Service Policy

1. Customer Service Commitment

At DominicWalsh, we are committed to providing exceptional service to all our customers. Our service standards are designed to ensure that every interaction with our company meets the highest level of professionalism and satisfaction.

1.1 Response Times

• Email inquiries: Response within 24 business hours
• Phone calls: Available during business hours (9:00 AM - 5:00 PM AEST, Monday to Friday)
• Emergency costume support: Priority handling for performance-critical issues
• Social media messages: Response within 48 hours

2. Professional Services

2.1 Custom Orders

Our custom order service includes:

• Initial consultation to understand your requirements
• Design proposal and cost estimation within 5 business days
• Regular progress updates throughout the creation process
• Final fitting and adjustments
• Quality assurance check before delivery

2.2 Repairs and Restorations

Our repair service guarantees:

• Initial assessment within 48 hours of receipt
• Detailed repair quote provided before work begins
• Professional restoration using appropriate materials
• Quality check post-repair
• Regular updates on repair progress

2.3 Rental Service

Our rental service includes:

• Professional fitting assistance
• Costume preparation and cleaning
• Condition documentation before and after rental
• Emergency support during rental period
• Flexible rental duration options

3. Quality Assurance

Every costume and service we provide undergoes rigorous quality checks:

• Material quality inspection
• Construction and stitching verification
• Fit and comfort assessment
• Performance suitability check
• Final inspection before delivery

4. Customer Support Channels

We offer multiple ways to reach our customer support team:

• Email: support@dominic-walsh.com
• Phone: Contact during business hours
• In-person: By appointment at our location (64 Bruce St, Cooks Hill NSW 2300, Australia)
• Online: Through our website contact form

5. Problem Resolution

Our problem resolution process ensures that any issues are addressed promptly and effectively:

• Acknowledgment of the issue within 24 hours
• Investigation and solution proposal within 48 hours
• Regular updates throughout the resolution process
• Follow-up after resolution to ensure satisfaction

6. Service Guarantees

We stand behind our services with the following guarantees:

• Satisfaction guarantee on all custom orders
• Quality workmanship warranty on repairs
• Clean and well-maintained rental costumes
• Professional and courteous service
• Transparent pricing with no hidden fees

7. Business Hours

Our standard business hours are:

• Monday to Friday: 9:00 AM - 5:00 PM AEST
• Saturday: By appointment only
• Sunday: Closed
• Public Holidays: Closed

Emergency support is available for rental customers during performances.

8. Policy Updates

This service policy is subject to updates and modifications. Any changes will be communicated through: