FAQS
GENERAL INFORMATION
Where are you located?
We are based in Hawthorn, Melbourne. You can visit us by appointment or browse our collection online. Our exact address will be provided upon booking confirmation.
What is the hiring process?
You can view all the details regarding our hiring process on our How it works page <3
What is the dress hire period?
Our standard hire period is 4 days, starting from the day you receive your dress. Extensions may be available upon request.
Do you offer try ons?
Yes—30-minute in-person try-ons are available. Book via our 'Book a Try On' page or the “Book Now” on Instagram. Please DM us beforehand to ensure your selected garment is available.
BOOKINGS + CANCELLATIONS
What is your cancellation policy?
Cancellations made 5 days before your booking will receive a full refund. Cancellations after this time may not be eligible for a refund. Please contact us if you need to reschedule.
Our full cancellation policy can be viewed in our Terms and Conditions.
How do I confirm my booking?
Your booking is confirmed once payment is received and the Terms and Conditions are signed. You will receive an email or text with your booking details and confirmation.
How far in advance should I book?
We recommend booking as soon as possible, especially during peak seasons.
DRESS CARE AND RETURNS
When do I return my garment?
Please return your garment on the agreed return date. Late returns may incur additional fees.
What happens if I damage the garment?
Accidents happen! Minor wear and tears are covered, but significant damage or loss may result in additional fees up to the full value of the garment. Contact us immediately if any issues occur.
Do I need to clean the dress before returning it?
No need to worry—we take care of all cleaning. Simply return the dress as is, and we'll handle the rest.
Why am I paying a bond?
The bond is a security deposit that protects against significant damage, loss, or late returns. It is fully refundable upon the garment's safe return in its original condition.
SHIPPING
Do you ship Australia wide?
Yes, we ship to all locations across Australia! It is an additional $30 for express return <3
Is shipping included?
Shipping fees are not included in the hire price. You will see the final shipping cost at checkout.
How can I track my parcel?
Once your dress is shipped, you will receive a tracking number via email or text. Use this to track your parcel’s progress.
How long will shipping take?
Shipping times vary based on your location:
- Metro areas: 1–3 business days
- Regional areas: 3–5 business days
*We are not responsible for Aus Post delays/issues.
Send us a DM on Instagram,
or email us hello@lilsrentals.com.