POSTAGE


* COVID-19 * 

Our team is following strict hygiene guidelines whilst cleaning & packaging your parcel.

Any orders that are needing to be cancelled due to the outbreak, will be given Gift Voucher extensions. This will not include orders that have already been sent.

Thank you so much for your continued business & support surrounding this tough time. 

* *   

We ship Australia Wide!

To opt for your order to be delivered to your doorstep, simply select ' Express Return Shipping '. 

Do you have a number I can call?

Short answer, no -

We have put a lot of effort into our website to answer every single question you may have. If by chance, a question is not covered, you can simply contact us or DM us via Instagram. Both areas are checked regularly throughout the working week.

1. What is my final fee?
  Your Final Fees:
A. The hire fee
B. $30 express return shipping fee
C. $50 [refundable] bond
D. [optional] Insurance

All fees (excluding a bond) must be paid up front in order to secure a date.

These fees (excluding a bond) are non-refundable.

2. What does the shipping fee include?
  Shipping Fee Inclusions:
A. Your outfit delivered to your doorstep express
B. Forward postal insurance
C. An express return label
D. Basic dry cleaning
3. What date do I select?
  The Calendar:
A.

For weekend orders, simply select your hire event date to Monday. 

You are welcome to leave any delivery requirements in the ' order notes ' section. If no order notes have been placed, we will lodge your parcel appropriately.

B.

For weekday orders, simply select your hire event date - to the following day.

Again, you are welcome to leave any ' order notes ' for our team! 

4. What is the postage time frame? 
 

** Due to the current pandemic, Australia Post are incurring delays**

We will always try to accommodate for the ' last minute ' customer, however, giving our team plenty of notice prior to your booking, will potentially ensure your order is sent out earlier.

However! Please keep in mind, we are a hire business -

This means your order, is not the only order within the surrounding dates. Please have realistic expectations. 

We rely on third party businesses such as Australia Post to do their job on time, so we are able to complete our service on time. 

A.

Our hire parcels are lodged different days of the week. Lodgement dates rely on multiple factors such as the previous customers return, Australia Post delivery, dry cleaning, time of order etc.

If you have a specific delivery day in mind, ensure this date is written within your order notes. 

If you live rurally, please ensure this is also noted as Australia Post has removed the calculation feature. 

B.

To track your order simply press here and enter your personal tracking code.

As we use Australia Post, the responsibility falls entirely on Australia Post to deliver on time. We cannot be held responsible for Australia Post redirection routes or rules. 

Responsibility for incorrect shipping address' is at the customer expense. 

5. I've ordered - what now?
 

You will immediately recieve an order confirmation email. 
You do not need to do anything else until the week of your event.

A.

On the Monday before your event, you will recieve an email from our team requesting a bond.

B.

Once we recieve your bond deposit screenshot, we will go forward preparing your order for postal lodgement. 

C.

We link your parcel to your email address + phone number. 

Once the parcel has been lodged, you will recieve an automatic email from Australia Post & a tracking confirmation email from us. 

Source your personal tracking code from this email & follow.

6. Can I add a discount code after I've placed an order?
 A. Once an order has been placed, we are unable to add a discount code.
7. I'd like to cancel my order
 

We can certainly cancel your order. 

As mentioned on our Term's & Conditions, all personal order emails & our web pages, LMA does not offer refunds.

Term's & Conditions - please do not expect policy to change
A.

For change of mind, we offer Gift Vouchers with an expiration.

B.

For Covid cancellations, we offer Gift Vouchers with no expiration - clients, however, are required to show proof their event was cancelled due to the pandemic. 

If the order has already been sent & the event is cancelled due to Covid, clients will recieve the bond refund (upon unworn return arrival of the parcel) and hire fee Gift Voucher.

As the shipping labels have already been used & we are unable to be refunded by Australia Post, 50% of the shipping fee will be reimbursed via Gift Voucher also. This leaves the customer with a $15 remaining fee for a new hire. 

8. Why do I have to pay a bond?
  Bond Details:
A.

It isn't unusual for rental companies of any genre to charge a bond prior to hiring a product. 

Your bond is 100% refundable provided no Term & Condition has been breached.

Choosing to ignore bond payment email requests will result in a cancellation with no refund or credit. 

B. A bond is not included within your hiring fee or postage fee. The amount will depend on the number of hire items you purchase and will range from $50 - $100. 
C. Without a bond screenshot confirmation, we are unable to lodge your order. We cannot be held liable for a late deposit, therefore affecting postage time. If you do not want to take this risk, simply pay your bond earlier by request. 
D. Bonds are held by LMA for the hiring and laundering duration (please visit Q16). If no T&C has been breached, bonds are fully refundable via the same deposit mechanism. A bond loss may occur from a late lodgement, incorrect lodgement, damage etc.
9. Why is the bond only requested on the ' week of ' my event?
  Bond Details:
A.

Considering most of our clients book their garments weeks, if not months in advance, we do not wish to charge you an extra fee within check out.

To make the process financially easier, our bonds are only requested to be transferred as a separate amount, the Monday before an event.

B. If for any reason you are stressed or believe you may miss this email due to an upcoming holiday, inconsistent email checking etc, certainly feel free to contact us to pay your bond on an earlier date. We have absolutely no preference and only wish to work within your schedule. 
10. Where is my parcel?

A. Our parcels are registered and fully trackable with Australia Post. Monitor your parcel every day to ensure there are no delays. Parcels that do not have enough delivery information will be delayed. If Australia Post attempts the delivery unsuccessful, your parcel will be redirected to the nearest post office for collection.

11. My order has not arrived on time. 
 

Keep a close eye on your personal tracking code.
This is exactly what your tracking code is for.

A.

If you have absolutely any concerns regarding your order becoming delayed - please contact Australia Post on 13 76 78 with your tracking code on hand.

B. If we have sufficient evidence to show the parcel was lodged on time at our end, we do not offer refunds.  If the delay is purely due to Australia Post, we will request that you still receive the parcel on the later date and return the parcel same day (do not RTS). Once the parcel has arrived back to us, we will refund your bond and issue a Gift Voucher. 
C. On the very rare occasion these delivery delays do occur by Australia Post. They are super frustrating, however with sufficient notice, usually, we are always able to source a solution. We do apologise for any inconvenience surrounding this matter.  
12. I can't find my parcel. 
  My Parcel:
A.

Orders placed with LMA often include extra postal insurance. 

Once a parcel has been marked ' delivered ', it is no longer covered under the postal insurance. It is your responsibility to ensure there is a safe delivery place. Do not allow the parcel to be left in an open space. If a parcel is lost/ stolen after delivery, the customer is liable for the full replacement fee.

B.

If the incorrect address was supplied on your order please contact us immediately.

In hopes the item has not been delivered to the incorrect address you supplied, we may be able to change this address via Australia Post. If the delivery has already been made, you will be asked to pay the RRP in order to replace the potential lost garment. 

13. What happens if the outfit is damaged?
  Garments go through quality checklists prior to each hire.
A.

These checklists are conducted by multiple LMA staff members and a mending team. 

Our team treat every single garment with the utmost care. In the very unlikely case you have recieved a faulty garment, please contact us immediately.

You will be required to send picture's of the area with proof of time. Depending on the severity of the damage, we may offer a discount code or credit to compensate. Postage fees are non-refundable. 

Keep in mind garments have been photographed prior to hires therefore, it is highly unlikely damages have been missed.

B.

If you have damaged your garment, simply forward images of the damage with a brief description at your earliest convenience.

It is still important to return the garment on time. The garment will then recieve immediate assessment upon on arrival. Mending fees, dry cleaning fees or the RRP may be charged if the Insurance Option was not selected.

C. We always recommend selecting the Insurance Option. This way you are covered if damages do occur on your end. 
14. My dress is creased. 
  Creasing, is unfortunately just unavoidable. 
A. All garments are steamed after dry cleaning and steamed again prior to an order - however, in order for a garment to be shipped, the piece has to be folded into a parcel. We do try to make this fold as loose as possible, however, please be realistic with your expectations. 
B.

To remove creasing:

Pull your garment out of the packaging immediately and hang it on a coat hanger. Leave the garment to rest for a few hours. If this does not remove the crease, place a thin piece of material on top of the garment and use a very light iron steam over the crease. Ensure to read the garment's care label and be mindful to not over heat the material.

15. I did not wear the outfit, can I get a refund or credit?

A. Unfortunately no. We apologise for any inconveniences surrounding this matter. 

16. How/ when do I return my garment?
  Rent, Wear, Return. It's that easy!

After using & accumulating thousands of plastic post bags each year, we have decided to change to a recyclable format. We are now using parcels from ' Hero Packaging ' which are made from " home-compostable materials, mainly corn starch and PBAT (a compostable ingredient which bonds the renewable ingredients together)."

This means instead of your typical plastic post bag adding to landfill, the Hero parcels completely break down within 90 - 120 days in a home-compostable environment. Also, alternatively to us sending 2 plastic parcels (1 forward & 1 return), we will now only be sending 1 Hero Parcel to be reused!

A.

So... what to do - we ask that you please be careful when opening the original parcel. As mentioned just above, we would like you to re use it! We recommend using scissors to carefully glide the parcel open towards the top flap.

Inside your parcel you will find an envelope which contains your (pre paid) Return Express Label. Stick this label on top of the original label, place your hire garment inside the parcel and seal shut (the post office may assist you with this)!

B.

Ensure your parcel is return lodged before 12pm Monday. 

The parcel must be handed to an attendant to receive an immediate scan. This scan is important as it shows us the time, date and location of the parcel. Once the parcel has been scanned, the responsibility is taken off you and falls onto Australia Post.

C.

It is important to note, we charge a flat fee of $20 each day a return is late. Late fees may be taken from bonds and are unavoidable. 

D.

If you hired for a weekday event, parcels must be return lodged to a post office the following day before 4pm. 

E.

It is your responsibility to look after the return label.
A lost return label will be at your expense.

Tracking codes are recorded and movements are monitored 24/7.

17. I returned my parcel, what now?

A. Return postage will take a few business days especially during the pandemic. You won't recieve a notification regarding the arrival of the returned parcel, however, you will recieve an email from us regarding the bond return! 

18. Where is my bond return?
 

It's important to note, a bond refund doesn't quite happen the second your event is over!

There are many factors that play into a smooth bond return process and we ask that you please be patient.

A. - Your (on time) return lodgement
B. - Australia Post's (on time ) delivery
C. - Examination of the garment (notes for cleaning and/or mending)
D. - Dry cleaning lodgement 
E. - Dry cleaning collection + evaluation
F. - (potential) mending lodgement
Once all steps have been completed (allow roughly 5 business days), clients will recieve a ' bond return ' email. The bond will be returned via the same deposit mechanism! 
19. I'm cautious of booking a new order, as my previous order did not arrive.

We can totally understand why you may be feeling cautious.

Just to provide some further information:

Prior to the pandemic, Australia Post had what's called a ' next business day delivery guarantee '. When Covid first hit, flights were limited, businesses endured harsh restrictions & there was a huge increase in parcel volumes. As a result, unfortunately this guarantee was suspended. 

Now, that the Australian economy is bouncing back with flights rescheduled & restrictions lifted, parcels are delivering faster. 

The frustrating part is, as many businesses like ourselves try to resume back to normal operation, Australia Post, have not removed their suspension.

We do our very, very best to lodge your parcel as early as possible & monitor the journey, however, please keep in mind we are a hiring business. This means, in order for us to run successfully, garments need to be hired consecutive weekends. 

We are still navigating through this period of time - majority of parcels are delivering pre pandemic time periods, which is great! - however some parcels are randomly taking longer periods of time.  

(we want to pull our hair out dealing with Aus Post sometimes)!

In saying this, please be kind to our team. We are only a small business and we rely solely on Australia Post to do their paid job & deliver your order on time. 

(we wish we could personally fly your parcel to you)

20. Gift Vouchers
A. Gift Vouchers are online only & sent via email
B.

Vouchers may only be used on the service provided. 

For example, a hiring order Gift Voucher may only be used on a new hiring order. 

A hiring order Gift Voucher is ineligible to be used on retail items such as our Hair Clip range. Any orders placed will be cancelled and refunded.