Terms & Condition
Agreement Overview
If you’re under 18, we recommend having a parent or guardian review our Terms & Conditions before making a booking. They must also agree to these terms when renting from us.
By visiting www.loveofrentals.co.nz, browsing our website, or renting from Love Of Rentals, you are using our service and agreeing to our Terms & Conditions.
This also applies when engaging with us through social media platforms like Instagram (@LoveOfRentals) and TikTok (@LoveOfRentals), or when contacting us via direct messages, emails, or forms.
We may update our Terms & Conditions from time to time. Any changes take effect immediately, so it’s your responsibility (or your parent/guardian’s if you’re under 18) to review the latest terms each time you use our service.
Booking Agreement
Love Of Rentals operates exclusively within New Zealand (NZ). All postal bookings must be within NZ. If you’re renting for an overseas trip, pickup or postage must be completed within NZ, and you must inform us before making your booking.
Any bookings that we have allowed to be taken overseas, MUST be taken in carry on luggage. Any cause of damage of lost of baggage will result in replacement costs and any further fees that may affect other bookings.
When booking, the name provided must belong to the renter who will be wearing the garment—not a parent or guardian.
By placing a booking, you are confirming that you have permission to wear the selected garment only for the rental period you have chosen.
For high-value bookings, we may require proof of identification before releasing the garment.
Please double-check your rental duration when booking. We require the exact date of your event to ensure your garment arrives at least one day before.
Love Of Rentals is not obligated to offer refunds or store credit if incorrect rental dates are selected. While we’ll do our best to accommodate changes, we cannot guarantee availability for a date adjustment.
All garments are rentals and must be returned within your booked period. Late returns will incur fees and may be considered theft if the garment is not returned.
By booking with us, you agree to return your rental on time and in accordance with any instructions provided in your thank-you card.
Booking/Date Selection
Before placing a booking, please make sure to carefully read our How To Book page. It contains important information to help ensure your order is processed correctly and arrives on time for your event.
Booking the correct event date is extremely important, as it tells us when to send your rental and when we can expect it to be returned. As well as when to have it ready for pick up (if you book locally).
When placing your order, please ensure you select the actual date of your event, not the date you would like the rental to arrive. We use your event date to schedule delivery, and your rental will be sent/ready for pick up so that you receive it 1–3 days before your event.
If you are travelling the day before your event, please contact us either before or immediately after placing your booking so we can make a note on your order. Even in this case, you must still select your event date when booking.
If you accidentally choose the wrong date, please let us know as soon as possible. We’ll do our best to update it, depending on availability. If your event date is unavailable and you’ve given us at least 7 days’ notice, we will issue a store credit. Please note that refunds are not available. If your item has already been packed or sent, or if you notify us less than 7 days before your event, a store credit or refund will not be issued.
For events taking place on a Friday, Saturday, or Sunday, it is especially important to select the correct date. If you mistakenly choose a Thursday as your event date, your return will be the next business day (Friday) — which may clash with your actual event. In these cases, we may not be able to extend your hire period, as the item may be required for another booking.
To avoid any disruptions, please double-check that the date selected reflects your actual event date.
Shipping/Pick Up
We use Overnight Courier for all rentals, shipped through a trusted third-party service (GoSweetSpot), which works with NZ Post to get your dress to you as quickly and smoothly as possible.
While overnight delivery is the goal, it’s not always guaranteed. Sometimes delays can happen, so your order may take 1–2 working days to arrive. If you’ve selected Rural Delivery, your order may take 2–3 working days from the day it’s sent.
We recommend booking your rental early to allow enough time in case of unexpected delays.
Postage:
If you've selected Postage at checkout, you'll receive email updates at every step — including when your rental is picked up by the courier, when it's out for delivery, and once it's been delivered.
All postal orders are sent at least 2–3 working days before your event date, unless otherwise arranged for early delivery or extended bookings (e.g. if you're travelling).
Please double-check that your delivery details are correct at checkout, as these are used exactly as entered for your shipping label.
A tracking email will be sent once your rental has been collected by the courier — usually 2–3 days before your event. If you haven’t received tracking details by 2 days before your event, please contact us so we can provide them for you.
Postal Cut Off for Overnight Postage:
For Friday to Sunday events, please make sure to place your order no later than Tuesday at 8pm. This allows us to include your rental in our final dispatch on Wednesday.
For Monday to Thursday events, bookings must be placed at least 4 business days before your event date to allow enough time for processing and shipping.
Late orders may risk missing the delivery window, so we strongly recommend booking early wherever possible.
Missed the Postal Cut-Off?
If you've missed the standard cut-off and still want to place a booking, please read the following carefully.
Orders placed after the postal cut-off times are made at your own risk and are not eligible for store credit or refunds if they do not arrive in time.
Late Booking Timeframes:
For Friday Events:
You may place your order up until Wednesday at 8pm (dispatched Thursday). Please note: this is not guaranteed to arrive in time. No store credits or refunds will be issued if it does not arrive.
For Saturday, Sunday, or Monday Events:
You must select “Overnight Saturday Delivery & Return Postage” at checkout to ensure a Saturday delivery (by 12pm) with a yellow Saturday delivery sticker.
The latest you can order is Thursday at 8pm. Again, this is at your own risk, and no store credits or refunds will be given if your parcel arrives late.
All bookings require at least 24 hours’ notice before dispatch, unless you've spoken to us directly and we’ve confirmed your order can be fulfilled. If you place an order outside of the regular cut-off periods and we are unable to fulfil it in time, your booking may be cancelled.
Rural Delivery Cut-Off
If you live at a rural address, we strongly recommend having your rental sent to a standard (non-rural) address — such as a friend or family member — to avoid delays. Rural deliveries often take longer, which can increase the risk of your parcel not arriving on time.
If rural delivery is your only option, please make sure to book at least 1 week in advance. This gives us enough time to process and dispatch your order.
Any rural bookings made within 1 week of your event are not guaranteed to arrive on time and will not be eligible for a store credit or refund.
Local Pick Up
Local bookings can be placed up until Friday at 5pm, unless otherwise stated on our website. In some cases, we may be able to accept a late booking after this time — just send us a DM or email, and we’ll do our best to help.
We recommend booking as early as possible, and at least one day before your event to ensure your rental is ready in time. You'll receive a message from us (via email or DM) 2–3 days before your event to confirm your preferred pick-up day and time. Once confirmed, we’ll send you the pick-up address and instructions.
If, for any reason, we are unable to have your rental ready in time, we’ll contact you as soon as possible to arrange an alternative pick-up time.
Please only arrive at your agreed pick-up time and day, as your rental will be placed in our secure collection box during that scheduled time frame.
For privacy reasons, do not share the pick-up address with friends or family unless you’ve arranged for someone else to collect on your behalf and have confirmed it with us in advance.
Kindly do not knock on the door, as this is a private residence and we may not be home. Unscheduled visits can affect the privacy of our household, so we appreciate your understanding and cooperation.
Fit Guarantee & Swaps
If your rental doesn’t fit, you may be eligible to swap it for another available item, but this must be done on the same day you picked up the original garment.
Please note that swaps are subject to availability, and we may not always be able to accommodate a change due to limited stock or scheduling.
If you choose a cheaper replacement, no refund of the price difference will be given.
If you select a higher-priced item, you’ll need to pay the difference before the swap is confirmed.
Postage/Local Returns
Postal Returns
If you’ve booked our return postal service, your rental will arrive with a prepaid return courier bag.
Weekend rentals (Friday–Sunday) must be returned on the following Monday by 3pm. If Monday is a public holiday, please return it by Tuesday before 3pm.
Weekday rentals (Monday–Thursday) must be returned the next day by 3pm.
All returns must be dropped off over the counter at any NZ Post branch and scanned by staff before 3pm. Please ask for a receipt, as this serves as your proof of drop-off.
We track return times, and a $20 late fee per day ($30 late fee for late returns from public holiday) will apply if your parcel is returned late — including if it was posted after 3pm.
Local Returns
Local rentals must be returned to the same pick-up address by 7pm on the next business day.
If your event is on a Friday or Saturday, you’re welcome to return your rental on Sunday instead.
If you originally booked a local pick-up but would prefer to ship your return, please let us know asap so we can invoice you for return postage and include a prepaid return bag with your rental.
If you did not pay for return shipping, do not post your rental back without contacting us first. Please DM or email us so we can give you the correct shipping address and return instructions.
You’ll need to pay for overnight postage at NZ Post and send us a photo of the parcel, tracking number, and receipt.
If your return is sent without overnight service, or you fail to send tracking details, and the item is lost or arrives late, you may be charged the full retail value (RRP) of the garment. Late fees will also apply, and you may be required to pay the rental fee again if your late return affects another booking.
Important Return Guidelines
Do not use drop boxes or university mailboxes to return your rental. These options do not guarantee scanning and often cause delays. Your parcel must hand over in person at an NZ Post counter and scanned before 3pm.
If your return is late and the garment is booked for the following weekend but does not arrive in time for cleaning, packing, and shipping, you will be held liable for the full rental fee to refund the next renter. If your delay causes cancellations, you will be invoiced to cover both the late return fee and the cost of any missed bookings.
In case of an emergency (e.g. illness, accident, or COVID), you are still responsible for making sure the garment is returned on time. You can ask someone else to return it for you or book a courier pickup from your home. Please note, fees will still apply for late returns, regardless of the reason.
Shipping Delays
We aim to ship all postal orders at least 2 days before your event date to allow for timely delivery. However, delays can occasionally happen — especially during busy seasons like weekends and ball events when turnaround times between bookings are short.
While we always do our best to send your rental as early as possible, once your parcel has been handed over to the courier (NZPost via GoSweetSpot), it is out of our control, and Love Of Rentals is not liable for any delays or late deliveries.
If your parcel is delayed or you have postal concerns, it is your responsibility to contact NZPost directly at 0800 501 501. Please understand that courier services may not always be able to resolve delays quickly.
By choosing to use our postal service, you acknowledge that there is a risk of your garment not arriving in time for your event. Because of this, we strongly recommend having a backup outfit just in case.
A delivery is only considered “delayed” if the rental has not arrived by the end of the day before your event. If you are travelling before your event, please notify us as early as possible so we can try to accommodate your schedule. While early delivery is not guaranteed, we suggest having your rental sent to a trusted friend or family member’s home at your travel destination instead of a hotel to reduce delivery issues.
If you provide the wrong address and the rental has already been shipped, you will be responsible for either collecting it from the original address or covering the full retail value (RRP) of the lost garment. Redirecting a parcel may add at least one extra business day to delivery and can only be arranged to a nearby alternative address.
Refunds are only issued if your rental does not arrive by the end of the day the day before your event.
If your rental arrives on the day of your event and you choose to wear it, no refund will be provided.
If you are travelling the day before your event and you did not notify us in advance, a refund will not be eligible if the rental does not arrive in time for your travel.
Rental Quality
As a designer dress hire service, our garments are rented out frequently throughout the year. This means they may not always be in brand-new condition, unless you are the first to wear them. Our rental prices reflect the brand, material, and exclusivity of each piece, offering access to high-end fashion at a fraction of the retail cost.
We take great care to ensure every rental is in good condition before it reaches you. Each garment is cleaned and steamed between bookings. While we do our best to prevent creasing, some garments may wrinkle during transit due to necessary folding.
If needed, you may lightly steam or iron your rental, following the care instructions. However, please do so at your own risk, as we are not responsible for any damage caused by steaming or ironing.
When you hire a garment from us, you're borrowing it for a short time — and we ask that you care for it as if it were your own. These pieces are part of a shared wardrobe, so it’s important they’re returned in great condition for the next person to enjoy.
Please avoid making any changes to the garment, such as altering, pinning, excessive taping (especially on delicate fabrics like silk), or cutting off features like hanging ribbons. These small changes can cause lasting damage and may affect the wearability for future renters.
Garment Cleaning/Care
We take great pride in maintaining our garments in excellent condition and expect all renters to treat them with the same care and respect.
We handle all washing, steaming, and dry cleaning (where specified in the product description). Please do not attempt to clean the garment yourself or make any alterations, even temporary. This includes:
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No hemming or pinning
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No cutting off hanging ribbons (please tuck them in instead)
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No excessive taping, especially on delicate fabrics like silk
Our rental fee includes basic cleaning, but if a garment is returned with stains beyond what our standard cleaning can manage, a $15 additional cleaning fee will be charged. This fee may increase if professional services such as dry cleaning are required.
Dry cleaning is only included in the rental price for certain delicate garments, and this will be clearly stated in the item’s description. If these garments require extra stain treatment, an additional dry cleaning surcharge may still apply.
If a garment needs repair or has been altered, you will be charged the cost of restoration or repairs by our seamstress.
If your rental arrives with damage or stains not mentioned in the description or considered normal wear and tear, you must notify us on the same day you receive it, along with photos as proof. If we don’t hear from you on the day of arrival, you may be held responsible for the condition of the garment and charged accordingly.
Rental Description
Rental Arrival
Packaging
Please make sure you return your info cards to avoid a $20 replacement fee. If you received a courier bag with a courier sticker, this means you must post it back using the bag. If you received a courier bag with no sticker, this means you must drop it off at the pickup address.
Damages, Theft, Fees
If you have damaged the garment, please be honest and advise us ASAP and send us photos. This will save us time having to rush/stress to find a solution if the garment is booked the following weekend. Even if you damage the garment, you must return it back to us so we can review it.
If the garment returns with holes, stains, rips etc. a fee will be issued to cover the cost of any dry clean required/seamstress. Please note that these costs are additional and are not covered in the rental price.
If the garment is unfixable to my rentable standard, full RRP will be invoiced to replace/cover the garment. The damaged garment will not be returned to you unless discussed.
Stolen/Lost
If a garment has not been delivered past the estimated arrival time and has gone beyond the delayed period, we will investigate it with NZPost as it could be lost within transit.
If a garment has shown delivered on tracking but you cannot find the parcel in your mailbox, we will investigate with you. We will contact NZPost to open an investigation case to see if they can confirm that it was delivered to your address.
If the garment was stolen from your house, YOU are liable to pay for the RRP of the garment and the rental cost(s) to cover any refunds for future bookings. We understand that sometimes it's out of your control, but it is your house so you are liable to cover for any lost/stolen garments.
If you fail to return the garment by the required return date and give us poor communication/remove your accounts, we will invoice you to cover any fees such as RRP, late fees, and any rental fees for future bookings. We will take legal action from a third party to action these fees. Failure to pay may affect your credit or will be blacklisted from other rental companies in NZ.
Fees
Any fees not paid by the required date such as late fees, RRP for replacement, dry cleaning fees, info card fees, and seamstress fees will be actioned through a third-party invoiced to you. We can do a payment plan which must be paid on time by the required date. Failure to pay fees, we will claim through dispute tribunals which will affect your credit score and also be blacklisted from rental companies across NZ.
Cancellations, Store Credit, Refunds
Cancellation
We understand sometimes events can cancel or you can get sick unexpectedly! If your event gets cancelled you are able to get a store credit or change to a future date. If your event cancels within one week, you are at risk of your garment already being packed to ship out/pick up. Unfortunately, we will not offer any store credit if we have already packed your garment. At least 1 week's notice is required for a store credit (if it's not been packed) due to event cancellation/getting sick. No refunds will be given for any booking cancellations.
Refunds
If the garment comes faulty or damaged and we did not alert you to the damage before booking, you are entitled to a refund. You must get in touch with us with photo evidence ON the day of arrival or pickup. Please be aware that minor faults may not be considered faulty or damaged. If the garment is unwearable, you must return it on the same day as the arrival/pick up day in order to receive a refund, unless it was delivered after 3 pm. A 20% rental fee refund is available if you choose to wear the damaged or faulty item. All reimbursements will be issued following their return and inspection.
Absolutely no refunds for any garments that don't fit or don't like. No refunds for cancellations due to event cancellations, change of mind, and sicknesses. If we don't receive your garment from the previous weekend due to delays to be shipped to you no refunds will be issued, but a full store credit will be offered. Since we have no control over delays.
The previous renter will be charged the rental fee to reimburse you for the late return they made if they returned the garment late and we weren't able to get it to you in time. NZPost will offer a complete refund if, following an investigation, it is determined that the package was lost by them. If it was stolen from your property, you are entitled to pay RRP for the replacement of the garment.
If your garment was sent on time, but did not arrive for your booking date, no refund will be provided but a store credit of the rental value will be given (not including shipping cost).
Please note: If a refund applies due to damage, no refund will be given until the garment has been returned for inspection.
Store Credits
Store credits are only eligible for 1 year from the issue date. Store credits are eligible for a change of date to the event/becoming sick (1 week's notice if not packaged). Full store credit for the rental price if your garment does not arrive by the date required due to postal delays. Store credits can not be transferred to others or used on a consigned rental.
If you wish to use your store credit for a rental that is less than the amount you have available to use, you WILL NOT get a refund for the remaining credit. You will be notified how much you have left to use and the expiry will remain the same from the original date it was issued. No store credit will be available on consignment bookings.
Social Media
By tagging us and sending your photos, you accept for us to repost and share your photos on our social media.
Note
Love of rentals has the authority to not rent again to anyone breaching our T&C’s. We do not have to give an explanation if we block or decline to rent from you. You are liable to keep up to date with our T&Cs as these strict guidelines will take place immediately. From renting from Love Of Rentals you have read and understood our T&C’s before booking with us.
If you proceed to rent from us. A big THANK YOU!! To support our small business in a more sustainable way. I hope you had an easy process when renting with us. If you have any feedback feel free to let us know!
- Love Of Rentals xx