Terms and Conditions

 

Please read this rental agreement carefully before placing an order.

By booking a rental with Luxe On Loan, you confirm that you have read, understood, and accepted these terms.


1.0 INTRODUCTION

1.1 Renting with Us

By renting a dress from us, there must be an agreement acknowledging this garment is a *hire* garment and has been worn many times before. Small imperfections may be present due to this and as always, anything noticeable will be mentioned prior to your hire. For further information, small defects may be listed under the Instagram post descriptions.

Only the renter may wear the rented garment - sharing it with others is strictly prohibited.

1.2 Booking & Payment

A valid photo ID (or parental/caregiver ID if under 18) is required upon booking for security purposes. Once the garment is returned with no issues, all personal information will be securely discarded.

Full payment via bank transfer is required at booking, with a screenshot of the payment for confirmation.

Reservations are available upon request but must be paid immediately if another renter requests the same item; otherwise, it will be reassigned.

 

2.0 POSTAL RENTALS – RETURNS & SHIPPING

2.1 Postal Rentals

Weekend rentals (Friday–Sunday) are dispatched at least two working days before your event date.

Late orders or delays due to back-to-back rentals will be communicated promptly through Instagram DM.

2.2 Postal Returns

Weekend rentals must be returned via post on the next working day (Monday) by 2 PM.

Weekday rentals (e.g., Wednesday) must be returned the following working day (Thursday).

Late returns incur a $20 daily late fee. If your delay prevents another booking from being fulfilled, you may also be liable for the replacement rental fee.

Returns must be made using the provided return bag to activate tracking. Drop boxes must not be used—failure to comply will result in additional charges.

2.3 Shipping Details

Orders requiring overnight delivery should be placed by 2 PM on Wednesday. Orders placed on Thursday or Friday may require a Saturday shipping upgrade.

We use NZ Post’s overnight courier service, with optional Saturday delivery upgrades.

While shipping times are estimated, they are not guaranteed. Rural addresses may experience delays.

Tracking details will be provided upon dispatch. Renters must monitor shipments and contact NZ Post directly at 0800 501 501 for any delivery issues.

2.4 Shipping Delays & Issues

Once dispatched, Luxe On Loan is not responsible for postal delays.

If delays occur due to NZ Post, this is an assumed risk of using postal rentals.

In the event of a delay, Luxe On Loan is happy to assist by contacting NZ Post; however, resolution is not always guaranteed.

For shipping concerns, contact NZ Post directly.

 

3.0 LOCAL RENTALS - PICK-UPS AND RETURNS

3.1 Local Rentals

Local pick-ups are available up until Saturday morning/early afternoon, subject to availability. Pick-up details will be provided upon order confirmation.

Contact us via Instagram (@luxeonloan.nz) or email (luxeonloannz@gmail.com) to arrange a pick-up time.

3.2 Local Returns:

Must be returned by the next working day (or earlier if convenient).

 

4.0 GARMENT CARE 

We strive to maintain our rentals in quality condition. While we understand that accidents happen, following these guidelines can help you avoid staining or damage fees:

Food & Drinks: Avoid consuming coloured drinks or staining foods (e.g., red wine, oily foods, sauces) while wearing the garment.

Handling: Always handle with clean hands and avoid contact with excessive makeup, lotions, or oils.

Wearing: Use the garment only for its intended purpose (e.g., formalwear should not be used for physical activities). Avoid sitting on dirty surfaces or the ground without a protective barrier.

Accessories & Jewellery: Be cautious with sharp jewellery or handbags could snag or damage delicate fabrics.

Garment Length: If the garment is too long, do not let it drag on the ground—pick it up while moving.

Perfume & Tanning: Avoid spraying perfume directly on the fabric and do not wear the garment within 48 hours of applying fake tan.

Sitting & Environment: Avoid sitting on dirty surfaces or the ground without a protective barrier.

Smoke & Fire: Keep the garment away from smoking areas and open flames to prevent burns or lingering odours.

Renters must not alter, modify, or attach anything to the garment. This includes temporary adjustments, pinning, excessive tape use, or removing hanging ribbons. The item must be returned in its original condition.

Please be aware that most of our garments are of very delicate nature, and it is important to be mindful of this when in possession of the garment.

 

5.0 CLEANING & STAINING POLICY

Luxe On Loan cleans all garments between rentals - renters must not wash garments themselves.

  • Do not wash or dry clean rental garments. We will inspect and determine if cleaning is needed upon return.
  • Light stains or dirt that we can remove ourselves will be cleaned at no cost to the renter.
  • Stains requiring professional cleaning or repairs will incur additional charges. Renters must pay these fees immediately upon receiving an invoice.
  • We reserve the right to select the dry cleaner or repair service.
  • Specialist fabrics (e.g., silk) or specific stains may require higher cleaning fees.
  • Pre-existing damages or stains noted in the garment description will not be the renter’s responsibility. Renters should report any unlisted flaws upon delivery.

 

6.0 DAMAGES & COMPENSATION

Renters are liable for any damage, staining, or loss, including theft, fire, pulls, tears, and irreparable harm. Compensation may be required if a garment remains rentable at a reduced rate, considering repair costs and rental income loss. Non-compliance with return instructions, unauthorised cleaning, or alterations may result in additional charges.

6.1 Replacement Costs

If a garment is irreparable, stolen, or damaged beyond re-rental, renters may be charged up to 150% of the retail price (RRP) to cover replacement.

If an identical replacement is unavailable, the full replacement cost still applies. If cleaning is required to address stains or damage, renters must cover the full cost, even if the attempt is unsuccessful. Repairs and cleaning will only be considered satisfactory if the garment is restored to its original condition, as determined at our discretion.

Paying the full RRP does not automatically grant ownership of the garment unless agreed upon.

Full-value replacement costs apply unless significant pre-existing flaws are present. Renters must cover cleaning costs in an attempt to restore the item before replacement is considered.

6.2 Payment for Damages

Payment plans may be arranged for damage or replacement costs.

If the garment is returned with stains or damage, the renter is responsible for dry cleaning or repair costs. If the damage is irreparable or excessive staining cannot be removed, the full retail price must be paid as compensation for replacement.

Unresolved staining or damage requires compensation for cleaning, repairs, or replacement. Failure to meet this obligation may result in legal action, including the small claims court. Open communication is encouraged to resolve issues efficiently.

 

7.0 THEFT & NON-RETURNS

If a garment is not returned, legal action will be taken to file a police claim to recover the item or its replacement cost.

A third-party agency may be used to recover outstanding fees.

 

8.0 EXTENDED RENTALS & OVERSEAS USE

Extended rentals and international use are permitted, but the same terms apply.

If lost in transit, the renter must cover the full RRP of the garment.

 

9.0 CONTENT USE

By tagging us or sending photos of yourself wearing our garments, you consent to Luxe On Loan sharing them on social media.

 

10.0 POSTAL TRY-ONS & IN-PERSON TRY-ONS

10.1 Postal Try-ons

Luxe On Loan offers a postal try-on service that can be booked through our website -please follow the steps before booking.

All Luxe On Loan postal try-on garments need to be returned the day after you receive them if you receive them on a Thursday and the day of receiving if it's a Friday, before 4 pm. If this is not done, we will charge you the full rental fee. Please only drop postal rentals at a NZ Post counter in your return bag. Do not use postal drop boxes.

We have a weekly booking window:

Opens: Tuesday at 2 pm
Closes: Wednesday at 2 pm (same week)

You cannot book a postal try-on more than one week in advance, as event bookings take priority.

A 50% fee of full rental cost per dress applies, excluding shipping. If you end up bookimg the dress, you'll receive the 50% to credit on the rental price (excluding shipping). Additional charges apply for rural addresses. No compensation is provided if the dress does not fit.

Rentals cannot be reserved for your event date. By booking a postal try-on, you accept the risk that the dress may be rented by another customer for your desired date.

Returns must show no signs of wear or marking. Otherwise, the full rental price will be charged. You are responsible for any damage incurred while the rental is in your possession, including cleaning, repair, or replacement costs.

Luxe On Loan reserves the right to allow or suspend postal try-ons each week.

Please note: The garment’s condition may change between your postal try-on and event date.

10.2 In-Person Try-Ons

In-person try-ons are $15 and are home-based. To book a try-on, get in contact via our Instagram @luxeonloan.nz on Instagram.

Try-ons/ are available year-round, with some exceptions during holiday periods. Luxe On Loan reserves the right to refuse any fittings/try-ons at any time. 

If you have not specified the dresses you’d like to try, we cannot guarantee they will be there.

 

11.0 CANCELLATION POLICY

Luxe On Loan does not offer refunds for change of mind, sizing issues, or late cancellations. Size guides and measurements are available on request, but renters are responsible for selecting the correct size. 

  • Cancellations within 24 hours of booking are eligible for a refund only if the garment has not been packed or shipped.
  • Cancellations made 3+ days before the rental start date will receive store credit, unless the item has already been posted or picked up. Store credit is valid for 12 months.
  • Cancellations within 3 days of the rental start date are not eligible for a refund or store credit.
  • Pick-up orders cancelled within 48 hours of the event will incur a $15 fee, with the balance issued as store credit.
  • Refunds may be offered if Luxe On Loan cannot supply the garment due to irreparable damage or courier delays (not including last-minute bookings). In such cases, a refund, store credit, or swap will be provided.
  • Late bookings (placed within 3 working days of the event) are made at the renter’s own risk. No refund or credit will be given for delivery delays.

 

12.0 AGREEMENT OF THE TERMS

In renting with us, you have approved all of the terms and conditions.

Luxe On Loan reserves the right to update these terms and conditions at any time.

Renters are responsible for reviewing the latest version before renting.

For inquiries, contact us via:

Instagram: @luxeonloan.nz

Email: luxeonloannz@gmail.com

Thank you for choosing Luxe On Loan!