FAQs

We are a costume shop primarily focused on hire, and we’re located in Surry Hills, NSW, Australia. We have a separate website for online purchases. Below is a selection of frequently asked questions relating to the Surry Hills shop and hiring costumes. For online store FAQs please read this.

Where are you located?

We are located at 10 Hart Street Surry Hills NSW 2010 Australia. Here’s a map google made us.

What are your store opening hours and are you open Public Holidays?

We are closed on Sundays and Public Holidays.

Opening Hours:

Mon-Wed 11-7pm
Thur 11-8pm
Fri-Sat 11-5pm

Why do you think Costume Hire is best?

Costume hire pieces are generally unique and many of ours are vintage. But also you return the costume, it gets cleaned and used again, and again. It’s green. Like the Frog.

Also, when was the last time you hung out with friends and tried on ridiculous costumes? It’s really fun. Really. Come in and we’ll show you.

What is the average hire cost of a costume and or accessories?

The average costume hire is $77-88 for a full costume.

Some costume items are more expensive as they are unique pieces and are more expensive to maintain. The most you will pay for a single costume hire item will be $165.

Part costume hire is available for less. Please contact us for more information.

What is the length of hire?

Hire Thursday/Friday/Saturday – Return Monday
Hire Monday – Return Wednesday
Hire Tuesday – Return Thursday
Hire Wednesday – Return Friday

Costumes can be hired for extra days pre-arranged at a daily rate of $5 per day per costume.

We can also do shorter term hires for photo shoots and/or corporate events.

How can i make payments in-store?

We accept Cash, EFTPOS & Credit Cards (Visa & Mastercard).

What identification do I need to hire a costume?

Australian Residents:
– Valid NSW or interstate drivers license or;
– Current utility bill & valid identification (passport, proof of age card)
– Valid mobile number & email address
– Credit/Debit Card or Cash Bond

International Visitors:
– Hotel booking confirmation (that extends longer than the hire period)
– Passport Number
– Valid mobile number & email address
– Credit/Debit Card or Cash Bond

How many hire costumes do you have?

We have many more hire costumes than are shown on our website – thousands more in fact. We also have a selection of retail to buy.

What are the conditions for hiring a costume?

Snog the Frog will only hire or reserve a costume when a payment & a bond has been made & secured for the specified costume.

Once payments have been made, there are NO REFUNDS, NO EXCHANGES, NO CREDIT NOTES on the paid amount. Customers take full responsibility of their hire decision, the costume and its off-premises condition.

Customers have the right to note any existing damage/stains to the costumes during the hire process. The onus is on the customer to notify staff of any damage prior to booking & paying for a hire costume.

Can I reserve or pre-book a hire costume?

Yes, costumes can be pre-booked or reserved once a holding fee of $30 is made. This option is not available during the Halloween period.

Do you wash and clean the costumes?

All costumes are sanitised and thoroughly cleaned after each and every hire. We hand wash all wigs.

Can i get my costume hire items delivered if I’m unable to make it to the store?

Yes you can. We can arrange for a courier paid for by you.

How do late fees work?

Late fees are to be charged each day a costume is not returned, as agreed by the invoice hire contract. These fees are charged daily and agreed on the invoice hire contract.

After three late days as specified on the invoice hire contract, Snog the Frog has the right to start charging the accrued amount to the authorised credit or cash bond.

Snog the Frog will notify the customer of any pending charges.

Snog the Frog will also limit the customers financial liability, after 12 business days without any returned costumes, Snog the Frog will cease chasing and charge the customer for the full replacement of the costumes and the late fee period.

When I return a costume can i leave it at the front door if you are not open?

NEVER. The shop is located in the back streets of Surry Hills and it will be grabbed by a passerby in no time – it has happened to other customers and it will happen to you and we will charge you the full replacement cost.

Costumes can only be returned within opening hours.

What happens if I breach the invoice hire contract?

Unless otherwise agreed in writing you consent to all Snog The Frog terms and conditions by signing the hire contract invoice. If issues occur during the course of the costume hire Snog The Frog staff will use their fair and reasonable discretion to assess the required action and or penalties for any items that are damaged, lost, stolen or excessively dirty during the course of the hire. These actions will include paying penalties/fines for late costume returns and costume hire items that are damaged, lost, stolen or excessively dirty during the course of the hire.

The hire period extends until Snog The Frog has all items returned in their original condition. if items are not returned within the required time frame, then the contract has been breached and the suggested penalties and or fines will be charged accordingly.

Do you offer discounts for Students, Groups, Organisations, Corporate Clients and Bulk Orders?

Students under the age of 18 are eligible for a 10% discount on presentation of a current and valid student card.

We do group discounts, you need a minimum of 5 people in your group present in the store to qualify for this discount.

Organisations & Corporate Clients can apply for an ongoing company discount for staff members. Just call us.

Can you design & create costumes for me?

Yes we can. Please send an enquiry to our staff who can provide you with a quote. These items are tailored specifically for you.

Do you have a makeup services?

Yes we do, check out some of our examples here and then send an enquiry for a quote or just pick up the phone and call us already!

We have talented and professional make up artists working for us. Anything from simple character makeup to complex special effects concepts possible.

COSTUME HIRE BOND OPTIONS

Credit Card & Debit Card bond

We collect a credit card swipe with an authorising signature at the time of hire.

No charges are applied at this time and there is no specific value applied to the bond.

Charges will only be applied to the credit and or debit bonds if the the costume items are returned late, damaged or excessively dirty.

Any items that are lost, misplaced or stolen will incur a full replacement fee, this means items are replaced as new.

Replacement costs are based on industry quotes we are happy to provide to you in the interests of fairness

We will make at least five attempts to contact you by phone and/or email prior to any charges being applied.

Cash Bond

Cash bonds range from $20-$5,000 and will represent the approximate value of the costume hire pieces.

Cash bonds will be kept if any costume items are returned late, damaged or excessively dirty, until we get quotes for the repairs and or cleaning costs.

Replacement costs are based on industry quotes we are happy to provide to you in the interests of fairness.

If items are lost, misplaced or stolen, Snog The Frog will retain a portion of the bond that covers the full replacement cost of the items.

WHAT HAPPENS IF I DAMAGE OR LOSE A HIRE COSTUME?

Lost Costume

Costumes can be vintage, hand-made and they are often unique. If these items are lost by then that means we have lost a valuable asset and replacement costs can be significant.  Once a costume piece has been confirmed lost and or stolen we reserve the right to charge replacement costs

By signing the conditions of hire invoice form and authoriSing the credit card bond the customer agrees to all charges being applied for any or all lost or stolen items.

Once the customer has signed the hire invoice form, and has taken the costume from the premises, the customer is 100% responsible for the hired items and must cover the full cost of replacing the item. 

The process of replacing costumes & costume accessory includes sourcing materials, re-creating designs and or patterns plus the labour time and the customer is liable for all of these costs when they lose or misplace an items. The average cost of replacing a full costume can vary from $20 up to around $5,000.

Be prepared to cover these costs in full if you do lose our items. This is agreed and confirmed as part of signing the invoice contract.

Damaged Costume

Costumes not returned in the same condition upon hiring, will see the authorised signatory liable for any costs incurred to repair or replace the damage (such as rips and stains) which may affect future hires of that costume piece.

Snog the Frog will produce a quote for any replacement or repair costs, before charging.

Damage (rips & stains) that affects the hire of the costume may result in the customer being charged a full replacement fee.

At the time of hire customers have an opportunity to address existing damage or stains, if not presented these to staff, then liability may fall with the hirer.

How are replacement/repair quotes sourced?

Replacement or repair quotes for costumes will be produced by Snog the Frog. We reserve the right to use our own suppliers and charge what fair & reasonable to acquire the exact items that need replacement or have been damaged.

What happens if I default on fees or replacement costs?

Non compliance from customers in relation to late fees and or costume items not being returned will require Snog the Frog to recoup associated costs.

When we cannot contact the customer; or cannot recoup the associated fees and replacement costume costs, the matter will be passed to the NSW POLICE. Items will be considered stolen, which may result in criminal charges.

Customer details will also be passed onto an approved debt collection agency. When a customer defaults on fee payments or replacements costs of costumes, the customer assumes liability for all associated costs and fees; these are: late fees, costume replacements costs and all associated costs that are incurred during the recovery process of all outstanding debts and or costume items. 

To avoid such actions the customers has the right to resolve matters directly with Snog the Frog

SNOG THE FROG’S ONLINE STORE

For all terms and conditions regarding our online store please refer to http://shop.snogthefrog.com.au

Please contact us if further clarification of the FAQ’s are required.