FAQ

What are the Plans available?

We currently offer one Apparel Membership Plan:

Capsule Plan (HK$599/mth)
Rent 2 Boxes/month, 3 items/Box
Billed monthly, pause or cancel anytime

Essentials Plan (HK$899/mth)
Rent 3 Boxes/month, 3 items/Box
Billed monthly, pause or cancel anytime

Ultimate Plan (HK$1,199/mth)
Rent 4 Boxes/month, 3 items/Box
Billed monthly, pause or cancel anytime

All Plans include
- Free delivery
- Free dry-cleaning
- Instant Swaps; no waiting time between Boxes
- Free Box Rollover; roll over up to 10 unused Boxes each month at no extra cost
- Earn Points for our Rewards programme
- Option to purchase extra Boxes

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If you need additional items in a particular month, you can choose to:
- Use available Boxes rolled over from the previous months
- Redeem a 4th piece with your Points
- Purchase an extra Box for that month

How does rental subscription work?

It's easy! Simply download our app, register for an account, fill in your payment details and voila, you're a Member.

Once you're subscribed to a Membership Plan, you can rent 3 pieces of clothing in each Box and hold onto them for as long as you want. They'll be delivered to you ready to wear, with complimentary delivery and dry-cleaning. When you're ready for a new Box, send all 3 items back to us, and select your next Box of clothes.

Your Membership Plan renews automatically on the same billing date monthly. You can pause or cancel your Membership anytime through the app.

How many Boxes or items can I order per month?

While it varies between different Plans, you can only hold on to 1 Box at a time.
- Capsule Plan: 2 Boxes/month, 3 items/Box
- Essentials Plan: 3 Boxes/month, 3 items/Box
- Ultimate Plan: 4 Boxes/month, 3 items/Box

Didn't manage to use all the Boxes in your Plan this month?

You can roll over up to 10 unused Boxes each month, to be used within 6 months.

If you need additional items in a particular month, you can choose to:
- Use available Boxes rolled over from the previous months
- Redeem a 4th piece with your Points
- Purchase an extra Box for that month

What is instant swap?

Instant Swap is a service feature that offers you zero waiting time between Boxes. You can receive your next Box at the same time as you return your current Box. We offer this feature to all Membership Plans to reduce service interruptions and help our Members get more with their Membership.

Currently, we only provide doorstep delivery and return services to our customers.

How long can I keep the items for?

You can hold your items as long as you'd like! When you're ready to try new styles, simply order your next Box from our app and schedule a Swap! Enjoy zero waiting time when you receive your next Box at the same time you return it.

Don't worry about losing any unused Boxes in your Plan. You can roll over up to 10 unused Boxes each month, to be used within 6 months!

However, do note that your Membership Plan is active for as long as you have 1 item with you. You will be billed as an active Member monthly.

Who do I contact for further support?

Chat with us in-app or on our live chat box on the website! We are available from Monday to xxx from xx AM to xx PM HKT for Hong Kong.

Feel free to message in anytime at your convenience. We'll get back to you by the next business day if not sooner! You may also send us an email hello@styletheory.co for assistance and general queries.

What sizes are available on Style Theory?

As a multi-label designer brand, our assortments are sourced from international brands with a variety of size guides. We understand that this can be confusing for our users, hence we have consolidated the size data across hundreds of brands and created our Fit Assistant feature to go along with a standardised size guide for you to browse rent and rent from the app effortlessly and worry-free.

Based on international size guides, we currently carry a range of
- US 0 to 6
- UK 4 to 12
- XS to L

We understand it can be frustrating not knowing if an item will fit, so try our in-app Fit Assistant feature--a proprietary algorithm that learns from our user reviews and recommends the best fit for your body type. We aim to get your fit right every time.

Learn more about the Fit Assistant <here>.

Which designers do we partner with?

We carry more than 100 different designer lines from all over the world, and our wardrobe is ever expanding!

Some of the brands we carry are: Keepsake, The Fifth Label, C/MEO Collective, Adelyn Rae, Finders Keepers and more.

Download our app to view the full wardrobe!

With so many brands on the app, how do I find the right sizes?

We understand why you'd be concerned; with hundreds of brands and international sizing, it can get disappointing when your items don't fit. Fret not, we have consolidated the size data across hundreds of brands and created our Fit Assistant feature to go along with a standardised size guide for you to browse rent and rent from the app effortlessly and worry-free.

The Fit Assistant feature is a proprietary algorithm that learns from our user reviews and recommends the best fit for your body type. We aim to get your fit right every time. Learn more about the Fit Assistant <here>.

For every product, we do include our in-house standardized Size Guide, detailing the measurements for each item. This allows you to manually compare the measurements to your own body measurements and find the best size possible in all our items.

Why are my measurements important?

Measurements allow you to compare and find the best size possible in all our items. They also help make reviews useful for everyone! We encourage you to update your measurements frequently to get the best out of every box.

Do chat with us if you find it difficult to find the best measurement, our professional stylist will help you with it!

Why do I need to input my measurements?

To get the most out of your experience, we recommend that you input your measurements and let our Fit Assistant feature do the work!

Adding your measurements allows our Fit Assistant to learn what you like, compare with users similar to your measurements, and recommend the best fit for your body type. We aim to get your fit right every time. Learn more about the Fit Assistant <here>.

For every product, we do include our in-house standardized Size Guide, detailing the measurements for each item. This allows you to manually compare the measurements to your own body measurements and find the best size possible in all our items.

Can I rush or expedite my order?

Unfortunately, not at the moment. We require 2 working days to process and dispatch your order.

Do I have to pay for shipping?

Not at all! Your Membership fee already covers the cost of your Box deliveries and returns.

What are the delivery and return methods?

We provide doorstep deliveries and returns free of charge. All you have to do is just select the delivery date and time of your choice via the app.


PickUpp logistics:
- Delivery or return in 2 working days

- Delivery or return is available every Monday - Saturday, with timeslots of 10AM - 2PM, 2PM - 6PM, and 6PM - 10PM.

Kindly note that our partner courier does not operate on Sundays.

When will my Box arrive?

Schedule a delivery before midnight and receive your box within 2 working days.

I don't have anyone home all the time to receive my box, what can I do?

You can authorize your driver to leave the parcel at your doorstep, preferably somewhere secure. Please note that this means Style Theory will not be liable for any loss or damage to the items.

Can I only return 1 or 2 items from my Box?

Yes, you can. If you'd like to hold onto a style for little longer, you can Swap some or all of your items for your next Box easily.

Our Swap feature is based on a 1:1 exchange, so if you return 1 item, you can Swap to receive 1 item in your next Box. If you choose to return 2 items, you can Swap to receive 2 items in your next Box.

**Do note that if you return fewer than 3 pieces, it will still count as a Box used. We recommend that you check on the number of Boxes available in your Plan before scheduling a Swap.

How do I schedule a Swap or Return?

To receive your new Box and make a return at the same time, schedule a Swap via the app:

- Select the pieces you'll like to rent next,
- Go to "My Box" and select "Schedule a Swap"

If you would like to make a return without receiving a new set of clothes (e.g. when you are arranging to cancel or pause your Membership), schedule a return via the app by going to "My Box" and select "Return my Box".

When can I order my next Box?

You can order your next Box whenever you're ready to try new styles.

Simply browse the collection and select pieces you'll want to try in your next box and schedule delivery.

What payment methods do you accept?

We accept credit and debit cards from Visa, Mastercard and Amex. If you encounter an error using a card, please kindly try another card or reach out to us via chat.

Am I able to receive a refund if I want to unsubscribe or cancel?

No - all unsubscriptions will take place at the end of your billing date.

Is my card information safe?

Definitely. We take the security of your personal and financial information seriously. We do not store any sensitive information on our servers. We use Stripe as our payment processor. All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe's internal servers and daemons are able to obtain plaintext card numbers.

Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.

What extra hygiene measures has Style Theory taken to ensure the safety of your customers and employees?

We're constantly raising our workplace safety and hygiene standards.

All office staff now work from home, joining you in the fight to stay home and stay safe.
Our Warehouse and Logistics Fulfillment teams practise safe distancing. We've also reduced the chances of social interaction during work commutes by opening more shifts for our on-ground staff.

Our third party logistics partner has also provided all drivers with face masks, hand sanitisers and made conscious efforts to enforce twice-daily temperature taking, social distancing, package handling, and vehicle sanitisation.

How do I cancel my subscription?

It is indeed sad to see you leave, however you may cancel your subscription by sending an official request through your apps. Kindly send a request the latest by ONE week before your next billing date, otherwise termination will not be processed in time ahead of your next month's billing. We highly encourage you to ensure that all the box has been returned, so that termination can be completely proceeded.

While we are sad to see you leave, here's how to unsubscribe from your prepaid subscription:

Step 1: Check your next billing date to plan your return
Log into Styletheory app > Profile > Subscription Details

Step 2: Request to cancel via the app ONE week in advance by opening Profile > Subscription Details > Manage > Request to cancel your subscription. The respective team will be in touch shortly.

Step 3: Return all your pieces and box back to us before your next billing date
Since the subscription is prepaid, you can still use your subscription and return or drop off your box at least two (2) working days (excluding Sun & PH) before your billing renews.

Things to take note:
- All termination requests are subjected to processing time between 10am - 5pm on Mondays to Fridays excluding Public Holidays, Eve of Public Holidays, and weekends.
- Terminations requests after 4 PM will be attended on the next working day and our customer service agent will contact you during our operational time.
- Kindly note that to be eligible for terminations on your desired billing date, you should not be holding onto any boxes, on pause or have any outstanding payments.
- A confirmation message will be sent out to you upon successful termination ONE day before your next billing renews.
- Standard terms and conditions apply.

How can I add items from my wishlist to my order?

You can add wishlist items to your order directly from the Wishlist screen. In order to see what is currently available, tap onto the “Eye” icon at the top right corner and choose the “Show Available” option. The more you add to your Wishlist, the easier it is to find your desired items each time you schedule a Box!

Pro-tip: We recommend a healthy Wishlist of 100 styles.

The item I like is unavailable, when will it be made available?

We are unable to give a specific date or time when the item will be made available again as there are 2 main reasons they are unavailable:

- Rented by others: if an item in rented, it may take up to a couple of weeks before it can become available for rent, as the subscriber may keep the item for as long as she likes
- Currently dry-cleaned or under repair: if an item is not rented or in our warehouse, they are likely to be at our dry cleaners or being repaired. This may take 2-4 days, or longer.

Do I need to wash the items?

No, leave the tough stuff to us! The monthly Membership fee covers deliveries and laundry! We partner with Impressed to launder and care for our clothes so that they remain in the best condition possible.

Do I need to steam the items?

No you don't! We steam all our clothes before they are packed for delivery so that they arrive to you in a ready-to-wear condition. If the garment comes to you wrinkled, please refrain from ironing the items as certain garments have delicate fabric that gets damaged easily. Most fabrics may be steamed if you have a steamer available.

Do reach out to us via chat with the item name and we'll do our best to assist you!

I received a damaged item. What should I do?

Oh no! We hope this doesn't affect your Membership experience with us. We suggest you avoid attempting to remove the stain on your own. Our dry-cleaning partner also asks that our customers refrain from treating the stains with household methods as it may affect their treatment results.

If you received a damaged item, here's what you can do:

1. Do notify and send us a picture once you spot a stain or damage in the garment via the in-app chat!

2. Return the Box of clothes once you have stained an item so that they can be treated in a timely fashion.

We recommend you check all the items you receive as soon as you receive it to avoid any disappointment to your outfit plans!

What should I do if I damaged or stained an item?

Do notify and send us a picture in the in-app chat once you spot a stain or damage in the garment.

Stains are generally easier to remove the faster they are treated. Therefore, do plan to return the Box of clothes once you have stained an item so that they can be treated in a timely fashion. Our dry-cleaning partner also asks that our customers refrain from treating the stains with household methods as it may affect their treatment results.

In the instance that the stain is removable by our dry cleaners and the damage is repairable, then there is nothing to worry about! We will proceed to repair and treat the garment accordingly. Our main concern is always to keep the wardrobe healthy for all our Members, by ensuring that clothes returned to us remain in pristine condition for rent. In certain instances where the damage to the item is significant, we may have to charge the subscriber the cost of repair. However, if the item is badly stained or damaged and not suitable for rental circulation, we will have to charge a full retail price for the garment to the subscriber.

Don't worry, our Customer Happiness team will also contact you should we find out if there is irreparable damage via chat or via email. If you would like to raise a dispute upon receiving our chat notification or email, kindly reply to us within a maximum of 5 working days.

Kindly note that we will proceed to charge the cost of irreparable damage to your account if there is no feedback from your side after 5 working days from the date of our chat notification or email to you.

What should I do if I lost an item?

In the event of loss, do notify us with the item's name and size right away. The full retail price of the lost item will be charged to your account as we will no longer be able to rent it out to other Members.

What is the Pause feature?

Pause is a set period of time where you are not using the service and won't be billed for it. Do note that if you have unused Boxes, the expiry date of each Box will not change and you will need to resume your subscription before then in order to use it.

How do I Pause my subscription?

To pause your Membership subscription, simply do the following within the Style Theory App:
Profile > Subscription Details > Subscription Plan > Pause Subscription

Before you pause, please check that
- You have successfully returned any and all rental items in your possession;
- You still have enough days in your pause quota;
- You still have at least 1 unused Box for the month;
- You don’t have any items currently waiting/saved in your My Box page.

Please note that while you are on pause you will not be able to use your subscription and the expiry date of your unused Boxes will not change so please be sure to resume before then if you would like to use them.

What happens to my points if I unsubscribe?

Your points will be removed when you unsubscribe. If you would like to temporarily suspend your subscription, you may choose to Pause your subscription and retain your points.

What happens to my Points if I Pause my subscription?

All Points issued have a one-year validity from date of issue, unless you unsubscribe from your Membership.

Even on Pause, your Points earned do not expire prematurely before its one-year validity. However, you do not earn new Points when you are on Pause.

Why are reviews important?

Reviews are an integral part of our service. We depend heavily on your reviews for us to make better decisions in the future.
For example, our Merchandising team use the reviews to decide which items or styles to purchase next. We also track our courier performance based on the information you provide us.

Additionally, reviews help Members like yourself to make size and style decisions!

When will items at dry cleaning or rented become available?

Dry cleaning takes roughly 2-4 days before an item goes back online and available to rent.
If an item in rented, it may take up to a couple of weeks before it can become available for rent, as the subscriber may keep the item for as long as she likes.

How do I search for items on your app?

The best way to find what you're looking for is our Browse tab. We've categorised it into occasions, category of clothing, designer brand names, and style. Within each sub-tab, you'll be able to see more items that can be further filltered to what you need.

Filter by:
- Availability (See Available, Available in My Size, All)
- Size
- Colour
- Occasion
- Item Categories
- Print
- Sleeve and Hemline Length

We also recommend similar styles and recommended picks for users who browsed the same item too.

Am I able to purchase an extra box, should I wish to rent more boxes within my current billing?
Yes, you can purchase an extra Box at HK$350!

You can reach out to our Customer Happiness team via the in-app chat and request to purchase.

(If you are unable to use all the Boxes in your Plan this month, no worries! You can roll over up to 10 unused Boxes each month, to be used within 6 months.)

Am I able to purchase an extra item, should I wish to rent more item within my current billing?

Yes, you can purchase an extra box at HK$116!

You can reach out to our Customer Happiness team via the in-app chat and request to purchase.