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Our Policies

​Louer by Charlotte and Tess ('C&T, 'we',' our', 'us') respect the privacy rights of our online visitors and regard highly, the importance of protecting private and personal information collected. Our privacy policy guides how we collect and store and use the information taken from you.



Under 18's

Must ask a guardian or parent to read the privacy policy and terms and conditions and give permission to rent from Louer. By visiting Louer, you accept our privacy policy and terms and conditions.



Personal info collected

To register, we need your name, email, phone number, home address, shipping and billing addresses so that payments can be made and taken, for purchase fees and payments. We may also obtain information as a result of authentication or identity checks.


Information stored with Louer at Charlotte and Tess.

We will always endeavour to maintain safeguards and ensure the security, integrity and privacy of the information you have provided. When you access your account, we use a secure socket layer (SSL) encryption which encrypts your information before it is sent to us, to protect it from unauthorised use.

How your info may be used?

Louer at Charlotte & Tess may use your personal information for making and receiving payments and managing your account. Your personal info may also be checked with credit agencies to prevent fraud and when legally necessary, we may disclose your info to a relevant regulatory body. We may also use your information to send you marketing updates, but only if you are in agreement with this. We do gather information about statistics and site traffic, but your personal details will never be passed on. We may use personal information for internal marketing, demographic studies, to keep our platform the best it can be. At all times, you may choose to opt out of receiving marketing emails and/or SMS from Louer.



Where and how do you ask questions or file a complaint?

To ask questions or to file a complaint, please contact us directly via email at

What if the rented designer outfit doesn't fit, or I don't like it?

We understand that there will be times that our garments may not 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.




You acknowledge and agree that we may place limits on the rental or purchase of Inventory Items, including but not limited to restricting orders placed under a single customer account, payment card or billing or shipping address. We reserve the right to limit, cancel or prohibit any rentals or sales of Inventory Items for any reason in our sole discretion, including but not limited to availability and geographic concerns.


All deliveries will be through Louer's shipping partners, which may change from time to time at our discretion. We will, through our platform, through our shipping partners or otherwise, provide you with information about estimated delivery and arrival times of Inventory Items.



Customers will also be entitled to make payments for items via STRIPE. For users of STRIPE, the STRIPE Connected Account Agreement, which includes the STRIPE Terms of Service (available here (together the “STRIPE Services Agreement”) is applicable to you and by accepting these Terms and Conditions you are agreeing to be bound by the STRIPE Services Agreement as well. By agreeing to make a payment via STRIPE, you represent and warrant to us that any details and information you provide to us are neither fraudulent nor inaccurate and you authorise us to share such details and information with STRIPE.


We will despatch your rented Items to your Secure Shipping Address, if your order is received by 12pm on a business day in the United Kingdom or ROI. Orders placed after 12pm on a business day in the United Kingdom, or on a weekend or public holiday, will be processed on the following business day in the United Kingdom and will be despatched for delivery once processed. The date on which we expect to deliver a rented Inventory Item to your Secure Shipping Address will be set out in the online invoice for your rental order (the “Expected Delivery Date”).



Upon delivery, you bear responsibility for the Item.


You acknowledge that a Secure Shipping Address is highly recommended. A “Secure Shipping Address” means a location where an individual can physically receive Item(s). If an un-secure shipping address is provided, Louer / Charlotte and Tess does not bear liability for Inventory Items left unattended. Furthermore, you acknowledge that providing anything other than a Secure Shipping Address may result in delivery delays and additional delivery fees for which Louer / Charlotte and Tess will not be liable. You will be liable for all such delays and additional delivery fees. We will not deliver Items (or any correspondence) to PO Box addresses in the United Kingdom.

Non Payments

If you do not pay the amounts you owe to us when due, then we may need to institute collection procedures. You agree to pay our costs of collection, including without limitation reasonable legal fees.



Conditions of Garments

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.



Damaged Garments

In the rare circumstance where accidental damage occurs whilst the rental dress is in your possession, you will be responsible for covering the repair costs. 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.

Damaged beyond repair Garments

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.



Lost Garments

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.

Rental Times

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 DPD (subject to change) on your selected 'delivery date' and you are required to send the item back to us by 12pm on the final 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. A fee of £9.95 for shipping is automatically applied at the checkout. This fee includes recorded delivery, dry cleaning services and recorded collection at your chosen address. Simply return your garment in it's original packaging, select your collection time within the designated time frame and our courier service will collect your dress and return it back to us.

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 arrange collection with our recorded courier service by 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.

Use of Rented Garments

The Item(s) we send to you will be cleaned and delivered ready to wear. While we will clean and inspect each Inventory Item we send to you, use of the Inventory Item is at your own risk and Louer / Charlotte and Tess shall not be held liable for any health-related complaints associated with any Inventory Items.


You agree to treat the Item(s) with great care and to return it to Louer in the same condition as it was in when you received it. You are responsible for loss, destruction or damage to the Inventory Item due to theft, mysterious disappearance, fire, major stains or any other cause, other than normal wear and tear. Normal wear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage. If you return an Item that is damaged beyond normal wear and tear, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Inventory Item, as determined in our discretion, up to the Replacement Value for the Inventory Item (on top of any applicable Rental Fees).


Renters shall not allow any other individual to wear or use rented Inventory Items in any way.

To ask questions or to file a complaint, please contact us directly via email at

Complementary Shipping on orders over £299

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