INFO+ FAQS

INFORMATION + FREQUENTLY ASKED QUESTIONS 

How does renting from Rent Robe work?

Choose your favourite garment, select your size and rental dates, and choose either nationwide postage or pickup where available. Your garment will be prepared and sent to you before your selected event date.

Once your event is over, simply return the garment using the prepaid return bag provided.

How long do I get to keep my rental?

Your rental period is based on the dates selected at checkout.

For postal rentals, garments are generally delivered before your event and must be returned by 4:00pm on the next working day after your rental date. You will recieve a card with your package to confirm this date and time. 

For weekend rentals, the return day is generally Monday.

Please always check the return date shown on your booking confirmation.

When will my dress arrive?

We aim to have postal rentals arrive before your selected event date.

Because courier networks can experience delays, we recommend selecting a rental date that allows enough time for your garment to arrive before you need to wear it.

If you are travelling before your event or need the garment earlier in the day, select an earlier rental start date where appropriate.

How do I return my rental?

For postal rentals, place your garment inside the prepaid NZ Post return bag provided with your order.

Your return must be scanned at an NZ Post counter by 4:00pm on the next working day after your rental.

Please do not use an NZ Post drop box. The parcel needs to be scanned by an NZ Post staff member so there is a record of lodgement. Rent Robe currently states this return requirement on its product pages. 

When will my dress be shipped?

Your dress will generally be dispatched 2–3 working days before your rental date.

We aim to dispatch all weekend rentals on Monday. However, if we are waiting for the dress to be returned by a previous customer, your order may be dispatched on Wednesday instead.

We monitor all returns closely and do our best to ensure your dress arrives with plenty of time before your event.

What happens if I return my rental late?

Late returns incur a $20 per day late fee.

This applies from the required return date until the garment is received back by Rent Robe.

Late returns can also affect the next customer's booking, so please contact us as soon as possible if you're having an issue returning your garment. 

Can I use fashion tape with my rental?

No, fashion tape is not permitted as it can leave residue or damage the fabric.

If you need to secure your dress, body-safe fashion glue is the only permitted adhesive. Please apply it carefully and avoid getting glue directly onto the garment.

What happens if I lose my return bag?

Please contact us as soon as possible.

We can provide instructions for returning the garment using an alternative courier method. Do not simply send the garment using standard/economy post, as it may not arrive within the required timeframe.

What if NZ Post is delayed?

Rent Robe uses NZ Post as a third-party courier service.

Once your parcel has been dispatched, you will receive tracking information. Please keep an eye on your tracking and contact NZ Post directly if your parcel is delayed.

If there is a significant issue with your delivery, contact us as soon as possible so we can assist.

What if my garment arrives damaged?

Please contact us within 24 hours of receiving your garment and send photos of the issue.

Do not wear the garment if you believe the damage was present when it arrived.

We will assess the issue and work with you to determine the appropriate solution.

What if I damage the garment while wearing it?

We understand that accidents happen.

Please contact us as soon as possible if your garment is damaged.

Depending on the damage, you may be responsible for the cost of cleaning, repair, replacement, or any other reasonable costs associated with restoring the garment.

Minor signs of normal rental wear are not treated the same as significant damage.

What counts as normal rental wear?

Rent Robe garments are rented garments, so they may not always be in brand-new condition.

Small signs of previous wear can occur, including minor marks, slight fabric wear, loose threads or other imperfections that do not affect the garment's overall appearance or wearability.

We do our best to accurately describe the condition of each garment on its product page.

Can I wash or dry-clean the garment myself?

No.

Please don't wash, dry-clean, iron, alter or otherwise attempt to clean the garment yourself unless Rent Robe has specifically instructed you to do so.

Our garments are professionally cared for between rentals, and incorrect cleaning can cause permanent damage.

Can I alter the garment?

No. Garments must not be permanently or temporarily altered.

This includes cutting, sewing, pinning, removing labels, attaching items or making other modifications that could damage the garment.

If you're unsure whether something is safe to use with your rental, contact us first.

Can I wear jewellery with my rental?

Yes, but please be careful.

Jewellery, handbags, rings and other accessories can catch on delicate fabrics and cause pulls or tears.

We recommend putting on jewellery and accessories after you've put on your garment.

Can I eat and drink while wearing my rental?

Of course - but please be careful!

We recommend avoiding foods and drinks that are particularly likely to stain, especially red wine, coloured drinks, oily foods and heavily pigmented makeup.

Staining that requires specialist cleaning may result in an additional cleaning fee.

What happens if I get makeup on the dress?

Please don't try to remove the stain yourself.

Contact us and return the garment as normal. We will assess the garment and determine whether additional cleaning or repair is required.

Can I take my rental overseas?

If you need to travel with your rental, please contact Rent Robe before booking.

Do you offer try-ons?

Yes! Selected garments may be available for try-on.

Postal Try-Ons are available on eligible items using the TRYON discount code, which provides 50% off the standard rental price. Try-Ons are intended to assess fit and style only and are not intended to be worn to an event. 

Try-On availability is not guaranteed, as garments may already be booked for other customers.

How does the Postal Try-On work?

Select the garment and use TRYON at checkout if the item is eligible.

The garment must be returned the next working day and scanned at an NZ Post counter by 4:00pm.

If a Try-On garment is worn beyond a genuine try-on, damaged, stained or returned late, additional charges may apply. 

What happens if I don't return the garment?

The person who placed the booking is responsible for the garment until it has been returned to Rent Robe.

If a garment isn't returned, is lost, stolen or damaged beyond reasonable repair, you may be charged the relevant replacement costs as well as any applicable late fees or losses resulting from the garment being unavailable for future bookings.

What if I accidentally damage the dress?

Don't panic - contact us first.

We'd rather know about the damage immediately than have you attempt to repair or clean it yourself.

We'll assess the garment and let you know what, if anything, needs to be paid for the repair, cleaning or replacement.

Do I have to pay for accidental damage?

Rent Robe offers Accidental Damage Protection on eligible bookings. The current option displayed on the website is $15. 

If you purchase this protection, the coverage and exclusions shown at checkout apply.

Damage caused intentionally, through misuse, loss, theft or circumstances outside the protection's terms may still be chargeable.

Where do you ship?

We offer nationwide shipping within New Zealand.

Please make sure your delivery address is correct when ordering, particularly if you're sending the garment to accommodation, a hotel, university or another temporary address.

Can someone else wear my rental?

The rental is booked specifically for the customer and selected size.

Please don't pass the garment on to another person without contacting us first.

How old do I need to be to rent?

If you're under 18, we recommend having a parent or legal guardian make or approve the booking on your behalf.

What happens if another customer's late return affects my booking?

We understand how frustrating this can be, especially when you have an important event.

We do everything possible to manage turnaround times and communicate with customers when issues arise. However, because rentals depend on garments being returned by previous customers, unexpected delays can occasionally occur.

If an issue affects your booking, we'll contact you and work through the available options.

Can I book more than one garment?

Absolutely!

If you're deciding between outfits, attending multiple events or organising outfits for a group, you can book multiple garments subject to availability.

For different event dates, we recommend placing separate bookings so that each rental period is correctly allocated.