Frequently Asked Questions
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Does a lender have to accept or decline bookings?
Yes, our lenders are required to accept or decline your requests. They will have 24 hours to accept a request or it will be automatically cancelled. You will be notified via email and text message if your booking is accepted and have 24 hours to complete payment for it via the payment link provided. If you do not pay in the allotted time, the request will be cancelled.
Please note by placing a booking request with our lender, you are agreeing to make payment for the order total if your request is accepted. If we notice customers frequently not following through with payment of accepted requests, we may remove them from the site.
What rental period should I book for my event?
Our standard rental period is 4 days to allow you plenty of time to receive your item, wear it for your event, and return it. If you need it for longer, choose a longer period at checkout — pricing scales accordingly.
I provided the incorrect shipping address for my booking, what do I do?
If you have provided an incorrect or unsuitable shipping address on your booking, please contact our Customer Service Team as soon as possible so we can update your rental.
If an owner has already posted your rental, we will be unable to amend the address. If a rental is delayed or lost during shipping due to the address you provided being unsuitable, you will be liable for any costs incurred to the owner as a result of the delayed or lost garment.
When do I need to return my rental?
Your order is due for return by 12pm on the last day of your rental period.
If your order ends on a Sunday or public holiday, you have until 12pm the next business day to return your order. Please note rentals ending on Saturday must be returned on Saturday.
How do I return my rental?
Most lenders include a pre-paid return courier satchel with your delivery. Place the item back in its original packaging, drop it in the satchel, and book a courier collection or drop at your nearest collection point.
If your delivery did not include a return satchel, contact your lender directly — instructions vary by vendor.
Do I need to dry clean the item before return?
No! All cleaning fees are included in the rental price. Just return the item using the post satchel provided and we’ll take care of the rest.
What happens if the item is damaged or lost?
Minor wear is expected and covered. Significant damage (rips, deep stains, missing stones, etc.) is assessed against the security deposit you paid at booking. If damage exceeds the deposit, you may be liable for the additional cost of repair or replacement.
Lost or unreturned items are charged at the item’s replacement value, less the deposit already held.
How do I list items as a lender?
Sign up for a vendor account, complete identity verification (KYC) via the dashboard, and add your products with photos, sizing, and rental pricing. Once approved, your items appear in search and customers can book them directly.