FAQ - Style Carousel

Faq and Policies

WHO WE ARE

Style Carousel is premium service for the booking of designer rental fashion. We offer one-time rentals as well as a StylePass membership

On our platform today, women can sign in, book their favourite brands on demand and join a group of smart women who love sustainable style!

 

Our platform is now live and available for beta participants who want to take advantage of our promotional rates and grow with us as we quickly iterate, improve, and expand the platform. By getting early feedback from our beta participants, we are building a product that will change the way women dress.

 

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!

STYLEPASS MEMBERSHIP

Book from thousands of luxury styles for one monthly price.

 

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:

+ free delivery & return collections

+ complimentary exchanges

+ complete style freedom

+ all for one monthly price

 

Check out our StylePass.

BOOKING

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.

 

What is a Next Day Rental?

 

Items available for ‘Next Day Rental’ are those which are pre-verified and held by us for immediate dispatch to customers. A lightning bolt icon is displayed on all ‘Next Day Rental’ listings.  

 

I need a rental ASAP, do you offer same or next day service? 

 

Yes, simply look out for listings with the lightning bolt symbol, place an ‘Next Day Rental’ order. Your order is expected to dispatch same or next working day.

 

What are alternate style options?

 

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. Simply 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 weekly Rental Periods. Once you  order, you will be provided with an option to renew your rental for up to an additional 3 weeks. 

 

I’ve changed my mind, may I cancel my rental order?

 

Yes, please read our ‘Cancellation Policy’ 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.

 

If 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. For your convenience, you may arrange to have your return package collected from your home or office address. 

+ Self drop-off. Alternatively, you may return your order to us by dropping off your package at select service points.

 

As express delivery times vary depending on your location, we suggest you confirm the cut-off time for collection or self drop-off with the courier in advance to ensure we will receive the return package prior to close of business on the Return Date.

 

You will also be provided with an option to renew your rental for up to 3 additional weeks.

 

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 each.

 

What if I return the rental item late or not at all?

 

If the rental is not returned to us by 8pm on the Return Date you will be charged a renewal fee of $318 / Credit 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.

 

What if I damaged the item?

 

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 $200. 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. StylePass members receive exclusive sale pricing depending on their status level – learn more about StylePass here.  

 

What if the item doesn’t fit?

 

You may return unworn items for a refund to your account using any of our complimentary return options in accordance with our ‘Refund & Exchange Policy’.

 

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 try items on prior to my event?

 

Yes, you may try on as many different items as you like in the comfort of your own home. Simply place an order to checkout and rent each item as usual. After you’ve tried them on, ensure the tags remain intact and return those unworn items for a refund to your account using any of our complimentary return options in accordance with our ‘Refund & Exchange Policy’. Once you are ready to wear the item, you may place a Rental Order for that item again if it is available.

 

Can I reserve an item in advance?

 

Currently, advanced reservations are not available. However, once you’ve placed your order, you’ll be given an option to renew your rental for up to an additional 3 weeks. 

 

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.

LENDING

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 us about our Concierge Listing Service 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 and integration options?

 

Listing your items using our listing tool is free! Create your own Boutique Store Front, receive marketing support and your own custom shop URL with just a few clicks. 

 

If you would like assistance with setting up your store, listing 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 store 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 as Next Day Rentals. 

TERMS AND POLICIES

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.

CANCELLATION POLICY

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. 

REFUND & EXCHANGE POLICY

How to return an unworn item

  • I. Kindly submit your Return Request within 24 hours of receiving an item.

 

  • II. Schedule your return collection, or drop off your return using any of our return options by your originally scheduled Return Date. All pieces must be returned in the original condition they were received with all applicable tags and packaging, otherwise your request may not be accepted by us.

 

  • III. Once we have processed your return, you will be refunded the rental fee in accordance with our ‘Credits Policy’. Your refunded Credits will be automatically applied to your ‘Credit Balance’ which you can view in your account dashboard. Use your refunded Credits within 28 days from your initial order’s Start Date.

ITEM QUALITY STANDARDS

 

Cleaning Standards

 

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. 

PROHIBITED ITEMS POLICY

 

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.

LISTING IMAGE STANDARDS

The following image standards are maintained by us with respect to rental item Listings, unless otherwise agreed:

  • I. The image must be a photograph of the item available for rent or sale and must not contain gratuitous or confusing additional objects.
  • II. The image must be in focus, properly lit and photographed or scanned, with realistic color, and smooth edges.
  • III. The item should be centered and fill approximately 50% – 90% of the image frame.
  • IV. The entire item must be in frame, though cropped or close-up images are allowed for images other than the main image.
  • V. For the most optimal presentation, we require solid backgrounds for the main image in light neutral colors such as white, grey or beige. We recommend taking photos up against a plain wall or propped up on a chair or other piece of furniture with a plain bed sheet draped over it.  
  • VI. The image must not contain additional text, graphics, or inset images.
  • VII. The background of the photograph must be removed for all Rental Listings.
  • VIII. Photographs of the image need not reflect the item’s exact condition so long as the item’s description is kept accurate.

RULES OF GOOD CONDUCT

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: 

  • I. Use or access the Platform if you are not able to form legally binding contracts, are under the age of 18 or are temporarily or indefinitely suspended from the Platform;
  • II. Post content in an inappropriate category or area on the Platform; 
  • III. Disclose to other Users by way of communication via the Platform any personal data (for example, telephone numbers, postal and email addresses, etc.);  
  • IV. Directly enter into contact with one another to make a transaction regarding any item made available via the Platform;
  • V. Fail to pay any fees or other amounts owing by you to us; 
  • VI. Fail to return any rental items to us in accordance with our Terms; 
  • VII. Manipulate the price of any item or interfere with any Listing of other Users; 
  • VIII. Use any improper, indecent or defamatory terms or display aggressiveness;
  • IX. Take any action that may undermine the feedback or ratings system (such as using it for purposes unrelated to us); 
  • X. Transfer your CC account and username to another party without our consent;
  • XI. Attempt to (or permit any third party to) reverse engineer, decompile, disassemble, translate, derive the source code for, interfere with, rent, sell or lease the Platform, any part thereof or access thereto;
  • XII. Take any action that imposes or may impose (in our sole discretion) an unreasonable or disproportionately large load on our infrastructure; 
  • XIII. Copy, reproduce, modify, create derivative works from, distribute, or publicly display any content (except for your User Content) from the Platform without our prior expressed written permission and the appropriate third party, as applicable; 
  • XIV. Interfere or attempt to interfere with the proper working of the Platform or any activities conducted on the Platform; 
  • XV. Circumvent or manipulate our fee / billing process or structure or fees owed to us; 
  • XVI. Make any comments or posts about the Platform and / or Users that may be false, inaccurate, misleading, libelous or defamatory or damage our reputation and / or the reputation of any User;
  • XVII. Distribute or post spam, chain letters, or pyramid schemes; 
  • XVIII. Distribute viruses or any other technologies that may harm the Platform, or the interests or property of Users; 
  • XIX. Copy, modify, or distribute content from the Platform and our copyrights and trademarks;
  • XX. Harvest or otherwise collect information about Users, including email addresses, without their consent; or
  • XXI. Violate any laws, third party rights or our Terms.

 

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.

RATINGS & REVIEWS POLICY

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.

COMPLAINTS & CLAIMS POLICY

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. 

COPYRIGHT POLICY

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: 

  • I. Identification of the copyrighted work that you believe to be infringed, including a description of the work, and where possible a copy or the location (e.g., URL) of an authorised version of the work and of the material that you believe to be infringing and its location, including a description of the material and its URL or any other pertinent information that will allow us to locate the material; 
  • II. A statement that you have a good faith belief that the complained of use of the materials is not authorised by the copyright owner, its agent, or the law and that the information that you have supplied is accurate, and indicating that “under penalty of perjury,” you are the copyright owner or are authorised to act on the copyright owner’s behalf; and 
  • III. A signature or the electronic equivalent from the copyright holder or authorised representative.

CREDITS POLICY

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:

  • I. Certain Credits will be applied automatically to your SC Account in accordance with a subscription or plan for our Services. Other redemptions may require you to enter a code into the relevant field prior to or during checkout.
  • II. Redemption codes are single use only. If the entire value is not consumed in one transaction, the unused amount will be forfeited.
  • III. Credits do not apply to special request, Rental Protection or delivery fees, if any, and those fees will be displayed at checkout for your review before you place your order.
  • IV. Credits will expire one year from the date of issue.
  • V. Credits which have been reissued due to a refund to your account expire 28 days from the date the original Credit was first redeemed. 
  • VI. Credits may not be used or redeemed with other promotional offers.
  • VII. Credits may not be replaced, applied as payment on any account or redeemed for cash.
  • VIII. Additional value cannot be added to any issued Credit. 
  • IX. Certain Credits are non-transferable and void if resold or transferred for value.
  • X. Credit purchases are final sale only and cannot be returned.
  • XI. We reserve the right to cancel any Credits at anytime if we suspect abuse of our Credit system or for any other reason.
  • XII. Credits may be subject to limited availability for use on certain Services.
  • XIII. Credits are subject to all rules and decisions made by us which are accepted as final.

FEES & CHARGES SCHEDULE

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.

CONTACT US

Our dedicated concierge is on hand to help you with any enquiry. We are available during business hours at concierge@stylecarousel.com or +852 9658 8030 via WhatsApp / WeChat ID: StyleCarousel.

 

Our business hours are Monday to Friday 10am to 6pm HKT excluding public holidays.

CAREERS

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.