Terms of service

These terms apply to bookings made through Her Hires. By placing a booking, you agree to the terms below. Nothing in these terms limits rights you may have under the Australian Consumer Law.

Bookings and identification

A valid government-issued photo ID is required for every booking. Your ID should show your current residential address. If it does not, provide your correct residential address when booking.

All dresses have a four-day hire period. Your booking confirmation will show your hire and return dates. Please check it promptly and contact us if any details are incorrect.

Delivery

We send hires Australia-wide by Australia Post Express. Shipping is charged at checkout.

We recommend selecting delivery at least one business day before your event. Australia Post does not deliver on Sundays or public holidays. Please allow time for delivery before your event.

Please provide accurate delivery details and make sure the address is accessible. If delivery fails because, for example, there is a locked gate or no access, we cannot guarantee delivery before your event. We cannot offer store credit solely because a failed delivery causes you to miss your event.

Local pickup

Free local pickup is available Thursday to Saturday, with some flexibility depending on your hire dates. We’ll send pickup details, including the address and available times, during the week before your hire period.

Returns

For a postal return, you must purchase an Australia Post Express return satchel, lodge it over the counter at a post office, and send us proof of tracking. Do not lodge the satchel in a street posting box. Keep your lodgment receipt until the return is confirmed.

Your return must be lodged by 4 pm on the first business day after your event. If you choose local pickup, you can return the item to our Malvern East location or arrange a postal return.

Late returns

A late fee of $15 per day may apply until the item is returned. Late returns that affect another booking may also result in a reasonable reimbursement charge for the affected booking.

Checking your garment

Check your hire as soon as it arrives. Report any tears, marks or other issues with photos within two hours of receiving it, so we can distinguish existing wear from damage during your hire.

If the item is unwearable, contact us within three hours and return it within 24 hours to be eligible for a refund, unless we agree on another arrangement. Your rights under the Australian Consumer Law still apply.

Garment care, cleaning and damage

Our garments are pre-loved and may have minor signs of wear, such as small pulls, faint marks or light fabric wear. These conditions alone are not grounds for a refund. Sizing may vary slightly because of wear or alterations; contact us with sizing questions before booking.

Do not alter the garment during your hire. Unauthorised alterations may result in damage charges or a charge up to the item’s recommended retail price (RRP), where appropriate.

Cleaning is included in the hire fee. Return garments unwashed. If a major stain requires specialist treatment beyond usual dry cleaning, you may be responsible for the reasonable treatment cost. Contact us before attempting to clean a stain.

Some garments, particularly white or delicate pieces, may require a bond. Any bond will be refunded after the item is returned, subject to any applicable charges under these terms.

Loss, theft or damage

You are responsible for the garment while it is in your care. If it is lost, stolen or damaged beyond ordinary wear, we may charge reasonable repair or replacement costs. For an item that cannot be recovered or repaired, this may be up to its RRP.

If we seek payment for the RRP, payment is due within seven days of notice. Loss may include an item that is not returned or is marked as delivered by Australia Post or a courier but cannot be located. We’ll consider the circumstances and any tracking or delivery evidence before applying a charge.

Cancellations and refunds

If you cancel or change a booking 10+ days of the event start date, you're eligable for a full store credit or 50% refund. If you cancel or change booking 10 days or less of the hire start date, the payment is generally not refundable. If you paid in full, we may issue store credit equal to 50% of the amount paid. If you paid only a 50% deposit, the deposit is non-refundable and no store credit will be issued.

Once a garment has been picked up, shipped or delivered, we do not provide refunds for a change of mind or event-related reasons. This does not limit your rights where the garment or service fails to meet consumer guarantees.

If Her Hires must cancel because a garment is unavailable, damaged or not returned from a previous hire, we will provide a full refund.

Try-ons

Try-ons cost $10, redeemable against a same-day hire. The try-on fee is non-refundable and does not reserve a garment for a particular date. You are responsible for damage caused to a garment during a try-on.

Payments

Payment can be made by Square, bank transfer or cash where available. A 1.67% Square transaction fee may apply to Square payments, subject to applicable law.

Consumer rights

Our terms do not exclude or restrict any rights or remedies available under the Australian Consumer Law. Consumer guarantees apply automatically and cannot be removed by a store policy.

Contact

For booking issues, contact us through our Instagram account or the contact details on our website.