FAQs
FAQs are user generated, so we have started the conversation below, but will continue to add more questions and answers as they are asked.
With that in mind, if you have any questions for That-Dress, please do get in touch. Our contact details, including an email form, can all be found under Contact Us.
If your questions are less about our service and more about our thoughts, you can also reach us via Facebook and Twitter. Frock Towers is often a buzz with chitter chatter on a range of subjects from the best Martini, to 'what is s/he wearing', 'do you think it would suit me' and why do you never see a baby pigeon? It isn't just about designer dress rentals and hire!
If you don’t have a shop, how do I rent dresses?
Can I try on dresses before I rent?
What if the dress does not fit?
How many dresses can I hire at once?
Do I need to sign for delivery?
What happens if I spill wine on my dress?
When does the rental period begin?
How long is the rental period?
What if my rental period ends on a Sunday or Bank Holiday?
Do you deliver outside of the UK?
Is it all right to keep the outfit for longer?
How will I know my payment has been authorised?
You’ve mentioned contacting the team several times, remind me how I can that?
Founded in 2011 That-Dress offer a constantly evolving wardrobe to our friends and guests. With designer legends such as Versace, D&G and Diane Von Furstenburg standing alongside new discoveries such as Ophelia is Lost. There will always be something great waiting for you to hire.
Outfits start at just £28.00 rent, and arrive beautifully packaged to your home or office ready for you to wear. The next day, pop it back in the bag, and return it. That-Dress will take care of everything. There is also a wonderful range of accessories to buy, from fashion tape to Red Foot ballet pumps or handmade jewellery to tights.
No, we are an e-tailer. We can however organise events for you and your friends, or you can try on clothes in advance. Contact one of The Team to find out how.
If you don’t have a shop, how do I rent dresses?
Browse the site in full, or use one of the search facilities such as Designer. Each dress is photographed, and carries a short description and sizing information. If you have any questions at all, please telephone or email one of The Team who will be happy to answer specific questions.
Once you have decided, you select your outfit, the size you require and the date you require the dress for. All standard rentals are 2 days (Sundays and Bank Holidays do not count), so why not take delivery the day proceeding your event. You then follow the online instructions for your delivery address, shipping preference and payment. Sit back and relax, and we’ll do the rest.
Can I try on dresses before I rent?
Yes. If the dresses are available we can organise for you to receive them to try on. You will be charged the full rental price, but that will be refunded when they are returned and must be returned on the same working day. Contact The Team for more advice on availability.
Yes, you can call or email The Team for help and information about any of our products. If you are secretly browsing this at work and would prefer a call back when you are free, email us and we'll organise a Style Advisor to call you back in the evening. You can also use the instant messenger service to contact the team and ask about how to hire, sizing, fitting, or for style advice.
What if the dress does not fit?
We will make every effort to assist you in choosing an outfit. If you have any questions, contact The Team and they will be happy to provide any assistance they can. Sometimes though a dress may just be a little tight here, or nip there. In which case, you should contact us within 2 hours of receiving the outfit and return it to us the same day. You will receive a full refund on the hire fee. Alternatively, if we have an alternative size available, we will happily forward that, or recommend an different outfit which we will ship immediately.
How many dresses can I hire at once?
You can currently hire two outfits at one time.
Delivery and returns are made via Royal Mail Special Delivery Service. This is a signed for service and is guaranteed to be delivered to you before 1.00pm on your chosen day.
Delivery can be to your home, work address or a friend. Returns must be taken to your local post office.
We also offer same day courier services, though please telephone The Team on 020 8123 6262 for full details.
Do I need to sign for delivery?
Yes, due to the value of the designer outfits, all parcels will be sent using a signed for delivery service. Please use a shipping address where someone will be available. If no one is available to sign for your delivery, it will be returned to the local sorting office for your collection or redelivery.
What happens if I spill wine on my dress?
We would ask you that treat the outfits as if you have borrowed them from you best friend. However, from time to time accidents will happen. All dresses are subject to an Accidental Damage Waiver of £3.95. This will cover you for minor repairs, additional cleaning and returning to the dress to tip top condition ready for the next customer to rent.
If the damage is more substantial, malicious or the dress is stolen, lost or delayed in being returned to us, we will take action to recover the cost of repair, or replacement at the marked RRP on the web site plus £35.00 administration fee. Please do take time to read the Terms and Conditions and if you have any questions, contact The Team.
You should not make any attempt to rectify the problem or have the outfit dry cleaned, but email The Team stating the exact issue.
When does the rental period begin?
The outfit will be delivered to you for the day you select on the drop down menu. We would suggest you order it to be delivered the day before your event.
How long is the rental period?
The default period is 2 nights. However you can select 5 or 8 nights if you wish for a small additional charge. If you would like to rent an outfit for longer, please contact The Team before you rent.
What if my rental period ends on a Sunday or Bank Holiday?
Rental periods are based on working days. Should you rent an outfit for a Friday and Saturday, and the period ends on the Sunday, please return the outfit to the Post Office for delivery to us on the next working day.
Place the outfit(s) into the bag or box you received them in, seal and use the return address sticker and provided postage.
Do you deliver outside of the UK?
No. That-Dress is a UK service only.
Is it all right to keep the outfit for longer?
The rental period is the number of days selected at the time of ordering. This forms part of the contract as defined in the Terms and Conditions. Please do not delay returning outfits as someone else maybe waiting for it to be cleaned and shipped to them to wear to their special event.
Payment is by credit or debit card online or over the phone.
Yes. Our merchant acquirer is Nat West Streamline and our payment provider is Sage Pay. Sage Pay is audited by an independent auditor on a regular basis to ensure that we comply with the latest security standards set out by Visa and MasterCard.
You will note during the payment process the padlock.Th is located in a different area of the payment page screen depending on the internet browser you are using – it can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen. This padlock shows that your details are collected using 128 bit SSL technology.
Once you have entered your card details, Sage Pay will securely send these details to the bank to be authorised. This is a completely secure process and we ensure that your details cannot be accessed by a third party.
How will I know my payment has been authorised?
When you pay for your online order you will be sent to either a successful payment page, which will notify you that your payment has gone through, or a failed payment page advising you of the step you will need to take and/or the reason why your payment failed.
You may also receive a confirmation email from the Sage Pay system which confirms the status of your transaction or this may come from the website directly. Finally you will receive confirmation of your order from That-Dress.
Refunds are to your Visa or MasterCard debit or credit cards and are processed no later than seven days after the Return Date of your contract.
All the sizes currently available are listed on the website. This will be different from outfit to outfit. As we grow, and our knowledge of our customers grows, so will our size range and the lines we carry. As ever, please feel free to contact The Team if you would like to suggest or ask for sizes or lines and we will see if we can acquire them in the future.
All the dresses are purchased new direct from our retail partner, design partners and agents. We use a specialist cleaning service to keep them fresh, and in tip top condition, and when a dress starts to look like it has attended one too many party, it will be retired.
We use a specialist cleaning service to keep them fresh, and in tip top condition, and when a dress starts to look like it has attended one too many party, it will be retired.
As an e-tailer we live in a magical space in the sky. We shall aim to be available when it is convenient for you our customer. Our scheduled hours are Monday to Friday 8.00am – 2.00pm and 4.00pm – 9.00pm. on Saturdays we operate from 9.00am – 3.00pm and on Sundays we catch up on paper work, snoozing and a movie.
It may be that we are not always available, if for any reason this is the case, please leave a message and we shall get back to you.
You’ve mentioned contacting the team several times, remind me how I can that?
You can telephone us on 020 8123 6226 or email us at theteam@that-dress.net
Remember, take the stress out of shopping. Rent That-Dress.
