Frequently Asked Questions

Most Popular

+ Where does Your Closet ship?

We currently ship Australia-wide. We have next day delivery to all capital cities including Canberra, Sydney, Melbourne, Adelaide, Brisbane, Perth, Hobart and Darwin. We have overnight shipping to all postcodes covered under the Aus Post Express Network which covers approximately 90% of Aus. Express Delivery to rural areas can take an extra 1-2 days.

We deliver directly to your front door anywhere in Australia including residential, PO Boxes, hotels and business addresses.

+ Tell me about shipping

We ship all our orders via Express which takes 1 day to metropolitan areas and 1-3 days to rural parts of Australia. If your order is placed before 2pm (EST), we will dispatch it on the same day, if your order is placed after 2pm we will dispatch it the next working day.

If you place an order on a weekend or public holiday, then the order will be processed during business hours on the next business day.

All shipping includes FREE returns back to us via the prepaid satchel which will be included with your order. Express Shipping on orders over $150 is FREE Express Shipping on orders under $150 is $8.95 3 hour shipping in Sydney is $16.95 (available 9am-3pm Mon-Fri) Collection from our Sydney showroom is FREE

+ Can I get something delivered today?

Yes! If you reside or work in Sydney CBD (+20 kms) then simply select the same-day courier at checkout. Simply order by 1pm for business addresses and 3pm for residential addresses and as always you will be sent all tracking details so that you can follow its journey to your door. Same day delivery is $15.

You can also pick up from our Sydney showroom. Simply select the ‘Free Instore Pickup’ option at checkout. We will send you an email as soon as your order has been prepared so that you can pop in and collect. You can also try on at our showroom so that if it isn’t perfect then we can swap it on the spot for you.

Location: Unit 18, 10-18 Orchard Road, Brookvale, 2100, NSW.

+ Can I get something to arrive tomorrow?

Yes! If you reside within the Aus Post Express Network which covers 90%+ of Australia then it will arrive tomorrow for you. Simply place your order by 2pm and it will be dispatched the same day. If you live in a rural area, we need a little extra notice (1-2 days). Next day delivery is FREE for orders over $150 and for all orders under $150 Express shipping is $8.95 which also includes Express delivery back to us via the prepaid satchel provided.

+ How do I know if the dress will be a good length for me?

We have gowns and dresses suited to women of all heights, so each dress and gown is a slightly different length. We individually measure the length of each gown and dress to ensure it is a suitable length for you. When browsing, dresses check out the ‘Size & Fit’ tab on each product page and the reviews below which can be helpful. If you are worried about the length of your dress, simply contact our friendly customer service team, we would love to help! Email us at info@yourcloset.com.au or call us on 02 8033 1570 anytime Mon-Fri 8.30am-6pm AEST.

+ Can the designer dress be delivered to my home or office?

Yes! You can book a dress up to 6 months in advance. We recommend selecting a delivery date that is 1-2 days before your event to avoid any last-minute panics and to make sure everything’s perfect. Once your requested delivery date has been confirmed, we will send you a confirmation email.

For example, if your event is on Saturday we recommend you select Thursday as your delivery date: Thursday: Dress arrives! Friday: Try on with shoes and accessories Saturday: Look amazing at your event Sunday: Post back via prepaid satchel in yellow express post box before 3pm (or return across the counter Monday morning once Post Office is open)

+ How do I return my dress?

Returning your dress is super easy! Simply place your dress in the prepaid return satchel provided with your order and drop it at your nearest Post Office or yellow Express Postal Box.

You will receive an email from us once your dress has been safely returned. If you would like to track it back to us simply jot down the tracking number on the return satchel and you can follow its journey.

We do recommend returning to a Post Office as they do give you a receipt of lodgement which is proof of return after they scan it across the counter. However, the yellow Post boxes are just as effective.

+ Does Your Closet have a physical showroom?

Yes we do have a Sydney showroom!

We are open Mon – Fri by appointment otherwise you can just walk in without an appointment on Saturday and Sunday.

Mon- Fri: 9am-6pm by appointment
Sat: 9am-4pm walk in
Sun: 10am-2pm walk in

You can pop by our showroom during opening hours to try on different styles to find the perfect fit for an upcoming event otherwise you can rent same day on the spot and walk out with your dream dress.

You can also select Click and Collect at the checkout by ordering a dress online and collecting from our showroom.

+ What if my rental period ends on a Sunday or public holiday?

No worries! Simply slip your dress in the return satchel provided and return to the nearest yellow Express Postal Box on the return date. Otherwise you can always return across the counter at the Post Office the next business day.

+ What happens if I accidentall damage the dress?

Accidents happen. We understand that some wear and tear may be inevitable and your insurance covers you up to $100 of accidental damage for these types of accidents. Please contact us if you have accidentally stained or damaged the dress and we can work through this with you on a case by case scenario.

+ What if the dress doesn't fit or I simply don't like it?

No problem! It can be stressful not knowing if a dress will fit. That’s why we created the Love Your Look Promise. Here’s how we’ll make sure you absolutely love your look (we won’t rest until you do!

Option 1: We’ll help you find another dress

If you let us know (by phone or email) by 2pm, we can overnight you another dress/es in time for your event. Email us or call us and we’ll ship you any available style that you love.

Option 2: We’ll issue you a credit note

We’ll happily issue you a credit note (less shipping and handling) if none of the dresses in your order fit.

+ How does the 'Backup Dress' work?

If you are undecided about a dress why not add a backup dress for just a little extra? You can select another style or the same dress but a second size for just an extra $15. To reserve your back up dress you can email us after you have processed your original order or add a note with your order. There is a maximum of one back-up dress per order.

Keep in mind:

  • Your 'backup dress' can be any dress- a different size of the same dress, or a completely different style. It’s completely up to you!
  • Please make sure the ‘delivery date’ of your backup dress is the same as your primary dress.
  • When you add a 'backup dress' to your cart, the lower priced dress will automatically discount to $15
  • Remove the tag only from the dress you choose to wear for your event. Untagged dresses are considered ‘worn’ and accrue the full rental price.
If you have any questions about any of our dress or our back up dress function reach out to one of our stylists who would love to help!

+ How fast can I get my dress?

If you are in Sydney Metro you can have it delivered within 3 hours, and for the rest of Australia your dress can be delivered as fast as tomorrow if you place your order before 2pm today.

+ What if I need it today?

We offer same- day delivery dress hire in Sydney metro area (within 20km of Sydney CBD) from 9am-2pm (Sydney time) Monday through Friday. If you need a dress urgently you can always give us a call and we can organise it over the phone for you.

Delivery

+ How much does shipping cost?

All shipping includes FREE returns back to us via the prepaid satchel which will be included with your order.

Express Shipping is $9.95
3 hour shipping in Sydney is $15 (available 9am-3pm Mon-Fri)
Click and collect from our Sydney showroom is FREE

+ Do you deliver on weekends?

Although we wish we could unfortunately our couriers only operate weekdays Mon- Fri 9am-6pm. You can however pick up from our Sydney showroom on a Saturday and Sunday.

+ Can I track my items?

Yes of course! As soon as your items are sent we’ll send you an email with the tracking number and the estimated delivery date. If you do not have a tracking number, please feel free to contact one of our stylists to follow up your order.

+ Do you deliver Australia-wide?

Yes, we deliver directly to your door anywhere in Australia including residential addresses, business addresses and PO Boxes in all major cities including Sydney, Melbourne, Brisbane, Gold Coast, Adelaide, Perth, Darwin as well as rural areas. We also deliver to hotels which works well when travelling for a special event such as a Wedding, Ball or Race Day. To ensure a seamless delivery to hotels we recommend to contact them letting them know a parcel for you is on its way and then will hold it at reception for you to pick up when you check in.

+ What time will my order arrive?

Your order will arrive anytime between 8.30am-6 with Australia Post. We provide tracking information so you can see when your package is on board with the courier for delivery. If you have selected a same-day courier these can be delivered up to 7.30pm.

+ Do I have to sign for my order?

No you don’t have to. Anyone present at the address can sign on your behalf. If you would prefer we deliver without a signature you can give authority to leave at checkout. However we highly recommend someone is home to collect your items due to the high value nature of the designer dresses.

+ Can you deliver to a hotel or another address besides my home?

Sure! If you’re shipping to a hotel, please put the hotel name in the company field and the reservation guest in the attention field. Please make sure the hotel concierge is expecting your delivery.

+ What if I'm not home to sign for my order?

Aus Post will leave it at the nearest Post Office for you to pick up when its most convenient to you. If you would prefer your dress to be left at your front door without a signature, please let us know at the checkout by ticking the box giving authority to leave.

+ Do you deliver to P.O. boxes?

Yes we do.

Website

+ I'm having issues viewing your website

Please ensure that the browser you are using is up to date to ensure it is not a compatibility problem. If you are still experiencing difficulties, please contact us and we will help. Email us at stylist@yourcloset.com.au or call us on (02) 8033 1570.

+ I'm having problems placing an order through your website

Sorry about that! If you encounter any difficulties ordering through the website, please contact us to sort it out for you. Email us at hello@yourcloset.com.au or call us on (02) 9905 9567.

+ What if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through:

  • Check that your card billing details (such as the security code and billing address) match what you’ve entered into our system
  • Check to make sure your card hasn't expired
  • Your card issuer may have declined your payment. They don’t tell us the reasons for this, so it’s best to check with them before attempting to use your card again.
If none of these apply, please contact info@yourcloset.com.au We’re happy to help!

+ Do I need to have an account to order from Your Closet?

No it’s not necessary but you are missing out on some cool perks:

  • Faster check-out
  • Access to new arrivals before anyone else
  • Exclusive offers and personalised style recommendations from our stylists
  • Ability to check your current order status & your order history
  • Invite friends to earn credit
  • Save your favourite styles in My Favourites

General

+ When do you get new arrivals in?

We receive new arrivals in every week. Follow us on Instagram @yourclosethire and sign up as a member to be the first to have access as our new arrivals drop.

+ Do I need to have an account to order from Your Closet?

No it’s not necessary but you are missing out on some cool perks:

  • Faster check-out
  • Access to new arrivals before anyone else
  • Exclusive offers and personalised style recommendations from our stylists
  • Ability to check your current order status & your order history
  • Invite friends to earn credit
  • Save your favourite styles in My Favourites

+ How long can I rent a designer dress from Your Closet?

We currently have 4 or 8 day rentals available. Simply select your preferred rental period and then your ‘delivery date’ when you’re making a booking. We will deliver your dress on your ‘delivery date’ and your dress needs to be returned on the last day of your rental period ‘return date’.

We recommend selecting a delivery date 1-2 days before your event:

Day 1: Dress arrives (yay!) Try it on and ensure sizing is spot on.
Day 2: Organise the right undergarments and shoes.
Day 3: Shine at your event and post lots on photos looking incredible in your dress!
Day 4: Return dress by 4pm.

If your ‘return date’ falls on a Saturday, Sunday or public holiday, simply drop your dress in the yellow Express Postal Box any time on the return date, or at your nearest Post Office the next business day once the Post Office is open. It will arrive with us the next day and you will receive an email once we have received it safe and sound.

If you require your designer dress for a rental period of more than 8 days feel free to get in touch with one of our stylists who can easily organise this for you. This option is particularly popular for our customers who rent a designer dress for an overseas Wedding or as a bridesmaid.

+ How do I choose the perfect dress?

If you know exactly what you are after: Use our search filters to help you narrow down your choices by trend, colour, body type, designer and more. Click here to get started!

Can’t decide and need styling advice: Email or call a stylist. They’re experienced stylists, and have tried on all our dresses.

Love a style but need more info: Find fit measurement details on the “Size & Fit” tab of each dress.

Check out the customer reviews on each product to get an idea of how other women have styled the outfit.

+ What can I do at the Your Closet showroom?

Styling: Book an appointment to receive one-on-one from one of our expert stylists.

Browse the Dream Closet: Walk-in and browse our inventory.

Pick Up, Drop Off & Exchange: Pick up your order on your delivery date or drop it off on your return date. If the dress you ordered online doesn’t fit, exchange it at our store for free.

+ Which forms of payment do you accept at the Your Closet showroom?

We accept all major credit cards (including Visa, MasterCard and Amex), Paypal and AfterPay but unfortunately we don’t accept cash.

+ How do I pick up my order from a location?

If you chose to pick up your order at our showroom (you would have chosen the “pick up at our showroom” option at checkout), simply pop in during our opening hours on day 1 of your rental period. You will also receive an email once you have reserved your dress with steps on how to pick up from our store and opening hours.

+ Are all the online designer dresses new?

Yes! And will arrive with you in perfect as-new condition.

+ Where do you purchase your dresses for hire?

We work directly with our designer partners (Camilla and Marc, Camilla, Rebecca Vallance etc) to purchase our dresses. They work alongside us so that we can provide our customers with the latest designer dresses at the start of each season and in a range of sizes.

+ Can you guarantee the authenticity of the garment?

At Your Closet, we unconditionally guarantee that all our dresses are 100% authentic. We work closely with our designer partners and only ever purchase direct from the designers.

+ What is the condition of the dress when I recieve it?

We have very strict quality control measures to ensure your dress arrives to you in excellent condition. All our dresses are dry-cleaned by a luxury specialist, pampered and preened after every use so your dress will arrive looking perfect and in new condition.

+ Do I need to dry-clean the dress before returning it?

No we take care of all of that!

+ Does the dress arrive wrinkle-free?

We do our best to ensure that every dress arrives wrinkle-free. After being steamed and pressed, all dresses are carefully wrapped in tissue paper and placed in a protective garment box before being delivered. Certain fabrics are more prone to wrinkles though, and if you receive a dress with slight creases, please try steaming the garment on low heat. You could also have the dress in the bathroom whilst you have a steamy shower and the steam will gently buff out any wrinkles.

Please don’t iron the dress as this may cause damage to certain fabrics. Get in touch with one of our helpful stylists if you have questions or concerns regarding fabric.

+ What do I do if my dress is too long for me?

We individually measure the length of each dress to ensure it’s the perfect length for you. Check out these sizing measurements under the ‘Size & Fit’ tab on each product page. You can certainly use fashion tape to temporarily hem a dress just please ensure it is all removed before returning the dress to us. We ask that you don’t attempt to alter any of our delicate dresses. If you are worried about the length of your dress, simply contact our friendly styling team who would love to help.

+ What happens if I damage the dress?

Your insurance covers all minor wear and tear such as missing buttons, small repairable tears, small stains, stuck zips etc. Your insurance doesn’t cover permanent and irreparable damage however this is an extremely rare circumstance. In this instance, we will work with you to resolve the damage but may you be asked to pay the retail cost of the dress less your rental fee.

+ What is your ABN?

Our ABN is 51 608 255 741.

+ What sizes do you stock?

Currently we stock sizes 6-20.

+ What if the dress is lost or damaged beyond repair?

If your dress gets lost, stolen or damaged beyond repair, you will be liable to pay for the retail price of the item as listed on our website. We know this is a rare and unfortunate event, and rest assured, we’ll work out the best solution for you. In assessing the replaceable value, we will take into account: the demand of that dress in the market, the availability to purchase that dress in the market, the condition of the dress before you hired it, and the rental fee that you’ve already made.

+ Which designer dresses do you stock?

Our collection includes over 1000 designer dresses from: Alex Perry, Camilla, Camilla & Marc, Christopher Esber, Josh Goot, Nicholas the Label, Rebecca Vallance, Grace & Hart, Self Portrait, Elle Zeitoune, Dress The Population, Thurley, Talulah, Zimmermann and many more.

We receive new arrivals on a daily basis with many more designers to come with every season! Our aim is to build a wardrobe with a large selection of designer dresses to suit all of your events and occasions. Think of us as your endless, dream closet.

+ Can I request a dress or designer that is not featured on your website?

If a particular dress or designer is not featured in our collection, please reach out to us and we’ll see what we can do. We are always on the lookout for the best selection of designer dresses.

+ Does Your Closet have a physical store?

We do have a Sydney Showroom which is open:

Mon-Fri 9am-6pm by appointment
Sat: 9am-4pm walk in
Sun: 10am-2pm walk in

To make an appointment simply email us at info@yourcloset.com.au or call us on (02) 8033 1570.

Our address is Unit 18, 10-18 Orchard Road, Brookvale, 2100, NSW.

+ How private is the personal information that I give you?

The privacy of your personal information is very important to us. We will not disclose, rent or sell your information to anyone. See out Privacy Policy for more details.

Return

+ How do I return my dress?

Returning your dress is super easy (and free)! Simply place your dress in the prepaid satchel included with your order and drop to your local Australia Post Office or yellow Express Post Box by 3pm on your return date. There’s no need to return your box or cards included with your order- they are yours for keeps!

+ Are there late fees if I return the dress late?

Late returns are extremely stressful as they can impact our ability to provide a great experience to our next customer. It is rare that someone returns a dress late however if you do happen to miss your return date and send your dress back late, then a late fee of $30/ day applies. We also send you an email before your return date and a friendly SMS reminder on the day of your return date.

+ How do I know if you have received the dress that I returned to you? I don’t want to be charged late fees...

We will send you an email to confirm as soon as we have received your dress back safe and sound. You can also jot down the unique tracking number on your return postage bag to track your return’s journey back to us.

+ What's your return policy?

If your dress/es aren’t a perfect fit simply send back within 24 hours with all tags intact for a credit note less delivery.

+ Help! I can't find my return Express postage satchel!

No problem! You can always purchase another express satchel from Aus Post and address it to ‘PO BOX 6191, FRENCHS FOREST, NSW, 2086’. Please send us a copy of the tracking number so that we can track its journey back to us.

+ What if my rental period ends on a Sunday or a public holiday?

No problem! Simply drop your return satchel into the nearest yellow Express Postal Box and your package will be sent back to us the following day. Alternatively, you can return it the following business day across the counter at your local Aus Post office.

Ordering and Payments

+ How can I update my order?

If you would like to make any changes to your order such as the dress style or delivery address, please contact us via phone or email and one of our stylists will organise this for you.

+ How can I check the status of my order?

You can check the status of any order by logging on to your YC account and clicking on the ‘My Orders’ page. We also send you emails once your order has been confirmed, once it has been sent and once it has been returned safely to us.

+ How do I cancel my order?

To cancel your order, please contact our team of helpful stylists. Rental fees are non-refundable however you will receive a full credit note.

+ Can I use multiple promo codes at checkout?

Only one promo code will work during checkout. If, in your travels through the internet, you’ve been lucky enough to be awarded two Your Closet promo codes that are both valid, please choose the one you want to use more. Offers advertised on site without a code will be automatically applied and can be used in conjunction with a separate promo code

+ When will my credit card be charged?

Your credit card is charged as soon as we have received your order and confirmed the availability of your requested dress

+ Will I pay a surcharge for using my credit card?

Absolutely not! We absorb the credit card processing fees. What you see if what you get, no hidden fees.

+ What methods of payment do you accept?

We accept Visa, Mastercard, American Express, AfterPay, & PayPal.

+ What if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through:

  • Check that your card billing details (such as the security code and billing address) match what you’ve entered into our system
  • Check to make sure your card hasn't expired
  • Your card issuer may have declined your payment. They don’t tell us the reasons for this, so it’s best to check with them before attempting to use your card again.

If none of these apply, please contact info@yourcloset.com.au We’re happy to help!

Store Credits

+ I have a store credit at Your Closet, how long is it valid for?

Our store credits have no expiry date.

+ Do I have to have an account to earn store credits?

Yes, only a registered member can earn and redeem store credits. Membership is free.

Copyright © 2017 Your Closet Pty Ltd.