Delivery & Returns
We charge a flat fee of £8.00 per hire order for delivery; this includes delivery, returns and cleaning fees.
We try and post all orders via Royal Mail Tracked 24/48 where possible (no signature required), however in some instances we will post First Class Signed for or Special Delivery (signature required). Royal Mail endeavors to deliver to you by 5pm on your chosen delivery date and you can chose any working day for delivery. We recommend that you select a date at least one day prior to the date you require your outfit for delivery and note that in some instances, your outfit may be delivered earlier than your chosen delivery date, therefore please ensure the shipping address you provide at checkout will be the correct address for one to three days prior to your scheduled delivery date. We cannot guarantee delivery on a Saturday and do not deliver on Sundays or Public Holidays.
You will receive a confirmation email once your order has been dispatched which will also include your tracking information. If you do not received your email please first check your spam/junk folder and failing that, please contact us for your tracking information.
At present, we offer delivery to the UK only and do not offer international shipping.
If you require expedited shipping, please contact us before placing an order.
You can view Royal Mail's standard terms and conditions here.
Included in your delivery package will be a pre-paid returns mailing bag. Please use this to return your garments to us at the end of your rental and drop off at your local Post Office no later than 2pm on your return date. If your return date falls on a Sunday or Public Holiday, please post your return back to us no later than 2pm on the next working day.
Example: you make a 4-day rental booking and select your delivery date to be Friday. Friday counts as the first day of your booking, Saturday as the second, Sunday as the third, and Monday as the fourth. In this scenario, you are required to drop your pre-paid mailing bag into your local Post Office no later than 2pm on the Monday.
If you have lost your pre-paid returns bag, please return your outfits to: Only Once Dress Hire, Studio 3, Candlewick Lane, Alma Yard, Plymouth, PL4 0FF. Unfortunately we are unable to reimburse you for postage costs if you misplace your pre-paid returns bag.
If your item arrives and you feel it is unsuitable, please contact us immediately and we will either look to send you out a new size or style (if timing permits), or we will offer you a full rental credit (less return postage and packing costs). If you decide to return your outfit to us, to be eligible for a hire credit you must send your item back to us within 24-hours with all tags/security ribbon still in tact. If an item is not returned in the above time frame, or with the tags/security ribbon removed, we will assume the item has been 'worn' and you will not be eligible to receive a hire credit.
We offer a minimum 4-day rental period to ensure that you have sufficient time to wear and return your item within the agreed time lines. If you do happen to miss your return date and send your garment back late, then a late fee of £10/day applies. Where an item is not returned within the two weeks following the agreed return date, we will assume the outfit has been lost and we reserve the right to charge you the full retail price of the item (as listed on our website).
Included in the rental price is £50 accidental damage cover which will cover you for any minor damage. If your item is returned to us in a condition beyond repair, please don't panic - we are here to help and work out the best solution for you. Simply return the garment to us in the pre-paid mailing bag no later than your return date and once received, we will assess the most appropriate action. Under no circumstance should you attempt to clean or repair the outfit yourself. Whilst we will do all we can to fix any damage, if the outfit is damaged beyond repair, you will be liable to pay the full retail price of the item (as listed on our website).
If you have any further questions relating to delivery and returns, please check out our FAQ page or contact us.
EX-HIRE OUTLET DELIVERY AND RETURNS
All our ex-hire outlet orders are shipped free of charge. We try and post all orders via Royal Mail Tracked 24/48 where possible (no signature required), however in some instances we will post First or Second Class Signed (signature required).
Sales of our ex-hire outlet garments are non-returnable and non-refundable. All sales are final. This does not affect your statutory rights.
ACCESSORIES DELIVERY AND RETURNS
We charge a flat fee of £3.00 per order for sales of accessories. We try and post all orders via Royal Mail Tracked 24/48 where possible (no signature required), however in some instances we will post First or Second Class Signed (signature required).
For returns of accessories, you must notify us within 14-days of receiving your order that you wish to return it, and then return it to us within the subsequent 14 days. We only accept returns of goods if they are unused, complete in their original packaging and in a resellable condition. Before returning any items to us, please contact us at firstname.lastname@example.org. Once returned items are received and checked by our team, we will process a full refund for your purchase, less shipping costs. Unfortunately, due to health and hygiene reasons, we cannot accept returns on earrings. This does not affect your statutory rights.