FAQ.

Try Ons
Do you offer try-ons?

Absolutely! We offer a try-on service from our studio location in Donvale, 3111.

How do I book a try on?

Try-ons are available by appointment only. These can be arranged via Instagram DM @tianasdrobe

To secure your appointment, we charge a non-refundable $10 try on fee.

If you decide to hire a garment on the same day as your appointment, the $10 fee can be used as credit for your hire. If however, you decide not to hire on the same day as your appointment - the try on fee will be lost.

Do you offer postal try-ons?

We do not currently offer a postal try-on service, however we are more than happy to assist with any sizing queries you may have via Instagram DM!
Can you hold an item for my try-on appointment?

When booking a try-on appointment with us, you are booking to try on our collection - not a specific item. Garments can sometimes be booked extremely last minute, for this reason we can never guarantee that a specific garment will be in studio for your appointment.

Cleaning & Damages
Should I clean the garment before I return it?

No, please do not attempt to clean any garment yourself! We handle all of the cleaning as part of the hire cost. Simply wear and return.

What happens if I receive a damaged item?

We recommend that you inspect your hire as soon as possible upon receipt. If you believe an item has any significant imperfection, you must notify us within 4 hours of receipt (pickup or delivery) and provide photo/video evidence for assessment.

For more information regarding this circumstance, please see our full Terms and Conditions.

What should I do if I damage an item?

As per T&C's, ANY damages must be covered by the hirer.

If any damages to an item occur during the hire period, please notify us immediately. This allows us to promptly coordinate any repairs and notify any future hires that may be interrupted.

What if the garment has wear and tear?

Customers acknowledge that garments for hire are second-hand rental items that may show minor signs of wear consistent with normal use.

Minor imperfections may include but are not limited to small marks, faint stains, loose threads or minor fabric wear. These do not affect the overall wearability of the garment and do not constitute grounds for refunds, credits, or compensation.

Bookings & Cancellations
Do you offer refunds?

No, we do not offer any refunds for change of mind, sizing issues, event cancellations or shipment delays.

What happens if I've booked a dress but no longer need it?

If your event has been cancelled or rescheduled, a store credit (excluding any shipment costs) may be held, provided atleast 7 days notice is given.

Do I have to provide my ID?

Yes, a screenshot or photo of your ID is required to confirm any booking with TianasDrobe.

Pickups & Delivery
Can I pickup/dropoff my hire?

Absolutely! Local pickup and dropoff are available from our Donvale studio.

When confirming your booking, please select Delivery Method as 'Customer Pickup and Dropoff". Pickup details will be communicated to you via Instagram DM following booking confirmation.

When should I dropoff my item?

Local pickup hires must be returned to the same pickup location by 9pm on the day following your event!

For example: If your event date is Saturday, drop-off must be before 9pm on Sunday. 
I'm not local, do you offer delivery?

Express postage is available Australia-wide for an additional $30 fee, which includes pre-paid return.

Pricing may vary for larger items.
What about postal returns?

All shipped items must be posted back to us using the prepaid return parcel/label provided no later than 4pm on the first business day following your event.

Returns must be lodged over an Auspost counter, never through a drop box.

A photo of the return tracking receipt must be provided once lodged. 
Do you offer same-day delivery?

UBER Package same-day Melbourne Metro delivery can also be arranged for an additional fee, subject to availability.

Please contact us via DM for any same day delivery enquiries prior to confirming your booking.

Returns
What if I can't return my hire on time?

Any late returns must be pre-arranged and agreed to in writing prior to the commencement of the hire period.

Late returns will incur a $20 per day fee.

e.g. 3 days late = $60 late fee. 

If a late return impacts another booking, the customer may be liable for an additional full rental value.
Can I use my own shipping method for postal returns?

No, all shipped items must be returned using the provided Auspost Express return parcel/label.

Any delays caused by incorrect shipment will result in additional late fees.

Can I change return method after booking?

Changes to the return method (e.g., drop-off to shipping) may incur late fees if not communicated during the initial booking.