FAQs

Get started with HTL

 

So how does it work exactly?

Find it

Browse our designer dress collection. Find your perfect match. If you are unsure around fit, get in touch with our stylists at hello@hirethatlook.com, who will be more than happy to help you find the perfect dress

 

Book it

Pick your delivery date. Choose to hold onto your dress for 4 or 8 days
You can book up to two dresses at a time

 

Work it

Go turn heads. Feel amazing. Share an insta and don’t forget to tag #myHTL.

 

Return it

Pop your worn dress back in the box and fill in the return form. You can drop it off locally at a pick up point. Don’t worry about the dry cleaning – it’s on the house.

 

Check out our How It Works page for more detailed info

 

All of our dresses are 100% authentic

 

Shipping & Delivery:

Our standard delivery is between 9am - 5pm Monday - Sunday

 

What happens if my event date is on a Bank Holiday?

Don't worry, we'll always make sure your delivery arrives on your chosen delivery date. If that's a bank holiday, we'll deliver your order in advance. 

 

Where do you ship to?

At the moment, we ship to anywhere within the UK.

 

What are my delivery options?

Your dress will be delivered by courier with DPD.   

 

How much is shipping?

£5.00

Free Delivery if you spend over £100 - Use Code FREESHIP at checkout


Can you deliver to another address?

Of course – we’ll ship to whichever address you’d prefer.

 

Will I need to sign for my delivery?

Yes. With cargo this precious, we don’t want to take any chances! However, you can choose to deliver to a safe place through DPD (you can select this option when DPD send you the 1 hour delivery slot, but do note that you’ll be responsible for the parcel’s safety once you select this option)

 

When will I receive my order?

Once your delivery’s on its way, you’ll have access to tracking information through our delivery partner DPD, so you can see the progress of your parcel.

 

There are two delivery options:

 

Delivery to your door. DPD will send you an email to let you know that your parcel will be delivered on the next day. On delivery day, they’ll also send you text message with your delivery time slot.

 

DPD Shop

Not around to sign for delivery? Once you’ve received your 1 hour delivery slot text, you can opt to pick it up at the nearest DPD Return shop. It will be delivered there by 12pm and you’ll receive an email with your DPD pick-up pass when it’s ready to be collected – just bring your pass and ID with you when you pick it up.

 

RETURNS

How do I return my order?

Returns are on us! You'll receive a pre-paid shipping label with your original delivery – just use the box your dress arrived in to return your order in any DPD return shop . Find your nearest collection point via the DPD app or DPD website http://www.dpd.co.uk/apps/shopfinder/index.jsp

 

We ask that you do return it by 12pm on the last day of your rental! That’s mainly important because there might be a fellow prinny waiting for your dress – and we don’t to stop her from going to the ball. Details about our late fees can be found below.

 

My dress doesn’t fit! What’s your return policy?

It’s important to us that you feel incredible in our dresses. If your dress isn’t right…

 

We'll give you a credit . If the dresses in your order don’t fit, we’re very happy to give you Hire That Look credit (without the cost of shipping). To receive your credit, select this option on the return form. Use the packaging we’ve provided (which includes a pre-paid label) and return everything to us within 24-hours of receiving it. Credits won’t expire, but make sure you return your dress with the tags intact, otherwise we won’t be able to action the credit.

 

We’ll give you a refund. Don’t want credit? We’re happy to refund the dress hire cost (without the cost of shipping). Just tick this option on the return form and send it back within 24- hours of signing for it.  You can then take it to your nearest DPD Return Shop. Do bear in mind that tags will need to be in place for you to receive your refund, and if it isn’t returned within 24-hours, you won’t be eligible for it.

 

When will I receive my refund?

When we receive your return we will process your refund and notify you by email.  We will refund to the payment method originally used.

 

Your refund amount will depend on the condition of the dress or any late fees.

 

We will process them within 5 working days, but it can take up to 10 days for your bank to process.

 

Help! I’ve missed my return date.

If you’ve missed your return date, you can use the same pre-paid label and return the items as soon as possible to your nearest DPD return shop.  Find your Nearest DPD Shop Here

 

Late Fees

For every day the dress remains unreturned, you’ll be charged £25 a day as late fee, plus the rental price.

If we haven’t received your rental item within seven days, your credit or debit card will be charged 150% of the RRP for each item that is not returned, minus any late fees that you’ve already incurred. 

 

CANCELLATIONS

If you want to cancel your order, get in touch via chat or email hello@hirethatlook.com, and we will be happy  to help

If you cancel your order up to 7 days before the start date of your rental period, we will issue a full refund to the original payment method you used

If you cancel your order within 7 or fewer days before the start of your rental period, we will issue you with a credit for 1 dress with the highest rental price on your order, minus a £8.99 cancellation fee

 

MY ORDER

How long can I can rent a dress for?

You can rent a HTL dress for either four or eight days.

 

I need it for longer! Can I extend it?

Sure – as long as the dress is available! Get in touch on chat or email us at hello@hirethatlook.com

and we’ll do our best to help.

 

Can I get insurance on my dress?

We want to make sure you have the best time you possibly can wearing your HTL dress but we understand that accidents happen, and that some wear and tear may be inevitable – so you can choose to pay an optional £6 insurance fee to cover any minor stains and damage. You can select this option at the checkout.  This will cover minor stains that come out in dry cleaning, and accidental damage (like a zip break).  

 

What if I accidentally stain or damage the dress?

We expect that you will look after the dress as if it were your own, but we do understand that some minor damage may be inevitable.  If you do damage the dress, please get in touch via hello@hirethatlook.com.  We will reserve the right to review each case individually, and we will look into any damage before informing you around next steps and any charges.  You can choose to add a £6 insurance to your order at checkout, this will covers any minor stains or damage (like a zip break)

 

Please Note:   Significant damage and theft aren’t covered by the insurance, and if the dress is damaged beyond repair, the fee will be the retail price of the item. If it’s never returned, the fee will 150% of the retail price.

 

Who cleans the dress?

Don’t worry – we take care of the boring bits. Our dry cleaning process is completely natural and we use zero chemicals when cleaning our gowns to make sure your HTL experience is irritant-free and elegantly executed from start to finish.

Because of this, we ask that you don’t ever attempt to clean the dress yourself!

 

Where’s my order?

Check where your order is up to on your My Account page. Once it’s out for delivery, you’ll be able to track it via our courier DPD.

 

Do you have an advance try-on service?

 

Yes we do click here for more information 

How can I tell whether my dress will fit me?

When it comes to occasionwear, fit is half the battle. We know how important it is to get right, so we’ve created some foolproof tools and guides so you can really get a feel for each dress.

1. Checkout the Size and Fit section on each dress, it will tell you the exact dress measurements for each size and will describe the fit.

 

2. Check out our size chart on each dress page.  For International Brands, we have converted all label sizes to UK sizing. If you want to know the equivalent international sizes for each dress, you can see this here

 

3. Check out the “As seen on” feed at the bottom of the dress page. Here, you can easily see other girls wearing the dress and can compare their fit with your body shape.

 

Got questions? Get in touch through our web chat or email hello@hirethatlook.com and we’ll go through the fit and sizing in as much detail as you need.

 

Can I pick a back-up dress?  How does that work?

Of course, you can order up to two dresses per order. We’ll have to charge you for both dresses, but we’ll then refund you for the one you don’t wear.  Remember to keep your tag on otherwise you won’t be eligible for a refund.

 

What happens if I remove the tag?

Eek - please don’t! Unfortunately, if you remove the tag we’ll have to charge you (and we want to avoid that as much as you do).

 

What payment methods do you accept?

We accept lots different types of payment. PayPal, Apple Pay, AMEX, all major credit and debit cards. See the bottom of our website to check the different payment methods we offer.

 

Is your payment Gateway secure?

Yes, we use a secure payment gateway to make sure your details are safe

 

Can I get a dress length taken up?

We’re happy to take dress lengths up, for a fee.  We cant promise that all dresses can be taken up.  Get in touch at hello@hirethatlook.com to enquire.


Refer a friend program

We have a brand new Refer a Friend program that we would love you to take advantage of.  If you refer a friend, you'll get £15 off, and your friend gets 15% off their order.  You'll get your £15 when your bestie makes a purchase that isn't cancelled.

 

Discounts and Promotions

You can only use one discount code per order.  If you have any problems, get in touch via chat or hello@hirethatlook.com