SPELL HIRE FAQ’S

1. What date do I select for my hire booking?

For weekend orders, simply select your hire event date – Monday. 
For weekday orders, simply select your hire event date – to the following day.

2. What is the postage time frame? 

Our hire parcels are sent on different days of the week. Lodgement dates rely on multiple factors such as the previous weekend return, dry cleaning, time of order etc. If you have a specific delivery day in mind, ensure this date is written within your order notes and we will do our best to accommodate.

Click here to calculate your delivery period. Enter our Post Office suburb 5043 Park Holme – to your personal postcode.

You can track your order here by entering your tracking code.

As we use Australia Post, the responsibility falls entirely on Australia Post to deliver on time. We cannot be held responsible for Australia Post delays, redirection routes or rules. Responsibility for incorrect shipping address’ is at the customer expense. 

3. What happens if the outfit is damaged when I receive it?

Garments go through quality checklists prior to each hire and are photographed at such time. Our team treat every single hire garment with the utmost care. It is highly unlikely that any damage will be missed, alas, we are human. In the very unlikely case that you have received a faulty garment, please contact us immediately upon delivery. You will be required to send pictures of the area with proof of time. Depending on the severity of the damage, we may offer a discount code or credit to compensate. Postage fees are non-refundable. If you fail to contact us immediately after delivery and/or only contact us to report the damage after time has passed/wear, we will not accept these are new faults and the client will be held liable. The client may be charged for repairs and/or replacement. 

We always recommend purchasing our Insurance with your order. This way you are covered if minor damages occur on your end. If you have damaged your garment, simply forward images of the damage with a brief description immediately. It is still important to return the garment on time or fees will apply. The garment will be examined by our team once it has been returned. Mending fees, dry cleaning fees, the RRP or value of the item may be charged if LWNH’s Insurance option was not selected at checkout. More information on what the Insurance covers can be found here.


4. Where is my parcel?

Our parcels are registered and fully trackable with Australia Post. Monitor your parcel every day to ensure there are no delays. Parcels that do not have enough delivery address information will be delayed. 

5. My posted order has not arrived on time. What happens now?

Keep an eye on your tracking code and if you are concerned it won’t be delivered in time, contact Australia Post on 13 76 78. If we have evidence showing the parcel was lodged on time at our end, we are unable to offer a refund. If the delay is purely due to Australia Post not fulfilling their duty, we still require that you lodge the return of the parcel by the end of your hire period as advised in our Terms & Conditions. In any other case, you must still lodge the return of the parcel by the end of your hire period unless otherwise agreed upon by LWNH.

6. I can’t find my parcel. What do I do?

Orders placed with LWNH include tracking and postal insurance. When a parcel has been marked ‘ delivered ‘, it is no longer covered under our postal insurance. It is your responsibility to ensure there is a safe delivery. Do not allow the parcel to be left in an open space. If the incorrect address was supplied on your order please contact LWNH immediately. If the parcel has already been lodged by LWNH, you will need to contact Australia Post immediately. If the delivery has already been made and is lost/stolen after delivery, you authorise LWNH to charge your credit card (or hire fee payment method) up to an amount of 200% of the entire original retail value of the product