FAQ
Below are some of the common questions:
GENERAL INFORMATION
BOOKINGS & CANCELLATIONS
DRESS CARE & RETURNS
SHIPPING
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TERMS & CONDITIONS
By paying to reserve an item you are agreeing to the following terms. Please consider this before renting.
1. Bookings
1.1 Dates are reserved after full payment only.
2. Refund Policy
2.1 For any reason, including change of mind, a store credit can be offered up until 14 days prior to your event. Within 14 days of your event, the hire price is non-refundable. The store credit is valid for 12 months from the date of issue.
3. Payment
3.1 Payment must be online before picking up a garment or having the garment posted.
4. Bonds
4.1 A bond is required for all garments; the cost of the bond varies depending on the garment.
4.2 The bond is returned within 2-3 business days, following an inspection of the dress to ensure it is in original condition.
4.3 The bond will not be returned if any alterations/adjustments have been made to the dress without consent from RK Rentals.
4.4 In the case where further dry cleaning or repairs/alterations are required, the bond will be temporarily held and the cost of this will be deducted from the bond.
5. Dry Cleaning
5.1 The cost of cleaning varies depending on the garment and is included in the hire price.
5.2 RK Rentals will clean the garment; do not attempt to clean the garment yourself in any way.
5.3 Following dry cleaning, all hires are carefully folded, wrapped in tissue paper, and placed in a bag for pickup (or box for postage). If this will not be suitable, please message us on Instagram prior to pickup. Despite RK Rentals’ best efforts, and depending on the fabric of the dress, there is a chance that there may be fold lines. Please be prepared to use a portable steamer to correct this following pickup.
6. Postage
6.1 In the event there are delays by Australia Post and the garment does not arrive in time for your event, a full refund will be issued inclusive of postage costs.
6.2 In the event a hired garment arrives via postage and does not fit or meet the customer's needs for their event, they can receive a store credit valid for 12 months from the date it delivers. The garment must be returned within 24 hours of delivery and must be handed over the counter at the post office to be eligible for a store credit.
7. Store Credits
7.1 The store credit is valid for 12 months from the date of issuance. It must be used within this timeframe, and the rental date for the garment must fall within this period.
7.2 Store credits are non-transferable and can only be utilized by the individual who made the initial booking.
8. Try-Ons
8.1 Booking a try-on does not guarantee that the dress is reserved for your date (for both postage and in-person try-ons).
8.2 Secondary try-ons may be available for a fee.
8.3 Try-ons may not be available after the garment has been reserved and paid for. If you are concerned about sizing, please try on the garment before deciding to pay.
8.4 If local customers opt not to try on their garment prior to payment, and upon pickup discover that it does not fit, a store credit is provided if it is returned the same day (valid for 12 months).
8.5 When trying on dresses with RK Rentals that are also stocked by other companies, we may have made adjustments or alterations to perfect the fit of the garment. If these adjustments have not been made by another company you've tried it on with, it may fit differently. Please make use of our try-on service or contact us for any questions about this.
9. Rental Period
9.1 For hires via postage, the garment must be posted back over the counter at a post office (not in a street posting box) the next business day following your event by 4pm. Failure to meet these conditions may result in late fees at RK Rentals' discretion.
9.2 For pickup and drop-off hires, the garment must be returned within the two days following your event unless an agreement has been made prior to payment of the rental. Failure to do so may result in late fees at RK Rentals' discretion.
9.3 Return postage must be arranged at the time of booking. We cannot accommodate requests to return the dress via postage after your booking is made. Posting the dress back without our prior consent will result in the forfeiture of your bond.
10. Damages
10.1 If an item is damaged beyond repair, the full RRP of the item must be paid.
10.2 Customers acknowledge that they will be wearing second-hand items which have been rented by other customers. Therefore, refunds or discounts will not be issued for minor wear which could be expected of a second-hand garment.
11. Postage Try-Ons
11.1 Due to the high demand for our rental services, we give priority to dress rentals over postage try-ons. If your postage try-on needs to be rescheduled or, in certain cases, cancelled because of a rental booking, we will inform you right away.
11.2 When you book a postage try-on for a specific garment, it does not automatically reserve the garment for your event date. We will temporarily hold it for your event during the time it's been handed over the counter at the post office, while in transit to you, and for the first 12 hours after the delivery time. Beyond that point, it becomes available for bookings by other customers.
11.3 The garment must be returned by handing it over the counter within 24 hours of it delivering to you and must not be placed in any street posting box.
RETURNS (AUSTRALIA ONLY)
We accept returns for dresses purchased within Australia, provided the return is initiated within 5 days of delivery.
Items must be unworn, unused, unwashed, and in their original condition with all original tags and packaging intact.
Postage costs are non-refundable, and return postage is the responsibility of the customer.
Once we receive and inspect the returned item, refunds will be processed to the original payment method within a reasonable timeframe.
To request a return, please email info@rkrentals.com.au within 5 days of receiving your order. Be sure to include your order number in the subject line and a brief explanation of your request. Please note: We strictly cannot accept return requests outside of this 5-day window.
INTERNATIONAL SALES
All international sales are final.
We do not offer returns, exchanges, or credits for orders shipped outside of Australia.
Please note that international customers are responsible for any import duties, taxes, or customs fees that may apply upon delivery. These charges are determined by the destination country’s customs authorities and are not included in the item price or shipping cost at checkout.
GENERAL CONDITIONS
We reserve the right to reject any returns that do not meet the above conditions (e.g., items that show signs of wear or damage).
Store credits already issued for RK Rentals cannot be used on Are Kae purchases.
We are not responsible for items lost or damaged during return shipping, so we recommend using a tracked postal service.
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