Shipping policy
Rental Dates
When placing your rental order, you are responsible for selecting the correct date on the rental calendar for your garment to arrive on or before, or be ready for collection.
Please carefully check your selected rental date, delivery address and shipping option before completing your order.
Luxury Rentals NZ cannot be responsible for missed rental dates caused by incorrect information supplied by the customer, including an incorrect delivery address, rental date or shipping option.
Where Luxury Rentals NZ arranges delivery, we will take reasonable steps to ensure your garment arrives by the agreed date and will assist with any courier delays, lost parcels or delivery issues that arise.
Shipping & Delivery
Where shipping has been selected, your rental will be dispatched using the delivery service associated with the shipping option chosen at checkout.
Tracking information will be provided where available.
Delivery timeframes may vary depending on your location, courier network conditions and whether your address is classified as rural.
Customers must ensure that their delivery address is complete and accurate and must select Rural Shipping where required.
If you believe your parcel is delayed, lost or has been delivered incorrectly, please contact Luxury Rentals NZ as soon as possible so we can investigate the delivery with the courier provider.
Nothing in this policy limits any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.
Rural Deliveries
Customers with a rural delivery address must select the Rural Shipping option when placing their order.
Failure to select the appropriate rural shipping option may result in additional delivery time and could affect whether the garment arrives before your required rental date.
Luxury Rentals NZ is not responsible for a missed rental where the customer has provided an incorrect delivery address or failed to select the appropriate shipping option, except where otherwise required by New Zealand law.
Return of Rental Items
The Renter is responsible for returning all rented items to Luxury Rentals NZ within the agreed rental period and in accordance with our Rental Terms & Conditions.
This includes the garment and any garment bag, packaging or other items supplied with pick up or drop off orders.
Returns must be completed either:
- At the Renter's own expense using an appropriate tracked delivery service; or
- Using the prepaid return post bag and overnight return label provided where this is included with your selected shipping option.
All garments must be returned in the condition in which they were supplied, subject to reasonable wear and tear as outlined in our Rental Terms & Conditions.
Return Date
Your rental must be returned on or before your allocated return date.
For local returns, your garment must be returned to Luxury Rentals NZ no later than the return date shown on your booking.
If you have selected overnight return shipping, your return parcel must be lodged with the appropriate postal or courier service before 10am the day after your rental unless otherwise advised by Luxury Rentals NZ.
We strongly recommend retaining your return receipt or tracking confirmation as proof that the parcel was lodged on time.
Late Returns
A $50 late fee per item may apply where the Renter fails to return or lodge the garment within the required timeframe.
The late fee may be deducted from the Renter's refundable bond.
Where a prepaid return service supplied by Luxury Rentals NZ has been used correctly and the parcel was lodged within the required timeframe, you will not be charged a late fee solely because of a subsequent courier delay outside your control.
Repeated or significant late returns may also affect your eligibility to make future rental bookings with Luxury Rentals NZ.
Incorrect Delivery Information
Customers are responsible for checking that all delivery information entered when placing an order is correct.
Luxury Rentals NZ may not be able to provide a refund or store credit where a rental cannot be delivered on time because the customer:
- Provided an incorrect or incomplete delivery address
- Selected an incorrect rental date
- Failed to select Rural Shipping where required
- Failed to provide information reasonably required to complete delivery
This does not affect your rights where the delivery issue was caused by Luxury Rentals NZ or a delivery provider arranged by us.
Lost or Delayed Parcels
If a parcel does not arrive by the expected date, please contact us immediately.
Where Luxury Rentals NZ arranged the delivery, we will investigate the issue with the courier provider and work with you to determine an appropriate resolution.
If tracking shows that a parcel has been delivered but it cannot be located, please contact us as soon as possible so the circumstances of the delivery can be investigated.