Accidents happen! Let us guide you with some helpful tips.
It is important to note that on a rental platform, clothing that is worn will have natural signs of wear. Start here with our guide to see where the damage may fit! Please note, the Pickle team will not review a damage case until normal cleaning has been completed.
Signs of Wear:
Deodorant Marks
Slight staining at the bottom of a long dress
Perfume
Small, washable stains
Stretching
Dirty soles/small scuffs
Slight loss of beading
Minimal pilling in fabric
Creasing/wrinkles
Signs of Damage:
Large rips
Stains that are not removed
Removal of embellishments
Removal of ties/clasps/straps
Broken heels
Item is deformed
Item is lost or stolen
Bodily fluids such as blood (these will be considered biohazards & immediately deemed irreparable if returned in this condition)
My item came back damaged
If your item is returned damaged, you must contact Pickle Support within 48 hours of the scheduled return date and time to be eligible for protection. Reports submitted after this window cannot be reviewed or processed.
We suggest reaching out to the Renter as soon as possible with damage concerns to start the reconciliation process.
If your item was returned damaged, the Renter is liable for the cost of repairs, which may cover fees from a tailor, seamstress, cleaner, or cobbler.
Damage compensation requires a note from a tailor or cleaner quoting the cost to repair, along with photographic evidence of the damage. You must submit this professional assessment within 7 calendar days of your initial damage report. If documentation is not received within this window, the case will be closed and will no longer be eligible for coverage.
If your item is damaged beyond repair:
Submit to Pickle Support: photographic evidence of the damage and a note from a tailor, cleaner, or cobbler confirming the item cannot be repaired. This must be submitted within 7 calendar days of your initial damage report or the case will be closed.
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.
Pickle will first attempt to replace the item with one of equal or better condition and the same size. Only if a replacement is not available will Pickle issue a Replacement Value Payout.
Replacement Value Payouts are based on the item's current resale value, determined using verified third-party resale market data.
Since the Renter is liable for the replacement cost, they fairly get to keep the damaged item once replacement value is paid. We strongly encourage you not to list items of sentimental value as available for rent.
Initial Steps Upon Receiving a Damaged Item
Inspect the Item: Carefully examine the returned item for any visible damage or stains.
Document the Damage: Take clear photos of the damage, ensuring the details are visible. If possible, include timestamped pre-rental photos for comparison.
Communicate with the Renter: Discuss the damage with the renter to confirm their awareness and gather any additional context.
Special Cases
No Pre-Rental Photos: If you lack pre-rental photos, continue searching for any available images with timestamps. If none are found, rely on the professional’s assessment to document the damage and proceed with the repair or replacement process.
Bundled Items: Ensure all rented items are individually listed in the app. Items not declared in the rental description are not covered under Pickle Protection. For multiple items, renters should submit separate offers to ensure proper tracking and coverage.
Replacement Value Payout — Documentation Requirements
Your payout eligibility depends on the item's value:
Under $500: No documentation required to receive the full Replacement Value Payout.
$500–$2,000: Payout is capped at $250 without documentation. To receive the full payout, provide one of: store receipt or order confirmation, bank or credit card statement, brand gifting email or PR receipt, authentication report from Entrupy or RealAuthentication, or photos of original item tags.
Over $2,000: Payout is capped at $500 without documentation. To receive the full payout, provide one of: store receipt or order confirmation, or an authentication report from Entrupy or RealAuthentication.
Damage best practices
Always keep receipts and proof of purchase for items you list on Pickle.
Photograph and inspect the condition of your item right before it is sent out and right after it is returned to prevent any discrepancies. We recommend using Pickle's condition reporting tool for this.
Be transparent about damage costs with the Renter as soon as you receive quotes.
An item that just needs to be cleaned is not considered damaged — cleaning costs should be incorporated into your rental price. If cleaning costs go beyond general dry-cleaning (for example, a large red wine stain requiring specialist treatment), contact the Renter to discuss.
Attempt normal cleaning before seeking professional assessment. If the damage involves stains, try cleaning the item according to its care instructions (e.g., dry cleaning). If the stain persists, proceed to professional evaluation.