THE CLOSET MONSTER

Frequently Asked Questions

Brands & Stock

The item I want is out of stock. What now?

Although we try to have a stock level that will keep up with expected demand, certain items that are highly popular will run out of stock. Our focus is on keeping up with latest fashion trends and the items that we stock are only available while stocks last.

Please contact sales@theclosetmonster.com and we will attempt to source the item you desire from elsewhere at no additional cost.

Do you place items on back order?

No, your item will not be placed on backorder. In the event that an item you ordered has sold out, you will be contacted by email to arrange a store credit or refund if we are unable to source the item from elsewhere.

Can I place an item on hold for purchase at a later date?

To place an item on hold please email sales@theclosetmonster.com and specify the item you want to place on hold. Items can only be held for a maximum of 14 days and we require a 25% deposit to secure the hold. If the customer changes their mind for any reason, the deposit is non-refundable.

When can I expect new products to be listed on your website?

We are constantly updating our product range as new fashion lines are released and as we stock new brands. Please see ‘New Arrivals’ under either Lads or Ladies to see the latest items we have in stock.

How can I provide feedback about a product?

We look forward to hearing feedback about our products. You can send your feedback via

Mail: The Closet Monster, PO Box 206, Floreat WA 6014.

Email: sales@theclosetmonster.com

or by simply filling out the form on our contact us page. :)

Is there somewhere I can go to view the product prior to purchasing?

Unfortunately, we do not have a retail store and for safety reasons we cannot allow customers into our warehouse. If you have any questions regarding the products, please do not hesitate to email us at customerservice@theclosetmonster.com or fill out the form on our contact us page. We will do our best to answer any and every question you have about our products.

Technical

I need personal assistance with my order. Who can I contact?

We are happy to assist you in any way with your order. Please email sales@theclosetmonster.com or fill out the form on our contact us page.

How do I start a new account?

Please click on ‘My account’, which is located at the top of any page. You will then be directed to a new page where you will find a dialogue box to enter your email address and select ‘create account‘. Fill in your details as requested before clicking ‘register’. Registration should now be complete and you should receive a confirmation email to your registered email address.
 

How do I update my details on my account?

Please click on the ‘My Account’ tab on the top of any page. You will then be redirected to a page where you can view your orders and change your account details.

Payment

What payment types do you accept?

The Closet Monster currently offers payment by either MasterCard or VISA. PayPal, American Express and Diners Club are coming soon!
 

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. The Closet Monster payment system has a 256-bit SSL security encryption certification awarded by GoDaddy. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our bank. You can rest assured that with each purchase, your credit card or bank account information will be safe and secure.
 

My credit card details are not being accepted. What's wrong?

Please check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist, please contact us by emailing customerservice@theclosetmonster.com
 

How do I use my store credit?

If you have been issued store credit, you will have received a voucher number. Please type this voucher number into the allocated field upon checkout to have the credit amount deducted from your retail price.
 

My computer froze while processing payment. How will I know that my payment went through successfully?

All successful transactions will receive a confirmation email. If you have not received confirmation via email, please try placing your order again. Alternatively, email customerservice@theclosetmonster.com and we will check for you.

Pricing

Are your prices in Australian Dollars (AUD)?

All pricing is in Australian Dollars.
 

Do you match prices if I see an item on sale elsewhere?

No, but we do our best to ensure we have competitive prices.
 

Do your prices include GST?

All prices include GST

Store Credit & Vouchers

How do I use my gift voucher?

To redeem your voucher simply enter the voucher code into the specified field at the checkout. Your discount will automatically be applied.

How to purchase a Gift Voucher?

Sometimes it's simply too hard to choose! Why not make it simple and give the ultimate present with a gift voucher from The Closet Monster! Simply click the gift card link on the top menu. Purchase the card denomination you’d like as if it were any other product and we’ll mail you out the voucher. 

I am having difficulty using my voucher/coupon code.

Please ensure that you are entering the correct code into the voucher Code field. If you are still having difficulties please contact customerservice@theclosetmonster.com and we’ll be happy to fix the problem.

Privacy & Security

How do I know it is safe to shop with you?

We value your privacy and work hard to ensure that your details are secure and will not be released to any other party. Payment pages and account details are protected by our 256-bit security certificate issued by GoDaddy. No credit card details are stored by The Closet Monster.

Secure Socket Layer (SSL) Web Server Certificates, such as the one used on this website, encrypt all data sent to and from the web site. This information is scrambled and hence unintelligible if intercepted.

This SSL technology is the standard for secure data transmission over the Internet and when you reach the final payment stage, your connection will change to the secure https channel.
 

Do you keep my credit card details?

For your security, The Closet Monster does not store your credit card details.
 

Will my information be sold to third parties?

Your information will not be sold or passed on to third parties. Your privacy is of the utmost importance to us and we will never release any of your information to any third party. Your details are only used to process the purchases you make with The Closet Monster.

Shipping & Delivery

How long does it take for delivery?

The Closet Monster is proud to offer free express shipping on all orders within Australia. Delivery time varies depending on your location in Australia. However, the majority of orders should take no longer than 2-3 business days. For international delivery orders, please allow longer.

How will the item be sent?

We offer free delivery via express post to help you get your purchase quicker.

How can I track my order?

Please use the tracking ID sent to you by email. Alternatively, you can view the status of your orders by clicking on ‘my account’ at the top of any page of The Closet Monster website.

Will I have to sign for my delivery?

Yes, however you may nominate to have the parcel left without a signature (e.g. on your porch). We recommend voluntary insurance on any items that are to be left unattended.

What if I am not home when my package arrives?

A notice will be left at your address notifying you of alternate delivery or pick-up arrangements.

How do I change my shipping address after my order has been placed?

Your shipping address can be changed as long as your order has not already been shipped. To change your shipping address, please contact customerservice@theclosetmonster.com as soon as possible to arrange an alternate delivery address.

My items haven't arrived yet. What can I do?

Please allow up to five business days for your order to arrive. If you have any concerns or if your order has not arrived after 5 business days, please contact customerservice@theclosetmonster.com and we will endeavour to solve the issue immediately.

Do you ship internationally?

Yes, we currently ship to a limited number of international countries. Prices for shipping will vary depending on the product and country being shipped to.

Do you ship to PO Boxes or Military addresses?

Yes.

Order Status

What is the status of my order?

All your orders can be viewed in the ‘my account’ section of The Closet Monster. Simply click the link at the top of any page.

How do I change my order?

To change your order, please contact customerservice@theclosetmonster.com as soon as possible. If your item has not yet been shipped, we can offer you a store credit or refund to be used on an alternate purchase.

Unfortunately, if your item has already been shipped we will not be able to change the order.

Returns & Exchanges

How do I return my purchase?

The Closet Monster places customer service and support as its number one priority.

If you wish to return an item, please email returns@theclosetmonster.com and we will email back with an approval to return the items to us. Then simply send the item(s) back to us in their original packaging. For any other questions email customerservice@theclosetmonster.com or fill out the form on our contact us page.

Our address is:

The Closet Monster
PO Box 206
Floreat WA 6014

How long do I have to return my purchase?

We allow up to 14 days for you to return your item(s).

How long does it take for me to receive a refund?

If you wish to get a refund, please email returns@theclosetmonster.com and send your item(s) back to us in their original packaging. We will then issue you with a store credit or credit card reimbursement, depending on the reason for the return. Once we receive the package, we will process your request within five (5) days. Please note that we can only accept returns within 14 days of the purchase date.

How will I be refunded?

Refunds can only be issued through the same transaction method used to make the original purchase.

For example, if you used a credit card as your payment method, the purchase amount will be issued back to the credit card used to make the purchase.

What are the shipping charges if I return a delivery?

The shipping costs will vary according to your location and which method of postage you choose.

Do you refund or exchange if I have chosen the wrong size/colour/style?

If you have made an error during your order, please return the unworn item(s) within 14 days and we will happily issue you with a store credit. The store credit can then be used to purchase your preferred item.

Do you issue a refund if I don't like the product once I have received it?

We do our best to ensure that the image and description on the website as an accurate depiction of the product. If you are still not satisfied, please email returns@theclosetmonster.com and we will do our best to organise a suitable replacement or store credit. Returns must be made within 14 days of purchase. Once we have confirmed that the item(s) are in original condition, we will then issue you with a refund or store credit.

Customer service is what we build our brand on – if you’re not happy with the product you purchased please don’t hesitate to contact us and we will always try our best to rectify the situation so you’re happy. :)

What if my item is faulty?

All products are checked individually to ensure that they are of a high quality when they leave the warehouse. In the rare circumstance that your item has a defect, please email returns@theclosetmonster.com and send it back to. We will then send you out a replacement item. In the event that we are out of stock, our Customer Service Team will call you to give you the option of receiving store credit or a refund.

I need to return an item, but I don't have the original packaging. Now what?

In order to issue a refund or store credit, we require the original packaging for any product where the customer has changed their mind or would like to exchange for a different item, size or colour. Please note that the item must be unworn and returned within 14 days of purchase.

To receive a store credit or refund for a faulty item where the customer is no longer in possession of the original packaging, proof of purchase is required in the form of a photocopy of the invoice you received with the goods.