LOANER faqs

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.

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!

What if there is a dispute?

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

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.

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 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 immediately to find a resolution. Please see late fee charges here.

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.

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. 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.

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?

If you are under 16 and do not have your own bank account you will need a parent or guardian to rent items on your behalf. 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

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.

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!

What if there is a dispute?

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

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.

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. However, if you’re looking for something for a special occasion like a wedding why not DM the Loaner and see if they’re happy for you to come and try their item.

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 will 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.

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 the order is confirmed and is paid to the Loaner once the item is received at the borrower side.

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?

A fee for each loan is included in the price shown. This will be 15% of the rental price, which will go towards the upkeep of the LoanHood platform and to ensure things are running smoothly and efficiently for you.

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?

If you are under 16 and do not have your own bank account you will need a parent or guardian to rent items on your behalf. 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.