FAQs

Before contacting our customer care team, please read our FAQs below as it is likely your question has already been answered. 

Only Once is one of the UK's favourite online designer and high-end outfit hire boutique for all of life’s special events. Whatever the occasion, Only Once provides you with a unique fashion experience right at your fingertips. We offer our customers the opportunity to rent designer garments at a fraction of their retail price - saving you money, wardrobe space and helping you do your bit for the planet. 

At this stage, Only Once is an online dress hire boutique only and we do not have a physical store. If this changes in the future, we promise you'll be the first to know.

You can make a reservation for either 4, 8 or 16 days. Simply select your preferred rental length and your delivery date when making your booking. We suggest making your delivery date 1-2 days before your event date, noting that we cannot guarantee delivery on a Saturday. Your designer outfit will be delivered to your door by 5pm via Royal Mail on your selected 'delivery date' and you are required to post the item back to us by 2pm on the last day of your rental period ('return date'). If your return date falls on a Sunday or Public Holiday please post the item by 2pm on the next working day. You can of course return your garment to us sooner than your return date, however please do not return it any later.

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. 

All our items are either brand new or in near-new condition. We adhere to strict quality control checks to ensure that our customers are fully satisfied with the condition of their outfit when it arrives. If your outfit is delivered and you are not happy with its condition, please reach out to us immediately and we will do all we can to send you a replacement or provide a full refund. 

At Only Once, we guarantee that all our items are 100% genuine and authentic. 

No, under no circumstances do we recommend that you try to clean your garments. Simply return them to us using the pre-paid mailing bag and we will do the rest. 

We do our best to ensure that every outfit arrives wrinkle-free, however if your outfit has become creased in transit, please try steaming the garment on a low heat. Alternatively, you can hang the outfit in a steamy bathroom and the steam will naturally de-crease it for you. Please ensure you hang the item where it can't accidentally get splashed. We request that under no circumstances do you attempt to iron the garments as this can cause damage.

We include in the rental price £50 accidental damage cover which will cover you for any minor damage. In the rare circumstance where the repair costs exceed this amount, we will ask you to pay the difference. For example, if the repair cost is £90, we'll ask you to pay £40.

For obvious reasons we ask that you do not use fake tan whilst wearing our garments as they can become easily spoiled. Please also be careful with make-up.

On very rare and unfortunate occasions, you may damage your garment beyond repair. If this happens, please don't panic - we are here to help and work out the best solution for you. Simply return your item to us using 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). 

Where items are lost, or not returned to us within 14 days of your 'return date', you will be liable to pay the full retail price of the item (as listed on our website).

We offer a minimum 4-day rental period to ensure 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 14 days 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), less any late return fees already charged. 

We understand that choosing an outfit for an important occasion can be a difficult decision. At Only Once, we offer our customers the option to add a second dress of your choice to any order, completely free of charge. Refer to 'How does your Back Up outfit service work?' for more details.

If you are feeling indecisive, think you may be between sizes or can't decided between two of our items, we offer a Back Up outfit service for all orders placed. This allows you to include a second garment of any size, style or brand within your booking completely free of charge*. If you are choosing to use our Back Up outfit service, please ensure your 'delivery date' is the same for both of your selected items. To ensure we are fair to all our customers, we only allow one Back Up garment per order; you can add more than two items to your order, however you will only be eligible to receive a full refund on one item (any other unworn items, you will only be eligible to receive a hire credit). To be eligible to receive your Back Up outfit free of charge, you must only remove the tags/security ribbon from the outfit(s) you chose to wear and return the second item to us with all tags/security ribbon in tact. If the tags/security ribbon is removed, we will assume the item has been worn and you will not be eligible for a refund.

*You will be charged upfront for the full rental price of your chosen outfits, however we will automatically issue a full refund for one unworn garment once it is returned to us with all tags/security ribbon still attached. Please note, on some occasions, refunds can take up to five days to show up in your account.

We understand that there'll be times when our garments don't suit you as you expected. 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 a hire credit to be redeemed against future orders (less return postage and packing costs). If you decide to return your outfit to us, to be eligible to receive a full store credit you must send your garments 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.

In order to cancel or change your order once it's been placed, please contact us here. Cancellations made at least 14-days in advance of your delivery date are free of charge and we will refund you the full value of your order. If you cancel within 14-days of your delivery date, we will issue a hire credit equal to the full value of your order.

We charge a flat rate of £6.00 for Royal Mail First Class delivery to the UK. This includes both delivery to your door on your selected delivery date and a pre-paid mailing bag to return your outfits to us at the end of your rental period. The delivery fee also includes garment cleaning costs following your rental. Please refer to our delivery and returns policy here.

We do all we can to ensure that your chosen outfit arrives on your selected 'delivery date'. In rare circumstances that your dress doesn't arrive within the specified deliver time, please contact our friendly customer care team immediately and we will do all we can to help.

Unfortunately at this stage we are unable to offer international shipping and ship to within the UK only.

If a particular outfit, size or designer/brand is not featured in our collection, please feel free to contact us and we will see what we can do. We are always on the lookout for the best selection of designer outfits to stock and are continuously wanting to ensure our customers are satisfied. 

Our team is on hand to help with any questions you may have; please click here to contact our friendly customer care team today.