FAQ
About Us
- Step One: Browse our collection and pick a garment for your special occasion, select your rental duration and delivery date, we advise you to select a delivery date that is 1-2 days prior to your event. The delivery date is the day you receive the garment, not the day we ship the garment.
- Step Two: Dress arrives on your selected delivery date. Try it on, accessorise and enjoy it at your photo shoot or event!
- Step Three: On the last day of your rental period, return the dress with the prepaid return satchel provided, and drop it off at your nearest post office. We will take care of the cleaning.
- Step One: Browse our collection and pick a garment for your special occasion, select your rental duration and delivery date, we advise you to select a delivery date that is 1-2 days prior to your event. The delivery date is the day you receive the garment, not the day we ship the garment.
- Step Two: Dress arrives on your selected delivery date. Try it on, accessorise and enjoy it at your photo shoot or event!
- Step Three: On the last day of your rental period, return the dress with the prepaid return satchel provided, and drop it off at your nearest post office. We will take care of the cleaning.
If you have a particular dress in mind and can't find it in our collection, get in touch with us and we will do our best to source it for you! We are constantly on the look out for the most beautiful, highly coveted maternity dresses so your suggestion is most welcome!
We are located in Forestville NSW 2087. But we ship Australia wide using Australia Post's Express Post service.
All our gowns are in new to good used condition, however, please bear in mind that some of them may have minor wear and tear given they are rental items. If we feel a dress no longer fulfil our clients' needs, it will be removed from our inventory.
Sorry no, if you want to order multiple items to be delivered on different dates, they are essentially separately orders - as we have to ship them separately and prepare separate return shipping labels and packaging. If you have done so, we will ask you to pay an additional invoice to cover the extra shipping cost.
Try It On
Want to try on the dress before you hire? We offer try-on by post. We can ship dresses to you for a try on fee (try on fee varies per item, but it is generally 25% of the rental price) plus postage and the Card Charge Authorisation fee. Simply try it on for a day, and return back to us within 24 hours of delivery.
The Try on fee will be refunded to you if you proceed to place a 4 Day (or 2 Day for some dresses) rental order within 3 days of trying it on. Simply head to the website and place a new order for the garment you've tried on, and we will refund the try on cost to you, once we have received your returned try on item.
If you live in Sydney NSW, you can also try on through local pick up and drop off. We are in Forestville NSW 2087. However, we don't take visitors as this is not a retail store.
To book a try on, simply go to a product page, choose "Try On" as the "Rental Duration" and choose an available date in the calendar to complete your booking.
Please note try on's can only be booked for Monday, Tuesday and Wednesday, Thursday and Friday deliveries are reserved for 4 Day or longer rentals only.
We kindly ask you to not wear any fake tan, makeup or perfume when trying on dresses. Taking a shower prior to try on is strongly recommended.
In the event that you are unsure of which dress to choose, but have run out of time to organise a try on, you can place an try on order for multiple dresses, try them on, and send back the ones you don't want to go ahead with within 24 hours of delivery (dresses must be in their original condition without marks or odour of any kind). Whatever you choose to keep, we will ask you to top up the difference between try on and rental fee, so you can keep it for your event. Please get in touch with us before you place your order, in this case, you will need to pay for an additional return shipping fee, so we can prepare an extra return satchel for you.
No sorry, only the try-on fee of your chosen item/s can be refunded, if you proceed to place a rental (i.e. 2/4/8 days rental) order within three days of trying it on. For example, if you tried on 3 dresses and decided to hire one of them, we will refund the try on fee of the one item that you hired.
In the event where you make a try on and hire booking together, a try on fee refund is not automatically guaranteed. We will refund the try on fee after you have tried it on and decide that you’d like to still proceed with the rental order you placed earlier. A refund will be issued upon our receipt of the dress in unworn condition. However, if after trying on the dress, you’ve decided to cancel your rental order or swap to a different dress, we will not refund the try on fee. Should you prefer to cancel your rental booking, store credit will be issued.
Shipping
We ship all of our orders by Express Post (Australia Post) so it takes anywhere between 1 - 3 business days in Australia, depends on where you are located.
Please refer to Australia Post's delivery estimator to see how long it might take to ship to your postcode. We are sending from postcode 2087.
If you live in Western Australia or Northern Territory, it would generally take 2-3 business days even with Express Post service, so please take that into consideration.
1. We kindly ask that you return your rental inside the garment bag in which it was received. It is essential that all rentals are returned within their garment bag to avoid any damage that may occur during transit.
2. We have provided you with a prepaid mailer bag to return your rental. Sustainability is at the heart of our business, so please send the original mailer back with your rental for us to compost or recycle on your behalf.
If you order arrived with a postal box, please re-use the postal box to return your items, a prepaid shipping label will be enclosed for you to attach to the box. Please apply tape to seal the box, if you don't have packing tape at home, your local post office should be able to help you apply the tape onto the box.
3. Please return the prepaid mailer bag or postal box over the counter at your local post office before 3.30pm on your return date, and obtain a lodgment receipt. Kindly avoid street-side post boxes as this can create severe delays and loss of tracking information. If the last day of your rental falls on a weekend or public holiday, you can return it on the following business day instead.
No, sorry we don't. COVID has made shipping to the US extremely slow and costly, so we advise you find an alternative rental option within the US instead.
We can do on a case by case basis. You will need to book a dress at least 14 business days in advance at the very minimum. You will also be responsible for organising the return shipping at your local post office at your own cost. Please email us for more information.
Cleaning
No, let us take care of the cleaning so you don't have to:) We do have a small request - please dust off any sand or dirt, and remove prickles off the garment before returning. If the dress has been wet, kindly air dry it before shipping to prevent mould forming during transit please. While we take care of the general cleaning of the garments, if the garment has been severely stained that it cannot be removed by regular cleaning which includes soap, gentle laundry detergent and Oxygen Bleach if needed (we don't use Chlorine bleach), then a spotting specialist is required to remove the stains, and we will have to charge an additional fee to cover the cost of the specialist's bill. If we are unable to remove the stains after trying every method possible, we will have to charge a fee to cover our losses. If the gown is deemed to be in a condition that is not suitable to be rented out again, we will have to charge a 150% of the RRP of the item. Most of our garments are unique, discontinued pieces that can't be replaced, so we ask you to please take extra care when wearing them. Please read and follow the Garment Care Instructions we send you with your order.
Damages, Losses and Card Charge Authorisation
Mama Rentals' rental period is generally 4 or 8 days, with the exception for a few dresses that have the 2 day rental period option, or unless you've requested for longer rental period. The first day being the date you receive the dress, and the return date being the last day of your rental period.
The dress is deemed returned when the parcel is scanned over the counter at your local post office. Please ensure you return your parcel over the counter at your local post office, and avoid using the street side post boxes when possible. However, if you couldn't get to a post office during business hours, please send us an email to let us know before hand.
If your event was cancelled due to weather or sickness, we generally try to accommodate and extend the rental for you one way or the other, however, if you have not attempted to communicate to us in advance and the dress is not returned on its due date, a late fee of 20% of the rental cost of the item per day will apply along with a 3% card surcharge fee (if settled via card).
We understand there are circumstances under which certain wear and tear cannot be avoided, so you won't be charged for reasonable wear and tear. However, significant damages or irremovable stains to the garment will result in charges to cover the extra cleaning or repair cost, plus 150% of the recommended retail value of the garment. Please get in touch with us if you have stained the dress immediately so we can advise on the best way to remove the stain and preventing it from becoming permanent.
If a garment is never returned under any circumstance, we will charge you 150% of the full replacement value of the garment along with a 3% card surcharge fee.
We charge a Card Charge Authorisation fee of $0.50 for all of our orders.
The Card Charge Authorisation fee is paid at the time when you place your order, this is done in case our dresses are damaged beyond repair, lost or stolen.
You will only be charged an additional amount aia a subscription app and on the card used at check out, if you have damaged or stolen the hired garments, or returned them late. This additional amount will be charged as a one-time subscription fee to the total amount required as per our term & conditions.
The customer waives any rights to claim the payment was unauthorised or fraudulent.
It is Mama Rentals' responsibility to ensure the customer is not charged any additional fees from the subscription service should their order be returned within the correct time frame and with no damaged caused to the hired garment.
Refunds and Cancellations
Please read the sizing chart to make sure you rent the correct size. However, if you are not 100% satisfied with the dress, please email/call/text to let us know within 24 hours of delivery, so we can have the chance to work out an alternative dress for you.
In the event where there is still enough time to send you an alternative dress, you will need to place a new order for the alternative dress on our website, and we will refund the price difference between rental and try-on fee less the try-on shipping fee for your previous order, provided the original dress is shipped back within 24 hours of delivery. It is important that you try on the dress as soon as you receive it, so it gives us ample time to sort out any issues before your event.
In the event where there is simply no time to ship an alternative dress, please return the dress within 24 hours of delivery, and we will offer a store credit (less try-on fee and try-on shipping fee) to use at another time. There is no expiry date of your store credit. If you fail to advise us about any issues with the dress within 24 hours of delivery, as well as posting the dress back within this time frame, we unfortunately can't offer a store credit.
Once your rental fee has been paid, it is strictly non-refundable. You can contact us 7 days prior your rental date to request for a change of date (granted the new rental period is free) or a store credit. Not all requests can be granted but we will endeavour to do what works best for you whenever possible. If the rental period is within 3 days the order cannot be changed. All fees are final.
In the event that we haven't yet shipped your order, and you'd like to cancel it, we can offer a store credit of the same value, so you can hire at a later date, there is no expiry date on the store credit.
If the order has already been shipped, please return the dress within 24 hours of delivery, and we will offer a store credit (less try on fee and postage) to use at another time. There is no expiry date of your store credit.
Rental, shipping and Card Charge Authorisation fee are strictly non-refundable under these circumstances.
We always make sure to send all of our garments well before your chosen delivery date. However, once we dispatch the garments, we have no control over potential postal delays by third party delivery services. In the event that your dress does not arrive in time for your photo shoot or event, please contact us as soon as possible and we will try to work out a free extension for you if the garment isn't immediately booked by someone else after you.
However, if you cannot reschedule your event in the immediate future, please send back the dress within 24 hours of delivery, and we will refund you the bond once we receive the dress and offer a store credit for the value of your rental. Our store credit has no expiry date, all of our dresses are suitable for non-maternity so you can wear them for any special occasion in the future.
If the dress you reserved isn't available on your chosen date for some reason, we will communicate with you as soon as possible and try to work out an alternative garment for you. If you can't find any other alternative dress from our collection, we will provide a full refund.
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