Can I try on the dress?
Check out our Try On Service
When will I receive my dress?
You will receive your dress on or a few days before the day you have asked to receive it.
Can I track it?
Yes you can! Once it's time for us to ship the dress to you, we'll send you an email with the tracking number.
Why does Never Twice need my phone number?
So that our shipping partners can contact you if they have trouble finding you. We may also use it to call you if there are any problems with your order.
What if the dress doesn’t fit?
We put as much information as possible on our product pages, including measurements and a Check the Fit button, so that you can be sure you’ve selected the right size for you. Please get in touch if you need any other info about sizing.
If you receive your dress and it doesn’t fit, we’ll credit you the full hire cost to use to hire another dress from us. All we need to do is check that the dress hasn't been worn when we receive it back from you. If you need more than one size credit for the one order, all you'll need to do is deduct $30 shipping for the subsequent size credits after the first one.
Is the dress I’m going to hire in good condition?
Absolutely! We only send it to you once we’re certain you’re going to look stunning. We clean and steam your dress before it's sent to you, so there's nothing to worry about!
How do I return the dress?
We’ll include a pre-paid return post bag with your dress for you to return your dress
Seriously, no bond?
No, of course not darling! If there’s any issue with your dress while you have it, please Contact Us.
Do I need to clean my dress before returning it?
No way – we handle that for you for free!
What if I damage the dress while I have it?
We asses every dress when it’s returned to us. If the dress is slightly damaged and can be repaired, we will charge you the cost of the repair plus 10%.
However, if the dress is damaged beyond repair, unfortunately we will have to charge you the RRP for the dress. The dress must be sent back to us at the end of your booking.
What if I don’t receive my dress on time?
This never happens.
We track all our items, so if there’s an issue with the post arriving on time due to our postage partner’s fault, we’ll give you a refund.
However, if you don’t collect your dress from the Post Office before your event or provide us with an incorrect shipping address, we cannot offer you a refund.
What if I don’t send the dress back to Never Twice on time?
We really want to be able to share the dress you hired with everyone – that’s why we go the extra step by including return express postage. So, if your dress isn’t returned to us by your nominated return date, we have to charge you for every extra day you have it.
If you love your dress and want to keep it for longer – no problem! Just Contact Us.
What if I want to cancel my order?
Just Contact Us for assistance. Cancellations must be made at least 14 days before the start of your booking in order to issue you a refund. Otherwise, store credit will be given. If the item has already been shipped to you when you inform us about the order cancellation, we are unable to issue you a refund or a store credit.
What if I need my dress today or tomorrow?
Please Contact Us and we’ll see what we can do. Oftentimes we can make it happen.
Will I need to iron the dress before I wear it?
We do our best to make sure your dress arrives crease-free!
NEVER USE AN IRON ON YOUR DRESS. If your dress arrives with a crease, place it in the bathroom whilst you’re in the shower and the steam will magically remove the wrinkles. Alternately, use a steamer like we do!
Why are dates greyed-out in the calendar?
Grey dates are those dates we can’t deliver to you because our shipping partners don’t deliver on those dates or the dress is being hired by another person.
What if I misplace or lose my return post bag?
If you misplace the return post bag, it is your responsibility to send the order back to us via Express Post on the return date at your own expense.
Why don’t you have my size?
We’d love to hear how we can improve our size ranges – please Contact Us.
Why don’t you have the dress I want?