FAQ's

How do I book a dress?

To book a dress you have 2 options.

  • Browse through our extensive range of beautiful dresses. Once you have decided on the dress you would like to wear to your event, select a day for delivery from the calendar on the contents page. This will automatically set the return date to the following Monday.

You will be required to pay for your dress in full to secure it for your event; unfortunately we cannot ‘hold’ a dress for you. We can take bookings up to 3 months in advance. If the dress you wish to wear is very popular then we advise you to book it in advance to avoid disappointment.

  • The second way to book a dress is to come into our store located at 571 Hampton St, Hampton and try the garment on in person and book from the store. We are open every day except Tuesdays.

You can also phone the store and book in a home appointment for a $25 fee. Simply browse online the dresses you would like to try and then either phone or email this enquiry through along with the time convenient and we can arrange to do the fittings.

 

How long can I hire a dress for?

Rentals are strictly Thursday to Monday, unless otherwise previously arranged. Our deliveries are completed via courier so they arrive in pristine condition at a time suitable to you. The day after your event, please pop the dress in the supplied satchel and return to our store in Hampton no later than Monday 3pm, the store is also open on a Sunday until 1pm to allow for next day drop off. Your garment must be returned no later than the date specified in the instructions at time of purchase. Please remember other customers are waiting to wear the dress after you, and if you return the dress late, we have to refund the customer who misses out. You will be charged an extra fee if you do not immediately return the dress.

 

I need the dress ASAP!

No problem! If you live in the Bayside area, we can arrange for your dress to arrive by 6pm that day via courier or alternatively you can come into the store. If you make your booking online the dress will need to be booked and paid for by 9am on the day of delivery.

 

I received the dress and its not quite right. What do I do?

If the dress doesn’t fit properly or isn’t what you thought then we can fix this! Please phone or email us at sales@yoursecretcloset.com.au and let us know. We will advise you to return it in the provided Australia Post satchel. You then may choose another dress which will be dispatched on receipt of the original or you can request a credit voucher (less postage cost $30) to use at another time. To re-send an additional dress a $30 fee will be charged for postage costs. If the dress is not sent back in time (the day you have received it and notified us that its unsuitable) your payment will be voided.

 

What if I stain or damage my dress!

Beware of fake tan and red wine! We suggest you take extra care as dress replacements will be charged if deemed ruined. Please do not attempt to clean the dress – scrubbing and soaking can cause discoloration and this dress will need to be paid for at its recommended retail price, if deemed unsellable by Your Secret Closet. Please also be mindful of jewelry or bags which can “pull” threads on the dress. It is your responsibility when it comes to wearing and protecting your dress from Your Secret Closet that you take care of it however we do understand that accidents happen and are reasonable in dealing with these scenarios.

 

Should I wash the dress?

Not at all – the dry-cleaning is on us! If you stain it please let us know at drop off so we can discuss it with our specialist dry cleaner.

 

How far ahead can I book a dress?

Our booking system allows you to rent a dress up to 3 months in advance. Please contact us via email or phone if the date you require a certain dress for, is more than 3 months away.

 

What sizes do you stock?

Currently they range in size from Australian 6 – 12. However, as our wardrobe expands, we will be adding more sizes. We are also carrying a capsule collection of maternity wear.

 

When is my credit card charged for the dress rental?

Full payment is taken at the time of booking

 

What forms of payment do you accept?

We accept payments via VISA, AMEX, MasterCard, Visa Debit & Paypal

 

What if I change my mind and wish to cancel and order?

We totally understand that plans can change last minute simply phone or email us and we will cancel your order fully if 2 weeks prior to rental period. Refund will be made in the method that you paid. If it is less than 2 weeks you will be issued a credit note that is to be used within 3 months.

 

How do I return my dress?

Returning your dress is quick and easy. Simply place it in the satchel provided and return in to the Your Secret Closet store in Hampton. Alternatively if you would prefer to place it in the post then we can provide you with an Express Post Satchel fully paid for for your convenience.

 

Late Fee Policy

We take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver our service to other customers and it damages our reputation. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.

Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.

Returns should be sent to the following address:

Your Secret Closet – 571 Hampton St, Hampton 3188

 

Late Fees – If you return your rental items late or do not return them at all, a late fee of $25 per day will be charged to the credit card you used for the order. You will be charged up to 200% of the retail value of the products you ordered. This late fee is in addition to the rental fee for the products. If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep. If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Your Secret Closet will charge your credit card or debit card the maximum late fee.

 

Privacy Policy

The privacy of your personal information is of utmost importance to us and as a result of this we will not disclose, rent or sell your information to anyone.

In order to give you the ultimate shopping experience we are required to request certain information including but not limited to, your name, email address, phone numbers, residential address, shipping address and credit card details. This information is collected in order to complete the transaction and follow up in the event that a garment is either not returned or arrived not in the order requested.

Cookies Policy

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