Faq and Policies
Style Carousel aims to curate the ultimate designer closet that is convenient, environmentally friendly and fits the lifestyle of a modern woman. Sustainably book, buy and prelove clothing on-demand. We offer one-time rentals as well as a StylePass membership. We want to create an eco-conscious, stylish community and elevate our customer’s perception of circular fashion with a delightfully premium experience. StylePass is a membership to a curated collection of designer rentals made available for booking by local and global boutiques who care about sustainable practices. With StylePass, women can finally enjoy the ultimate convenience of wearing their favourite styles on-demand in a way that’s better for them and the planet. Booking with StylePass means you get: ✓ 50% off all rentals ✓ FREE delivery options ✓ FREE return collections ✓ FREE 28 day exchanges Check out our StylePass. When will I receive my rental item? Your rental item is dispatched on or before the Start Date specified at checkout and usually arrives at your door within one working day depending on your location. We recommend that you choose a Start Date that is at least 2 working days prior to your event and to take advantage of our unlimited free shipping, return & exchange policy. Ensure the perfect fit and experience from the convenience of your own home. For a step to step guide on how renting works tap here. I need a rental ASAP, do you offer same or next day service? Yes, use our date selector or simply look out for listings with the lightning bolt symbol to place an ‘Next Day Rental’ order. These are items that are ready for dispatch at a Style Carousel hub near you. Your order is expected to dispatch within 24hrs for same day delivery. For a step to step guide on how renting works tap here. Can I try on different styles before choosing which pieces to rent? If you’re not sure whether your rental will be the right style for you, you may checkout alternate styles to try on. Simply place an order to checkout as usual to rent those alternate style options. Ensure you leave the tags intact on the unworn items in accordance with our ‘Refund & Exchange Policy’ to receive a refund to your account. How long can I keep the rental item for? Your rental item is available for a 1 week, 2 week or custom rental period. Just select the dates you want when adding the item to your bag. For a step to step guide on how renting works tap here. I’ve changed my mind, may I cancel my rental order? Yes, please read our ‘Cancellation Policy’ below for details. Are the items authentic? Yes, we only accept authentic items which are guaranteed 100% authentic by the Lenders. Before being dispatched to you, each item or Lender is verified by our team of experts who also carefully examine each item to ensure that our quality standards are met following each rental. In the unusual circumstance where you suspect an item is not authentic or in violation of our ‘Terms of Service’, please notify us by email at legal@stylecarousel.com and quote the Product ID number. How do I return or renew my rental? Upon dispatch of your order, we’ll email you with return instructions for your free return: + Collection. Simply tap the ‘RETURN’ button next to the rental item(s) you would like to return in your ‘ORDER HISTORY’ to conveniently schedule a return collection from your home or office. + Self drop-off. Alternatively, you may return your rental item(s) to us by dropping off your package at select service points. Currently available in Hong Kong only. For a step to step guide on how renting works tap here. Do I need to return the packaging? Yes, we ask that you use it to repack your return rental to help protect the items and reduce unnecessary waste as quality recyclable and reusable packaging is used where possible. If you would like to keep any of our packaging such as boxes, garment bags or dust covers, you may purchase them for HK$100 / SG$18 each. What if I return the rental item late or not at all? If the rental is not returned to us by the Return Date your booking will auto-renew at your original checkout rate or member rate for each additional week you keep the item. Please note that you are responsible for any late or non-return, regardless of any third party involved with the return. For a step to step guide on how renting works tap here. The ‘Rental Protection’ that comes with your booking also covers cleaning and minor repairs from normal wear and tear that may have been caused during your rental up to HK$200 / SG$35. All other repair, cleaning or restoration costs beyond this will be your responsibility. In certain cases of serious or irreparable damage, you may be charged the sale price. What if the item doesn’t fit? Let us know within 24hrs of receiving the item. You may return unworn items for a credit refund to your account using any of our complimentary return options in accordance with our ‘Refund & Exchange Policy’. Use your refunded credit within 28 days of your initial rental’s start date to try something else! Can I alter my rental? While permanent alterations are not allowed, you may, at your own risk, use temporary alteration tape or have temporary alterations made to your rental by a professional, just make sure you have the alterations removed before you return the rental to us. Please note that you remain responsible for any damage caused to the item. Can I reserve an item in advance? Yes, advanced reservations are available! Simply choose the item you want to book, select your size then click “select date”. Once you’ve placed your order, you’ll also be given an option to renew your rental. For a step to step guide on how renting works tap here. Am I able to purchase rental items? Rental items are available for purchase through the Platform. If you absolutely love the item and decide not to return it, you will be charged the item’s sale price, after which you may keep the item on an ‘as is’ basis. StylePass members receive exclusive sale pricing depending on their status level of up to 90% off the Original Price – learn more about StylePass here. For a step to step guide on how renting and buying works tap here. What kind of items may be listed on Style Carousel? We accept certain pieces from established luxury designers which are new or otherwise meet our ‘Item Quality Standards’ with a focus on those which are: + made of durable, ethical or eco-friendly materials. + from brands that offer other sustainably conscious elements. + from bespoke, local or emerging designers. If you are interested in lending with us, please ask contact us at concierge@stylecarousel.com. What is the ‘Sale Price’? The ‘Sale Price’ is set by you and should reflect the price you are willing to sell the item for. It determines your rental income and the payout you will receive in the case of a non-return due to a sale, irreparable damage or otherwise. You will have the opportunity to review these amounts prior to listing your item. How much will I get paid as a Lender? You will earn a percentage of the Rental Fee for each weekly rental. Everything from collection and delivery to cleaning and repairs will be handled by our platform on your behalf. Our earnings calculator within the listing tool will automatically display these amounts for your review prior to listing and accepting a request for your item. You will be notified upon completion of each relevant transaction. When you’re ready, simply place a payout request from your dashboard. It’s that easy! What are your listing fees? Listing your items using our listing tool is free! If you would like assistance with lending, or to simply learn more, email us at concierge@stylecarousel.com. What is a Next Day Rental? Next Day Rentals are pre-verified items which we manage on your behalf so that they may be specially packaged and dispatched to Borrowers next day allowing for quicker rental turnaround. Do you offer storage services? Yes, your items will be carefully stored in a humidity and temperature controlled facility for the purpose of lending them out on your behalf. Rental items are available for purchase through the Platform. If you absolutely love the item and decide not to return it, you will be charged the item’s sale price, after which you may keep the item on an ‘as is’ basis. StylePass members receive exclusive sale pricing depending on their status level of up to 90% off the Original Price – learn more about StylePass here. We are currently in beta and offering you access to this Site as a beta tester. The Platform is made available to you on a limited basis only – all access and use remains entirely at your risk. Please read the FAQs together with our ‘Terms of Service‘ and below Policies which also apply to your use of the Platform and our Services. To learn more about how your information is used, please read our ‘Privacy Policy’. We reserve the final right to interpret the Terms and Policies. Changed your mind? If we haven’t dispatched your order yet, simply submit the cancellation request located in the email sent to you upon checkout for a Credit refund to your account and to confirm payment of the 10% Cancellation Fee. If an accepted request is cancelled by the Listing User or the order is cancelled by us as a result of a listing error or the item failing to pass our inspection during the Verification Process, you will receive a full refund. Listing User Accepted requests automatically cancel if the item is not received by us at least 4 working days prior to the relevant order Start Date and a 10% Cancellation Fee will apply. How to return an unworn item At Style Carousel, we have been thinking of you, your health and your safety during this unprecedented time. We have also been working hard to ensure the wellbeing and safety of our people and global partner brands and boutiques. We continue to carefully clean and inspect each item upon return to our warehouse, the standards of which are maintained at the highest levels and in line with the CDC’s most updated recommendations and offer contactless delivery options. Professional repair and cleaning processes are also carried out by our partner specialists where appropriate to ensure the best results are consistently achieved to the highest standards. All items are carefully high-temp sterilised before they are dispatched to you. Click here to learn more about our response to Covid-19. Eligible Items Only certain designer fashion items are accepted. All items listed must be authentic and created from a brand identified in our ‘Curated Brands List’. They must be either new or, for vintage and other pre-owned items, in a freshly pressed and clean condition acceptable to us and free of any defects (other than those which are properly disclosed in the Listing). Users agree to create and maintain Listings for Eligible Items that meet these standards and to provide accurate item descriptions in their Listings. While we offer services to verify items or certain Users to ensure these standards are met during the Verification Process, we cannot guarantee that they will meet your requirements. The Verification Process only concerns the adequacy of the item with Listing description. We do not guarantee nor control the adequacy of your expectations of any item or Listing including your expectations of the item’s size, fit or condition related issues. Curated Brands We may amend the Curated Brands List at any time. Users may introduce new brands and designers to the Platform by selecting ‘Other Brand’ when creating a Listing. During the Verification Process, we use reasonable efforts to prevent the circulation of Prohibited Items, being counterfeit items and those which infringe applicable laws or regulations or third-party rights. If in the unlikely event that a Borrower receives a Prohibited Item, the Borrower may return it to us and receive a full refund in respect of those amounts paid for the rental of that Prohibited Item. We reserve the right to request, and be provided with, photographic or other supporting evidence prior to the acceptance of any such returns. All Users promise that they will not deal or promote any Prohibited Items via the Platform. The following image standards are maintained by us with respect to rental item Listings, unless otherwise agreed: All Users agree to enter into all transactions in good faith in accordance with applicable laws and regulations and our ‘Terms of Service’. We may elect to serve a cease and desist notice on Users who appear to adopt an attitude or behave or act in a way that is likely to mislead other Users and / or decide to suspend or terminate a User’s access if such User has, for example, been the subject of several lawful complaints or claims or has sent several items to us which have failed the Verification Process. We are authorised to intervene and remove any content which may breach the rules of our ‘Terms of Service’ and the Users concerned have no right to compensation for any such removal. Users agree to compensate us from all third party claims regarding any content they post on the Platform. Furthermore, while accessing our Site and using our Services and tools you will not do any of the following: We and our Users work together to keep the Platform working properly and our community safe. Please report problems, offensive content, and policy violations to us by email at legal@stylecarousel.com. Within a certain time frame following the Return Date for each Rental Order, Users may leave a public review and submit a star rating about each other. Ratings and reviews by Users must be fair, truthful and factual and may not contain any offensive or defamatory language and comply with our ‘Terms of Service’. Users are prohibited from manipulating the Ratings and Reviews system in any manner, such as instructing a third party write a positive or negative Review about another User. Any ratings or reviews reflect the opinion of individual Users and do not reflect our opinion. Ratings and reviews are not verified by us for accuracy and may be incorrect or misleading. We have a complaints and claims handling procedure in place that we will use to try to resolve any disputes when they first arise. If you would like to submit a complaint regarding another User or a claim regarding Services we have provided to you, please email your submission to us at legal@stylecarousel.com together with all relevant information. If you are making a complaint against another User, we will use the User’s username for the purposes of dealing with such complaints and will not disclose any personal information without their prior consent, except as may be required by law. User’s permit us to make a final decision, in our sole discretion, on any complaint made by any User against another if those Users do not reach resolution and information requested by us is not provided within 7 working days. We respect copyright law and expect our Users to do the same. If you believe that any content on the Platform infringes copyrights you own, please notify us by email at copyright@stylecarousel.com. You may request removal of those materials (or access thereto) by providing us with your full name, address, telephone number and email address together with the following additional information: The following additional conditions apply to your use of any Credits issued by us for use on the Site (including, but not limited to Gift Cards, Loyalty Credits, Promo Codes, and any other Credits issued pursuant to a redemption code or StylePass plan) unless expressly set out otherwise: Your fees and charges will be displayed at checkout for your review and confirmation prior to placing your rental order. If you have any questions regarding our fees and charges, please ask us at concierge@stylecarousel.com. Our dedicated concierge is on hand to help you with any enquiry, simply click the message icon on the bottom right. We are also available during business hours at concierge@stylecarousel.com or by WhatsApp. Our business hours are Monday to Friday 10am to 6pm HKT excluding public holidays. We are hiring! As an innovative, fast paced and rewarding start-up, we are always looking for talented individuals to join us in our move to take this industry forward. We offer a flexible workplace and encourage open communication to maximise opportunities to learn and grow together. If you are interested in a career with us or internship positions, please email your resume to: careers@stylecarousel.com.
We are always striving to bring you the best so if you have any comments or feedback about our services or platform please email us at feedback@stylecarousel.com. We would love to hear from you!