FAQs

BORROWERS FAQS

Do I have to have an account to borrow?

Yes, we must verify all Borrowers before they can borrow any item.

How long is the rental period? 

All items need to be borrowed for a minimum off 4 days. A booking can not start on a weekend due to restrictions with postage.

What happens if I book it and the lender rejects the booking? 

If you make a booking that the lender rejects, the payment will be cancelled and funds will automatically refunded to your credit card or PayPal account.

Where do we ship?

Our Lenders ship Australia wide. We are currently looking into partnering with a courier service for an even faster turn around. Will let you know as soon as we have more information.

How long will it take for my item to be delivered?

The length of time will vary on where you live and where the lender lives. We use Australia Post express service so for metropolitan cities it should only take 1 day. To check the postage time please check out the Australia Post website: 

Can I book an item in advance?

We have a live availability calendar so booking an item in advance is easy. We only allow for Borrowers to book 3 months in advance.

Can I cancel my order?

You can cancel your order without charge anytime before the Lender accepts your request. You can also cancel your order 7 days prior to shipping for a cancellation fee of $10. Any order cancelled within the 48 hours of your booking date will be charged at the rate of a 4 day rental.

What if my item arrives wrinkled?

We ask our Lenders to pack the item as carefully as possible to reduce the risk of creases. If there are creases please make sure you read the care instructions carefully before attempting any removal of the creases.

What if my item doesn’t fit?

We ask the Lenders to provide as much detail as possible on the item so please check these carefully before you book. We ask the all Borrowers respect the item and don’t attempt any alterations. Unfortunately there are no refunds available as long as the item is as described.

What if there is a dispute between a Borrower and a Lender?

Please contact [email protected] for assistance in any dispute you may have. We will do our best to help the parties come to a resolution.

How do I return my item?

Simply repack the item in packaging similar in which it arrived, and drop it to your nearest Australia post box/office. Please send the borrower the tracking details. Most lenders will include a self addressed envelope for you to make the process even easier.

Do I need to dry-clean the garment?

No, to keep things simple we ask all Lenders to arrange the dry cleaning at their end.

What if I accidentally damage the item?

You need to contact the Lender immediately in order to work out a resolution. You will obviously need to cover any repair costs. If you are unable to come to a resolution please contact us at [email protected]

Why am I asked to complete a review?

Just like major shopping and hiring sites we rely on the feedback from our customers to keep everyone honest.  We ask everyone to complete a very quick 5 star rating. Any additional comments can be made if required. Please keep in mind to be fair with your rating, if you do leave a 3 star or below rating we may ask for additional information and follow up with the other party.

What if a Lender asks me to pay them directly outside of Lending Labels?

This is strictly against our terms and conditions. Please report the Lender to us immediately at [email protected]

Are there any hidden costs?

No, unlike other rental sites we don’t charge the Borrower anything extra, it is simply the cost of the rental and postage and processing fees for credit cards or PayPal.

What if my rental ends on a Sunday or public holiday?

If your return date falls on a public holiday or Sunday, please post your item back the following day before 12pm.

What if I am late returning my item?

For Lending Labels to work effectively for everyone we rely on items being returned on time. If you do return an item late you will be charged an additional 4 day hire fee to your nominated credit card

 

LENDERS FAQS

How much does it cost to list an item? 

Nothing – all listings are free. You will be simply charged 10% service fee each time your item is booked.

How much should I advertise my item for? 

As a guide we recommend 15-30% of the RRP. This can vary so do some research on similar items that are listed.

What do I do if a designer is missing from the list?

Please just pick “other” and we will add the designer in before the item goes live.

Do I need a profile picture?

All Lenders need a profile picture. Don’t worry it doesn’t have to be of yourself.

What photos should I upload for an item? 

You can upload one profile photo and up to 5 additional photos. We will vet all photos before the item goes live. As a general rule the photos must NOT be from the designers website or any image they use to advertise. Do not include other items in the photo. We will edit one photo as the items profile photo so the item is on a white background and an invisable mannequin. This is a free service that we offer so don’t stress you aren’t changed for this.

If your photos are of poor quality, we will not accept your listing and ask you to supply more photos. If you need help please email [email protected]

Do I have to list my items myself? 

No, we offer a free upload service. Please just send the URL of where your items are listed and we will do it all for you. Please keep in mind that the pricing needs to reflect postage one way and dry cleaning. Please email the

Can I list multiple sizes?

Unfortunately, each listing can only have one size. If you have items in multiple sizes you will need to complete a new listing for each one.

Are there any restrictions on what can be listed?

Lending Labels is for designer pieces, and must be of the following.

  • Minimum RRP $200
  • In excellent condition
  • We accept vintage – but please list it as such.
  • Item must be genuine. If we find an item to be fraudulent we will immediately ban you from the site.

How does the Availability Calendar work?

You are able to choose dates that the item will not be available at any time. The calendar will also automatically update when you accept a booking. The calendar will automatically block out 2 days on the end of a booking for dry-cleaning. We have also blocked out weekends as start dates due to restrictions with postage.

Can I cancel the order?

You can cancel the order at anytime prior to shipping without any liability to the Borrower. The full amount will be refunded to the Borrower, however you will be charged a $10 cancellation fee.

How do I know when and where to post the item?

Once you accept the booking you can see all the Borrowers postage details in your dashboard and on the order confirmation via email.

How do I pack my item?

We suggest using an express post bag form Australia post. If the item is extremely delicate use bubble wrap. We also suggest all Lenders to include a self addressed express post envelope for the safe return of your item. Please make sure you make your item as shipped on the system and enter in the tracking number.

What happens if someone doesn’t return my item?

We rely on items being sent back on time. If it isn’t the Borrower will be charged for another 4 day hire. If the item is still not returned please contact [email protected] and we will assist in a resolution.

Who is responsible for dry-cleaning?

We ask all Lenders to take responsibility for dry cleaning. This keeps the process simple and allows for a more accurate turn around time on each item. The calendar will automatically generate a 2 day block out to allow for turn around time.

What if there is a dispute between a Borrower and a Lender?

Please contact [email protected] for assistance in any dispute you may have. We will do our best to help the parties come to a resolution.