Pick-ups in Epsom Auckland or $10 Overnight Return NZ Wide

FAQ

How long have you been operating?

We have been operating since March 1 2019.


How can I contact Rabbit Borrows?

We aim to respond to all emails within 24 hours - hellow@rabbitborrows.com

How does this all work?

We offer our garments to rent for a 1-3 day period for a fraction of its retail price. For specific details, please visit our How it works page here.


What if the dress doesn’t fit or doesn’t look like it does on the model?

Unfortunately we can not provide you with a refund for the sizing or variation to our images.


Our stock images closely resembles what the garment actually looks like, if there is any colour variation due to the lighting or filter of the images we will provide details in the description. We aim to provide a very detailed description of the item including suggested sizing to ensure that you have the best understanding you can have of the item before renting. If the garment is damaged or has any wears and tears we will ensure it is mentioned.


We also have a postal try-on option available for a flat rate of $25 excluding postage to ensure that the dress is to your liking and fit.


Please feel free to look at third-party sites for other images of the garment, we provide full details for each item including name, designer and sizing so tha - also refer to our Instagram (@RabbitBorrows) to see our clothes in action.

 

There was an error in my order/How can I make changes to my order?

If you’ve made an error please submit a request to hello@rabbitborrows.com and detail the specific changes that need to be made. We are pretty quick at processing and packing your order, so please get in touch ASAP and we may be able to amend your order if it hasn’t been processed and packed yet.


An item I love isn’t available in my size/preferred colour. Can you help?

Of course. If there i san item online that you would love to hire and your size is not available, contact us three or more weeks out before you need the item, and we can try our best to find it for you.


I don’t know how to style my items. Can you help?

We thought you’d never ask! We’re happy to help ensure you’re looking your best and feeling confident in your item/s from Rabbit Borrows. We offer a complimentary virtual styling service. We’re happy to recommend other items from our store to go with your purchase as well as staples you may have in your wardrobe. Email us at hello@rabbitborrows.com RE: Virtual Styling. Our Virtual Styling can take up to 48 hours to respond.



Do you have a store that I can come and visit?

Unfortunately we are currently only trading online. We however, have postal try-on options available on our website.



Shipping & Returns

How does your shipping process work?

We deliver all our garments via NZ Post using their overnight courier. All our return orders include a prepaid postage bag for you to return the dress in.


Will I need to be home for my delivery?

No. All parcels are delivered without signature. Please email us prior to booking your rental at hello@rabbitborrows.com if you need a signature for your parcel, an additional $3 will incur.


How do I track my order?

We will send you the tracking details once we’ve processed your order - all you need to do is check your email and the tracking code will be sent you directly once your item/s have shipped.

 

When will the the garment arrive?

Your order will be sent out 5 days prior to your date you wish to rent the item. Your item will be tracked, and will also have overnight delivery so you should expect to have your outfit the next day from Rabbit Borrows.



What are my shipping options?

Return NZ Wide Overnight Courier (excl rural)

$10

Return NZ Wide Saturday Delivery (for Friday orders, excl rural)

$15

Return NZ Wide Rural Shipping

$18.50

One way courier (Pick up + Postage Return)

$5


Can I pick up or drop off?

Yes. Our office hours are currently every Thursday 5:30-7:30pm. All customers who select the pick up or drop off option are required to pick up and/or drop off garments during those hours at our Auckland HQ in Epsom.**


Other times may be arranged, please email us at hello@rabbitborrows.com to confirm an alternate time prior to making your order.


***For Auckland Uni students, or customers who study/work in close proximity to the University, we can arrange pick-up/drop-off on/near campus during the week.

 

How do I return my garment?

If you have selected a return shipping option there will be a prepaid postage bag inside your parcel. Simply place the garment into the prepaid bag and drop it off at your nearest NZ Post shop. Please ensure that your parcel has been scanned when you are dropping it off. Do NOT put it into the grey drop off boxes. The scanning allows us to track when the parcel has been dropped off - we calculate late fees using the scanning updates as reference.


Depending on your location there may be alternate options such as


When do I return my garment?

All garments must be returned (before 2pm) on the business day following the rental date (date you selected when booking). 

 


What happens if I return my garment late?

If the parcel has not been returned to the post office on the business day following your rental, Rabbit Borrows holds the right to charge a late fee of $25 per day.