Returns and Refunds
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Rentals
Refunds
You will be entitled to a full refund, including the cost of postage, in any of the following circumstances:
- The item arrives in a condition that is not considered acceptable.
- The incorrect item is sent to you.
- The item sent to you is vastly different to the item described on our website.
- The item arrives too late for you to wear it to your planned occasion[1] (conditions apply, see below).
In all of the above circumstances, you forfeit your right to a refund if the item(s) are worn (try-ons are fine!). If the item(s) are worn, but you still feel one of the above reasons has caused significant inconvenience, a partial refund will be at the discretion of All The Dresses.
Please let us know ASAP if you'd like to request a refund for one of the reasons listed above. Requests for a refund should be received within 24 hours after the package was delivered to you to be considered.
You may need to wait until the item is returned back to All The Dresses or the relevant rental partner before a refund can be approved. This especially applies to issues with condition, such as faults, damage or stains. The item will need to be assessed prior to the refund being approved and processed.
[1] Last Minute Orders
If you placed your booking less than 3 full business days prior to your selected delivery date, your order will be considered a "last-minute order". In this case, instead of a full refund, you will be given the option of either:
- a full credit note which can be used for items provided by the same ATD rental partner; or
- a refund for the full amount paid minus $30 to cover two-way express postage expenses.
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 Tuesday. You will be advised if your order is considered a last-minute order in the terms popup displayed before checkout, as well as in your order confirmation email.
Our rental partners are challenged with Australia Post's lack of delivery guarantees at the moment, but they do an incredible job of making sure things arrive on time. It is however made a lot more difficult if bookings are made at very short notice, which is why this condition exists.
If we don't believe there is a high likelihood of the item arriving in time, it either won't be sent or we will be in touch with you to give you the option of accepting the risk. If it isn't sent, you will get a full refund.
Returns
Unless specified in the Terms & Conditions offered by the particular All The Dresses rental company partner providing an item, returns for change of mind or an unsuitable size/fit are not offered.
How do I find out the Terms & Conditions for a particular item/ATD rental partner?
It is your responsibility to ensure you are booking the correct size and style, though we will always try to help with guidance if you want to get in touch with us before booking.
In cases where the rental partner you have chosen to book from does allow a return for change of mind or unsuitable fit:
- Contact us as soon as possible (preferably the same day as receiving the item)
- Return the item(s) in the provided postage-paid satchel at earliest convenience
- Item(s) must be returned in similar condition to how you received it. Do NOT attempt to wash or clean it after trying it on - minor marks are OK!
Unless there are exceptional circumstances, requests for a return that are received more than 24 hours after an item is delivered to you will not be considered.
If you've done all the right things, we'll send you a credit note that can be used on our website. The amount of credit will be specified in the rental partner's terms. For example, the amount may be reduced by an admin or cancellation fee, which is usually to cover the cost of two-way postage, cleaning if required and other costs associated with fulfilling the order.
The rental partner's terms may also specify that the credit note can only be used on items provided by the same rental partner.
The credit note is not redeemable for cash and will expire after 6 months. After using the credit note on an order, any amount remaining can still be used on a future order(s).
Cancellations
For cancellations on all rented items, you will be entitled to a full refund if:
- Your cancellation request is received in the first 24 hours after placing your order, as long as it is still more than 72 hours from your booking start date and your package hasn't yet been dispatched, OR
- Your cancellation request is received 21 or more days prior to your booking start date.
If your cancellation request is received 14 or more days prior to your booking start date (but less than 21 days as per above), you will be entitled to a credit note for the full amount paid including postage. The credit note can be used to rent or buy any item on the All The Dresses website and will have a 6 month expiry.
For cancellations outside these conditions, please refer to the terms of the rental partner offering the item. Some may allow cancellations at shorter notice, and some will allow a cancellation right up until dispatch of your package.
In these cases, a credit note will be offered, but the amount may be reduced by a cancellation fee. Any fees will be specified in the rental partner terms. The rental partner's terms may also specify that the credit note can only be used on items provided by that rental partner only.
For detailed information about all terms & conditions that apply to rentals on All The Dresses, check out our Rental Agreement.
Purchases (New Items)
Our policy for return of purchased items lasts 14 days. If 14 days have passed since the date you received your item(s), unfortunately we can’t offer you a refund or exchange.
Faulty or damaged items
If an item purchased via All The Dresses is faulty or damaged, please take a photo, send it to us for review and let us know whether you would prefer a refund or replacement. In some cases we will ask for you to post the item back to us for inspection.
If your return is approved, a refund would be for the full amount of the item(s), including the original postage cost. If we've requested that the item be posted from you back to us, we will also reimburse that cost.
We can't guarantee that a replacement will be available, so if this is your preference and we aren't able to fulfill it, a full refund will be given.
Change of mind
A refund or exchange is offered on all purchases through the All The Dresses website, except for the following item types:
- Intimate products
- Gift vouchers
If you are returning an item because of a change of mind, or any other reason, please get in touch with us for approval and instructions on how to post back the item. Postage to return the item back to us will be at your expense.
We require a receipt or proof of purchase. Your item must be unused and in the same condition that you received it and must also be in the original packaging.
Refunds won't be processed until the items have made their way back to us. It may then take up to 3 business days to process the refund and then 1-3 days before the refund can be seen in your bank statement.
The refund amount will be for the item cost only. If you paid a postage fee on your original order for the item, this will not be refunded.
Purchases (Ex-Rentals)
No returns or refunds are offered for ex-rental or 2nd-hand items purchased on All The Dresses.
If you feel the item is significantly different to what was described, please let us know within 24 hours of delivery and we will take it under consideration. No returns are offered for issues with size or fit.
