TERMS & CONDITIONS

By placing an order, booking a try-on, purchasing an item, or using any Thread Rentals service, you agree to these Terms & Conditions.

Customers are required to accept our Terms & Conditions before completing a rental order through our website. An order cannot be processed or completed without this acceptance.

We encourage you to read these terms carefully before placing an order, as they outline important information regarding bookings, cancellations, returns, late fees, garment care and your responsibilities while a garment is in your possession.

Thread Rentals reserves the right to update these Terms & Conditions when required. Any changes will be published on our website and will take effect from the date of publication. Where significant changes are made, we may also notify customers by email.

Nothing within these Terms & Conditions is intended to exclude or limit any rights available to you under applicable New Zealand consumer law.

Studio Pick-up:

Once you have received notification that your rental is ready for collection, you are welcome to collect your order at any time during our designated pick-up hours.

Pick-up hours:

• Monday–Wednesday: 9:00 AM–6:00 PM
• Thursday–Friday: 9:00 AM–3:00 PM
• Saturday & Sunday: No pick-ups

Please wait until you have received confirmation that your order is ready before coming to collect it.

Saturday appointments: Our studio is open on Saturdays from 10:00 AM–1:00 PM by appointment only for pre-booked in-store try-ons. Saturday appointments do not include rental pick-ups, drop-ins or general studio access.

It is the hirer's responsibility to collect their rental during the available pick-up hours. Failure to collect your rental does not automatically entitle you to a refund or store credit, subject to any rights you may have under applicable New Zealand consumer law.

Courier Delivery:

If you are unable to collect your rental from our studio, we offer courier delivery throughout New Zealand. Please ensure you select the correct shipping method for your delivery address when placing your booking.

Our courier options are:

• Overnight suburban courier — $11.00
  Your rental will be sent via overnight courier to a suburban address and will include a prepaid return courier bag.
• Rural courier — $18.00
  Rural deliveries require additional transit time. Your rental will include a prepaid return courier bag.
• Saturday delivery — $22.00
  Where available, Saturday delivery may be required for orders placed later in the week for an event taking place that weekend.

If an incorrect shipping method is selected, we may need to contact you for payment of the applicable shipping difference before your order can be dispatched. This may delay the dispatch of your rental.

Please ensure the delivery address provided at checkout is complete and correct. Thread Rentals is not responsible for delays resulting from incorrect or incomplete delivery information supplied by the customer.

Courier delivery timeframes are estimates and may occasionally be affected by circumstances outside our control. If you become aware of a delay, please contact us as soon as possible so we can assist.

 

In-Store and Postal Try-Ons:

In-Store Try-Ons:

In-store try-ons are available by appointment only. We do not accept walk-ins.

Appointments are 30 minutes long, and you are welcome to try on as many available garments as time allows.

Each appointment is limited to a maximum of three people. If your group includes more than three people, we recommend booking consecutive appointments to ensure everyone has enough time to try on their preferred garments.

Appointment fee: $10.00

Your appointment is confirmed once the $10.00 fee has been paid. If you proceed with a rental booking, your $10.00 try-on fee will be credited towards your rental.

Try-on appointment hours:

• Monday–Wednesday: 9:00 AM–6:00 PM
• Thursday–Friday: 9:00 AM–3:00 PM
• Saturday: 10:00 AM–1:00 PM — appointment only
• Sunday: Closed

Please note that our Saturday opening is exclusively for customers with pre-booked try-on appointments. We do not offer rental pick-ups, walk-ins or general studio access on Saturdays.

Cancellations: We require a minimum of 48 hours' notice to cancel or reschedule an appointment. Cancellations made with less than 48 hours' notice are not eligible for a refund of the appointment fee.

No-shows: If you do not attend your scheduled appointment, your appointment fee will be forfeited.

Postal Try-Ons:

Our postal try-on service allows you to try garments at home before committing to a rental.

Postal try-on garments are provided for fitting purposes only and must not be worn to an event or otherwise used as a rental. If a garment is worn while booked as a postal try-on, you may be charged the full rental price and Thread Rentals reserves the right to decline future postal try-on requests.

Cost

Postal try-ons cost $30.00 per garment, plus shipping, with a maximum of two garments per postal try-on order.

Once your garment(s) have been returned to Thread Rentals, you will receive a $30.00 credit for each full-priced postal try-on garment. This credit can be applied towards a future rental booking.

Shipping costs are not credited.

Credits will only be issued once the postal try-on garment has been returned to us.

Service Availability

Our postal try-on service opens every Wednesday at 6:00 PM and closes Friday at 1:00 PM.

Availability is dependent on our rental bookings for that week. Garments already booked or required for a current rental will not be made available for postal try-on.

Postal try-ons can be booked through the “Try On” option located on eligible product pages during the available booking window.

Dispatch & Return

All postal try-on orders are dispatched on Friday and are generally expected to arrive the following Monday.

Garments must be returned on the next business day following delivery, generally Tuesday.

A return card confirming your expected return date will be included with your order.

Please return your garment using the prepaid return courier bag supplied and follow the return instructions included with your parcel.

Courier Delays

If your postal try-on is affected by a courier delay, please contact us as soon as you become aware of the delay.

Confirmed courier delays will be taken into consideration when determining your required return date. Where appropriate, Thread Rentals will provide you with an updated return date.

Late Returns

Postal try-on garments must be returned by the date provided with your order.

Late returns incur a fee of $20.00 per day, per garment.

Any outstanding late fees must be paid within 10 days of being invoiced. Unpaid amounts may be referred to a debt recovery service where appropriate.

 

Cancellations:

Our cancellation period is 24 hours from the time your rental booking is placed.

If you contact us to cancel your booking within 24 hours, and your garment has not already been dispatched or collected, you may request a refund to your original payment method.

Once 24 hours have passed, we do not provide refunds for change of mind. Where your garment has not yet been dispatched or collected, we can instead issue a store credit for the eligible amount paid.

Once a rental garment has been dispatched by courier or collected in person, the booking can no longer be cancelled for a refund or store credit due to change of mind, a cancelled event, incorrect sizing or a change in personal circumstances.

Nothing within this cancellation policy is intended to exclude or limit any rights you may have under applicable New Zealand consumer law.

Refunds:

Please carefully check your garment, size, rental date, delivery address and shipping method before completing your booking.

Refunds are not ordinarily provided for change of mind where:

• More than 24 hours have passed since your booking was placed;
• Your rental has already been collected from our studio;
• Your rental has already been dispatched by courier;
• An incorrect size has been selected;
• The garment does not fit or feel as expected; or
• Your event or personal plans have changed.

If you are unsure about the fit or sizing of a garment, we strongly recommend using our in-store or postal try-on services before placing your rental booking.

Where an issue with a garment or service may give rise to rights under applicable New Zealand consumer law, please contact us as soon as possible so we can assess the circumstances and work with you on an appropriate resolution.

Nothing within this refund policy is intended to exclude or limit any rights available to you under applicable New Zealand consumer law.

Store Credits:

• Credits expire after 12 months.
• When issued, credits are emailed to you (please check your junk/spam folder).
• Credits cannot be used for late or damage fees; they are only applicable for dress hires or purchases.

Returns & Late Fees:

Rental garments must be returned on the next working day following your rental date, unless an alternative return date has been agreed with Thread Rentals.

Postal returns must be placed in the prepaid return courier bag provided and handed directly to a New Zealand Post staff member by the required return date to be scanned into the courier network. Please do not place returns in a post box, parcel drop box, or other unstaffed collection point. The initial NZ Post acceptance scan will be used as confirmation of your return date.

Late returns incur a fee of $20.00 per day, per item. If you are unable to return your garment on time, please contact us as soon as possible.

If a garment is not returned, is considered lost, or cannot reasonably be recovered, you may be charged up to the full replacement value of the item.

Late fees and other outstanding charges must be paid within 10 days of being invoiced. Unpaid amounts may be referred to a debt recovery service where appropriate.

Swapping Items:

We are happy to accommodate outfit or rental date changes, subject to availability.

Changing your outfit: If your new outfit is more expensive, we will send you an invoice for the difference and place the garment on hold for 24 hours. Your original booking will remain confirmed until payment is received. If payment is not made within 24 hours, the hold will be removed and the garment will become available to other customers.

If your new outfit is cheaper, the remaining balance from your original booking will be issued as a store credit.

Changing your rental date: If your event date changes, please contact us as soon as possible. Date changes are subject to the garment being available for your new date.

If your requested outfit or date is unavailable, we can help you select another available garment or issue a store credit for the eligible amount paid.

Damage & Replacement:

All garments are inspected upon return. You are responsible for any damage that occurs while the garment is in your possession, beyond reasonable wear associated with normal use.

Damage may include excessive or permanent staining, rips, tears, holes, fabric damage, broken components, or damage caused by alterations or attachments.

Where professional repair is possible, you may be charged the reasonable cost of repairing the garment. Where a garment is lost, stolen, destroyed or damaged beyond reasonable repair, you may be charged up to the full replacement value of the item.

Where the full replacement value of a damaged garment has been paid, the damaged garment can be returned to you where practicable.

Any damage or replacement charges must be paid within 10 days of being invoiced. Unpaid amounts may be referred to a debt recovery service where appropriate.

Extended Rentals:

Extended rentals are available by prior arrangement and must be organised with Thread Rentals before your rental begins. Extensions are subject to garment availability and will have an agreed return date.

Your garment must be returned by the agreed return date. Our standard late fees will apply to garments returned after this date.

You remain responsible for the garment throughout the extended rental period. If your garment is lost, stolen or damaged beyond reasonable repair while in your possession, replacement charges may apply.

Further information is available on our Extended Rentals page.

Ex Rental Purchases:

All ex-rental purchases incur a $5.50 shipping fee within New Zealand.

Ex-rental and sale items are final sale and are not eligible for change-of-mind returns or refunds. 

Christmas & New Year's Rentals:

Each year, Thread Rentals will announce our Christmas and New Year studio closure dates, courier cut-offs, collection dates and required rental return dates.

During our summer closure, studio pick-ups and in-store try-ons will be unavailable. Online courier rental orders may continue to be available depending on garment availability and courier services.

Rentals covering our closure period may receive an extended return period at no additional charge. Your required return date will be communicated with your order and must be followed.

Our standard Terms & Conditions continue to apply throughout the holiday period, including our policies regarding late returns, garment care, loss, theft and damage.

Please check back from 1 October 2026 for full Christmas & New Year rental information.

Garment Care:

Please treat your rental garment with care while it is in your possession.

Garments must not be altered, modified, cut, sewn, washed, dry-cleaned or have anything permanently attached to them.

Please do not attempt to clean marks or stains yourself, as doing so may cause further damage. If your garment becomes marked or damaged, please contact Thread Rentals and leave the cleaning to us.

You are responsible for the garment while it is in your possession, including loss, theft or damage, subject to these Terms & Conditions.

Contact us:

If you have any questions about our Terms & Conditions or would like clarification before placing a booking, please don't hesitate to get in touch.

You can contact us through our Contact Us page and we'll be happy to help.