Can I try on the dress?
Check out our Try On Service
Can I get a back-up dress?
You sure can! Check out our Back-Up Outfit 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 , 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 hire cost minus $25 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. To receive a size credit, you must let us know before your event (immediately upon receiving the outfit) and before sending the piece back to us. If you do not let us know before sending the outfit back to us, or if you keep the outfit for your hire period, you will not be eligible for any size credit.
Once you receive the dress, please ensure you try it on first, before removing the protective ribbon. Once this ribbon has been cut or removed, we are not able to offer any size credit for this hire. Please do not attempt to fit into or fasten/zip a dress that is too small for you
There is a $25 non-refundable processing fee for size credits. This is to cover the cleaning and steaming of the dress when it comes back to us, as well as covering the return shipping of your next outfit to you. This will be deducted from the value of your size credit.
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 assess 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 or lost, unfortunately we will have to charge you the 150% of the RRP listed on our website 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?
We track all our items, so if there’s an issue with the post arriving on time for your event due to our postage partner’s fault, and you are unable to wear it for your event, we’ll give you a refund once the item is returned back to us unworn with all tags intact
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.
You will also be provided with tracking details for your parcel once it has been processed by our courier. You'll be able to keep an eye on the progress of the parcel and can get in touch with us or the courier directly if you have any concerns.
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. Hire fees are non-refundable. Cancellations made at least 7 days before the first day of your rental period are eligible for store credit to the value of your rental fee.
If cancellation is made less than 7 days before the first day of your booking, no refunds or 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! Please open the box and hang the dress as soon as you receive it to minimise the chance of creasing occurring.
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?