FAQ

We welcome all lenders to set their own daily rates based on the item and condition. If you are unsure of what to charge, you can look at similar listings on the app.

How is pricing set for each item?

Daily - The amount the renter will pay per day. Do consider how much you would be willing to rent it for yourself.

Cleaning - As the lender, you are in charge of cleaning prior to sending the item and also upon return from the renter. You may provide instructions for gentle/light cleaning to the renter if you wish.

Postage Option - You can offer the option of Tracked Postage by charging a flat rate for this. The item should be received on the day the rental period begins at the very latest. The renter is in charge of sending back the item to you and incurring the fee.

Dress Up guidelines for taking the perfect photos:

Do:

• Yourself (or a friend) wearing it as cover photo
• Photo’s from alternate angles
• Close-ups to show any details
• Photo of any branding or authentication

We encourage the cover photo of a listing to be a clear photo of the exact item being worn so our renters have full visibility. A photo of you alone is preferred as it removes any chance of ambiguity. The better your listing looks, the more likely you are to drive rentals!

Don’t:

• Images that you do not have rights to i.e. saved from retail sites or model photos
• Flat lay - on a hanger or other photos that do not show fit properly
• No creased garments
• Unclear photos or photos with the incorrect resolution
• No images with text over the garment

We will review all images before being listed on the app, sending back any listings which may need amending. Dress Up may remove the background for select photos or modify images at our discretion. Any images which do not follow Dress Up guidelines will be declined at approval. If using someone else’s photos, please ensure you have permission to use these. Failure to do so could result in suspension from the application. Listings should feature real photos of the item, specifically on the cover photo of the listing. This is so our renters get an accurate representation of the listing.

Steps to list an item:

• To list an item Hit the ’+’ in the Dress Up app
• Selecting the item type and brand
• Add a description detailing fit, any defects, and any comments on your item
• Use high-quality images to show your pieces and ensure there is a photo of the item being worn.
• Set your pricing, rental periods and any discounts you might offer.
• Send your item in for review where a member of our team will accept your listing within 48h.
• Complete and begin renting!

All items should arrive with the renter as listed by you. If there are any marks on the garment, these should be flagged to the renter immediately. It is the renter’s responsibility to send the item back as received. Normal cleaning responsibility after a rental falls with you after the rental period; however, if any marks, stains or damage is not able to be cleaned via washing instructions you can charge a cleaning fee to the renter. This includes dry cleaning and alterations. This amount is agreed upon by both lender and renter however we advise asking for proof of receipt. If the renter receives the item in a poor condition, they must notify you with photos and return the item within 24 hours to be eligible for a refund. Please contact customersupport@dressupstore.it if you would like any advice or assistance with this.

We always recommend having proof of the condition of your item by taking timestamped pictures before and after any rental. This is good to have in case anything happens during the rental and a dispute arises. Without Proof of condition, Dress Up will not be able to assist in a dispute regarding damage.

What photos should I take?

Make sure the photos include any pre-existing damage (if applicable) and show the item’s general condition.

Before sending your item out:

Take pictures no more than 24h before posting the item.

After the item is returned:

Take pictures on the day of delivery. Make sure to look over your item and notify your renter if the item is damaged.

We know you love your wardrobe! Our priority is the safety and security of all our Users at each step of the rental process.

Rental Requests: You have full control over which rental requests you accept or reject. We always recommend Users communicate using the secure in-app chat to introduce themselves before transacting

Rental Guarantee: Dress Up monitors all rentals to ensure that everyone follows our Terms of Service. If you have concerns at any time you can report a user in the app.

User ID-Verification: Users must be verified before requesting a rental.

All users have the option to arrange collection or send their rental directly to the user. Please remember that all rentals should arrive on the first day of the rental period. If an item arrives later than this, the renter might be eligible for a full refund. Before posting your rental, don’t forget to take photos showing proof of condition.

Postage type:

Which postal or delivery service to use is up to you. We do advise using delivery that is next-day guaranteed, and fully tracked, and always ensure insurance cover is equivalent to the Retail Price of the item. If your rental is sent out without the correct insurance cover, the lender will be liable for the cost of the item.

Tips for safe postage:

• Make sure always to include a return address on all parcels. If the item cannot be delivered, it will be returned to the sender (you). If the postage provider does not have a return address, you might never receive the item back. Please check with your postage provider how to provide a return address with your parcel. If an item is lost during postage, the sender is liable to cover the cost of this. Most postage providers do not compensate in situations where the item was deemed undeliverable.
• Send all items insured. If your item gets lost or damaged during postage, it is the sender’s responsibility to compensate for this.
• Ensure the renter’s address is correct and written clearly. If the address is illegible, the postal provider might return it to the sender, and the renter could be eligible for a refund.
• Package rentals appropriately. Make sure all items are packaged well and protected during postage. This is especially important for more delicate items.

Sundays and Holidays:

When requesting and approving a rental, please ensure you factor in Sundays and any Holiday periods, as postal services will take longer. The same applies if your rental has ended on a Holiday. You will need to communicate with your renter regarding this.

Dress Up is not liable for any postal fees, nor do we cover loss of item costs from any postal service. We can support you with guidance on how to reach out to delivery services. Please reach out to customersupport@dressupstore.it.

How to change the delivery option

Changing the postage option from delivery to collection:

The renter will need to submit a partial refund request where they can list the amount and reason.

Changing the postage option from collection to delivery:

If you need to charge the renter for an extra delivery cost, you can raise an invoice in-app.

Most rental periods start from a minimum of 3 days and can be as long as you and the renter agree. The minimum rental period can be changed by editing your listing. Please note that for short rentals, you will need to send and receive in a short period, so please consider this when accepting rental requests.

Sending the rental Lenders should send the item to arrive on the first day of the rental, and the renter should make your return on the last day of the rental. For example, a rental between the 1st - 7th of June must arrive with the renter on the 1st and be sent back latest, on the 7th of June to arrive the next working day.

If an item arrives later than the first day of rental, the renter might be eligible for a full refund. In this situation, for the renter to be liable for a full refund, the item should be returned unworn within 24h of delivery.

Rental Return Your item should be posted back on the last day of the rental, you will receive it the following day. If an item is returned late, the renter might be liable to pay late fees.

If you haven’t received your rental back at the end of the rental period, the renter will be liable to pay late fees. Our priority is to work with the renter to ensure the safe return of your item. We understand that sometimes life gets in the way but it’s important that our community respects the agreed rental dates. You must contact your renter in-app via the messaging feature. If you don’t hear back within 5 working days, you can open a dispute and we’ll be able to step in and assist with contacting them.

In the case of any damage, loss or theft, Dress Up will help facilitate your reimbursement for the cost of repair. If the item is damaged beyond repair or not returned, the renter will need to reimburse you for the estimated market value of the item or replace the item.

Escalation Process

How To Report a Dispute for Loss, Theft or Damage:

• If you have a rental dispute regarding loss, theft or damage, please first try to resolve this directly with the Renter or Lender. Any damage should be reported to the renter the day the item is returned.
• If after 7 days of communication, you have not come to a resolution, or you have not had a response for 7 days, please reach out to our Customer Support team at customersupport@dressupstore.it.Please include in this email the rental details, and as much information as you can regarding the issue. This can include photos, conversation history, dry cleaning receipts, postage tracking etc.
• Once we have received your report, we aim to respond within 48 hours.
• If we believe this issue requires payment or replacement, we will then give the reported user 48hrs to respond to us or the reporter via the app.
• If no contact has been made, Dress Up will contact users via the given sign-up details, giving a further 48hrs for a response.
• If after this time users have not been able to come to an agreement, or make contact, we will attempt to take payment for any owed fees. If the item has not been returned, we will attempt to take payment for the listed Retail Price.
• Users are to agree to our decision as agreed within our Terms and conditions. We have the right to suspend any users who do not follow our Terms and Conditions.

If Dress Up mediates the dispute you agree to accept Dress Up’s conclusion. Please also refer to our Terms and Conditions for further information:

On almost every occasion, our community is extremely respectful. All users on the app require verification before they can enter into any rental agreement. Our peer-review system ensures a trusted and safe community for all, and for higher-value items, renters require existing reviews to make a request. If you are uncomfortable lending out your item to a renter, you can reject their request. Please note that this does not cover any complimentary rentals, for which the renter (press/media/influencer/VIP) has to reimburse the lender for any loss or damages.

Most rental periods start from a minimum of 3 days and can be as long as you and the lender agree. Please note that for short rentals, you will need to receive and return in a short period, so please consider this when booking rentals. You should receive the item on your first day of rental at the latest and return on your last day of rental. For example, a rental between the 1st - 7th of June must arrive with the renter on the 1st and be sent back latest, on the 7th of June to arrive the next working day. If an item arrives later than the first day of rental, the renter might be eligible for a full refund. Please make sure to return your rental within 24h of delivery to be eligible for this refund. If an item is returned late, the renter might be liable to pay late fees.

If your item doesn’t arrive on the first day of your rental, you should contact your lender immediately. As a renter, you are entitled to a full refund if your item does not arrive on time. However, to receive a full refund in this situation, the renter must return the item within 24h of delivery. A partial refund might be more appropriate if an item is returned later than this. If the item is kept longer than the number of days of the original rental, the lender can charge you late fees. If an item is delivered late and the renter keeps the item for longer than the rental period, they are liable for paying late fees to the lender, and will not be eligible for a refund.

You can request a refund or organise to change your rental dates by contacting the lender. If you have spoken to your lender and have been unable to come to an agreement, please reach out to customersupport@dressupstore.it for support.

It is up to each individual lender to decide if they want to offer refunds due to fit or not. If you are unsure about this, please message the lender before sending a request. Dress Up will not issue refunds due to fit if a lender has made it clear they do not offer this.

All listings should have an accurate size listing given by the lender and we encourage extra description if sizing may come up differently. Due to international sizing standards, if you have any worries regarding size it is always best to reach out to your lender to ask.

Recommended fit policy:

While each lender can decide their fit policy, Dress Up encourages lenders to offer full refunds minus postage and cleaning fee if the renter:

• Sends the item back on the same day to the lender, with Next Day Delivery. (Lender and renter can organize an alternative agreement between themselves)
• Contact the lender that the item has been returned, and it is unworn due to the fit. Provide the lender with the correct tracking details so they know it has been sent.

In the event that a clothing item’s fit or style has been misrepresented, you can raise a ticket for a refund directly on the app. For any queries, please email customersupport@dressupstore.it.

All refunds relating to fit will be issued as credit on the app with no expiry date. Dress Up is not able to transfer credits from refunds to cash.

Payment for your rental is held whilst this is being approved. This is to make sure there are enough funds to fulfill the rental. If the rental is declined or expires after 24 hours your funds will be released back to you the following day. If your rental is accepted, your payment will be made to the lender. If you have an approved refund, this can take up to 8 working days, depending on your bank.

If your rental is canceled, the transaction is sometimes reversed. This means the original authorization drops off your statement entirely within a few days of the cancellation. There is no payment and no refund, it will appear as if the whole transaction never happened. If you have any questions about this, you should reach out to your bank for confirmation.

All items should arrive to you as listed by the Lender. If there are any marks on the garment, these should be flagged to the lender upon arrival. If the item arrives with any marks or flaws not flagged by the lender, please send photos to the lender on the day the item arrives to agree on a refund. If your item has arrived in a poor condition, please notify the lender and return the item within 24 hours of receiving the rental. You can then send a refund request to the renter. If the refund request is not responded to within 72h, please contact customersuppport@dressupstore.it with the rental details and photos, and we will help with a refund accordingly.

We always advise speaking to the renter first to communicate you will be requesting a refund with any relevant photos. Communication is key.

If you have sent a request for a refund you believe you are entitled to, and the lender has not responded to it within 72h, then please email customersupport@dressupstore.it with the reason for refund and we can assist.

All invoices as agreed by users and processed are final. Dress Up will not support in the refund of this payment and users will not be able to retract such agreement.

All users have the option to arrange collection or send their rental directly to the user. Please keep in mind that all rentals should be sent back on the last day of rental to arrive on the next working day.

Before posting your rental, don’t forget to take photos showing proof of condition. Read more about proof of condition in our FAQ “Proof of Condition - Renter”.

Postage type:

Which postal or delivery service to use is up to you, we do advise using the below options: Which postal or delivery service to use is up to you. We do advise using delivery that is next-day guaranteed, and fully tracked, and always ensure insurance cover is equivalent to the Retail Price of the item. If your rental is returned without the correct insurance cover, the renter will be liable for the cost of the item Retail Price.

Tips for safe postage:

• Make sure to always include a return address on all parcels. If the item cannot be delivered due to for example the address being wrong, it will be returned to the sender (you). If the postage provider does not have a return address, you might never receive the item, which will be considered undeliverable. Please check with your postage provider how to provide a return address with your parcel. If an item is lost during postage, you are liable to compensate the lender for this. Most postage providers do not compensate in situations where the item was deemed undeliverable.
• Send all items insured. If your item gets lost or damaged during postage, it is the sender’s responsibility to compensate for this.
• Ensure the renter’s address is correct and written clearly. If the address is illegible, the postal provider might return it to the sender, and the renter could be eligible for a refund.
• Package rentals appropriately. Make sure all items are packaged well and protected during postage. This is especially important for more delicate items.

Sundays and Holidays:

When requesting and approving a rental, please ensure you factor in Sundays and any Holiday periods as postal services will take longer. If your rental ends on a Sunday and your chosen postal provider does not provide service on a Sunday, you must check with your lender before sending it back. Ensure this is Next Day Delivery so it is swiftly returned to your lender.

The same applies if your rental has ended on a Holiday. You will need to communicate with your lender that you will return this the day after the Bank Holiday with the Next Day delivery.

If your lender is not happy about this, you will need to extend your rental request to the following day and return your item then.

Dress Up is not liable for any postal fees nor do we cover loss of item costs from any postal service. We can support you with guidance on how to reach out to delivery services.

How to change the delivery option

Changing the postage option from delivery to collection:

The renter should submit a partial refund request for the delivery via the rental page.

Changing the postage option from collection to delivery:

You will receive an invoice request from the lender for the delivery amount.

Dress Up is not liable for any postal fees nor do we cover loss of item costs from any postal service. We can support you with guidance on how to reach out to delivery services.

Depending on the agreement you have with your lender, you can make your return in two ways:

• In-person return (we always suggest a public setting)
• Postage/Delivered returns.

Postage returns:

All items should be posted back on the last day of rental with next-day delivery. The responsibility of return falls with the renter. We, therefore, recommend sending all items tracked and insured up to the item’s Retail Price. If an item is lost or damaged during postage, it is the renter’s responsibility to compensate the lender for their loss. If an item is insured, the renter can claim this cost back from the postage provider. All tracking details and proof of postage should be sent to the lender as soon as the item is posted. Lenders can specify required postal services and insurance so please follow instructions carefully.

Late Returns:

If a rental is sent back later than the agreed rental dates, or not sent back using an appropriate postage method or incorrect address, Lenders have the right to charge Renters a late fee.

Sundays and Holidays:

When requesting and approving a rental, please ensure you factor in Sundays and any Holiday periods, as postal services will take longer. If your rental ends on a Sunday and your chosen postal provider does not provide service on a Sunday, you must discuss this with your lender before booking and coming to an agreement. The same applies if your rental has ended on a Holiday. You will need to communicate with your lender to see if they are okay with you returning the item on the next working day, or if you need to extend the rental period.

As the item needs to be returned the exact way it was received, you are not able to make any changes. This includes but not limited to the following:

• Pinning
• Addition of accessories
• Dying
• Cutting/Alteration of size

Renter and lender can agree to make any adjustments however this cannot be reversed by Dress Up.

All items should arrive to you as listed by the Lender. Any issues should be flagged to the lender within 24 hrs. It is your responsibility to send the item back as received. Normal cleaning responsibility after a rental falls with the lender however if any marks, stains or damage is not able to be cleaned via washing instructions you are required to pay a cleaning fee to the lender. This includes dry cleaning and alterations. This amount is agreed upon by the lender and renter however we advise asking for proof of receipt.

We always recommend having proof of the condition of your rental. This is good to have in case anything happens during the rental and a dispute arises. Without Proof of condition, Dress Up will not be able to assist in a dispute regarding damage.

What photos should I take?

As a renter, photos should be taken when you receive your rental and before you return it. Make sure to include photos of any pre-existing damage (if applicable) and show the item’s general condition.

When you receive the rental:

Take pictures the day you receive the item. Make sure to notify your lender of any undisclosed damage.

Before you return the rental:

Take pictures the day you return your item. If you accidentally damaged the item during your rental, make sure to notify your lender of this as soon as it happens.

We strongly recommend all users to keep any transactions regarding rental payments within the Dress Up App. This is primarily for user safety and allows us to support where needed. If an agreement is made between users which does not comply with our rental procedures such as but not limited to; Deposit, Dress Up will not support in the refund of this payment and users will not be able to retract such agreement. As per our Terms of Use you agree not to enter into any agreement to lend or rent any item other than through the Dress Up platform with any other user who you initially met through the Dress Up Service. Doing so is “Fee Avoidance” and you may be held liable.

We will never request renters to send a Deposit amount to their lender via Dress Up. If an agreement is made between Lender and Renter, Dress Up is not liable for this cost. Please email customersupport@dressupstore.it for further support.

If the rental has yet to be accepted, you can cancel the rental request at any time and your payment will be released back to you. If the rental has been accepted, you can cancel the rental up to 48 hours before the start of the rental period. This refund will take up to 8 business days, depending on your bank. If you wish to cancel your order less than 48 hours before the rental period begins, you will not be issued a refund. You may in this instance contact the lender to see if you can come to an arrangement. If the item has not been sent out yet, we advise the lender to refund the postage.

Rental Requests:

Whilst you have a pending rental request, the amount will be held via Stripe. If the request times out or is declined, this amount will immediately be released back to you. For any refunds which take longer than 48hrs in this case, please reach out to your bank.

Your card will be charged by Dress Up once the rental request has been approved by the lender. Please note that you have up to 48 hours before the rental period begins to make any changes.

Completed Rentals:

Once you have clicked ’Complete Rental’, this will initiate payment for your rented item. Payment will happen automatically and can take up to 8-10 working days to process as set out on Stripe FAQs.

Invoice Refunds:

Once an invoice has been approved by either lender or renter, this will initiate payment for your invoice. Payment will happen automatically and can take up to 8-10 working days as set out on Stripe FAQs. Invoices include; Late Fee, Damage Fees, Agreed Partial refunds, Agreed Full refunds. Invoices can only be completed whilst the rental is open and cannot be actioned once your rental is completed.

All Dress Up payments are processed via Stripe. These include:

• Rental Payments
• Invoice Payments
• Refund Payments

The current processing time is 8-10 working days from rental completion or invoice agreement. Please see stripe FAQS: https://support.stripe.com

Lender – Dress Up takes 20% from the lender when a rental transaction occurs, this is applicable to all users.

Seller – Dress Up takes 20% from the seller when a purchase transaction occurs, this is applicable to all users.

Dress Up will deduct fees from lenders, and sellers relating to delivery of the item when necessary. If an additional invoice has been raised for a fee outside of the rental agreement, the renter will be charged a 5.5% processing fee.

• If you have a rental dispute regarding loss, theft or damage, please first try to resolve this directly with the Renter or Lender. Any issues should be raised to the renter/lender within 24h.
• If after 7 days of communication, you have not come to a resolution, or you have not had a response for 7 days, please reach out to our Customer Support team at customersupport@dressupstore.it. Please include in this email the rental details, and as much information as you can regarding the issue. This can include photos, conversation history, dry cleaning receipts, postage tracking etc.
• Once we have received your report, we aim to respond within 48 hours.
• If we believe this issue requires payment or replacement, we will then give the reported user 48hrs to respond to us or the reporter via the app.
• If no contact has been made, Dress Up will contact users via the given sign-up details, giving a further 48hrs for a response.
• If after this time users have not been able to come to an agreement, or make contact, we will attempt to take payment for any owed fees. If the item has not been returned, we will attempt to take payment for the listed Retail Price.
• Users are to agree to our decision as agreed within our Terms and Conditions. We have the right to suspend any users who do not follow our Terms and Conditions.

If Dress Up mediates the dispute you agree to accept Dress Up’s conclusion. Please also refer to our Terms and Conditions for further information:

If any users who do not have a rental agreement need to create a Report, please contact customersupport@dressupstore.it with your inquiry.

As much as we would never want anyone to leave our community, we understand that sometimes this is inevitable. Please contact us via support@dressupstore.it if you wish to delete your account stating the email you signed up with. We would love to know what we could have done differently, so please feel free to let us know

Only Verified Lender have the option to sell items, which ensures that the users profile is authentic and trustworthy.

• You can send a request to buy items on the resale feature on Dress Up.
• If you are interested in purchasing an item, you can click the ’buy’ button and a request will be sent to the owner.
• Once they have accepted your purchase request, your purchase will be confirmed.

Please note, that all sales are final, and refunds are not available once the sale has gone through. We therefore advise that you discuss the item with its owner in advance of sending a purchase request and asking about any concerns with the condition of the item and the date on which to expect your delivery. Dress Up will not intervene with in-app purchase transactions at this moment.

To build a community of users, we need to use feedback, trust, and support fellow users. We recommend all users leave an honest review after their experience to help other users. Our peer- review system ensures a trusted and safe community for all. In the unlikely event you have received a review that you believe is unfair, you can open a dispute and our team will investigate.

We highly recommend you update your profile and add a profile picture of yourself. Please ensure your photo is of you or a brand logo.

Age Restrictions:

We require all users to be over the age of 18 years. Any users found to be under this age will be suspended from the app.

Location Restrictions:

Dress Up is only available in Italy. If you are visiting from another country and wish to use the app, we advise you to use a friend or family member’s mobile phone.