CHARS COLLECTION — SHIPPING & DELIVERY POLICY

At Chars Collection, we aim to make renting your dream outfit as easy and stress-free as possible. We offer NZ-wide overnight shipping and complimentary Christchurch pickup to ensure your rental experience is seamless from start to finish.

1. NZ-Wide Overnight Shipping

Chars Collection offers NZ-wide overnight shipping for a flat fee of $20 per order.

This fee includes delivery of your rental garment and a prepaid return courier bag, meaning customers do not need to pay additional return postage when using the provided return service.

All postal rentals are dispatched using an overnight courier service. While we aim to have your garment delivered before your event, delivery times may vary depending on courier schedules, location, weekends, public holidays and unforeseen delays.

Overnight shipping refers to the courier service used and does not guarantee next-day delivery.

Customers are encouraged to book in advance to allow sufficient time for delivery before their event.

2. Christchurch Pickup

Complimentary Christchurch pickup is available for customers who prefer to collect their rental.

• Pickup is free of charge.

• Collection is available by prior arrangement.

• Pickup details and collection times will be provided following booking confirmation.

• Customers must collect their garments at the agreed time unless alternative arrangements have been approved.

3. Shipping Information

Customers are responsible for providing accurate and complete shipping information when placing their booking.

Please ensure your delivery address is correct and that someone is available to receive the parcel where required.

If you notice an error in your shipping details, please contact Chars Collection as soon as possible.

4. Shipping Delays

While we take reasonable steps to ensure rentals arrive before their scheduled event, courier delays can occasionally occur.

If your rental has not arrived as expected, please contact Chars Collection immediately so we can investigate the issue and arrange an appropriate resolution.

Where Chars Collection fails to meet its obligations under applicable New Zealand consumer law, customers retain their rights to any remedies provided by law.

5. Postal Rental Returns

All postal rentals include a prepaid return courier bag.

Customers must place their garment in the provided return packaging and lodge it with the designated courier by Monday following their rental weekend, unless otherwise agreed in writing.

Customers must retain proof of courier lodgement or tracking information.

No additional return postage payment is required when using the supplied prepaid return service.

Garments must be returned in their worn condition. Cleaning is included in the rental price, and customers must not attempt to wash, dry-clean or spot-clean garments themselves.

6. Christchurch Pickup Returns

Customers who collect their rental from Christchurch must return the garment by 5:00 pm on Monday following their rental weekend, unless otherwise agreed.

Returns must be made to the agreed location.

If you anticipate difficulty meeting the return deadline, please contact Chars Collection as soon as possible.

7. Late Returns

A late fee of $20 per calendar day applies to garments returned after the agreed deadline without prior approval, subject to applicable New Zealand law.

For postal rentals, late fees are assessed based on the courier lodgement date rather than delays occurring after the garment has been lodged on time.

8. Lost or Damaged Parcels

If your parcel is lost or damaged during transit, please contact Chars Collection promptly.

We will investigate the circumstances with the courier and work towards an appropriate resolution.

Responsibility for lost or damaged parcels will be determined in accordance with applicable New Zealand law and the circumstances of the shipment.

9. Contact Us

For shipping enquiries, pickup arrangements, delivery concerns or return questions, please contact Chars Collection through our official website or Instagram account.

We are always happy to help make your rental experience as seamless as possible.