Where do you ship?
WE SHIP ANYWHERE IN AUSTRALIA!
We typically use Australia Post’s Express Post Service to deliver items to your door, although sometimes utilise DHL express, Toll and Sherpa to ensure on time delivery. Here is a list of commonly asked questions regarding our delivery, returns and refund policies.
Do I pay for postage?
No! – ALL postage costs and dry cleaning costs are included in our hire price - because we hate it when we think we are buying something for X and it ends up costing Y.
How long does it take to deliver my items?
‘Express Post’ by Australia post guarantees next day delivery within the Express Post Network. Find out if you are in this network by checking the Australia Post website or contact email@example.com prior to making a reservation.
If you live outside the network – delivery may take up to 3 days (typically 2 days).
Where can we post to?
We will post ANYWHERE in Australia! We also send to PO Boxes, business addresses & home addresses. It’s always best to send to an address where you know someone will be able to accept collection of a parcel. (This will avoid you having to visit a post office to collect during their limited business hours). Check here to see if your postcode falls within the overnight guaranteed service.
Do I have to sign for my parcel?
No, although if you would like to sign on delivery please let us know at check out in the notes section. Please note that once your parcel has been delivered by Australia Post it is then considered to be in your possession and you may be liable for any loss, damage or theft until the item is safely returned to BYW. If there is no safe place for your parcel to be left you MUST request signature on delivery.
What if I am not home?
Australia Post will typically endeavor to leave your parcel at the delivery address in the mail box if they consider it to be safe to leave– if this is not possible due to size, weather or otherwise, they will leave a card for collection at your nearest post office – the decision not to leave a parcel is at the discretion of the delivery driver, we cannot ask Aus Post to leave an item. Please also note that some post offices do not open on a weekend.
Can I get my items on the same day?
Yes – if you are in the Melbourne Metro area – speak to us about using same day delivery – some additional fees may apply. If you require the same day delivery service you must email firstname.lastname@example.org prior to placing the order.
Can I get my order same day in Sydney, Perth or any other locations outside of Melbourne?
No, this is not possible. If your order is placed at 5pm or later on weekdays it will be shipped on the next business day. Please check the Australia Post Express network for delivery times.
Will you deliver to me on weekends?
Unfortunately Australia Post won’t deliver on weekends in most areas. If you have any special delivery instructions or requirements – contact us to discuss.
We can however offer a 2 hour delivery option on weekends if you are within 4km of the Melbourne CBD. Please contact email@example.com prior to ensure the items you need are ready to ship
Can I track my items?
Yes! Once shipped – we will send you a tracking number to follow the status of your items! Sometimes to save time the tracking number will not be sent straight away. But don’t worry, we will have it on hand if you do need it urgently. For any concerns please contact firstname.lastname@example.org
How can I track my parcel?
Please enter the tracking number provided in the tracking section of the Australia Post Website. For any urgent questions regarding your delivery please contact Australia post on 13 76 78 and quote your tracking number, your delivery address and return address (PO Box 533, Carlton North VIC 3054) If a tracking number has not yet been provided please contact us by email email@example.com
My tracking number says delivered but I have not received it?
In this case please immediately contact the carrier directly to advise that you haven't received the parcel and dispute the delivery. If your parcel was sent with Australia Post please call the help centre on 1800 817 538 and advise them you have not received the delivery. In most circumstance they should be able to advise where the parcel was left. If your delivery address is a multi level office building please check the mailroom. Australia Post will allow another person at the location to accept on your behalf, so please ensure you ask around and search the area thoroughly before panicking! Also email firstname.lastname@example.org if any concerns or no progress is made.
What if I don’t receive my item on time?
If you do not receive your parcel for your event due to late delivery from Australia Post BYW will refund your full hire price provided you placed your online at least 3 days prior to your desired delivery date.
Please note – failure to accept or pick up a delivery from the post office will not be accepted as reason for refund. This also applies to large business addresses with mailroom facilities. If you are expecting a shipment it is your responsibility to check the designated delivery area for your business (pre-arranged with Aus post). Once marked by Australia Post as delivered, anything after that point is completely out of our control.
Please contact us immediately if your items have not been received & read our refund terms.
How do I return my dress?
Returning your item is easy. There is no need to dry clean the item worn, simply use the return addressed express post satchel provided and lodge at your local post office or in a YELLOW express street post box before close of business on the first business day after your event. If your event falls on the weekend you MUST Express Post back to BYW before close of business on Monday. Please note that you must obtain a lodgement receipt from your local post office to prove that the item has been returned on time, otherwise you may be liable for late charges if there are any delays. DO NOT under any circumstance post in a RED Australia Post street mail box - by doing so you will risk major delays and the item possibly going missing as no tracking is available.
Will I be charged late fees if I don't return my item by close of business on Monday?
Yes - BYW operates online only so we rely on timely returns to be able to send out the items to the next customer. If you do not post on the first business day after your event this limits our ability to prepare the item to send to the next person - the turn around time is very short! If your late return causes the next reservation to be cancelled and refunded you are liable to pay another hire fee. If you don't return the item(s) you hired for more than 7 days heavy penalties (late fees) will apply. If your late return results in 2 or more reservations having to be cancelled then you will be liable for the full replacement value of the item as we will need replace it. If you are sick you must ask a friend or family member to return on your behalf. Please be aware of this, as not being bothered to send on time could be extremely costly! Returning your item is SO easy. You will receive an addressed return satchel with your order, all you need to do is put the items inside this satchel and send by express post.
Can I make an appointment to Try on dresses?
No- This service is currently not available. BYW operates online only and has no physical store or studio space. Please sign up to the mailing list to be advised of the next Pop up store and to receive $10 off your first order. To determine the correct size for you please check the size chart according to the designer of the item you wish to hire. If any of your measurements are considerably smaller or larger than the measurements for that size then the item will not fit correctly. The size chart allows for stretch in the fabric. If concerned about size or fit please email any questions to email@example.com . BYW offer a free backup dress, please make this request in the notes section at checkout.
How do I check my measurements correctly?
Bust - Measure all the way around your bust and back on the line of your nipples. Make sure the tape measure is firm against your body as you would want to dress to fit.
Waist - Measure at its narrowest point width-wise, usually just above the navel. Again, the tape measure must be pulled tight to get an accurate measurement.
Hips - Measure around the widest part of the hipbones.
I know my size, do I still need to check my measurements for each designer?
Yes- Size and fit may vary between designers. It's always best to check the size chart prior to placing an order.
I have damaged the item I hired, what now?
Normal wear and tear is expected when you wear the items you have hired. Severe stains, rips or pulls in the fabric would be considered damage. If this happens please email firstname.lastname@example.org with photos showing the damage. This allows BYW time to try and find a solution before the item arrives back. Most of the time we are able to repair minor damage, so best not to worry until we have had our dry cleaner assess the damage. Please check the terms to find out the procedure for irreparable damage.
I have never hired anything before, what condition should I expect the products to be in?
Please remember that most of the time the dresses you hire have been worn previously. Normal signs of wear should be expected. All products hired out by BYW are well looked after, and we do everything possible to maintain an as new condition. Everything is cleaned after every use, so no need to worry about that. Once an items starts to show severe signs of wear it will be removed from the website, as we want everything to be as close to perfect as possible.
I don't agree with the TERMS, can I still hire from BYW?
No - Do not place an order online with BYW if you do not agree with the Terms of service. The checkout page will not allow you to make payment without you agreeing to the Terms. Once you have placed an order it is assumed that you understand what you have agreed to. The Terms are in place to protect our property and business. Anyone who tries to argue or dispute these terms after hiring an item will be banned from placing any future orders with our store.