Frequently Asked Questions

SHIPPING & DELIVERY?

We try our very best to send out every order as soon as payment is received so that you guys receive it as soon as possible.

All orders placed before 2.30pm will be dispatched same day . Orders placed after 2.30pm will be dispatched the following day.

DO YOU SHIP INTERNATIONALLY?

Yes, we do. We use Australia post to send all international parcels. All parcels are sent are trackable.

Please note that customers are liable for custom and import charges.

HOW DO I TRACK MY PARCEL?

Once your order is dispatched from our office you will receive an automatic email.

I DIDN’T RECEIVE A TRACKING EMAIL, WHERE IS IT?

Sometimes the tracking email is sent to the junk/spam mail box. If you still cannot find it, please email us at jacqui@theclothesrack.com.au or send us a private message on Facebook to get immediate help.

WHAT HAPPENS IF I PUT THE WRONG ADDRESS FOR MY SHIPPING?

Please make sure that you put the correct address as we are not liable for lost parcels or postage. If the address is wrong please contact us immediately at jacqui@theclothesrack.com.au

If the item has been dispatched from our office already and the address is wrong we will not be able to send out a new parcel.

DO I HAVE TO SIGN FOR MY PACKAGES?

All packages we send have the option to sign upon arrival, however if there is a safe spot for your parcel our postman will leave your parcel at the door. Please note that if you select for this option, we are not liable for lost parcels. You can also track your parcel for confirmation of delivery.

If you’d like the delivery man to leave your parcel, please leave a comment in your order.

WHAT CURRENCY ARE THE PRICES IN?

Our prices are in Australian dollars (AUD).

WHAT PAYMENT OPTIONS DO YOU ACCEPT?

We accept:

  1. Direct deposit (Australian customers only)
  2. Paypal
  3. Credit Card

I’VE PAID YET MY ITEMS HAVE NOT BEEN SENT YET? WHY?

Don’t fret, your items are still with us and the order is almost complete. You may have paid from either Paypal  credit card allow 2-3 business days for payment to clear. We can’t send out your goodies till Paypal notifies us that it’s all clear.

I'VE PLACED AN ORDER BUT I WANT TO CHANGE IT, HOW DO I DO THIS?

Make sure you send us an email immediately as our team works quite quick to send out your order.

Email us at  jacqui@theclothesrack.com.au  or  send us a Facebook Message as soon as possible.

DO YOU HAVE STORE/WAREHOUSE FOR PICK UP?

Yes, our office is in Tuart Hill 6060 Western  Australia.

If you would like to come see us please contact me to make an appointment. 0423051027

HOW DO I KNOW WHAT SIZE TO CHOOSE?

All our items are in Australian sizing. If however we feel that the garment may be small make or large make we will state this in the product description.

If you are worried about fit we recommend that you send us body measurements. That way we make sure to recommend you the best size as every store has different sizing and fittings

WHAT HAPPENS IF I RECEIVED AN ITEM THAT'S FAULTY?

All items are thoroughly checked by our team. We make sure that the items you receive are in beautiful condition but in rare cases if you do find a fault in the item simply contact us jacqui@theclothesrack.com.au so we can replace or repair the item. Please note, items that are worn out and damaged by yourself will not be considered as a fault.

WILL YOU ACCEPT MY RETURN?

Our team will do our best to accept your returns, we want your shopping experience to be flexible and simple. All returns are given a store credit.

NOTE: We have the rights to refuse any items that do not meet the requirements as listed below:

  • Items must be returned within 14 days (Australia) of receiving parcel and 21 days (International)
  • Items remain in original condition with swing tags attached
  • Unworn
  • Unwashed
  • No makeup stains or perfume/wardrobe smell
  • Returns form and its original invoice
  • Must be full priced items
  • Items using a store credit voucher cannot be returned

We will inspect the items before sending a store credit coupon (we will not be crediting you for your original postage)

WHO WILL PAY FOR MY POSTAGE OF EXCHANGES/RETURNS?

Postage is at buyers expense.

Please note: If your NEW order falls below $150 (excluding credit) you will need to pay for postage. Free shipping only applies to new orders that is over $150 (excluding credit). If postage is not selected we will need to hold your order and ask for you to make payment.

WHAT IS THE RETURN ADDRESS?

Address all returns to:

The Clothes Rack
4b Beaver Street
Tuart Hill WA 6060
Western Australia

HOW LONG DO I HAVE TO RETURN ITEMS?

We encourage all customers to try on items as soon as they receive them and contact us right away.

Please contact us a jacqui@theclothesrack.com.au and we will simply guide you.

Australian customers: From the day of receiving parcel, items must be returned back to us within 14 days.

International customers: From the day of receiving parcel, items must be returned back to us within 21 days.

If customers exceed this time frame we will need to send your parcel back to you and you will also incur a return fee of $20.

HOW DO I DO AN EXCHANGE?

We do not hold items for exchange due to high demands. You will need to wait for your store credit to make an exchange or you can simply place a new order to not miss out on the item.

HOW LONG WILL I HAVE FOR MY STORE CREDIT COUPON?

Our store credit coupon expires 12 months of date exchanged and inspected by or staff.

I'VE SENT BACK MY RETURNS, WHEN WILL I GET MY STORE CREDIT COUPON?

Once your item has been received in our office, our friendly team will inspect the garments. Please allow 5 business days once your parcel arrives in our office – for credits to be process.

CAN I USE MY CREDIT COUPON WITH ANOTHER PROMOTIONAL COUPON?

Credit coupon cannot be used with any other offer/promo discount.

DO YOU OFFER REFUNDS?

We choose our items with love and hope that each and everyone loves everything as much as we do. If you have concerns about an item with sizing, colour etc we are always here to help. Please email us at jacqui@theclothesrack.com.au or join our exclusive Facebook group and send us a private message

We do not offer refunds, however offer store credit coupon with no expiry.