DAMAGE & REFUND POLICY

Damage Policy & Refund Policy

Beautiful pieces, worn with care.

We know that when a dress is worn and enjoyed, a little normal wear can happen. We don't charge for reasonable wear and tear from normal use. However, if a garment is returned with damage beyond normal wear, part or all of your security deposit may be withheld to cover specialist cleaning, repair, restoration or, where necessary, replacement.
Fair Wear Protected

No charge for normal use

5-Day Deposit Refund

Quick turnaround on returns

Photo Transparency

Evidence before deductions

24h Fit Guarantee

Size swap or refund

Garment Protection & Damage Policy

Guidelines for caring for your Look and understanding deposit deductions.

Damage That May Result in a Deduction

If a garment is returned with damage beyond normal wear, part or all of your security deposit may be withheld to cover specialist cleaning, repair, restoration or replacement:

Tears or significant fabric damage Including rips, holes, pulls or damage that requires professional repair
Burns Including cigarette, candle, iron or other heat-related damage
Permanent or excessive staining Stains that cannot be removed through our standard professional cleaning
Missing or damaged embellishments Including beading, crystals, sequins, feathers, and appliqué
Persistent odours Including smoke or other strong odours remaining after specialist cleaning
Alterations or modifications Any tailoring or adjustments made without our prior written permission
Loss or damage beyond repair Where an item is unreturned or damaged beyond economical repair, up to the full deposit may be retained.

What Counts as Fair Wear?

Minor signs of wear that naturally occur when a garment is worn as intended are considered fair wear and tear and will not result in a deduction from your deposit. If damage occurs during your rental, please contact us as soon as possible rather than attempting to clean or repair the garment yourself.

How Deposit Deductions Work

Where damage is identified, we assess the garment after it's returned to us. Any deduction reflects the reasonable cost of specialist cleaning, repair or restoration. If the garment is lost or damaged beyond economical repair, up to the full security deposit may be retained. Where a deduction is made, we'll always let you know what was identified and the amount being deducted, with photographic evidence, before the deduction is finalised.

Step 1

Assessment & Inspection

Our specialists inspect the garment upon return against our quality standards.

Step 2

Photographic Evidence

If an issue is found, we notify you with photographic proof and itemised repair costs.

Step 3

Final Resolution

Only the necessary cost is deducted; any remaining deposit balance is promptly released.

Your Refund & Cancellation Policy

Transparent timelines for deposits, cancellations, fit exchanges, and booking extensions.

How your deposit is refunded

Your refundable security deposit is charged alongside your rental fee at checkout. Once your Look is returned and passes inspection, your deposit is refunded to your original payment method — typically within 5 working days of us receiving your return. Please note this is when we release your refund; your bank or card provider may take a few additional working days to show the funds back in your account.

Please note this is when we release your refund; your bank or card provider may take a few additional working days to show the funds back in your account.

If your dress doesn't fit

We recommend checking the size guide on each product page carefully before booking, as fit can vary between designers. If your dress doesn't fit once it arrives, let us know within 24 hours of delivery. If an alternative size is available and not currently rented out, we'll exchange it for you; otherwise, we'll process a return and refund in line with this policy.

24-Hour Notice: Keep all original security ribbons intact when trying on.

If you cancel your booking

Clear tiered schedule based on your scheduled delivery date:

> 14 Days Before Delivery
Full Refund

Full refund of your rental fee and deposit, minus a £15 admin fee.

Within 14 Days of Delivery
50% Refund

50% refund of the rental fee, plus 100% of your security deposit refunded.

Within 48h or Dispatched
Non-Refundable

Rental fee is non-refundable. Your security deposit is refunded in full upon return.

Late returns

If your Look is returned after your agreed return date, a late fee applies and will be deducted from your deposit before any remaining balance is refunded.

Extending your rental

Message us on WhatsApp or by email at least 48 hours before your original return date, and we'll do our best to accommodate it, subject to availability. Extension days are charged at the same daily rate as your original rental period. Requests made with less than 48 hours' notice may result in a £15 deduction from your deposit.

Need assistance with your booking or rental?

Our client concierge team is on hand to help with size exchanges, rental extensions, or care questions.

WhatsApp Us