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Frequently Asked Questions

  • What is Louer at Charlotte & Tess?
    Louer is our brand new clothes Rental facility at Charlotte & Tess. Here, you have the option to rent your favourite items at a fraction of the retail price instead of purchasing to wear once. We are helping you save money, wardrobe space and helping you do your bit for the planet.
  • Does Louer have a physical store?
    We are predominantly an online clothes boutique; this allows us to offer our services UK-wide.
  • What Condition Will My Garment Arrive?
    All our items are either brand new or in near-new condition. We ensure strict quality control checks to ensure that our customers are fully satisfied with the condition of their outfit when it arrives. If your outfit is delivered and you are not happy with its condition, please reach out to us immediately and we will do all we can to send you a replacement or provide a full refund.
  • How Long Can I Rent an Outfit for?
    You can make a reservation for between 4 and 10 days. Simply select your preferred rental length and your delivery date when making your booking. We suggest making your delivery date 1-2 days before your event date, noting that we cannot guarantee delivery on a Saturday. Your outfit will be delivered to your door by 5pm via Royal Mail on your selected 'delivery date' and you are required to post the item back to us by 12pm on the last day of your rental period ('return date'). If your return date falls on a Sunday or Public Holiday please post the item by 12pm on the next working day. You can of course return your garment to us sooner than your return date, however please do not return it any later. Example: you make a 4-day rental booking and select your delivery date to be Friday. Friday counts as the first day of your booking, Saturday as the second, Sunday as the third, and Monday as the fourth. In this scenario, you are required to drop your pre-paid mailing bag into your local Post Office no later than 12pm on the Monday. If you require your outfit for an extended period of time (i.e. more than 10 days), please contact our customer care team who will be happy to agree a price and make a reservation for a longer duration.
  • Should I dry clean my garment before returning it?
    No, under no circumstances do we recommend that you try to clean your garments. Simply return them to us using the pre-paid mailing bag and we will take care of the rest.
  • What should I do if the item I ordered is creased on delivery?
    We do our best to ensure that every outfit arrives wrinkle-free, however if your outfit has become creased in transit, please try steaming the garment on a low heat. Alternatively, you can hang the outfit in a steamy bathroom and the steam will naturally de-crease it for you. Please ensure you hang the item where it can't accidentally get splashed. If you feel you still need to steam or iron your outfit, please reach out to our team who will advise on the best method based on your specific outfit.
  • What happens if I accidentally damage my garment?
    We include in the rental price £50 accidental damage cover which will cover you for any minor damage. In the rare circumstance where the repair costs exceed this amount, we will ask you to pay the difference. For example, if the repair cost is £90, we'll ask you to pay £40. For obvious reasons we ask that you do not use fake tan whilst wearing our garments as they can become easily spoiled. Please also be careful with make-up.
  • What happens if my garment is damaged beyond repair?
    On very rare and unfortunate occasions, you may damage your garment beyond repair. If this happens, please don't panic - we are here to help and work out the best solution for you. Simply return your item to us using the pre-paid mailing bag no later than your return date and once received, we will assess the most appropriate action. Under no circumstance should you attempt to clean or repair the outfit yourself. Whilst we will do all we can to fix any damage, if the outfit is damaged beyond repair, you will be liable to pay the full retail price of the item (as listed on our website).
  • What happens if my garment is lost?
    Where items are lost, or not returned to us within 14 days of your 'return date', you will be liable to pay the full retail price of the item (as listed on our website).
  • What happens if my garment is unavailable on my chosen dates?
    Whilst it is rare, there are some circumstances where by your chosen outfit may become unavailable (i.e. the outfit has been damaged by a previous customer and we've been unable to source a replacement, or the outfit has not been returned in time by the previous customer). As soon as we become aware of such instances, we will notify you and will also offer an alternate option (subject to availability), completely free of charge or offer a full refund.
  • Can I request a garment not currently on the website?
    If a particular outfit, size or designer/brand is not featured in our collection, please feel free to contact us and we will see what we can do. Although we can not provide any guarantees, we are always on the lookout for the best selection of designer outfits to stock and are continuously wanting to ensure our customers are satisfied.
  • Can I cancel my order?
    In order to cancel or change your order once it's been placed, please contact our customer service team. Cancellations made 14 days in advance of your delivery date are eligible to receive a full refund. Cancellations made within 14 days of your delivery date will receive a refund for any postage and packing costs and a hire credit for the remaining value of their order. Cancellations made once your outfit has been dispatched will receive a hire credit to the value of their order, less any postage and packing costs.
  • What if my rental outfit arrives before my expected delivery date?
    Where outfits are available, we aim to deliver orders a day or two in advance of your chosen delivery date to ensure that you have your garments in plenty of time for your special occasion. If this happens, please consider this a bonus - the first day of your rental still commences on your original chosen delivery date.
  • My outfit hasn't arrived in time?
    We do all we can to ensure that your chosen outfit arrives on your selected 'delivery date'. In rare circumstances that your dress doesn't arrive within the specified deliver time, please contact our friendly customer care team immediately and we will do all we can to help.
  • What if I don't like the item I have rented?
    What if the rented designer outfit doesn't fit, or I simply don't like it? We understand that there will be times when our garments don't suit you as you expected. If your item arrives and you feel it is unsuitable, please contact us immediately and we will either look to send you out a new size or style (if timing permits), or we will offer a hire credit (less return postage and packing costs). If you decide to return your outfit to us, to be eligible to receive a rental credit you must send your garments back to us within 24-hours with all tags/security ribbon still in-tact. If an item is not returned in the above time frame, or with the tags/security ribbon removed, we will assume the item has been worn and you will not be eligible to receive a hire credit.
  • What happens if I return my items after my agreed "return date"?
    We offer a minimum 4-day rental period to ensure you have sufficient time to wear and return your item within the agreed time lines. If you do happen to miss your return date and send your garment back late, then a late fee of £10/day applies. Where an item is not returned within the 14 days following the agreed return date, we will assume the outfit has been lost and we reserve the right to charge you the full retail price of the item (as listed on our website), less any late return fees already charged.
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