HireUK FAQs

HireUK FAQs

What is HIREUK?

Rent an outfit. Return after wear. Repeat the process. 

Rent at a fraction of the retail price, reduce wardrobe space, try new styles and join the future of sustainable fashion.

Does MM have a physical store?

Yes - based in Cowbridge CF71 7AE. We are open for appointments with a personal stylist Mondays 12pm - 5pm, Tuesdays - Thursdays 10am -7pm and Fridays 10am - 5pm. We are also open for browsing on a walk in basis, no appointment needed on weekends. Saturday hours are 10am - 5pm and Sunday 11am - 4pm.  Contact us for more information.

Please avoid wearing makeup and tan to outfit fittings.

How do I know if the dress I would like to hire is in the store for me to try?

Please email customerservice@minniemay.co.uk or text us 07919618043 to confirm dresses you wish to try before you visit. 

How long can I hire an outfit for?

4 days - the minimum number for an evenings rental or weekend. For example - Receive item (day 1), Wear item (day 2), Return item to store or to a post office (day 3), Item in our hands for us to service (day 4).

8 days - eg. a weeks holiday

Please contact our customer care team if you require a longer hire. 

Delivery date selection

Please select delivery date 1 day prior to your event. This is the day you will receive your item and your rental period starts. Please note we are not liable for any delivery delays caused by delivery companies.

My outfit has arrived prior to my delivery date

Don't worry you will not be charged anymore, we try to send orders out early - this does not affect your rental period.

Can I have a refund if I don't like my outfit?

HIREUK orders carry a credit note only policy. Please request a return by visiting our returns portal or contacting customerservice@minniemay.co.uk on the same day as receiving your item. Please return as received and ensure all labels are still attached to the outfit to be eligible. We can provide an exchange or credit note once received. Please make use of our team who can help with details on style and sizing prior to booking your rental. You can arrange a virtual call to discuss sizing / preferences.

How do I return after wear? 

Please return via the prepaid postage label inside your parcel or complete a return on our returns portal to request one. This ensures each item is tracked and insured with a next day service. If we receive the item past day 4 you will be charged for late returns. You are liable to ensure the return arrives back to us on time, so please ensure it is returned before postal cut offs - PLEASE KEEP PROOF OF POSTAGE. 

My returns date ends on a Sunday / Bank Holiday?

Ensure to post it back by on the Monday following. If your return is a Bank Holiday Monday please return it on Tuesday.

Do I have to clean my outfit?

No, we have our own Cinderella's. Under no circumstances do we want you attempting to clean your outfit.

My outfit has arrived creased, can I iron?

All our dresses will be pressed before posting. Unfortunately we do not allow you to iron your outfit. Please hang to drop any creases, if you hang your outfit while having a shower, the steam will help drop creases.

What if my outfit is damaged beyond repair after wear?

On the rare and unfortunate event, you may damage your outfit beyond repair. If this happens, we are here to help and work out the best solution. Please follow the process and contact us to notify of the damage, and we will assess. If the outfit is unsalvageable, you will be liable to pay the full retail price or replacement value. 

What if I return my outfit later than my agreed 'return date'?

A minimum 4 day rental period ensures sufficient time for arrival, wear, return and servicing. Late returns negatively impact the next customer. If you are going to miss your return date please contact us so we are able to notify the relevant service teams and future customers. If you do happen to miss your return date then a late fee of £25 applies per day. Where an item is not returned within 2 days following the agreed return date, we will assume it has been lost/stolen and you will be charged 150% of the retail price of the item. 

I can't decide on an outfit, can I make a booking for multiple items at a time?

We do not recommend doing this as we will only provide a credit note for one unworn item in any booking. We recommend either visiting our store or contacting our client care team to arrange a virtual call to help with your requirements. 

What if I want to cancel or change my order?

In order to cancel or change your order once it's been placed, please request a return by visiting our returns portal. HIREUK orders carry a credit note only policy. If you cancel your order 2 weeks in advance of the hire date, you can receive a credit note up to the full value of the hire. If the order is cancelled within a week, a credit note will be issued for 75% of the value of the hire. 

Damage policy & Wear and Tear?

The standard night out antics and wear and tear is factored into the hire fee. If you are nervous please opt for our damage protection fee which will cover you for any minor repairs necessary to the outfit. These include but are not limited to - zip repairs, sequin repairs, small snags etc (up to the repair value of £50).

I would like my item shipped 

All HIREUK items are posted out to you using a Royal Mail tracked 24 hour service. Items will arrive on your hire start date, and will require a signature, so please ensure you use an address where someone is available to sign. If you need to update the delivery address to a work / relative / friends address to sign on your behalf please contact customerservice@minniemay.co.uk

If you would like to post your item back to us, please select the shipping option to have a returns label. This ensures items are fully tracked and insured to you and back to us safely. 

You can return to a Post Office inside a convenience store on a Sunday, or any Post Office by Monday before 4pm. Please note, outfits need to be returned prior to postal cut off on Monday otherwise you will be charged a late fee in line with our rental terms and conditions. Please keep hold of your receipt as proof of return.

I would like to return my item to store

If you’re going to visit the store to return your item, please select the returns to store postage at checkout. This will be free. 

Please return your outfit in person to: Minnie May Closet - HIRE HUB, 23b High Street, Cowbridge, CF71 7AE on Sunday only between 11am - 4pm. Alternatively you can return to Pyle, Plot 14, Units 1 & 2 Heol Mostyn, Village Farm Industrial Estate, Pyle, CF33 6BJ on Monday only between 10am - 7pm. Please note, if your outfit is not returned within the above windows, you will be charged a late fee in line with our rental terms and conditions. Although the Cowbridge store is open on Mondays, returns are NOT accepted in the store any other days aside from Sunday.  This will cause the outfit to miss the scheduled dry cleaning and therefore you will be charged in store as a late return at drop off. 

I am unhappy with my HIREUK order

We are sorry to hear you are unhappy with your rental order. Each item goes through a series of quality control checks before being dispatched. We log time stamped photos of each outfit whilst packing your order to ensure each item is received as good as new. However, if you feel your item is not up to standard, please request a return through our returns portal on the same day you receive your outfit. Please provide photos of any issues and ensure the rental ribbon is still attached. We recognise some things are sometimes missed so we will endeavor to resolve this as soon as possible or issue an exchange / credit note.  

I have rented a dress but would like to swap to a different one

You are able to swap your booked outfit for a different one up to 2 weeks prior to your event. The price difference will be requested on exchange, or a credit note will be issued if the new booking is less than the original booking. Please request an exchange by heading to our returns portal. 

I still have an unanswered question..

Please email customerservice@minniemaycloset.com please note we aim to respond within a 24 hour period Monday - Friday but in busy periods this can be longer. Other methods of communication are not closely monitored.

You can also call / message 07919618043, however this is a shop phone, so will only be answered during shop opening hours and if the sales staff are free and not with customers in store.