DELIVERY AND RETURNS

How does delivery work?

For London clients we provide an eco-courier service, called Quiver. For £7.99 the courier will drop your Look(s) off on day 1 of your rental, and collect again on your final day. They deliver and collect 7 days a week, within a 15-minute window you select, anytime 8am-midnight. Once you have checked out, you will receive an e-mail from Quiver to book your collection and return time slot.

Alternativley, London clients can also collect and drop back to our Holland Park studio for free.


Outisde of London, our delivery fee is £14, which includes delivery and return. Your Look(s) will be delivered by Royal Mail on day 1 of your rental. To return, simply stick the pre-paid DPD label to the parcel and drop off at your local DPD drop-off point on the final day of your rental.


We recommend you to book your delivery slot the day before you are planning to wear your look.

How much is delivery?

Eco-courier (London) Delivery & Return is £7.99

Standard Delivery & Return for outside London is £14


Studio Collection & Return (91 Nottingwood House W11 4JH, open 9-5.30pm Monday - Friday) FREE

When will my rental arrive?

We are women of our word. Your rental will arrive for the date you select when booking your item. Guaranteed.

If we break our promise, no matter the reason (flash flood, alien invasion, snow storm), you’ll get a refund - and an apology.

PS: We recommend you to book your delivery slot the day before you are planning to wear your look, as deliveries can be made morning or afternoon, and we believe getting dressed up should be stress free. 

What if my item doesn’t arrive on time?

Unlike other rental platforms in the UK, we centrally manage ALL our items so you can rely on us to get your item delivered to you on time. If in the unlikely case it arrives late, we offer the following options:


1. If the item is available, we could push your rental end date back in order to still fulfil your full rental period

2. We could refund you for the day(s) missed

3. If you are able to send the item back within 24 hours, we can offer up to a full refund if there are no signs the item has been worn


Get in touch with rentals@loanthelook.com.

PS: We recommend you to book your delivery slot the day before you are planning to wear your look, as deliveries can be made morning or afternoon, and we believe getting dressed up should be stress free.

What happens if I’m not in to accept delivery?

It’s your responsibility to make sure you’re in to accept your rental.

What if I want to cancel my rental?

Cancellations made 21 days or more before your rental start date will receive a full refund

Cancellations made 21 days or less before your rental start date will receive a 50% refund

Cancellations made 48 hours or less before your rental start date will not receive any refund

Is there a late fee if I don’t return my order in time?

Yes, £20 per day. Please send garments back to us on time; someone else might have booked that piece for a special occasion and we need time to clean it.

How do I return my rental?

For courier returns, follow the link on the e-mail sent by Quiver after placing your order from Loan the Look. This should lead you to the page to book in your collection.

For postal deliveries, just pop your rental back into the original packaging, attach the prepaid DPD postage label, and drop it off at your local DPD drop-off point. Easy as pie and certified hangover brain safe.

For studio returns, return within our opening hours (NB we don't open until 10:30am on Mondays and Tuesdays)

Can I rent outside the UK?

We’re only loaning in the UK right now.

We hope to go international one day but at the moment we’re managing all our stock with local dry cleaning and postal services.

Do I need to dry-clean my item before returning?

No - We’ll sort out all post-party dress care with our sustainable partners Oxwash.

So please, even if someone promises you the best idea is to pour white wine on your red wine stain – PLEASE leave it to the professionals.

Take a breath and remember that our insurance covers all minor wear and tear.

RENTING

How long can I rent an item for?

Minimal rental period 4 days 

Maximum rental 10 days

If you would like to rent for longer, e-mail us at rentals@loantheloook.com

What if I damage the item I am renting?

1. Minor damage is covered by us, and you will not be charged. This includes very minor stains and markings we can pay to have removed, minor damage to the hem, lost buttons, small rips or snags which are mendable to the point of being unnoticeable, missing beads, stuck zips.

2. If the dress is so badly damaged to the point where we need to reduce the price of the rental, e.g., badly ripped, or badly stained, we can charge up to £50 to cover the cost of fixing the garment, and to compensate for the price reduction

3. If the dress is completely trashed beyond repair, lost/stolen/never returned, we reserve the right to charge up to the RRP of the garment

What if the item I am renting is lost?

If you lose one of our garments, get in touch to let us know. rentals@loanthelook.com

Unfortunately our insurance doesn’t cover loss, so we reserve the right to charge you up to the RRP of the garment.

Whose wardrobe am I renting from?

From us! Because our stock is all centrally managed by us, we can actually promise that the look you rent will arrive on time, clean and like new. So you don’t have to deal with any Depop drama.

What condition will the item arrive in?

NB on each product page, we state the condition the dress is in - 'Brand New', 'Like New' or 'Lightly Loved'. If you hover over these, a description will appear.

As we centrally manage ALL our items, you can rely on us to get your item delivered to you in great condition every time. You might have had bad experiences with renting from a stranger’s wardrobe, but we’re a different kind of rental service and quality of service is our first principle.

Is insurance included in the rental price?

Yes, insurance for minor damage is included in the rental price. As is post-party sustainable dry cleaning.

Is dry-cleaning included in the rental price?

Answer...Yes! Dry-cleaning by our amazing sustainable partners at Oxwash is included in your rental price. Please leave it to the professionals - even if the dress is really stained. They are stain removal wizards, and we promise that your home cooked recipes will only make it worse.

Your best bet for the stain being covered by insurance is leaving it to us. 

Is renting actually sustainable?

Yes! Renting is much more sustainable than buying, especially with occasion wear. Increasing the amount of times a dress is worn, reducing waste and overconsumption.

When we set up Loan the Look, we were on a mission to preserve the best benefits of renting without the dirty secrets. You’ve probably heard the rumour that renting is not the green solution we’ve all imagined? It’s true that renting often entails high carbon transport for deliveries and polluting laundry practices, but not when you rent from us. 

We use a non-polluting, low impact dry-cleaning service (Oxwash) and compostable packaging.

What if the item doesn’t fit?

Oh no! Get in touch with customer service rentals@loanthelook.com and we'll see what we can do to help!

If you are able to return the item within 12 hours, and there is no sign of it being worn, we are able to offer a 50% refund of the rental price (not including shipping costs).

Please note, we offer studio appointments to try on all our items before renting to avoid this situation. We also offer extra size information for every product in the Size & Fit drop down.

We are happy to offer measurements or sizing advice via e-mail or WhatsApp 07395326097.

Can I buy it?

Biigg Paris Hilton Energy, but unfortunately not - we really do believe that beautiful dresses should get out and about as much as possible. While our dresses are in nearly-new condition, they are available to rent, not to buy.

We will add the option to buy in the near future!

Can I try it on?

If you’d like to try on any of our garments before you rent them, we’re more than happy to arrange that. Book a slot at our studio in West London to try on the dress of your dreams and a few others besides.

We can’t guarantee that every piece you want to try will be in the studio when you visit (they may have been taken out for the night) but we pride ourselves on giving great dress advice, and we’ll find you something that fits like a glove and makes you feel invincible.

Do you do gift cards?

Be your best friend’s fairy godmother and give them the gift of the perfect party dress. Choose the amount, add a message, and we’ll email them with their unique gift card to spend on whichever dress they choose.

(Particularly suited to that friend who struggles with impulse control and has an infinite appetite for new bits but no space in her closet. Making you a kind of Marie Kondo meets Stanley Tucci. Ideal.)

Can I change the date of my rental?

If you need to change the date of your rental, we can do this if 21 days or more in advance of your original start date. This will incur a £10 admin fee.


We are unable to change the date of your rental if the request is made less than 21 days in advance of your original start date.


Please make sure you double check you have the right date before checking out!

Can I change my studio appointment?

We can change the date and time of your studio appointment if the request is made more than 10 days before your appointment.


If the request is made less than 10 days before your appointment, you will have to book another appointment.

Can I get a refund for cancelling my studio appointment?

We will refund your studio appointment if you request to cancel within 12 hours of making your booking.


If you request to cancel your studio appointment more than 12 hours after booking, you will not receive a refund.

Can I swap my item(s) for something else?

If you would like to exchange your rental item for something else, we are able to do this if requested 21 days or more in advance of your original start date.

 

We are unable to exchange your rental item for something else if the request is made less than 21 days in advance of your original start date.

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