Frequently Asked Questions

How long is the hire period?

Our standard hire period is 4 days. Your selected Hire Start Date and return date will be confirmed when booking.

When should I book my dress?

We recommend booking as early as possible, particularly during busy periods such as school formal season. Once a dress is booked for particular dates, it is unavailable for other customers to book for the overlapping hire period.

Can I try a dress on before booking?

Yes! Try-on appointments are available at our Tarragindi studio for $15.

Appointments are 30 minutes and the $15 fee is redeemable towards an eligible hire booked within 30 days of your appointment.

Try-ons are subject to availability and do not reserve a dress for your event date, so we recommend checking the dress's availability before booking your appointment.

Can I cancel my booking?

Yes, however hire fees are non-refundable for customer-initiated cancellations.

If you cancel at least 28 days before your hire start date, your hire fee can be issued as a store credit valid for 6 months.

Cancellations within 28 days of your Hire Start Date are not eligible for a refund or store credit. Once you book a dress, it is reserved for your dates and unavailable for other customers, meaning late cancellations provide limited opportunity for the dress to be rebooked.

Your refundable bond and any postage fee that has not yet been incurred will still be returned.

Please see Section 04 of our Terms & Conditions for our full cancellation policy.

Can I receive a cash refund instead of a store credit?

We do not provide cash refunds for customer-initiated cancellations or change of mind.

Our policies do not limit any rights you may have under Australian Consumer Law.

How long are store credits valid?

Store credits are valid for 6 months from the date they are issued.

A store credit generally covers the eligible hire fee only. When using your credit for a future booking, the applicable bond and postage fee will need to be paid separately.

What happens if Paloma has to cancel my booking?

Although uncommon, a dress may occasionally become unavailable due to damage, non-return or another issue arising from a previous hire.

If we are unable to fulfil your booking, we will contact you as soon as possible and discuss the available options, which may include swapping to another available dress or receiving a refund where applicable.

What happens if my dress doesn't fit?

For local pickup bookings, refunds and store credits are not available for sizing or fit. We offer try-on appointments so you have the opportunity to try the physical dress before hiring.

Where availability allows, we may be able to swap your booking to another dress, but swaps are not guaranteed.

For postal bookings, we understand you don't have the opportunity to try the physical garment beforehand. If your dress doesn't fit, contact us within 4 hours of Australia Post recording your parcel as delivered.

The dress must remain completely unworn and be returned to us for inspection. If it meets the requirements of our postal sizing policy, the hire fee can be issued as a 6-month store credit. Used postage fees cannot be credited.

Please see Section 11 of our Terms & Conditions for full details.

Do you offer Australia-wide postage?

Yes! We offer Express Post Australia-wide.

Delivery timeframes vary depending on your location and are estimates provided by Australia Post. We recommend allowing plenty of time when booking, particularly if you live outside a metropolitan area.

What happens if Australia Post is delayed?

We dispatch postal orders based on the estimated delivery timeframe available from Australia Post. However, postal estimates are not guaranteed delivery dates and unexpected carrier delays can occur.

If you're making a last-minute booking and we identify a risk that your dress may not arrive in time, we'll let you know before dispatch wherever possible.

If you choose to proceed after being informed of that risk, a refund or store credit will generally not be available solely because an unexpected Australia Post delay causes the dress to arrive after the estimated timeframe or your event date, subject to your rights under Australian Consumer Law.

Please see Sections 07 and 08 of our Terms & Conditions for full details.

Can I place a last-minute postal order?

Yes, where we believe there is sufficient time for delivery.

We'll check the current Australia Post estimate before dispatching. If your booking is particularly close to your event, we may contact you to explain the delivery risk and ask whether you would still like to proceed.

We may decline a postal booking where we reasonably believe there isn't enough time for the dress to arrive.

When can I collect my dress?

Local pickup is available from our Tarragindi studio. Collection instructions and available times will be provided before your hire.

Please do not arrive at the studio without arranging your collection time beforehand.

When do I need to return my dress?

For local hires, dresses must generally be returned by 6:00pm on the final day of your hire unless another time has been agreed with us.

Postal returns must generally be lodged over the counter at Australia Post by 3:00pm on the final day of your hire.

For postal returns, please make sure your parcel receives a lodgement scan and retain your lodgement receipt.

What happens if I return my dress late?

A late fee of $15 per calendar day may apply.

Late returns can significantly affect the next customer's booking, so please contact us as soon as possible if you believe you may have difficulty returning your dress on time.

Additional reasonable costs may apply where a late return directly affects another confirmed booking.

Is cleaning included?

Yes! Standard cleaning after normal wear is included in your hire fee.

We expect our dresses to be worn, so minor marks and reasonable soiling that can be removed through our usual cleaning process will not normally result in an additional charge.

Please do not wash, dry-clean, iron, steam or attempt to remove stains from your dress yourself.

Can my bond be retained for cleaning?

Standard cleaning is included and will not result in your bond being deducted.

However, some or all of your bond may be retained where a dress requires excessive cleaning or restoration beyond our standard cleaning process. This may include heavily stained hems, significant fake tan or makeup, gum, glue, oil-based stains or extensive staining requiring substantial additional treatment, materials, time or professional cleaning.

Any deduction will be assessed based on the condition of the garment and the reasonable work or costs required to restore it.

Please see Sections 13 and 15 of our Terms & Conditions for full details.

How much is the security bond?

Our standard refundable security bond is $50 unless otherwise specified.

Your bond is returned when your dress is returned on time and requires no more than standard cleaning, with no damage beyond reasonable wear and tear.

Will I automatically lose my whole bond if there's an issue?

No. We don't automatically retain the entire bond for every issue.

If an amount is required for excessive cleaning, repairs or another applicable charge and that amount is less than your bond, the remaining balance will be refunded.

If reasonable cleaning, repair or replacement costs exceed the bond, you may be responsible for the outstanding amount under our Terms & Conditions.

What happens if I accidentally damage the dress?

Please contact us as soon as possible and don't attempt to repair the dress yourself.

Reasonable wear and tear won't result in a damage charge. If the dress requires repair because of damage beyond reasonable wear and tear, you may be responsible for the reasonable repair cost.

What happens if a dress is lost or damaged beyond repair?

If a dress is lost, stolen, not returned or damaged beyond reasonable repair, you may be responsible for its reasonable Replacement Value.

Your security bond will be applied towards the amount payable. However, your original hire fee does not count towards the Replacement Value, as the hire fee was payment for the reservation and hire of the garment rather than its purchase.

Please see Section 14 of our Terms & Conditions for full details.

Can I steam, iron or wash my dress?

No. Please do not wash, dry-clean, steam or iron our garments yourself.

You also cannot sew, hem, pin, alter, use fashion tape or adhesives, or remove/modify any part of the garment without receiving permission from us first.

If you have an issue with your dress during your hire, please contact us and we'll advise you on what to do.

I noticed damage when I received my dress. What should I do?

Please contact us as soon as possible and preferably within 4 hours of collection or recorded postal delivery. Send us clear photos of the issue so we can assess it and determine the best solution.

Reporting existing damage promptly also protects you by allowing us to record that the issue was present when you received the garment.

Can I swap my dress?

Where availability and timing allow, we may be able to arrange a swap for local pickup bookings.

Swaps are not guaranteed and depend on the circumstances and availability of alternative garments.

Postal orders cannot generally be swapped once dispatched.

Do I get my bond and postage back if I cancel?

If you cancel before your order has been dispatched, your refundable bond and unused postage fee will be returned.

The treatment of your hire fee depends on when you cancel. Please refer to our cancellation policy above or Section 04 of our Terms & Conditions.

Where are you located?

Our studio is located in Tarragindi, Brisbane. Our full collection details are provided to customers as part of their booking or appointment arrangements.

Still have a question?

Please contact Paloma Dress Hire before booking if you're unsure about sizing, availability, postage or any of our policies. We're happy to clarify anything before your booking is placed.

Our full Terms & Conditions apply to all bookings and should be read before completing your order.