Frequently asked questions

Once you’ve found the perfect item, select your size and rental period, then proceed to checkout. Your request will be sent to the lender, who will either accept or decline it. You’ll receive an update on your order status within 48 hours.

We offer two default hire options: 4 days and 8 days. Extended hires are available upon request. Your hire starts on the day the item arrives and ends on the day it must be returned. For 4-day hires, we recommend scheduling your event on the 3rd day. For 8-day hires, it's best for the item to arrive at least 2 days before your event. If you have specific timing needs, such as travel or an early event, we suggest messaging the lender or leaving a note at checkout.

For occasions like holidays, destination weddings or honeymoons that require a longer hire period, please get in touch with us at hello@onewardrobe.com.au and we’ll be happy to help arrange it for you.

Availability for each item is displayed via a live booking calendar. To check, click the box under ‘Rental Period’ on the product page to open the calendar and select your preferred dates.

Local and postal try-ons are offered at the lender’s discretion. If you’d like to try a garment before booking, please contact the lender via the product page to check availability and any associated fees.

The lender takes care of the dry cleaning for you. Simply place the item into the provided Express Post satchel and drop it off at your local Australia Post office for scanning before 4pm on the final day of your hire. Do not attempt to clean the item as this may cause further damage and result in additional repair or replacement fees.

Before placing your order, we recommend messaging the lender to confirm they can get the dress to you in time for your event. For the best chance of securing something last-minute, use the ‘Location’ page filter and enter your suburb, city or postcode to browse items within a 10km radius. Then coordinate express postage or pickup with the lender before completing your order.

One Wardrobe provides a safe and secure platform for hiring. Making payments outside the platform means you’re no longer protected by our safeguards and support. This is a breach of our Terms & Conditions. If a lender asks you to pay off-platform or behaves suspiciously, please report it immediately to hello@onewardrobe.com.au or use the report function on their profile.

Garments hired online are hired at your own risk if they don’t fit or you change your mind. We do not offer refunds, credit notes, or replacements unless the item received does not match your order. To help ensure the best fit, please refer to the sizing and fit notes on the product page and consult the designer’s official size guide.

Alterations of any kind - including temporary pinning - are strictly prohibited. Excessive staining or damage will incur additional charges. If a dress is long or falls below your feet, it’s your responsibility to ensure it remains in good condition throughout the hire period.

Our lenders take great care when packing orders, however some fabrics are naturally prone to creasing during transit. If your item arrives with creases, we recommend hanging it in a steamy bathroom to help relax the fabric. Please do not iron or steam the garment unless you’ve received permission from the lender. Creasing does not qualify for a refund, and lenders are within their rights to decline refund requests based solely on this.

We understand that accidents can happen. If a dress is damaged during your hire, please contact the lender as soon as possible. In cases of significant damage or staining, additional cleaning or alteration fees may apply. If the item is not repairable, you will be charged the full retail value of the dress in addition to your hire fee, and the item will be returned to you (postage costs apply unless otherwise agreed).

If you wish to cancel your order, you must provide a minimum of 14 days’ notice before the hire start date to receive a full refund minus a 15% processing fee.

Although rare, sometimes lenders cannot fulfil a booking at short notice due to reasons like late returns or damage from previous hires. If this happens, please contact us immediately at hello@onewardrobe.com.au so we can assist you in finding a suitable replacement.

If you are under 18, a parent or guardian must hire on your behalf and accept full responsibility for any damage or late returns.

One Wardrobe does not purchase second-hand garments, even if they are brand new with tags. Instead, we encourage you to become a lender and list your items for hire on our platform.

Yes, we offer Afterpay so you can enjoy your hire now and pay it in 4 interest-free instalments over 6 weeks. Please note, Afterpay is only available at checkout if your order includes items from a single lender. If you’re hiring from multiple lenders, you’ll need to place separate transactions to use Afterpay for each.

To prevent users from transacting outside of the platform, we ban words including but not limited to: Instagram, mobile number, email, bank transfer, cash, DM. Using such words will prevent you from sending a message, resulting in a red exclamation symbol. If you are still not sure why your message isn't sending, please email us a copy of the correspondence and we will review it.

Our lenders are based all across Australia with local pickup and try on options available in most major cities and regional areas. To find styles near you, simply enter your suburb, city or postcode into the Location filter on our website. Once you’ve found a piece you love, you book via local pickup or message the lender to arrange a try-on at their discretion.

All items are available for delivery Australia-wide. At this stage, we do not offer international shipping.

Delivery costs are set by the lender. Some offer free return delivery, while others charge a fee based on the item’s weight and size. The exact delivery cost will be shown at checkout. Every hire includes a prepaid Express Post satchel for easy returns.

All orders are sent via Express Post, with delivery taking 1-4 business days depending on your location. While our lenders do their best to ensure your item arrives in time for your event, we recommend confirming the exact date and time you need it by at checkout.

Yes, it’s a good idea to let the lender know when placing your booking. This helps them factor in additional delivery time to ensure your item arrives on time.

Express parcels are given authority to leave. However, Australia Post won't leave a parcel if your location is considered unsafe or inaccessible to drivers, or if the Lender requests the item the parcel be signed for as a safeguard.

Local pickup is available at the lender’s discretion. If offered, the pickup location will be displayed on the product page and available as a delivery option at checkout. For urgent pickups, we recommend contacting the lender directly before placing your order.

On the final day of your hire period, please place the item in the provided Express Post satchel and return it to a post office before 4pm to ensure it is scanned. Failure to do so may result in late fees. For shipped orders, always have your parcel scanned at the counter as proof of return. If you need to drop the item into a yellow Express Post box, please get permission from your lender beforehand and record a video as proof of lodgement.

If the item isn’t returned by 4pm on the final day of your hire, late fees will apply. These fees are charged daily, calculated pro-rata based on your hire fee, and can accrue up to 120% of the item’s original retail price. For example, if your 4-day hire cost $100, late fees would be $25 per day.

Our lenders strive to deliver your item on time. If it doesn’t arrive before your event, you’ll receive a full refund. To qualify, please return the item unworn within 24 hours of delivery.

If you’ve misplaced your return satchel, please contact the lender immediately. Returning your order via Express Post by the due date is your responsibility and may be at your own cost. Be sure to confirm the lender’s postal address and provide them with the new tracking number.

You must return the parcel to your local Australia Post post office for scanning before 12pm the following business day. No late fees will apply in this instance.

Listing your designer items on One Wardrobe is completely free. We only charge a service fee once a booking request is accepted and the hire is completed, based on the total order price.

Create an account, fill out your personal details including payout information under ‘Account Overview’ so you can get paid, and begin listing your designer items via ‘List Your Dress’ or ‘Lending’ in the top navigation.

If you are under 18, a parent or guardian must lend and manage the hire on your behalf, accepting full responsibility for any liability.

You set the hire price at your discretion. As a guideline, we suggest charging around 20% of the item’s RRP for a 4-day hire and 30% for an 8-day hire. However, you should also consider the condition and age of the item. We recommend researching comparable listings to understand the market and price your items competitively to attract more bookings. Please remember to include any necessary dry cleaning fees (if applicable) and ensure your shipping fee includes a prepaid return Express Post satchel for the borrower.

All items must be listed using the exact sizing shown on the garment’s tag, rather than converting to Australian sizing, to avoid errors and confusion. Our available sizing categories include UK/AUS, US, France, Italy, International (XS, S, M, etc.), and Zimmermann (0P-4), which uses its own numbering system. If you’re unsure which size to select for your item or the country’s sizing option isn’t listed, please contact our support team. If you feel the item runs small or large, you may include this information in the 'Size & Fit Notes' section. Please do not list the item as a different size based on fit perception, as this can cause misinterpretation and may result in refund requests.

If you stock multiple sizes in the same item, you do not need to upload separate listings for each size. When listing the item, under 'Sizing Options', tick the box 'This item has multiple sizes' and a new box 'Add size' will appear to list, so you can list as many sizes as required.

Uploading a profile photo helps build credibility and establish you as a trusted lender. Lenders must choose a photo of themselves and not a business name or logo.

Due to copyright, you must only use your own images or copyright-free images. We suggest uploading high quality photos with great natural lighting that shows the item on and from all angles - front, side and back. Do not upload photos featuring multiple people, the same item in a different colour or a similar style.

One Wardrobe accepts luxury designer clothing and accessories (including but not limited to handbags, jewellery, belts and millinery) to be listed on the platform, given they have a minimum RRP of $300, are in good condition with no noticeable damage and are authentic. We reserve the right to remove any listings that do not meet these criteria or that we deem off-brand.

When your item is booked via One Wardrobe, the date period will be automatically blocked out from the calendar, including the number of Preparation Days you set (I.e. The time required to get an item ready before the next booking, accounting for postage and dry cleaning). If you are a hire business and manage a separate bookings calendar or you are an individual lender wanting to wear one of your items, you must manually block out your unavailable dates. To do this, edit the individual item under My Listed Items, scroll down to Set Unavailability Dates and click the ‘Add date range’ button to enter your unavailability.

Before accepting an order, you can view the borrower’s address by clicking on ‘Order Details’. After acceptance, all order information including the shipping address can be found under Active Orders in the Lending section.

Due to the private nature of PO Boxes and Parcel Lockers, which can sometimes attract fraudulent activity, we recommend verifying the borrower’s identity. You can request a copy of their driver’s license, passport, or other ID. To do this, please email our support team with at least 2 business days’ notice. We will then contact the borrower on your behalf and verify their ID document.

To add tracking numbers to an order, go to Active Orders in the Lending tab and click ‘Order details’ on the specific order. Once here, click the ‘Add’ buttons next to ‘Tracking Number’ and ‘Return Tracking’ to enter the shipment information for both parcels.

It is critical that you use Australia Post’s website, or your chosen shipping carrier’s website, to get a clear understanding of when the item must be sent in order to arrive to your borrower on time: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times. It is important to consider the borrower’s location in proximity to yours and any state public holidays as this will affect postage speed. In the event that an item doesn't arrive in time due to insufficient delivery timelines, a full refund will be issued.

Payments are issued 72 hours after the hire period ends. To receive your payout, tracking information must be added for postal orders. Once issued, funds typically take 1-3 business days to process, depending on your bank.

Yes, all hires must include a prepaid return Express Post satchel to post the item back in. Please ensure you factor this into your hire price and shipping fees.

Please pack your items with care to minimise the risk of damage and creasing. Always ensure your items are dry cleaned and pressed before placing them into the Express Post satchel, including a prepaid return satchel. Don’t forget to keep a record of all tracking numbers.

No, offering local pickup is entirely up to you. When listing a product, you can choose whether to allow pickup or not. If you do allow pickup, your full address will only be shared with the borrower after you accept their booking request with a local pickup arrangement. For privacy, only your suburb will be visible on the public listing.

The lender is responsible for dry cleaning. Please factor this in when setting your hire price and dry cleaning fees.

One Wardrobe offers optional Lender Insurance for $5, which covers loss up to $500 (excluding handbags and fine jewellery). This amount will be paid out at the conclusion of any internal/external investigations. Please note this does not cover accidental damage, late fees or loss by a shipping provider. Lenders must verify the cost of the item with a sales receipt when making a claim.

We strongly recommend taking out your own postal insurance with your chosen shipping provider. Australia Post provides loss or damage cover up to the specified value of your item (Max. $5,000). Additionally, $2.95 Signature on Delivery can provide extra safeguard. One Wardrobe’s optional $5 Lender Insurance cover (see above) covers you in the event of loss to the value of $500. You can also request a copy of the borrower’s driver’s license, passport or other forms of ID to confirm the borrower’s identity. To do so, you must email support with at least 2 business days notice and we will contact the borrower for you and share the requested forms of ID.

Please allow 24-48 hours for a borrower to respond to your message. If your matter is urgent, please email our support team and we will follow up with the borrower.

If there’s no movement on the tracking after the hire period ends, it’s best to message the borrower directly to confirm they’ve returned the item. While discouraged, some borrowers drop parcels in yellow Express Post boxes instead of having them scanned at the post office, so the item is likely already on its way. If you’ve contacted the borrower and haven’t received a reply within 24 hours, please email our support team for assistance.

If your item has been returned damaged, please report it to our support team within 24 hours of delivery. We ask you to reach out to the borrower directly to notify them of the damage and provide them with a quote for the cost of repair. Once agreed upon, email us a copy of the invoice/receipt and we will organise the transfer of funds into your account. If the item is not repairable or the borrower is not cooperating, One Wardrobe will take all internal measures to have you adequately reimbursed. Please note that One Wardrobe does not take responsibility for loss or damage of items hired out through the platform and simply acts as the facilitator. We strongly recommend that you take photos or videos of your items before each hire so you have accurate proof of prior condition.

Although this is uncommon, if your parcel goes missing, we recommend opening an investigation with Australia Post. In most cases, the parcel is located. If it cannot be found, you may be eligible for compensation from Australia Post as well as from any additional insurance you have purchased.

One Wardrobe provides a safe and secure platform for hiring. Making payments outside our platform means you will no longer be covered by our safeguards and support. This is a violation of our Terms & Conditions. If a borrower asks you to pay off-platform or behaves suspiciously, please report them immediately to hello@onewardrobe.com.au or use the report function on their profile via our website.

The borrower will receive an email and in-app notification 72 hours after the hire period ends asking them to leave a review about their hiring experience with you. To increase the likelihood of receiving a review, we recommend sending them a friendly message once the item arrives back, kindly asking if they could leave a review if they haven’t already.

To prevent users from transacting outside of the platform, we ban words including but not limited to: Instagram, mobile number, email, bank transfer, cash, DM. Using such words will prevent you from sending a message to the customer, resulting in a red exclamation symbol. If you are still not sure why your message isn't sending, please email us a copy of the correspondence and we will review it.

When customers enter their card details at checkout, their funds are verified but not charged until the lender accepts the booking request. If there’s an issue, please message the borrower directly via the Pending Request and ask them to check their funds before trying again. Avoid repeatedly attempting to accept the booking, as this may cause the bank to flag the transaction as suspicious and block the card.

Yes, you can offer postal try-ons. To do this, temporarily update your 4-day price to reflect the postal try on fee when the customer is ready to book and include “try-on” in the listing title so it’s clear to other customers this isn’t a standard rental. Once the booking is accepted, you can revert the listing back. Postal try-ons are typically treated as a 1-day hire. It's important to clearly communicate the try on requirements with the customer via messages. Eg. the item must be returned unworn either the same day it’s received or first thing the following day. It should be lodged over the counter and scanned with proof of lodgement provided.

Yes, you can. Once you’ve agreed on the extended hire period and price with the customer, update your 8-day listing to reflect the price for the full duration. Ask the customer to include their full hire dates in the Order Notes field at checkout and be sure to keep a record of the agreed dates on your end as well.