Terms of service
Welcome to The Label Hire! The terms “we”, “us” and “our” refer to The Label Hire. The Label Hire operates this store and website, including all related information, content, features, tools, products and services in order to provide you, the customer, with a curated shopping experience (the “Services”). The Label Hire is powered by Shopify, which enables us to provide the Services to you.
The below terms and conditions, together with any policies referenced herein (these “Terms of Service” or “Terms”) describe your rights and responsibilities when you use the Services.
Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability.
By visiting, interacting with or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy [LINK]. If you do not agree to these Terms of Service or Privacy Policy, you should not use or access our Services.
TERMS AND CONDITIONS
By hiring from The Label Hire, you acknowledge and agree to the following Terms and Conditions. Please read them carefully prior to making a booking.
RENTAL PERIOD
The hire period commences on the first date of the confirmed booking and concludes on the final date of the booking. Both delivery and return days are included within the hire period.
For example, where a four (4) day hire is booked from Friday to Monday, Friday is the delivery or collection date and Monday is the return date.
Customers are strongly encouraged to schedule their delivery or collection one to two (1–2) days prior to their event date.
ELIGIBILITY
Bookings may only be made by individuals aged 18 years or over.
If the hirer is under 18, a parent or legal guardian residing at the same address must make the booking on their behalf.
GARMENT CARE & CLEANING
All garments must be returned in the same condition as when hired, subject to reasonable wear.
Customers are expected to take care when wearing hired garments, including avoiding excessive exposure to fake tan, makeup, perfume, food and beverages.
Do not attempt to wash, dry clean, steam, or otherwise clean the garment yourself.
Do not alter, tailor, pin, or modify the garment in any way.
If a garment is returned with staining or damage that cannot be rectified through professional cleaning, additional charges will apply.
Where a garment is assessed as irreparably damaged, The Label Hire reserves the right to charge the full recommended retail price (RRP) of the garment, in addition to the hire fee. Upon payment, ownership of the garment will transfer to the customer.
If payment for an irreparably damaged garment is not received within 28 days from the return date, The Label Hire may refer the outstanding amount to a third-party debt collection agency. Any reasonable recovery costs, fees or charges incurred will be payable by the customer, and The Label Hire accepts no liability for those costs.
POSTAGE & DELIVERY
All postal hires are dispatched via Express Post.
For hires requiring postage, bookings should be placed prior to 3:00pm Tuesday to allow adequate time for arrival before weekend events.
Tracking details are provided during the week of the scheduled hire period. Once tracking information has been issued, it is the customer’s responsibility to monitor the delivery status of their parcel.
While all orders are dispatched promptly, The Label Hire is not responsible for delays caused by Australia Post or other courier services.
PICK-UPS
All pick-ups are strictly by appointment.
Customers will be notified when their garment is ready for collection and provided with all relevant details.
DAMAGE & LOSS
Any damage sustained during the hire period must be reported immediately to The Label Hire.
If a garment is returned with:
- fake tan staining
- makeup staining
- tears
- burns
- broken zippers
- missing components
- fabric damage
- water damage
- odours including smoke
- unauthorised alterations
- excessive staining beyond normal wear
the customer will be liable for all reasonable repair, specialist cleaning or replacement costs.
The Label Hire reserves the right to document the condition of garments prior to dispatch and upon return for quality control, record keeping and dispute resolution purposes.
RETURNS
Postal hires must be lodged via Australia Post Express Post by 4:00pm on the final day of the hire period using the prepaid return satchel provided.
Local pick-ups must be returned to our Idalia, Townsville location by 5:00pm on the final day of the hire period unless otherwise agreed in writing.
Customers are responsible for obtaining and retaining proof of lodgement and tracking information for all postal returns until the garment has been safely returned to The Label Hire.
Late fees of $30 AUD per day, per garment apply from the first day the garment becomes overdue.
Late fees are automatic, non-negotiable, and agreed to at the time of booking.
Failure to use Express Post, failure to lodge the return by the required time, failure to monitor tracking updates, or failure to collect deliveries does not remove the customer’s responsibility to return the garment within the agreed hire period.
The Label Hire is not responsible for delays caused by:
- customer unavailability
- missed deliveries
- travel plans
- parcel collection delays
- incorrect addresses supplied by the customer
- parcels returned to sender
- failure to monitor tracking updates
Where a late or incorrect return impacts a future booking, The Label Hire reserves the right to recover any associated losses incurred as a result.
Where a garment has not been returned within 14 days of the required return date, it will be deemed non-returned. In such circumstances, The Label Hire reserves the right to charge 150% of the garment’s full recommended retail price (RRP), in addition to any applicable late fees.
The customer acknowledges that late returns may impact subsequent bookings and cause financial loss to The Label Hire.
Failure to retain proof of lodgement may result in the garment being treated as unreturned until confirmed delivered to The Label Hire.
INCORRECT OR LATE RETURNS
If a garment is returned incorrectly (including but not limited to late returns, incorrect address, or standard post instead of express), The Label Hire reserves the right to charge compensation fees.
Where an incorrect return results in a subsequent booking being cancelled or refunded, the customer will be liable for the loss incurred.
REFUNDS & CANCELLATIONS
Refunds are not provided for change of mind, event cancellations, incorrect sizing, or booking errors made by the customer.
Refunds are not provided for courier delays where garments were dispatched within the required timeframe.
At the discretion of The Label Hire, a store credit (valid for 12 months) may be issued in lieu of a refund.
Store credits are issued for the hire value less a $30 cancellation fee.
To be eligible for a store credit, the garment must be returned via Express Post or drop-off before 5:00pm Friday, unless the delay was due to late delivery.
LATE DELIVERIES
Where a delivery is delayed due to courier fault, customers may be issued a store credit equal to the hire value plus 10%, excluding postage costs.
Refunds are not issued for courier delays.
TRY-ON APPOINTMENTS
A $10 non-refundable booking fee applies to all try-on appointments.
This fee will be deducted from the hire price if a garment is booked within 48 hours of the appointment.
Try-on appointments do not reserve or secure garments.
Availability cannot be guaranteed; customers must advise in advance which garments they wish to try on.
PAYMENT
Garments are only secured once full payment has been received.
Deposits are not accepted.
Cash payments are accepted.
CHARGEBACKS & PAYMENT DISPUTES
By proceeding with a booking, the customer acknowledges that they have read and accepted these Terms and Conditions.
The customer agrees not to initiate invalid, unreasonable or unjustified payment disputes or chargebacks in relation to valid charges incurred under this agreement.
The Label Hire reserves the right to provide supporting evidence to financial institutions and payment providers in response to any dispute, including:
- booking confirmations
- tracking records
- invoices
- customer communications
- proof of delivery
- proof of acceptance of these Terms and Conditions
Any chargeback found to be fraudulent or made in breach of these Terms may be referred to a debt recovery agency.
AUTHORITY TO CHARGE
By completing a booking with The Label Hire, the customer authorises The Label Hire to charge the original payment method used for the booking for any amounts owing under these Terms and Conditions, including but not limited to:
- late return fees
- damage fees
- specialist cleaning fees
- replacement costs
- unpaid postage fees
- recovery costs arising from breach of these Terms
The customer agrees that such charges may be processed without further notice where reasonably required to recover amounts owed under this agreement.
IDENTIFICATION
The Label Hire may require the provision of valid government-issued photo identification as a condition of securing a booking.
Reasonable attempts will be made to contact the customer prior to the commencement of the hire period to obtain the required identification. Where identification is not provided within the requested timeframe, The Label Hire reserves the right to cancel the booking without notice.
LIMITATION OF LIABILITY
To the extent permitted by law, by entering into this hire agreement you acknowledge and agree that The Label Hire will not be liable for any loss, cost, damage or expense suffered by you, whether direct or indirect, arising from or in connection with the hire of any garment. This includes, but is not limited to, loss resulting from cancellation, non-delivery, late delivery, or the condition or suitability of a hired garment.
This exclusion extends to any financial loss, disappointment or emotional distress, except where liability cannot be excluded under the Australian Consumer Law.
GOVERNING LAW
These Terms and Conditions are governed by the laws of Queensland, Australia. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Queensland.
NO WAIVER
Any failure by The Label Hire to enforce any part of these Terms and Conditions on one occasion does not waive our right to enforce them on future occasions.
These Terms and Conditions are to be read in conjunction with our Shipping Policy, Return & Refund Policy and Privacy Policy.
Questions about the Terms of Service should be sent to us at thelabelhire@outlook.com.