Only Once Dress Hire Avis 

Cancelled my order the day before it was due to arrive ‘at my request’. I did not request to cancel I emailed to find out what had happened and no reply received. Website said closed and all stock now on vinted?

Here is a clear, condensed rewrite of your message:

I paid for my order on September 15, 2025, and expected it to arrive around September 22–25. I was told it had shipped and then that it would be delivered within 24 hours, so I anticipated receiving my dress by September 24–25. However, all tracking showed it was still in Essex. I attempted to contact the seller only once by email, with a voicemail and no reply.

I missed the event for which I bought the dress. When I eventually checked with Royal Mail, I was informed there had been an underpayment of postage—specifically £3.06. Royal Mail could not explain why this occurred or where the parcel was in my city, and I was told the public cannot collect until the sender resolves the issue. After speaking to four different Royal Mail advisors, I paid the £3.06 and collected my dress from the Royal Mail delivery depot on October 4.

Upon opening the package at home, I found the dress stuffed in a cheap brown paper bag and crushed. While the dress itself was worth the price, the lack of responsive customer service was disappointing. I also tried to reach the seller via Instagram with no response.

This review reflects my experience: the sole business owner appears unable to cope, and there is no effective customer service to assist buyers.

Do not order from this company.
Ordered a dress at the start of August and had to return as the size sadly ran small. I paid for accidental cover as-well as the dress just incase it was required, better safe than sorry.
Despite the dress being returned, numerous messages and emails I’m still yet to received a refund … it’s now OCTOBER !! I also have proof that the dress has been delivered at her door but again, ignoring all of my communication.
Horrific customer service, stay clear.

An amazing service! The customer service was first class, from the moment of placing the order to the point of return. The prom dress which arrived was beautiful, exactly as requested, and the savings to be made by hiring designer items is significant. I would recommend this service without hesitation.

Great experience fast delivery!

Ordered a dress for an important special occasion the dress came without the straps which didn’t fit without them. When I called and emailed I didn’t get a reply until past 24hours in which she appologised for the straps but couldn’t send them as she was on holiday. I couldnt return the dress for a refund straight away as I didn’t recieve a prepaid QR code until a week later. It’s been nearly three weeks since I returned the dress and I’ve still not had a refund. She’s now shut the company down and ignored all my messages.

The five star reviews are well deserved. This was my first time ordering dress hire and was super impressed with Only Once. Lottie was very quick to answer messages and had some helpful tips regarding sizing.

Great customer service

It was really easy to checkout. I received the dress a week before the event, which was great. It was in a good condition and freshly cleaned. The only downside was that the boning in the dress had shaped to other people’s body shape. The dress still looked fabulous. It was easy to return and I hope that everything is good on the other end once it has been received.

10/10 I cannot recommend enough! From start to finish Lottie was so helpful and responded so quickly, it made the whole process so easy! I will definitely be using Only Once again! The dress was perfect and customer service was just brilliant! Thank you so much Lottie! Xxx

I had a ball coming up and unfortunately the dress I chose was a little big, however Lottie was so incredibly helpful and was able to get a back up dress to me just in time! The dress I received was in amazing condition and I got so many compliments on the night, thank you!

Excellent service and good communication with the company. Will definitely use again - Thank you

Lovely dress, dress did not vome with a return label so they refunded me the cost of return- lottie is lovely xx

Honestly could not recommend this business enough. The dress arrived a few days early and the whole process was seamless. Ill definitely be renting from only once again x

lovely dress

I would highly recommend this company. Lottie was so helpful and gave great advice in terms of sizing etc. Such a gorgeous range of dresses and I will definitely use their services again! Great value too!

The whole experience was easy and super clear. The ‘purchase’ on the website was quick and took no time at all. My dress was actually delivered early which was nice! The return was then super simple. My dress was beautiful and turned up in pristine condition. Will definitely use Only Once Dress Hire again! Xxx

I had a great experience renting with Only Once Dress Hire. Lottie got the dress out to me very fast and it was in perfect condition!

The service and quality of this rental service can not be faulted!
Great communication when I sent message with some concerns due to some issues I had with another rental company, I was reassured that I would not have the same issues and they were absolutely right. The dress was everything I wanted and more!
It was unaltered and in perfect condition, it really was as good as new! It has clearly been carefully handled and well looked after.
It came in plenty of time for my event so I had time to try it on beforehand in case of any issues. The return was also easy and straightforward with just a QR code and no need for printing labels.
I have nothing but good things to say and I can’t wait to come back for another rental for my next event!
Thank you ☺️

10/10 would recommend Only Once

Was so easy and so simple! Was such good customer service, such a good selection of dresses AND it’s a more sustainable alternative to buying a dress you’ll never wear again! It’s a win-win.