How does the rental process work for item owners?

1. Sign in to your account and upload clear photos of your item.
2. Provide a detailed description, set a fair rental price, and choose the dates it’s available.
3. Post your listing so others can see it, then review and accept rental requests.
4. Post the item to the borrower at least two days before the rental period begins.
5. Once the rental is over, receive the item back in good condition and receive your payment.

How does the rental process work for borrowers?

1. Sign in to your account and browse the available items.
2. Use the filters or search function to narrow results by category or specific dates.
3. Submit a rental request for your preferred date range and complete payment for the rental fee.
4. Once the item arrives, wear it your way
5. Post it back to the owner on the last day of the rental period

What happens if my item arrives late?

• If an item does not arrive on time, the borrower can click the "There is an issue with my order" button to report the issue.

• Our team will then investigate the case. Thanks to our integrated tracking system, we can verify when the item was shipped by the owner.

• If it’s found that the item was not dispatched at least 2 days before the rental start date, as required by our policy, and the item arrives late, the borrower will be refunded for the days they were unable to use the item.

• This refund will be deducted from the owner’s payout, meaning the owner will only be compensated for the days the item was in the borrower’s possession.

• If the item was shipped on time (at least 2 days in advance as per policy) but still arrived late due to courier delays, The Wardrobe Collective cannot offer compensation, as the delay falls outside the owner's or platform's control.

• This is why our policy emphasises early dispatch, to allow sufficient time for potential courier delays and ensure timely delivery to the borrower.

How is a late return of my item handled?

• If an item does not arrive back on time, the borrower can email info@thewardrobecollective.org to report the issue.

• Our team will then investigate the case. Thanks to our integrated tracking system, we can verify when the item was shipped by the borrower.

• If it’s found that the item was not sent on the last day of the rental period, as required by our policy, and the item arrives back late, the owner will be compensated for the days the item was in the borrower’s possession.

• If the item was shipped on time (at least 2 days in advance as per policy) but still arrived late due to courier delays, The Wardrobe Collective cannot offer compensation, as the delay falls outside the owner's or platform's control.

This is why our policy emphasises early dispatch, to allow sufficient time for potential courier delays and ensure timely delivery to the borrower.

How much is the late payment fee?

• This fee is calculated on a pro rata basis. For example, if you paid €100 for a 5-day rental and missed out on 1 day due to the late arrival, you would receive €100/5 (minus the platform fee) back. This amount will be deducted from the owner’s payment.
• Before requesting a late fee, we encourage borrowers and lenders to communicate and try to understand the reason for the delay, and attempt to resolve the issue directly.

Please note: We can only apply a late fee if the item was shipped late. If the item was shipped on time but arrived late due to courier delays, we are unable to offer compensation, as this is outside the borrower’s or owners control.

What happens if the item is not returned?

• If an item isn’t returned within 7 days of the due date, the owner may mark it as lost or stolen.
• This can be done by emailing info@thewardrobecollective.org.
• The borrower holds full responsibility for any item that is lost or stolen during the rental period.
• If the item is lost, the borrower will be required to pay for a replacement. We will provide a payment link for this purpose.
• If the borrower refuses to pay for the replacement, we are unable to enforce payment.

What if an item is returned damaged?

• Owners must inspect returned items immediately and report any damage within 24 hours of receiving the item to info@thewardrobecollective.org
• We will investigate the case against our Damages Matrix.
• Borrowers may be responsible for covering any damages they are responsible for.
• If we find that the damage fees are due from the borrower, we will provide a payment link for this purpose.

Can I control when my listings are visible?

• Yes! When listing an item, you can set a “default schedule”.
• This is the standard availability you set for an item. For example, you can choose specific days of the week and times when the item is typically available.
• As well as this, you can mark items as unavailable for specific dates.

What if the rental doesn’t fit or suit me?

• We do not offer refunds for items that don’t fit or suit your preferences.
• To avoid disappointment, we encourage you to review the brand’s sizing guide, measurements, and product details carefully before booking.
• If you’re unsure, consider visiting the brand’s store or trying on a similar style beforehand.

Who handles cleaning?

• The lender is always responsible for cleaning items.
• They may factor in cleaning costs to the rental fee if the item needs to be dry cleaned. - Borrowers should never attempt to clean the item themselves, as certain fabrics and finishes require specialist care, and incorrect cleaning could cause damage.

Who covers the shipping costs?

• Borrowers cover all shipping costs, which are included in the final price breakdown.
• The owner can download a prepaid shipping label to send the item, and the borrower can download the returns label to send it back once the rental period ends.

What if the item arrives and it is no clean?

• All items should arrive in a clean, ready-to-use condition.
• If your item arrives unclean, please contact us immediately with photos. After reviewing the case, you may be entitled to a refund.

How do I get paid?

• All payments are processed securely through Stripe.
• Once the rental period is completed, your earnings will be transferred to your linked Stripe account within two working days.

Who sets the rental price?

• The owner sets the rental price at their own discretion.
• We recommend 10-15% of the RRP. But it's Your Wardrobe, Your Rules.

Can I arrange rentals outside of The Wardrobe Collective?

• Nope, all transactions must go through the website.
• If transactions occur outside of this, we cannot aid any disputes/refunds/issues and we will not be able to support mediation.