We’re so excited to be part of your special event. To ensure your rental experience is smooth and stress-free, please take a moment to read through our shipping guidelines and general terms.

Opening Your Parcel

When your order arrives, please open the courier bag carefully from the top. Avoid using scissors or sharp objects, as this may damage the garment inside.

Shipping and Delivery

We use NZ Post as our delivery provider.

Orders are not shipped on the same day they are placed unless this has been agreed upon with us in advance. If the correct event date is entered at checkout, we will ensure your item arrives at least 24 hours before your event.

If your booking is for a Saturday event and you require postage, your order must be placed by the end of day Tuesday of that same week.

If you have a last-minute request, please get in touch and we’ll do our best to accommodate you.

Pick-Up Option

If you’ve selected the pick-up option, your rental will be available from the Thursday before your event or ball. All rentals must be returned by 5 PM on the Monday following your event, unless another arrangement has been made in advance.

Important Delivery Notes

NZ Post delivery times are only estimates and not guaranteed.

If your address is rural, it’s important to select the Rural Delivery option at checkout. This gives us the notice needed to send your item earlier. Rural delivery typically takes between two to four working days. We cannot be held responsible for rural deliveries that do not arrive on time, as once your parcel is handed over to a Rural Delivery Contractor, their delivery times may vary.

Please make sure your event date and delivery address are correct at the time of ordering. If your item does not arrive on time due to late ordering or incorrect information, we are not able to offer refunds.

Redirecting Parcels

Please do not redirect your parcel online using your tracking number. Doing so will send the item back to the Auckland depot and delay delivery by at least three days. We cannot issue refunds or credits for parcels that are redirected. If you realise you’ve provided the wrong address, please contact us immediately and we’ll do our best to help.

Late Returns and Fees

All garments must be returned on or before your agreed return date. Returns must be scanned in at an NZ Post counter or dropped off as arranged. If the garment is returned late, a fee of $25 per day will apply. Additional charges may be added if the delay impacts another customer’s booking.

Returns that are not correctly processed will also incur late fees. This includes using your own postage, placing the return in a street mailbox or drop box, or failing to have it scanned at the post counter.

General Conditions

Payment

Payment must be made in full at the time of booking using a credit or debit card. Your order will be shipped only once payment has been received.

Cancellations and Refunds

We offer a 24-hour cancellation policy from the time your order is placed. To be eligible for a full refund (minus a $5 processing fee), you must contact us within 24 hours, and your item must not have already been packaged or dispatched.

Cancellations made after 24 hours are non-refundable. Refunds or store credit are only offered if there is a fault on our end, and this is assessed on a case-by-case basis.

Garment Care and Damage

Please do not wash or dry clean any garments. We handle all cleaning professionally after return.

Once we receive the item back, we will inspect it for any damage or cleaning requirements. If the item has been stained or damaged but is repairable, you will be responsible for the associated cleaning or repair costs. These fees are payable immediately upon notice. If a garment is returned in a condition that is beyond repair, full replacement charges may apply.

Any existing flaws or wear will be listed in the garment description. If you believe there is damage that was not noted when your item arrives, please contact us right away.

Thank You

Thank you for choosing XOXO Dress Rentals. We’re proud to help you celebrate life’s special moments with stunning garments, reliable service, and lots of care — always brought to you with hugs and kisses.