Frequently Asked Questions
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What is Girl Meets Dress?
Girl Meets Dress is the leading luxury rental destination, for all of life's special occasions. We allow you to hire designer dresses at a fraction of their original retail price.
How do I rent a dress from Girl Meets Dress?
Shopping at GMD is easy: You can shop by product category such as Long dresses, Dresses to wear to the Races, Wedding Guest etc (using navigation in the drop down menus) or you can browse directly by designer using the Designer A-Z.
ORDERING & TRYING ON THE DRESSES
Does GMD have a physical shop?
No, we are purely an online rental boutique and we don't have a physical location where you can come and try on dresses. All products are delivered to you.
How will I know if you have received my order?
After you place your order, you will receive an initial automatic email from us acknowledging that your order has been received. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. You will then receive a 2nd email from us. Only after the item(s) are located, your credit card details have been approved, and the delivery address has been verified, will your order be accepted and the item(s) shipped. Should any of the item(s) you have ordered be unavailable we will contact you by email and will only charge your credit card for the value of the items in stock. You will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.
Can I order and try on more than one item?
Yes, you can borrow a maximum of 3 short dresses or 2 full length gowns at one time. Should you order and try on multiple dresses, we will refund you for some or all of them should they be unsuitable, minus delivery charges. The initial postage you pay when ordering is for the first delivery and return of goods. Subsequent try ons, style or size changes will be charged and invoiced at extra postal rates.
Can I Try on a dress before my event date?
YES, there are 2 options, depending on how soon your event is:
How much does it cost to try the dresses on?
You will order the dresses normally and pay the stated rental fees for each dress ordered. A refund will then occur, minus delivery, for the dresses which are not suitable once you have tried them on and returned them to us.
I only want 1 dress for my event, can I order 3, choose 1 and return the others for a refund?
Yes this is exactly how it works. In each transaction, you are allowed to order up to 2 long gowns OR 3 shorter dresses. We will deliver them to you and after you try them on you will tell us which one you have decided to wear for your event. You will then keep all of the dresses until after the event and return them in the same box. Once we receive them back we will refund you for the dresses which you did not wear.
How do I ensure that I find a dress that fits?
Our GMD stylists have tried every dress on the website using different body shapes. Call, email or live chat with a stylist if you need advice or have a concern.
Can I receive a refund if the dress I order doesn't fit?
We want you to be completely happy with your dress. If you are not, we will exchange it or give you a refund, minus delivery, provided that it is returned to us in its original condition, unworn, unwashed, and (if included) with all labels/security tags intact. We may refuse refunds where it is apparent that one of those things has not been done.
Can I ask for style advice or ask questions about specific dresses before I order?
Yes, you can contact our style advisors any time if you have any questions about sizing / trends / colours etc!
Can I get insurance on my dress?
Yes, we have an optional insurance option.
What payment methods does Girl Meets Dress accept?
We accept Visa, Master Card, Delta, Diners and Switch credit/debit cards.
How do I cancel my order?
If you wish to cancel your order please let us know as soon as you can by contacting customer service on email@example.com and we will be happy to take care of it for you.
How do I change currency on the website?
We are based in the United Kingdom and all products featured are shown in the currency GBP You will always be charged in UK Pounds Sterling.
What if an item is out of stock?
All items are subject to availability. If items that you order are out of stock or subject to a delay we will try to contact you at the email address you provided when placing your order. You then may select replacement dresses to simply swap, you won't need to place another order. Once an item is sold out it will be taken off the website at the earliest opportunity.
How long can I borrow a dress for?
On the website you select the option to borrow each dress for either 2 nights or 7 nights. But if you want to hang onto it for longer because you need time to accessorize, or perhaps you are going on holiday, that is no problem! Just email us at firstname.lastname@example.org and we can either renew it for you, or give you a quote for a longer rental period.
When should place my order?
You can place your order and reserve your dresses as soon as you know which styles you love! Ideally, you should make your reservation at least three weeks in advance of your event to help guarantee you get your first choice - but this is not essential. Of course you could be totally lucky and place the order the day before your event and the dress can be available! So don't worry, simply order asap before your event date. We don't take any payment from your account until we deliver to you.
Can I order by telephone or fax?
Due to security reasons, Girl Meets Dress does not offer a telephone/fax ordering system.
When does my rental period begin and end?
Your rental period starts on the day your order is delivered, for example, if your dress is delivered on a Tuesday for a 2 night rental, that is your start date and you would need to drop your box into your local Post Office on Thursday before 5pm (2 nights later).
My rental period ends on a Sunday or Bank Holiday. What should I do?
We ignore Sundays or holidays when the Post Office is closed - so don't worry, just drop your box into your local Post Office the next working day. Your package will be delivered to us the following business day and we will confirm everything by email.
What happens if I notice my personal details are incorrect after completing the ordering process?
After receiving the confirmation order from us, If you realise your personal details are incorrect please email us at email@example.com, ensuring you include your order number.
Do you offer gift vouchers?
Yes, if you are interested in purchasing gift vouchers for someone as a present, please see the Gift Vouchers page
JOINING THE CLUB
What is The Club?
Joining Girl Meets Dress The Club is optional, and you do not need to sign up in order to rent dresses from Girl Meets Dress... but it is the perfect solution if you have a busy season / year of events coming up!
Is there a minimum period of membership?
There is a 3 month minimum policy when you sign up to the membership. After this 3 month period, your membership will continue to run and your card will be charged £39.00 every 30 days from the date you first register. To cancel your membership after the 3rd month you must notify us by email prior to 14 days before the 4th month payment is due to be deducted.
What happens if I don't need a dress every month?
We all know that some months are busier than others, and if you don't need a dress every month simply skip it and carry the dress credit forward to a future month. All GMD dress credits can be redeemed within 12 months of receiving the credit.
How long can I keep each dress for?
The standard rental period is 2 nights. If you want to keep them for 7 nights, this will be £10.00 extra. If you need the dress for longer than 7 nights, please get in touch and we can arrange this for you.
Can I try on more than 1 dress at a time?
Yes, each time you order you can choose up to 2 long or 3 short dresses.
DELIVERY & SHIPPING
What are my delivery options?
Based on the event date you select and dress availability, we will arrange the best delivery option for you.
How soon will I receive my order?
For a 2 night rental, your products will be delivered the day before your event. For a 7 night rental, we aim to deliver 5 days before your event date. We always send an email the day before delivery so you know that your dress is on its way. Your dress will never just turn up un-announced!
How much does delivery cost?
Standard UK shipping costs £9.95 This is for both ways all included so it is the only delivery cost you will pay.
We use always use a next day service (starting from when the package is dispatched). In London (zones 1-2 we offer a Same Day service which is £20.00
What are the delivery times?
UK Next Day delivery from the day of being shipped. Delivery is Mon-Fri BEFORE 1PM
Do you deliver on Saturdays?
Our standard delivery is Mon-Fri but yes if the delivery is urgent then we can deliver to you on Saturday. There is a £5.00 extra charge for this service. Please contact us if you wish to request this on firstname.lastname@example.org
Do you offer same day delivery in London?
Yes, we offer same day delivery in London within zones 1 + 2 if the requested dresses are in stock and available. The extra courier charge for this is £20.00. Email email@example.com request a same day delivery.
Do you offer next day delivery within the UK?
We offer all UK customers the super-special privilege of renting from Girl Meets Dress on a NEXT DAY delivery option if you have a last-minute event! Order your dress/dresses anytime before 2pm GMT and we will get it to you the Next Day before 1pm. Yes, we offer Next day delivery to all UK addresses if the requested dresses are in stock and available. If you require urgent next Day delivery please place the order and select the date on the checkout page PLUS send us an email on firstname.lastname@example.org to confirm that you indeed require this service. Please note that to receive your dress before 1pm, you have to place the order before 2pm the day before.
How will my order be delivered?
All our dresses are sent via Special Next Day Delivery. Once you have placed your order, we will be in touch to confirm the delivery date. We will never just send the dress without confirming that it is on it's way - so don't worry.
Can I track my order online?
We ship all of our orders using Royal Mail. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this reference number you can check the current status of your shipment on the Royal mail website at http://track.royalmail.com
How do I know my order will arrive in time?
We need to ensure that our business is based on a reliable delivery so that you can look fabulous for your special occasion! We have partnered with the Royal Mail and your delivery tracking information will be emailed to you once we send your package the day before you receive it.
What if the renter before me returns the dress late?
We have multiple dresses of each style and in the worst case scenario (this almost never happens), if another customer has been late to return the only dress available we will then arrange to offer you alternative dresses. We will never leave our customers without something amazing to wear!
What happens if I am out when you deliver?
If no one is available to sign for the package when the Royal Mail courier attempts to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to pick up the item from your local delivery office.
Do I need to sign for my order?
We require proof of delivery for all orders but it doesn't need to be you who signs.
What if I want my package delivered to a hotel or location other than my home?
That is totally fine, just provide the exact address to which you want the dress delivered. If we are delivering to a hotel, please put the hotel name and full address and please make sure the hotel concierge or someone is expecting your delivery.
Do you deliver outside the United Kingdom?
At this time, we only deliver orders within the United Kingdom.
Do you ship to Ireland?
Yes, simply select the Ireland shipping rate (£20.00) at the checkout stage of your booking. We offer next day delivery to Northern Ireland but delivery to the rest of Ireland can take 3-4 days. We cannot include return pre-paid postage to Ireland (excluding Northern Ireland) so you will be responsible for selecting a responsible and trackable postal service when returning the dress to us.
RETURNING YOUR DRESS
How do I return my dress?
Returning the dresses you have enjoyed is quick and easy.
2. Drop your box at the local Post Office. No additional fees or postage will be needed. Please ensure you keep your receipt safe as this is your proof of postage and has the tracking number. If an item doesn't arrive back with us and you cannot prove you sent it, we will charge you for the loss of the item.
3. All packages are on a 'Next Day' service so we will receive the box back the following day before 1pm and will email you to confirm receipt / Take the next steps / Process the refund etc.
When will I receive my refund
After we have received your dress / dresses back and refund request, we will process the refund and notify you via e-mail.
What if I receive a dress but it doesn't fit?
Once the courier arrives at your door and you have signed for the package, you have 3 hours to try on the dress / dresses and notify us if you are happy with the items or if you want to return or exchange. Just email email@example.com with your preference, then fill out the form inside the box and post the box back to us before your local Post Office closes at 5pm Mon-Fri. Please note: Should none of the dresses fit and you require a refund, you MUST post the box back to us the same day you received it, using the pre-paid label provided. If for some reason you cannot do this please get in touch.
What if I miss my return date/time?
Please inform us at firstname.lastname@example.org as soon as this happens to avoid being charged late fees unnecessarily.
What if I accidentally stain or damage the dress?
Don't worry! We understand that some wear and tear may be inevitable and beyond your control.
If you damage the dress the first thing you should do is to inform us by sending an e-mail to email@example.com. We reserve the right to handle each incident on a per case basis. Our dry cleaner and seamstress can take care of most minor damage. And the £7 insurance charge on each dress you rent will cover these types of situations.
Any damage will be looked into before informing you of any required next steps or payments.
How do I find a product?
You can shop by product category such as Long dresses, Dresses to wear to the Races, Wedding Guest etc (using navigation in the drop down menus) or you can browse directly by designer using the Designer A-Z. Throughout the site there is also a 'Search' function box, which can be used to look for certain products using key words.
Are the dresses new?
All of our dresses are either brand new or in like new condition and all go through strict quality control checks before we allow them to be borrowed by customers. All Girl Meets Dress dresses are sent to you directly from GMD HQ, where all dresses are cleaned by a premier dress specialist and we ensure strict quality control.
What sizes do you stock?
At the moment our dresses range in size from UK 6-16, and in due course as our stock grows, we will be adding more sizes.
If I fall in love with a dress can I buy it?
Many of our dresses are available for purchase, both brand new and pre-loved. Visit our SALE section to view the dresses we are currently selling. Prices will vary from dress to dress and will take into account its age and condition and its general availability. If a dress you love is not for sale, the best thing to do is sign up to our Newsletter so you are the first to hear when it is or email us at firstname.lastname@example.org and we will quote you a price.
What if I accidentally stain or damage the dress?
Don't worry! We understand that some wear and tear may be inevitable and beyond your control. If you damage the dress the first thing you should do is to inform us by sending an e-mail to email@example.com.
Can I request a dress or designer that is not featured on your site?
If you are looking for a particular dress which is not currently part of our collection, please e-mail us at firstname.lastname@example.org with the dress or designer you're looking for and we'll see what we can do!
How does the SALE section work?
We're constantly clearing out our closets to make room for the hottest new collections from all over the globe. And that means our SALE section is constantly stocked with a host of both brand new and gently used dresses available for purchase.
Can I request a dress or designer that is not featured on your site?
If you are looking for a particular dress which is not currently part of our collection, please e-mail us at email@example.com with the dress or designer you're looking for and we'll see what we can do! We are constantly looking to add to our dress collection and create the best possible selection of dresses in the entire world!
Can I rent accessories alone or do I have to rent them with a dress?
Yes you can rent a bag to update a dress that you already own and love. But if you rent one together with a dress at the same time you will save some money and it is more fun!
What other items for sale?
We currently also sell Jewellery / Head pieces and Shoes that our fashion team has carefully selected to help you look your best! We also offer slimming shapewear and tights from Spanx, and other hosiery brands.
Do I have to return my Jewellery?
No, these pieces when purchased are yours to keep. Jewellery is non refundable.
How private is the personal information I give to you kept?
Please be assured that we consider all the information you share with us totally private and confidential. At no point will we share, rent or sell your personal information without your consent.
Is it safe to use my credit card online at Girl Meets Dress?
At Girl Meets Dress, your personal online security is important to us. All orders are processed through a secure checkout system provided by PAYPAL and consequently you are guaranteed the best security available.
When is my credit card charged for the rental?
Orders are charged as soon as we send the items out to you.
What security checks are in place to make sure my purchase is valid?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.
How do I contact customer care?
This page should provide the answers to our frequently asked questions. Please check if your questions are answered here, and if not then do get in touch.
What are your opening hours?
Our customer service opening hours are Mon - Fri: 09.00 GMT - 20.00 GMT Sat - Sun: 10.00 GMT - 17.00 GMT
How do I subscribe to the Girl Meets Dress newsletters?
On the homepage and on every website page there is a box to enter your email and sign up.
What are some advantages to borrowing instead of buying?
There are lots of advantages. Here are just a few:
I cannot process my order?
Please could you try to place the order again. If it still does not work please make a note of what happens and what messages the site gives you. It may also be necessary to try an alternative computer to ensure it is not a compatibility problem. If further problems persist please do not hesitate to contact us at firstname.lastname@example.org
If your question isn't answered here you can e-mail your questions to email@example.com