Frequently Asked Questions

List your designer items for free! You will only be charged a service fee once you accept a request from a Borrower. Our Closet’s service fee is £5 + 15% of the rental fee. Please see our Terms of Service for more information on fees.

The Rental Price of your designer item is completely up to you. We suggest you take into account the condition of the item and the age of the item when determining the rental fee. Sometimes Lenders may also browse other comparable listings, to get an idea of market rental price for specific items. Generally if an item is in ‘as new’ condition the usual rate is approximately 25% of the recommended retail price.

If your designer brands is not on the list – let us know ( just choose ‘other’ in the meantime).

Yes, It doesn’t need to be an image of yourself, but need to have a picture in there.

The following photos are acceptable:

• Photos of you wearing the dress at an event
• Clean, well lit photos
• Professional photos

The following photos are unacceptable:

• Photos with multiple people in it. This is confusing for Borrowers to know which dress is actually available.
• Photos of your dress on a coat hanger, floor, rack etc.
• Photos of the same dress but in a different colour
• Photos of a similar dress

The first photo you upload will be the display image. Always upload the front of the dress first, followed by any other back, side or close up images.

Due to copyright you cannot use designer advertising imagery – the images you upload must be your own images. Copyright free images sourced online may be used.

If you own the same garment in multiple sizes, you are able to list multiple sizes for the same photograph. This item will come up in searches for all the sizes listed.

Our Closet’s platform exists to provide value to users by allowing users to tap into their under-utilized high-end designer clothes. Most designer dresses, outerwear, handbags, accessories and millinery are accepted so long as it meets the following criteria:

• Minimum RRP (Recommended Retail Price) is above £200
• The item is in excellent condition

The below does not meet Our Closet’s listing criteria:

• Item has a RRP or sale price under £200
• Items in poor condition
• Items with noticeable stains, pulls or tears
• Item infringes on the copyright of any person including fake designer items

There is no limit to how many items you can list, so long as the above is adhered to. Please ensure that the description and sizing of the dress is accurate. Our Closet reserves the right to remove listings and/or deactivate or cancel a user’s account. Please refer to our Terms of Use for more details.

You can upload as many listings as you like.

List a Try-On price – somewhere between £5 and £20.

After you have accepted a Booking Request, you can view all the details for the booking in Reservations – Lender on your Dashboard.

Please pack your designer item carefully and securely. It is a good idea to keep a record of the tracking numbers in case of delay.

Yes – we are a national marketplace and you can borrow and lend designer items from all over the UK. As a user you must take into consideration the timing factor in relation to delivery times.

Please ensure that you pack any items carefully. It is important that garments are packed to reduce the risk of creasing.

You must ensure the item Is delivered to the Borrower prior to the beginning of the rental period via a suitable means of delivery. You must use a method which provides tracking information and pass this on to the Borrower.

Our preferred delivery partner is CitySprint.

Need your rented dress or accessories delivered safely? We’ve got you covered. Realising how important your deliveries are to you is what makes us tick, that’s why with our GPS tracking and full audit trail you can track your dress every step of the way. With our nationwide coverage and market leading technology we’re the best people for the job. Give our team a call to book your secure delivery and don’t forget your priority Our Closet account number.

For same day deliveries call 0207 880 1000

For UK Overnight deliveries call 020 7231 3131

We send Borrowers a reminder email when your item is due back for return, so it is likely already on its way back to you.

If you would like to request confirmation that your dress is on its way back to you, we encourage you to contact your Borrower through Our Closet marketplace by sending them a message.

If you have attempted to contact the Borrower on multiple occasions with no success, contact support@ourcloset.co.uk

Remember we retain the credit card details for every Borrower to protect you and your items in this sort of rare situation.

We recommend the Lender takes care of the cleaning of the designer item, that way you get the dress back quickly and can have quality control over the cleaning. We recommend the Lender includes the price of the dry-cleaning in the Rental Fee.

Our Closet will work with you to resolve disputes over damage. We always recommend that you take photos of items before you send them out to assist with this process.

Important – Please note: Our Closet does not take responsibility for loss or damage to items rented out via the website.  Our Closet simply provides the online marketplace for Users to rent their designer items to each other.  See our Terms of Service for more details.

In the event of a dispute, Borrowers and Lenders must always first contact each other in good faith and with every intention of satisfactorily resolving the dispute with each other.

If a dispute cannot be resolved, either the Lender or Borrower must contact Our Closet within 48 hours of the dispute arising and provide details including when it first arose, evidence of the attempts to resolve the dispute and a description of the damage including photos of the damage.