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FREQUENTLY ASKED QUESTIONS

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Chic by Choice Basics

What is Chic by Choice?

Chic by Choice is a one-of-a-kind hire destination that allows women to access the most breathtaking designer dresses, straight from the catwalks, at 85% off retail price.

Our site offers a selection of more than 40 top-designers, such as Badgley Mischka, ML Monique Lhuillier, Tadashi Shoji and Self Portrait.

We are the solution for all women who want to feel unique, beautiful and confident at any special occasion.

How does Chic by Choice work?
  1. Browse hundreds of designer dresses and choose the one for your delivery date (we recommend 2 days before your event).
  2. Book your hire period (4 or 8 days) and select your size. Add a free 2nd size to ensure the perfect fit. Book at least 24 hours in advance.
  3. After your experience, the dress should be returned at any DPD click and collect shop. Return, dry cleaning and minor repairs, are free from any costs.
Does Chic by Choice have a showroom?

Currently, we don't have a showroom. If you want to try on dresses or have any other questions, contact us at [email protected] or **.

Membership & account

Why Should I become a member?

We always recommend our membership. With it, you can access personalized recommendations, exclusive insider promotions and a £15 welcome gift, only available for members.

How do I become a Member?

Chic by Choice membership is free, you can sign up here.

How can I change my email and/or password?

Go to your account page and select Settings to update your password or email.

Fit & Style

What is the FREE 2ND SIZE?

We offer a free backup size, if available, with each order to ensure 100% fit satisfaction. For example, if your regular size is a UK6, we will add a UK8 to your order, at no extra cost.

Is renting at Chic by Choice RISK-FREE?

Our goal is to provide you a first-class customer experience. If the dress doesn't meet your expectations we will refund you the rental fee.

How to choose the perfect dress?
  1. Use our search filters to help narrow down your choices by trend, color, designer and body type.
  2. Need more information? You can find details on each dress page, consult our size chart or check out other customers' Reviews.
  3. Contact our personal Style Assistants via email [email protected] or phone **. They're on-call to help you find a perfect style for every occasion.
How do I know the dress is the right size?

Each dress style is measured individually. We offer a free second size with each order, if available. We provide a personalized size chart so you can experience a perfect fit. Consult it it here.

Still need help? Contact our Style Assistants via email [email protected] or *phone *. They are always at your service.

If the dress doesn't meet my expectations, can I ask for a refund?

Renting with Chic by Choice is 100% safe.

When you receive your dress and decide that your size or style is not right, we can ship you another available style in the next 24 hours or you can choose to be refunded. For a valid exchange/refund, please fill out the mandatory Return Request Form.

For a valid refund of the rental fee, do not remove the yellow tag and submit the form within 24 hours of signing the receipt of delivery. You'll also have to return your parcel to any DPD click and collect within 24 hours of signing the receipt of delivery.

Once we have received your unworn, tagged dress; as well as your refund request form, we will email a refund request confirmation within 5 working days. The refund process can take approximately 10 days depending on the individual processing time of your credit card. Please note that refunds are only valid for unworn dresses.

In case you would like an exchange you will only incur the shipping cost of £14.90.

Please note that items that are returned late are not eligible for a refund.

Accessories are not eligible for refunds.

Worried about the length of the long dresses?

We stock the gowns in 3 different lengths – Petite, Regular and Long. Consult our length chart for more information.

At your reservation, select your preferred length, and we will send you the best fit.

Please note that not all dresses have all different lengths available. To make your website experience easier, we've added the Your Height filter to all listing pages.

Dresses for Petite Women (4'9" - 5'1")

Regular Length Dresses (5'2" - 5'6")

Dresses for Tall Women (5'7" - 5'11")

Can I try on in advance several dresses before my event date?

Currently our checkout only allows you to book one dress style in up to 2 sizes per transaction. In case you would like to try on more than one style please proceed with one separate checkout per dress style.

Can I order a dress 24 hours before my event?

If you have a last-minute event, we provide same day delivery to Central London customers from Monday to Friday. You should expect to receive your parcel before 6 pm for all same day orders placed until 2 pm. Please note that not all dresses are available for same delivery and that your zip code must be valid at checkout.

Can I try on a dress before my event date?

Yes. Chic by Choice offers a Try On Service. Try up to 2 different sizes of your favourite dress before your event for £14.90 for short and midi dresses and £16.90 for long dresses and evening gowns. You can tick this option at any dress page. Your ordered dresses will be delivered on the try on delivery date and your preferred size will be re-sent for your event. If neither of the dresses meet your expectations, we will refund you the rental fee. You will receive all dresses with a Chic by Choice tag. For a valid refund of the dresses, please don't remove the tags.

How does Chic by Choice's TRY ON SERVICE work?
  1. Go to the dress page, choose your main dress size, delivery event date and select the option 'Try On Service'. We will recommend you a Try On Date, but you can change the date at checkout according to dress availability. Our Advanced Try On Service is £14.90 for short and midi dresses and £16.90 for long dresses and evening gowns.
  2. Click on 'Hire + Try On Service' and proceed with the reservation.
  3. We'll ship the dresses straight to your door or to the click and collect shop you've selected at checkout. You will be able to try up to two sizes of your favourite dress style in the comfort of your home.
  4. The next day you must proceed with the return of the items by returning the dresses to any DPD click and collect shop until midday.
  5. You will receive an email on the return date to select your favourite dress and size so we update your order.
  6. Your favourite will be re-sent on your event delivery date! If neither of the dresses meet your expectations, you will be able to cancel your order and receive the rental fee refund.
Are the dresses new?

Our dresses are either new or in like new conditions. They go through a strict quality control, before they are sent to you directly from our warehouse. All dresses are cleaned by a first-class dry cleaning service.

Who are the Chic by Choice personal Style Assistants?

From slim-fitting to stretch-jersey, our personal Style Assistants are experts ready to help you discover a perfect fit for any occasion. They deliver an online one-on-one communication that points each individual customer to the perfect dress, based on style preferences, body type, occasion and seasonal trend. All included in your experience.

Contact them via email [email protected] or phone **.

Placing an Order

How far in advance should I schedule my reservation?

You should book early due to limited availability. Book at least 24 hours in advance. If you have a last-minute event, we provide same day delivery to Central London customers from Monday to Friday.

We accept reservations up to 8 months before your event. We ship orders to most European countries, see our delivery details.

How long can the rental be?

We provide a 4 or 8-day rental period.

Will my order arrive on time?

We ensure delivery by 5 pm on your delivery day.

You will receive two prior notices via email or phone: one from the Chic by Choice team, one day before your delivery day and one from DPD or DHL team on your delivery date to confirm that your parcel will be delivered to your address or any click and collect DPD shop. You'll also receive a text message reminder on the delivery date if your order is to be delivered to a UK address or DPD click and collect shop.

Who cleans the dresses?

Dry Cleaning is on us. Each item is processed before it's sent directly to you. We only team up with exclusive and first class dry cleaning services, which guarantee reliability and the finest quality, with highly skilled staff.

Will I need to iron the dress?

We ensure that your dresses are shipped wrinkle free. Nevertheless, some more sensitive fabrics may wrinkle on the way to you. In this case, we advise you to turn the fabric inside out and use a steamer or iron at a low temperature.

What about minor damages and spills?

Don't worry about possible damage or spills. We understand that some incidents may be inevitable. Our goal is that you have an amazing time wearing your dress and this means being able to have a carefree event!

Insurance is included. We cover minor damage and spills. Our dry cleaning services are free.

Please note, this covers minor accidental damage such as a zip break or any normal stains. Theft or significant damage is not covered and deducted from the credit card you provided.

Why is my promo code not working?

Your promo code may not be working because:

  1. The promotion has expired.
  2. The order doesn't meet minimum value requirements.
  3. Only one promo code can be added to each order.

If none of the above reasons apply, please contact us.

Does Chic by Choice offer a student discount?

Currently we do not offer a student discount. Nevertheless you can enjoy a £15 discount on your first order at Chic by Choice and sign up to our newsletter to receive the latest news and promotions.

Can I use my student discount with another discount code?

Currently we do not offer a student discount.

How do I use credits?

On checkout, any credits available will be discounted on your order summary. If you do not use entire credit, the remaining will be saved on your account for future rentals. Our credits do not expire.

Can I make a change to my order once it has been placed?

To make any adjustments to your order please contact us up to 48 hours before the delivery date. We will make our best effort to help you arrange the necessary changes.

How do I cancel an order?

In order to cancel your order, please fill out the mandatory Return Request Form. For a valid refund of the rental fee, do not remove the yellow tag and submit the form within 24 hours of signing the receipt of delivery. You'll also have to return your parcel to any DPD click and collect shop within 24 hours of signing the receipt of delivery.

Once we have received your unworn, tagged dress; as well as your refund request form, we will email a refund request confirmation within 5 working days. The refund process can take approximately 10 days depending on the individual processing time of your credit card. Please note that refunds are only valid for unworn dresses.

If the order cancellation is made within less than 3 (3) days before the date of delivery, indicated in the order confirmation email, you will be refunded the rental fee value. Shipping fees will not be refunded.

If the order is cancelled within three (3) or more days before the date of delivery, indicated in the order confirmation email, you will be refunded with the full value of the service.

Please note that items that are returned late are not eligible for a refund.

Accessories are not eligible for refunds.

Can I purchase a dress?

At this time, we only offer our dresses for rental. Stay up to date with our newsletter about the latest news and promotions.

Payments

Why was my card declined?

If your credit card was declined, please confirm if the billing zip code you provided is the same on your bank file. If this not applies, contact us.

Where can I find my order number?

You can find your order number in your account page. Select Orders on the left hand side of your account. This number is essential when you need to contact us.

Why is my order with a Pending Payment status?

If your order has a Pending Payment status, it means the payment was not processed. If this happens, you will receive an email with a link to proceed with the payment and the number of hours left to make it. If the payment does not go through on time, your reservation will be automatically withdrawn.

When will I receive my refund?

Once we have received your unworn, tagged dress, as well as your refund request, we will email a refund request confirmation within 5 working days. The refund process can take approximately 10 days depending on the individual processing time of your credit card. Please note that refunds are only valid for unworn dresses.

How can I use my Chic by Choice credits?

If you have credits in your account, they will be automatically applied at checkout on your next order.

Bear in mind that for all cancellations of rentals booked with credits, you will be returned the amount of credits spent on the cancelled reservation minus a cancellation fee of £30.

Your credit balance cannot be converted in cash.

Shipping: Delivery & return

What delivery options does Chic by Choice have?

We work with several affiliate couriers including DPD for UK deliveries, DHL for deliveries outside of the UK and special partners for same day delivery in London. Our system automatically selects the least expensive shipping option for you, based on arrival date and country.

In the UK we provide two delivery services:

  1. Delivered to your door.
  2. Click and collect in more than 2,500 DPD click and collect shops.

You'll be able to select your preferred delivery method at checkout.

Does Chic by Choice provide same day delivery in London?

Yes. We provide same day delivery to London customers from Monday to Friday. You should expect to receive your parcel before 6 pm for all same day orders placed until 2 pm. Please note that not all dresses are available for same delivery and that your zip code must be valid at checkout.

List of dresses available for Central London same day delivery service.

How much does shipping cost?

Standard delivery is just £9.90. For last minute rentals we provide same day delivery in London for £25. Expect to receive your parcel before 6 pm for all same day orders placed until 2 pm. Please note that not all dresses are available for same delivery and that your zip code must be valid at checkout.

Do you deliver outside the United Kingdom?

Yes, we ship orders to most European Countries. For more details, see the list below.

Country Shipping time Price
Austria 1 day £14.90
Belgium 1 day £14.90
Bulgaria1 day£14.90
Croatia 1 day £14.90
Cyprus 1 day £14.90
Czech Republic 1 day £14.90
Denmark 1 day £14.90
Estonia 1 day £14.90
Finland 1 day £14.90
France 1 day £14.90
Germany 1 day £14.90
Greece 1 day £14.90
Hungary 1 day £14.90
Ireland 1 day £14.90
Italy 1 day£14.90
Latvia 1 day £14.90
Lithuania 1 day£14.90
Luxembourg 1 day £14.90
Malta 1 day£14.90
Netherlands 1 day£14.90
Poland 1 day £14.90
Portugal 1 day £14.90
Romania 1 day £14.90
Slovakia 1 day £14.90
Slovenia 1 day £14.90
Spain 1 day £14.90
Sweden 1 day £14.90
United Kingdom 1 day £9.90
Do you ship to P.O. boxes?

At this moment, we don't ship to P.O. boxes. We only deliver straight to your door. Please make sure you enter a valid residence, company or hotel address at Checkout.

Can you deliver to another address?

We ship to the address of your choice, provided at the reservation. If it's a Hotel or similar addresses please make sure the responsible is expecting your delivery.

Does Chic by Choice require a signature for delivery?

Our delivery will require a valid signature.

When will I receive my order?

We provide tracking information so you can see when your package is out for delivery.

If you are in the UK, DPD is our logistics partner and you can have two options of delivery:

The parcel is delivered to your door: DPD will send you an email as a reminder that your parcel will be delivered on the next day. On the day of delivery, they will also send you a text message with one time slot for delivery of your parcel.

If you are not able to receive the parcel at the selected time, once you receive the text you can always choose to pick up the parcel at the nearest DPD Shop. The parcel will be picked up in a Click & Collect shop: your parcel will be delivered by midday to your selected DPD Shop. You will receive an email or text with your DPD pick up pass when your parcel is ready to be collected. You just need to bring your pick up pass and ID to the selected shop and collect the parcel.

If you are outside of the United Kingdom, DHL will deliver your parcel between 9 a.m. and 6 p.m. at your selected address.

How do I return my order?

Return is free. You'll receive a pre-paid shipping label. Use the original box to return your order in any DPD click and collect shop in the UK. If you are outside of the UK, DHL will pick up your parcel at the address entered on checkout.

In case you are already late returning your items please read the question "What if I miss my return date/time?"

What if my rental ends on a Sunday or a holiday?

Our calendar already adjusts automatically. You'll never have to deliver back a parcel on a Saturday, Sunday or Bank holiday.

How long does my return take?

We receive returns within 2 weekdays. You will receive an email confirming that we have received the items back in our warehouse.

In case of a cancellation, we will email a refund request confirmation within 5 working days. The refund process can take approximately 10 days depending on the individual processing time of your credit card. Please note that refunds are only valid for unworn dresses.

What if I miss my return date/time?

For UK orders: In case you have not returned the parcel on the mandatory return date, you should use the same pre-paid label and return the items as soon as possible. The same pre-paid label will still be valid and late fees mentioned above will apply. In case you don’t have the Click & Collect option applied to your reservation and you miss the pickup of your order, we reserve the right to charge an extra fee of £15 for each unsuccessful pickup. You will need your consignment number when calling DPD and address to reschedule your pick up. Please call the following number: 1212750500

For all other European countries, if you are not at the address of delivery on the requested day, you will have to contact our logistic partner to arrange a new delivery date and give them Chic by Choice’s account number: 959106716 and our warehouse postal code: NW10 7TR. Late fees will apply for each day you are late.

Germany DHL Express contact: +49(0)18063453003

Portugal DHL Express contact: 211127207

France DHL Express contact: 0825100080

Please find the DHL Express contact for your country in case it is not listed above as you are liable for the return of the items.

Please inform us at [email protected] as soon as this happens so that we can inform the next customer that will receive the dress after you, in order to make sure she will have valid options for her event.

Should an item not be returned on the predetermined date, we reserve the right to charge your card accordingly.

You will be charged late fees depending how late you return the dresses, as you are preventing someone else from receiving a dress for their special event. For each day you are late, you'll be charged £30.

You can, however, extend your rental time, if the dress is available. Simply get in touch.

We reserve the right to charge your credit card the retail value of the items after 5 weekdays of the items not being returned.

Items that are returned late are not eligible for refunds.

Please bear in mind that you are liable for the return of the items.

What if the renter before me returns the dress late?

We have multiple dresses for each style. Nevertheless, if a previous customer is late returning the only dress available, we will then arrange to offer you any alternative dress available online, regardless of its rental fee. We will never leave you without something amazing to wear.

Can I track my order online?

We ship all UK next day delivery orders using DPD. When we dispatch your order for delivery, you will receive a unique tracking number by email. Once in receipt of this reference number, you can check the current status of your shipment on the DPD website.

For orders outside the UK, we ship all next day delivery orders using DHL. When we dispatch your order for delivery, you will receive a unique tracking number by email. You can check the current status of your shipment on the DHL website.

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