FAQs

Simply browse my collection, choose your dress and hire dates, and I’ll take care of the rest. Cleaning is included in your hire price. For postage orders, after your event just pop it back in the satchel it came in, with the prepaid return label provided, and hand it over the counter at your local post office. It’s that easy.

I don’t need ID for every order, but I may ask you to email a photo of your driver’s licence (front and back) as security. It’s deleted once your dress is back and any fees are paid.

I work from my home studio in Mount Gravatt East, Brisbane. The full address is sent to you once you’ve placed a hire order.

The standard hire period is 4 or 8 days. Longer hires are available on request, just send me a message.

Each dress includes detailed fit notes and fabric information to help you choose confidently. If you’re unsure, send me an email to hello@onceuponadresshire.com.au, via my contact form or via Instagram and I’m always happy to help with personalised advice.

I can’t offer credits, exchanges or refunds if a dress doesn’t fit, but please message me straight away and I’ll help where I can. If you’re unsure about sizing, get in touch before you book. I’m always happy to help you choose.

Hire a second dress for the same dates and use code BACKUPDRESS at checkout for 70% off the cheaper dress. Postage is still one $25 fee.

Only one of the two dresses may be worn. Your backup dress must come back unworn, with any tags still on. Trying both on at home to decide is absolutely fine. If both dresses have been worn, the 70% discount is removed and you’ll be charged the full hire price for the backup dress.

Both dresses must be sent to the same address (or picked up together) and returned together. Late fees apply to each dress. If you cancel, the usual cancellation policy applies, and any credit is for the amount you actually paid after the discount. BACKUPDRESS can’t be combined with other discount codes.

More about the Backup Dress

Yes! I love helping you find your perfect look. Message me (via Instagram, email or the contact form) anytime for styling or fit advice, think of me as your personal dress hire bestie.

Try-on appointments are paused for now while I’m on maternity leave. Keep an eye on Instagram for the reopening date.

All dresses are sent via Australia Post Express, to arrive on or before the start date of your hire. You’ll receive tracking details once your order is on the way.

For local customers, definitely not! I can go through what is available with you. Otherwise last-minute pick-ups are always available.

If your order needs to be posted, please book early enough for Express Post to reach you by your delivery date. You can check delivery times from Mount Gravatt East (4122) to your postcode with Australia Post’s delivery time calculator. If I post your dress in time and the post still makes it too late to wear, I’ll give you store credit, as long as you let me know straight away and post it back unworn within 1 business day.

Please check it as soon as it arrives. If it’s the wrong dress or there’s a fault or mark, message me with photos on the same day it’s delivered, before you wear it, and I’ll sort it out.

No need! Cleaning is included in your hire, so please don’t wash or iron it yourself. Gentle steaming is fine. Simply return the dress and I’ll handle the rest. If a dress needs specialist stain treatment, a cleaning fee of up to $40 may apply (Damage Protection covers this).

Pop your dress back in the fabric protective bag it arrived in, then into the satchel it came in, with the prepaid return label I’ve included. Hand it over the counter at your local post office by 2pm on your return date so it’s scanned, and keep your lodgement receipt as proof.

Please don’t drop it into a red or yellow street post box (even an Express Post one). There’s no proof it was posted, and sadly a few dresses have gone missing that way.

Your return date is the last day of your hire. If that’s a Saturday, Sunday or public holiday, you don’t need to post it back until the next business day (by 2pm), with no late fee.

Local hires are due back to Mount Gravatt East by 7pm on the last day of your hire period, unless we’ve agreed something else.

Late returns affect the next customer’s hire, so a late fee of $25 per day applies, counted up to the day you post the dress back (or drop it back for local hires). If you think you’ll be late, please reach out. I’ll always do my best to help.

Accidents happen! Please get in touch as soon as you can by email or Instagram and let me know what happened. Honesty is always so appreciated, and please don’t try to fix it yourself.

Small repairs, like a loose button or thread, are free. For bigger repairs, I’ll let you know the cost before charging it (Damage Protection covers up to $150 if you added it). If the damage can’t be repaired, you’ll be charged the dress’s full RRP as shown on the website. Once that’s paid, the dress is yours, and I’ll post it to you for $12.

To change or cancel your order, email hello@onceuponadresshire.com.au or send me a message on Instagram @onceuponadresshire.

• 7 or more days before your hire start date: you’ll receive store credit for the full amount you paid, including the $25 postage if your dress hasn’t been sent. Store credit never expires.
• Within 7 days of your hire start date: there’s no refund and no store credit. I know plans can change, and I’m sorry, but by then your dress has been held just for you.
• Once your dress has been sent or collected: there’s no refund or credit, and the dress still needs to come back on your return date.

I don’t offer cash refunds for cancellations. Full details are in my Terms & Conditions of Hire.

If your event doesn’t go ahead, please let me know as soon as you can. The usual cancellation policy applies: store credit (which never expires) if it’s 7 or more days before your hire starts, and no refund or store credit if it’s within 7 days of your hire or once your dress has been sent. I don’t offer cash refunds.