FAQs

 

GENERAL

 


 

 

Hire process break down

 

LOOK: Browse our collection online and select your next amazing outfit. 

 

BOOK:  Make your 3 day rental booking via our online calendar and add to cart. 

 

WEAR: Your outfit is delivered directly to you. Wear it!! 

 

RETURN: Simply return your outfit as per your preselected return method and start browsing for your next event!

 

Sizes available

Our current range caters for those wearing Australian size 14 to 22.

We have just launched our first collection in April 2019, please note our range is currently growing…

We have plans to further expand our size and product range in the near future. Watch this space!

 

Price range

Prices range from $49 - $199 AUD

This listed price includes:
- 3 day garment hire
- Standard dry cleaning
- Costs associated with returning your garment on conclusion of hire

Please note there may be an additional charge for postage to you, this will be determined at check out based on your postal address.

 

Product range

Our range includes beautiful day and race wear, cocktail dresses and glamorous evening gowns.

 

Try-on Service

We have just launched our Showroom located in Bassendean, Perth. 

Contact us now to book you appointment.

For our customers located outside of Perth, please review the best fit guide and product details. You are also welcome to contact Runway Regime via the online contact form so we can assist you.

Please see our Peace of mind 'fit' guarantee below for more about our at home try on service.

Condition of garment

We guarantee the authenticity of all of our products.

Special care is taken when packaging our garments for delivery to you. We inspect and steam just prior to dispatch. All dresses are wrapped in a reusable garment cover/protective packaging and placed in our eco friendly postage packaging before being delivered.

Should you receive a dress with slight creases we encourage you to hang the dress in a steamy bathroom. Important: please do not iron the dress as this may cause damage and result in incurring additional fees. All garments are inspected for cleaning and repairs upon return to ensure suitability for future hire.

We have partnered with a professional dry cleaning and repair service to ensure quality control measures are in place so your garments arrive in excellent condition.

 

Delivery Costs

PERTH

  • We offer a $9.90 flat rate delivery fee for two way delivery (includes delivery to you and return of hire garment)
  • If you select to return your hire garments to one of our 9 pre-determined Perth Dry Cleaner locations delivery will be free

AUSTRALIA WIDE

  • For locations accepted at check out we offer a $30 flat rate delivery fee for two way delivery (includes delivery to you and return of hire garment)
  • All other locations will be quoted upon request

 

 

Need to ask a question?

If we have not answered your question or you need more information, please let us know via our online contact form.

 

SIZING

 

Best fit

Sizing can be tricky but important to get right! Sizes can vary depending on the brand, style or fabric. With this in mind we have made a conscious effort to provide information to assist you with deciding which product will provide the best fit you you.

Sizing information provided on our site include:
- size as listed on the label (which is great if you already know what size works for you in that brand)
- recommended size 'fit' as determined by our try on sample group who represent a range of shapes and sizes
- fabric components and other general info (i.e. generous fit, no stretch in fabric)
- model size and their respective measurements are available for each product
- if available, we also encourage you to view our accompanying video clip which will give you an idea on how the garment fits and moves
- if you are still unsure you can take advantage of our peace of mind fit guarantee (see below)

 

Peace of mind fit guarantee

If your garment does not fit or feel quite right and you choose not to wear it, we will happily accept the return and offer a credit note. This amount is for the Rental Price less a standard $30 processing fee and any additional delivery costs applied at checkout.

Your credit note is valid for 6 months from date of issue.

In order for your return request to be accepted the security ribbon tagging system must remain intact and the apparel must be unworn.

You must submit your return request within 24 hours of delivery via our online contact form.

 

Alterations

You are not permitted to make any alterations to the garments.

Please consider the impact alterations will have on future customer hires. 

 

PLACING AN ORDER

 

Hire period

Standard Hire Period = 3 Day Hire

The Rental Period commences 1 business day before the User’s nominated event, being the date the User requests delivery to arrive.
The Rental Period concludes on the next business day following the User’s nominated event, being the date the Apparel must be returned to Runway Regime.


Day 1* - Date outfit must be delivered/collected by (the date before your event)
Day 2 - Date you wish to wear the hired outfit
Day 3* - Date item must be returned (the date following your event)
*If day 1 or 3 fall on a Saturday, Sunday or Public Holiday the hire period will be extended to include the next business day (before or after) for the selected hire period on your booking.


Example 1) If your outfit is due to be returned on Sunday, you will be able to return it on Monday.
Example 2) If your dress is planned to arrive on Friday, but Friday is a Public Holiday, your dress will be scheduled to arrive the day before being Thursday.

Need a custom hire period?
Send through your requirements for a quote via our online contact form.

 

Advance bookings

Garments may be pre-booked on our website 3 months prior to your delivery date. 

 

Max number of hire items

You may hire a maximum of 2 garments at any time.

 

Reservations/holds

In order to secure your item for you desired date your booking must be complete and payment made in full.


We are unable to hold items without payment.

 

CART AND CHECK OUT

 

Acceptance of terms and conditions

In order to proceed to check out you must select the Terms and Conditions check box in cart.

Please review full Ts&Cs prior to checking this box.

Click here to view full Terms and Conditions.

Contact us via our online contact form should you have any questions.

  

Hire return method selection (return delivery)

You must select your chosen hire return method from the options made available at checkout.

One or more of the below options may be made available to yourself at check out:

Option 1: Customer to DROP OFF hire garments to KOKO's DRY CLEANERS by 4PM on return due date

Option 2: Sendle Courier Service to COLLECT hire garments from CUSTOMER'S ADDRESS.

Option 3: Customer to drop off hire garments at SENDLE COURIER DROP OFF LOCATION by 4PM on return due date

Option 4: Australia Post by 4PM on return due date

 

Hire Return Method Option 1:

Customer to DROP OFF hire garments to KOKO'S DRY CLEANERS by 4PM on return due date

This method is available for Perth Users only.


(a) The User must drop Apparel off directly at Koko's Dry Cleaners

Select one of 9 locations in Perth:

    • Kingsway Shopping Centre Shop 38, 168 Wanneroo Rd, Madeley WA 6065
    • Brookfield Place Shop P101, 125 St Georges Terrace Perth CBD, WA 6000
    • Trinity Arcade Shop 104, 72 St. Georges Tce, Perth CBD, WA 6000
    • Cloisters Arcade Shop 7B, 863 Hay Street, Perth CBD, WA 6000
    • Applecross Shop 3, 32 Ardross Street, Applecross, WA 6153
    • Livingston Shop 16, 100-104 Ranford Road, Canning Vale WA 6155
    • Cottesloe 4/7 Station Street, Cottesloe, WA 6011
    • East Perth 1/74 Wellington Street, East Perth, WA 6004
    • Subiaco 1/29 Station Street, Subiaco WA, 6008

(b) The Apparel must be dropped off by 4PM on a business day.
(c) No additional charge for this return method applies.
(d) The standard dry cleaning account will be settled by Runway Regime.
(e) No return label will be provided by Runway Regime for this selected return method.
(f) If the Apparel arrived in Reusable Packaging, the User must return the Reusable Packaging with the Apparel.

 

Hire Return Method Option 2:

Sendle Courier Service to COLLECT hire garments from CUSTOMER'S ADDRESS. Anytime between 8AM-6PM on return due date. 

(a) Delivery charge is variable based on location, weight and package size.


 Pick up by courier from the User’s listed delivery address between 8AM and 6PM (local time). The pick up address will default to the User’s original delivery address if not specified by the User in the ‘Additional Notes’ section at check out;

 if the User wishes to have the Apparel collected from a different address it must specify the “[NEW ADDRESS]” in the ‘Additional Notes’ under the User’s details at check out.
 

 

Hire Return Method Option 3:

Customer to drop off hire garments at SENDLE COURIER DROP OFF LOCATION by 4PM on return due date 

(a) Delivery charge is variable based on location, weight and package size.


(b) User is responsible for identifying a suitable Sendle courier drop off location:


 to find your best location https://try.sendle.com/drop-off-locations;
 Hours of operation vary depending on location selected
 Some locations operate 24 hours a day 7 days a week

 

Hire Return Method Option 4:

Australia Post

(a) Australia Post delivery is available for some locations.


(b) The delivery charge is variable based on location, weight and package size.


(c) The User must lodge the return of the Apparel over the counter at an Australia Post Office (NOT red post boxes) by 4PM next business day following User’s nominated event date.

 

PAYMENT

 

Deposit

No separate deposit is required, as payment must be made in full at time of booking to secure your hire garment.

 

Payment charge

Your payment method is charged as soon as we receive your order and confirm the availability of your requested dress. We may also charge your card for late fees if you haven't returned the garment back by the due date. 

 

Payment options

We currently accept payment from: Visa, MasterCard, American Express and PayPal

 

Privacy 

The privacy of your personal information is very important to us. We will not disclose, rent or sell your information to anyone (except with your consent or if the law or our legitimate interests require us to).

Why do we even collect data? We do this so we can provide our customers with a more personalised shopping experience.

If you do not wish to be contacted with personalised marketing, at any time you may unsubscribe using the provide email links or contact us directly with your request.

See our Privacy Policy for more details.

 

CANCELLING AN ORDER

 

Cancellation process

All cancellation request must be submitted as soon as possible via the online contact form.

Following receipt of a cancellation request Runway Regime will provide:
(a) Full refund - if given more than 28 days notice
(b) Credit note - if given between 8 and 28 days’ notice
(c) No refund - if less than 8 days notice

Please see full Terms and Conditions. 

 

Refund processing time

We will make every effort to internally process your refund as quickly as possible (within 5 business days), please consider that the final refund to the yourself is dependent on the independent processing time taken by the your credit card provider which will vary. Unfortunately, we do not have any control over this.

Refunds are only offered when your order is cancelled with more than 28 days notice or if we are unable to fulfill your hire request due to unforeseen circumstances (for example the item is returned damaged beyond repair by a prior hirer).

 

Credit note

Credit notes are valid for 6 months from date of issue and are not transferable. This single use code is linked only with your customer account. 

 

DELIVERY 

 

Delivery Areas

At checkout your address will be automatically verified to confirm if you fall within our current delivery area.

At this point in time we offer our service to addresses which fall within the Perth Metro area.

Addresses which fall outside of these post codes may be considered by request, please contact us directly via out online contact form.

International shipping is not offered at this time.

PO Box addresses are not accepted due to courier restrictions.

 

Delivery timeframe

With consideration to delivery time your order will be shipped with the intention of arriving 1-2 days prior to your event.
You will be provided with a tracking number.

Need an URGENT DELIVERY? Contact us directly via our online contact form.

 

Delivery notifications and tracking

You will be provided with a tracking number so you can keep updated on the status of your delivery.

 

Missed courier delivery

We strongly recommend providing an address where someone will be available to collect your delivery. All deliveries are sent with signature on delivery. 


The courier service may attempt a second delivery. Your provided tracking number will keep you updated on this.

If your delivery is taken back to a nearby post office or courier service hub you are responsible for collection.

 

Signature on arrival vs Authority to leave

All deliveries are sent with 'signature on delivery'.  If you require your delivery to be marked with 'Authority to Leave' you must specify this in the 'additional instruction' field in the customer details page when placing your hire booking.

All risk for the Apparel passes to yourself on delivery and as per our terms you accept full responsibility for the safekeeping of the apparel during the rental period.

 

Condition of garment arrive

Special care is taken when packaging our garments for delivery. We inspect and steam just prior to dispatch. All dresses are wrapped in a reusable garment cover/protective packaging and placed in our eco friendly postage packaging before being delivered.

Should you receive a dress with slight creases we encourage you to hang the dress in a steamy bathroom.
Important: please do not iron the dress as this may cause damage and result in incurring additional fees.

All garments are inspected for cleaning and repairs upon return to ensure suitability for future hire. We have partnered with a professional dry cleaning and repair service to ensure quality control measures for garments arrives in excellent condition.
 

DAMAGES, REPAIRS, CLEANING AND LATE RETURNS

 

Damage to item

You must notify us asap via our online contact form of any damage to the apparel that occurs during the hire period.

 

Excessive repairs

In this very rare and unlikely event you must notify is directly asap via our online contact form.

If your returned garment is found to require excessive repairs (beyond reasonable wear and tear) you will incur an additional fee to cover the costs of these repairs.

If your dress damaged beyond repair, you will be liable to pay for 150% of the retail price of the item.

 

Dry cleaning costs

All hire garments are dry-cleaned once returned returned. The fee for this is included in the listed price. Additional charges may apply for excessive cleaning only.

 

Overdue fees

The overdue period will commence on the business day following the agreed rental return due date of the apparel.

The overdue charge will be 25% hire fee.

Please note that if your overdue return impacts the next customer's hire and needs to be cancelled you will be liable for the rental fee for this cancelled booking.

 

Return date falls on a public holiday 

For returns due on a public holiday, you will be allowed to return your hire items on the next business day that follows.

Respective to the selected hire return method you have chosen this means:
(i) return the Apparel to the dry cleaner by 4pm
(ii) have the courier collect the Apparel from their address between 8AM-6PM
(iii) drop off the Apparel at a courier drop off location before 4PM
(iv) return the Apparel at the post office before 4PM

 

Lost/stolen hire items

In this very rare and unlikely event you must notify is direclty asap. If your dress gets lost or stolen you will be liable to pay 150% of the retail price of the item.

Please notify us immediately via our online contact form

 

PACKAGING

Lost - return postal satchel or label

If you have lost your return satchel, it is your responsibility to send the order back to us by the due date at your own expense.

Please make sure to notify us via online contact form and include the new tracking details.

ATT: Runway Regime
Koko's Drycleaners
1/29 Station Street
Subiaco WA 6008

 

Security packaging

All garments will arrive with a tagging system which if removed will void any return requests. Please take care when trying on your garment.

Security tagging can be intentionally removed by breaking the coded seal once you decide to continue with wearing your hired product.

 

Sustainable reliable packaging

We are proud to provide a service which is supporting the war on waste by reducing the significant impact 'one time wear' habits are having.

Additionally, here are some other eco friendly decisions we have made regarding our packing and deliveries:
- Pink zero waste postage packs are compostable
- Alternative packaging solutions are reusable and do not require adhesive labels
- Tissue paper is biodegradable with soy based ink
- Preferred courier service is carbon neutral certified

For more information check out our sustainability page 'Green is the new Black'

 

Need to ask a question?

If we have not answered your question or you need more information, please let us know via our online contact form.