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Hire FAQ’s

You must ensure you read our Terms and Conditions before booking. Your payment confirms you have read and agree to the Terms and Conditions.

How do I book?
-Select the required day for your item from Thursday onwards (bookings can be made with Thursday, Friday or Saturday as the delivery/pick up date), input the date of your event and click ‘Book Now’.
All standard bookings are from Thursday to Monday and the calendar will automatically block out the time period when you select your start date, no need to click an end date.
-Select HIRE EXPRESS shipping or LOCAL PICK UP and proceed to the payment gateway.
If you’d like to book a bag and millinery simply add each item to the cart and pay together in one transaction.

Why is photo ID required?
Not everyone is honest and scamming/theft is a real threat to this small business. You need to prove who you are in order to hire items with such high value. Your booking will not be confirmed until an ID/Address check is carried out.

When is the latest I can book?
-Interstate bookings close on Tuesday afternoon for guaranteed delivery by Thursday (unless other arrangements have been made). Any bookings made from Wednesday may not arrive until Friday – this is dependent on the location.
-Local bookings can be made any time up until Saturday morning.

 

How do I pay?
For security reasons you are required to pay via credit card for hire bookings. Debit cards and Zip Pay are not accepted.

 

Do I need insurance?
It is always advisable to purchase insurance as accidents do happen. The optional insurance fee covers minimal damage and repairs up to the amount of $50. If damages exceed this amount your credit card will be charged the difference. If no insurance is selected then you are liable for the full cost of all repairs.

“Minimal damage” refers to minor wear that naturally occurs from light use. This may include small scuffs on corners, surface dust or dirt, finger print marks and light wear to the exterior of the bag. Insurance DOES NOT cover the cost of repairs or cleaning caused by neglectful use.

How long can I hire for?
The standard hire duration is from Thursday to Monday (5 days). Items MUST be returned on Monday to allow for repairs/cleaning before the next hire. Any items sent back late will incur a $35 fee PER DAY!

 

Can I book an extended time?
Yes. For extended hires please get in contact to discuss the extended dates before booking. Discounts for each week you hire are applied to the full weekly hire cost. Pay full price for the first week and the following weeks are charged at only 50%.

 

Do you express post?
Yes, express postage is available Australia wide or you can choose the local pick up option. HIRE postage includes express delivery and return costs. Any return delivery costs above $25 must be paid by the customer. If you require guaranteed overnight delivery additional costs may apply for courier services.

 

Can I pick up my item?
Yes, items can be picked up on Thursday (early Wednesday pick ups must be requested via email or added into the notes when booking).

 

When will my items arrive?
Items are sent on Monday or Tuesday and are due to arrive on Wednesday or at the latest Thursday (for some areas that are outside the guaranteed next day delivery zone for Australia Post). 

 

When/How do I return the items I have hired?
Packages include a self addressed postage bag. Send your items back no later than 5pm Monday with the original packing. Local drop off returns are also due back before 3pm Monday. Items being posted must be lodged over the counter – it is strongly advised that you keep the ‘lodgement receipt’ in case of missing items or delayed delivery. Do not label the parcel RETURN TO SENDER. Failure to use the return satchel provided will result in Adorn Collection taking no responsibility for lost items and the customer will incur the replacement costs.

 

What happens if I don’t return the item or it gets damaged?
You will be charged late fees for each day the item is not returned on time. Repairs or full RRP replacement costs will be charged to your credit card. Please treat the item as if it was your own to avoid any extra charges. Keep in mind that items may be booked back to back, a late return that results in a late hire pick up will result in additional fees. By agreeing to the terms and conditions you authorise Adorn Collection to process charges to your credit card/account in the event of damages or failed returns.

 

Can I get a refund?
Hire fees are non-refundable unless items are faulty. For cancellations a credit note will be issued. A minimum of 3 days notice must be given to allow for postage and delivery. Credit notes have a 12 month expiry from the date issued. 

If you are unsatisfied in any way with your item please get in touch asap as all customer inquiries are treated with the utmost importance.

 

Are the bags authentic?
Every effort has been made to ensure that bags in the hire collection are authentic and of the highest quality. Items are carefully chosen and sourced from various sellers and trusted websites. 

 

 

POSTAGE and DELIVERY FAQ’S
In most cases Australia Post or Couriers Please are the postal services used to deliver items from Adorn Collection across Australia.

Guaranteed Delivery Times
Every effort is made to ensure items are sent on time. There are some instances where delivery may be delayed, this is outside of Adorn Collection’s control.

Some areas are outside the ‘guaranteed next day’ network zone for express post and may take up to 2-3 days for delivery, even when sent via express post.

What if my item doesn’t arrive on time?
If Australia Post at fault for delayed delivery a credit note will be issued for the hire cost of the item.

How late can I place an order to guarantee on time delivery?
If you would like your parcel to arrive by Thursday you must order before 5pm Tuesday. Late send out can be negotiated for delivery due on Friday. Requests for late send out will be accepted on a case by case basis. Adorn Collection takes no responsibility for late send out items that don’t arrive on time without prior negotiation. No refund will be issued if items do not arrive by Friday. Order at your own risk after 5pm Tuesday.