Terms & Conditions
Terms & Conditions / Hire Agreement
By accessing and using the Her Hires website at www.herhires.com.au, you are accepting and consenting to the practices in these terms of use. Her Hires reserves the right to change these terms and conditions from time to time at its sole discretion.
DEFINITIONS
In these Terms of Use “you” and “your” refer to all users of this Website and "Her Hires" (“we’, “us” and “our”) refers to Her Hires. References to users must be read as being also a reference to customers of www.herhires.com.au.
CONTRACT
These Terms of Use constitute a binding legal contract between you and Her Hires. This agreement contains all the terms and conditions regarding your hire of products from Her Hires via the website www.herhires.com.au or in store at our Malvern East location. You agree that hire from our business is subject to all our website terms and conditions of use and privacy policy.
PAYMENT TERMS
The “hire fee” for the products will be the hire fee and delivery fees and any additional charges listed on the website in relation to your hire of products. When you order a product you authorise Her Hires to charge your payment method for your hire fee. In addition to your hire order for a product, you authorise Her Hires to charge your payment method up to an amount of 100% of the entire original retail value of the product as set in the “retail value” on the website. Provided we only charge your payment method when you have not upheld your commitment to us as set forth in the hire agreement below. In the event an invoice is issued for payment for any reason then payment shall be due within seven (7) days of the date of the invoice.
IDENTIFICATION
In some cases, after you've placed an order via our website, you may be asked for a passport, driver's license or other forms of identification. If this isn't provided, we reserve the right to refuse the booking.
TITLE TO HIRED APPAREL
The Apparel is and will at all times remain the absolute property of Her Hires. If the User fails to return the Apparel, Her Hires reserves the right to take all necessary steps to recover the Apparel or its value, including engaging a collection agency, pursuing the matter through legal action, or reporting the matter to the relevant authorities.
You agree to treat our products like you would your own. You will treat the garment with the utmost of care. You will not attempt to fit into a dress that is too small for you, you will not try and zip up a dress that is too tight and therefore damage the zip. All zips are inspected prior to sending the garment out and damaged zips will not be covered by our insurance. Therefore if you damage a zip you will be required to pay for the repair.
No modifications or alterations can be made to items without our explicit approval.
BOOKING PERIOD
The rental period you have selected for your rental is 'inclusive'. For example, a 4-day rental period can mean that your item will arrive by Friday and you will post it back on Monday. In this example, both the Friday and the Monday are included in the 4-day period.
LAST-MINUTE ORDERS
If you placed your booking less than 2 full business days prior to your selected delivery date, your order will be considered a "last-minute order". If your order is not delivered in time, instead of a full refund, you will be given credit note.
To determine whether it is a last-minute order, a cut-off time of 12pm Sydney/Melbourne time is used. For example, if you are choosing a Friday delivery date, your order would be considered a last-minute order if it is placed anytime after 12pm on Wednesday.
DELIVERY
Express delivery Australia wide ranges from $25.40 - $32.00, this rate is inclusive of the express return satchel. This rate only covers items sent in the same order. If you are booking more than one dress and they are for different weekends you must place your bookings separately and pay the shipping amount separately in each order. This also applies to items purchased in clearance. If a clearance item is bought in the same order as a hire is placed it will be sent on the date of your hire.
Your delivery can be delivered to you between 7:00am and 6:00pm on the requested day of delivery or earlier. We aim to deliver hires as early as possible to mitigate any postage delays. Please ensure you provide a permanent address where there will be somewhere safe to leave a parcel or someone to accept the parcel.
We mark all parcels as authority to leave. There is still no guarantee that it will be left without signature. Australia Post makes this decision at the time based on whether they believe it is safe to do so, and this is completely out of our control. You understand and agree that by granting us authority to leave, we and our couriers are released of all responsibility and liability for the Orders delivered and left unattended, and that this responsibility and liability transfer to you on delivery.
If you require your parcel to be signed for you must specify this in the delivery instructions at check out.
LATE DELIVERY
In the vast majority of cases, your item(s) will arrive on or before your Delivery Date.
If the highly unlikely event that your item arrives too late for you to wear it, and it is returned unworn within 1-2 days of delivery, you will be provided with a refund or credit note per below:
- If your order was placed 2 or more full business days prior to your chosen delivery date, it will be a full refund (please see Definition of Refund section below).
- Otherwise it will be considered a "last-minute order" and you will have the option of a full credit note.
No refund or credit will be provided if the delivery is slightly late, but you are still able to wear it to your event.
If your delivery fails because you have provided an incorrect or incomplete address, you will not be entitled to a refund or credit.
COURIER DELAYS
Once an order has been dispatched to the courier, Her Hires is not responsible for delays, loss, or damage caused by the courier during transit, including delays that result in the Apparel arriving after the intended hire date. While we take care to select reliable courier services and dispatch orders with sufficient time for standard delivery, courier delays are outside of our control.
In the event that a courier delay prevents the User from receiving the Apparel in time for their event, Her Hires' liability is limited to providing store credit for a future hire, at Her Hires' discretion. Her Hires does not provide refunds, compensation, or liability for any consequential loss (including event-related costs) arising from courier delays.
DEFINITION OF "REFUND"
For the purposes of this agreement, a refund for an order is defined as returning back to you the initial form of payment used to place that order. If you paid for the order by credit/debit card, the funds will be returned to that card. If you paid for the order using a credit note, then the amount will go back onto this credit note. For orders placed using a combination of multiple forms of payment, you will receive back those forms of payment in line with the amounts used to pay for the order.
All refund amounts are strictly for the dress hire fee, excluding postage fees.
INCORRECT OR FAULTY ITEMS
If you open your delivered parcel to find that you have been sent the incorrect item, please let us know immediately. We will do our best to deliver a replacement garment.
If you find that the item is correct, but has other issues (e.g. damage, faults or noticeable stains), please let us know within 24 hours of receiving the item, and definitely prior to wearing the item.
If you don't let us know within this timeframe, we reserve the right to refuse a refund as it will not be clear when the damage was caused or by who. You should do this even if you believe you will still wear the item so you are not blamed for the damage or charged damage fees.
You acknowledge that the items being sent to you are not brand new and may have some signs of wear & tear. A refund may not be granted if the issue is considered minor or insignificant.
In most cases, you will need to wait for the item to be returned and assessed, prior to a refund being approved and processed. If approved, you will receive a full refund including any amount paid for postage.
ISSUES WITH FIT OR APPEARANCE
We try to provide as much information as we can regarding the fit of the items available for hire on our website. We take no responsibility if you choose a size or item which does not fit you or does not suit you.
If a product doesn’t fit you or is not right for any reason you must submit advise our team via Instragram message, then post your hire back within 24 hours of delivery and we will issue a credit note once the dress is returned to us in its original condition.
Credit notes are for the hire amount less any postage amount paid.
CANCELLATIONS
You may cancel your rental order subject to the following cancellation fees and policies:
If you cancel your dress hire, you will not receive any refund, but you will receive a credit note for the Hire Fee associated with the cancelled order. This credit can be applied to any future hires placed within 3 years of the cancellation date.
RETURN OF ITEMS
With delivery of your product, pre-paid return packaging is provided. Please ensure that you place your garment(s) inside the self addressed and return over the counter at an Australia Post store or depot, on or before the specified booking return date, by no later than 3pm.
If for any reason you aren't able to attend an Australia Post store or depot to post back the item over-the-counter on the return date, you may return the parcel via a yellow Australia Post Express Post street postbox. This is at your own risk. If the parcel is lost and is never scanned by Australia Post, you may be liable for replacement. Similarly, if the item arrives back much later than expected, the date of the first scan on the tracking may be used as the date it was posted back when calculating late fees.
If your "Return on" date falls on a Sunday or a public holiday, you may post the item on the next working day before 3pm. No late fees will apply in this instance.
If you are hiring in store you can opt to bring the dress back into store or post back in a satchel provided for an additional fee. If posting back you must post your hire back on the last day of your hire by 4pm and the same terms and conditions above apply. If you are bringing your dress back you must bring your dress back by the agreed date and time otherwise late fees apply.
If you lose your return packaging it is your responsibility to return the garment via trackable express post to Her Hires, P.O box 3066 Murrumbeena, VIC, 3163. You must provide tracking details and photo of addressed satchel to herhires@gmail.com to avoid further borrowing charges.
CLEANING
Professional cleaning is included in your hire and you agree that no attempts will be made to clean, alter, iron/press garment/s (unless otherwise arranged). All garments are professional steamed prior to sending however can become creased in the post. Certain fabrics are more prone to wrinkles, if you receive a dress with slight creases, please try steaming the garment on low heat. Alternatively, you can hang the dress in a steamy bathroom and the steam will de-crease it. If you need further assistance please reach out to us via Instragram messages. No refunds will be provided for creased items.
Her Hires shall not be held liable for any health-related complaints associated with a product rented from our site. Our products have been worn by other consumers prior to your rental.
DAMAGE OR LOSS
Garment Damage Policy
On arrival
If you notice any damage (stains, rips, missing embellishments, etc.) when your garment arrives, please take photos immediately and let us know right away, before wearing the item. If this isn't reported and no damage was noted prior to delivery, it will be assumed that any damage found on return occurred while the item was in your care.
During your hire
You agree that under no circumstances will you attempt to clean, repair, alter, cut, iron, or hem tape the item yourself, or have this done by anyone else. Any such action will be treated as damage to the garment.
Damage costs
Her Hires does not offer damage insurance. If a garment is returned with damage (including but not limited to stains, tears, missing embellishments, or odours that cannot be removed through standard dry cleaning), you will be liable for the full cost of repair, professional cleaning, or restoration, as assessed by Her Hires at its sole discretion.
If Her Hires assesses (at its sole discretion) that the garment is not repairable, you will be charged the full replacement value of the item, as listed on our website.
Loss or non-return
If an item is lost or not returned, you will be liable for 100% of the RRP of the item.
If an item is lost by Australia Post, then there will be no fees charged to you. This is why it is important that you return the item by posting it over-the-counter at an Australia Post office and obtain a proof of postage receipt. If you choose to post directly into a street box and the item is not returned to us, you will be required to pay 100% of the RRP of the item.
LATE RETURN
You agree to return your product on the order return date (or next business day if your return date falls on a Sunday or public holiday) by 4pm using the prepaid return envelope provided.
If you return your item(s) late you will incur a thirty dollar ($15.00) late fee for every day you are late up to 100% of the retail value of the dress as indicated on our website. You agree to pay these late fees up to an amount not exceeding 100% of the retail value of the products.
If you return your item(s) via an Australia Post Outlet (highly recommended) where it will be scanned over the counter as proof of lodgement then you will not be responsible for late fees provided the item(s) are lodged by 3pm on your return date (or next business day if your return date falls on a Sunday or public holiday). If you post your item(s) via an Australia post box you will be charged $15 each day the dress is received after one (1) business day of your return date.
LIMITATION OF LIABILITY
You agree that Her Hires will not be liable for any loss, damage, costs or expenses of an indirect or consequential nature incurred or suffered by you as a result of:
- Cancellation of a rental booking
- Late delivery of a rental item
- Non-delivery of a rental item
- An issue with the quality of a delivered rental item
This includes but is not limited to economic loss, loss of goodwill, emotional suffering, loss of opportunity or other loss of turnover, profits or business.
Her Hire's liability will be limited to any amount paid by the customer to Her Hires.
COLLECTION
If you do not pay the amounts owed to us when due we will pass on the invoices to a collection company to pursue you for collections, including and without limitation attorney and collection fees. Her Hires reserves the right to terminate your right to rent products from us at any time at our own discretion should you breach this agreement or for any other reason.
CREDIT NOTES/GIFT CARDS/DISCOUNTS
Credit notes/gift cards have a one (1) year expiry. Orders placed using credit notes are final and cannot be refunded or exchanged for another credit note. Only one discount code can be applied per order.