In-Store Hire Terms and Conditions

1. Introduction

Welcome to Oliver Brown. Your experience is important to us, and we want your event to be one to remember. If you have any questions about your hire or these Terms and Conditions (“T&Cs”), please contact our team at customer.care@oliverbrownlondon.com or on +44 (0) 207 259 9494. If you have already placed a hire order or collected your hire, please email hire@oliverbrownlondon.com.

These Terms and Conditions (T&Cs) apply to all hire agreements made with Supaman Ltd (trading as "Oliver Brown"), 75 Lower Sloane Street, London, SW1W 8DA (Company number 03909637).

By placing an order in-store or online you agree to be bound by these T&Cs.

2. Definitions

• “We”, “us”, “our” refer to Oliver Brown .

• “You” refers to the lead person named on the order.

• “Order” refers to each individual hire agreement for an outfit or group of garments.

• “Royal Ascot Hires” are hires created specifically for attending the Royal Ascot event.

• “Grand Total” means the total amount payable for all individual orders, including VAT.

3. Ordering and Contract Formation

• Orders may be made in an Oliver Brown store or online.

• A separate order will be created for each outfit, though multiple orders may be grouped under one lead person.

• Once confirmed in writing, a binding contract exists between you and Oliver Brown.

• No third party has any right to enforce these terms.

• You are financially responsible for all individual orders linked to your booking.

• Please ensure your contact details (including email and phone number) are accurate so we can keep you informed.

4. Measurement and Sizing

To help us fulfil your order correctly:

• Measurements for each outfit must be provided no later than 14 days before your collection or delivery date.

• If your hire date is within 10 days of placing the order, sizes must be provided at order creation.

• Orders without confirmed sizes 5 days before collection or delivery will be cancelled and treated as a cancellation by you.

• We strongly recommend visiting our Cornhill (Mon–Fri) or Lower Sloane Street (Mon–Sat) stores for professional fitting.

• Oliver Brown is not liable for errors resulting from self-sizing or online measurement entry.

5. Payment

• Full payment of the Grand Total is required at the time of booking (online or in-store).

• Orders will only be despatched or made available for collection once full payment is received.

• Payments can be made by the lead person or any named member of the group.

• Refunds, when applicable, will be made to the original payment method.

• If payment fails or is unauthorised, we accept no liability for delay or non-delivery.

6. Security Deposit

• A credit or debit card is required for a security deposit when collecting your order.

• We will authorise your card (typically £0.50) to allow recovery of funds if necessary (e.g., late return, loss, or damage).

• Any additional charges will be deducted from the deposit, or invoiced if they exceed the deposit amount. Yoy can view our full fee list here. 

• Same-day hire collections incur a £25 administration charge.

• We will always attempt to contact the cardholder before applying charges.

7. Delivery and Collection

Collection

• Orders can be collected up to 7 days before the event.

• Please check all items before leaving the store — we cannot accept liability for missing items once you have left.

• Any issues must be raised at collection.

• We may charge a short-notice dispatch fee (see Fee List).

Home Delivery

• Please review our full Delivery Policy for details.

• You must ensure someone is available to receive the delivery.

• If delivery fails twice, your order will be treated as cancelled by you.

• Deliveries to “safe places” are at your risk.

• Any issues must be reported on the day of delivery.

8. Insurance Cover

• Optional insurance cover protects against accidental damage before return or pick-up.

• The fee is automatically added unless you opt out.

• Insurance does not cover loss, theft, or intentional damage.

• Top hats and hat boxes are covered automatically.

• Without insurance, you will be charged for any repair or replacement required.

9. Damaged or Lost Items

• If you opt out of insurance, you are liable for full repair or replacement costs.

• Items damaged beyond repair or lost will be charged at the current retail price listed online.

• If we make an error (e.g., wrong size or missing item), we will make every reasonable effort to correct it.

• Please contact us before purchasing replacements, as we cannot guarantee reimbursement.

10. Returns

• Your return date is shown in your order confirmation and on your hire bag ticket.

• Late returns incur a daily fee per order. View our fee list here.

• All items must be checked with a team member upon return.

• If collection is arranged, our team will complete the check for you.

• Orders not returned within 7 days of the due date will be charged at full retail value.

• Please return hire documentation with your garments.

• We are not responsible for non-Oliver Brown items mistakenly returned to us.

11. Cancellations

If you need to cancel your hire: