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FAQ

Does Well Chosen have a physical shop?

No, we are on online based business only. We do make our garments available to try on at our Pop-Up Shop events. Here is our list of upcoming event dates.

Can I try the garment on before I hire it?

If you are unable to attend a Pop-Up Shop to try on garments you will not be able to try it on before hiring. Once the garment is received however, if it does not fit you or you do not like it simply return it unworn and we will refund you the hire price less $40 for the cost of return postage. See our full policy here.

What if the dress doesn’t fit or I don’t like it?

If the garment does not fit you or you do not like it simply return it unworn and we will refund you the hire price less $40 for the cost of return postage. See our full policy here.

Can I book dresses in advance?

Yes, our calendar operates four months in advance.

What sizes do you stock?

Women’s Australian sizes 6 to 16. Children’s sizes 2 to 6.

What is the standard rental period?

The standard rental period refers to the time that the garment is in your possession, and is three days. When you use our calendar tool you select the event date and the day before are automatically blocked out as Day 1 for you to receive the garment, Day 2 for you to wear it and Day 3 for you to return it.

Additional days before and after these three days are blocked out at our end to account for the time to send it to you and receive it back from you.

What if my rental period ends on a Sunday or a Public Holiday?

Do not worry, you won’t be charged a late fee. Simply return the garment in the correct Australia Post Box by 5pm on the next business day.

How long does the dress take to arrive to me, will it arrive on time?

The hire period starts on the day that you wish to receive the garment. We ask for your postcode at the time of booking this date into the garment calendar so that our system knows whether your garment needs to leave us one or more days prior to that date (depending on whether your postcode is in the Australia Post Guaranteed Next Day Delivery Network).

We will always ensure we have allowed enough time for the dress to arrive to you in time. You can assist us by having your hire period start two business days prior to an event rather than one.

In the very rare event that a dress does not arrive to you on time, please notify us and we will verify your claim by checking the tracking code of the delivered parcel. Whilst we will not be held liable for any damages or loss resulting from a garment not being delivered on time we will refund you the full cost of rental that you paid to us.

Can you deliver the dress to my home, work or hotel?

At the checkout you should ask us to deliver the garment to whatever address you will be at on day one of your hire period. All parcels require a signature on delivery, so if you are not at home you should instruct us to send it to your workplace or make some other arrangement with us.

Whoever is present at the address is able to sign to acknowledge receipt of the parcel on your behalf.

If no one is able to receive the parcel you may need to arrange with the courier re-delivery of the parcel, this will be at your own expense. If the service provider we have engaged is Australia Post they parcel may be returned to the nearest post office where you will be required to attend to pick it up.

Please be aware that the four day rental period begins on the day that delivery to you was first attempted.

How do I return the dress?

When you receive your garment it will be packaged with care instructions, a customer survey and a reply-paid and addresses return envelope.

Simply re-pack the garment in the box in which it came, place in the return envelope and deliver it to an Australia Post counter or an Express Post Mail Box (these are yellow rather than red) by 5pm on or before the last day of your hire period.

We will notify you by text or email once it has been received by us.

What if I stain, damage or lose the dress?

If you have soiled, stained or damaged a dress we ask that you note this on your Customer Survey, including details of how the stain or damage occurred (including the staining substance) so that our dry cleaners can attempt to remove the stain or repair the damage. If the dress is not able to be cleaned or repaired we will apply our Damage and Loss Policy.

Are all of the dresses new?

Yes, we purchase our dresses from the designer’s boutiques directly or from authorised sellers only. While each of the dresses will most likely have been rented out prior to your rental they are brand new at the time we purchase them and are only kept on our website as being available to rent if they are in as new or near new condition.

Do I need to clean the garment before returning it?

No, and the cost of dry cleaning is included in the listed price of the garment hire. Here is a link to our Dry Cleaning policy.

Does the dress arrive wrinkle free?

Our garments should arrive in wrinkle-free condition, or in such condition that any wrinkles fall out after the garment has been hung for several hours.

We ask that you never attempt to iron a garment yourself.

If we have received feedback from other customers that a garment required a professional press / steam prior to wear (due to creasing in transit) then we will advise you of this by way of a notation at the description of that garment on the website.  Please factor the cost of this into your choice to hire or not, as this cost is not included in the hire price.

To try and limit this being an issue we have excluded some types of materials from our stock due to the fact that such materials would crush in transit.

How long does a refund from Well Chosen take to process?

Once a refund has been agreed to please allow five business days for us to process it. We will notify you by email or text once we have completed the refund transaction.

When will my credit card be charged?

Your credit card will be charged upon completion of the process at check out on our website.

We may also debit your credit card any late fees as they fall due, or payment as required under our Damage and Loss Policy.

How do I cancel my order?

Simply by emailing us at hello@wellchosen.com.au.

Refer to our Cancellation Policy for further information.

Can I request a dress that is not listed on the Well Chosen website?

Yes! Please do. We would love to hear from our customers about what they would like us to stock.

You can email us a request at hello@wellchosen.com.au

Please include the following details:

  • Designer
  • Garment name
  • Size requested
  • Date of the event that you would hire it for

We will* share the suggested purchase through our website and social media, and if adequate interest is indicated by our members then we will buy it!

*Not all garments are suited to being hired out or being worn multiple times. Some fabrics, or garments with embellishments that would not ship or dry-clean well multiple times will not be considered for purchase. If this is the case with your Request to Buy item we will reply advising you of this immediately.

What if I would like to receive my dress today?

If you are in Melbourne and the dress is available we will make all best efforts to courier a dress to you. There may be an additional charge, we will discuss this with you upon receiving your request.

Can I pay for insurance for the dress whilst it is in my possession?

What have explored the possibility of obtaining insurance on behalf of our client’s for the garments whilst they are in your possession. We have not obtained cover for the reason that we could not find an insurance company with a suitable policy willing to cover our customers, and the cost of any such policy that would then have to be passed on to you the customer would not have been economical.

How do I update my membership details?

Please update any fields necessary here.

How do I redeem Membership Reward points?

Each member will receive a 10% discount on their first hire. This is calculated automatically at the checkout.

Members can also earn Reward Points through multiple hires and completing the customer survey. We will provide these points to you by way of Gift Voucher upon request by emailing us at hello@wellchosen.com.au

Please allow 24 hours for us to calculate you’re the value of your Reward and email you a Gift Voucher code for use.

Can I buy a gift voucher for a friend?

Yes. Please proceed to the checkout.