Rental Agreement

* Our dresses are only available in New Zealand. All pricing is in New Zealand dollars. All garments are and will always remain the property of Encore.

By choosing to rent with us you are agreeing to all of the conditions set below. Please read all of these conditions carefully prior to making a purchase.

Please note that dress cancellations for any reason we must be notified at least 7 working days from the rental date. Requests made less than 7 days before a rental’s start date are non-refundable.

 

Dress Arrival Time

We will endeavour to ensure the dress arrives at the latest on the date you booked the dress for, if not earlier. Please be careful when selecting the address at checkout and ensure that this is correct and deliverable, if a dress is lost or late you will not receive a refund and may be liable to pay for the replacement cost of lost dresses.

All dresses are sent out on overnight courier and dry cleaned or hand washed between rentals. We strongly advise choosing a start date 1-2 business days before you intend to wear your item to account for any delays in shipment. Please keep in mind that NZ Post does not deliver packages on weekends.

We have separate shipping prices for rural and non-rural addresses. Renters need to choose the correct option at check-out for their address. If dresses arrive late due to a renter not selecting the correct shipping option we cannot provide a refund.

 

Postage

Your garment will be sent out on overnight signature only courier, you will receive text or email confirmation from NZ Post that the dress has been sent. If you do not receive confirmation please get in touch immediately. We can If the renter books an outfit for the wrong date and subsequently misses out on wearing their outfit they will not receive store credit or a refund. Please note that dresses cannot be requested to arrive earlier than the date they were booked for. 

 

Postal Dress Returns

Please return the garment as soon as possible on the last day of your rental date. If the dress was rented for the weekend it will need to be returned on the following Monday at the latest (except if this day falls on a public holiday). Dresses are to be returned in the provided reusable courier bag which it was posted in initially at a NZ Post Office store at the counter. If the dress is not returned by the last day of rental date Encore reserves the right to charge a late fee of $40 per each additional day. Please refrain from booking courier pick-ups on the NZ Post website as these are unreliable and may result in a dress being picked up and therefore returned late. If a future booking has to be cancelled because you have returned your dress late then you will need to cover the cost of this booking.

 

Cancelled Orders

In some unfortunate cases a garment will be returned by the previous renter late or in disrepair. If this impacts your order we will notify you and either organise a replacement order or a refund. If your event has been cancelled for any reason and you would like store credit we must be notified at least 7 working days before your rental date.

  

Fit Guarantee 

If the dress arrives and it doesn't fit we can offer store credit to the value of the hire less actual postage cost. For rural this is $16, non-rural it is $12. Please notify us and the dress must be sent back on the same day of receiving it. Please note that store credit for ill-fitting garments can only be used once and has an expiration date of 6 months, if the second garment rented doesn't fit you will not receive store credit again.

 

Exchange Policy

If you change your mind after a dress is booked as long as the dress has not been sent out and we are given 7 working days notice from the rental date we can offer store credit to use, equal to the amount of your hire. If you would like to switch the dress you have rented to another available dress, we are happy to oblige. If the rental price is lower you will receive store credit, if the rental price is higher you will be charged extra. Please send us an email (not a message through our social accounts) with your order details and we will arrange a solution from there. We don't provide refunds or store credit for change of mind once the dress has been sent and received by the renter so please choose carefully. Please note that exchanges will incur a $5 fee, which will be deducted from the original order amount.

 

Alterations

Please do not wash, alter or customise the rental dress in any way upon receiving. If a dress has been altered we may require you to pay a fee to have it returned to the original state or pay for the replacement cost of the dress. This is at the discretion of Encore and we reserve the right to automatically charge your card.

 

Refund Policy

In the case where a garment is received and is not the level of quality stated we can offer a solution. Generally we will offer a full refund but the renter will need to email us with images and send the garment back within 24 hrs of receiving it (please do not send us messages on our social accounts) If the garment was received on the Friday for a weekend booking we do not provide refunds. If the garment is still worn or not sent back in time all refunds will be void. Refunds are processed once we have received garments back in unworn condition. We do not offer refunds for change of mind, if faults have already been disclosed in the product description, or if you simply do not like the way the garment looks. 

 

Damaged/Stained Garments

If a dress is returned damaged or stained beyond repair or in which it cannot be rented out again then the renter will be charged upto 90% of retail price of the dress plus the loss of future rental income (this amount will be determined by Encore). If the dress is returned with hard-to-budge stains they will be billed with a $45 dry cleaning fee. If the dress is returned with open seams and missing buttons they will be billed with a fee to cover minor repair costs. If a renter fails or refuses to pay for these costs they will be handed over to a debt collection agency and/or disputes tribunal.

 

Stolen Garments

If a dress is not returned within 15 days of the rental period the renter will be required to reimburse 90% of retail price of the dress plus the loss of future rental income (this amount will be determined by Encore).

 

Late Payment Fee

If a customer is billed for any reason including but not restricted to returning a garment late and chooses not to pay there is a late payment fee of $5/day past the due date which continues to accrue until the debt is paid.

 

Banning Renters

If a customer refuses to pay for cleaning, repair or late fees or is found to make false claims about missing or late garments in order to obtain a refund or to steal a garment they will make themselves liable to being banned from the rental service provided by Encore and/or being reported to the police.