Rental Agreement

Below is our Rental Agreement. This applies to all rental items booked through the Lizzie Lend website, unless otherwise specified.

Contract

By placing an order on the Lizzie Lend website that contains any items that are for rent, you are entering a legally binding contract between yourself and Lizzie Lend.

Payment

By entering this agreement, you authorise Lizzie Lend to charge the selected payment method according to the terms outlined in this agreement. You certify that you are authorised to use this credit card/account and you agree not to dispute the payment with your provider if Lizzie Lend fulfils its responsibilities in providing the rental item(s).

You also authorise Lizzie Lend to charge the supplied payment method for any additional fees as outlined in this agreement (such as damages or late return fees). If a charge against the supplied payment method cannot be made, we will provide you with an invoice for the fees which you agree to pay within 5 working days.

If for some reason, your payment for an order is reversed or rejected, you agree to pay the outstanding amount within 48 hours of demand. Failure to do this will result in immediate cancellation of the booking. If the item(s) have already been dispatched you will still be liable for the full amount.

Lizzie Lend reserves the right to take all steps necessary to recoup any amounts owing as per this agreement, including the use of debt collection agencies and taking legal action. This may increase the amount owed by the customer, to cover the costs of these services.

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. If this isn't provided, Lizzie Lend reserves the right to refuse the booking.

Title to Rental Items

At all times, the rental items are and remain the property of Lizzie Lend. Lizzie Lend reserves the right to retrieve the item at any time. No modifications or alterations can be made to items without the explicit approval of Lizzie Lend in writing.

Booking Period

The rental period you have selected for your rental is 'inclusive'. For example, a 4-day rental period can mean that your item will arrive by Friday and you will post it back on Monday. In this example, both the Friday and the Monday are included in the 4-day period.

Delivery

When booking an item with Lizzie Lend, you are asked to select a "Delivery Date". You should select a Delivery Date which is 1 or 2 days before the day you intend to wear the item(s). If your order has not arrived please contact lizzie@lizzielend.com.au

The item(s) will be sent in order to arrive to the address provided on or before your chosen Delivery Date (sometimes referred to as the "Arrives by" date). All items are shipped express.

In the vast majority of cases, your item(s) will arrive on or before your Delivery Date. Due to unforeseen circumstances and factors outside our control, usually related to issues with Australia Post, it may arrive late.

If you place your order within 3 business days of commencement of rental it will be classed as a last minute rental. Last minute rentals will not receive a refund or credit note if the delivery partner fails to deliver in time.

If your delivery fails because you have provided an incorrect or incomplete address, you will not be entitled to a refund or credit. It is your responsibility to ensure that the address you enter is accurate and complete according to Australia Post and in some cases, other postage providers. This includes providing a valid apartment/unit number, company name or any other information required for postage providers to deliver to you. If the items cannot be recovered after being delivered to an incorrect or incomplete address that was provided by you, you will be liable for a replacement fee, which is typically the RRP of the dress.

Incorrect or Faulty Items

If you open your delivered parcel to find that you have been sent the incorrect item, please email lizzie@lizzielend.com.au immediately. If there's enough time, we will do our best to get you a replacement so you still have something to wear.

If you find that the item is correct, but has other issues (e.g. damage, faults or noticeable stains), please let us know within 4 hours of receiving the item, and definitely prior to wearing the item.

If you don't let us know within this timeframe, we reserve the right to refuse a refund as it will not be clear when the damage was caused or by who. You should do this even if you believe you will still wear the item, as you may be offered a discount. More importantly, it will mean you won't be blamed for the damage or charged damage fees.

If you've been advised that a refund will be offered (or will be considered upon return), you must post back the item(s) within 1 business day, unless otherwise agreed with Lizzie Lend that has provided you with the item(s).

You acknowledge that the items being sent to you are not brand new and may have some signs of wear & tear. A refund may not be granted if the issue is considered minor or insignificant.

In most cases, you will need to wait for the item to be returned to the rental partner and assessed, prior to a refund being approved and processed. If approved, you will receive a full refund including any amount paid for postage.

Issues with Fit or Appearance

We try to provide as much information as we can regarding the fit of the items available for hire on our website. We take no responsibility if you choose a size or item which does not fit you or does not suit you. If in doubt, please email lizzie@lizzielend.com.au with any questions you may have. There will be no refunds or credit notes provided for issues with fit or appearance.

Customer Cancellations

A refund will be provided if a cancellation request is received 21 or more days prior to your booking start date. In these cases you will be given a full refund equal to the amount paid for the booking and postage costs.

For cancellation requests received between 14 and 21 days prior to your booking start date, you will be entitled to a credit note for the full amount paid including postage, but not a refund. The credit note can be used to rent any items on the Lizzie Lend website.

Cancellations less than 14 days prior to booking start date will result in forfeit of full amount paid.

Unless otherwise specified, if you are entitled to a credit note for your cancellation, it will be issued with a 6 month expiry. Requests to extend up to a 1 year expiry will be considered, but can't be guaranteed.

Cancellations by Lizzie Lend

Lizzie Lend may cancel your booking, for any reason. The compensation to you will be limited to the amount you paid to Lizzie Lend for the booking and postage. Lizzie Lend will not be responsible for any consequential damages that result from cancellation of the booking.

Reasons why Lizzie Lend may cancel your booking include, but are not limited to:

The item is damaged by a customer that has rented the item prior to you.
The item is lost or stolen by a customer that rented the item prior to you.
It is deemed that it is not possible to deliver the item to you in time for your booking, due to previous late return by a customer, or for any other reason, such as postage network delays (particularly during periods of COVID-19 restrictions).

In all cases above, you will be entitled to a full refund.

Return of Items

All items rented via Lizzie Lend will be delivered with a prepaid Australia Post Express Post satchel for returning the item back to the rental partner. If you don't receive this, email lizzie@lizzielend.com.au immediately.

If you lose the prepaid satchel, you will need to pay for one yourself. This must be an Australia Post Express Post satchel. Contact lizzie@lizzielend.com.au to let us know you've done this and include the tracking number.

Items should be returned over the counter at an Australia Post store or depot, on or before the specified booking return date, by no later than 12pm. This will be labelled the "Return on" date during checkout and in your order confirmation email.

If your "Return on" date falls on a Sunday or a public holiday, you may post the item on the next working day before 12pm. No late fees will apply in this instance.

If for any reason you aren't able to attend an Australia Post store or depot to post back the item over-the-counter on the "Return on" date, you may return the parcel via a yellow Australia Post Express Post street postbox. This is at your own risk. If the parcel is lost and is never scanned by Australia Post, you will be liable for a replacement or the recommended retail price (RRP). Similarly, if the item arrives back much later than expected, the date of the first scan on the tracking may be used as the date it was posted back when calculating late fees.

Cleaning

We know small accidents happen, and Lizzie Lend will clean all garments when they are returned after your rental. There will be no fees charged as long as stains can be removed.

You agree that under no circumstances will you attempt to clean the rental item(s) yourself, or have them cleaned by anyone else.

If you attempt to clean a garment and cause damage, or cause a stain to be permanent, Lizzie Lend reserves the right to bill you a fee up to, but not more than 120% of the full RRP of the garment. The garments available for rent on our website are often sold out in all retail stores and no longer available from the designer, which is why a charge above the RRP may apply. This fee will be on top of any amount already paid for rental or postage.

Use of fake tan is at your discretion. If it causes permanent staining that won't come out when cleaned, the damage policy below will apply.

Damage or Loss

If damage (stains, rips, etc) is observed when your garment arrives, please take photos of this and email lizzie@lizzielend.com.au right away. If you don't do this and there was no known damage prior to delivery, it may be assumed that the damage was caused by you.

If you damage a rental item, do not attempt to repair it. If it can be easily repaired (e.g. sewing on a button, re-stitching) it will be taken care of with no additional cost to you. It's also not a problem if the garment is stained, as long as it comes out when it is cleaned after you've returned the garment.

You agree that under no circumstances will you attempt to clean/repair the rental item(s) yourself, or have them cleaned/repaired by anyone else. Do not cut, alter, iron or hem tape any item booked via Lizzie Lend.

The items available for rent on our website are often sold out in all retail stores and no longer available from the designer. This has led to some people renting an item and not returning it, or saying it is lost, so that they are able to obtain something they want to keep. This, along with loss of earnings from potential future rentals, is why there is a fee of up to 200% of RRP for lost and unreturned items.

If an item is lost by Australia Post, then there will be no fees charged to you. This is why it is important that you return the item by posting it over-the-counter at an Australia Post office or depot.

By doing this, the item will be scanned and there will be a record of you posting the item in their tracking system. This will not happen when you put it into a street post box, as a system record won't be created until it reaches a scanning depot, and there will be no evidence of you having posted the item, meaning you would be liable for the loss.

By accepting this agreement, you give permission for Lizzie Lend to charge fees for damages or loss of an item to the payment method you used when placing your order. You will be given the option of using an alternative payment method before the charge is made.

Late Return

If for any reason you post back the rental item(s) on a day after the “Return On” specified, late fees may apply. We will often allow a grace period of 1-2 days for this, but only if it doesn't affect a future booking for another customer. If it does affect this, late fees will almost certainly be enforced.

The fee charged for each day late will be your rental price divided by the number of days you've rented for, up to 120% of the original RRP of the item. For example, if you selected a 4-day hire and the rental fee was $100, late fees would be charged at $25 for each day late. Any lodgement after 4pm local time will be considered as an additional day late, as it won't be collected from that Australia Post location until the following day.

By accepting this agreement, you give permission for Lizzie Lend to charge late fees to the payment method you used when placing your order. You will be given the option of using an alternative payment method before the charge is made.

Limitation of Liability

By accepting the rental agreement, you agree that Lizzie Lend will not be liable for any loss, damage, costs or expenses of an indirect or consequential nature incurred or suffered by you as a result of:

Cancellation of a rental booking
Late delivery of a rental item
Non-delivery of a rental item
An issue with the quality of a delivered rental item

This includes but is not limited to economic loss, loss of goodwill, emotional suffering, loss of opportunity or other loss of turnover, profits or business.

Definition of Refund

For the purposes of this agreement, a refund for an order is defined as returning back to you the initial form of payment used to place that order. If you paid for the order by credit/debit card, the funds will be returned to that card. If you paid for the order using a credit note, then you will be re-issued that credit note, with a fresh expiry date. For orders placed using a combination of multiple forms of payment, you will receive back those forms of payment in line with the amounts used to pay for the order.

Accidental Damage Protection

Accidents can happen. To protect you, we offer optional Accidental Damage Protection ("protection") at checkout for a fee.

If you accidentally cause significant damage to a garment you've rented via Lizzie Lend, you may be liable for repair or replacement fees, per our Rental Agreement, which must be accepted to complete an order on our website.

But you can protect yourself by taking up the option of Accidental Damage Protection. If your order is eligible for it, it'll appear as a tickbox option on the Shopping Bag page. You'll also be reminded with a popup prior to checkout.

This will help you avoid any unexpected large bills that may come because of a simple mishap. The protection covers a maximum of $200 in repairs or replacement fees.

Accidental Damage Protection is only offered when you are renting clothing items. If you choose to pay for the protection, it will only cover the clothing items in your order(s). Other items aren't covered (see Inclusions and Exclusions section below for specific details).

Inclusions & Exclusions

Accidental Damage Protection only covers clothing items. This includes: dresses, gowns, sets, skirts, tops, jumpsuits, playsuits, pants, jackets and coats.

Protection isn't offered for, and doesn't cover: bags, clutches, headwear, hats, belts or any kind of jewellery.

The protection is for accidental damage only. This primarily includes:

Bad staining that can't be remedied by dry-cleaning and/or spot cleaning;
An accidental tear or rip;
Large jewels or other pieces that have detached;

The following is excluded:

Items which are lost or stolen after the time they were delivered to you;
Returns which are lost in the post / lost in transit, where there is no evidence that the return was posted, in the form of online updates on the return tracking number, or a copy of an Australia Post lodgement receipt (note that if this evidence exists, you won't be held liable);
Damage/staining caused deliberately;
Damage/staining caused by clear recklessness or carelessness;

Claim Process

Most minor stains, small tears and pulls don't require any further action. Just return the items using the normal process, and Lizzie Lend will usually take care of these without you hearing a thing about it.

If you've caused significant damage, then please contact us via email – lizzie@lizzielend.com.au as soon as possible including photos.

Please take some detailed photos of the item as these may be requested.

DO NOT attempt to wash, dry-clean, stitch, glue, or perform any other cleaning, repairs or mending on the item. Please just return the item as is, using the supplied prepaid return post satchel. If any pieces have detached (e.g. fabric, jewels, etc.), then they should be included within the return parcel.

Lizzie Lend is experienced in mending and cleaning and will have the garment properly assessed before determining whether your protection needs to be utilised.

If you've not notified us of the significant damage caused, but it is noticed upon return to the Lizzie Lend. You'll be asked to verify that you caused the damage. Please note: photos are taken of garments before dispatch. Even though the protection may cover the entire cost of repair or replacement, we require your co-operation and honesty so that the process can run smoothly. If you fail to acknowledge the damage or to provide an explanation of how it was caused, then you may not be covered.

$200 Maximum Covered

The protection covers up to a maximum of $200 in repair or replacement fees per order.

If the amount determined for repair or replacement is less than the $200 maximum, then the protection will cover the cost in full and there'll be nothing more for you to pay. If it's greater than $200, then you'll need to pay the difference.

If multiple items within an order are damaged and require repair or replacement, the maximum that will be covered is $200 in total. It is not $200 for each item unless damage protection was purchased for each item.

Damage Must be Accidental

If you've taken up the option of Accidental Damage Protection, you're still expected to take proper precaution and care of the items you've rented.

If there is any evidence that the damage caused to an item was in any way deliberate, or that you were extremely careless in causing the damage, the protection will be void and won't cover repair or replacement fees. You would still be liable for these fees.

Significant Damage on Arrival

If an item has significant damage upon arrival to you, you must let us know as soon as possible, even if you still intend to wear it to your event.

If you fail to do this, it won't be clear when or by whom the damage was caused, and it may be assumed that it was caused by you. We also strongly suggest you take timestamped photos early in your rental period, and prior to the item being worn. If needed, these may be requested as further evidence that the damage was there prior to you wearing the item.

All Items Must Be Returned

Even when an item has been clearly damaged beyond repair, it must still be returned by the return date for your booking.

If you don't return the item, it will be deemed lost or stolen and Accidental Damage Protection will not apply (see "Exclusions" above).

The return allows us to assess the level of damage. You might be surprised at what's possible when it comes to stain removal or repairs. A return is also required as proof that you are not just using the protection as a way to keep an item you like, but can't purchase elsewhere.

Refund of Accidental Damage Protection

Lizzie Lend will refund you the full amount of protection paid if:

You cancel your order prior to dispatch, in accordance with our cancellation policy;
Your order can't be fulfilled for any reason;
You are entitled to a full refund of your order, for any other reason, per our Rental Agreement and Returns & Refunds policy;

Change of Mind

If you've paid for Accidental Damage Protection, you aren't able to change your mind at a later date. Unless the order is cancelled entirely, the amount paid for protection can't be refunded.

Changes to the Rental Agreement

Lizzie Lend reserves the right to change the Rental Agreement and/or rental partners' terms at any time, so it is important you review and accept them each time you place an order with Lizzie Lend.

The terms that apply to an order will be in accordance with the Rental Agreement and rental partner's terms as they stood on the date the order was placed.

Waygood Capital Pty Ltd trading as Lizzie Lend.

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