How it works

Delivery Policy

Once the owner accepts the booking request, the lender and borrower must discuss to decide the best way to to exchange the item, whether by post, delivery, or collection.

If posting: We recommend using the €6 An Post postage envelopes they’re great value to keep costs low. Proof of postage is required for all postal exchanges. The owner covers postage when sending the item out, and the borrower covers postage when returning it.

• Lenders must send the item at least two days in advance of the rental period to avoid items arriving late.
• Items must be posted back to the owner on the last day of the rental period.
• Keep all proof of postage as it will be requested if items are late
• We strongly recommend that the borrower books the item for one day before and one day after the intended use date to ensure timely arrival and to allow for return, as rentals must be returned on the final day of the rental period. It is the borrower’s responsibility to book the item with enough time for delivery.

Late Items

• If your item arrives late, you can request a late fee by selecting the "Item Arrived Late" option. Our team will review your case. If it is found that the owner did not ship the item at least two days before the rental start date, you may be eligible for a partial refund.
• Refunds are issued 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.
• If an item is returned late, owners can request a late fee by selecting the "Item Arrived Late" option. Our team will then review the case. If we find that the borrower did not ship the item back on the last day of the rental period, they may be charged a late fee.
• This fee is calculated on a pro rata basis based on the original rental price.For example, if the rental cost was €100 for 5 days and the item was returned 1 day late, the borrower would be charged €20. This amount will be added to the owner’s payout.
• 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 lenders control.

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.

Damaged Items

• 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.

Lost or Stolen items

• 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.