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. 

If you require your outfit for an extended period of time (i.e. more than 16 days), please contact our customer care team who will be happy to agree a price and make a reservation for a longer duration.

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, for 80% off the hire price. Refer to 'How does your Back Up outfit service work?' for more details.

If you would like to place an order for more than two outfits, please get in touch with us beforehand and we can discuss your individual requirements.

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 at 80% off the hire price. 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. If you would like to place an order for more than two outfits, please do get in touch with us beforehand and we can discuss your individual requirements.

How to book a Back Up outfit:

1. Add your chosen two styles to your cart; be sure to select the same delivery date otherwise we might be unable to fulfill your order.

2. Ensure you have read and understood our FAQ page and our Terms and Conditions.

3. Checkout as normal and enter discount code: BACKUPOUTFIT. This will reduce the lower priced style to 80% off the hire price.

4. Complete the checkout process as normal.

Kindly note that including a Back Up outfit in your order does not entitle you to wear both of them during your rental period. One of your outfits is required to be returned to us with tags in tact and no signs of wear. If not, it will be considered worn and you will be charged the full rental price of the Back Up outfit (less the amount already paid).

We recommend choosing two styles within a similar price range as the difference between the two styles does not get refunded if you choose to wear the less expensive style.

Please note that you are unable to combine this discount code with any other offer or discount.

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 (less return postage and packing costs). If you decide to return your outfit to us, to be eligible to receive a rental 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 14 days in advance of your delivery date are eligible to receive a full refund. Cancellations made within 14 days of your delivery date will receive a refund for any postage and packing costs and a hire credit for the remaining value of their order.

We charge a flat rate of £6.00 for Royal Mail 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.

Where outfits are available, we aim to deliver orders a day or two in advance of your chosen delivery date to ensure that you have your garments in plenty of time for your special occasion. If this happens, please consider this a bonus - the first day of your rental still commences on your original chosen delivery date.

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.

Whilst it is rare, there are some circumstances where by your chosen outfit may become unavailable (i.e. the outfit has been damaged by a previous customer and we've been unable to source a replacement, or the outfit has not been returned in time by the previous customer).

As soon as we become aware of such instances, we will notify you and issue a full refund. We will also offer an alternate option (subject to availability), completely free of charge.

Unfortunately at this stage we are unable to offer international shipping on hire/rental reservations and ship to within the UK only.

If you are interested in any of our Ex-Hire Outlet garments, we are able to offer international shipping. Please contact our friendly customer care team to discuss further.

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.