FAQs

WHAT IF I DAMAGE MY OUTFIT BEYOND REPAIR?

Please look after your outfit as if it’s your own, but if you do damage your rental you may be liable to pay a fee. Most damages are easily repaired, e.g. a ripped seam, but sometimes outfits get damaged beyond repair. In these cases we reserve the right to review each case individually and we will investigate any damages before informing you of the next steps and of any charges. We may charge customers up to the full retail value of the outfit to cover replacement costs.

If you do damage an item, please can you email our customer service who will be able to assist you on the next steps.

DO YOU OFFER REFUNDS?

If your suit is unsuitable, please notify customer service within 48 hours of your delivery by emailing help@rathbonestailor.com to receive a refund. The suit must still have the security tags attached to be classed as unworn. Any items returned without the security tags will be classed as worn and you may not be eligible for a refund. 

Please note that we reserve the right to not refund you if you notify us after 48 hours.

CAN I PURCHASE INSURANCE FOR MY RENTAL?

At checkout you have an option to add insurance to your order - this means if an item is damaged during your rental period you are not liable to pay charges. Please note that insurance doesn’t cover against loss, theft or damage beyond repair.

WHAT IF I ACCIDENTALLY DAMAGE OR MARK MY OUTFIT?

We understand accidents can happen, but we also want to keep our items in excellent condition for other customers. You may be liable to pay a fee if you damage or mark your item - we reserve the right to review each case individually. We will always contact you before raising charges.

Please do not safety pin your rental(s) as this often causes holes in the garments.

Email help@rathbonestailor.com as soon as possible if you damage your item, and they can assist you on the next steps.

You are able to purchase insurance at checkout for each item, which covers minor damages.

DO I CLEAN MY ITEM BEFORE RETURN IT?

Please don’t worry about cleaning your item - we will do it for you! Our warehouse professionally dry cleans all our items, so everything is basically brand new for the next customer.

HOW FAR IN ADVANCE CAN I MAKE A BOOKING?

You can make a booking up to a year in advance! Please make sure you book out your favourite looks as early as possible to avoid disappointment.

MY RENTAL PERIOD ENDS ON SUNDAY?

If your rental period ends on Sunday, and you are unable to find a drop-off point that is open, please return it on the following Monday by 12pm.

DO I NEED PROOF OF POSTAGE?

Please keep your proof of postage in case anything happens with your return. If you do not have proof you returned your order, it could be classed as unreturned and you may be liable to pay fees if your item does get lost.

MY ITEM HAS ARRIVED EARLY - IS THAT A MISTAKE?

No definitely not - we often send items out as early as possible to give customers more time to try on their garments. Your original booking will not be impacted, your rental dates are still the same, and you will not be charged any extra for the additional days you have the outfits.

For example, if your dress was due to arrive on a Wednesday, but it actually arrives on the Monday - you get 2 extra days for free, your rental period remains exactly the same as your original booking.

CAN I CANCEL MY ORDER?

If you need to cancel your order please email help@rathbonestailor.com. Please cancel your order with at least 72 hours notice before your delivery date for a full refund. Orders cancelled with less than 72 hours will only receive a 50% refund.

DO YOU HAVE A PHYSICAL STORE?

We don't have a physical store - we're only online.

CAN I EXTEND MY RENTAL PERIOD?

If you need to keep you rental for longer, please email help@rathbonestailor.com and we will organise a rental extension for you.

HOW DO I RETURN MY ORDER?

To return your order, simply stick the returns label provided on your box and drop your order off at a DPD drop off point. You can find the nearest one to you here: https://www.dpd.co.uk/apps/shopfinder/index.jsp

WHAT IF I RETURN MY ORDER LATE?

You will be charged £10 every day your order is late up to 14 days. After 14 days if you have still not returned your order then you will be charged a £600 replacement fee. 

DO YOU OFFER EXCHANGES?

If you need to exchange something in your order, please email us at help@rathbonestailor.comn and we can organise an exchange for you. 

Please note we offer one complimentary exchange per order unless it is a group booking, in which case we offer one complimentary exchange per person. If you need more than one exchange then you may have to pay shipping costs.