CHOOSING YOUR DRESS
How do I choose the best size?
Our stylist has made notes regarding sizing in the "Size Guide" shown next to each dress. If a style comes up unusually large or small, we will note this in the description. We also allow you to choose an additional ‘back-up size’ (smaller or larger) for free. That’s unless it’s one of our “One Size” Butter by Nadia dresses which suit sizes 6-18.
How many dresses can I order?
Dresses can only be shipped two at a time. If you order one dress and a back-up size, this will be posted out as one shipment. If you want to order more than one style of dress, these will be dispatched separately. As each different style is shipped separately, post and packing is charged per shipment.
Can I try a dress on in advance?
Yes, if your event is over 3 weeks away we can ship your selected dresses to you to try on. In each delivery you may request a single dress, or a dress with a back-up size. You will be able to keep the dress(es) for 2 days (accepting delivery on day one, and returning the dress on day two). Try-on is free, but by courier and shipment charges will vary depending on the weight of the dresses. Maximum cost for return shipment will be £15.00 for 2 dresses.
Prior to requesting advance try-on you should reserve your chosen dress for your event date online, as otherwise we cannot guarantee that it will still be in stock after the try-on. If after trying on your dress you aren't 100% happy, we are happy to cancel your reserved dress and refund you the full rental fee plus the delivery charge. Please note the try on in advance fee is non-refundable.
Please e-mail email@example.com to request advance try-on. The date of delivery will depend on the soonest date which the dress has an available slot and we will update you as soon as we have an estimated delivery date.
ORDERING AND DELIVERY
What is 5 day rental/10 day rental?
We count the day your dress is received as the first day, and the day the dress is returned as the last day in the hire period. Example: For a 5 day rental, if your dress is delivered on a Monday, you should post it back by the end of Friday. For a 10 day rental, if your dress is delivered on a Monday, you must post it back the following Wednesday. Don’t worry, we’ll include a note with your delivery reminding you of the date by which your dress must be posted back.
If your 5th/10th rental day falls on a Sunday or a Bank Holiday, you’ll need to post it back the next working day.
What are the delivery times?
For the vast majority of customers delivery is Monday-Friday before 1pm on the delivery date you specify, if not before. We recommend you select a delivery date at least 2 days before your event e.g. if your event is on a Saturday choose Thursday delivery. If you would like to have your dress a few days before your event to give you a little extra time to buy accessories we recommend you opt for 10 day rental. On the rare occasion that we cannot deliver your dress to you in time for your event we’ll notify you ASAP.
Do you deliver everywhere in the UK?
We deliver to all addresses served by our courier My Hermes. However for certain remote areas, delivery may take up to an extra 3 days. Don’t worry, the extra delivery time does not affect your rental period. If you live in one of these remote areas, when placing an order, please ensure your delivery date is at least 5 working days away to ensure we can get your dress to you on time.
Do you offer next day delivery within the UK?
Although it isn’t possible to order a dress for next day delivery online, we will do our best to help you out! Please contact us on firstname.lastname@example.org or 07912398338 and let us know which dress and size you’d like to rent. If it’s in stock we’ll do our best to ship it to you to arrive by 1pm the next day. Our standard postal fee of £9.95 will apply.
How much does delivery cost?
Delivery costs £9.95 per shipment (maximum shipment contains 2 dresses, one plus back-up size), and the there is no postage fee to return the dress to us.
Do you deliver outside of the United Kingdom?
Unfortunately, at this time, we only deliver orders within the United Kingdom.
Do I need to sign for my order?
Royal Mail will deliver and collect from you without the need for you to be at home.
When do I pay for the hire of my dress(es)?
Payment is taken at the point at which your order is placed, either on our website, or over the phone.
What happens if I am out when you deliver?
If no one is available to sign for your dress Royal Mail will deliver and leave a card at your property for you to collect from your local Post Office
What if my dress does not arrive on time?
If on the rarest of occasions, your dress does not arrive in time for your event, we will refund you the full cost of the dress hire, including post and packaging costs.
Can you deliver to a work address?
We can deliver to either your permanent address or to your place of work. Please ensure that there is someone present to sign for your delivery.
When should I try on my dress?
Ideally, as soon as you receive it, so that if either of your size options don’t fit, you can then order a new one and have it arrive on time for your event. You must send your dress(es) back the day after receipt at the latest. If you would like to hire a replacement dress please contact email@example.com and we’ll do our best to get one to you. Please ensure that all tags are left intact on the dress or you will not be eligible for a refund.
Can I iron my dress?
All dresses are packaged with the utmost care to ensure that your dress reaches you with minimal creasing. You should not attempt to iron your dress, but if you wish to remove any minor creases you should hang your dress in a humid room (e.g. a bathroom), where possible
After my event, how do I return the dress(es)?
Please do not attempt to wash the worn dress. Please pop the dresses back in their separate covers and fill in the delivery note that you received with your order. You'll need to indicate which dress was worn. If neither dress was worn please see FAQ "What if I wish to cancel my order or my dress doesn't fit?".
Place the dresses in their individual covers inside the delivery box, and then put the box inside the maroon mailing bag. Then take to your local post office and send back. Please make sure you obtain proof of postage.
RETURNS AND REFUNDS
What if I wish to cancel my order or my dress doesn't fit?
You can cancel your order any time before it’s sent out to you for a full refund. If the dress has been sent out to you and you either don't need it any more or it doesn't fit, you should mail it back to us the day after you receive it, at the latest. Please email firstname.lastname@example.org by midday on the day after receipt, to notify us of your intention to cancel. When we receive the dress back you will receive a refund for the rental price and the £9.95 delivery charge. We will deduct the postal fee to return the dress from your refund. The postal fee to return the dress depends on the weight of the dress(es) and is charged at Royal Mail Special Delivery with Response face value. We are happy to accept returns if the original tag is intact.
What if I damage my dress?
Don’t panic! The dress hire fee covers minor accidental damage so whilst we ask that you take good care of your dress, you needn’t worry about incidents such as minor stains which come out in out dry cleaning, rips, missing beads or stuck zips. You will not however be covered for loss or serious damage or neglect. If the dress is returned to us with a large tear which we need to fix we may charge you a £20 tailor fee. If the dress is damaged beyond repair (burnt, stained, ripped out at the seams or stolen whilst in your possession) then we reserve the right to charge your card for the full Recommended Retail Price of the dress.
What if there is a problem with my dress?
If there is a problem with the dress, please e-mail us at email@example.com and we will send you a replacement immediately.
What if I decide I’d like to keep my dress?
We currently do not sell our dresses. If you decide you really would like to keep it, please email us as firstname.lastname@example.org and we’ll see if we can arrange something.
What happens if my dress becomes unavailable?
In the unlikely event that the dress you have booked is not available, we'll be in touch immediately. We'll do everything we can to get you another dress - we will never leave you without anything spectacular to wear.
What if I return my dress late?
It’s really important that you return your dress on time. If you don’t this may leave a fellow Hire Expectations customer without a dress to wear to their special occasion. If you return your dress late, we will have to charge you 30% of the total 5 day rental price per day. If you do not return the dress within 5 days of the end of your rental, we will have to charge you the full retail price. Please do let us know as soon as possible on email@example.com if you think you will be late returning your dress.
What happens if I lose my return shipping envelope?
You will need to package your dress back in the original box and My Hermes will collect as long as you pop our returns shipping document on the front of the box.
What if a dress is out of stock?
All items are subject to availability. If items that you order are out of stock or subject to a delay we will try to contact you at the email address you provided when placing your order. You then may select replacement dresses to simply swap, you won't need to place another order. If you do not wish to order a replacement dress up may request a refund.
How do I know my dress is clean?
All of our dresses will reach you in spotless condition. Each dress will have been laundered or dry cleaned by a specialist as appropriate.
Can I iron my dress before wearing?
We take the utmost care to ensure your dress reaches you with minimal creasing. We suggest that you unpack your dress as soon as possible after delivery, and if you wish, leave it hanging in a bathroom to allow the steam to remove any minor creases. You must not attempt to iron your dress.
I have found a brand of dress that I would love you to stock! What do I do?
Please email us at firstname.lastname@example.org and we will see if we are able to help!
How do I contact customer services?
This page should provide the answers to our frequently asked questions. Please check if your questions are answered here, and if not then do get in touch. For the quickest response we recommend you contacting us by email on email@example.com as we endeavour to respond to all enquires within 24 hours.
You are also welcome to contact us by telephone on 07912 398338.There is also an answer phone so you can leave a message if we are not able to answer.
What are your opening hours?
Our customer service opening hours are Mon - Fri: 09.00 GMT - 19.00 GMT and Sat - Sun: 11.00 GMT - 16.00 GMT
How private is the personal information I give to you kept?
Please be assured that we consider all the information you share with us totally private and confidential. At no point will we share, rent or sell your personal information without your consent.
Is it safe to use my credit card online at Hire Expectations?
At Hire Expectations, your personal online security is important to us. All orders are processed through a secure checkout system provided by SagePay and consequently you are guaranteed the best security available.
When is my credit card/PayPal account charged for the rental?
Orders are charged as soon as they are placed on the website or via telephone. You will receive an email from us confirming when your dress has been dispatched.
What security checks are in place to make sure my purchase is valid?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.
I cannot process my order
Please could you try to place the order again. If it still does not work please make a note of what happens and what messages the site gives you. It may also be necessary to try an alternative computer to ensure it is not a compatibility problem. If further problems persist please do not hesitate to contact us at firstname.lastname@example.org
Please contact us if you have any queries, contact us for help or more information: email@example.com.