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Rental Rules

At VONA, we are dedicated to offering a diverse selection of high-quality dresses, helping every customer feel confident and elegant for their special occasions.

As a small dress rental business, we strive to provide excellent service while treating every customer fairly and respectfully.

Because our dresses are reserved exclusively for each booking, once your order has been confirmed and enters the shipping or pickup process, we are usually unable to rebook the same dress for another customer on the same date. Therefore, we are unable to offer exchanges, cancellations, or refunds after an order has been confirmed. We sincerely appreciate your understanding.

In addition, each order requires significant time and care for professional cleaning, preparation, packaging, and shipping to ensure every dress arrives in its best condition.

Thank you for supporting and understanding our small business. We look forward to being part of your special moments.

Our dresses are rental garments, which means you may notice signs of previous wear when you receive your order. As part of the normal rental and wearing process, some dresses may show minor wear and tear, which is considered normal.

Possible signs of wear may include:

  • Micro pulls
  • Small loose threads
  • Minor knicks to fabric
  • Stitching knicks
  • Slight fraying
  • Small or unobvious markings

We carefully clean, inspect, and prepare each dress after every rental and do our best to keep all garments in clean and well-presented condition. Where possible, minor imperfections will also be repaired and maintained to ensure the dresses remain in good wearable condition.

Thank you for your understanding and support.

If you receive your dress and find that it has severe damage or major stains that make it unwearable, we will offer a refund.

If this occurs, please take clear photos and contact us via email for confirmation as soon as possible.

To be eligible for a refund:

  • You must notify us within 12 hours of receiving the dress;
  • The dress must be returned within 24 hours of delivery.

However, situations like this are very uncommon. Every dress is carefully inspected before being sent out to ensure it meets our rental standards.

Please note that refunds will not be provided for personal preference reasons, including but not limited to:

  • The style does not suit your preference
  • The dress does not fit properly
  • Dissatisfaction with the appearance or design

We kindly ask you to understand the inherent risks of renting a dress without a prior fitting. To help reduce sizing issues, please carefully review the sizing guide and measurement instructions available on our website. You are also welcome to contact our staff during business hours for assistance.

Please ensure that the dress is returned within the agreed rental period. Late returns will result in the security deposit being withheld.

Please also note that orders placed using store credit are not eligible for refunds. In such cases, the corresponding store credit will be reissued for future use.

Orders that do not arrive before the scheduled rental start date will be assessed on a case-by-case basis. If your dress has not arrived before your rental period begins, please contact us immediately via email.

To help minimize shipping delays, we strongly recommend confirming your order at least 3 business days in advance. We ship orders on scheduled dispatch days each week, and this policy allows us sufficient time to prepare and send your order early to reduce the risk of delays.

Please also take into consideration possible delays with New Zealand Post and allow enough time for delivery.

The following conditions apply to delayed delivery situations:

  • If your rental item arrives on the day of your event after you have already left for the event, we will not provide a refund. In this situation, store credit may be offered as an alternative.
  • Orders with incorrect shipping addresses provided at checkout are not eligible for refunds.
  • If the recipient changes the delivery address while the parcel is in transit, any risks or delays associated with this action are the responsibility of the customer and will not qualify for a refund.
  • If your order is delayed because a previous renter returned the dress late, preventing us from shipping your order on time, a full refund will be provided. In such cases, we will contact you promptly with updates regarding the delay and expected dispatch timeframe.
  • Orders delayed due to shipping issues caused by New Zealand Post are not eligible for shipping refunds, as the postal service itself does not provide compensation or refunds for parcels that arrive after the estimated delivery date.

Where applicable, refunds will only be processed once the unworn item has been returned to us in accordance with our return requirements. The item must be correctly shipped back within 24 hours of delivery.

By agreeing to our dress rental agreement, you acknowledge and accept that we are not liable for delays caused by postal or courier services.