FAQS

You’ve got questions, we’ve got answers.

For anything not covered, hit Contact Us below and we’ll get back to you quick sticks.

User account

Our Inventory

Your hire

Damages

Cancellation

Size & Fit

Location

Hygiene and Safety

User account

Where can I sign into the Walk-In ?

It’s easy peasy. On the top right corner of the home page, create your account by clicking “Wardrobe”. This will save you time at check out, and you will be the first to receive the latest fashion information and any promotions we have running.

Why are you asking for my sizing when I register?

All women are beautiful and we want to offer everyone a chance to feel amazing in our selections. None of this information will ever be public; please refer to our privacy policy on that. However knowing your size will help us to create the right inventory to fit everyone.

Our Inventory

Which designer do you stock ?

The kind of designers that are hard to find on other rental platforms. We know what we like and we’re selective. Our collection includes designs from Aje, Alessandra Rich, Alex Perry, Alexander Wang, Balenciaga, Christopher Esber, Dion Lee, Ellery, Louis Vuitton, Maggie Marylin, Manning Cartell, Off-White, Orseund Iris, Scanlan Theodore, Sies Marjan, and more. Visit the full list via our Shop page.

We want to offer you a wide range of styles and this is why we work hard to increase our range every day, with many more designers and looks to come frequently. Our aim is to build a wardrobe you will love to experience for any day or night activity. Consider our wardrobe as your own – we are happy to share!

Can I request something you don't have ?

We always want the latest designer items for our wardrobe. So, if a particular item or designer is not featured in our collection and you’d like it to be, please contact us and we’ll see if we can help.

Can I list my own items on your website for hire ?

We’d love to collaborate with you. We are always looking for new items and would love to consign your unwanted luxury items, providing they match our aesthetic. Please reach out to us at hello@walk-in.com.au and let us know you’re interested, and we can go from there.

Are your items authentic ?

We can absolutely guarantee that each of our items are authentic.

I've fallen in love with an item, can I buy it ?

We are thrilled that you love our pieces. Please get in touch with us and will see what we can do.

If the garment is not currently loaned out to another client, we are happy to consider selling you the garment at a price determined by The Walk-In. This is not guaranteed and remains at the discretion of The Walk-In, and will depend on the condition and season of the garment. Ownership of the item remains with us until a sale is agreed upon.

Your hire

Can I borrow more than one item at the time ?

Of course! At this stage we allow the hire of 2 items at the same time.

Please note that both items need to be hired for the same period of time. Should you need anything for a different event, you will need to process with another transaction.

Can I share my hire with my bestie ?

Please remember you are liable for the item you hire, so if something happens to the item as a result of you passing it along to someone else, unfortunately it’s on you. But let’s be honest, your bestie should sign up too!

In what condition should I expect the item to be ?

We inspect each item both before and after each hire. All of our items are thoroughly dry cleaned and pampered to ensure they go to each one of you in excellent condition. We want to ensure you look and feel fab!

Can I make alterations to my borrow item ?

We understand that not every garment will fit perfectly, but we can’t allow cutting, sewing, pinning, or any other alterations to be made. Any noticeable damages to stitching or hems will unfortunately be at your expense.

Does my item arrive crease free ?

We do our best to ensure the item you are receiving is in ready to wear condition. However, some fabrics are more likely to wrinkle. Should you need to steam your item, please refer to the label and gently steam on low heat if the label permits. If in doubt, please do not risk it. Instead, simply hang in the bathroom while taking a steamy shower.

Please remember that you are responsible for any damages beyond repair, and we’d hate for this to happen. Should you need further assistance, don’t hesitate to contact us.

Do I have to dry clean my borrowed item ?

No. You just return the item as is! Please do not attempt to dry clean, as we have our own specific dry cleaners who take good care of our items. We do charge a small amount for dry cleaning, which varies between $15 to $35 depending on the outfit you borrow – we’ll let you know.

If you do accidentally damage the item, please contact us directly so we can assess the situation.

Can I wear spray tan ?

There’s nothing like a healthy glow to make you feel amazing. Just be mindful that spray tan is rinsed off and fully dry when wearing our pieces to prevent any rub off.

Damages

Help ! I have damage my item !

What’s ours is yours and we know you’ll look after our pieces like they’re your own. But accidents happen – we’re only human. Don’t panic! Just get in touch as soon as you can. We’ll carefully review the damage and let you know the charges for repair. Dry cleaning is already covered, so you’ll only be charged for any extra cleaning or repairs that exceed this. As per our T&Cs, a piece is your responsibility when borrowed. A piece that’s lost, stolen or irreparably damaged may be charged up to 150% of RRP assessed at time of rental so we can replace the piece. We know this is rare, unfortunate and can be stressful, so rest assured we’ll work out the best solution for you.

There’s nothing more infectious than feeling good. Just share this enthusiasm mindfully and watch out for wine, stains or sharp objects that could ruin the piece.

For those a little more clumsy than they care to admit, we’ve got you covered! Please refer to our insurance options and enjoy the garment with peace of mind.

Help ! I lost my borrowed item !

We care a lot about our pieces, and we hope you do too. However we do want others to enjoy them too! We know that items vanishing into thin air is unlikely, but in the unfortunate event that it does happen, we’ll have to charge up to 150% of the retail value, less the rental fee paid and purchase insurance if it applies – please refer to our terms and conditions. Retail value is assessed by The Walk-in and takes into consideration things like availability on the market and usage.

Help ! My borrowed item was stolen !

Please contact us as soon as you notice the incident. Please note we do require a police report for any stolen items.

Cancellation

Can I cancel my order ?

We know plans can change. To be flexible around your needs balanced with those of others, this is our policy:

For orders cancelled more than 30 days before the shipping date we offer a full credit note, without any cancellation fee.

For orders cancelled 15-30 days before the shipping date, we offer a credit note refund to put towards your next order, minus a $20 cancellation fee.

For orders cancelled less than 15 days before your shipping date, we offer a credit note refund to put towards your next order, minus a $40 cancellation fee.

Please contact us via email for any cancellation.

Size & Fit

What if the item doesn't fit ?

Doesn’t quite look how you’d hoped? We want you to feel amazing in everything you borrow from The Walk-In. So if a piece doesn’t fit or isn’t as flattering as you’d hoped, we understand it’s not quite right. If you can contact us within 12 hours of receiving the piece and send it back to us no later than the next day, we’ll happily issue you a credit note for the full rental fee, minus shipping if there was any. Just make sure the piece hasn’t got any marks of being worn, as we cannot issue a credit note for any amount in this case.

Can I try before I borrow ?

Unfortunately at this stage, we do not offer any try on service. But watch this space, as we are working hard to improve our services. In the meantime, we’re happy to provide measurements from the brand as a guideline. We’re here to help, so for any additional information, please contact us.

Location

Do you have a store ?

We do not have a boutique as we are solely based online. However, we provide the option to pick up your hire (within Melbourne only), should you want to grab it in person. Please refer to the relevant section in FAQs for further details, or contact us for more information about that.

Hygiene and Safety

Hygiene and Safety

We work hard to ensure the highest safety and hygiene standards while fulfilling your order.

All our items, including accessories, are thoroughly cleaned, steamed and pressed at our dry cleaners services after every use.

During these unprecedented times, Walk-in is continuing to closely monitor and adhere to the safety guidelines established by the Australian Government and the local health authorities.

We will continue to provide the quality, care and service that you expect.

If you have any questions or concerns, our Customer team is here for you, so please don’t hesitate to reach out via email.