Terms & Conditions

The booking will only be finalised when we receive full payment for the garment. No bond is required for the garments, however, if there is any damage or staining, additional payment to cover costs will be required.

For Adelaide-based hires, the standard hire period is 3–4 days. Weekend hires may be collected from Thursday or Friday and must be returned to Glenalta by 5pm Monday. Weekday hires (Monday–Thursday) must be returned by 5pm the following day unless otherwise agreed. Postal customers select their event date when booking. HIRED by Em will arrange dispatch ahead of the event based on the required shipping timeframe. A garment arriving earlier than expected does not change the agreed hire or return period. Postal hires must be lodged for return on the next available business day following the hire period, unless otherwise stated in your booking confirmation. If you are unable to return a garment by the agreed date and time, please contact us as soon as possible via Instagram at @hiredby.em. Late returns may incur a fee of $10 per day until the garment is returned, up to a maximum of 10 days. After this time, the garment may be considered lost and the reasonable replacement cost may be charged.

We offer free in-person try-ons by appointment at Glenalta, SA 5052. You’re welcome to try on as many pieces as you like, subject to availability. Try-on appointments do not reserve a garment. A hire is only secured once the booking has been completed and paid in full.

Local collection and returns are available from Glenalta, SA 5052. We also offer Express Post within Australia. Shipping costs are additional to the garment hire price and will be shown during the booking process. Postal customers select their event date, rather than a dispatch date. HIRED by Em will calculate the required dispatch timeframe based on the event date and shipping destination. Customers are responsible for returning postal hires within the timeframe provided in their booking confirmation. Delivery estimates provided by postal or courier services are estimates only and delays can occasionally occur. If there is an issue with your delivery, please contact us as soon as possible so we can assist with tracking and available options.

DO NOT ATTEMPT to clean a garment if you have stained it. Any significant damage, stains, or alterations will incur additional fees or the cost of replacement value. Cleaning is included in the hire price; however, excessive stains or damage may result in additional cleaning or repair fees. If a garment is lost, stolen, or damaged beyond repair, the customer must pay the full replacement cost (RRP in addition to hire price).

All garments hired from Hired By Em are provided in a reusable garment bag to help protect the dress during transport and storage. These bags remain the property of Hired By Em and are not intended to be kept by the customer. A $5 replacement fee will apply if the garment bag is not returned with the hire item upon return. This fee helps cover the cost of replacing and maintaining garment bags for future hires.

Cancellations made more than 48 hours before the scheduled hire start date are eligible for a full refund. Cancellations made within 48 hours of the scheduled hire start date are not eligible for a refund but will receive the value of the hire as store credit. Cancellations made on or after the hire start date are not eligible for a refund or store credit for change of mind.

Postal bookings may only be cancelled before the garment has been dispatched. If a cancellation is received more than 48 hours before the scheduled dispatch date, the booking is eligible for a full refund. If a cancellation is received within 48 hours of the scheduled dispatch date but before the garment has been dispatched, the value of the hire will be provided as store credit rather than a refund. Once a postal order has been dispatched, the booking cannot be cancelled and is not eligible for a refund or store credit due to change of mind, incorrect sizing, changed plans or no longer requiring the garment. This cancellation policy does not limit any rights or remedies you may have under the Australian Consumer Law.

Australian postal hires are sent via Australia Post Express with tracking provided. Bookings must be made with enough notice to allow a minimum of 6 business days before the event date for dispatch and delivery. The website will automatically determine whether there is enough time to fulfil the booking. A return satchel with our return address will be included with your order. Customers are responsible for the cost of return postage and must return the garment via Australia Post Express. Returns must be lodged over the counter at an Australia Post outlet on the next available business day following the hire period. Customers should retain their lodgement receipt and tracking information until the garment has been received back by HIRED by Em. Delays caused by a return not being lodged within the required timeframe may result in late fees.

Personal information provided during your booking, including your contact and delivery details, will only be used to manage your booking, payment, delivery and communication with HIRED by Em. We do not sell or disclose your personal information to third parties except where required to fulfil your booking or by law.

To protect the fit and condition of each garment for future hires, no permanent alterations (cutting, unpicking seams, re-hemming, etc.) may be made to a hired piece. Temporary adjustments such as safety pins, fashion tape or clips are fine, provided they don't leave marks or damage the fabric.

If a garment is returned with unauthorised alterations or damage caused by an alteration, the customer will be charged the cost of repair or, if it can't be repaired, the full replacement value.