FAQs

Frequently Asked Questions

We're here to make your rental experience as smooth and enjoyable as possible. Here are some of the questions we get asked most often:

Renting Your Perfect Piece

  • How long can I rent an outfit for? Our standard rental periods are 3, 7, or 14 days, giving you flexibility for your event.

  • How much will it cost? The rental price is 15% of the Recommended Retail Price (RRP), plus a small £40 fee to cover professional cleaning and minor repairs, so your outfit arrives looking its best.

  • Why do I have to pay a deposit? We pour a lot of care into making and sourcing our unique outfits, and we hope you'll treat them with the same care while you're borrowing them! The deposit is in place as a safeguard, just in case an outfit is unfortunately damaged beyond minor repair or lost during your rental. This helps to cover some of those potential costs. Rest assured, if the outfit is returned in perfect condition or with only minor repairs, you will receive your full deposit back within 7 working days after its return.

  • What if an outfit I love isn’t available in my size? Don't hesitate to send us a message! If an outfit is proving popular, it's something we might be able to create in another size for future rentals.

  • What if I fall in love with an outfit and want it brand new in my size? Depending on the design, we may be able to create a completely new outfit tailored perfectly to your measurements at the normal full RRP. Please email us to discuss this possibility.

Ensuring the Perfect Fit

  • What if my outfit doesn’t fit when it arrives? To help avoid this, we strongly encourage you to visit our studio in Chelmsford if you have any concerns about the fit. We also ask that you carefully compare your measurements to those provided on our website. If you're unsure about anything, please send us a message – we're happy to help! For extra peace of mind, we offer a try-on service where we can send you the outfit for one day at a daily rate. Please get in touch to enquire about this option.

Delivery and Returns

  • What if my outfit doesn’t arrive on time? While we rely on postal services, if they unfortunately let us down and your outfit arrives late, we will refund you a daily fee for each day of delay.

  • How do I return the outfit? Returning your rented item is easy! You will receive a prepaid return label with your outfit, simply attach it to the packaging and drop it off at your convenience.

  • What happens if I don’t return the item on time? We understand that unforeseen circumstances can occur. If an item is 2 or more days late, a daily late fee of 5% of the RRP will be applied.

Cancellations and Care

  • What if I need to cancel my order? We offer a 14-day cooling-off period after you place your order, during which you can receive a full refund. If you cancel your order less than 28 days but more than 48 hours before your rental period begins, you will receive a credit for the amount paid (minus any shipping costs). Unfortunately, if you cancel with less than 48 hours until your rental period starts, we are unable to issue a refund or a credit note.

  • What if I damage or lose the outfit? Minor repairs, such as a zip or a split seam, are covered by your minor repairs fee. However, if the outfit requires more extensive repairs or complete remaking, you will be billed accordingly. In the unfortunate event that the rental item is damaged beyond repair or is lost, you will be liable to pay for the cost of the item. In cases of severe damage, this will be the equivalent of the pre-loved value of the item (between 50% and 80% of the RRP), determined at the discretion of Sugar Hound. 

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