FAQ

GENERAL:

HOW DOES THE DRESS HIRE PROCESS WORK?

Once you have decided on the perfect outfit, use the calendar to check availability. Select your size, confirm your dates, and proceed to checkout. We recommend booking your hire to arrive 1–2 days before your event. Choose Express Shipping at checkout for postal delivery, or Local Pickup if you'd like to collect your dress from Castle Hill, NSW.

HOW LONG CAN I HIRE AN OUTFIT FOR?

Our standard hire period is 4 days — starting from the day your outfit arrives or is picked up, and ending on the return date.

I WANT TO ARRANGE AN EXTENDED HIRE PERIOD, IS THIS POSSIBLE?

Absolutely! Just email us at  info@hillsshirehire.com with your preferred dates, and we’ll confirm availability and pricing.

CAN I TRY ON BEFORE HIRING?

Yes! If you’re near Castle Hill, NSW, you can book a try-on appointment for a $20 non-refundable fee. We also offer postal try-ons — just email us info@hillsshirehire.com to arrange.

Please note: We cannot guarantee specific dresses will be available for your try-on, as hire bookings take priority - read more about this when booking: https://hillsshirehire.com/pages/book-a-try-on

DO YOU OFFER STYLING ADVICE OR RECOMMENDATIONS?

Absolutely, we’re always happy to help you choose! Just send us a message with your event details and preferences and we'd be delighted to help you find the perfect outfit!

WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?

Please note, all bookings have a 100% cancellation fee and are non-refundable. However, should you need to cancel your order or make any changes please email  info@hillsshirehire.com as soon as possible and we’ll do our best to accommodate. 

WHAT IF MY OUTFIT DOSNT FIT?

We don’t offer refunds for sizing issues, but we’ll always try to help. If you'd like to swap your outfit for something else, please email us at info@hillsshirehire.com as soon as possible.

While we're not required to offer exchanges (as try-ons are available prior to hire), we genuinely want you to feel amazing — and we’ll do our best to accommodate your request, subject to availability.

DO I NEED TO WASH THE OUTFIT?

No, ALL cleaning is on us! Please do not attempt to wash or dry clean the outfit yourself. If extra cleaning is required, a fee may be deducted from your bond.

WHAT HAPPENS IF I DAMAGE THE OUTFIT?

If damage occurs, please contact us right away with details and clear photos. It’s still important to return the dress on time so we can assess the damage promptly. Depending on the severity, repair, cleaning, or replacement fees may apply — up to 150% of the retail price if the item is beyond repair. We’ll always be transparent and fair throughout the process.

WHAT IF MY ORDER IS UNABLE TO BE FULFILLED?

In the rare event we can’t get your outfit to you in time (due to postal delays, damage, or other issues), we’ll offer you a refund, store credit, or exchange — whichever you prefer.

DO YOU OFFER GIFT VOUCHERS?

Yes — give the gift of glam! Just search "gift card" on our website to purchase one today.

DELIVERY:

DO YOU SHIP AUSTRALIA WIDE?

Yes, we offer express shipping Australia wide.

DO YOU SHIP INTERNATIONALLY?

We are an Australian based retailer and are unable to ship internationally at this time.

WHAT DAY WILL MY OUTFIT ARRIVE?

Your outfit will arrive on the start date you selected at checkout. We aim to post early when possible so you may receive your outfit sooner than anticipated! 

WHERE DO I PICKUP MY HIRE?

Local pick-up is in Castle Hill, NSW. The exact address will be emailed once your booking is confirmed. Your outfit will be in a white dress garment bag with your name attached, ready for pickup.

RETURNS:

HOW DO I RETURN MY OUTFIT?

• Postal hires: Place your outfit in the prepaid return satchel and lodge it at an Australia Post counter before 4 PM on your return date.
  Using a yellow Express Post box is at your own risk — if it goes missing, you’ll be responsible.
  

• Local pick-up hires: Return the garment to the original pick-up location before 6 PM on the last hire day.

WHAT IF I LOSE MY RETURN PRE-PAID SATCHEL?

If you have lost your return satchel, it is your responsibility to return the garment via an Australian Post Express Post satchel to Hills Shire Hire (at your own expense). You must then provide tracking details to info@hillsshirehire.com in order to avoid late fee charges.

WHAT IF MY RENTAL PERIOD ENDS ON A SUNDAY OR A PUBLIC HOLIDAY?

Simply return your dress to an Australia Post Outlet by 4pm the following business day.

WHAT HAPPENS IF I RETURN MY DRESS LATE?

We rely heavily on timely returns; by posting your dress back late you are potentially inconveniencing another customer. No one wants to be left without a dress so please make sure you return your dress on time! If you return your item(s) late you will incur a $20 late fee for every day you are late up to 150% of the retail value of the dress as indicated on our website.

WHEN WILL I RECEIVE MY REFUNDABLE BOND PAYMENT?

Once your outfit is returned back to Hills Shire Hire in it's original condition, we will process the return of your bond payment. Please note, that the bond payment may take up to 7 days to return back to your original payment method.  

In the unfortunate event that Hills Shire Hire needs to utilise your bond payment to cover damage costs of the outfit, we will correspond with you accordingly. 

PAYMENTS AND BONDS:

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept secure online payments. Cash is also accepted for local pick-up (where possible).

DO I NEED TO PAY A BOND?

Yes, a refundable bond is required for each hire. However, once your dress is returned in good condition, we will process your bond refund within 2 business days. Depending on your bank, it may take between 1–10 days to appear back in your original payment method.

WHAT IF MY BOND IS USED FOR CLEANING AND/OR DAMAGES?
If your bond is needed for cleaning, repair, or loss, we’ll contact you to let you know the details and associated costs.

STILL HAVE QUESTIONS?

Reach out any time at  info@hillsshirehire.com — we’re here to help!