Refund policy

Mama Rentals provides flexible store credit options in the event of cancellations, order issues, or delivery delays. Please review the following terms carefully.

If the Garment Does Not Suit

We strongly recommend checking the size chart carefully before booking. For peace of mind, many customers choose to add a Backup Dress or size at 60% off, so you have a second option available and can avoid last-minute exchange stress.
If your event is more than two weeks away, a Try-On before you hire is also a great way to ensure the fit is right.

Notifying us

If a garment does not suit, you must notify Mama Rentals within 24 hours of delivery or pickup.
For shipped orders, Australia Post tracking scans are used as proof of delivery time.

Exchanges (time-sensitive)

Because dress hire is time-critical, all exchanges are treated as time-sensitive.

If an exchange is required and time allows:

A new order must be placed immediately to secure the replacement dress (ideally before 12pm Sydney time on the same business day)
The original dress must be lodged for return within 24 hours of delivery or pickup
Once the original dress has been returned and checked, a partial store credit will be issued for the original hire, minus the applicable Try-On fee, Try-On shipping fee, and any non-refundable services (including Card Authorisation Charge and Damage Protection Insurance)

This ensures your replacement can be dispatched in time while the original garment is safely on its way back to us.

If an exchange isn’t suitable

If there isn’t sufficient time for an exchange, or you choose not to proceed with one, a store credit will be issued once the return is received (minus the Try-On fee and Try-On shipping fee).

Store credits never expire and can be used for a future booking.

Important

If Mama Rentals is not notified within 24 hours of delivery or pickup, and the garment is not returned within the required timeframe, no refund or store credit will be provided.

2. Change of Mind or Event Postponed/Cancelled

Mama Rentals does not provide refunds for change of mind, cancelled events, or postponed events.
A full store credit (no expiry date) will be issued if:
- The cancellation request is received within 24 hours of placing the order, provided it is still more than 72 hours from the booking start date and the package has not been dispatched; or
- The cancellation request is received 21 or more days before the booking start date.
For cancellations outside these conditions, a store credit minus a 20% cancellation fee (based on the full order value) will be issued.

3. If the Dress Does Not Arrive on Time

Mama Rentals dispatches orders in advance whenever possible; however, delivery times are the responsibility of Australia Post once an order is in transit.
Early dispatch may not be possible for last-minute bookings or dresses with back-to-back reservations.
If a garment does not arrive in time:
- Mama Rentals will attempt to offer a free extension if the garment is not immediately booked by another customer and the customer can move their event date.
- If an extension is not possible, the garment must be returned within 24 hours of delivery (based on Australia Post scan). A store credit minus the weight-based shipping fee will then be issued. Store credits do not expire.

4. Last-Minute Orders

Orders placed less than 3 full business days before the booking start date are considered last-minute.
Cut-off time: 12pm Sydney/Melbourne time. For example, an order placed after 12pm Tuesday for a Friday delivery date is considered last-minute.
Last-minute orders are dispatched as quickly as possible but cannot be guaranteed for on-time delivery, particularly for rural areas, WA, and NT.
If we believe your order is unlikely to arrive in time, we will contact you and offer two options:
1. Accept the risk: we ship your order, but if it doesn’t arrive on time you will receive a store credit minus shipping fees (calculated by weight).
2. Decline the risk: we do not ship your order, and you will receive a full store credit (no expiry date).
Refunds are not available on last-minute orders.

5. If the Dress is Not Available on the Selected Date

In the rare event that a booked dress is unavailable, Mama Rentals will contact the customer as soon as possible to arrange an alternative.
If no suitable alternative is found, a full refund will be provided.

6. Preloved & Sale Items (For Purchase Only)

All Preloved items and sale items are strictly final sale.

As these pieces are either one-of-a-kind, discontinued, or heavily reduced, we do not offer refunds, exchanges, or store credits for:

Change of mind
Incorrect sizing
General dissatisfaction

Please carefully review the product description, measurements, and condition notes before purchasing. If you have questions, we encourage you to contact us prior to placing your order.

Mama Rentals