Frequently Asked Questions

General

1. How long is a rental?
2. How do I choose the perfect dress?
3. How much does shipping cost?
4. When should I make a reservation for a dress?
5. How do I try on a rental dress?
6. What if none of the rental dresses I ordered fit?
7. When will my card be charged?
8. How do I cancel my order?
9. How do I get a refund for my purchase?
10. How can I make changes to my order?
11. Why isn't my promotion code working?
12. How do I use Lylamod store credit?
13. Can I keep or purchase a dress that I am currently renting?
14. Do you have a wait list for dresses?
15. How often do you add to your dress selection?
16. Can I consign my dresses with Lylamod?

Delivery & Returns

17. What time will my dress arrive?
18. Can I remove sizing return dress tag during my rentals?
19. What if my rental ends on a Sunday or holiday?
20. What if I want to extend my rental dress?
21. What if I return my rental order late?
22. What if I don't return a rental dress?
23. My carrier does not pick up ground packages on Saturday. What should I do?
24. What if my items don't fit in the pre-paid return packaging?

Dress Condition & Care

25. Are your dresses new or used?
26. How do you ensure the quality of the dress hire?
27. Where does the dresses for hire come from?
28. How are the dresses cleaned?
29. Will the dresses need to be pressed upon arriving?
30. How much security deposit do you take for renting a dress?
31. Can I do small alterations to a rental dress?
32. What if I accidentally stain or damage the rental dress?
33. What if I stain the rental dress?
34. What happens if I lose or damage the rental dress?
35. How do I care for the rental dresses?

Showroom 

36. What are the address, hours, and contact info for the showroom?
37. How do I pick up my order from the Lylamod showroom?
38. Can I return my rental at the Lylamod Showroom?
39. What can I do at the Lylamod Showroom?
40. Which forms of payment do you accept at the Lylamod Showroom?
41. Can your showroom accommodate private events? 

1. How long is a rental?

Your booking is for a 4-day rental. Email customercare@lylamod.com if you need to rent a piece for longer. We recommend booking your order to arrive 1-2 days before your event to ensure you have plenty of time to style your look. An ideal booking time frame would look like this:


Day 1: Dress Delivery – Arrival by 8pm on your booking date. 
Day 2: Dress Styling – Accessorise and match your outfit.
Day 3: Dress Higher – Look gorgeous for the Occassion.
Day 4: Goodbye Dress – Pack for returns to Lylamod.

2. How do I choose the perfect dress? 

a) If you know exactly what you want use our search filters to help you narrow down your search by Size, Colour, Length, Cut, and more. Click here to get started!
b) Can’t decide and need advice? Simply contact Customer Care and one of our helpful dress-coordinators will soon respond.
c) Love a style but need more info? Under each dress description page you will find specific dress measurements, as well as more details on fit and material.
d) Still unsure? Make an appointment to visit our Showroom to try-on dresses and have it fitted if minor alterations are possible for your chosen dress.

3. How much does shipping cost?

a) If you pick up your order from our showroom then shipping is free. 
b) Our standard shipping rate is a flat-rate of RM25.00 or RM30.00 – for larger orders. Standard delivery times are 3-5 business days with shipment tracking. (i.e. If you order on a Monday, you will likely get it either on a Wednesday or Thursday. If you order on a Saturday, you will most likely get it on a Tuesday!) 
c) Our same-day shipping rate starts from upwards of RM30.00, and includes your return collection shipping fee (RM18.00 or RM24.00 for larger orders) – which you need to pay upon ordering. You will pay the exact delivery fees by cash to the driver/dispatch upon delivery. The delivery fee will depend on your location and how large your order is. Don't worry, we will contact you before confirming any same-day delivery to ensure the best delivery method and timing for you.

4. When should I make a reservation for a dress?

You can book a reservation up to 2 months in advance, and schedule your order to arrive 1-2 days before your event. We also offer same-day delivery as long as you place your order before 12pm on the day you'd like your rental to arrive (excluding Tuesdays – we are closed! – and Public Holidays).

5. How do I try on a rental dress? 

Visit our showroom ‘Playground Style’ where you can try on as many dresses and explore your dress style!

6. What if none of the rental dresses I ordered fit?

If this happens we can help! Choose one of the following options:
Option 1: Return it and Pick another dress. In most cases, we can overnight you another dress in time for your event (Yes, with free shipping!). Contact Us once you've tried it on and we'll ship you another dress.
Option 2: Return it and receive a full refund (less shipping). We’re happy to give you a full refund (less the cost of shipping, rental fee of accessories and saleable items) if none of the dresses in your order fit. To receive a refund, email us within 4 hours after receiving your order. Using the same shipping box, reseal the box for our carrier's collection or if provided, affix the pre-paid return shipping label and drop off the order at your nearest shipping location by 12pm the next day. Please note that failure to deliver the order to our carrier's by 12pm the next day will result in a full charge of the rental and no refund will be issued. Also, please ensure that the sizing return tag remains affixed to the dress. No refund will be issued if the dress tag has been cut off, removed, or tampered with.

7. When will my card be charged?

You’re charged at the time you make your reservation, like booking a flight!

8. How do I cancel my order?

Send an email to customercare@lylamod.com with your request to cancel your order. You will receive a response within 24 hours. Please note that you may cancel your rental order at least five (5) days prior to the ordered delivery date, subject to the following cancellation fees: (i) for cancellations that are thirty (30) or more days in advance of such delivery date, no cancellation fee; and (ii) for cancellations that are less than thirty (30) days in advance of such delivery date, full credit that can be applied to a future Lylamod rental; credit at Lylamod shall be good for one year from the date of issue.

9. How do I get a refund for my purchase?

Email customer care within 4 hours of delivery with your Sizing Return request. Using the same shipping box,  reseal the box for our carrier's collection or if provided, affix the pre-paid return shipping label and drop off the order at your nearest shipping location by12pm the next day. Please note that failure to deliver the order by 12pm the next day to our carrier will result in a full charge of the purchase and no refund will be issued. Also, please ensure that the sizing return tag remains affixed to the dress. No refund will be issued if the dress tag has been cut off, removed, or tampered with.

10. How can I make changes to my order?

Contact Customer Care as soon as you need to make any changes. If your order has already shipped, you can’t make any changes (also see no. 8. How do I cancel my order?).

11. Why isn't my promotion code working?

There are a few reasons why your promotion code may not be working:

  • The promotion has expired.
  • The order does not meet minimum value requirements.
  • Our promotion codes are case sensitive; copy and paste the code directly from the email. 
  • Only one promotion can be added to each order.
  • Gift cards and promotion codes cannot be combined.
  • You selected "Gift Card" and not "Promo Code" when checking out.

12. How do I use Lylamod store credit?

Upon checking out, your store credit will be automatically applied to your shopping bag. If you don’t use the entire credit, the remainder will be stored in your Lylamod account for future purchases.

13. Can I keep or purchase a dress that I am currently renting?

We only offer our dresses and accessories for rent now. But do email us with your interest along with the Style Code of the dress. We will put your name on a waiting list for notification when the dress goes on sale. 

14. Do you have a wait list for dresses?

If the dress you've been eyeing is not currently available for rent on your event date, keep checking back. While we do not have a wait list for styles, it may become available! Contact us to see if we have any alternatives.

15. How often do you add to your dress selection?

We are constantly adding new dresses to our Collections! Join the Lylamod Newsletter and receive all the latest updates on our new arrivals and offers.

16. Can I consign my dresses with lylamod?

Email us with your interest in consigning and we will email you back with more details.

17. What time will my dress arrive?

Orders are delivered up to 8pm on your rental delivery date. If you ordered with Standard shipping, you will be able to track your shipment. Typically, Standard shipping orders are delivered to you between 9am-6pm on normal business days. 

18. Can I remove sizing return dress tag during my rentals?

Yes! After you have received your dress and you are happy with the fit and look of the dress please feel free to remove the dress tag on the dress. However, if you are unhappy with the rental and would like to return the dress, please do not remove the dress tag. If the dress tag is removed no refund will be issued even if the dress is returned by 12pm the next day. We would have assumed you have decided to wear the dress when you remove the dress tag.

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

We update your order's return date to the next business day and our carriers will come collect your returns on the corresponding date.

20. What if I want to extend my rental dress?

Extending your dress is not a problem! Just notify us that you would like to extend the rental and we can do that for you providing that any extensions do not conflict with any other future orders for that dress. Extensions are charged at a rate of 60% of the rental price for a further 4-day extension period.

21. What if I return my rental order late?

To fulfil a top-class dress hire experience to all our customers, we aim for a 5-star service that begins with on-time delivery. As our pieces are unique and hard to replace, we cannot buy more pieces to fulfil orders when any returns are late (or damaged; lost/stolen). We rely on our customers returning dresses on time for us to ensure other customers will have their dress for their event. Please review our late policy here.

22. What if I don't return a rental dress?

We only offer our dresses and accessories for rent now. Please return dresses on time so we can fulfil other customer bookings for the dress.  If we do not hear from you (and you decide to keep it), we will assume that the return is late and we will charge you RM50.00 for each day past your return date. After 20 days, we will assume that you will no longer return the dress and we will charge you for the full retail price of the dress – on top of any rental and late fees, shipping, deposit, and any more taxes or fees already paid for by you.

23. My carrier does not pick up ground packages on Saturday. What should I do?

We certainly understand that some locations do not pick up on Saturdays. Please still return your order on that day (to the nearest hub) for it to be scanned the next business day. As long as it’s delivered to our carrier on that Saturday and scanned for the next business day you won’t receive a late fee.

24. What if my items don't fit in the pre-paid return packaging?

The shipping box delivered to you will contain all the pieces in your order. Upon return, pack-up the items in the same way. If you find difficulty in re-packing, please reach out to us so we can advice you on suitable alternatives.

25. Are your dresses new or used?

Like new! We only list dresses that are in 'Like New' condition and  considered its imperfections when we price the pieces for rent.

26. How do you ensure the quality of the dress hire?

All dresses are dry cleaned by professionals and every item inspected for stains and for signs of wear and tear after every dress hire. We have a dedicated tailor for repairs and alterations. We want you to be happy with your chosen outfit, so when you order from us, we inspect the garments again before hand packing and delivering them to you. If there are any discrepancies, we practice a 4-hour refund policy. You can either opt for a refund, or select another dress in the same tier category for an exchange.

27. Where does the dresses for hire come from?

Dresses on Lylamod.com are sourced from local and international boutiques and stores, as well as from personal wardrobes. We only rent out dresses that we will wear ourselves, with tried-and-tested quality of the pieces from our favourite designers. They are 100% guaranteed to be authentic, loved and treated like new condition.

28. How are the dresses cleaned?

We take great care in cleaning the dresses. We use professional dry cleaners to ensure that each dress is cleaned thoroughly, steamed and pressed. And we inspect for quality, and package with care so that it’s ready for you to wear.

29. Will the dresses need to be pressed upon arriving?

We do our best to ensure the dresses arrive to you wrinkle-free. Each dress is steamed and pressed before being covered in paper for wrapping or placed in a protective garment bag. If you receive a dress with slight creases please carefully steam the garment on low heat or contact Customer Care for advice.

30. How much security deposit do you take for renting a dress?

Up to 30% of the retail price, varying between dresses. High-value pieces such as dresses in the Luxury tier category, or limited edition pieces carry the maximum 30% deposit fee.

31. Can I do small alterations to a rental dress?

No alterations, no matter how small or minor they may be, are allowed to any dress, including pins! Any alteration (or cleaning) to a dress will be considered as damage and may result in us charging you.

32. What if I accidentally stain or damage the rental dress?

We understand that some wear and tear and missing sequins may be inevitable but significant damage and theft are not covered in your rental. The cost to repair or replace will be deducted from the deposit. In cases where a dress is damaged beyond repair and can no longer be rented or sold, we will have to charge up to the full amount of the retail price (not including any rental fees already charged).

33. What if I stain the rental dress?

That depends on the damage… We understand that some wear and tear may be inevitable. We do not charge or take from your deposit for normal wear and tear or stains removable by dry-cleaning. We only consider significant damage that need specialist cleaning such as stain removal (i.e. colour or dye run from foreign items, stubborn food stains, marker pen marks...). 

34. What happens if I lose or damage the rental dress?

In cases where there are major damages to a dress and the dress can no longer be rented or sold, then we will need to charge you up to the full amount of the retail price. In the case of lost or stolen dresses, you will be charged the full amount of the retail price of the dress.

35. How do I care for the rental dresses?

The delicate nature of the fabric of a dress means that care and attention must be taken during dressing. Please follow these care guidelines for any dress hire:

  • Care and attention must be taken when wearing jewellery to avoid any pulls.
  • Avoiding rough surfaces where the dress may come into contact with abrasion. 
  • Avoiding wet surfaces where the dress may come into contact with water and dirt and/or colour run may occur.
  • Avoiding contact with foreign items which can cause unremovable colour transfer stains.
  • Be mindful of any surrounding objects which may snag or damage the dress.

    36. What are the address, hours, and contact info for the showroom?

    Visit our showroom page, Playground Style, for address, contact and opening hours. If you would like to know more about our location, call +60 3 8020 7286, or send us a message on WhatsApp. (Lines open Wed–Mon, 9am-6pm)

    37. How do I pick up my order from the Lylamod showroom?

    If you are picking up your order at our showroom, you would have chosen the 'Self-collection' shipping option at your order checkout. Make an appointment with us before coming to collect your rental. You can pick up your order between 4-8pm on your rental start date.

    39. Can I return my rental at the Lylamod Showroom?

    Yes. You can return your rentals to our showroom up to 8pm on your return date. We are open from Wednesday to Monday, and closed on Tuesdays and Public Holidays.

    39. What can I do at the Lylamod Showroom? 

    You can return rentals to our showroom up to 8pm on your return date and self-collect your order between 4-8pm on your rental start date.

    40. Which forms of payment do you accept at the Lylamod Showroom? 

    We accept bookings or orders placed in the showroom via your Lylamod account on the website.

    41. Can your showroom accommodate private events?

    Yes. Send an email to customercare@lylamod.com to get started and learn more about our private event packages.