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FAQ

DO YOU OFFER TRY-ONS?

Yes we do, you can book this under the try-on tab. 

 

I’VE BOOKED A TRY-ON, BUT HAVEN’T RECEIVED A CONFIRMATION EMAIL.

This has likely gone to your spam. If you can’t find it in your junk folder please send us a message. If we aren’t able to confirm your appointment due to timings or the dress being unavailable we will always email you to let you know. 

 

DO YOU DO POSTAL TRY-ONS?

Yes we do every Thursday. We announce on our Instagram when our postal try ons go live. A postal try on is $30 for a dress and $35 for a set. 

 

WHEN I PUT IN THE BOOKING DATE, DO I BOOK 2 DAYS PRIOR, OR DO I BOOK FOR THE DAY OF THE EVENT?

Book the starting date for the day of your event. If your booking is for a day event or you are going away the night before we recommend booking the start date a day earlier and then the end date the next day after your event. If your event falls on a Sunday, please ensure you are booking for the Saturday, as couriers don’t run Sunday. We aim to get rentals to you 1-3 days prior to your event however in some rare cases the turnaround can be tighter if there were courier delays or late returns. In this case if the dress is sent to you and there is a delay for any reason it means your dress will still definitely arrive to you in time. 

If there are any delays we will be in touch with you and keep you in the loop!

 

MY EVENT IS ON A FRIDAY, BUT I GO AWAY ON A THURSDAY NIGHT. WHAT DATE SHOULD I BOOK FOR? 

If you need the dress to arrive before you go away, please ensure you book the day prior until the day following your event. This covers you in case the item is late to arrive due to Courier delay and means you won’t leave before your dress arrives! In the case above, please ensure your start date is Thursday – Saturday. It will then need to be returned the following business day (Monday or Tuesday if it’s a long weekend). 

 

I HAD MY DRESS AND DATES SELECTED, WENT AWAY, AND THEN WHEN I CAME BACK, IT’S SAYING THOSE DATES ARE NOW BOOKED. HAS SOMEONE ELSE BOOKED IT? HOW DO I GET IT BACK?

This will be because it’s now sitting in your cart. You can access this here.

If you have left the browser or switched from phone to desktop or vice versa, you’ll need to wait a few minutes for it to automatically clear from your cart as it will be saving it for you in the original session. If for some reason it doesn’t clear after ten minutes please get in touch with us and we can clear the cart for you so you can book! 

 

FOR SOME REASON, YOUR WEBSITE ISN’T LETTING ME BOOK?

There are a few factors that could cause this. Please ensure that the piece that you are trying to book is available for your selected date. You can find what this looks like on our how it works page, which explains how our booking calendar works.

Once you have selected your dates, it’s important that you wait a few seconds for the cost to pop up under the calendar before clicking the book now button.

At checkout, please ensure that you have clicked yes or no to the backup option questions. 

At the bottom of the page just before checkout, you need to click that you agree to all the Terms and Conditions before it will let you proceed to the next page. 

 

CAN I HAVE MY DRESS ARRIVE A FEW DAYS EARLIER THAN MY BOOKING DATE?

We always do our best to get your rental to you as early as possible, however if you want your dress guaranteed to arrive a few days prior please book accordingly by extending your start date to be earlier. While we always want your dress to arrive as early as possible before your event, in circumstances where a piece is booked two weekends in a row our turnaround time sometimes doesn’t allow us to send pieces off 3-4 days prior. 

If you’d like it earlier, please book a few days prior so that our calendar buffer allows the dress enough time between rentals to be sent early. This is also why it’s crucial that you book for the correct dates for other customer bookings either side of yours. 

 

SHOULD I WASH MY RENTAL BEFORE RETURNING IT?

Please do not attempt to wash the rental garment yourself. This is all included in our service. If something has accidentally spilt something on your rental please leave it so we know the exact treatment that has been used. We understand accidents happen, so just let us know upon returning. 

 

I HAVE WORK ON THE DAY THAT I NEED TO RETURN THE DRESS TO THE POST OFFICE. IS IT OKAY IF I SEND IT BACK THE DAY AFTER WHEN I HAVE MORE TIME?

Our booking system and next customer relies on you returning your dress on the first business day following your booking. Please ensure the dress is returned on the date on your booking confirmation and your postcard. Otherwise a late fee will be charged. If you’re unable to get to the post office please call 0800COURIER to collect the prepaid bag from your house or workplace. If this isn’t possible please get in touch with us as soon as possible. 

 

I DROPPED THE DRESS IN A STREET BOX OR AT MY LOCAL SUPERMARKET PARCEL DROP. WHY DID I GET AN EMAIL SAYING MY RETURN IS LATE? 

All postal returns must be handed over the counter at your local post office or collected by Courier Post after a pick up is ordered. If you have dropped the parcel at a dropbox unfortunately it won’t be scanned which is why we have emailed you to say your return is late – as it’s showing it hasn’t been collected into the system. If the parcel hasn’t been handed directly to NZ Post or Courier Post it won’t be sent back on an overnight service meaning it will be 3-4 days late back to us. Please ensure it’s returned correctly for the next customer and to avoid a late fee.

 

I BOOKED A BACK-UP DRESS, BUT MY BESTIE LOVES ONE OF THEM. IS IT OKAY TO WEAR BOTH? 

Yes of course, however we will require payment for the back up dress less the $15 for the back up service. This is not a problem at all, but we would appreciate it if you let us know before sending the item back!

 

WHAT DO I DO IF MY EVENT HAS BEEN CANCELLED DUE TO THE CORONAVIRUS PANDEMIC? 

If your event has been cancelled due to CoVid19, we are offering full store credit on rentals that are valid for up to 12 months. This only applies if we are notified at least 5 days prior to your event of the cancellation. Please email us at admin@theborrowedcollective.co.nz if you need to cancel a booking and we can sort this out for you.

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