another person.
• Sub-hire or rent the garment.
• Use the garment for commercial purposes.
• Allow another person to wear the garment.

The person named on the booking remains legally responsible for the garment throughout the entire rental period.

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Missing Items

Where a garment is hired with additional items such as:

• Belts
• Scarves
• Gloves
• Sleeves
• Straps
• Accessories
• Dust bags
• Hangers (where supplied)

These items must also be returned.

Failure to return any supplied accessories may result in replacement charges.

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Damage During Your Rental

Accidents happen—we simply ask that you let us know as soon as possible.

If your garment becomes:

• Stained
• Torn
• Burnt
• Wet
• Damaged
• Lost

Please contact Hire by Emma immediately.

Prompt notification allows us to organise the best possible solution and prepare the garment for future bookings.

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Our Commitment

Every garment is professionally inspected, cleaned and prepared before each rental.

We are committed to providing beautiful, high-quality garments and appreciate every customer who helps us keep our collection in excellent condition for future renters.

Thank you for treating every Hire by Emma garment with care. 💕

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Rental Dates & Cut-Offs

At Hire by Emma, we want to ensure every customer receives their garment in time for their event. To help us prepare and dispatch orders efficiently, please read the following booking and rental information carefully.

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Rental Period

Our standard rental period is for a weekend hire.

Unless otherwise stated, your rental period begins when your garment is delivered or collected and ends when it is due to be returned.

All garments must be returned by 12:00pm (midday) on the first business day following your event, unless otherwise agreed in writing by Hire by Emma.

If you require your garment for a longer period, please contact us before placing your booking to discuss availability and extended hire options.

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Booking Confirmation

A booking is only confirmed once:

• Full payment has been successfully received.

• Your booking has been accepted by Hire by Emma.

• The selected garment remains available.

Until payment has been received, Hire by Emma cannot guarantee the availability of any garment.

We reserve the right to cancel or decline any booking where fraudulent activity, incorrect information or breaches of our Terms & Conditions are identified.

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Postal Booking Cut-Offs

To ensure sufficient processing and delivery time, postal bookings must be placed no later than:

1:00pm (AEST) on the Wednesday prior to your event.

Orders placed after this time cannot be guaranteed to arrive before your event.

If your event falls during a public holiday or peak period, earlier cut-off dates may apply.

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Local Collection Cut-Offs

For customers collecting their rental from Hire by Emma, bookings must be placed no later than:

11:00pm (AEST) on the Thursday prior to your event.

Collection instructions, including the collection address and time, will be provided once your booking has been confirmed.

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Last-Minute Bookings

Need a dress at the last minute?

Please contact us via Instagram or email before placing your booking.

Where availability allows, we will do our best to accommodate urgent bookings. However, last-minute bookings cannot be guaranteed.

Additional express postage charges may apply.

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Weekday Rentals

Weekday rentals may be available upon request.

If your event falls between Monday and Thursday, please contact Hire by Emma before placing your booking so we can discuss availability and arrange suitable rental dates.

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Public Holidays & Peak Periods

During public holidays, long weekends, Christmas, New Year's and other peak periods, booking cut-off dates and rental periods may vary.

Customers are encouraged to place their bookings as early as possible during these periods.

Hire by Emma reserves the right to adjust dispatch schedules where required due to courier operating hours or public holiday closures.

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Changes to Your Booking

If you need to make changes to your booking, please contact Hire by Emma as soon as possible.

While we will always do our best to accommodate requests, changes cannot be guaranteed and are subject to garment availability.

Additional postage or administration fees may apply where changes require express shipping or additional handling.

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Event Travel

If you are travelling before your event and require your garment to arrive earlier than our standard dispatch schedule, you must notify Hire by Emma before placing your booking.

Where possible, we will arrange early dispatch.

If you fail to advise us of your travel plans and your garment arrives after you have already departed, Hire by Emma cannot provide a refund, replacement or store credit.

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Important Information

Please ensure you:

• Book before the applicable cut-off time.

• Double-check your selected event date before checkout.

• Allow extra time for rural or remote deliveries.

• Contact us before booking if your event falls during a public holiday.

• Contact us immediately if your plans change.

Booking early gives you the best chance of securing your preferred garment and ensures we have adequate time to prepare your order for dispatch.

Postage & Late Fees

At Hire by Emma, we understand how important it is for your garment to arrive on time for your event. We work hard to ensure every order is dispatched promptly and every return is processed efficiently. Please read the following information carefully before placing your booking.

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Postage & Shipping

Hire by Emma offers Australia-wide postage and local Brisbane collection, subject to availability.

We aim to dispatch all postal bookings approximately 2–5 business days prior to your event using Australia Post or another reputable courier service.

While every reasonable effort is made to ensure your order arrives on time, delivery services are provided by third-party courier companies. As a result, Hire by Emma cannot guarantee delivery timeframes and accepts no liability for delays caused by courier providers or circumstances outside our reasonable control.

Postage fees are subject to change and may vary depending on:

• Delivery location

• Garment size

• Packaging requirements

• Courier pricing

• Express postage requests

Additional postage charges may apply to rural or remote locations.

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Delivery Responsibility

Responsibility for your garment transfers to you once your parcel has been marked as Delivered by Australia Post or our courier provider.

It is your responsibility to:

• Monitor your tracking information.

• Ensure your delivery address is correct.

• Collect your parcel promptly.

• Store your garment in a safe and secure location.

Hire by Emma is not responsible for garments that are:

• Lost after confirmed delivery.

• Stolen after confirmed delivery.

• Left unattended by the customer.

• Damaged after delivery.

• Delivered to an address provided incorrectly during checkout.

Where a garment is lost or stolen after confirmed delivery, the renter may be charged up to the full Recommended Retail Price (RRP) or replacement value of the garment.

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Courier Delays

Although we always dispatch orders within our advertised timeframes, courier delays can occasionally occur.

Hire by Emma is not responsible for delays caused by:

• Australia Post

• Courier providers

• Severe weather

• Floods

• Bushfires

• Road closures

• Public holidays

• Industrial action

• Government restrictions

• Mechanical failures

• Natural disasters

• Events beyond our reasonable control

If your garment does not arrive before your event solely because of a courier delay, Hire by Emma may, at its sole discretion, offer:

• Store Credit (excluding original postage costs); or

• A booking transfer to another available date.

Refunds will not be provided for courier delays outside of our control.

To be eligible for Store Credit due to a courier delay:

• The delay must not have been caused by incorrect delivery information provided by the customer.

• The garment must be returned within two (2) business days of being received.

• The booking must not have been placed after the advertised booking cut-off times.

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Customer Responsibility

It is the customer's responsibility to ensure that all delivery information entered during checkout is accurate.

Hire by Emma accepts no responsibility for delays or delivery issues resulting from:

• Incorrect delivery addresses

• Incorrect postcode information

• Incorrect contact details

• Failure to collect the parcel

• Incorrect shipping selections

No refund, replacement or Store Credit will be provided where delivery issues arise due to incorrect information supplied by the customer.

Where a garment cannot be recovered due to incorrect delivery information, the renter may be liable for the full replacement value of the garment.

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Travelling Before Your Event

If you will be travelling before your event and require your garment earlier than our standard dispatch schedule, you must notify Hire by Emma before placing your booking.

Where possible, we will arrange an earlier dispatch.

If Hire by Emma is not informed of your travel plans and your parcel arrives after you have already departed, no refund, Store Credit or compensation will be provided.

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Returning Your Rental

Unless otherwise agreed in writing, all garments must be returned by 12:00pm (midday) on the first business day following your event.

Postal returns must be lodged over the counter at an Australia Post Office.

Return parcels must not be placed in street posting boxes unless Hire by Emma has provided written approval.

If your return satchel has been lost or damaged, you must contact Hire by Emma immediately before returning your garment.

Any replacement satchel or additional postage costs resulting from a lost or damaged return satchel will be the responsibility of the renter.

Where an alternative return method has been approved, tracking information must be sent to Hire by Emma immediately after lodgement.

The renter remains responsible for the garment until it has been scanned by Australia Post or another courier approved by Hire by Emma.

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Late Returns & Late Fees

All garments must be returned by the agreed return deadline.

Failure to return your garment on time will incur a late fee of AUD $20 per garment, per day, unless otherwise advised by Hire by Emma.

Late fees continue to accrue until:

• The garment has been returned and scanned by Australia Post; or

• Another written arrangement has been approved by Hire by Emma.

Late fees apply regardless of whether the garment has been worn after the event.

If a late return affects another customer's booking, Hire by Emma reserves the right to recover any losses suffered, including but not limited to:

• Lost rental income

• Express shipping costs

• Compensation provided to another customer

• Administrative costs

• Additional cleaning or preparation costs

Repeated late returns may result in future bookings being refused.

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Failure to Return a Garment

Failure to return a garment without prior written approval may be treated as unlawful retention of property.

Where a garment has not been returned and reasonable attempts to recover it have been unsuccessful, Hire by Emma reserves the right to:

• Charge up to the full Recommended Retail Price (RRP) or replacement value of the garment.

• Recover outstanding late fees.

• Recover postage, administration and recovery costs.

• Refer unpaid amounts to a debt collection agency where legally permitted.

• Commence legal proceedings where necessary.

• Report suspected fraudulent activity to the relevant authorities.

The renter remains responsible for all outstanding fees until the matter has been resolved.

Payment of a replacement fee does not transfer ownership of the garment.

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Need Help?

If you have any questions regarding your delivery, return or postage, please contact Hire by Emma as soon as possible.

We're always happy to help and will do our best to ensure your rental experience is as smooth and stress-free as possible.

Refund Policy

At Hire by Emma, we understand that sometimes plans change. As a small dress rental business, every booking reserves a garment exclusively for your selected dates, meaning it is unavailable for other customers to hire. Please read our refund policy carefully before placing your booking.

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Sizing & Fit

Hire by Emma does not offer refunds, exchanges or Store Credit where a garment does not fit as expected.

Customers are responsible for reviewing:

• Product descriptions

• Size guides

• Garment measurements

• Recommended sizing information

• Customer try-on content

• Product photos and videos

Sizing recommendations are provided as a guide only and cannot guarantee fit.

If you are unsure about sizing, we strongly recommend contacting us before placing your booking.

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Booking Cancellations

Bookings cancelled within 6 hours of purchase may be eligible for a refund, provided that:

• The garment has not been packed.

• The garment has not been dispatched.

• The garment has not been allocated to another booking.

Approved refunds may incur a $5 administration and payment processing fee.

Bookings cancelled more than 6 hours after purchase are not eligible for a refund.

Where a booking is cancelled 7 or more days before the event, Hire by Emma may, at its sole discretion, offer Store Credit instead of a refund.

Store Credit is valid for 12 months from the date of issue unless otherwise stated.

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Change of Mind

Hire by Emma does not provide refunds, exchanges or Store Credit for:

• Change of mind

• Choosing another outfit

• No longer attending your event

• Finding the same garment elsewhere

• Incorrect sizing selected by the customer

• Personal preference

Once a booking has been confirmed, the garment is reserved exclusively for you and removed from availability for other customers.

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Courier Delays

While we always dispatch orders within our advertised timeframes, courier services are operated by third-party providers.

Hire by Emma is not responsible for delays caused by:

• Australia Post

• Courier providers

• Severe weather

• Floods

• Bushfires

• Road closures

• Public holidays

• Industrial action

• Government restrictions

• Mechanical failures

• Other events outside our reasonable control

Refunds will not be provided for courier delays outside of our control.

Where appropriate, Hire by Emma may, at its sole discretion, offer:

• Store Credit (excluding postage costs); or

• A booking transfer to another available date.

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Incorrect Delivery Information

Customers are responsible for ensuring all delivery information entered during checkout is correct.

No refund, replacement or Store Credit will be provided where delivery issues occur due to:

• Incorrect delivery address

• Incorrect postcode

• Incorrect contact details

• Failure to collect the parcel

• Incorrect shipping selection

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Condition Issues

Every garment is thoroughly inspected before dispatch.

If your garment arrives with damage or a condition issue that was not previously disclosed, you must notify Hire by Emma within 8 hours of delivery or collection.

To be eligible for consideration:

• The garment must remain unworn.

• Clear photographs must be provided.

• Hire by Emma must be contacted immediately.

Claims made after the garment has been worn may be declined.

Where Hire by Emma determines that the issue materially affected the rental and was not disclosed, we may offer, at our discretion:

• A full refund

• A partial refund

• Store Credit

• A replacement garment (subject to availability)

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Garment Unavailability

In rare circumstances, a booked garment may become unavailable due to circumstances beyond our control, including:

• Damage caused by a previous renter

• Loss or theft

• Manufacturing defects

• Courier issues

• Failure of a previous renter to return the garment on time

Where this occurs, Hire by Emma will make every reasonable effort to provide:

• A comparable replacement garment

• An alternative size (where available)

• Store Credit

• A full refund where no suitable replacement can be provided

Hire by Emma is not liable for any additional expenses incurred, including but not limited to:

• Hair appointments

• Makeup appointments

• Accommodation

• Flights

• Event tickets

• Photography

• Transportation

• Loss of enjoyment

• Any indirect or consequential loss

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Early Delivery & Exchanges

If your garment arrives early and does not fit as expected, please contact Hire by Emma immediately.

Where sufficient time allows and another suitable size or garment is available, we may offer an exchange at our sole discretion.

The customer will be responsible for any additional postage costs associated with the exchange.

Exchanges cannot be guaranteed and are subject to garment availability and delivery timeframes.

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Store Credit

Where Store Credit is offered, it:

• Cannot be exchanged for cash.

• Cannot be transferred to another person without written approval.

• Must be used before its expiry date.

• Can only be redeemed through Hire by Emma.

Store Credit will not be extended once expired unless required by law.

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Refund Processing

Where a refund has been approved, it will be processed back to the original payment method used at checkout.

Please allow 5–10 business days for your financial institution to process the refund.

Processing times may vary depending on your bank or payment provider.

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Australian Consumer Law

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL).

Where a consumer is entitled to a remedy under the Australian Consumer Law, Hire by Emma will comply with its legal obligations.

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Questions?

If you have any questions regarding our Refund Policy before placing your booking, please don't hesitate to contact us.

We're always happy to help you choose the right garment and ensure you have the best possible rental experience.

Damage Fees

At Hire by Emma, we understand that accidents can happen. We simply ask that you notify us as soon as possible if any damage occurs during your rental.

Every garment is professionally inspected before and after each hire. Any damage beyond reasonable wear and tear may result in additional charges.

The renter is responsible for returning every garment in the same condition in which it was received, excluding normal wear associated with a rental garment.

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Normal Wear & Tear

Hire by Emma understands that rental garments naturally experience minor wear over time.

Reasonable wear and tear generally includes:

• Minor creasing from normal wear

• Small loose threads

• Minor signs of professional cleaning

• General wear consistent with previous rentals

These types of imperfections will not result in damage fees.

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Chargeable Damage

Damage fees may apply where a garment is returned with damage beyond normal wear and tear.

This includes, but is not limited to:

• Makeup stains

• Fake tan stains

• Food stains

• Drink stains

• Wine or alcohol stains

• Oil stains

• Mud or grass stains

• Permanent marks

• Perfume stains or residue

• Cigarette burns

• Vape burns

• Burn marks from hair tools

• Wax damage

• Water damage

• Fabric pulls

• Snags

• Rips or tears

• Broken seams

• Broken zips

• Missing buttons

• Missing embellishments

• Missing straps

• Missing belts or accessories supplied with the garment

• Stretching caused by misuse

• Pet damage

• Permanent odours

• Mould or mildew caused by incorrect storage

• Damage caused by alterations or attempted repairs

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Professional Cleaning

All garments are professionally cleaned between rentals.

Customers must not attempt to:

• Wash the garment.

• Dry clean the garment.

• Spot clean the garment.

• Bleach the garment.

• Steam the garment unless instructed.

• Use stain removers or cleaning chemicals.

Attempting to clean the garment yourself may permanently damage delicate fabrics and may result in additional repair or replacement charges.

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Repair Costs

Where damage can be repaired, the renter agrees to pay all reasonable costs associated with restoring the garment.

These costs may include:

• Professional cleaning

• Specialist stain removal

• Zip replacement

• Fabric repair

• Seam repairs

• Replacement embellishments

• Express repair services

• Alteration repairs required to restore the garment

Where applicable, Hire by Emma may also recover any rental income lost while the garment is unavailable for future bookings.

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Replacement Costs

Where a garment is considered:

• Lost

• Stolen

• Destroyed

• Permanently stained

• Damaged beyond economical repair

The renter may be charged up to the full Recommended Retail Price (RRP) or replacement value of the garment.

Replacement costs may also include:

• International shipping (if required)

• Import duties or taxes

• Supplier shipping fees

• Administrative costs associated with replacing the garment

Payment of a replacement fee does not transfer ownership of the garment.

The garment remains the legal property of Hire by Emma.

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Accessories

Where a garment is hired with additional items, these must also be returned.

This includes, but is not limited to:

• Belts

• Sleeves

• Scarves

• Gloves

• Straps

• Dust bags

• Protective garment bags

• Designer hangers (where supplied)

• Any accessories included with the rental

Failure to return these items may result in replacement charges.

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Reporting Damage

If your garment becomes damaged during your rental, please contact Hire by Emma as soon as possible.

Prompt notification allows us to organise repairs and minimise disruption to future bookings.

Please provide:

• A description of the damage.

• Clear photographs where possible.

• Details of how the damage occurred.

We appreciate honesty and understand that genuine accidents can happen.

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Assessment of Damage

All returned garments are inspected upon arrival.

Hire by Emma reserves the right to determine, acting reasonably, whether damage constitutes:

• Normal wear and tear;

• Damage requiring professional cleaning;

• Damage requiring repair; or

• Damage requiring replacement.

Where charges apply, supporting information may be provided upon request.

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Payment of Damage Fees

Where damage fees are payable, the renter will be notified in writing.

Payment is required within 7 days of receiving notification unless another written agreement has been made.

Failure to pay outstanding damage fees may result in:

• Suspension of future bookings;

• Referral to a debt collection agency where legally permitted;

• Recovery of outstanding amounts through legal proceedings.

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Preventing Damage

To help protect our garments, we recommend:

• Applying fake tan at least 24 hours before wearing your dress.

• Applying makeup before getting dressed.

• Avoiding contact with rough surfaces.

• Being cautious with jewellery and handbags.

• Keeping food and drinks away from delicate fabrics where possible.

• Avoiding open flames, cigarettes and hot styling tools.

• Hanging the garment safely after your event.

Taking these simple precautions helps keep our dresses in beautiful condition for future renters.

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Our Promise

Every Hire by Emma garment is professionally cared for between rentals.

We appreciate every customer who treats our collection with the same care and respect that we do, helping us provide beautiful designer dresses for everyone to enjoy.

Payment Information & Governing Law

By placing a booking with Hire by Emma, you agree to comply with the payment terms outlined below. These terms are designed to protect both our customers and our business while ensuring a secure and transparent rental experience.

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Payment Methods

All bookings must be paid in full at the time of checkout.

Hire by Emma accepts payment through the payment methods available on our website.

A booking is not confirmed until full payment has been successfully received.

Hire by Emma reserves the right to cancel any unpaid or partially paid bookings.

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Payment Authorisation

By placing a booking, you authorise Hire by Emma to charge the payment method used during checkout for any amounts lawfully payable under these Terms & Conditions.

This may include, but is not limited to:

• Late return fees

• Cleaning costs

• Repair costs

• Replacement costs

• Outstanding postage costs

• Administrative fees

• Outstanding rental fees

• Any other charges arising under this rental agreement

Where payment cannot be successfully processed, Hire by Emma reserves the right to recover the outstanding amount through debt recovery or any other lawful means available.

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Chargebacks & Payment Disputes

By placing a booking, the renter agrees not to initiate a chargeback or payment dispute where Hire by Emma has fulfilled its obligations under this agreement.

If a chargeback or payment dispute is lodged without reasonable grounds, Hire by Emma reserves the right to recover:

• Outstanding rental fees

• Chargeback fees charged by our payment provider

• Administrative costs

• Debt recovery costs

• Legal costs where permitted by law

We encourage customers to contact us first if there is an issue with their booking so we can work towards a fair resolution.

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Fraud Prevention

Hire by Emma takes fraud seriously.

We reserve the right to refuse, suspend or cancel any booking where we reasonably suspect:

• Fraudulent activity

• Unauthorised use of a payment method

• False or misleading information

• Identity theft

• Chargeback abuse

• Suspicious transactions

• Breaches of our Terms & Conditions

Where necessary, additional identification or payment verification may be requested before a booking is approved.

Failure to provide requested information may result in cancellation of the booking.

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Identity Verification

To help protect both our customers and our business, Hire by Emma may request government-issued identification before approving a booking.

Identification may also be requested where:

• The booking is considered high risk.

• Payment verification is required.

• Fraud prevention measures are necessary.

• Additional security checks are required.

Any identification collected will only be used for verification purposes and handled in accordance with Australian privacy laws.

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Outstanding Payments

Where any payment remains outstanding, Hire by Emma reserves the right to:

• Suspend future bookings.

• Refuse future rentals.

• Recover outstanding fees.

• Engage a debt collection agency where legally permitted.

• Commence legal proceedings where necessary.

The renter remains liable for all outstanding amounts until the debt has been paid in full.

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Privacy

Hire by Emma respects your privacy and is committed to protecting your personal information.

Personal information collected during the booking process is used only for purposes including:

• Processing bookings

• Delivery and returns

• Identity verification

• Fraud prevention

• Customer communication

• Compliance with legal obligations

Your personal information will not be sold or shared with third parties except where required to process your booking or where required by law.

For more information, please refer to our Privacy Policy.

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Australian Consumer Law

Nothing contained within these Terms & Conditions excludes, restricts or modifies any rights or remedies available under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law (ACL).

Where a consumer is entitled to a remedy under Australian Consumer Law, Hire by Emma will comply with all applicable legal obligations.

If any provision of these Terms & Conditions is found to be inconsistent with Australian Consumer Law, the relevant provisions of Australian Consumer Law will prevail to the extent of the inconsistency.

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Governing Law

These Terms & Conditions are governed by the laws of the State of Queensland, Australia.

Any dispute arising from a booking, rental, payment or these Terms & Conditions shall be governed by the laws of Queensland.

The parties agree to submit to the exclusive jurisdiction of the courts of Queensland and any Australian court having jurisdiction to hear appeals from those courts.

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Limitation of Liability

To the maximum extent permitted by law, Hire by Emma shall not be liable for any indirect, incidental, consequential or special loss arising from or in connection with:

• Courier delays

• Missed events

• Travel arrangements

• Accommodation expenses

• Hair or makeup appointments

• Event cancellations

• Loss of income

• Third-party services

• Circumstances outside our reasonable control

Nothing in these Terms excludes or limits any rights that cannot legally be excluded under Australian Consumer Law.

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Force Majeure

Hire by Emma will not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events beyond our reasonable control.

These events may include, but are not limited to:

• Floods

• Bushfires

• Severe weather

• Pandemics

• Government restrictions

• Industrial action

• Transport disruptions

• Power outages

• Cyber incidents

• Natural disasters

• Failure of courier services

Where a Force Majeure event occurs, Hire by Emma reserves the right to delay, suspend or cancel bookings where necessary.

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Questions?

If you have any questions regarding payments, your booking, or these Terms & Conditions, please contact Hire by Emma before placing your order.

We're always happy to help and aim to provide a transparent, secure and enjoyable rental experience for every customer.

How to Book

Hiring your dream dress with Hire by Emma is quick, easy and stress-free. Simply follow the steps below to secure your booking.

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Step 1 – Browse Our Collection

Browse our collection of designer dresses and select the garment you love.

Each product page includes helpful information such as:

• Available sizes

• Product photos

• Garment description

• Sizing recommendations

• Rental price

• Available booking dates

If you're unsure about sizing or have any questions, please contact us before placing your booking.

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Step 2 – Select Your Event Date

Choose the date of your event using the booking calendar on the product page.

Our availability calendar updates automatically to show available rental dates.

Please ensure you select the correct event date before completing your booking.

If you accidentally select the wrong date, contact us immediately. Changes are subject to availability and cannot be guaranteed.

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Step 3 – Add Your Dress to Cart

Once you've selected your preferred size and event date, add the garment to your cart.

Before proceeding to checkout, please double-check:

• Your selected garment

• Your size

• Your event date

• Your delivery method

• Your delivery address

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Step 4 – Complete Checkout

Enter your contact, delivery and payment details.

Before completing your purchase, you must tick the Terms & Conditions checkbox confirming that you have read and agreed to our policies.

Your booking is only confirmed once full payment has been successfully received.

You will receive a confirmation email once your order has been placed.

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Step 5 – Receive Your Rental

Your garment will be carefully prepared, professionally cleaned and packaged before dispatch.

Postal rentals are generally dispatched 2–5 business days before your event.

If you have selected local collection, collection details will be provided once your booking has been confirmed.

Please inspect your garment as soon as it arrives.

If you notice any issue, contact Hire by Emma within 8 hours of delivery or collection.

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Step 6 – Enjoy Your Event

Wear your dress, enjoy your event and make unforgettable memories!

Please remember to take care of your garment throughout your rental period.

Avoid:

• Fake tan transfer

• Makeup stains

• Food and drink spills

• Burns

• Tears

• Rough surfaces

• Altering or cleaning the garment yourself

If accidental damage occurs, please let us know as soon as possible.

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Step 7 – Return Your Rental

Unless otherwise agreed, all garments must be returned by 12:00pm (midday) on the first business day following your event.

For postal rentals:

• Place the garment back into the supplied return packaging.

• Return your parcel over the counter at an Australia Post Office.

• Do not place the parcel in a street-side post box unless instructed by Hire by Emma.

• Keep your lodgement receipt and tracking number until your return has been delivered.

Late returns may incur additional fees.

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Booking Requirements

To place a booking with Hire by Emma, you must:

• Be 18 years of age or older; or

• Have a parent or legal guardian complete the booking on your behalf.

If the person wearing the garment is under 18 years of age:

• The booking must be completed by a parent or legal guardian.

• The booking must be made using the parent or legal guardian's name.

• The payment method used must belong to the parent or legal guardian.

• The parent or legal guardian accepts full responsibility for the booking and agrees to all Terms & Conditions on behalf of the minor.

Hire by Emma reserves the right to request government-issued identification to verify the identity and age of the person entering into the rental agreement.

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Before You Book

Please ensure you have:

✓ Read our Terms & Conditions

✓ Read our Refund Policy

✓ Reviewed the garment measurements and sizing information

✓ Checked your selected event date

✓ Entered the correct delivery address

✓ Read our Damage Fees and Return Policy

✓ Understood your responsibilities as the renter

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Need Help?

If you have any questions before placing your booking, we're here to help.

Please contact Hire by Emma via:

📧 Email: hirebyemmaaus@gmail.com

📷 Instagram: @hirebyemma

Our team is always happy to assist with sizing advice, availability, booking questions or anything else you may need before securing your rental. 💕

Delivery Responsibility Notice

At Hire by Emma, we take every reasonable step to ensure your rental is carefully prepared, packaged and dispatched in time for your event. Once your parcel has been handed to Australia Post or our nominated courier provider, it is tracked until delivery.

Please read the following information carefully to understand your responsibilities once your order has been dispatched.

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Dispatch

Your garment will be professionally cleaned, inspected and packaged before leaving Hire by Emma.

Once your order has been dispatched, you will receive tracking information via email or SMS (where available).

It is the customer's responsibility to monitor the tracking information provided and ensure the parcel is collected promptly once delivered.

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Responsibility After Delivery

Responsibility for the garment transfers to the renter once the parcel has been marked as Delivered by Australia Post or our nominated courier provider.

From this point onwards, the renter is responsible for:

• Collecting the parcel promptly.

• Ensuring the parcel is stored in a safe and secure location.

• Protecting the garment from theft, loss or damage.

• Returning the garment by the required return date.

Hire by Emma is not responsible for garments that are lost, stolen or damaged after confirmed delivery.

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Safe Delivery Address

Customers are responsible for providing a safe and secure delivery address during checkout.

We strongly recommend delivering your rental to:

• Your home (where someone is available to receive the parcel).

• Your workplace.

• A trusted family member or friend's address.

• Another secure location where parcels can be safely received.

If you believe your delivery address is not secure, please consider selecting an alternative address before placing your booking.

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Incorrect Delivery Information

It is the customer's responsibility to ensure all delivery details entered during checkout are accurate.

Hire by Emma accepts no responsibility for delays, failed deliveries or lost parcels resulting from:

• Incorrect delivery addresses.

• Incorrect postcode information.

• Incorrect contact details.

• Failure to collect the parcel.

• Incorrect shipping selections.

Where a parcel cannot be recovered due to incorrect information supplied by the customer, the renter may be charged up to the full Recommended Retail Price (RRP) or replacement value of the garment.

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Lost or Stolen Parcels After Delivery

Once Australia Post or our courier provider has confirmed that a parcel has been successfully delivered, Hire by Emma cannot accept responsibility for:

• Parcels stolen from your property.

• Parcels collected by another person at your address.

• Parcels left unattended.

• Parcels damaged after delivery.

Where a garment is lost or stolen after confirmed delivery, replacement charges may apply.

If your parcel has been marked as delivered but cannot be located, we recommend:

1. Checking around your property.

2. Checking with household members or neighbours.

3. Contacting Australia Post immediately.

4. Contacting Hire by Emma so we can assist where possible.

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Signature on Delivery

Some deliveries may require a signature upon delivery.

Where a signature is not required, the courier may leave the parcel in a location they consider reasonably safe.

Hire by Emma has no control over where parcels are left once delivery has been attempted.

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Authority to Leave

If you provide Authority to Leave (ATL) instructions to Australia Post or another courier provider, you acknowledge that you do so at your own risk.

Hire by Emma accepts no responsibility for parcels that are lost, stolen or damaged after being left unattended under an Authority to Leave request.

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Delayed Deliveries

While every effort is made to dispatch orders on time, delivery services are operated by independent courier providers.

Hire by Emma is not responsible for delays caused by:

• Australia Post.

• Courier providers.

• Severe weather.

• Floods.

• Bushfires.

• Road closures.

• Public holidays.

• Industrial action.

• Government restrictions.

• Mechanical failures.

• Other events beyond our reasonable control.

Where appropriate, Store Credit or a booking transfer may be offered in accordance with our Refund Policy.

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Returning Your Rental

The renter remains responsible for the garment until it has been lodged with Australia Post or another courier approved by Hire by Emma.

Please ensure:

• The garment is returned in the supplied packaging.

• The parcel is lodged over the counter at an Australia Post Office.

• You keep your lodgement receipt and tracking number until the parcel has been successfully delivered back to Hire by Emma.

Failure to follow the return instructions may result in delays, additional charges or late fees.

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Need Assistance?

If you experience any issues with your delivery, please contact Hire by Emma as soon as possible.

While we cannot accept responsibility for parcels after confirmed delivery, we are always happy to assist you in working with Australia Post or the relevant courier provider to help locate your parcel wherever possible.

HIRE BY EMMA

TERMS & CONDITIONS

By placing a booking with Hire by Emma, you acknowledge that you have read, understood and agree to be legally bound by these Terms & Conditions. These Terms form a legally binding rental agreement between you ("the Renter") and Hire by Emma ("Hire by Emma", "we", "our" or "us").

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1. General Terms

Hire by Emma reserves the right to amend, modify or update these Terms & Conditions at any time without prior notice.

It is the responsibility of every renter to ensure they have reviewed the most current version of these Terms before placing a booking.

All prices, rental fees, promotions, discounts and offers are subject to change without notice.

All garments remain the sole legal property of Hire by Emma at all times.

Payment of rental fees, cleaning fees, repair fees, replacement costs, damage fees or any other charges does not transfer ownership of any garment under any circumstances.

Rental garments may only be worn by the person named on the booking unless prior written approval has been provided by Hire by Emma.

Bookings are not confirmed until full payment has been successfully received.

Hire by Emma reserves the right to refuse service, cancel bookings or decline future rentals at its sole discretion where fraudulent, abusive, threatening, unlawful or suspicious behaviour is identified.

Any photographs, videos or social media content featuring Hire by Emma garments may be reposted or used for promotional and marketing purposes unless written notice is provided prior to publication requesting otherwise.

The renter acknowledges that the sections relating to bookings, payments, postage, late fees, damage, cleaning, replacement costs, refunds and governing law form part of this legally binding agreement.

 

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2. Age Requirement & Legal Capacity

By ticking the agreement box at checkout and completing a booking, the renter confirms that they are at least eighteen (18) years of age and legally capable of entering into a binding agreement under Australian law.

If the person intending to wear the garment is under the age of eighteen (18), the booking must be completed by a parent or legal guardian who is at least eighteen (18) years of age. The parent or legal guardian must complete the booking using their own name and payment method, accept these Terms & Conditions on behalf of the minor, and accept full legal and financial responsibility for the booking, including any rental fees, late fees, cleaning costs, repair costs, replacement costs, postage charges or any other amounts payable under this agreement.

Hire by Emma reserves the right to request government-issued identification or additional verification to confirm the age and identity of the person entering into this agreement. Any booking found to have been made using false, misleading or fraudulent information may be cancelled without refund. By accepting these Terms & Conditions during checkout, the person completing the booking warrants that all information provided is true, accurate and complete.

Hire by Emma reserves the right to request government-issued identification or any additional verification necessary to confirm the identity and age of the person entering into this agreement.

Providing false information, using another person's identity or making a booking without legal authority may result in immediate cancellation without refund and may be reported to the relevant authorities where appropriate.

By accepting these Terms during checkout, the person completing the booking warrants that all information supplied is true, complete and accurate.

 

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3. Rental Ownership

Every garment rented through Hire by Emma remains the exclusive property of Hire by Emma.

Under no circumstances does payment of rental fees, cleaning fees, replacement costs or any other charges transfer ownership of any garment.

Where a garment is lost, stolen, destroyed or damaged beyond economical repair, payment of the replacement value does not transfer ownership of that garment to the renter.

Hire by Emma retains all ownership rights over every garment regardless of any payments made by the renter.

 

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4. Bookings & Rental Confirmation

Bookings may be placed up to six (6) weeks in advance, subject to availability.

A booking is only confirmed once payment has been received in full.

Hire by Emma does not reserve garments without payment.

Where payment is not completed, the garment may become available for another customer to rent.

Hire by Emma reserves the right to decline, suspend or cancel any booking where fraud, chargeback abuse, suspicious activity or breaches of these Terms are suspected.

Additional identity verification may be requested before any booking is approved.

Failure to provide requested verification may result in cancellation of the booking.

 

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5. Rental Dates & Booking Cut-Off Times

Postal bookings must be placed no later than 1:00pm (AEST) on the Wednesday before the event unless otherwise advised during public holidays or peak periods.

Collection bookings must be placed before 11:00pm (AEST) on the Thursday before the event unless otherwise advised.

Customers requiring last-minute rentals are encouraged to contact Hire by Emma before placing an order to discuss availability.

Failure to meet booking cut-off times may result in cancellation of the booking.

Where a booking is cancelled because the booking cut-off was missed, Hire by Emma is not required to provide a refund. Store credit may be issued at our discretion.

Weekend rentals are the standard rental period offered by Hire by Emma unless otherwise agreed in writing.

Weekday rentals may be available upon request.

 

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6. Garment Information & General Care

General Wear

The renter acknowledges that all garments are rental items that have been professionally cleaned and worn by previous customers.

As a result, garments may display minor signs of wear consistent with normal rental use.

Hire by Emma takes every reasonable step to maintain every garment to a high standard, however garments may not always be in brand-new condition.

Customers concerned about the condition of a garment are encouraged to contact Hire by Emma before placing their booking.

Garment Care

The renter agrees to exercise reasonable care while wearing any garment.

Extra care should be taken around:

• During your rental period, you agree to exercise reasonable care while wearing and handling the garment. Please take extra care around jewellery, handbags, belts, watches, fake tan, makeup, food, drinks, perfume, cigarettes or vaping devices, pets and sharp objects, as these may cause stains, tears, burns or other damage to the garment.

  The renter must not wash, dry clean, steam (unless expressly instructed by Hire by Emma), alter, repair, remove tags from, or pin, tape or permanently modify the garment in any way. If the garment becomes stained or damaged during the rental period, Hire by Emma must be notified as soon as reasonably possible. Attempting to clean or repair the garment yourself may result in further damage and additional charges.

If any stain, mark or damage occurs during the rental period, the renter agrees to notify Hire by Emma immediately.

Failure to report damage may result in additional fees.

Respectful Use

Garments are rented solely for lawful personal use.

No garment may be sub-hired, loaned, lent or worn by another individual without prior written approval from Hire by Emma.

Unauthorised use of Hire by Emma garments constitutes a breach of this agreement.

7. Postage & Shipping

Hire by Emma offers both Australia-wide postage and local Brisbane collection, subject to availability.

We aim to dispatch all postal bookings approximately 2–5 business days prior to your event using Australia Post or another reputable courier service selected at our discretion.

While every reasonable effort is made to ensure your order arrives on time, delivery services are provided by independent third-party carriers. Accordingly, Hire by Emma cannot guarantee delivery timeframes and accepts no liability for delays caused by courier providers or circumstances beyond our reasonable control.

Postage fees are subject to change and may vary depending on garment size, delivery location, packaging requirements and courier pricing.

Additional postage charges may apply to rural or remote locations.

Customers selecting delivery to rural or remote areas acknowledge that extended delivery times may occur and accept the associated risks.

To minimise the risk of delays, Hire by Emma recommends shipping to a metropolitan address where possible.

 

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8. Delivery Responsibility

Risk and responsibility for a garment transfers to the renter once the parcel has been marked as delivered by the courier provider.

It is the renter's responsibility to monitor their tracking information, collect the parcel promptly upon delivery, ensure the delivery location is safe and secure, and take all reasonable steps to prevent the garment from being lost, stolen or damaged after delivery has been confirmed.

Hire by Emma accepts no responsibility for garments that are lost, stolen, misplaced or damaged after confirmed delivery.

Where a parcel is stolen following confirmed delivery, the renter remains responsible for the garment and may be charged up to the full Recommended Retail Price (RRP) or replacement value.

Customers are encouraged to nominate a secure delivery address where someone will be available to receive the parcel.

 

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9. Courier Delays

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While Hire by Emma makes every reasonable effort to dispatch all orders within our advertised timeframes, we are not responsible for delays caused by Australia Post, courier providers, severe weather, floods, bushfires, natural disasters, public holidays, road closures, industrial action, government restrictions, mechanical failures or any other circumstances beyond our reasonable control.

If a garment does not arrive in time for your event solely due to a courier delay, Hire by Emma may, at its sole discretion, offer either Store Credit (excluding the original postage costs) or a booking transfer to a future available date. Refunds will not be provided for courier delays that are outside of our control.

To be eligible for Store Credit due to a courier delay, the garment must be returned within two (2) business days of being received, the delay must not have resulted from incorrect delivery information supplied by the customer, and the booking must not be considered a late booking.

For the purpose of this policy, a late booking is any booking placed without sufficient time for normal processing, dispatch and delivery before the event date. Late bookings are not eligible for compensation resulting from courier delays

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10. Customer Responsibility for Delivery Information

The renter is solely responsible for ensuring all shipping and contact details provided during checkout are accurate.

Hire by Emma accepts no responsibility for delays, failed deliveries or lost parcels resulting from incorrect or incomplete delivery addresses, incorrect postcode or contact information, failure to collect a parcel, or incorrect shipping options selected by the customer during checkout. It is the renter's responsibility to ensure all delivery information provided is accurate and up to date before placing their booking.No refund, replacement or store credit will be provided where delivery issues arise because incorrect information was supplied by the renter.

Where a garment cannot be recovered due to incorrect information supplied by the renter, the renter may be liable for the full Recommended Retail Price (RRP), replacement value and any associated costs.

 

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11. Early Delivery & Travel Plans

If you require your rental before your event due to travel, accommodation bookings or interstate travel, you must notify Hire by Emma before placing your booking.

Where possible, we will endeavour to dispatch your garment earlier.

If a garment arrives before your event but after you have already departed because you failed to notify us of your travel arrangements, Hire by Emma accepts no responsibility and no refund, compensation or store credit will be provided.

 

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12. Return Procedure

Unless otherwise agreed in writing, all garments must be returned by 12:00pm (midday) on the first business day following your event.

For postal rentals, garments must be lodged directly over the counter at an Australia Post Office.

Return parcels must not be placed into street posting boxes unless Hire by Emma has provided written approval.

Failure to follow return instructions may delay the return of the garment and may result in late fees.

If the supplied return satchel has been lost, damaged or cannot be used, the renter must contact Hire by Emma immediately before returning the garment.

Any replacement satchel, courier or postage costs resulting from the loss or misuse of the original return packaging will be the responsibility of the renter.

Where an alternative return method has been approved, tracking information must be provided to Hire by Emma immediately after lodgement.

The renter remains responsible for the garment until it has been successfully scanned by Australia Post or another courier approved by Hire by Emma.

Failure to return a garment using the approved return method may result in additional costs, late fees or replacement charges if the garment cannot be located.

 

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13. Late Returns & Late Fees

All garments must be returned by the return deadline specified in your booking confirmation unless otherwise agreed to in writing by Hire by Emma. Failure to return a garment by the required deadline will incur a late fee of AUD $20.00 per garment, per day, unless otherwise advised by Hire by Emma. Late fees will continue to accrue daily until the garment has been returned and scanned by Australia Post or another approved courier, or an alternative written arrangement has been agreed upon.

Late fees apply regardless of whether the garment has been worn after the event. If a late return impacts another customer's booking, Hire by Emma reserves the right to recover any losses incurred as a result, including but not limited to lost rental income, compensation provided to another customer, express shipping costs, administrative expenses, and any additional cleaning or preparation costs.

Repeated late returns or ongoing breaches of these Terms & Conditions may result in Hire by Emma refusing future bookings at its sole discretion.

 

14. Failure to Return a Garment

Failure to Return a Garment

Failure to return a garment without prior written approval may be treated as the unlawful retention of Hire by Emma's property. If a garment has not been returned and reasonable attempts to recover it have been unsuccessful, Hire by Emma reserves the right to charge up to the full Recommended Retail Price (RRP) or replacement value of the garment, recover any outstanding late fees, postage, administrative and recovery costs, engage a debt collection agency where legally permitted, commence legal proceedings where necessary, and report any suspected fraudulent activity to the relevant authorities.

The renter remains liable for all outstanding fees, charges and associated costs until the matter has been resolved in full. Payment of a replacement fee does not transfer ownership of the garment, which remains the sole legal property of Hire by Emma at all times.

15. Damage, Cleaning & Repair Costs

The renter agrees to return every garment in the same condition in which it was received, excluding reasonable wear and tear associated with normal rental use. If a garment is returned with stains, odours, tears, burns, missing embellishments, broken zips, fabric pulls, excessive wrinkling, permanent marks or any other damage beyond normal wear and tear, the renter will be responsible for all reasonable costs associated with cleaning, repairing or replacing the garment.

Damage may include, but is not limited to, makeup or fake tan stains, food or beverage stains, wine or alcohol stains, burn marks, cigarette or vape burns, fabric pulls or snags, broken zips, torn seams, rips or holes, missing buttons or embellishments, pet damage, permanent odours, water damage and discolouration.

Hire by Emma reserves the right to assess each garment upon its return and determine, acting reasonably, whether the condition constitutes normal wear and tear or chargeable damage. Where applicable, the renter may be charged for professional stain removal, specialist cleaning, repairs, replacement trims or embellishments, express repair services, administrative costs and any loss of rental income incurred while the garment is unavailable for future bookings.

If a garment is deemed to be beyond economical repair, permanently stained, destroyed, lost or otherwise unsuitable for future rentals, the renter may be charged up to the full Recommended Retail Price (RRP) or replacement value of the garment. Replacement costs must be paid within thirty (30) days of notification unless an alternative written arrangement has been agreed upon. Where requested, Hire by Emma may provide reasonable evidence of the repair or replacement costs incurred.

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16. Condition of Garments Upon Arrival

The renter acknowledges that all garments supplied by Hire by Emma are pre-loved rental items and, as such, may display minor signs of wear consistent with normal rental use. Where reasonably practicable, any significant imperfections known to Hire by Emma that may materially affect the appearance of a garment will be disclosed within the product description prior to booking.

If a garment arrives with damage or a condition issue that was not previously disclosed, the renter must notify Hire by Emma within eight (8) hours of delivery or collection and provide clear photographic evidence before the garment is worn. To be considered for compensation, the garment must remain unworn, the photographs must clearly show the reported issue, and the garment must be returned on the next business day unless otherwise instructed by Hire by Emma.

Failure to notify Hire by Emma within the required timeframe or wearing the garment before reporting the issue may result in the claim being declined.

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17. Refund Policy

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Hire by Emma does not offer refunds, exchanges or Store Credit where a garment does not fit as expected. It is the customer's responsibility to carefully review the product description, size guide, garment measurements, try-on videos, customer photos and any sizing recommendations provided before placing a booking. All sizing advice is provided as a guide only and is based on the information available to us. As every individual has a unique body shape and fit preference, Hire by Emma cannot guarantee that a garment will fit or suit every customer. If you are unsure about sizing, we encourage you to contact us before placing your booking, and we will be happy to assist wherever possible.

Bookings cancelled within six (6) hours of purchase may be eligible for a refund, provided the garment has not been packed, dispatched or allocated to the booking. Approved refunds may be subject to a $5 administration and payment processing fee.

Bookings cancelled more than six (6) hours after purchase are not eligible for a refund. However, where a cancellation is made seven (7) or more days prior to the event date, Hire by Emma may, at its sole discretion, issue Store Credit instead of a refund.

No refund or Store Credit will be provided where the garment has already been dispatched, collected, the rental period has commenced, or the cancellation is due to a change of mind. As a rental business, each booking reserves a garment exclusively for the selected dates, preventing it from being hired by another customer. For this reason, we encourage customers to carefully review their booking details before completing their purchase.

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Courier Delays

Refunds will not be issued for courier delays that are outside Hire by Emma's control.

Store credit or a booking transfer may be offered at our discretion in accordance with these Terms & Conditions.

Condition Issues

If a customer identifies a condition issue upon receiving their garment, Hire by Emma must be notified within eight (8) hours of delivery or collection. Clear photographic evidence of the issue must be provided before the garment is worn.

Compensation will not be considered where the garment has already been worn, the condition issue was previously disclosed in the product description, or Hire by Emma was not notified within the required timeframe. Where a valid claim is accepted, Hire by Emma may, at its sole discretion, offer a replacement garment (subject to availability), Store Credit, a partial refund or a full refund, depending on the circumstances.

 

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18. Chargebacks, Payment Disputes & Fraud

By placing a booking, the renter agrees not to initiate a chargeback or payment dispute where Hire by Emma has fulfilled its obligations under these Terms & Conditions. If you experience an issue with your booking, we encourage you to contact us first so we can work together to reach a fair resolution.

Where a chargeback or payment dispute is lodged fraudulently, dishonestly or without reasonable grounds, Hire by Emma reserves the right to recover any outstanding rental fees, bank or payment provider chargeback fees, administrative costs, debt recovery expenses and legal costs where permitted by law.

Providing false or misleading information, using another person's payment method without their authorisation, supplying false identification, or attempting to obtain a garment through deception constitutes a serious breach of these Terms & Conditions. In these circumstances, Hire by Emma reserves the right to cancel current bookings without refund, refuse future bookings, recover any outstanding amounts owing, and report suspected fraudulent activity to the relevant payment providers, debt recovery agencies or law enforcement authorities where appropriate and permitted by law.

13. Late Returns & Late Fees

All garments must be returned by the return deadline specified in your booking confirmation unless otherwise agreed in writing by Hire by Emma.

All garments must be returned by the return deadline specified in your booking confirmation unless otherwise agreed to in writing by Hire by Emma. Failure to return a garment by the required deadline will incur a late fee of AUD $20.00 per garment, per day, unless otherwise advised by Hire by Emma. Late fees will continue to accrue daily until the garment has been returned and scanned by Australia Post or another approved courier, or an alternative written arrangement has been agreed upon by Hire by Emma.

Late fees apply regardless of whether the garment has been worn after the event. If a late return impacts another customer's booking, Hire by Emma reserves the right to recover any reasonable losses incurred as a result, including but not limited to lost rental income, compensation provided to another customer, express postage costs, administrative expenses and any additional cleaning or preparation costs.

Repeated late returns or repeated breaches of these Terms & Conditions may result in future bookings being refused at the sole discretion of Hire by Emma.

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14. Failure to Return a Garment

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15. Damage, Cleaning & Repair Costs

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16. Condition of Garments Upon Arrival

The renter acknowledges that rental garments are pre-owned rental items and may display minor signs of wear consistent with normal use.

Any significant imperfections known to Hire by Emma that materially affect the appearance of a garment will, where reasonably practicable, be disclosed within the product description.

If a garment arrives with damage that was not disclosed, the renter must notify Hire by Emma within eight (8) hours of delivery or collection.

Photographic evidence must be supplied before the garment is worn.

If a garment arrives with a condition issue that was not previously disclosed, Hire by Emma must be notified within eight (8) hours of delivery or collection. To be eligible for compensation, the garment must remain unworn, clear photographic evidence of the issue must be provided, and the garment must be returned on the next business day unless otherwise instructed by Hire by Emma.

Failure to notify Hire by Emma within the required timeframe, provide sufficient photographic evidence, or wearing the garment before reporting the issue may result in the claim being declined. Where a claim is accepted, Hire by Emma may, at its sole discretion, offer a replacement garment (subject to availability), Store Credit, a partial refund or a full refund, depending on the circumstances.

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17. Refund Policy

Hire by Emma does not offer refunds, exchanges or Store Credit where a garment does not fit as expected. It is the customer's responsibility to carefully review the product description, size guide, garment measurements, try-on videos, customer photos and any sizing recommendations provided before placing a booking. All sizing information and recommendations are provided as a guide only and cannot guarantee fit, as every individual has a unique body shape and fit preference.

If you are unsure about sizing before placing your booking, we encourage you to contact Hire by Emma. Our team is happy to provide guidance and answer any questions to help you choose the most suitable size; however, the final sizing decision remains the responsibility of the customer.

 

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Here's Part 4 rewritten into the same professional paragraph style as the rest of your policies.

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18. Garment Unavailability & Substitutions

In rare circumstances, a booked garment may become unavailable due to circumstances beyond Hire by Emma's reasonable control, including but not limited to damage caused by a previous renter, loss or theft, manufacturing defects, courier delays, or the failure of a previous renter to return the garment on time. Where this occurs, Hire by Emma will make every reasonable effort to provide a comparable replacement garment or an alternative size where available. If a suitable replacement cannot be provided, Hire by Emma may, at its sole discretion, offer Store Credit or a full refund.

Hire by Emma is not liable for any additional costs or losses arising from the unavailability of a garment, including but not limited to travel expenses, accommodation costs, event tickets, hair or makeup appointments, photography costs, or any other indirect or consequential loss.

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19. Photography, Social Media & Marketing

By posting photographs, videos or other content featuring garments rented from Hire by Emma on social media or any other public platform, you grant Hire by Emma a non-exclusive, royalty-free licence to repost, share, publish and use that content for promotional and marketing purposes across our social media channels, website, email marketing and paid advertising. This may include platforms such as Instagram, TikTok, Facebook and Pinterest.

If you do not wish for your content to be shared by Hire by Emma, you must notify us in writing prior to publication. Hire by Emma will never claim ownership of your content, and all intellectual property rights remain with the original creator.

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20. Privacy, Identification & Security

Hire by Emma respects your privacy and is committed to protecting your personal information. We collect, store and use personal information only where reasonably necessary to process bookings, verify identity, prevent fraud and comply with our legal obligations.

Where required, Hire by Emma may request government-issued identification, proof of address, payment verification or additional information to confirm the identity of the person making the booking. Failure to provide the requested information may result in your booking being cancelled.

Providing false, misleading or fraudulent information may result in the immediate cancellation of your booking, refusal of future rentals and, where appropriate, the matter being reported to the relevant authorities. Hire by Emma will take reasonable steps to protect your personal information in accordance with the Privacy Act 1988 (Cth) and applicable Australian privacy laws.

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21. Limitation of Liability

To the fullest extent permitted by Australian law, Hire by Emma will not be liable for any indirect, incidental, special or consequential loss arising from or in connection with your booking or rental. This includes, but is not limited to, courier delays, missed events, travel or accommodation expenses, loss of income, emotional distress, event cancellations, adverse weather conditions or the actions of third-party service providers.

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law where those rights cannot legally be excluded. Where liability cannot be excluded, Hire by Emma's liability is limited to the remedies available under Australian Consumer Law.

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22. Force Majeure

Hire by Emma will not be liable for any delay or failure to perform its obligations where such delay or failure is caused by circumstances beyond our reasonable control. These circumstances may include, but are not limited to, natural disasters, floods, bushfires, severe weather events, pandemics, epidemics, government restrictions, industrial action, transport disruptions, power outages, cybersecurity incidents, acts of terrorism, civil unrest or the failure of third-party courier services.

Where a Force Majeure event occurs, Hire by Emma reserves the right to delay, suspend or cancel bookings without liability where performance of the rental agreement becomes impossible, unsafe or impracticable.

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23. Australian Consumer Law

Nothing contained within these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law (ACL).

If any provision of these Terms & Conditions is found to be inconsistent with the Australian Consumer Law, the relevant provisions of the Australian Consumer Law will prevail to the extent of the inconsistency.

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24. Governing Law

These Terms & Conditions are governed by and interpreted in accordance with the laws of the State of Queensland, Australia. Any dispute arising from these Terms & Conditions, a booking, payment, rental or the use of a Hire by Emma garment shall be subject to the exclusive jurisdiction of the courts of Queensland and any Australian court with jurisdiction to hear appeals from those courts.

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25.Severability

If any provision of these Terms & Conditions is found to be unlawful, invalid or unenforceable by a court of competent jurisdiction, that provision will be severed from these Terms & Conditions and the remaining provisions will continue in full force and effect.

Failure by Hire by Emma to enforce any right or provision under these Terms & Conditions shall not constitute a waiver of that right or any other right available to Hire by Emma.

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26.Entire Agreement

These Terms & Conditions constitute the entire agreement between the renter and Hire by Emma in relation to the rental of garments and supersede any prior discussions, representations or agreements relating to the booking.

By placing a booking and accepting these Terms & Conditions during checkout, the renter confirms that they have read and understood these Terms in full, understand their legal rights and obligations, agree to be legally bound by them, confirm that all information provided during checkout is true and accurate, and agree to comply with all Hire by Emma policies relating to bookings, payments, postage, returns, late fees, cleaning, damage, replacement costs and all other obligations outlined within these Terms & Conditions.

Electronic acceptance of these Terms & Conditions by ticking the agreement box at checkout has the same legal effect as a handwritten signature and forms a legally binding agreement between the renter and Hire by Emma.

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27. Contact Information

For all enquiries regarding bookings, returns, exchanges, damages, refunds or these Terms & Conditions, please contact:

Hire by Emma

📍 Brisbane, Queensland, Australia

📧 hirebyemmaaus@gmail.com

📷 Instagram: @hirebyemma

 

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28. Last Updated

Last Updated: 12 July 2026

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