Question 1

How do I create an account?

Accepted Answer

To create an account, download the Rented application on the App Store or Google Play. After the download is complete, open the application and select the signup option. You must sign up with a valid email address, follow the onboarding process and complete your profile by adding a clear profile image and verifying your identity.

Question 2

Can I lend or rent items if I am under 18?

Accepted Answer

Unfortunately, Rented is only open to users over the age of 18 years old.

Question 3

Do I need a profile photo?

Accepted Answer

Yes please! Your photo must show your full face, no filters please (even though we love them). Also make sure to verify your identity in the application to make sure potential renters feel safe renting to and from you.

Question 4

Does Rented have physical stores?

Accepted Answer

Rented is primarily a digital peer-to-peer platform. We do host a variety of events for our community. Make sure to check our Events page on our website to view upcoming events.

Question 5

How much does it cost to rent an item?

Accepted Answer

Lenders have full control over how much they would to list their item for. Each listing shows shows the daily rental cost. As a renter, you can message the lender to negotiate a discount or extended rental period. Renters and Lenders are charged a 10% service fee, which goes towards helping our 24/7 support team and keeping our platform running!

Question 6

How much does it cost to lend an item?

Accepted Answer

Listing an item is completely free! However, all lenders will be charged 10% service fee that keeps our platform and 24/7 support team running.

Question 7

Can I rent an item in advance?

Accepted Answer

Of course! When renting an item, ensure you request the particular dates when selecting an item. We recommend always communicating with the lender to introduce yourself and explain why you would like to rent their item to ensure the entire rental process runs smoothly.

Question 8

How long is the rental period?

Accepted Answer

The rental period is based on the dates you choose for your rental request which are full days. You should receive the item before your rental period and return it the day after your rental period is over. 
 
For example, you request an item for Friday, Saturday, and Sunday. The lender will send a receipt of your rental by the end of Thursday, and as a renter, you should return the item first thing Monday. 
 
The minimum recommended rental period is 3 days for any item, to ensure lenders do not face too many issues, but short rental periods are allowed if the lender and renter agree. Rented does allow renters to set 1 day as the minimum.

Question 9

How much should I advertise my item for?

Accepted Answer

Rented recommends charging 10% of the retail price as a fair price, but you are free to choose your own price as Rented is a peer-to-peer marketplace.

Question 10

What photos should I use in my listing?

Accepted Answer

Rented recommends using clear, high-quality images of your items worn on yourself or a friend. Please do not use any flat lay images or images of the item on a hanger. The photos should only include one model wearing the item to avoid any confusion of group photos. You can upload a total of 5 photos to each listing.

Question 11

Are there any restrictions on what can be listed?

Accepted Answer

Rented is an affordable rental fashion platform, we allow a range of labels from high street, mid-market to luxury, however, all items should have a retail price of £50 and above. We do not have any restrictions on how old an item is. Aligning with consumer values, Rented will not accept any product listings with animal-based fur trims unless they are vintage.

For product categories, we only allow fashion items that are non-personal to be listed. Please do not list items such as swimwear or lingerie.

Question 12

How many items can I upload?

Accepted Answer

As many as you like! Monetize that wardrobe girl.

Question 13

How are items delivered to me?

Accepted Answer

Rented provides users with a variety of delivery options. Rented recommends arranging meet-in-person delivery at a public location to pick up and return your rented item. If in-person swaps can not be made, users can pick up and drop off rented items at one of our local Rented pickup locations (check-in application availability with your postcode). Rented recommends these first two options whenever possible as it is the most sustainable choice! ​
 
We also offer a postal service method or bicycle courier to deliver items. Users should make sure to use our free 100% compostable poly mailer bags, stickers, paper tapes, and tissue paper made in collaboration with our partner Noissue. Just shoot us an email to request shipping materials! ​The lender will charge a flat fee and should send the item via Royal Mail tracked. By requesting postage shipping, you will also need to return the mail at your own cost, unless agreed otherwise with the lender.

Question 14

Will items be cleaned upon arrival?

Accepted Answer

All lenders are required to clean items ready for usage. If you feel an item has not been cleaned upon arrival, please contact your lender and our help team. We recommendy you take photos with a digitial camera with time stamps as soon as the item arrives to collect evidence that can be used to resolve the dispute.

Question 15

Can I keep or purchase an item?

Accepted Answer

We are so glad you love your rental item that much, but unfortunately Rented only allows rentals.

Question 16

Can I request an item/designer that is currently not available on the platform?

Accepted Answer

If you would like to request an item or designer head over to our Request Item page on our website. You can also request items by sending us a dm on our Instagram page @rented or contacting us via email at help@rented.com, via live chat our website, or via our 24/7 customer service telephone line.

Question 17

When will my card be charged?

Accepted Answer

Your card will be charged once the rental request has been approved. As a renter, you have up to 48 hours before a rental period begins to make any changes.

Question 18

How do I cancel my rental?

Accepted Answer

Easily cancel rental via the rental tab within the application by selecting the specific rental transaction you would like to cancel and tapping the cancel rental button. Please be mindful of your Rented community members and try to not cancel rentals close to the beginning of the rental period.

Question 19

Will I be refunded if I cancel a rental?

Accepted Answer

Yes, your account should be refunded within 5-10 business days depending on your bank.

Question 20

What happens if my rental doesn't arrive on time?

Accepted Answer

If your item does not arrive on time, we recommend first communicating with the ender to resolve the issue. If the suitation needs to be escalted, contact help@rented.com and we will begin a disputing process. Both the lender and the renter will need to provide proof of late delivery with receipts of postage and delivery. Based on evidence, Rented will require the party at fault to refund the other.

Question 21

My item doesn't fit, what do I do?"

Accepted Answer

All lenders are required to list items with correct and recommended sizing. We recommend that you always communicate with the lender to address all fit concerns prior to requesting your rental item. Unfortuntaly we do not provide refunds for items that do not fit.

Question 22

Can I alter a rental item?

Accepted Answer

Unfortunately, you are not allowed to alter any rental item. Alterations also include pinning and adding accessories to items unless the lender has clearly agreed that it is acceptable to do so.

Question 23

Do I need to clean an item before returning it?

Accepted Answer

Lenders are fully responsible for the cleaning of rental items. If an item needs a particular type of cleaning such as dry cleaning, a cleaning fee will be added to the total rental cost by the lender. You do not need to clean an item before returning it but if you would like to, ensure you speak with the lender for consent and correct garment care.

Question 24

What happens if an item is damaged or stolen?

Accepted Answer

We recommend first communicating and resolving any issues with the lender. Should the situation require escalation, Rented will resolve all conflicts between lenders and renters and reimburse lenders of damage or loss on a case-by-case basis. To begin a dispute process contact us on help@rented.com, by telephone, or via our live chat. Users must include all evidence such as in-application messages, receipts and details in your claim to have Rented Protection. Rented may charge renters a payable amount to compendate lenders for any loss or damage to an item.

Question 25

What if a lender asks me to pay them outside of the Rented application?

Accepted Answer

As part of our Terms of Use, all users agree to not enter any agreements to rent or lend items through any other platform.All messages and payment transactions much take place with the Rented application to ensure all parties have clear in-app evidence to be covered by Rented Protection.

Question 26

What if I am having an issue with my lender/renter?

Accepted Answer

Sometimes things go wrong! The Rented Support team is here to help resolve any conflicts and disputes between lenders and renters. To begin a dispute process contact us on help@rented.com, by telephone, or via our live chat. Users must include all evidence such as in-application messages, receipts and details in your claim to have Rented Protection.

Help Centre