Questions, answered

Frequently Asked Questions:

Booking

Q. How do I book a rental?
Find the garment you love, select your event date, and check out. Your booking is confirmed once you receive a confirmation email. No email means no booking, so if it hasn't arrived, check your junk folder and then get in touch.

Q. When can I order a rental?
For pickup orders: usually up until midday on the day of your event, but please message us first to check.
For postal orders: book at least 3 working days before your event. For weekend events (Friday–Sunday), the cutoff is 1pm Wednesday.

Q. What date should I select?
Select your event date. If you need the garment earlier (for example, you're travelling the day before), select the date you need it by instead.

Q. Can you hold a dress for me?
We can't hold garments without payment. Once you've booked and paid, it's yours for your dates.

Q. Can I change my order?
Yes, you can change your garment or dates before your order is posted or collected, subject to availability. Contact us as soon as possible. If you switch to a cheaper garment, you'll get a store credit for the difference. If you switch to a more expensive one, you'll just pay the difference.

Q. What if I need to cancel?
Cancel with at least 7 days' notice and you'll receive a full store credit. Cancellations with less than 7 days' notice aren't eligible for a refund or credit, as we've held the garment from other customers.

Q. I'm under 18. Can I rent?
Yes, but a parent or legal guardian needs to agree to our Terms and Conditions before you book.

Sizing and fit

Q. Can I try on before I rent?
We run limited try-on sessions at our Burnside garment room, and we announce them on our Instagram story (@byjessrentals), so give us a follow so you don't miss one. We don't offer postal try-ons.

Can't make a session? You've still got options:

• Ask for measurements or photos on. Just email us with the dress name and we'll send them through.
• Book a Back Up Dress. Add two dresses for the same date, use code BACKUP, and the cheaper one is 50% off.

Q. How does the Back Up Dress work?
Add your top two dresses to your cart for the same date and use code BACKUP at checkout. The cheaper dress becomes 50% off. Try both on at home, wear your favourite, and keep the tag on the other one. Return both together as usual.

Q. How do I know what size to book?
Each garment is listed in its brand size. The brand's own size guide is a good starting point, and we're happy to send measurements or photos of the garment on if you're unsure. If you're between sizes, the Back Up Dress is a great way to book both.

Q. What if it doesn't fit?
Unfortunately we can't offer refunds or credits for sizing or fit, as we've held the garment for you and prepared it for your booking. That's why we recommend asking for measurements or booking a Back Up Dress if you're unsure.

Delivery and pickup

Q. Where are you located?
We're in Burnside, Christchurch (5 minutes from UC and 8 minutes from the airport). We offer local pickup and overnight postage across New Zealand.

Q. How much is shipping?
$15 for overnight tracked shipping anywhere in NZ, including a prepaid return bag ($18 for rural addresses). Saturday delivery is available for an extra $4. Contact us before you book to arrange it.

Q. Do you ship overseas?
We only send rentals within New Zealand. Ex-rental items can be posted overseas, so contact us to arrange it.

Q. When will my rental be posted?
Postal orders go out on Tuesday or Wednesday, via overnight courier. We aim to get your garment to you at least one day before your event.

Q. What if my dress doesn't arrive in time?
If you booked before the cutoff and your dress is delayed by NZ Post for reasons outside both of our control, we'll give you a store credit (minus postage). Orders placed after the cutoff or less than 3 working days before the event aren't eligible, as we haven't had enough time to get them to you safely. To avoid delays, please choose the correct rural or non-rural shipping option, and use a non-rural address where possible.

Q. When can I pick up my rental?
Wait for an email saying your order is ready, then collect it during our pickup times, which are listed on our Local Pickups page and updated each Tuesday. If the times don't suit, get in touch and we'll try to work something out.

Q. Can I get it posted and drop it back, or pick it up and post it back?
Often, yes. It depends on the garment's next booking, so email us before you order and we'll let you know. Please don't post back a pickup rental without checking with us first.

During your rental

Q. How long do I get the rental for?
Our standard rental covers your event. Postal orders arrive at least a day before, and you return it the next working day after your event. Need it for longer? See Extended Rentals below.

Q. Can I get an extended rental?
Yes! Extended rentals are available for an extra fee depending on the garment and dates. Email us at byjessrentals@gmail.com for a quote.

Q. Can someone else wear my rental?
No, the garment is for your use only and can't be lent or shared.

Q. What condition will my garment be in?
Every garment is washed, inspected, steamed and sanitised between rentals. Some garments may have very minor marks from previous wear, and we'll let you know about any visible ones before you rent where possible.

Q. What if my garment arrives damaged?
Contact us with photos within 12 hours of receiving it, don't wear it, and return it within 24 hours using your original return method. If you do this, you'll receive a full refund. If you wear the garment to your event, you've accepted it in that condition.

Q. What if I spill something on it?
Don't try to clean it. Home cleaning can set stains and cause damage. Just return it as normal and let us know what happened. Most marks come out with our usual cleaning. If a stain needs professional cleaning, you'll be charged the cost.

Q. What happens if I damage the garment?
Accidents happen, so tell us straight away. Depending on the damage, you may be charged for repairs, cleaning or replacement (see our Terms and Conditions, Section 4, for details).

Q. Do you offer a damage waiver?
Our Damage Waiver is paused for now. We'll announce on Instagram when it's back.

Returns

Q. When and how do I return my garment?
Return it by the next working day after your event:

• Postal: take it to an NZ Post counter in the prepaid return bag by 1pm. Please don't use NZ Post drop boxes, as these are slower and will be treated as late.
• Pickup: drop it in the cream drop box with the black handle, outside the grey sliding door, by 5pm. Please don't leave it in our letterbox or at the front door.

Q. Do I need to return the bag?
Yes. Pickup bags must be returned with the garment, and unreturned bags incur a $30 replacement fee.

Q. What if I lose my return bag?
Contact us first so we know what's happening. You'll then need to buy a replacement bag and send it back using an overnight, tracked service at your own cost. Returns sent any other way may incur late fees.

Q. What if my return date is a public holiday?
Return it on the next working day. If it's a regional holiday only, let us know.

Q. What happens if I return it late?
Late returns are charged $20 per day. If your late return means we have to cancel another customer's booking, you'll also be charged the full value of that booking. Please note that passing your return to someone else (like hall staff or a family member) doesn't change your due date.

Payment and extras

Q. What payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, UnionPay and BJR gift cards.

Q. Do you sell gift cards?
Yes! BJR gift cards make a great present for birthdays, formals and 21sts. You can buy them on our Gift Cards page.

Q. Can I buy a dress instead of renting it?
Check out our Ex-Rentals section for garments we're selling. All sales are final, and any defects are noted in the listing.

Q. Do you offer discounts?
Sign up to our email list for 10% off your first rental, and check our BJR Deals page for current offers.

Q. How do I contact you?
Email byjessrentals@gmail.com or use our Contact Us page. We aim to reply within 2 working days.