Cancellation Policy

Please note: If you do not receive your item, or the item is not described you may be eligible for a full or partial refund. Learn more about DW Purchase Protection.

Am I able to cancel a purchase?

In order to ensure that both Buyers and Sellers have a great time trading on Designer Wardrobe, when an item is purchased the sale is legally binding. Although some Sellers may accept a cancellation as a courtesy, they are not obligated to do so.

If you want to cancel your order because you have changed your mind, we recommend that you message the Seller as soon as possible, as only they can cancel the order at their sole discretion. It is important to note that this must take place before an item is in transit on its way to you.

I'm a Seller and I have accepted a cancellation on a recent sale. What do I do?

In order to initiate your acceptance of a cancellation, please locate your listing and click 'Open a Dispute' as soon as possible.

Under the Dispute Issue, please select 'This order has been cancelled' and provide any commentary.

Once received, any Success Fees you may have paid will be refunded directly to your  DW Wallet.

How do I cancel my rental?

We totally understand that circumstances can change! That's why for any rental that doesn't start for over 14 days, there are no cancellation fees. Please email us via rentals@designerwardrobe.co.nz regarding any DW Rental cancellations.

There is a lot of preparation (such as dry-cleaning) that must be done by the team before a rental is dispatched and as well as that, someone who may have wanted the dress would not have been able to book it during the time before the rental was cancelled.

This is why we do need to recoup some of that cost when a rental is cancelled. Please see our small cancellation fees below:

Time until Rental Starts

Cancellation Fee*

More than 14 days

Full Refund

More than 7 days, less than 14 days

$7.95

Less than 7 Days

$13.95

Dispatched** or Day of Pickup

Non-refundable

* All Cancellation Fees will be deducted from your Refund Amount.

** Your rental may be dispatched up to 3 weekdays before the Rental Start Date.

Can a Seller cancel a purchase or rental?

Although unlikely, there are occasionally some circumstances that prevent a Seller being able to fulfill a purchase or rental that are beyond their control. Some typical reasons may be that the item was listed with incorrect details (e.g. condition) or the item has been damaged beyond repair after the listing was created.

You will be notified if a Seller has cancelled an order. We will refund your payment in full to your DW Wallet, which you can then spend on Designer Wardrobe or withdraw at no cost to you. If you have any questions about the cancellation, we recommend you contact the Seller directly.

We are always looking to keep improving the experience for Buyers and Sellers on our marketplace. In order to avoid unnecessary disappointment for our members, accounts with an excessive amount of cancellations may be restricted at our discretion.