We understand that receiving your garment on time is crucial, especially if you are ordering for a special event. If your order does not arrive by the date of your event, we have a few policies in place to ensure that you are taken care of.

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.

We have a number of suggestions to consider when caring for the garment are renting from us.

Please note that if any damages result from your rental you will be liable for our damage fees.

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.

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.