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 the details.

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

How do I cancel my rental?

We are currently waiving all cancellation fees in light of the Covid-19 cancellations. We understand this is an uneasy time for everyone and we'd love to you to be able to rent that same beautiful garment once events start-up again.

We totally understand that circumstances can change! That's why for any rental that we haven't started getting ready we can offer a DW Rental Credit. 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 5 days

No Cancellation Fee

Less than 5 Days

$13.95

Dispatched** or Day of Pickup

Non-refundable

* All Cancellation Fees will be deducted from your DW Rental Credit 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 sale that is 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 payment source. 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.