WE ANSWER YOUR QUESTIONS
FAQs
The minimum rental period is 7 days, with the first day being when you receive your order and the 7th day being the day the return shipment is made. We ask our customers to reserve their order two days before the date they need it (the day of an event, the start of a trip, etc.) so that in case of transport delays, we can ensure that you receive your bag on time.
You will be able to see the total shipping cost at checkout. Shipping also includes the return of the product to it’s origin.
All shipments must be sent to the address you set in your profile. For shipments to other addresses please contact us here.
You will receive your order on the first day of your rental.
The website allows reservations to be made at least three days in advance, ensuring that your shipment arrives on the start of your rental.
Two days before the return, you will receive an email with the return instructions. Place the bag in the protective dust bag and reuse the box you received it in.
Remember to return your product on the last day of the rental period, any delay on your part will be penalized.
If the end of your rental period falls into a weekend or holiday, the return day will be the first working day following.
You will be able to choose a pick up point through the shipping company.
Any delay in the return will be charged as an extra day.
We are committed to making LOUER a safe platform for renting and lending items and these documents ensure the identity and address of all members to avoid possible fraud and/or scams.
Through the messages section of your account you can communicate with other users and improve the rental experience between members.
All communications between users must be through the LOUER COLLECTIVE website. If something happens during the rental, the LOUER team will only be able to help you if the communication has been through the platform. For the good of everyone and your closet, keep conversations only through the website.
In the event of damage, it is very important that you contact us immediately at soporte@louercollective.com and together we will assess the next steps.
Once you receive your bag, you are solely responsible for it. We ask that you take good care of it, as if it was your own. In the event of theft, the customer is responsible for filing a complaint with the relevant authorities and returning it to us. In the event of no official complaint being received, LOUER COLLECTIVE reserves the right to initiate legal action against the customer.
In the event of irreparable or excessive damage and/or loss/theft, the customer will be responsible for covering the full market value of the item.
Orders cancelled up to 7 days before the rental start date are 100% refundable.
Cancellations up to 48 hours before the rental start date will incur a charge of 30% of the total rental price.
Cancellations 48 hours before the rental start date are non-refundable and the full rental price will be charged.
When placing an order you can choose to purchase damage protection of €15.
Damage protection covers the cost of repairable damage (such as broken zippers, fasteners, minor scratches and removal of small stains) up to a maximum repair cost of €100 per rental to give you peace of mind when renting.
This option does not exempt you from the obligation to pay the deposit when booking.
• Irreparable damage.
• Loss of the item due to carelessness, theft or any other reason.
• Damage exceeding the €100 repair fee.
In the event of irreparable or excessive damage and/or loss/theft, the customer will be responsible for covering the full market value of the item.
This is a security deposit fee added to the rental value. This practice aims to ensure the integrity of transactions, protect the rented goods, and guarantee a worry-free experience for our customers, while maintaining the quality and value of the luxury handbags offered.
This fee is held for the duration of the rental and is released once the item has been returned safely and in the same condition as it was sent to you. LOUER COLLECTIVE reserves the right to charge this amount at any time if damage, loss, or other problem is reported.
The security deposit may not be fully refunded in the event of theft, loss or significant damage to the bag. In fact, these situations may result in substantial costs related to repair, replacement or compensation for the loss, which may affect the amount of the deposit returned.
When an item is labeled as Managed, it means that this is an item from a private lender and the rental is made between the customer and the lender through our platform. In this case, the lender is responsible for the rental process.
Sharing your wardrobe has never been so easy!
To rent your bags on our website you must first register as a lender.
Once you have registered you can start uploading your products in the “MY WARDROBE” section.
To upload a product click on UPLOAD NEW PRODUCT
1- Fill in the product information including the brand, model and measurements.
2- Add the images of your item. Read our image guide here.
To ensure the authenticity of all our products, you will be asked for a document certifying the authenticity of the product (purchase receipt, authenticity card, etc.)
Determine the rental price for periods of 7, 15 and 30 days. If you are not sure what price to set, contact us and we will advise you!
The LOUER COLLECTIVE team will examine the product and once approved we will upload it to the website.
• Handbags from the brands that appear on this List.
• Handbags with a value of €500 or more
• Handbags less than 3 years old (except those considered vintage from 15 years old)
A certificate of authenticity will be required for all items.
If you are interested in renting any other type of fashion item or accessories, write to us here. (dresses, shoes, headdresses/hats…)
• A minimum of two photos with good lighting.
• A photo showing the entire item from the front with a neutral background. We help you remove backgrounds from your photos here.
• Show any damage to the item.
• The better your photos are, the more likely you are to rent!
• We will not accept images that are not of the current condition of the bag.
Once you receive a rental request, you will have to accept it so that the order for collection at your home is then generated. You will receive a notification from the logistics company determining the pick-up day.
Protect your bag appropriately and send it in a box.
If you wish to use our packaging, we will send you a pack with boxes, a dust bag and tissue paper. You will only have to pay for the shipping. If you are interested, get in touch here.
We ask that you take photos of the bag 24 hours before sending it and a maximum of 24 hours after receiving it to avoid any misunderstanding with the client.
If you receive the bag with damage, we will ask you for before and after photos where the date can be seen and this coincides with the start and end of the rental period.
The customer is responsible for paying for the entire value of the item. For all bag rentals, we ask for a deposit and we also offer the option of a damage protection that covers the customer for damages up to €100 in repairs.
We ask that you take photos of the bag 24 hours before sending it and a maximum of 24 hours after receiving it to avoid any misunderstandings with the customer.
If you receive the bag with any damage, we will ask for before and after photos showing the date and that it coincides with the start and end of the rental period.
If your bag suffers repairable damage, we will send it to our trusted workshop to be repaired. All expenses will be covered by us.
When the rental ends, the funds will be added to your Wallet.
To withdraw your funds from the Wallet, you need to link a Paypal account or a bank account. When linking an account, you will be able to choose how you prefer to receive the money: by bank transfer or through Paypal. After selecting your preferred method, you will be able to request the withdrawal of your funds fast and safely.
LOUER COLLECTIVE takes a 25% commission plus VAT of your total rental. This helps us with the marketing of your products to attract customers, website maintenance, etc.
If you are going to be away from home and cannot receive rental requests, you can pause the rental.
From your account, go to My Closet. In the Edit Account section, you can set dates that you will not be available or close a date without specifying the return date so that your items do not appear available.
Cancellations up to 10 days before the rental start date are 100% refundable and will not incur any charge.
Cancellations within 10 days prior to and 72 hours before the rental start date are 100% refundable to the customer and will incur a charge of 50% of the total rental price on the lender.
Cancellations after 72 hours before the rental start date will incur a charge of 100% of the total rental price.
For more information see the cancellation policy here.
