Refund policy
CANCELLATION POLICY
14 or More Days Before the Event Date
If you cancel your booking 14 or more calendar days before your confirmed event date, you will receive a 50% refund of the total rental amount paid. The remaining 50% is retained by Epilogue as a cancellation fee to cover the opportunity cost of holding the dress off the market and any administrative costs incurred. Refunds will be processed to your original payment method within 5 to 7 business days of the cancellation being confirmed by Epilogue in writing.
Within 14 Days of the Event Date
If you cancel your booking fewer than 14 calendar days before your confirmed event date, no refund will be issued. The full rental amount is forfeited. This applies regardless of the reason for cancellation, including but not limited to change of plans, event cancellation, or personal circumstances.
How to Cancel
All cancellations must be submitted in writing via email to Epilogue. The date and time of your written cancellation request will be used to determine which tier applies. Cancellations submitted through any other channel will not be accepted or acknowledged.
Date Changes
A once-only date change may be requested at no additional charge, provided the request is submitted in writing by email at least 14 calendar days before the original event date, and is subject to availability of the dress on the new date. A date change requested within 14 days of the event date will be treated as a cancellation and the no-refund policy will apply.
Exceptional Circumstances
In cases of hospitalisation or bereavement, Epilogue may, at its sole discretion, consider a partial refund regardless of the applicable cancellation timeline. All such requests must be submitted in writing by email and may require supporting documentation. This provision does not apply to event postponements, venue changes, or changes of plans.
Cancellation by Epilogue
In the unlikely event that Epilogue is unable to fulfil a confirmed booking (for example, due to damage caused by a prior renter or unforeseen circumstances), the customer will be offered a full refund of the total amount paid, or a substitute dress of equal or greater value subject to the customer’s agreement. Epilogue will not be liable for any consequential losses arising from such a cancellation.
RETURN & REFUND POLICY
Return Deadline
All rented dresses must be returned to Epilogue within three (3) calendar days of the event date, regardless of whether the dress was shipped or collected in person. This deadline applies from the event date, not from the date the dress was received.
How to Return — Shipped Orders
A prepaid return waybill from The Courier Guy will be included inside your parcel when the dress is dispatched to you. To return the dress:
– Repack the dress carefully and securely in the original packaging provided.
– Attach the prepaid return waybill to the outside of the parcel.
– Drop the parcel at any The Courier Guy kiosk or drop-off point, or book a collection at www.thecourierguy.co.za.
– Email Epilogue a photo of your drop-off receipt or kiosk confirmation on the day of return. This serves as your proof of dispatch.
The date on which Epilogue receives your drop-off confirmation by email will be used to determine whether the return was made on time.
How to Return — Stellenbosch Collection Customers
Customers who selected the free collection option must return the dress in person to Epilogue within three (3) calendar days of the event date. A return appointment must be confirmed with Epilogue by email in advance. Epilogue will inspect the dress at the time of return and confirm receipt in writing.
Late Return Fee
Returns confirmed after three (3) calendar days of the event date will attract a late return fee of R150 per day, calculated from the fourth calendar day after the event. Epilogue will issue a late return fee notice by email and payment must be settled within 7 calendar days of that notice. Epilogue reserves the right to recover outstanding fees through legal channels if necessary.
No-Show Policy
A no-show occurs when a customer fails to collect the dress or fails to accept delivery without prior written cancellation by email. In the event of a no-show, no refund will be issued, the full rental amount is forfeited, and no credit note will be offered. The dress remains the property of Epilogue at all times. Non-return of a dress following a no-show will be treated as theft and may be reported to the South African Police Service (SAPS).
Non-Return of Dress
Failure to return a rented dress within the agreed timeframe, or failure to respond to Epilogue’s communications regarding the return, will result in a charge for the full retail replacement value of the dress in addition to any applicable late fees. Epilogue reserves the right to pursue civil and/or criminal legal proceedings in cases of non-compliance.
Refunds
Refunds are only issued in the following circumstances:
– Cancellation 14 or more calendar days before the event date: 50% refund to the original payment method within 5–7 business days.
– Cancellation by Epilogue: full refund to the original payment method.
No refunds are issued for cancellations within 14 days of the event, no-shows, or damage-related charges. The shipping fee is non-refundable in all circumstances once the dress has been dispatched.