💌 Our Care Team are on hand to support via the help bubble at the bottom, right hand corner of the screen.

Typically, we aim to reply within 24 hours, although this can be a little longer during busier periods like Summer or Christmas. If you've encountered a problem with your rental, rest assured we will be in touch shortly and work with you to get a quick resolution.

Common Queries

📮 I'm letting you know I've posted the rental back.

Thanks for thinking of us, but you don't need to do this! Just go to the rental in your account and hit the big "ADD TRACKING" button. Enter your return tracking information found on your postal receipt, and we'll register that you sent it.

👀 My item hasn't been returned to me. Can you find out why it is late?

OK, this isn't one of our most common queries, but we appreciate it is one of the most stressful when it happens. Please don't worry, our team is on hand to help chase up and locate anything that is running behind from a renter.

Before reaching out, please allow an extra 2 days for any unforeseen delivery issues and have contacted your renter via the messaging app for an update.

Remember that late fees can be created directly from your account by hitting the "MANAGE MY RENTAL" button on the rental page.

👗 I added an item to my wardrobe, but it isn't live yet!

All our items are manually reviewed by our team and during busier times, this can take up to 72 hours to activate. If you can't see your item after 3 days, feel free to reach out to us, and we can take a look. If your listing hasn't met our criteria, it will not be approved.

💸 I'd like to refund my renter / I need to make an additional charge to my renter.

You're in control! Head over to your account and locate the relevant rental. Hit the "MANAGE MY RENTAL" button for your options on this.

NB: If you are attempting to make additional charges to a renter, please ensure these have been communicated via the app. Our team cannot support disputes unless initial efforts have been made to resolve them and ask that any disputes are attempted to be resolved directly for a period of 72 hours.

😬 My item has been returned with damage.

Don't worry, our team is on hand to support you.

Please photograph and/or video any damages and make sure these have been flagged to the Renter right away.

They may have taken out Damage Protection to cover some or all of the issue. If this was the case, simply keep the receipts and send them to our team. You can issue a charge directly from your account by visiting the rental details page if needed.

If a resolution cannot be agreed upon between you and the renter within 72 hours, please drop our team a message using the help button at the bottom of the page and we will be happy to guide you through the process.