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TERMS & CONDITIONS / RENTAL AGREEMENT

THE LOOP WARDROBE

By placing a booking with The Loop Wardrobe, you agree to the following Terms & Conditions.
Please read carefully before confirming your order.


 

1. GENERAL

The Loop Wardrobe is a dress rental service based in Hataitai, Wellington, New Zealand.

By placing an order, you:

  • Agree to all Terms & Conditions outlined below

  • Accept full responsibility for the garment during your rental period

  • Confirm all information provided is accurate

We reserve the right to refuse service at our discretion.

 

 

2. CONTACT AND IMPORTANT UPDATES

Please ensure you are following us on Instagram @theloopwardrobenz when booking a rental. Instagram direct messaging may be used for important updates regarding your booking, as well as for identity verification purposes.

 

 

3. BOOKINGS & PAYMENT

  • Full payment is required at the time of booking, we do not hold or take bookings prior to payment.

  • We currently accept Visa, Mastercard and After-pay credit payments

  • Please ensure all booking details (name, address, dates) are correct

We are not responsible for issues caused by incorrect information provided at checkout. You will be liable for lost garments due to an incorrect address being provided to us in the event the garment is unable to be located.



4. RENTAL 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/ pick up date and Monday is the return date.

We suggest booking your delivery or pick up date to be 1-2 days prior to your event date.

All postal hires are sent via express post. Ordinarily, you will be sent tracking for your hire the week of your rental period. Once the tracking number is sent to you, it is your responsibility to following the tracking number for the delivery of your parcel. Delivery is not guaranteed until 5pm on your selected delivery date (in line with NZ Post courier delivery targets). For local pick-ups, collection is available until 9pm on your selected date.

While we always aim to ensure your outfit is delivered to you or available for collection prior to or on your selected delivery/pick up date, circumstances out of our control may impact this. For this reason, we ask that you booked your rental period to commence 1-2 days prior to your event date.


Dispatch & Rental Timing

All postal orders are sent via NZ Post overnight courier.

Garments are generally dispatched 2–3 days prior to the selected rental start date to allow sufficient time for delivery. For standard weekend bookings, this means items are typically sent by Tuesday or Wednesday at the latest. If you require your garment earlier—for example, due to travel, daytime events, or scheduling constraints—you must select an earlier rental start date or select an 8 day booking duration.

 

Extended Rentals

Extended bookings are the duration of 8 days and are designed to allow earlier delivery and greater flexibility for events. Additional charges apply for any extended rental period, this is listed next to the duration.


Booking Cut-Offs & Availability

All bookings must be made within the specified weekly cut-off timeframe. Postal orders generally close at 2:00pm on Wednesday each week (unless otherwise stated). Bookings placed after this time are not guaranteed and may require approval. 

Pick-up orders close at 5:00pm each Friday. Bookings placed after this time may still be possible but are not guaranteed, so please get in touch with us first to confirm availability.

Any late bookings are made at the customer’s own risk, particularly in relation to delivery timeframes. Due to the structured nature of our rental schedule, The Loop Wardrobe cannot guarantee availability outside of standard booking windows, and we reserve the right to decline or adjust bookings where necessary to ensure the smooth operation of our service.



5. ITEM DESCRIPTION, CONDITION & FIT

Garment Condition

All garments at The Loop Wardrobe are maintained in good rental condition and are carefully inspected prior to dispatch.

While some pieces may be purchased brand new, many garments are part of a rental rotation and may have been worn previously. As a result, items may show minor signs of wear, including but not limited to small marks, light fabric wear, minor stitching imperfections, or subtle alterations. These are considered normal for rental garments and do not affect the overall wearability of the piece.

Garment condition may change over time due to regular use. Where there are any noticeable or significant imperfections, we will make every effort to disclose these prior to your booking or include notes with your order.

By booking with The Loop Wardrobe, you acknowledge and accept that:

  • Garments are not in brand-new condition

  • Minor wear and tear is expected

  • Small imperfections that do not impact wear are not grounds for refund or credit


Fit & Sizing

Fit may vary depending on body shape, height, and proportions. Garments may fit differently to how they appear on models or in photos. Some items may also have slight stretch or give due to wear.

We strongly recommend checking brand sizing guides or contacting us prior to booking if you are unsure. No refunds or credits will be provided for fit-related issues.


Length & Alterations

Maxi and longer-length garments may vary in length and, in some cases, may have been hemmed slightly to maintain garment condition. Length may differ from original retail measurements.

If you are concerned about length or fit, we recommend reaching out prior to booking for clarification.

 

Additional Information Requests

If you require exact measurements, styling advice, or further details about a garment, please contact us prior to booking. We are happy to assist where possible to ensure you feel confident in your selection.



6. SHIPPING & PICK UP INFORMATION

Pick Up Information

Pick up is available in Hataitai, Wellington.

Once your garment is ready, you will receive a “ready for pick up” confirmation email with full collection details. This is typically sent the day of or day prior to your rental start date.

Please check your spam/junk folder if you have not received this.

 

Pick Up Times & Availability

On your rental start date, once your order is ready, your garment can be collected anytime between 9:00am and 9:00pm.

Saturday pick ups

  • Available by prior arrangement only

  • Must be approved before booking and are not guaranteed

Important Information

  • You may only collect your garment after receiving your confirmation email

  • Please ensure you are available within the stated collection window before booking

  • If you require your garment earlier, you will need to book an extended rental

  • All pick up rentals must be returned to the same location

  • No refunds or credits will be provided if you fail to collect your garment


Shipping Overview

All orders are shipped via NZ Post.

  • Orders are dispatched on weekdays only (excluding public holidays)

  • You will receive a tracking number via email once dispatched

  • Shipping labels are created from your checkout details — ensure your address is entered correctly

Garments are typically sent 2–3 working days prior to your rental start date.

For weekend bookings, orders are usually shipped on Tuesday or Wednesday.

For urgent orders, same-day dispatch is available for bookings placed before 2pm. Orders placed after this will be shipped the next working day.


Shipping Options

  • Overnight Courier: Estimated overnight delivery (not guaranteed)

  • Rural Delivery: Typically takes 2 additional working days. We also recommend booking the 8 day duration.

You must select the correct shipping option at checkout. No compensation will be provided if the incorrect option is chosen.

 

Delivery Requirements

Our higher value and hard-to-source garments are sent on a signature required basis with no authority to leave. If delivery is attempted and you are not available, the courier will leave a card with instructions for collection.

It is the renter’s responsibility to collect the parcel promptly. Items must be collected within 24 hours of a missed delivery to avoid delays. Failure to do so may result in late fees or loss of rental time.

Parcels must not be redirected under any circumstances, as this frequently causes delays. If an incorrect address has been provided, please contact us as soon as possible so we can assist.


Rural Delivery

If your address is rural, you must select the rural delivery option at checkout.

  • Rural delivery may take 2–4 additional working days (As delivery times are longer for rural addresses, we recommend providing an in-town address—such as a friend or family member if possible and safe to leave—to avoid delays.)

  • We also recommend booking the 8 day duration

  • During peak periods, rural delivery may not be possible

  • If so, we will contact you to arrange an alternative address

 

Courier Delays & Responsibility

Once your parcel has been collected by NZ Post, it is outside of our control.

  • You are responsible for monitoring your tracking

  • If delayed, you must contact NZ Post urgently on +64 9 977 0102.

  • Depot collection may be available to speed up delivery

No refunds or credits are provided for courier delays.

 

Delivery Issues

If tracking shows your parcel as delivered, responsibility transfers to you.

Proof of delivery within your property boundary is considered confirmation of receipt.

If your parcel cannot be located, you must contact both NZ Post and us immediately so an investigation can be started.

 

Late or Missed Deliveries

If your order has not arrived by your rental start date, you must contact us immediately.

Refunds will only be considered if the delay is caused by a previous renter returning late.

No compensation is provided for:

  • Courier delays

  • Incorrect shipping selections

  • Address errors

  • Redirections

 

Late Orders

Orders placed:

  • After Wednesday 2pm for weekend rentals, or

  • Less than 3 working days before your rental start date

are considered late orders and are placed at your own risk.

No refunds or credits will be provided if late orders do not arrive in time.

For rural deliveries, orders must be placed at least 4 full working days in advance.



7. RETURNS & LATE FEES

Pick Up Returns

  • All pick up orders must be returned to the same location it was collected from before 1pm on the rental end/ return date.
  • Place the garment back into the provided gold garment bag. Please ensure it is returned in this bag, as failure to do so will result in a fee.
  • Follow instructions provided in your pick up email


Postal Returns

  • Use the prepaid return bag provided
  • Drop your parcel at an NZ Post counter by 1pm on your return date (next business day if public holiday)
  • Do not use letterboxes or third-party drop offs

NZ Post counters must be used to ensure correct tracking.


Late & Incorrect Returns

If garments are not returned to The Loop Wardrobe by the return due date, additional hire fees will be charged until the item is returned. A late fee of $30 per day applies for each day the item is overdue. Sundays and public holidays are not included, as postal services are closed.

Additional charges may apply if your late return impacts future bookings. This also includes items returned incorrectly, such as:

  • Returning via an incorrect method
  • Using your own courier
  • Using non-approved drop-off methods


If the item has not been returned within 15 days of the due date, it will be considered non-returned. The Loop Wardrobe reserves the right to charge 150% of the full retail price of the item, in addition to any accrued late fees.


Return Packaging & Labels

If you lose your return bag or label:

  • Contact us immediately for a replacement
  • You must return via NZ Post overnight courier (yellow ticket) and provide tracking

Failure to follow correct return procedures may result in delays and additional charges.


Outstanding Fees & Debt Collection

All fees must be paid within 7 days of invoice.

Unpaid debts may be referred to a collection agency, and additional fees will apply.

Once referred, payment must be made directly to the agency.

 

 

7. ISSUES UPON RECEIVING YOUR GARMENT

Reporting an Issue

All garments are thoroughly inspected prior to dispatch to ensure they are sent in wearable condition.

If your garment arrives with damage or staining beyond normal rental wear, you must notify us immediately upon receiving the item.

 

Eligibility for Review

To be eligible for any consideration:

  • The issue must be reported on the day of delivery or collection

  • The garment must not be worn

  • The garment must be returned within 24 hours if requested for assessment

Failure to report an issue within this timeframe, or wearing the garment, will be considered acceptance of the garment in its received condition, and no refunds or credits will be provided.

 

Assessment & Outcome

Refunds or partial credits may be considered at our discretion only if:

  • The garment has an undisclosed flaw beyond normal wear, and

  • The issue significantly impacts the ability to wear the garment

Minor imperfections, general wear and tear, or previously disclosed flaws do not qualify for refunds or credits.

We take care to maintain all garments to a high standard, including cleaning and repairs between rentals. However, due to the nature of rental garments, conditions may vary slightly between bookings.



9. GARMENT CARE

Responsibility for the Garment

The person whose name the order is placed under is fully responsible for the garment from the moment it is delivered or collected, until it has been returned to us.

 

General Care Guidelines

All garments must be treated with care to avoid unnecessary damage, staining, or loss. This includes:

  • Choosing garments appropriate for your event and environment

  • Taking your height into consideration to avoid dragging or stepping on the garment

  • Handling garments delicately, as many are designer pieces

  • Following all garment care instructions provided

 

Strict Care Rules

To maintain the quality of our garments:

  • Fashion tape is strictly prohibited and will be treated as wilful damage

  • Do not alter, pin, stitch, or modify garments in any way

  • Do not attach or remove any elements (including labels or embellishments)

  • Avoid cross-body bags (especially chain straps) to prevent pulls/snags

  • Avoid fake tan, oils, makeup, and glitter — allow at least 2 days / 2 showers after tanning

  • Keep garments away from pets and sharp objects

  • Do not allow others to wear the garment — responsibility remains with the renter

 

Wearing & Handling

  • Lift the garment when walking or dancing if it is long

  • Take care when eating or drinking, as some stains (especially oil) are not removable

  • Store in a clean, dry space away from direct sunlight

 

After Use

  • Garments must be returned in the same condition they were received

  • Do not wash garments under any circumstances

  • Ensure garments are completely dry before returning



10. CLEANING, DAMAGE & REPAIR COSTS

Cleaning Responsibility

All cleaning is handled by us. Do not attempt to wash or clean garments yourself.

 

Stains & Reporting

If your garment becomes stained:

  • Notify us as soon as possible

  • Most stains can be removed with professional cleaning

However:

  • If a stain requires specialist cleaning, cleaning fees will apply

  • If a stain cannot be removed, you may be liable for replacement costs

 

Cleaning Costs

  • Basic cleaning is included in your rental

  • Additional cleaning costs may apply for significant staining or damage

  • Any attempted cleaning or repair by the renter (even if unsuccessful) will still be charged

 

Damage Responsibility

You are responsible for any damage during your rental, including:

  • Tears, pulls, or irreparable damage

  • Stains or markings affecting the garment’s condition

  • Loss, theft, or failure to return items

  • All the above include garment components such neck/ waist scarfs, clips, ties, buttons etc.

Failure to follow care or return instructions may result in additional charges.

 

Minor / Partial Damage

If a garment can still be rented:

  • Charges may apply for cleaning, repairs, or restoration

  • Customers are responsible for the reasonable cost of repairs, cleaning or restoration. Charges are based on the actual cost incurred, which will vary depending on the extent of the damage.

 

Major Damage or Irreparable Items

If a garment is:

  • Irreparable

  • Lost or stolen

  • No longer in rentable condition

You may be charged up to:

150% of the retail value (RRP) + any loss of rental income

 

What Compensation May Include

Charges may include:

  • Full replacement cost of the garment

  • Lost income from cancelled future bookings

  • Repair or specialist cleaning costs

  • Any additional costs (e.g. sourcing, shipping, alterations)


Replacement Policy

  • Replacement costs are based on the current value, not depreciated value

  • If the item cannot be replaced (e.g. vintage, out of stock), loss of income fees may apply

  • If full replacement is paid, the garment may be provided to you to keep




11. Damage Insurance (Optional Add-On)

All garments remain the property of The Loop Wardrobe at all times. From the moment your rental is delivered or collected, full responsibility for the item passes to you, including its safekeeping and condition.

We offer an optional Damage Insurance add-on to cover minor accidental damage during your rental period.

What’s covered:

  • Up to $100 NZD for:
    • Specialist cleaning (e.g. stains)
    • Minor repairs (e.g. small tears, loose stitching)

If the cost of cleaning or repairs exceeds $100, you will be required to pay the difference.

Example:

If repairs cost $150 → Insurance covers $100 → You pay $50


What is NOT covered:

Damage Insurance does not cover:

  • Full garment replacement costs
  • Loss or theft of the garment
  • Damage caused by negligence or misuse
  • Loss of income from future rentals
  • Late return fees

If a garment is deemed lost, stolen, or irreparably damaged, you will be required to pay the full replacement cost of the item.

 

Additional Terms:

  • Damage Insurance is non-refundable
  • It cannot be refunded if:
    • Your booking is cancelled
    • No damage occurs during your rental



11. THEFT & UNPAID FEES

Outstanding Payments

All damage-related costs must be paid within 7 days of the invoice being issued.

If payment is not received by the due date, further action may be taken to recover the outstanding amount.

If replacement fees or other charges remain unpaid, the debt may be referred to Baycorp. Once referred, additional collection fees will apply, and the outstanding balance must be paid directly to Baycorp. At this stage, payments can no longer be made to The Loop Wardrobe.


Compensation & Recovery Rights

We reserve the right to take any necessary steps to recover costs associated with breaches of our rental terms. This may include, but is not limited to:

  • Specialist cleaning

  • Late or incorrectly returned items

  • Seamstress or repair costs

  • Full replacement costs

  • Loss of income from affected future bookings


Methods of Recovery

If payment is not made, we may recover outstanding debts through one or more of the following:

  • Charging your stored card securely (via tokenised payment systems)

  • Debt collection agencies

  • Disputes Tribunal

  • Legal action

  • Police reports where applicable

  • Public disclosure of renter details (name and location only)

While we reserve the right to charge your card for overdue balances, we will always attempt to contact you first to resolve the matter.


Collection Fees

You are responsible for all costs associated with debt recovery, including:

  • Debt collection fees

  • Disputes Tribunal costs

  • Any applicable surcharges


Where a debt is referred to Baycorp, a 25% surcharge of the original amount may apply and is non-reversible.


Payment Options for Outstanding Debts

Outstanding balances may be paid via:

  • Card payment (processing fees may apply)

  • After-pay (subject to a 5% surcharge)


Future Orders

If you have an outstanding balance, we reserve the right to:

  • Cancel any future bookings

  • Retain payments made on new or existing bookings as partial recovery of the debt

 

Ownership of Damaged Items

If a debt remains unpaid and is escalated to collections, or your card is charged as a last resort, you waive any right to retain the garment — even if the balance is later settled.


Rental Fees & Outstanding Debt

Rental payments do not contribute toward outstanding balances. Additional costs such as late fees, damage, replacement, or cleaning charges must be paid separately.

Please note, depending on the circumstances this may not be available.



12. ORDER CHANGES & MODIFICATIONS

Updating Shipping Details or Delivery Method

We can assist with updating your delivery address or changing your delivery method prior to dispatch.

If you would like to switch from pick up to shipping (or vice versa):

  • Any applicable shipping fees must be paid before the change is confirmed

  • All changes must be requested before your order has been dispatched or collected

Please contact us via email as soon as possible to arrange any updates. Please note, depending on the circumstances this may not be available.

 

Garment Exchanges (Swaps)

Garment swaps may be requested, however all swaps are subject to availability.

  • If the replacement item is higher in price, the difference must be paid

  • If the replacement item is lower in price, no refund or credit will be issued

  • Each booking is eligible for one swap only

  • A $29 administration fee applies to all swaps in addition to the rental price

For postal bookings, swaps must be arranged at least 2 weeks prior to your event date, with both the new garment and updated booking confirmed within this timeframe. Any new event date must fall within 6 months of the original booking date.

Please note: rentals are not transferable to another person.

 

Pick Up Order Exchanges (After Collection)

For orders that have already been collected:

  • Exchanges may be available for pick-up bookings only, subject to availability

  • These must be arranged within our operating hours

 

Changing Your Rental Dates

We may be able to adjust your booking dates depending on availability.

  • All bookings remain subject to the original cancellation policy and booking terms

  • Changing your dates does not reset or override these conditions

Example:

If your original booking date has passed, no refund or credit will be issued, even if your booking has been moved.



13. CANCELLATION & REFUND POLICY

We aim to balance fairness for our customers with the realities of operating a small rental business.

Once a booking is placed, the garment is reserved exclusively for you. This means it is no longer available for others to rent, and preparation (cleaning, packing, logistics) begins shortly after.

 

Cancellation Timeframes

Within 24 hours of booking

  • Eligible for a full refund, minus a $5 processing fee

  • Not valid if your booking is within 3 days of your event or the order has already been prepared for dispatch/collection

7 or more days before your rental start date

  • Refund issued minus a $35 cancellation fee

4–6 days before your rental start date

  • Store credit issued (valid for 6 months), minus a $35 cancellation fee

3 days or less before your rental start date

  • No refund or store credit will be provided

 

Important Notes

• This policy applies per garment booked

• Try-on fees (if applicable) are non-refundable

• Bookings made less than 3 working days before the rental start date are considered late orders and are placed at your own risk

• No refunds or credits will be issued for late bookings if delivery or collection is unsuccessful

 

Refund Eligibility

Refunds are only issued where we determine that we are at fault. Each case is reviewed individually, and decisions are made at our discretion with fairness in mind.

Refunds or credits will not be provided for:

  • Change of mind - deciding not to wear the garment or not liking how it looks after it has been prepared and the service fulfilled.

  • Fit or sizing issues - Fit varies from person to person, and may differ in length, proportions, or overall appearance when worn.

  • Pre-described details - aspects of the garment already outlined in the description or photos (e.g. fabric type, design features, or noted flaws).

  • Orders already processed - once the garment has been packed for postage or collection we are unable to process a cancellation.

  • Normal rental garment wear - minor flaws or signs of wear that fall within the expected condition of a rental garment.

  • Late orders - bookings placed less than 3 working days before the rental start date, or after Wednesday 2pm for a weekend hire. These are placed at the customer's own risk, and no refund or credit will be issued if delivery is delayed or unsuccessful.

 

How to Cancel

To request a cancellation, please contact us via email as soon as possible with your order details.



14. FOR SALE ITEMS

All purchases of 'for sale' items are final.

These cannot be returned or exchanged. We describe any defects in the description & photographs.



15. IDENTIFICATION VERIFICATION

Identity verification is a required step for all bookings. Please ensure all details provided at checkout are accurate and up to date.

Once your order is placed, you will receive a text message to verify your mobile number. This must be responded to within 4 hours to confirm your booking.

For added security, we may also reference your Instagram account. We recommend following our page from your main account, as this may be used to help verify your identity if needed.

If we are unable to confidently confirm your identity, your order may be cancelled in line with our terms, and no refund will be issued.



16. UNFULFILLABLE ORDERS

In the rare event that we are unable to fulfil your booking, we will offer either a suitable replacement garment or a full refund, including any shipping fees paid.

All refunds are processed back through the original payment method via our payment provider. Please allow approximately 3–5 working days for the funds to appear in your account, depending on your bank.

Refunds cannot be issued through alternative methods.



17. CUSTOMER CONDUCT

We are committed to providing a respectful and positive experience for all customers. By booking with us, you agree to communicate and engage in a courteous and respectful manner at all times.

We reserve the right to refuse service, cancel bookings, or decline future orders if a customer:

  • Engages in abusive, aggressive, or disrespectful behaviour toward our team

  • Fails to pay any outstanding fees or charges

  • Breaches any part of our Terms & Conditions or rental agreement

In serious or repeated cases, we may permanently refuse service and restrict access to future bookings.

 

 

18. LIABILITY

All garments are rented and worn at the customer’s own risk.

The Loop Wardrobe is not liable for any injury, loss, or damage that may occur as a result of wearing or using a rented garment. This includes, but is not limited to, allergic reactions, fabric sensitivities, or any fit-related issues.

We are also not responsible for delays, losses, or disruptions caused by third-party services such as courier providers or unforeseen external circumstances.

By proceeding with a booking, you acknowledge and accept full responsibility for the use of the garment during the rental period.

 

19. PRIVACY

We collect and use customer information solely for the purpose of operating our rental service. This includes processing bookings, communicating with you regarding your order, and verifying your identity where required.

Your information will be handled securely and will not be shared with third parties except where necessary to deliver our services or meet legal obligations.

In cases of non-payment, non-return, or breach of our Terms & Conditions, we reserve the right to use and share relevant information with appropriate third parties for the purpose of recovering outstanding debts or retrieving items.

By placing an order, you consent to the collection and use of your information as outlined above.

 

20. CHANGES TO TERM

The Loop Wardrobe reserves the right to update or modify these Terms & Conditions at any time.

Any changes will take effect immediately once published on our website. It is the customer’s responsibility to review the Terms & Conditions prior to placing a booking.

By continuing to use our services or placing an order, you acknowledge and accept the most current version of these Terms.

Bookings made prior to any updates will remain subject to the Terms & Conditions in place at the time of booking, unless otherwise stated.



21. CONTACT

If you have any questions, feedback, or issues regarding your order, please get in touch with The Loop Wardrobe using one of the contact options below.

Instagram Direct Message: @theloopwardrobenz

Email: hello@theloopwardrobe.co.nz

We will aim to respond to all enquiries as promptly as possible.