Terms & Conditions

1. Item Condition Scale

Every item in our inventory is inspected and assigned a condition rating by our team before it is listed on our website, and ratings are updated as needed. This rating is intended to help renters understand the overall condition of a garment prior to booking. If you have a question about why an item received a particular rating, or would like more detail on an item’s condition, feel free to reach out to our team before ordering.

Condition ratings describe normal, expected signs of pre-loved wear and are provided for transparency. They do not affect a renter’s obligations under Sections 7 and 9 below.

2. Bookings & Payment

Orders are placed and processed through our Shopify storefront using Shopify’s secure checkout and payment processing. A rental is not confirmed or reserved until full payment has been successfully processed through Shopify Payments, or another approved payment method, and the renter has received order confirmation.

If a reservation is initiated but payment is not completed or confirmed, and another customer completes payment for the same item and time slot first, the rental will be awarded to that customer. It is the renter’s responsibility to review all shipping, sizing, return, and policy information provided at checkout prior to completing an order.

3. Card on File & Authorization to Charge

A valid payment method must be kept on file for the duration of the rental period. By placing an order, you authorize Ellison’s Closett to charge the card or payment method on file, without additional notice, for late return fees, cleaning fees beyond standard wear, repair or alteration costs resulting from damage, full retail replacement value for items that are lost, stolen, or rendered unwearable, and any other charges outlined in this Agreement.

Charges will be processed through Shopify’s payment system using the payment method provided at checkout. Ellison’s Closett will make reasonable efforts to notify the renter by email before charging fees for damage; however, late fees and standard cleaning fees may be applied automatically in accordance with the terms below.

4. Rental Periods

Ellison’s Closett offers 3-day and 5-day rental periods for both shipped and local pickup orders. The rental period begins on the first selected day and ends on the last selected day chosen at checkout. We recommend booking as early as possible, particularly for popular items or dates, as availability is not guaranteed.

5. Shipped Rentals

5.1 Shipping

Shipped rentals are sent via UPS and include a prepaid return label provided by Ellison's Closett. Ellison's Closett ships all rental orders with the intent that they are delivered on, or one to three (1–3) days before, the customer's selected rental start date. Once an order has been tendered to UPS, all transit and delivery times are the responsibility of the carrier. Ellison's Closett is not liable for delivery delays resulting from carrier delays, weather, holidays, natural disasters, or any other circumstances beyond its reasonable control, provided the order was shipped on schedule. Customers are encouraged to select a rental period that allows sufficient time before their event.

All shipped rentals must be returned using the prepaid UPS return label provided by Ellison's Closett. Use of an unauthorized shipping carrier, service, or self-purchased return label without prior written approval from Ellison's Closett may result in additional shipping charges, late fees, or other applicable charges. If the prepaid return label is lost, damaged, or otherwise unusable, the customer must contact Ellison's Closett promptly to obtain a replacement label. Failure to notify Ellison's Closett in a timely manner that a replacement label is needed does not excuse late returns or exempt the customer from applicable late fees or other charges.

5.2 Delivery & Package Responsibility

Once a package is marked as “Delivered” by UPS, Ellison’s Closett is not responsible for packages that are lost or stolen after delivery. The renter must inspect the item immediately upon receipt.

5.3 Returns

All shipped rentals must be returned using the prepaid UPS return label included in the original package. The rental must be dropped off at an authorized UPS location on or before the final day of the selected rental period.

Renters are required to email a clear photograph of the UPS drop-off receipt to info@ellisonsclosett.com no later than 5:00 p.m. Central Time on the final day of the selected rental period. The receipt must be retained as proof of timely return until the return has been confirmed by Ellison’s Closett.

If the receipt is not received by the stated deadline, or if UPS tracking does not reflect an update by the following calendar day, the renter acknowledges and authorizes Ellison’s Closett to charge a $25 late fee to the card on file.

If a return label is lost or damaged, the renter must contact Ellison’s Closett immediately to request a replacement. A lost or damaged return label does not extend the rental period or excuse a late return. All applicable late fees will remain in effect if the rental is not returned by the required deadline.

6. Local Pickup Rentals

Local pickup orders may be collected anytime during posted store hours, 10:00 AM–5:00 PM, on the first day of the rental period. If a renter is unable to pick up on the scheduled day, pickup may be completed the following day during store hours; however, missed pickups do not extend the rental period and are not eligible for refunds or credits. Failure to pick up an order within the applicable window may result in forfeiture of the rental without refund.

The renter must inspect the item in-store prior to leaving. Once the item leaves the store, responsibility for its condition transfers to the renter and the rental is no longer eligible for a fit- or condition-based refund.

7. Item Condition, Care & Handling

All rental items are pre-loved and are not sold as new. Each item’s condition at the time of listing is reflected in its assigned rating under our Item Condition Scale. Every item is professionally cleaned and inspected before each rental. Standard post-rental cleaning is included in the rental price, and renters should never wash or dry clean items themselves.

• No machine washing, hand washing, or dry cleaning by the renter.
• No safety pins, fashion tape, adhesive tape, glue, or similar alteration methods without prior written approval.
• No permanent alterations, including cutting, sewing, or hemming, without prior written approval.

Any damage, staining, odor, or adhesive residue resulting from improper handling, unauthorized alteration, or use of prohibited fastening methods will be treated as damage under Section 9 and may result in a fee.

8. Reporting Damaged or Incorrect Items

If an item arrives dirty, damaged, or otherwise not as described, the renter must contact Ellison’s Closett at info@ellisonsclosett.com within two (2) hours of receiving the item, including the order number and clear photos of the issue. Claims submitted outside this two-hour window are not eligible for a refund or credit.

Minor signs of wear consistent with a pre-loved item, such as small snags, pilling, or loose threads, are considered normal and do not qualify for a refund.

9. Damage, Loss & Theft

The renter is fully responsible for the condition of the rental item from the time it is received, through delivery or in-store pickup, until it is returned to Ellison’s Closett. If an item is significantly damaged, we will contact the renter before any damage-related fee is charged.

If an item is lost, stolen, or rendered unwearable while in the renter’s possession, the renter will be charged the full retail replacement value of the item to the card on file.

10. Fees

Standard cleaning after every rental is always included at no cost. The rental period begins on the first selected day, and a return is considered late if it is not dropped off with UPS, or brought back to the store, on or before the final day of the rental period.

11. Cancellations & Refunds

11.1 Shipped Rentals

Shipped rentals may be canceled for a full refund if the cancellation request is submitted at least seven (7) days before the scheduled delivery date. Cancellations made less than seven (7) days before the delivery date are not eligible for a refund. Once an order has shipped, it cannot be canceled, changed, or refunded.

No refunds are issued for items that do not fit, or for delivery delays caused by the shipping carrier when the order was shipped on schedule.

11.2 Local Pickup Rentals

• 4 or more days before the reservation date: Full refund.
• 2–3 days before the reservation date: 50% refund.
• Less than 48 hours before the reservation date: No refund.

No refunds are issued for items that do not fit.

To request a cancellation or change, email info@ellisonsclosett.com with your name and order number.

12. No Purchase Option

All items are available for rental only. Ellison’s Closett does not currently offer the option to purchase rental items, and all items must be returned at the end of the rental period regardless of the renter’s satisfaction with fit or style.

13. Limitation of Liability

Ellison’s Closett strives to provide accurate sizing information, timely shipping, and items in excellent, professionally cleaned condition. However, Ellison’s Closett is not liable for indirect, incidental, or consequential damages arising from the use, delay, or unavailability of a rental item, including inconvenience related to an event or occasion.

Ellison’s Closett’s total liability under this Agreement is limited to the amount paid for the applicable rental order.

14. Communication

The renter agrees to maintain timely communication with Ellison’s Closett regarding shipping, pickup, returns, and any issues with a rental. Ellison’s Closett can be reached by email at info@ellisonsclosett.com or by Instagram DM at @ellisonsclosett, and typically responds within one business day.

15. Changes to These Terms

Ellison’s Closett reserves the right to update or modify this Agreement at any time. Continued use of our website or services after changes are posted constitutes acceptance of the revised terms. The version of these Terms in effect at the time an order is placed will govern that rental.