LOANER faqs

Why is there a service fee?

The service fee goes towards running our app and website, payment processing fees and the tech team, allowing us to continue to develop features to create the best platform for you; paying our staff and intern (because we don’t believe in unpaid internships); growing our network of sustainable fashion lovers and the rest of the boring stuff like solicitors, cyber security, integrations etc. 

What if I cancel the order within the 48 hour period of the rental commencing?

You can remove or a listing or cancel at any time up to 48 hours before the start of the rental period. If you cancel an agreement to rent an item to a Borrower less than 48 hours before the start of the rental period, we may charge you a cancellation fee equal to 50% of the total Rental Fee.

Do you offer Insurance?

LOANHOOD is an official partner of SUPERHOG, the #1 short-let risk management company. By choosing SUPERHOG a lender is able to put protection in place when they lend an item via the LOANHOOD platform in the case of damage or theft of the borrowed item by the Borrower, exclusions and terms apply.  The Loaner will need to be a member of SUPERHOG and get their Borrowers to register and verify themselves with SUPERHOG for the protection to be put in place at a cost of £1 per rental.

How long does the Loaner have to accept/decline a rental once the Borrower has requested it?

The Loaner has 24 hours to confirm or decline a rental request.

What does Loan A Look mean?

Loan A Look means you can rent the whole outfit! Our Loaners have amazing style and they can show how items, from fast fashion to high-end, can work together. Renting in a bundle means it reduces the number of times items are delivered, reducing their carbon footprint. It also means you waste less time figuring out how to style pieces and what to wear them with. Win win!

How do I prove the condition of my item?

Make sure you upload images of the item and describe it honestly and in detail. It is best to be transparent from the start.

I can’t see a category that fits my item, what do I do?

We are constantly updating our system and keeping our eyes out for new cool items to list. If you feel we are missing a category or subcategory please feel free to email support@loanhood.com This platform is for you!

How do I process a refund?

Please contact support@loanhood.com to process refunds.

Can I link my social media accounts to my profile?

Not right not but if this is something you would like then please do let us know at info@loanhood.com

What if there is a dispute?

Please contact support@loanhood.com and we will assist you.

In the event that a Borrower and a Loaner are unable to resolve a dispute between them directly, they can ask us to mediate the dispute. If we do mediate a dispute, we may charge a fee of up to 25% of any amounts that we, the Loaner and the Borrower determine are payable by the Borrower to compensate the Loaner for any loss or damage to the item.

Why have you declined my listing?

If we find anything unexpected or not meeting the standards of our Loaner criteria then the LOANHOOD team has the right of refusal over any uploaded content. Reasons may include: Listings with profanities in the description or title; Any slandering of other users or threatening messaging; Direct contact information for the Loaner; Inappropriate content – Keep it clean, no drugs, knives or nudity; Content that may be detected as spam; Links to other sites where the item can be purchased or loaned.

Why has my item not gone live yet?

Every item uploaded to the platform is checked by the LOANHOOD team and can take up to 48 hours to approve.

What if the item(s) is returned late?

An item returned up to 24 hours late will be charged 50% of the weekly rental price. An item returned more than 24 hours late will be charged for an additional week. The Loaner has the right to waive this but you are under no obligation to do so.

Who organises the return of item(s)?

The Borrower is responsible for returning the item to you. We will send the Borrower an email before the rental period is over to remind them to send the item back in time.

If your chosen return method takes longer than 24 hours you will need to send it back before day 7 of your rental period. The aim of the game is to get it back to the Loaner on day 8. We’ll send you a friendly reminder towards the end of your rental period.

How do I factor in the delivery cost?

When you upload an item you will have the option to select your delivery preferences 'In Person Pick Up / Drop Off' or 'Courier / Royal Mail'. Unlike a retail platform where there is a flat rate for delivery bear in mind delivery costs will vary depending on size and weight. Head to the website of your chosen delivery method for some guidance on pricing.

What type of items can I list?

Currently we are accepting clothing, accessories and footwear of all brands, including vintage.

What do I do if my item is returned damaged?

If your item is returned to you damaged please take a picture straight away so that it is time stamped on your phone and contact your Borrower to try and resolve the problem. You may be asked to provide photos of your item taken before it was shipped to support your claim that any damage was caused by the Borrower (and was not present at the start of the rental period). If an item is damaged beyond repair and needs to be replaced the Borrower will be charged the RRP of the item unless you can source the item and replace it within 7 days.  Alternatively, if you have signed up to SuperHog you can claim via your lenders guarantee, contacting them directly at www.superhog.com

What happens if my item doesn’t arrive or is lost in the post?

We always recommend getting proof of postage. If more than 7 days have passed since the agreed return date of an item, it is classed as a ‘non-return’ and the Borrower will be charged the RRP of the item. However, sometimes life happens, flights are missed, babies come early and natural disasters occur so we encourage you to resolve this issue between Loaner and Borrower. LOANHOOD cannot take responsibility nor reimburse for lost items as this is a third party service we have no control over.

Alternatively, if you have signed up to SuperHog you can claim via your Deposit Guarantee, contacting them directly at www.superhog.com

What if my item is damaged or heavily stained but I still want to loan it out?

We do not accept clothes with damage or heavily stained but encourage you to repair your items and breathe new life into them. Check out our buddies The Seam or find a local seamstress/tailor for repairs. If the damage is not noticeable please make sure to let your Borrower know in the item description and be as transparent as possible. Trust us, this will stop any awkward moments and keep your feedback positive.

When will the item be returned to me?

The Borrower has your item(s) until the very last day of the rental period. If they have rented an item for one week, it’s theirs to wear from day 1 to day 7. It needs to be back in your hands on day 8 ready for you to wash and wear again. The aim of the game is to get it back to you on day 8.

When do I send my item(s)?

The item must arrive with the Borrower on the first day of the rental. For example, if they have selected dates September 1-7, you will need to either organise to meet on Monday 1st or will have mailed the item to arrive on Monday 1st September. We recommend recorded delivery to ensure the item is tracked and signed for or at the very least proof of postage which is free.

How long can I rent my item out for?

From 7 days at a time.

How do I work out the delivery cost?

Unlike a retail platform where there is a flat rate for delivery bear in mind delivery costs will vary depending on size and weight. Head to the website of your chosen delivery method for some guidance on pricing.

How do I work out the weekly rental price?

We suggest 20% of the Original Retail Price which will automatically calculate into the Rental Price Per Week.

If you feel one of the items is a cult piece in high demand you can hover around the 20% mark. If there's a pre-loved item that you are sick of seeing sat in your wardrobe and want to make it work for you then head down to the 10% mark. You can edit our Price Per Week but remember this is rental, you are not selling so keep it close to our suggestion and watch the rental requests stream in.

For bags and accessories we recommend around 5-10% as there is unlikely to be any cleaning involved.

What is the Loaners Fee?

Joining, creating an account and listing an item on LOANHOOD is free. However, a fee for each loan will be added to each transaction. This will means you get 85% of the rental price.


What is a Loaner?

The Loaner is the person who OWNS the item(s) and rents to the Borrower for a limited amount of time. Remember, you’re not a-Loan (sorry, terrible pun)

What is the cancellation period?

Either party can cancel a rental. If cancelled more than 48 hours prior to the rental is due to commence you will not be charged. A cancellation made within 48 hours of the rental commencement date will not be reimbursed. Cancelling last minute means a Borrower could get stuck without an outfit for a special occasion, on the flip side it makes it difficult for the Loaner to book an item out with other Borrowers

What if my rental period starts/finishes on a Sunday or Bank Holiday?

If the item is delivered in person this won’t be an issue. If you are using a delivery service or Royal Mail please check that they deliver on these days. If your item is going to arrive late please contact your Loaner/Borrower immediately to find a resolution. Please see late fee charges.

Is there a late fee?

Please make your Loaner aware if your item will be returned late (if you missed the post, the roads are closed or the central line is down again) and try to rectify the situation. 

An item returned up to 24 hours late will be charged 50% of the weekly rental price. An item returned more than 24 hours late will be charged double the weekly rental fee. The Loaner has the right to waive this but they are under no obligation to do so. To implement late charges please email support@loanhood.com


Who pays for delivery?

We recommend meeting in person to save on delivery costs and emissions. Otherwise the Loaner bares the cost of delivery the Borrower of return.

Who is responsible for cleaning the clothes?

The Loaner (the person who owns the clothes) is responsible for the cleaning of the clothes once the Borrower (person renting the clothes) has returned the item(s). For Loaners, this means if you are going to dry clean the item on return make sure you add this as an additional cost when listing your item. All items sent out should be clean, pressed and ready to wear.

What is ID Verification?

We are committed to making sure LOANHOOD is the safe way to share wardrobes within our community. Our verification process is there to safeguard you and other users. Once you upload or rent an item you will be taken through the Stripe verification process which requires government certified identification such as drivers license or passport.

What happens to the clothing after rental?

At LOANHOOD we aim to prolong the life of garments and save every item from landfill. Extending their life even by nine extra months can reduce carbon, water and waste footprints by around 4-10% each. This is great news but what do we do with the items post rental. Bring your items down to one of our swaps, find your local textile recycling bank or head to Love Your Clothes for more advice. Don't bin it… recycle or repurpose!

Do you sell gift cards?

Not yet but if this is something you would like please feel free to email us and we’ll do our best to implement asap support@loanhood.com

How do I delete my account?

You can email support@loanhood.com with a request to delete your account.

How do I reset my password?

Forgot your password? We have all been there. Simply click ‘Reset my password’ and type in your email address. If we have your email address in our database we will be able to send an OTP Verification code to your email address allowing you to reset your password via the app. If you have any difficulties you can always email us at support@loanhood.com

What payment cards do you accept?

We accept Visa, Mastercard and American Express.

How do I let my friends know about LOANHOOD?

You can share the LOANHOOD app by heading to the main menu in your profile and clicking Invite a Friend or share a link directly from the app store.

Why do I have to add an image of myself on my profile?

Borrowers want to know who they are loaning from. It creates a sense of trust within our LOANHOOD community.

How do I sign up?

Head to the App Store or Google Play and download the app. You can also access through our website www.loanhood.com

Is there an age limit to use this site?

To create a transactional account with us there is a minimum age requirement of 18. If the birth date entered is under the age of 18, our payment processor Stripe will display an error message and will not allow you to complete the signup process until the age is updated to meet the requirement.

If you are under 18 you can sign up to LoanHood to browse the app but to enter into a transaction whether that be uploading items as a Loaner or renting items as a Borrower you will need a parent or guardian to create an. As the account holder, your parent or guardian is responsible for all liability of damage and/or late return.

Where is LOANHOOD available?

Right now we are UK based.

What type of items do you accept?

We accept all clothing, shoes and accessories from pre-loved to still with the tags on.

BORROWER faqs

Why does Stripe ask me for a business website?

Stripe are pretty flexible about how this field is fulfilled as long as the “site” provided has a description of the product or service provided. For instance, we can review a business's social media profile instead of a website (e.g., a well filled out LinkedIn or Instagram business page that includes a description of the products or services you provide and your contact information).

Do I need to wash my rental before returning?

You do NOT need to wash your item, that will be done by the Loaner. They may have specified that you can clean the item during the rental period if you so wish but it is not a requirement.

Why is there a service fee?

The service fee goes towards running our app and website, payment processing fees (Stripe charges 1.4% + 20p per transaction) and the tech team, allowing us to continue to develop features to create the best platform for you; paying our staff and intern (because we don’t believe in unpaid internships); growing our network of sustainable fashion lovers and the rest of the boring stuff like solicitors, cyber security, integrations etc. 

What if I cancel the order within the 48 hour period of the rental commencing?

You can cancel your agreement to lend an item at any time up to 48 hours before the start of the relevant rental period. If you cancel less than 48 hours before the start of the rental period, you will still be charged the full rental fee. In the event you make a rental request within 48 hours of the rental commencement date there is a no refund policy.

What if I cancel the order within the 48 hour period of the rental commencing?

You can remove or a listing or cancel at any time up to 48 hours before the start of the rental period. If you cancel an agreement to rent an item to a Borrower less than 48 hours before the start of the rental period, we may charge you a cancellation fee equal to 50% of the total Rental Fee.

Do you offer Insurance?

LOANHOOD is an official partner of SUPERHOG, the #1 short-let risk management company. By choosing SUPERHOG a lender is able to put protection in place when they lend an item via the LOANHOOD platform in the case of damage or theft of the borrowed item by the Borrower, exclusions and terms apply. The Loaner will need to be a member of SUPERHOG and get their Borrowers to register and verify themselves with SUPERHOG for the protection to be put in place at a cost of £1 per rental.

What is your refund policy for fit?

Unfortunately, we don’t offer refunds for bad fit so please make sure you read the description carefully. If it doesn't fit as you had imagined, is there a way to style it out? How did other Borrowers style this item? Check out our instagram for inspo and style tips.

What do I do if the item is misrepresented?

Please make sure you have properly read the description and seen all the images provided by the Loaner. When renting a garment remember it’s preloved so while you should expect items to be clean and ready to wear they will not be boxfresh unless stated as never worn. This is how you get to wear items at a fraction of the cost of buying new. If you are not happy with the item(s) when it arrives please contact the Loaner immediately with an image of the damage/problem.

What happens if part of the look is missing?

Please make sure you have properly read the description and seen all the images provided by the Loaner. If part of the look is missing please contact your Loaner to resolve this situation as they may be able to get the missing item to you on the same day. If you cannot resolve the issue then please contact support@loanhood.com.

How long does the Loaner have to accept/decline a rental once the Borrower has requested it?

The Loaner has 24 hours to confirm or decline a rental request.

What does Loan A Look mean?

Loan A Look means you can rent the whole outfit! Our Loaners have amazing style and they can show how items, from fast fashion to high-end, can work together. Renting in a bundle means it reduces the number of times items are delivered, reducing their carbon footprint. It also means you waste less time figuring out how to style pieces and what to wear them with. Win win!‍

How do I prove the condition of my item?

Make sure you upload images of the item and describe it honestly and in detail. It is best to be transparent from the start.

I can’t see a category that fits my item, what do I do?

We are constantly updating our system and keeping our eyes out for new cool items to list. If you feel we are missing a category or subcategory please feel free to email support@loanhood.com This platform is for you!

How do I process a refund?

Please contact support@loanhood.com to process refunds.

Can I link my social media accounts to my profile?

Not right not but if this is something you would like then please do let us know at info@loanhood.com

What if there is a dispute?

Please contact support@loanhood.com and we will assist you. In the event that a Borrower and a Loaner are unable to resolve a dispute between them directly, they can ask us to mediate the dispute. If we do mediate a dispute, we may charge a fee of up to 25% of any amounts that we, the Loaner and the Borrower determine are payable by the Borrower to compensate the Loaner for any loss or damage to the item.

What happens if I am asked to pay directly?

Any payments made outside of the LoanHood platform will be viewed as fee avoidance and is counter to the LoanHood user agreement. Any insurance or user protection will be void and your account may be terminated. We highly recommend all enquiries and arrangements are made via the LoanHood platform so that in the unlikely event of a dispute we can help facilitate a resolution. You can report any issues directly to support@loanhood.com.

Why have you declined my listing?

If we find anything unexpected or not meeting the standards of our Loaner criteria then the LOANHOOD team has the right of refusal over any uploaded content. Reasons may include: Listings with profanities in the description or title; Any slandering of other users or threatening messaging; Direct contact information for the Loaner; Inappropriate content – Keep it clean, no drugs, knives or nudity; Content that may be detected as spam; Links to other sites where the item can be purchased or loaned.

Why has my item not gone live yet?

Every item uploaded to the platform is checked by the LoanHood team and can take up to 48 hours to approve.

What if the item(s) is returned late?

An item returned up to 24 hours late will be charged 50% of the weekly rental price. An item returned more than 24 hours late will be charged for an additional week. The Loaner has the right to waive this but you are under no obligation to do so.

Who organises the return of item(s)?

The Borrower is responsible for returning the item to you. We will send the Borrower an email before the rental period is over to remind them to send the item back in time. If your chosen return method takes longer than 24 hours you will need to send it back before day 7 of your rental period. The aim of the game is to get it back to the Loaner on day 8. We’ll send you a friendly reminder towards the end of your rental period.‍

How do I factor in the delivery cost?

When you upload an item you will have the option to select your delivery preferences 'In Person Pick Up / Drop Off' or 'Courier / Royal Mail'. Unlike a retail platform where there is a flat rate for delivery bear in mind delivery costs will vary depending on size and weight. Head to the website of your chosen delivery method for some guidance on pricing.

What type of items can I list?

Currently we are accepting clothing, accessories and footwear of all brands, including vintage.

What do I do if my item is returned damaged?

If your item is returned to you damaged in any way please take a picture straight away so that it is time stamped on your phone and contact your Borrower to try and resolve the problem. You may be asked to provide photos of your item taken before it was shipped to support your claim that any damage was caused by the Borrower (and was not present at the start of the hire period). If an item is damaged beyond repair and needs to be replaced the Borrower will be charged the RRP of the item unless you can source the item and replace it within 7 days. Alternatively, if you have signed up to SuperHog you can claim via your lenders guarantee, contacting them directly at www.superhog.com.

What happens if my item doesn’t arrive or is lost in the post?

We always recommend getting proof of postage. If more than 7 days have passed since the agreed return date of an item, it is classed as a ‘non-return’ and the Borrower will be charged the RRP of the item. However, sometimes life happens, flights are missed, babies come early and natural disasters occur so we encourage you to resolve this issue between Loaner and Borrower . If it does escalate we will try and help solve the issue, providing there is proof of postage. LoanHood cannot take responsibility nor reimburse for lost items as this is a third party service we have no control over. Alternatively, if you have signed up to SuperHog you can claim via your lenders guarantee, contacting them directly at www.superhog.com

What if my item is damaged or heavily stained but I still want to loan it out?

We do not accept clothes with damage or heavily stained but encourage you to repair your items and breathe new life into them. Check out our buddies The Seam or find a local seamstress/tailor for repairs or see our cleaning guide for help with stains. If the damage is not noticeable please make sure to let your Borrower know in the item description and be as transparent as possible. Trust us, this will stop any awkward moments and keep your feedback positive.

When will the item be returned to me?

The Borrower has your item(s) until the very last day of the rental period. If they have rented an item for one week, it’s theirs to wear from day 1 to day 7. It needs to be back in your hands on day 8 ready for you to wash and wear again. The aim of the game is to get it back to you on day 8.

When do I send my item(s)?

The item must arrive with the Borrower on the first day of the rental. For example, if they have selected dates September 1-7, you will need to either organise to meet on Monday 1st or will have mailed the item to arrive on Monday 1st September. We recommend recorded delivery to ensure the item is tracked and signed for or at the very least proof of postage which is free.

How do I work out the delivery cost?

Unlike a retail platform where there is a flat rate for delivery bear in mind delivery costs will vary depending on size and weight. Head to the website of your chosen delivery method for some guidance on pricing.

How do I work out the weekly rental price?

This is decided by you when you upload your item and enter the Recommended Retail Price (RRP) or combined price if uploading a Look. We suggest renting your individual items for 20% of the retail price but this can also depend on a number of variables such as brand, condition, style, demand for the item and even personal value needs to be considered. For bags and accessories we recommend around 5-10% as there is unlikely to be any cleaning involved.

What is the Loaners Fee?

Joining, creating an account and listing an item on LoanHood is free. However, a fee for each loan will be added to each transaction. This will means you get 85% of the rental price.

What is a Loaner?

The Loaner is the person who OWNS the item(s) and rents to the Borrower for a limited amount of time. Remember, you’re not a-Loan (sorry, terrible pun)

What if I am asked to communicate off the LOANHOOD platform?

Once the booking has been made and transactions approved, you may well wish to exchange phone numbers to help facilitate delivery or returns, and it’s cool we get that. That said, we highly recommend all enquiries and arrangements are made via the LoanHood platform so that in the unlikely event of a dispute we can help facilitate a resolution. Any payments made outside of the LoanHood platform will be viewed as fee avoidance and is counter to the LoanHood user agreement. Any insurance or user protection will be void and your account may be terminated. You can report any issues directly to support@loanhood.com.

Can I come and try on the clothes?

We host a number of events throughout the year so that Loaners and Borrowers can meet and have try-on sessions.

What is the cancellation period?

Either party can cancel a rental. If cancelled more than 48 hours prior to the rental is due to commence you will not be charged. A cancellation made within 48 hours of the rental commencement date will not be reimbursed. Cancelling last minute means a Borrower could get stuck without an outfit for a special occasion, on the flip side it makes it difficult for the Loaner to book an item out with other Borrowers.

What happens if I miss the deadline to mail the item?

Please make your Loaner/Borrower aware and hopefully you can resolve the issue between you. For any disputes please contact support@loanhood.com - also please see Late Fees.

What if my rental period starts/finishes on a Sunday or Bank Holiday?

If the item is delivered in person this won’t be an issue. If you are using a delivery service or Royal Mail please check that they deliver on these days. If your item is going to arrive late please contact your Loaner immediately to find a resolution. Please see late fee charges here.

When do I send the item(s) back?

You have your item(s) until the very last day of your rental period. If you have rented an item for one week, it’s yours to wear from day 1 to day 7. It needs to be back in the Loaners hands on day 8 ready for them to wash and wear again. If your chosen return method takes longer than 24 hours you will need to send it back before day 7 of your rental period. The aim of the game is to get it back to the Loaner on day 8. We’ll send you a friendly reminder towards the end of your rental period.

When will I receive my refund?

This will depend on your bank but you should receive the payment back to your bank account in 5-10 business days. If you have any issues please send us an email at support@loanhood.com

Can I make changes to my order once I click confirm?

Once you click Send Request the item is then pending in your profile under Borrower View. You can edit the rental dates up to 48 hours before the rental commences.

Can I wash items during the rental period?

This will be specified by the Loaner on the listing. If you are still unsure then you can message the Loaner via the chat.

What sizes do you offer?

The LoanHood library is created and curated by you the LoanHood community. Sizes and styles available reflect this, if you can’t find what you’re looking for help us spread the word and help us grow.

Why can’t I find my size?

We are an inclusive website but we do not hold any stock. If you can't find your size but covet one of your friends wardrobes who is a similar size invite them to the site and spread the word. The more users, the more variety.

Is there a late fee?

Please make your Loaner aware if your item will be returned late (if you missed the post, the roads are closed or the central line is down again) and try to rectify the situation. An item returned up to 24 hours late will be charged 50% of the weekly rental price. An item returned more than 24 hours late will be charged for an additional week. The Loaner has the right to waive this but they are under no obligation to do so.

What do I do if I damage the Loaners item?

We understand that accidents happen, including staining and minor damage of items from time to time. If this occurs during your hire, you must contact the lender immediately to arrange a resolution. You may be charged for any specialist dry-cleaning or repairs necessary. If an item is damaged beyond repair and needs to be replaced by you, the Borrower will be charged the RRP of the item unless you can source the item and replace it within 7 days. Alternatively, if the Loaner has a deposit guarantee they may be able to claim via www.superhog.com

When will my card be charged for my rental?

As per our payment provider Stripes policy, the payment is initiated once the item is booked i.e. requested from the Loaner and payment information has been added and submitted. It will then be pending in Stripe until 48 hours before the rental when the transaction will be processed and no refunds are permitted.

What if the items doesn’t fit?

Unfortunately, we don’t offer refunds for bad fit so please make sure you read the description carefully and feel free to message the Loaner any queries you may have ahead of requesting the item. If it doesn't fit as you had imagined, is there a way to style it out? How did other Borrowers style this item? Check out our instagram for inspo and style tips. Other tips for a great fit; ask the Loaner how the item fits them, cross reference with the size guide provided by the brand, check the reviews posted by other Borrowers.

What is the Borrower fee?

The Borrower will be charged a flat fee of £1 per item and £3 per Look.

What is a Borrower?

The Borrower rents the item(s) from Loaner - the person who owns the item(s) for a limited amount of time. As a Borrower you are renting someone else’s clothes, so please treat them as your own and return ready to wash and wear again.

Who pays for delivery?

We recommend meeting in person to save on delivery costs and emissions. Otherwise the Loaner bares the cost of delivery the Borrower of return.

Do you ship internationally?

Right now we are UK based only.

What if the item arrives damaged or not as listed?

Please make sure you have properly read the description and seen all the images provided by the Loaner. When renting a garment remember it’s preloved so while you should expect items to be clean and ready to wear they will not be boxfresh unless stated as never worn. This is how you get to wear items at a fraction of the cost of buying new. If you are not happy with the item(s) when it arrives please contact the Loaner immediately with an image of the damage/problem. If you cannot resolve the issue then please Report an Issue on the app or email directly to support@loanhood.com. Alternatively, if you have signed up to SuperHog you can make a claim via your lenders guarantee, contacting them directly at www.superhog.com

Who is responsible for cleaning the clothes?

The Loaner (the person who owns the clothes) is responsible for the cleaning of the clothes once the Borrower (person renting the clothes) has returned the item(s). For Loaners, this means if you are going to dry clean the item on return make sure you add this as an additional cost when listing your item. We have a number of eco friendly cleaning partners that you can find on our site in our User Guides. All items sent out should be clean, pressed and ready to wear.

What is ID Verification?

We are committed to making sure LoanHood is the safe way to share wardrobes within our community. Our verification process is there to safeguard you and other users. Once you upload or rent an item you will be taken through the Stripe verification process which requires government certified identification such as drivers license or passport.

What happens to the clothing after rental?

At LoanHood we aim to prolong the life of garments and save every item from landfill. Extending their life even by nine extra months can reduce carbon, water and waste footprints by around 4-10% each. This is great news but what do we do with the items once they are past their best and unrentable. Find your local textile recycling bank or head to Love Your Clothes for more advice. Don't bin it… recycle or repurpose!

Do you sell gift cards?

Not yet but if this is something you would like please feel free to email us and we’ll do our best to implement asap support@loanhood.com

How do I delete my account?

You can email support@loanhood.com with a request to delete your account.

How do I reset my password?

Forgot your password? We have all been there. Simply click ‘Reset my password’ and type in your email address. Should we have your email address in our database we will be able to send an OTP Verification code to your email address allowing you to reset your password via the app. If you have any difficulties you can always email us at support@loanhood.com

What payment cards do you accept?

We accept Visa, Mastercard and American Express.

There is an issue with my payment, what do I do?

If you receive a payment issue message, this generally means that there are insufficient funds in the account that you have linked to LoanHood. If this is not the case, make sure that all details entered are correct before reprocessing the order.

How do I let my friends know about LOANHOOD?

You can share the LOANHOOD app by heading to the main menu in your profile and clicking Invite a Friend or share a link directly from the app store.‍

Why do I have to add an image of myself on my profile?

Borrowers want to know who they are loaning from. It creates a sense of trust within our LOANHOOD community.

How do I sign up?

Head to the App Store or Google Play and download the app. You can also access through our website www.loanhood.com

Is there an age limit to use this site?

To create a transactional account with us there is a minimum age requirement of 18. If the birth date entered is under the age of 18, our payment processor Stripe will display an error message and will not allow you to complete the signup process until the age is updated to meet the requirement.If you are under 18 you can sign up to LoanHood to browse the app but to enter into a transaction whether that be uploading items as a Loaner or renting items as a Borrower you will need a parent or guardian to create an. As the account holder, your parent or guardian is responsible for all liability of damage and/or late return.‍‍

Can I keep or purchase the items I rent?

Not right now as we want to encourage sharing rather than buying but we would love to hear your feedback if that is a service you want. We are a young start-up that can implement changes based on consumer demand. You ask, we listen!

Where is LOANHOOD available?

Right now we are UK based.

What type of items do you accept?

We accept all clothing, shoes and accessories from pre-loved to still with the tags on.