Refund policy

The Un(Worn) Laundry operates on a rental basis. All pieces are hired for a defined rotation period and must be returned in accordance with the terms outlined below.

By placing an order, you agree to the following conditions.

Change of Mind

Due to the nature of dress hire and reserved booking dates, we do not offer refunds for:

  • Change of mind

  • Incorrect sizing selection

  • Event cancellation

  • Personal preference

  • Failure to wear the garment

All bookings secure inventory for a specific date and are therefore final.

Cancellations

Cancellations made more than 7 days prior to the start date may be eligible for store credit at our discretion.

Cancellations made within 7 days of the start date are non-refundable and non-transferable.

Fit & Sizing

We provide detailed sizing guidance for each piece. It is the client’s responsibility to review product descriptions and fit notes prior to booking.

The Un(Worn) Laundry is not responsible for fit issues arising from incorrect size selection.

Condition on Arrival

All garments are professionally cleaned and quality-checked between rotations.

If your piece arrives significantly damaged or unwearable, you must notify us immediately (prior to wear) with clear photographic evidence.

If confirmed, we will offer:

  • A replacement (if available), or

  • Store credit, or

  • A refund where required under Australian Consumer Law.

Claims made after wear or after the rotation period has commenced may not be accepted.

Late Returns

All pieces must be returned on or before the final day of your four-day rotation using the prepaid return label provided.

Late returns impact subsequent bookings. Additional charges may apply for each day the item is not returned.

Damage & Loss

Normal wear is expected.

However, clients are responsible for damage resulting from:

  • Staining

  • Tearing

  • Burns

  • Alterations

  • Rough surface contact

  • Loss or theft

Repair or replacement costs may be charged up to the garment’s restoration value.

Everything worth knowing before you wear.

Rare pieces. Limited access. Worn with intention.

  1. Select your piece

  2. Choose your dates

  3. Delivered to you

  4. Wear, return, repeat

Fit & Feel

If you’re looking for the obvious, you won’t find it here.

Each piece within the wardrobe is selected for cut, proportion, and presence. Detailed fit notes are provided on every product page and the can also be found on the original brand's product page alongside more imagery, we recommend reviewing these carefully prior to booking. Some silhouettes are structured, others fluid or intentionally oversized. Where guidance is given, it reflects how the garment is designed to be worn. This is considered dressing, not one-size-fits-all styling.

Delivery & Timing

Orders placed at least two business days prior to your selected start date are guaranteed to arrive on or before that date within Australia. If you are in not in a remote area, or located in WA, we recommend ordering 3 days before start date. Each hire operates on a four-day rotation, beginning on your nominated start date. For urgent bookings, in-studio collection may be available where specified from Burleigh Waters. All deliveries are sent via tracked service, and a prepaid return label is included.

Care & Wear

Cleaning is included. Care is expected.

Please return pieces unwashed. Some designs require heightened awareness - length, fabric, or structure may call for deliberate movement and consideration of surfaces. Pieces are curated in limited numbers and treated accordingly. We offer exceptionally delicate pieces not commonly available through traditional rental platforms for this reason. By choosing to hire these garments, you acknowledge their fragility and agree to return them in the condition received. This includes lifting longer hemlines to avoid dragging and being mindful of surfaces that may compromise the integrity of the fabric. Forcing a garment onto the body may result in damage. Please ensure the piece fits as intended before wear.

Returns & Consideration

Garments must be lodged for return at an Australia Post office (not a street post box) on or before the final day of your rotation before 12PM. If your final day falls on a weekend, please return prior to 10AM the following business day. Late returns impact subsequent bookings and may incur additional charges. Extensions are not guaranteed. We operate on mutual respect your timing ensures the next client receives their piece as intended. 

Damage & Responsibility

Normal wear is expected. However, clients are responsible for significant damage, staining, tearing, alteration, loss, or theft while a garment is in their possession. Repair or replacement costs may apply up to the piece’s restoration value. This is not fast fashion pieces are introduced in limited numbers and rotated with care. An admin fee will apply if the item needs to be repaired. 

Where a garment sustains minor damage but remains wearable, we may, at our discretion, offer a reduced restoration charge reflective of its continued rental value.

For select high-value pieces, we require valid government-issued identification matching the name and payment details provided at checkout. By proceeding with your booking, you consent to identity verification where requested. Failure to provide accurate identification may result in cancellation of the order.

In circumstances where a garment is not returned by the agreed end of the rental period, and reasonable attempts to recover the item have been unsuccessful, The Un(Worn) Laundry reserves the right to pursue recovery of the garment and/or associated costs through lawful means. This may include engagement of debt recovery services or legal proceedings in accordance with applicable Australian law.

By placing an order, you authorise The Un(Worn) Laundry to recover reasonable costs associated with late returns, significant damage, loss, theft, non-return, or chargebacks made in bad faith, in accordance with these Terms & Conditions and applicable Australian law. 

Fraud

Any failure to return a garment within the agreed rental period without communication may be treated as unauthorised retention of property.

Where a garment is deemed lost, stolen, or unlawfully retained, The Un(Worn) Laundry reserves the right to:

  • Charge the full restoration or replacement value of the garment

  • Recover any associated losses, including late fees and recovery costs

  • Engage debt recovery services

  • Report suspected theft or fraudulent activity to the relevant authorities

Providing false identification, disputed payments made in bad faith, or intentionally retaining a garment beyond the agreed rental period may constitute fraud and will be addressed accordingly.

All pieces are branded. If an item is replaced with a dupe upon return and this branding is missing, you will be liable for a full replacement cost, cover of the return satchel and admin fees. 

The Un(Worn) Laundry reserves all rights available under Australian law to protect its property and recover losses.

Tracked Delivery & Missing Parcels

If your tracking shows your parcel as delivered but you have not received it, please contact The Un(Worn) Laundry as soon as possible. Please also check any safe delivery locations and with other members of your household or building reception.

We will lodge an investigation with Australia Post and review the available delivery evidence. A tracking status of “delivered” will not, on its own, determine the outcome. No final decision about responsibility, refunds or hire charges will be made until we have reviewed the investigation findings and any information you provide.

If Australia Post confirms that the parcel was correctly delivered to your nominated address in accordance with the agreed delivery instructions, The Un(Worn) Laundry will generally not accept responsibility for subsequent loss or theft. You may remain liable for the full hire fee, even if you did not personally collect or receive the parcel, subject to the circumstances and your rights under Australian Consumer Law. You may be liable for the full garment cost. 

Delivery Security

You are responsible for providing a suitable delivery address. If your premises are not secure, or you have concerns about parcels going missing, please contact us before dispatch to arrange signature on delivery or discuss an alternative delivery option. You can also change the parcel to signature upon delivery, in the Australia Post app or via their website using the tracking number provided. 

Returns Lost in Transit

Please retain your Australia Post lodgement receipt until we confirm your return has arrived. Returns must be lodged over the counter at an Australia Post outlet in accordance with our return instructions.

If a correctly addressed return parcel is lost in transit after being accepted by Australia Post, The Un(worn) Laundry will cover the loss, and you will not be charged for the missing item, provided you supply proof of lodgement. A prepaid label or tracking number alone does not establish that the parcel was lodged.

Parcels Awaiting Collection

If Australia Post makes your parcel available for collection on or before your hire start date, we do not offer refunds solely because your schedule prevents you from collecting it. Please monitor your tracking and collection notifications.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Cancellation Policy

Our wardrobe operates in limited quantities, with each piece reserved exclusively for the dates selected at the time of booking.

Bookings cancelled within 48 hours from purchase are eligible for a full refund, excluding any non-refundable payment processing fees where applicable.

Bookings cancelled after 48 days of the rental booking are non-refundable. At our discretion, we may offer a complimentary transfer of the booking to an alternative date within six months of the original rental period, subject to availability.

After this window, cancellations and refunds are not available for a change of mind or personal circumstances, including illness, flight cancellations, changes to travel plans, or an event being cancelled or postponed.

Should you wish to amend your rental dates, please contact us as soon as possible. While we will always endeavour to accommodate date changes, availability cannot be guaranteed.

In the unlikely event that The Un(Worn) Laundry is unable to fulfil the booking, a full refund will be provided.

By placing an order, you acknowledge that garments are reserved exclusively for your selected dates and that late cancellations may prevent the piece from being made available to another client.

Please check sizing and product details carefully before booking. We do not accept cancellations or offer refunds if a piece does not fit, does not suit you, or you choose not to wear it, even if it is returned early or unworn. 

Our wardrobe operates in limited quantities, with each piece reserved exclusively for the dates selected at the time of booking.

Try-On Appointments

The Un(Worn) Laundry offers complimentary try-on appointments so you can find your fit before booking.

Bookings & location
Try-ons are by appointment only and take place at a private home on the Gold Coast. The address will be shared once your appointment is confirmed. Please respect our privacy by keeping the address confidential and only attending at your agreed time.

Choosing your pieces & availability
Please let us know which pieces, sizes and hire dates you’re interested in before your appointment.

Pieces are not placed on hold for try-on appointments and remain available for others to book. We may need to let you know shortly before your appointment if a piece has been hired out or is no longer available to try on. 

Arriving on time
Please arrive on time, as late arrivals may shorten your appointment or require rescheduling.

Cancellations & no-shows
If you can no longer attend, please give us as much notice as possible so we can offer the time to someone else. Repeated no-shows or last-minute cancellations may mean we’re unable to accommodate future try-on requests.

Caring for the garments
Please arrive freshly showered, with clean, dry skin and underwear. Avoid freshly applied fake tan, body oils and heavy makeup that may transfer onto the garments. Treat each piece with care and ask for assistance with delicate fabrics, zips or fastenings.

Securing your hire
There is no charge for your appointment and no obligation to hire. However, we recommend completing your hire booking immediately after your appointment if you’ve found your piece, as we do not hold garments.

We have previously had pieces booked by another customer for the same hire dates within minutes of a try-on appointment ending. In this situation, the piece is allocated to the customer who completes their booking and payment first.

Your hire is only secured once your booking and payment are completed. All bookings are subject to our hire terms and conditions.

Sets

Pieces listed as a set must be hired together. We cannot split sets or offer a reduced price if you only wish to hire or wear one piece.

Please check the product description carefully before booking, as some sets include pieces in different sizes. Mixed sizing will be clearly noted, and refunds will not be offered if this information is overlooked.

Additional Fees & Restoration Charges

While normal wear is expected, certain circumstances may require additional charges to restore, repair, or recover a garment and any associated business losses.

Please note that all items are photographed before dispatch to ensure we pick up on any wear. We recommend you do the same if you notice any damage. Time stamps must match delivery time.

The following fees may apply where relevant:

Additional Cleaning
Where a garment is returned with staining, excessive soiling, odours, makeup transfer, fake tan transfer, or other marks beyond what is considered normal wear, additional specialist cleaning fees may apply. Most minor cleaning charges range between $25 and $150, depending on the treatment required.

Repairs
Where a garment requires repair due to damage incurred during the rental period, the cost of repair will be charged at the amount invoiced by our alterations or restoration specialist. This may include, but is not limited to, torn seams, broken fastenings, pulled fabric, damaged embellishments, stretched garments, or damaged straps. Borrower may be liable for cancellations of future bookings while the item is in repair. 

Late Returns
Garments not lodged for return within the required timeframe may incur a late fee of $40 per day until the garment is returned. Additional charges may apply where a late return impacts a subsequent booking. Returns must be taken to an Australia Post office (not box) before 10AM. 

These charges also apply if you have taken the garment overseas or experience travel disruptions, including cancelled or delayed flights. 

If you’re travelling with your hire piece, please allow extra time for unexpected disruptions and consider booking an 8 or 30-day hire. Delayed or missing luggage and cancelled or delayed flights do not waive late fees. If your late return affects another booking, you may also be liable for the piece’s full four-day hire rate.

Non-Return
Where a garment has not been returned within 14 days of the agreed return date and reasonable attempts to contact the client have been unsuccessful, the garment may be deemed non-returned. In these circumstances, The Un(Worn) Laundry reserves the right to charge up to the full replacement value (RRP) of the garment, together with any associated recovery costs.

Damage Beyond Repair
Where a garment is deemed by The Un(Worn) Laundry or an independent garment restoration specialist to be damaged beyond reasonable repair, the client may be liable for the full replacement value (RRP) of the garment.

Where the damaged garment was scheduled for future bookings, The Un(Worn) Laundry also reserves the right to recover reasonable losses directly arising from the inability to fulfil those bookings until a replacement garment can be sourced.

Loss or Theft
Clients remain responsible for garments from the time of delivery or collection until the garment is successfully returned. Lost or stolen garments may incur charges up to the full replacement value (RRP) of the item.

By placing a booking, you authorise The Un(Worn) Laundry to charge your nominated card for applicable late fees and additional charges outlined in this policy. Unpaid amounts may be pursued through a debt recovery service.

Any fees charged will be proportionate to the costs incurred and supported by reasonable evidence where requested.

In very rare circumstances, we may offer a payment plan to recover loss in instalments.