Contents

Terms & Conditions

Damage, Loss & Refund Policy

Garment Care & Wear

• Please Take Care

• Respect

• Garment Care

Postage & Returns

Booking Information

Refunds, Cancellations & Exchanges

• Fit & Sizing

• Early Delivery Exchange

• Courier Delays

• Order Cancellations

• Damaged Garments on Arrival

• Condition Concerns

Incorrect Size Selection

Garment Alterations

Fake Tan, Perfume & Smoke

Collection Policy

Liability

Payment Information

Governing Law & Jurisdiction

Terms & Conditions

By renting any garment from Rentals with Ella, you agree to these Terms & Conditions.

Rentals with Ella reserves the right to amend or update these Terms & Conditions at any time. It is the renter's responsibility to ensure they have read the current Terms & Conditions before making a booking. Prices, promotions, and offers are subject to change without notice.

All garments remain the legal property of Rentals with Ella at all times.

The rented garment may only be worn by the named renter unless prior written approval has been granted by Rentals with Ella.

Bookings are not confirmed until full payment has been received. Holds or unpaid reservations are not offered.

Rentals with Ella reserves the right to refuse service or decline a booking at its discretion.

By renting with Rentals with Ella, you agree that any photos or videos you publicly post while wearing the garment may be shared or reposted by Rentals with Ella for promotional purposes unless you request otherwise.

Please ensure you have read all sections relating to damage fees, postage, payment information, governing law and jurisdiction, refund policy, garment care, booking procedures, general wear and tear, and late fees. These sections form part of this agreement, and by accepting these Terms & Conditions, you acknowledge that you have read, understood, and agreed to them.

Damage, Loss & Refund Policy

If a garment is returned in a damaged condition, the renter is responsible for covering all associated dry cleaning, repair, or restoration costs. Damage includes, but is not limited to, stains, rips, tears, burn marks, missing embellishments, and discolouration.

If the damage requires repairs that impact future bookings of the garment, the renter may also be liable for any resulting loss of rental income.

If a garment is lost, stolen, or damaged beyond repair, the renter is responsible for paying the full recommended retail price (RRP) of the garment or a replacement fee determined by Rentals with Ella. The full RRP of each garment is listed within the product description.

Replacement fee payments must be made within 30 days of the rental date. If required, Rentals with Ella is happy to discuss reasonable payment arrangements.

Under no circumstances does payment of the replacement fee transfer ownership of the garment to the renter. All garments remain the property of Rentals with Ella unless otherwise agreed in writing.

If a garment is returned with stains or damage that cannot be repaired or restored, the renter agrees to pay the full replacement cost of the garment. Failure to do so may result in recovery proceedings, including referral to the appropriate small claims court or other legal action. Rentals with Ella will always endeavour to resolve matters fairly and amicably before pursuing legal action.

Refunds will only be issued if a garment arrives damaged in a way that was not disclosed in the product description. Photo evidence of the damage must be emailed to Rentals with Ella within 8 hours of receiving the garment via postage or within 8 hours of collection.

To be eligible for a refund, the garment must not be worn and must be returned or posted back on the next business day. Once the garment has been received and assessed, any approved refund will be processed back to the original payment method used for the booking.

Garment Care & Wear

Please Take Care

Please take extra care when wearing our garments. Jewellery, handbags, belts, and other accessories can easily cause pulls, snags, or damage to delicate fabrics. We also ask that you take care when consuming coloured food and drinks, particularly red wine and other dark beverages, as these may cause permanent staining.

By treating each garment with care, you help ensure it remains in excellent condition for future renters.

As our garments are rented regularly, some may show minor signs of normal wear. While we take great pride in maintaining every piece to a high standard, they may not always be in brand-new condition. If you have any questions or concerns about the condition of a particular garment before booking, please don't hesitate to contact Rentals with Ella, and we will happily provide additional information or photos.

Respect

All garments rented from Rentals with Ella are intended for use by the named renter only. Wearing a garment without payment or without agreeing to these Terms & Conditions is strictly prohibited.

If you would like someone else to wear the rented garment, please contact Rentals with Ella before your booking. Requests may be approved at our discretion, provided the rental has been paid in full and all Terms & Conditions continue to be met.

Garment Care

Please do not attempt to wash, spot clean, or dry clean any garment yourself unless instructed by Rentals with Ella.

If a garment becomes stained or marked during your rental period, please notify Rentals with Ella as soon as possible. In some circumstances, particularly for delicate fabrics or formal gowns, you may be asked to take the garment to a professional dry cleaner as directed. This helps ensure the garment receives the correct treatment and remains in the best possible condition.

Payment info and governing law and jurisdiction

Postage & Returns

Postage and courier costs are determined by our delivery providers and may vary depending on the size, weight, and packaging requirements of each garment. As these costs are outside the control of Rentals with Ella, postage prices are subject to change without notice.

To ensure your garment arrives in time for your booking, all posted rental orders for the upcoming weekend must be placed by Wednesday at 6:00 PM. Orders received after this cut-off may not arrive in time, and availability cannot be guaranteed.

Failure to Return a Garment

All garments must be returned by the agreed return date unless an extension has been approved by Rentals with Ella in writing before the due date.

If a garment is not returned and no approved extension has been granted, Rentals with Ella reserves the right to take appropriate action to recover its property. This may include charging the replacement cost of the garment, commencing debt recovery proceedings, and, where appropriate, reporting the matter to the relevant authorities as theft or unlawful retention of property.

The renter may also be held responsible for the full retail value of the garment, together with any reasonable costs incurred in recovering the garment or outstanding amounts, including legal or recovery fees where permitted by law.

Booking Information

• Bookings can be made up to 6 weeks in advance, subject to availability.

• Postal bookings must be placed by Wednesday at 1:00 PM prior to your rental weekend, unless otherwise advised (e.g. public holidays).

• Pickup bookings must be placed by Thursday at 11:00 PM prior to your rental weekend, unless otherwise advised (e.g. public holidays).

• Bookings placed after the applicable cut-off times may be cancelled if they cannot be fulfilled. In these cases, a store credit will be issued instead of a refund.

• Standard bookings are available for weekend rentals only. If you require a garment during the week, please contact Rentals with Ella before booking, and we will do our best to accommodate your request where possible.

Postage & Returns

Rental garments are dispatched 2–5 days before your event via overnight courier where possible. Once your parcel has been lodged with the courier, Rentals with Ella is not responsible for delays, loss, or damage caused by the courier service.

Additional charges apply for rural delivery. Please note that deliveries to rural addresses are at the renter's own risk, as delivery times are outside our control and typically take an additional 1–2 business days. Garments will not be dispatched earlier than our standard shipping schedule. If your event is time-sensitive, we strongly recommend using a non-rural delivery address, such as a trusted friend or family member's address.

If your garment does not arrive in time due to a courier delay, Rentals with Ella may offer store credit (excluding postage costs) or the option to transfer your booking to a future available date. To be eligible, the unworn garment must be returned within 2 business days of being received.

Store credit will not be provided for late bookings. A booking is considered late if it is placed with only one business day between the booking date and the event date, or after 9:00 PM on Tuesday for a weekend rental.

If you require your garment to arrive earlier than your event date (for example, if you are travelling before your event), you must notify Rentals with Ella before your booking. We will do our best to arrange a suitable delivery solution where possible.

If your rental arrives after you have left your nominated delivery address, and you did not advise us of your travel plans beforehand, no refund or store credit will be issued.

It is the renter's responsibility to provide the correct delivery address and select the appropriate shipping option at checkout. Refunds will not be provided for orders delayed, lost, or misdelivered due to incorrect information supplied by the renter. If a garment cannot be recovered because of incorrect shipping details, the renter will be liable for the full replacement cost (RRP) of the garment.

If the prepaid return satchel is lost or damaged, you must contact Rentals with Ella immediately. An alternative return method will be arranged. The garment must still be returned using an overnight courier service, and the tracking number must be provided. Any additional postage costs incurred will be the responsibility of the renter.

Returning Your Rental

All rentals must be lodged over the counter at a post office before 12:00 PM on the next business day following your event.

Please do not place the return parcel in a street posting box, as this may delay delivery and result in late fees.

Failure to return your rental by the required deadline will incur a late fee of $20 per garment, per day, unless an alternative arrangement has been agreed to in writing by Rentals with Ella before the return date. These late fees will continue to accrue until the garment has been returned.

Refunds, Cancellations & Exchanges

Please read the following policies carefully before placing your booking.

Fit & Sizing

Rentals with Ella does not offer refunds or store credit if a garment does not fit as expected. We strongly recommend reviewing the size guide, product measurements, try-on videos, and recommended sizing before booking. If you require additional sizing advice, please contact us via Instagram or email before placing your order.

Early Delivery Exchange (North Island Only)

If your garment arrives early (Tuesday or Wednesday) and does not fit, we may be able to offer an exchange for North Island customers only, subject to availability.

The value of your booking, excluding postage costs, will be issued as store credit so you can rebook another garment. Your replacement garment will be dispatched the same day where possible; however, you will be responsible for the postage costs of both the replacement garment and the return of the original garment, which must be sent back that same day.

Courier Delays

If your rental does not arrive in time due to courier delays, a refund will not be provided. Where eligible, store credit or a booking transfer may be offered in accordance with the Postage & Returns section of these Terms & Conditions.

Order Cancellations

If you cancel your booking within 6 hours of placing your order, and the garment has not been dispatched or prepared for collection, you are eligible for a refund. A $3 processing fee will be deducted from the refund amount.

If you cancel more than 6 hours after placing your booking, refunds are no longer available.

If you cancel your booking or your event is cancelled 3 or more days before your rental date, you will receive store credit instead of a refund, provided the garment has not already been posted or collected.

Once a garment has been dispatched or collected, no refunds or store credit will be issued for cancellations.

Damaged Garments on Arrival

A refund may be issued if your garment arrives with undisclosed damage that affects its wearability. Damage that has already been disclosed in the product description does not qualify for a refund.

To be eligible, you must:

• Contact Rentals with Ella within 8 hours of receiving the garment (or within 8 hours of collection).

• Email clear photo evidence of the damage.

• Ensure the garment remains unworn.

• Return or post the garment back on the next business day.

Approved refunds will be processed back to the original payment method. Postage costs are non-refundable.

Condition Concerns

If you have any concerns about the condition of your rental upon arrival or collection, please notify Rentals with Ella within 8 hours so the matter can be assessed.

Compensation, refunds, or store credit will not be provided if concerns are raised after the garment has been worn.

Incorrect Size Selection

Customers are responsible for selecting the correct size before placing a booking. Rentals with Ella is not responsible if a garment does not fit due to an incorrect size selection.

We strongly recommend reviewing the garment measurements, size guide, product description, and any try-on videos before booking. If you are unsure which size to choose, please contact Rentals with Ella before placing your order, and we will be happy to provide sizing advice. Any recommendations provided are based on the information supplied by the customer and do not guarantee a perfect fit.

Garment Alterations

Garments must not be altered in any way during the rental period. This includes, but is not limited to, pinning, hemming, sewing, cutting, gluing, using fabric adhesive or tape, removing tags, or making any permanent or temporary alterations that may damage or affect the garment.

Any unauthorised alterations resulting in damage will be treated as garment damage and may incur repair fees or the full replacement cost of the garment where necessary.

Fake Tan, Perfume & Smoke

Please take care when wearing our garments by avoiding excessive fake tan, body oils, perfumes, strong fragrances, hairspray, glitter, makeup transfer, smoke exposure, or any substances that may stain or damage the fabric.

If a garment requires additional cleaning, specialist treatment, repair, or cannot be restored due to these substances, the renter will be responsible for all associated cleaning, repair, or replacement costs.

Collection Policy

Collection times will be confirmed by Rentals with Ella prior to your booking.

If you are unable to collect your garment at the agreed time, please notify Rentals with Ella as soon as possible. While we will do our best to accommodate changes, alternative collection times cannot be guaranteed.

If another person is collecting the garment on your behalf, Rentals with Ella must be notified in advance. The nominated person may be required to provide identification upon collection.

Failure to collect your garment at the agreed time does not entitle the renter to a refund or store credit.

Liability

Rentals with Ella is not liable for any injury, allergic reaction, illness, accident, loss, damage, or consequential loss arising from the use, wear, transport, or handling of any rented garment or accessory.

The renter accepts full responsibility for the safe use and care of all rented items throughout the rental period.

Payment Information

Full payment is required at the time of booking to secure your rental. Bookings are not confirmed until payment has been received in full.

Rentals with Ella accepts the payment methods displayed at checkout. No garments will be dispatched or made available for collection until payment has been successfully processed.

Unpaid bookings will not be held or reserved. If payment is not received, Rentals with Ella reserves the right to release the booking and make the garment available for other customers.

If any payment is reversed, disputed, or charged back after the rental has taken place, Rentals with Ella reserves the right to recover any outstanding amounts, including reasonable debt recovery or legal costs where permitted by law.