Terms & Conditions of Hire
Welcome to Once Upon a Dress. By hiring from us, you agree to the following Terms and Conditions. Please read them carefully before placing your order.
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1. General
1.1. These Terms and Conditions apply to all hire agreements between Once Upon a Dress (“we”, “us”, “our”) and the customer (“you”, “your”).
1.2. Once Upon a Dress is based in Mount Gravatt East, Brisbane, offering both local pick-up and Australia-wide postal hire.
1.3. By confirming your booking through our website, you acknowledge that you have read, understood, and accepted these Terms and Conditions.
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2. Hire Period
2.1. Standard hire periods are 4 days or 8 days, unless otherwise agreed in writing.
2.2. The hire period begins on the pick-up or delivery date and ends on the return or post-back date.
2.3. For example, a 4-day hire from Thursday–Sunday means collection or delivery on Thursday and return or post-back by Sunday.
2.4. Late returns will incur a $25 fee per day until the dress is received back by Once Upon a Dress.
2.5. If a dress is not returned within 7 days after the due date, it will be considered non-returned, and the customer will be charged the full retail replacement value of the garment.
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3. Booking & Identification
3.1. All bookings must be made via the official Once Upon a Dress website.
3.2. A valid photo of your driver’s licence (front and back) must be provided at the time of booking as a form of security.
3.3. Bookings are only confirmed once full payment has been received.
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4. Postage & Returns
4.1. We offer Australia-wide express postage and local pick-up options.
4.2. Return postage labels are included with all postal hires. You must lodge your return with Australia Post Express on or before your return date.
4.3. You are responsible for ensuring the garment is posted on time. Late lodgement will incur daily late fees.
4.4. Once Upon a Dress is not liable for postal delays caused by Australia Post or other courier services.
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5. Cleaning
5.1. Professional cleaning is included in the hire cost — please do not attempt to clean the garment yourself.
5.2. If a dress is returned with significant stains or marks requiring specialist treatment, a $40 cleaning fee may apply at the discretion of Once Upon a Dress.
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6. Damage, Loss & Insurance
6.1. Optional Damage Insurance can be added to your booking for $10, which covers up to $100 worth of accidental damage (e.g. small pulls, minor stains, loose threads).
6.2. The Damage Insurance does not cover total loss, theft, or irreparable damage.
6.3. Dresses returned damaged beyond repair, lost, or not returned will incur a charge equal to the full retail replacement value of the garment.
6.4. Any intentional, negligent, or careless damage will not be covered by the insurance option.
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7. Cancellations & Refunds
7.1. Cancellations made 14 days or more prior to the hire start date are eligible for a refund or credit.
7.2. Cancellations made within 14 days of the hire date are non-refundable.
7.3. If your event is cancelled or your dress doesn’t fit, please contact us as soon as possible — credits may be offered at our discretion in certain circumstances.
7.4. Refunds or credits will not be issued for change of mind once the dress has been dispatched or collected.
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8. Try-Ons
8.1. In-person try-ons are available by appointment and can be booked through our website.
8.2. Please note that specific dresses cannot be guaranteed to be available at the time of your appointment, as they may be out on hire.
8.3. Try-on appointments are designed to help with sizing and fit but do not secure a booking for a specific dress unless it is formally booked and paid for online.
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9. Liability
9.1. Once Upon a Dress is not liable for any personal injury, allergic reaction, or loss caused by the wearing or use of our garments.
9.2. We are not responsible for postal delays, incorrect addresses provided by the customer, or courier errors beyond our control.
9.3. In the rare event that your booked dress becomes unavailable due to unforeseen damage, loss, or late return by another customer, we will contact you immediately and offer a replacement or refund.
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10. Agreement
By proceeding with your booking, you agree to abide by these Terms and Conditions and understand that Once Upon a Dress reserves the right to update or amend these terms at any time without prior notice.