Terms & Conditions

OVERVIEW

This website is operated by Couture Hire By Mel. Throughout the site, the terms “we”, “us” and “our” refer to Couture Hire By Mel. Couture Hire By Mel offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”, “Terms and Conditions”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including, without limitation, users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools that are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with an online e-commerce platform that allows us to sell our products and services to you.

DEFINITIONS

In these Terms of Use, “you” and “your” refer to all users of this Website and "Couture Hire" or “Couture Hire By Mel” (“we’, “us” and “our”) refers to Couture Hire By Mel (ABN 31 400 858 574).

References to users must be read as also a reference to customers of www.couturehirebymel.com.

“Client” (“renter“, “customer”, “you” or “your”) means the Client or any person acting on behalf of and with the authority of the Client and/or the ‘cardholder’. The ‘cardholder’ (being the person who either books the Garment or pays for the Garment) is incorporated into the definition of the Client (and is considered as the Client in addition to the person who wears the Garment), regardless of whether they are wearing the Garment.

“Garment” means all Garments supplied on hire by Couture Hire By Mel to the Client in accordance with these Terms.

“Event Date” means the date that the Client provides to Couture Hire By Mel for when they plan to wear the Garment.

“Hire Period” means the period that the Client books the Garment for, spanning from the scheduled pickup date (or the delivery date for hires being delivered by post) to the scheduled return due date (whether in store or by post).

“Hire Fee” means the cost of the hire of the Garment, inclusive of GST. This is separate from any other additional charges (i.e. delivery freight charges).

ACCEPTANCE (general and minors)

The following circumstances constitute your acceptance of these Terms:

• your signature (whether electronic or actual); or
• your confirmation (whether electronic tick or actual); or
• your conduct (either express or implied); or
• any instructions received by Couture Hire By Mel from the Client which a reasonable person would believe constitute acceptance of these Terms.

Where more than one Client has entered into this agreement, the Clients shall be jointly and severally liable for all payments in connection with Hire Fees due and owing to Couture Hire By Mel.

Upon acceptance of these Terms by the Client, the Terms are binding and irrevocable and can only be amended with the written consent of Couture Hire By Mel.

If you are under the age of 18, you represent and warrant in favour of Couture Hire By Mel that you have reviewed these Terms with your parent or legal guardian and that you and your parent or legal guardian understand these Terms. Couture Hire By Mel will assume that this is the case and provide access to its services on this basis.

IDENTIFICATION

In some cases, after you've placed an order via our website, you may be asked for a passport, driver's license or other forms of identification.

This requirement is most common for highly sought-after garments, delicate garments or garments difficult to replace/garments of higher value and lenders’ garments that do not belong to Couture Hire By Mel.

If the requested identification is not provided, we reserve the right to refuse or cancel the booking.

TITLE TO HIRED APPAREL

You agree to treat all garments hired from Couture Hire By Mel with the utmost care and respect, as though they were your own.

By hiring from us, you acknowledge and agree to the following conditions:

· You will handle all garments carefully and avoid actions that may cause damage, such as forcing zippers, stretching seams, or wearing items that are too tight.

· All zippers are inspected before dispatch; any damage to zippers upon return will result in a repair fee being charged to the client.

· You must not alter, modify, hem, tape, pin, or cut any part of the garment without explicit written approval from Couture Hire By Mel (this includes hanger loops on garments)

· You will avoid contact with fresh fake tan, makeup, body oils or glitter that have the potential of permanently staining or marking the garment.

· You will not smoke, drink excessively, or engage in activities that could result in burns, spills, or stains on the garment.

· You must not attempt to clean, wash, or treat the garment yourself under any circumstances; all professional cleaning is managed by Couture Hire By Mel.

· Any damage, including (but not limited to) tough stains, tears, holes, pulls, loose threads, missing embellishments, fabric stretching, discolouration, or severe odours, will incur a repair/cleaning fee, depending on severity.

· If a garment is returned in an irreparable condition or deemed unrentable, the client will be required to pay up to the full RRP of the item.

· Normal wear and tear is expected and assessed reasonably at the discretion of Couture Hire By Mel.

“Normal wear and tear” refers to minor, expected signs of use that naturally occur when a garment is worn and handled with reasonable care. This may include:

· Slight creasing or wrinkling of fabric

· Minimal stretching that does not affect the overall fit or appearance of the garment

· Light surface marks that are easily removed during the standard cleaning process

· Small, loose threads or minor pulls that do not alter the overall look or quality of the garment and do not cause holes

· Minor fading or discolouration

· Easily removable fake tan (not on light garments, as these are prone to staining)

· Easily removable makeup, fake tan, glitter product marks

Normal wear and tear does not include:

· Permanent stains from fake tan (particularly on light-coloured garments)

· Stains caused by products that cannot be removed through standard cleaning methods, including but not limited to eyeliner, bright or pigmented eyeshadows, coloured makeup products, lipsticks, foundation, and other items that permanently stain fabric

· Stains caused by food or beverages that are not easily removable (such as oil, sauces, red wine, coffee, or other heavily pigmented substances)

· Rips, tears, or holes in the fabric or seams

· Broken zippers, missing buttons, or damaged clasps

· Fabric burns, pilling, or shrinkage from improper handling

· Extreme Stretching, extremely noticeable discolouration to the naked eye and in photos, or fabric warping

· Missing or damaged embellishments such as sequins, feathers, or beads (this does not include dresses where the product description states that glitter shedding is expected, as this is considered a natural characteristic of the garment rather than damage)

MODIFICATIONS TO THE SERVICE AND PRICES

We reserve the right at any time to modify or discontinue garments (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third party for any modification, price change, suspension or discontinuance of the garments.

Garment Pricing and Adjustments:

Over time, as garments experience regular wear and tear or reduced availability, their hire fees may be adjusted to reflect their current condition and value. Conversely, if a garment becomes more in demand or limited in availability, the hire price may increase.

Please note that:

· Once a booking is made and confirmed, the hire price at that time is final, regardless of any future increase or decrease in price. Customers are not entitled to any refund, credit, or reimbursement for price differences that may occur after their booking is placed.

· If you enquire about a garment but do not complete your booking at that time, and the hire price changes before you confirm payment, the new price will apply at the time of booking.

· Any discounts or promotions offered are valid only during the specified promotional period and cannot be retroactively applied to past bookings.

These adjustments ensure that our garment pricing reflects both their condition and current market demand, while keeping our hiring process fair and transparent for all customers.

BOOKING PERIOD

Rental period begins on the first day of your booked hire and ends on the last day of your booked hire; delivery and return days are inclusive of the hire dates ie. If your 4-day hire is booked from Friday to Monday, Friday is the delivery date and Monday is the return date.

In this example, both Friday and Monday are included in the 4 days.

Our standard hire period is 4 days. If you require a dress for longer than 4 days, please note that extended hire periods are not automatically available through our website and require a request for an extended hire period.

To request an extended hire, please contact us directly via DM or through our contact form with your required dates, and we will provide you with a custom quote.

YOUR ITEM DELIVERY

Your delivery will be shipped to arrive before your booked date (If booked for Friday, it will likely be Thursday or Wednesday); however, it may also be delivered to you between 7:00 am and 6:00 pm on the requested day of booking or earlier.

Your hire period starts from the time the courier attempted the first delivery, and credits will not be issued for late delivery where you have not been available to accept delivery.

We aim to deliver hires as early as possible to mitigate any postage delays and to allow you time to try your garment on prior to your event.

Please ensure you provide a permanent address where there will be somewhere safe to leave a parcel or someone to accept the parcel.

All parcels are marked as authority to leave; they do not require a signature.

There is still no guarantee that it will be left without a signature.

Australia Post makes this decision at the time based on whether they believe it is safe to do so, and this is completely out of our control.

You understand and agree that by granting us authority to leave, we and our couriers are released of all responsibility and liability for the Orders delivered and left unattended, and that this responsibility and liability transfer to you on delivery.

If you require your parcel to be signed for, you must specify this in the delivery instructions by Instagram DM with your order number, and we will attach the instructions to your shipment.

PICK UP

Local pick-ups are free and available in Melbourne. Once you have made payment, our pick-up address will be provided to you through Instagram DM, Just send us a screenshot of your order or your order number confirmation, and a pick-up time will be arranged.

Pick-ups are available from Monday – Sunday at our location in EPPING, VIC 3076, times are subject to our availability.

To ensure a smooth pickup process, customers are strongly encouraged to contact us before booking on the website to confirm a mutually suitable pickup time. While we make every effort to accommodate preferred times, pick-up appointments are subject to both parties’ availability.

If a suitable time cannot be arranged after a booking is made, we reserve the right to reschedule or cancel the booking and issue a refund (if applicable).

EXPRESS SHIPPING

Couture Hire By Mel offers Australia-wide express postage through a third-party courier (Australia Post). Please allow 2 business days for processing for postal orders.

Couture Hire By Mel will not be held liable for any lost, damaged or late deliveries by Australia Post.

Couture Hire By Mel is not required to refund customers due to delayed arrivals by Australia Post.

Couture Hire By Mel does not accept responsibility if an incorrect or unsecured address is provided.

If there is nowhere safe to leave your parcel and Australia Post takes it back to their store for collection, the client is not entitled to a refund or credit.

GARMENT CARE

Please note that you are hiring from a dress hire business, where garments have been worn more than once.

All of our garments are in good, worn condition. Minor defects do not apply for a refund.

No adjustments/alterations are to be made to the garment during your hire period. Failing to comply with this will result in damage fees or charging of the RRP (recommended retail price).

TRY ONS

Currently, we are in the process of creating a new space for in-person try-ons, which will be available soon. While we are unable to offer try-on services, we are committed to ensuring you find the perfect fit!

To assist you, we are happy to provide detailed garment measurements for all our dresses. DM us on Instagram @couturehirebymel if you require the measurements.

We can also arrange a Same-Day Pick Up and Drop-Off for selected items if the items haven’t been booked. DM us on Instagram @couturehirebymel if you want to arrange a time and date with us, and we will accommodate. Times and Dates are subject to our availability.

If you have any questions or concerns about fit, the condition of a dress, minor faults in the specific garment or require additional images of the garment, please don’t hesitate to contact us, and we’ll do our best to accommodate your needs and provide exact measurements, photos, videos and a detailed description of each garment.

DEFECTS & QUALITY OF HIRE ITEMS

All garments available for hire are carefully inspected and maintained to ensure they are in wearable condition. However, as with any pre-loved or rental items, minor defects may occur, including (but not limited to)

· Small pulls or loose threads

· Minor fabric pilling

· Slight fading or stretching from previous wear

· Light marks or discolouration that are not visible in photos

· Slight wear to hems or seams

· Detachable or minimal loss of embellishments such as sequins, beads, or glitter

· For glitter or metallic garments: some transfer or light shedding of glitter may occur during wear or handling

These features are not considered faults and will not qualify for a refund, exchange, or credit. All items are carefully inspected and maintained to ensure they remain in excellent wearable condition before being dispatched.

These minor imperfections are considered acceptable within the nature of a rental business and may not always be specified in the item description.

Customers who would like additional details regarding the condition of a garment are encouraged to contact us before booking. Upon request, we can provide a detailed description of the item, photographs and videos to ensure full transparency before you place your order.

Please note that we would never rent out an item that is unwearable, significantly damaged, or not suitable for your event. By proceeding with your booking, you acknowledge and accept that garments may show minor signs of wear consistent with rental use, and such imperfections do not qualify for a refund or credit.

The Client acknowledges that the Garments which they are hiring from Couture Hire By Mel may not be in their original condition and therefore may be subject to fair wear and tear (determined by Couture Hire By Mel in its sole discretion).

LOSS, DAMAGE, THEFT

Customers are fully responsible for the garment once it has been picked up or shipped. In the event of loss, damage, or theft, Couture Hire By Mel reserves the right to charge the full RRP of the item to replace it.

If the dress is lost or stolen during the hire period, the customer will be liable to pay the full retail price of the item. In the event of loss or theft, we require immediate notification, along with a police report or other documentation if applicable.

The customer is liable for the safety of the garment during their rental period. The customer is responsible for any damage to the garment due to fire, flooding or natural disasters and will be required to pay the full retail value of the dress for replacement.

If a dress is not returned within the agreed-upon timeframe, the customer will be considered liable for the full replacement cost. The customer is given 7 days to pay the RRP so that Couture Hire By Mel can replace the garment.

We reserve the right to take legal action if the dress is not returned or if payment for a damaged, lost or stolen dress is not received.

CLEANING

Cleaning of hire items is complimentary with your Couture Hire By Mel booking! Our team that cleans & repairs garments are experts at dealing with our delicate, designer pieces.

Please do not attempt to clean or repair any damage or stains on the item you have hired from Couture Hire By Mel without prior consent from Couture Hire By Mel. If permanent damage is caused by you attempting to clean or repair an item, you may be charged to replace the item as part of our Damage or Loss terms.

The total amount you see at checkout covers both the rental and the standard cleaning service, providing you with a hassle-free experience. If the garment is returned in a severely dirty condition and requires further dry cleaning, the customer will be advised and sent the cleaning cost to be paid.

LATE FEES AND RETURNS

We have strict 4-day hire periods for all garments unless communicated before booking.

When you rent a garment, you will be provided with a clear return date.

The return bag must be posted in a YELLOW express bag at the post office.

Please do not post returns via a regular RED satchel. If this is done, you will be liable to pay a late fee per day as it will not be returned in time for other rentals.

The dates booked mean you will receive your dress on the first day, (eg, if you book 1st-4th, the garment will Arrive By 1st January and needs to be Dropped Off or an Express Shipment lodged by the 4th of January at latest by 4 pm).

If the return date falls on a weekend and cannot be posted out, it MUST be posted on the Monday before 4 pm.

If you cannot return the hire on time, this must be pre-arranged via Instagram DM @couturehirebymel PRIOR to the initial booking and approved by us

Late fees will apply if not communicated before booking.

If the dress is returned late, a $20 late fee will be applied for each day it is overdue.

Please ensure to follow the guidelines and return on time to avoid any additional charges.

Failure to return a dress will result in legal action. Holding onto a dress for 7 days longer than the last rental date (the return date) will constitute the item as a stolen/lost garment, and a Full RRP payment will be required to replace the garment.

If no communication is given regarding returning a garment, we will attempt to contact you via mobile, text and call. Failure to return a garment will result in immediate legal action.

REFUNDS & CREDIT POLICY

Please note that we do not offer refunds for cancellations, change of mind, sizing issues, dislike of fit, or minor garment defects.

Once a booking is made, we reserve the garment for you, which means other customers are not able to rent it.

However, we understand that plans can change. If you need to cancel prior to picking up the garment or prior to the garment being shipped to you, we can issue a full credit for the value of your hire, which can be used toward a future rental.

Credit:

Please choose carefully when placing your order. We will provide credit only if the item is received by Couture Hire By Mel.

To be eligible for credit once the item has already been picked up (only applicable for pick-ups, not shipping), the item must be returned on the same day in unworn condition within a 2-hour period.

If the item is not returned within this timeframe and is instead held beyond the rental period, a credit or exchange will not be provided under any circumstances. Once the rental period has commenced, all bookings are final.

The garment must be in its original unworn condition. Items that are used, soiled, worn, altered, or damaged in any way will not be accepted for credit.

Couture Hire By Mel reserves the right to deny an exchange if the item does not meet these conditions. Customers will be notified via Instagram DM (@couturehirebymel) or Couture Hire By Mel’s email if their return is not approved, with detailed reasoning.

The cost of return shipping is the customer’s responsibility and is non-refundable. We require customers using a trackable postage service (Australia Post) to ensure safe delivery, as Couture Hire By Mel is not responsible for items lost in transit. Customers MUST provide Couture Hire By Mel with proof of postage tracking number when returning a garment so that Couture Hire By Mel can track all garments.

Refunds:

In exceptional circumstances, you will be entitled to a full refund, not including the cost of postage, in any of the following circumstances:

The item arrives in a condition that is not capable of being worn, and is not subject to ‘normal wear and tear’
The incorrect item was sent to you.
The item arrives too late for you to wear it to your planned occasion(conditions apply, see below).

In all of the above circumstances, you forfeit your right to a refund if the item(s) are worn. If the item(s) are worn, but you still feel one of the above reasons has caused significant inconvenience, a partial refund will be at the discretion of Couture Hire By Mel.

Please let us know if you'd like to request a refund for one of the reasons listed above. Requests for a refund should be received within 24 hours after the package was delivered to you to be considered.

Customers will be required to wait until the item is returned to Couture Hire By Mel or the relevant rental partner before a refund can be approved. This especially applies to issues with condition, such as significant faults that affect the wear of the garment, significant damage or stains.

The item will need to be assessed prior to the refund being approved and processed.

Once a refund has been approved by Couture Hire By Mel following inspection, the refund will be issued immediately and will usually take 24-48 hours to arrive back into your bank account, depending on the bank you are with.

GARMENT INSPECTION & DOCUMENTATION

All dresses are carefully inspected for any severe damage before hire, and detailed photos are taken to document their condition. A post-hire inspection will be conducted to ensure the garment is returned in the same condition.

Any discrepancies will be noted and addressed accordingly.

CANCELLATION REFUNDS / CREDIT

For cancellations on all rented items, you will be entitled to a full refund if:

· Cancellation thirty (30) or more days in advance of the delivery date, there is no cancellation fee, and you will receive a full refund issued to the payment card you used for the order (refunds usually take 24-48 hours to arrive back into your bank account, depending on the bank you are with)

· If you cancel less than 7 days in advance of the delivery date, you will not receive any refund, but you will receive a full store credit for the Rental Fee associated with the cancelled order. This credit can be applied to any future Couture Hire By Mel rental placed.

· If your cancellation request is received in the first 24 hours after placing your order, as long as it is still more than 72 hours from your booking start date and your package hasn't yet been dispatched/picked up, you are eligible for a full refund

If your cancellation request is received 7 days or more before your booking start date, you will be entitled to a credit note for the full amount paid, including postage. The credit note can be used to rent any item on the Couture Hire By Mel website with no expiry.

BANK TRANSFER PAYMENTS

In some cases, clients may be required to complete their booking via bank transfer, for example, if a garment was previously booked and cancelled, and the website availability has not yet been updated to allow a direct booking.

In these instances, payment details will be provided privately along with a reminder to read our Terms and Conditions on our website before proceeding.

By completing the transfer, clients confirm that they have read, understood, and agreed to all Terms and Conditions outlined on our website. Once payment is made, the booking is final and bound by these terms.

To the maximum extent permitted by law, including the Australian Consumer Law, we make no warranties or representations about our services under these terms or regarding the Content.

We reserve the right to restrict, suspend and terminate without notice your access to our services under these terms or any content at any time without notice and will not be responsible for any loss, damage, cost or liability this may arise as a result.

WARRANTIES, DISCLAIMERS AND PERMANENT BANS

To the maximum extent permitted by law, including the Australian Consumer Law, we make no warranties or representations about our services under these terms or regarding the Content.

Permanent suspension or banning from our services and platform may occur if:

· You return items in poor or damaged condition, or with unremovable stains.

· You fail to return rented items on time or at all.

· You attempt to alter, misuse, or resell rented items.

· You use any rented items for commercial gain, including sub-renting, using garments for paid promotions or making a profit from them in any way during your booked period

· You provide false, misleading or fraudulent information when placing an order or creating an account.

· You engage in abusive, fraudulent, threatening, disrespectful or inappropriate behaviour toward our staff, couriers, or lenders.

· You breach our Terms & Conditions or rental policies

· You cause loss or damage to our business or business reputation

We reserve the right to determine, at our discretion, what constitutes a breach serious enough to result in a permanent suspension or ban from our services and platform.

We reserve the right to permanently suspend or ban any customer from accessing our website or renting with us if, in our reasonable opinion, the customer engages in behaviour that is threatening, harmful, abusive, or demonstrates ill intent towards our business, our staff, or our customers. We are committed to maintaining a safe, respectful, and secure environment, and we will take any action necessary to protect the well-being of our team and the integrity of our business.

CLIENT PRIVACY & SOCIAL MEDIA

We love showcasing how our clients style our pieces and often feature them on our page!

However, we fully respect your right to privacy. If you prefer not to be featured, please let us know, and we will honour your request without question.

MARKETING

When accessing our website, your email address and phone number may be collected during the order process or when subscribing to our mailing list.

By providing these details, you agree to occasionally receive email or SMS marketing from us, including updates, promotions, or special offers.

If you wish to OPT OUT of receiving marketing messages at any time, please contact us via DM on Instagram (@couturehirebymel) or email us at couturehirebymel@gmail.com and we will remove you off the list immediately!

GARMENTS FROM LENDERS

Some of the garments available for hire on our website are owned by individual lenders who rent their garments through Couture Hire By Mel.

While all our lenders are required to send their items in the same high-quality condition we expect for our own collection, clean, damage-free and ready to wear, please note that Couture Hire By Mel does not take responsibility for the condition in which items are sent by individual lenders.

We carefully check and review every lender’s listing to ensure all items meet our quality standards. However, if a garment arrives with any faults, marks, or variations from its description, we’ll review the matter on a case-by-case basis and do our best to resolve the issue fairly.

By renting an item from one of our individual lenders, you acknowledge that:

The item is owned and supplied by the lender, not directly by Couture Hire By Mel.
The condition and presentation of the item is the responsibility of the lender.
Any claims or refunds related to item condition will be handled by Couture Hire By Mel in consultation with the lender.

We aim to make every rental experience smooth and stress-free, if you ever receive a lender-owned item that doesn’t meet expectations, please reach out to us at couturehirebymel@gmail.com or DM us on Instagram (@couturehirebymel) within 24 hours of delivery, and we’ll assist promptly.

WEBSITE IMAGE USAGE

All product images displayed on Couture Hire By Mel are for illustrative purposes only. Some images may have been provided by third-party lenders, designers, or sourced from public content for promotional use. Couture Hire By Mel does not claim ownership of all product images unless explicitly stated in the description. If you are the rightful owner of an image and believe it has been used without credit or permission, please contact us at couturehirebymel@gmail.com or on our social media Instagram DM @couturehirebymel, and we will take prompt action. Please note: Most images displayed on our website are promotional or model photographs provided by designers or influencers. These images are for styling and reference purposes only and may not represent the exact condition of the specific dress you receive. Each rental item may show minor signs of wear consistent with previous use.

By hiring from Couture Hire, you are agreeing and consenting to being bound to the above Terms and Conditions. If you are under the age of 18 years old, it is your responsibility to read through these terms and conditions with a parent/guardian.

Couture Hire by Mel reserves the right to update or modify these Terms and Conditions at any time and provide notice through our Instagram page story (@couturehirebymel). Any changes will take effect immediately upon being posted on our website. By continuing to use our services or make a booking after such updates, you agree to be bound by the revised Terms and Conditions. We encourage you to review them regularly, including before booking a garment and agreeing before checkout, to stay informed of any changes.