Welcome to The Hidden Closet Co. FAQ's
Thanks for taking the time to come and have a look through our online store!
We are a 100% online boutique business and encourage customers to contact us via our Facebook Page (https://www.facebook.com/thehiddenclosetco) if you have any queries or questions!
We generally process orders daily (except for weekends). Customers are notified once their item/s have been posted out along with all tracking details.
Once your item/s are posted, a tracking number is issued and sent to you for you to track your parcel, all items are posted via Australia Post Parcel Post - we suggest you allow 7-10 business days within metro areas and up to 14 business days for outside metro during the current COVID climate. If you have not received your item within 14 days at the first instance, please contact Australia Post with the tracking number provided. All items are sent from our offices in Sydney - please ensure you check details provided on our website ie; if your dress is a pre-order prior to contacting us.
** Please note that timeframes given on Pre-orders are general as we cannot guarantee the delivery of pre-orders within a certain timeframe, especially under the current COVID climate where flights are delayed/cancelled, these timeframes are an 'estimate' only.
While we attempt to be as accurate as possible, there is always a small risk when purchasing online, but we do our best to mitigate any issues by providing full details and clear images of items we sell.
The Hidden Closet Co. has made every effort to display as accurately as possible the colours and styles of our products - all images are taken by us and are of our ACTUAL dresses, and are taken under natural daylight - we DO NOT enhance, edit, manipulate or use altered light sources when taking photos.
** We cannot guarantee the colour displayed via your computer monitors/phones/devices
Returns and Refund Policy
We offer a 100% Guarantee on all of our dresses. If there is an issue or fault with any item we will replace it immediately upon notification, or if we are out of stock a full refund (less postage) will be issued.
Please note we do not offer refunds for change of mind, ill fitting, wrong colour, not what you thought etc - all care is taken to provide full details and images of each item sold. We also provide the opportunity for fabric samples to be purchased for our Original Infinity dresses along with our LUXE Velvet dresses in order for customers to check and clarify fabric type and colours prior to purchasing dresses.
If you wish to exchange dresses for another colour we are more than happy to exchange. Return postage is at the cost of the buyer, but we are happy to cover the cost of sending out new dresses :)
We will only offer a refund (if applicable and agreed) for items if they are returned on a timely basis as detailed below and are in the same condition in which you received them. If you do not meet these requirements, your return for credit/refund will be forfeited. We also have the right to refuse credit/refund if items have been worn and are not returned in the same condition as when sent out - there will be a $10 re-stocking fee deducted from the refund.
Items need to be returned/received back within 10 days of receipt if within Australia & 21 days for International.
All returns by mail to:
The Hidden Closet Co.
15 Karranga Avenue
Killara NSW 2071
We are proudly 100% Australian Owned and Operated