You Are Protected When:
Your item is returned damaged beyond normal wear
If your item is returned with damage beyond normal wear, the Renter is responsible for repair costs or replacement if the item cannot be repaired.
To start a damage claim, you must:
Document the damage in the condition report
Contact Pickle Support within 48 hours of return
Provide photos and, if needed, a note from a tailor or cleaner quoting the cost to repair the damage or confirming the item cannot be repaired
For high-value items, Pickle may require attempting repair through our trusted specialists before deeming the item irreparable; if an owner declines this, we cannot provide protection.
Have receipt/ proof of purchase of the item if the retail price is over $1000
This is to ensure the process is fair to renters from price inflation in the case they are liable for the cost of an item they irreparably damaged
See more in: Damage (Lender)
Your item is lost or not returned
If a Renter does not return your item, Pickle will help you replace it with an item of similar value and condition.
In the case that no such replacement is available, we will process a reimbursement at your original purchase price
To receive a replacement/ reimbursement, you must provide proof of purchase or receipt if the retail price of the item is over $1000
If the item was marked as delivered / returned by a courier / carrier but you never received it, we will need CCTV footage from your building and/or contact with building management to proceed with the claim process.
See more in: Items Returned Late/ Not Returned
Situations That Do Not Qualify for Protection:
Sending out an item that is not ready to wear
Protection does not apply when an item is sent out dirty, altered without disclosure, or not as described. In these cases, the renter is eligible for a refund and must return the item to you. To avoid this, always make sure the item is clean, ready-to-wear, and be sure to document the condition of the item using Condition Reporting.
If you send an item out that is not ready to wear, you may be liable for the delivery & return costs.
Normal wear and tear
Some light signs of use are expected in rentals and do not fall under damage coverage. These do not qualify for repair costs or replacement. Examples include:
Deodorant marks
Wrinkles or creasing
Small washable stains
Slight pilling
Minor scuffs
These are considered a normal part of the rental process.
See more in: Damage (Lender)
Damage reported after the 48 hour window
To ensure fairness and clear responsibility, all damage concerns must be reported within 48 hours of the item being returned.
If more time has passed, we are not able to review or process the claim. This is in order to protect integrity on both sides of the marketplace.
How do I reach Pickle Support to get help?
Please open the Pickle app, click on the Offers tab and start a new “Pickle Support” inquiry