FAQs

FAQ

DREXCODE is the first web boutique that offers a new fashion experience, trendy and smart, offering the possibility to hire dresses and accessories of the latest collections of top luxury brands.

General

Can I buy the dress?

There are several options for purchasing our dresses.
- End of season sale: two times a year we hold an end of season sale during which you will be able to buy clothes at a very special price. You will receive an email with all the relevant information
- Sale of rented dress: if you are interested in purchasing the dress that you rented contact us directly at contact@drexcode.com and we will manage your request subject to availability.
- On our Website: con Drexcode.com you will find a specific section dedicated to the sale of our dresses at a special price.

How do I choose the right dress?

Refine your search using the filters designer, size, colour, dress model, occasion or contact our stylist for personalized advice.

How do I return the dress?

The gown must be returned by 12 a.m. on the fourth day of rental. Place the dress carefully in the Drexcode garment bag in which it was delivered. Fold it into three or four parts and place it in the box provided by us. Attach the pre-printed label you find inside the box exactly over the existing one. Seal the box with packing tape. Finally contact your local DHL (https://www.dhl.it/en/express.html) and the courier will pick up the package directly to your home address. Alternatively, you can deposit it at a DHL drop off point (find the closest to you here). More information about the return procedure will be send with the dress.

How does dress rental works?

Sign up and choose your perfect dress among our wide range of dresses from the lastest collections. Enter the date on which you wish to receive the dress, select the rental period (4 or 8 days), your size and choose among the available outfits. You will receive the dress within 48-72 hours via DHL to the address you specified (home, office or hotel). The rental lasts for 4 days (or 8 days) and you need to return the dress before 12.00 a.m. on the fourth day. In order to return it, you can personally contact the local office of DHL (https://www.dhl.it/en/express.html) or you can drop it in one of DHL drop-off points. More information about the return procedure will be send with the dress.

How far in advance can I rent?

We offer 48 hours delivery everywhere in Europe. You can reserve your gown up to 6 months in advance and 3 days prior to the event. We recommend that you schedule your order to arrive 1-2 days before your event.

How long is the rental?

The rental lasts for 4 or 8 days. We suggest for you to plan the delivery two days before your event. If the return is scheduled on the weekend or on a public holiday, you can give the dress back on the first available working day (e.g. if your event will be on Saturday the 20th, book your delivery for Thursday the 18th and return the dress on Monday the 22nd within 12 a.m.).

What are the hearts over the clothes for?

By selecting the heart on the dress you like, you save your favourites so that you can easily compare them later and choose the one you prefer.

Who are we?

Drexcode is the first luxury web-boutique where you can rent special occasion outfits from the latest collection of leading designers. Thanks to our collaboration with the most prestigious Italian and foreign fashion designers, we select the dresses that have appeared on catwalks and that are suitable for any special occasion.
size and fit

Can I get the measurements of the clothes?

Of course, we can provide you with the measurements of the models you want, as well as photos and personalized advice. Contact us on customercare@drexcode.com or telephone/whatsapp at +39 388 981 6879

How do I know if the dress will fit me?

On the specific product page you will find a detailed descripriton of the dress. You can also contact our stylist if you want specific and personalised advice via email stylist@drexcode.com or via phone/whatsapp at the following number +39 388 981 6879.

How does the custom hem work?

The custom hem service is selectable within the product page. You will be asked to enter your height, heel height and shoulder to floor measurement. The service costs 10 euros. If you need help you can contact customer service via phone/whatsapp at +39 388 981 6879.

What if the dress does not fit me?

Contact us immediately and return the dress on the same day without removing the attached label. You will only pay for the shipping costs. We will do our best to send you a substitute dress upon agreement and subject to availability. Alternatively you can ask for full refund, which excludes the delivery costs.
maintainance and care of the dress

Are the clothes insured?

All items have standard insurance included in the rental price which covers removable stains and minor damage, such as broken zips, loose buttons, loose sequins, etc. Anything that permanently alters the state of the garment is not covered. Any damage will be assessed by our team of experts upon return.

If I stain my dress, can I try washing it?

Do not attempt to wash the garment in any way. Contact us promptly to tell us the type of stain, so that we can give precise instructions to the laundry.

What happens if I accidentially stain the dress?

We understand that some stains and minor damages can occur with normal use of the dress. Our laundry and tailoring service will take care of fixing them. By paying the €5 insurance you will cover any work of this kind to a maximum value of €100. The insurance does not cover other significant damage or theft that will be billed to you.

What is Insurance Plus?

The Plus Guarantee is additional insurance, which can be selected during the shopping cart phase. It covers any damage up to €300 of repairable damage. Anything that permanently alters the state of the garment is not covered. Any damage will be assessed by our team of experts upon return. Any damage that compromises the integrity, the shape, the reuse under equal conditions of the dress are not covered by the guarantee and will be regulated as specified in point 12.2,12.3,12.4,12.5 of the Terms and Conditions

Who takes care of washing and ironing the dress?

Our dresses are fine garments made with high quality materials. Our expert laundry service takes care of them after each rental, in order to preserve them in good condition. We pack the dress so that it does not need to be ironed once you receive it. However, if there are pleats that you want to remove, please read the instructions, that will come in the box with the dress, carefully and feel free to contact our stylist for any advice.
payments

Do I need to pay a security deposit?

As any rental service, an authorization of payment for an amount of €500 is required as a deposit, which will be used only in case of failure to return or significant damage. Once you confirm your rental and proceed to payment, only the rental price of the gown will be charged. If you fail to return the dress, the full retail price of the item will be charged to you.

How can I pay for the dress I want to hire?

We accept all major credit cards and we process payment with secure transactions. Drexcode has no access to your credit card details, which will be entirely managed by your bank in compliance with the privacy policy. Since Drexcode is a rental website we cannot accept prepaid cards like Postepay, but only credit cards.

How does the refund of a rental return work?

Once the rental product has been returned (in its original condition), you will receive a refund within 7 working days (excluding return shipping costs). Alternatively, you can request an exchange of the rented product by contacting customer care, or a voucher valid for one year.

What payment methods do you accept?

On Drexcode we accept credit cards and PayPal payments.
delivery

f I return a rented item late, what happens?

The procedure provides that every day following the expiration of the rental you will be charged a cost equal to 25% of the 4-day rental price. For any unexpected event or problem, contact customer service promptly via telephone/whatsapp on +39 388 981 6879 for assistance

How can I know if the dress will arrive on time?

Courier will deliver the dress to the address you provided upon your order. Orders received by 10 a.m. will be dispatched on the same day while those received in the following hours will be processed the next day. The average delivery time, from the date of dispatchment, is 48H in all Europe. If you require a shorter delivery time you will be able to select an Express Delivery at an extra cost. Inside the box you receive you will find: the dress inside its garment bag and pre-printed sticker to use to return the dress. The return costs are on us.

How can I return a rented dress?

The dress must be returned by 12.00 on the last day of rental. Carefully place the dress in the Drexcode dress cover in which you received it. Fold it like an accordion into 3 or 4 parts and insert it into the prepaid box provided by us. Attach the pre-printed label that you will find inside the box with the return data. Seal the box with packing tape. Contact DHL directly at number 199199345 and the courier will come to collect the package directly at the address you indicated. Alternatively, drop off the package at one of the DHL drop-off points. For further information you can contact our customer service via telephone/whatsapp at +39 388 981 6879

If I'm not at home on the day of delivery, what happens?

If the courier accidentally misses your home on the day of delivery, they will typically attempt another delivery the following day. Contact us for assistance via phone/whatsapp on +39 388 981 6879

The package has not arrived, what should I do?

Contact our customer service immediately via phone/whatsapp on +39 388 981 6879 or on customercare@drexcode.com