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Refund Policy

BUY NOW PRODUCTS - 

We do not offer refunds or exchanges on any BUY NOW products bought from our website, unless faulty.

No exceptions

Cancellation

Our cancellation policy is only within  24 hours since you place your order. If you would like to cancel your order to receive a full refund, you must email us (hello@ohrentme.co.nz) within 24 hours of placing your order.  

If 24 hours have passed since your purchase, unfortunately we cannot offer you a cash refund. 

  • OR if your order has been already shipped inside this 24 hour period, we cannot offer you a refund or exchange, 
  • OR if it has been taken away from our premises, we cannot offer you a refund or exchange.

If your order is for a future date, and we have not sent it off yet, and you would like to cancel your order, please email us on hello@ohrentme.co.nz and we will send you a GIFT CARD of the value you paid. 

Any GIFT CARDs issued will last 6 months. It MUST be used up within the time frame, you can use it for a date past the 6 month period, it just needs to be used within the 6 months of issue date. 

No extensions will be given if your GIFT CARD expires. 

  

Refund

Our cancellation policy is only within  24 hours since you place your order. If you would like to cancel your order to receive a full refund, you must email us (hello@ohrentme.co.nz) within 24 hours of placing your order.  

If 24 hours have surpassed since your purchase, unfortunately we cannot offer you a cash refund. 

  • OR if your order has been already shipped inside this 24 hour period, we cannot offer you a refund or exchange, 
  • OR if it has been taken away from our premises, we cannot offer you a refund or exchange.

 

If you receive a product that does not match the quality level that we have described our products to be at, you must contact us within 24 hours of it's receipt to be eligible for any form of reimbursement. If you contact us AFTER your rental date, there is no reimbursement of any kind, as there is no proof that the garment was never worn. 

If the garment does not arrive on time for your event, and your order was placed 3 FULL working days prior to your event date, you will be issued a cash refund. 

We do not issue refunds if the garment does not fit, or if you do not like how it sits on you. This is the risk you take when you rent something without trying it on prior. If you are unsure about sizing, or would like more information on the fit of the garment, feel free to email us on hello@ohrentme.co.nz so we can provide you with more information.

We offer shop try ons and postal try ons - Please refer to this link: https://ohrentme.co.nz/pages/try-them-on

 

Refunds on Orders not arriving on time - 

  • If the garment does not arrive on the date of your event, and your order  was placed 3 FULL working days prior to your event date, you will be issued a cash refund. 
  • If your order was placed after 3.30pm Wednesday - Thursday 3.30pm for the current week - and the garment does not arrive to you on time, we do not issue out cash refunds. You will be reimbursed in the form of a GIFT CARD, minus shipping costs. Due to the late nature of the order, and postal delays being outside of our control, no cash refunds will be issued. 
  • If your order was placed after 3.30pm Thursday, or Friday before 3.30pm, for the current Saturday rental, we do not issue refunds nor gift cards if the order does not arrive on time. Postal delays on such late orders are outside of our control, this will be at your own risk AND Saturday delivery option at checkout MUST be paid for. We will always check with you prior to sending out Saturday delivery garments to make sure you understand the risks and the no refund/gift card policy.
  • Orders that are classified as rural under the NZ post system, and rural delivery was NOT paid for, will not get refunded if it does not arrive on time. Please make sure you select the rural delivery option at checkout as this alerts us to send out your item promptly.
  • If you require a garment before 12 noon it needs to be ordered for the day before and may have an extra charge.
  • It is deemed as it has been delivered if it is attempted for delivery, Item at depot, AND if you tried to arrange for a redelivery but does not arrive on time, we do not offer refunds. We recommend that you pick it up from the depot/post shop if our parcel has been attempted for delivery. Redelivery can cause major delays.

 

We always ship via overnight courier, however NZ post does not give us a 100% guarantee, therefore we are unable to give you a guarantee. Most of our garments have been arriving to our customers overnight. But there is always the chance it may not, which is beyond our control.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

Shipping

When returning the item for refund, please use the pre-paid shipping bag that was provided with your rental. When using this post bag please ensure that you get the barcode scanned by a shop assistant at a New Zealand Post store, so that we are able to track its progress. If you send back the returned garment incorrectly, (either by dropping it in a drop box, or street post box), or any other way, apart from getting the barcode scanned by NZ POST, you will not be eligible for a refund/GIFT CARD. 

If you place your order with an incorrect address, please contact us as soon as possible for us to update your address and send your order to the correct one.  Although we will endeavour to do this, sometimes a system error means the address does not update and the order goes to the address on your website order. In this case it is your responsibility to recover the dress and return it to us. We do not offer refunds nor vouchers in this situation.

Incorrect methods of sending back our parcels, can cause major delays, and it can also get lost in the mail system. All of our parcels are with COURIER, and NOT Mail, so please ONLY hand it over to an NZ POST cashier. 

You may also be charged further if the garment gets lost in transit due to incorrect return method.

The garment MUST be sent back PRIOR to your rental date to be eligible for your cash refund/GIFT CARD.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 ZIPS

All zips are thoroughly checked before the dress is sent out.

Please do not force zips.  The dress should zip up easily, if not,  it does not fit.

If a zip breaks please let us know so we can be prepared to have it fixed when it gets back.

If you feel you should get a refund for the zip we will need a photo of the dress on you with it zipped up as far as it can.  We will also assess the dress when we receive it back and let you know of our decision.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us at ohrentme@ohrentme.co.nz.