August 16, 2016

Rental FAQ

Rental FAQ

1. Order-Related
2. Free Self Collections and Returns
3. Delivery 
4. Event-Related
5. Payment
6. Partnerships, Collaborations
7. Others

Note: If you are purchasing costumes instead of renting, click here to view the Purchase FAQ!


Order-Related

How to rent costumes?

Renting with miiostore is easy! Simply select your costume, provide your collection date (usually 1 day before your event), and your return date (usually 1 day after your event)! Upon checkout, you can select delivery to your doorstep (free above $100) or self-collect (free).  It’s that simple! 🙂

Why is your minimum rental 3 days? I need the costume only for a 2-hour event!

Our shortest rental period is 3 days as we provision for collection and returns.  For example, if your event is on 8 December, you should indicate collection date as 7 December and return date as 9 December. This will constitute the minimum 3-day rental.

Even if you can collect and return on the same day, the prices for 1-day rental would still be the 3-day rental price, as the bulk of your rental costs go into maintenance, preparation, laundering, pressing and dry cleaning of the costumes to ensure a clean and fresh costume, everytime 🙂 We also recommend collecting your costume 1-day before your actual event, to ensure sufficient time for you so that you can enjoy your event with peace of mind  🙂

Can I place a last minute order?

Likely not to be successful as we are usually very full 1-2 days in advance; popular costumes are usually fully booked 2 weeks in advance. To prevent disappointment, please book with us at least two weeks before your event.

Why can’t I book costumes for today evening?

By default, the system is set to accept bookings 2 days in advance to enable sufficient preparation time.  If you urgently require costumes for the same day, please kindly email hello@miiostore.com to enquire. Do note for orders ordered manually via email/messaging/phone, an admin fee of $6 per costume will be levied.

How can I be sure that my rental items are available on the dates?

After checkout, we will send you a confirmation email within 1 working day to finalize your booking.

If your selected costumes are not available, you will receive a notification to choose another costume  or opt for a full refund. You can view this link here for fully booked costumes on peak dates. For early checks on availability, kindly email hello@miiostore.com.  In future, we will be working on a new system for you to check live availability!

Can I do an exchange?

Strictly no exchanges for rental or purchase sets for hygiene reasons. We highly recommend you verify your own measurements for costume fit before renting, as we have a no-refund, no-exchange policy. If you are worried about the sizing fit, do drop us a mail at  hello@miiostore.com before booking your costume.

Are my rental costumes clean?

Yes, the rental costumes are laundered + pressed + sterilized before and after every event. Saves you the hassle as you do not have to wash and iron the costume before your event! 🙂

Do I have to wash the costume before returning?

You do not have to wash the costume as we have specialized wash+steam laundry treatment for the costume. 🙂 The rental costume is also washed and steamed before your collection. 🙂

Where is your shop? Can I try or view the costumes?

We are an online costumes wholesaler and pride ourselves on being able to pass down the lowest costs of costume rentals to you.  As such, we do not operate any facilities for fittings and viewings given the high operating costs for manpower and rental shopfront. We are also unable to support viewing or putting on of costumes at the collection points as they are public locations.

In future, we will be looking into launching pop-up stores and open houses – do stay tuned!

I really need to view and try on the costumes before my event as it’s for my Director / I am the emcee / it’s for my Company Roadshow at Orchard Road!

You can opt for our costumes trial package here 🙂 Packages start at $50, inclusive of same day delivery and pickup, so you can try on assorted costumes of your choice in the comfort of your own home or office!

Do you operate a hotline? 

Sorry, we don’t operate a hotline to reduce manpower costs so as to provide best value for your costumes, at the most affordable rates in Singapore.  For enquiries, please email hello@miiostore.com in advance, we will get back to you within 1-6 working days.  You can also request a callback from us by providing your HP number.


 

Collections and Returns

Do you have free delivery?

Yes! Delivery to doorstep is free for order values above $100 🙂 For orders below $100, you can choose the free self collect and return locations, or opt-in for one-way or two-way courier service for a small fee 🙂

Where are the free Self Collect / Return locations?

miiostore Self Collect & Return

miiostore Self Collect & Return

 

I forgot to take my costumes out for return! Can I extend rental for one more day?

Late fees of $15/costume/day applies. It is not really worth it, so do return the rental costumes on time! 🙂

 

I forgot to take the accessories/masks/hangers/bags out for return! What should I do?

Do kindly assist to return the full costume + accessories by the next day, as late fees of $15/costume/day applies for costume and accessories. For hangers/bags, do return them as they are part of the rental package – a replacement fee of $5-$15 for missing hangers / costume bags / protective covers / orange bags will be strictly imposed for each missing item.

 


Delivery

What are the delivery hours?

Daily: 10am – 5pm
Fri/Sat/Sun: Same as Daily Operating Hours, certain peak weekends may have delivery operating hours extended to 10pm.

Can I have the delivery of costumes to my office address and the return of costumes from my home address?

Certainly. You can state both full addresses in the “Order Remarks” and indicate which address to pickup or return from.

Can you tell me more about your Free Shipping / Standard Courier Service?

By default, miiostore’s Standard Courier Service have the following T&Cs:

  • No selection of Timeslot
    • Courier delivers anytime within the operating hours, depending on his dynamic daily schedule.
  • Notification via Phone
    • Courier will call recipient mobile number 10 minutes before arrival
  • Courier Fees for No-Show
    • Courier will wait 10 minutes. For no-show, courier charges distance-based fees for re-delivery / deliver the next day.
  • Additional Fees: CBD/High-Security Areas/MBS/Tuas/Changi Airport (+$3-$9)
    • If your delivery address falls within the above areas, the additional fees will be made known to you upon receipt of the confirmation email.  The fees will be deducted from your additional refundable deposit.

Can you tell me more about your Premium Courier Service / I have a special request?

Top up for Premium Courier Service is available with following T&Cs (click here to topup):

  • Selection of Timeslot
    • Courier will deliver within following Timeslots
    • AM Slot A: 10am – 12pm
    • PM Slot A: 12pm – 2pm
    • PM Slot B: 2pm – 5pm
  • Notification via Phone
    • Courier will call recipient mobile number 10 minutes before arrival
  • Courier Fees for No-Show
    • Courier will wait 10 minutes. For no-show, courier charges distance-based fees for re-delivery / deliver the next day.
  • Additional Fees: CBD/High-Security Areas/MBS/Tuas/Changi Airport (+$3-$7)
    • If your delivery address falls within the above areas, the additional fees will be made known to you upon receipt of the confirmation email.  The fees will be deducted from your additional refundable deposit.

I have selected Normal Courier but realised I need to upgrade to Premium Courier. Can I do this?

Yes, you can upgrade to Premium Courier Service by emailing your order receipt to hello@miiostore for change to Premium Courier. You will be advised to purchase the relevant topups here. Do note that this process has to be completed 48H in advance, otherwise we wouldn’t be able to fulfill your request in time.

 

What if I am not at home during the delivery time?

The courier will contact you by phone 10 minutes before reaching, and will wait for maximum 10 minutes at your destination. If recipient is still uncontactable at the door or by phone, courier will report a no-show and take the package back to HQ.

If you will not be at home, you can authorise courier to leave it at the riser, gate, shoerack, or with your family/housemates. To do this, inform the courier directly, before your delivery. If applicable, do remember to make the relevant ARD payment if you have not already done so. Do note that miiostore will not be liable for any loss/damage of costumes if you choose the above method.

If you prefer to receive the parcel by hand, a re-delivery will be arranged within the operating hours during the same day or the next day.  Do note distance-based fees will be charged for re-delivery.

 

What time will the courier arrive?

For normal service, courier will deliver anytime within the operating hours. For premium service, courier will deliver within the chosen slot.

 

Why can’t you give me an estimated time?

As courier operates a dynamic schedule (eg. traffic jams, delays, urgent point to point requests), the courier time of arrival to your area is not predictable. Unlike a scheduled despatch, our courier does not operate a fixed schedule to locations (eg. Morning West Area, Afternoon East Area etc).

Tip: You can attempt to give the courier a call to check if he is in your area. Courier will try his best to answer your call, provided he is not currently despatching goods/driving.

 


 

Event-Related

I won the best dressed awards! Can I share the photos with you?

Sure! Kindly email bestdressed@miiostore.com and we will be happy to publish them in our gallery and FB/Instagram pages 🙂

 

I collected the costume but did not wear it because I couldn’t attend the event / I was on MC / the event was cancelled / other reasons. Can I get a refund?

Sorry, we are unable to provide refunds even for unworn rental costumes, as all collected costumes will still have to go through pre-processing (ironing, packaging) and post-processing (laundry, steam cleaning, ironing). Kindly note our store has a no-refund, no-exchange policy.

 

I don’t know how to wear your costume / Your costume is faulty / broken / unable to be worn!

Please drop a message to Uncle Shane +65 92962246 to provide your details and queries at least 12 hours before your event.  Before your collection, our costumes team conduct thorough inspections for every order to ensure all moveable parts are working and there are no faulty parts.

Most of the time, the costumes are not faulty or broken, but simply involves just untying a knot or for pilot zipper ties, re-attaching it by pressing down the zip / fastening it back.  The instructions should be provided with the costumes for pilot zipper ties.

Again, apologies that we are unable to provide refunds for unworn rental costumes, as they have to go through pre-processing (ironing, packaging) and post-processing (laundry, steam cleaning, ironing).

 


 

 

Payment

How do I make payment?

Payment can be made via the website. Currently, we accept two modes: 1) Paypal, and 2) Direct Bank Transfer for most local banks (eg. POSB/DBS/OCBC/UOB).  Do refer to the checkout page for instructions!

 

Do you accept credit card payment?

Yes, we do! Kindly select “Paypal” upon checkout and choose the “Credit Card” option.

 

What is ARD?

ARD refers to Additional Refundable Deposit. The ARD is a security deposit which will be paid upon collection (either in cash or via link here) and returned once costumes + accessories + miiostore bags, hangers, pins returned in original condition.

 

How will you be returning my additional refundable deposit?

Additional Refundable Deposit will be returned by PayPal, cash or interbank transfer, depending on your order quantity, payment mode, and order complexity.  If your order is <2 items and inspection can be done on the spot, you will receive the ARD in cash. If your order is large or complex, the ARD will be refunded once costumes are inspected in our warehouse.  This will take 1-7 working days.

ARD paid in cash: Refund will be made via cash/interbank transfer
ARD paid via interbank transfer: Refund will be made via interbank transfer
ARD paid via PayPal: Refund will be made via PayPal

Partnerships, Collaborations

I have an upcoming media event!  Can we collaborate please?

Sure, kindly email partners@miiostore.com to enquire.

 

Other Questions?

 

Kindly email hello@miiostore.com.