What happens if my item is not returned?

Here's what to do ...

Jo

Last Update год назад

If your dress is not returned after two weeks it is considered theft and the lender will be required to pay the replacement value.


Please follow these steps:


1. ONE DAY AFTER THE RETURN DATE: Remind your customer the item is now overdue by sending a message on the chat and a text them (mobile number is via the phone icon on the booking summary and chat pages). If they don't respond, request late fees via the booking summary. This will send a text to them from us. Late fees can be updated every day. 


2. THREE DAYS AFTER THE RETURN DATE: If you have not heard from them, please send us an email on [email protected] using the booking number as the reference.


3. 14 DAYS AFTER THE RETURN DATE: We consider this theft, please request the replacement value via the booking order. If it is not paid within two days we will charge the card we have on file. If this does not work, we automatically forward to our debt collectors CollectMore who add on a 35% service fee for recovery. 


As this is considered theft there is an option to report it to the Police. We can release all information about the transaction and it is a very simple online process. We've only had to do this once and said person now has a police record. 


Simply it's not worth it. We have the following safeguards in place. We ask for a lot of detail when an account is created including ID verification; we also only support bookings that are paid for via our payment gateway Stripe adding another layer of security and keep card details on file; all messages on the chat are stored on our server for future reference. 


One or two days late is forgivable, most disputes are sorted with clear and honest communication, and anything longer is rude. 


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