1. What Counts as “Not As Described”
Condition issues:
Dirty or not ready to wear
Strong odors such as smoke, mildew, or heavy perfume
Stains or marks that were not disclosed
Excessive wear beyond what was shown in the listing
Damage:
Rips, tears, broken straps, or loose hems
Missing embellishments
Broken zippers or closures
Structural deformities
Incorrect or misleading listing:
The wrong item entirely
Wrong size from what was listed
Alterations that were not disclosed
Material, color, or fit substantially different from what was represented
Counterfeit or misrepresented designer items
If you are unsure whether your issue qualifies, report it anyway — Support will review and guide you.
2. What You MUST Do Within 12 Hours
You can report the issue yourself in the app within 12 hours of delivery. Go to your order page, find the What's Next section and tap Report an Issue. If you send the item back within 12 hours, your refund is automatic. You do not pay for the return when an item is not as described. If something isn't working when you try to report the issue, you can talk to a support agent.
3. After You Report the Issue
Once you've reported the issue and sent the item back within 12 hours, your refund is automatic.
The Owner will not receive a payout for rentals that qualify for a refund.
4. What Happens if the Issue Is Confirmed
Rentals: You will receive a full refund to your original payment method once the item has been sent back, including delivery fees paid in both directions. You'll see the refund reflected in the next few days. Refunds to credit or account balances are processed immediately, while card refunds may take 5–10 business days to appear, depending on your card provider.
Purchases: If the item was misrepresented, a full refund will be issued and you will return the item to the Owner. Fit issues do not qualify for purchase refunds unless the Seller's policy allows it.
See: Fit Refunds
5. Situations That Do Not Qualify
The following typically do not qualify as "not as described":
Minor wrinkles from transit
Small signs of normal wear that match the listing description
Color differences caused by lighting or screen calibration
Arriving later in the day but still within the rental window
Subjective fit preferences — unless the size is inaccurate compared to the tag or listed measurements
If you are unsure, submit your report and let Support review it.
6. If the Item Arrives Late
If the item arrives too late to use, but the condition is correct, you may still be eligible for a refund. For Shipping orders, report it in the app the same way within 12 hours of delivery. You do not pay for the return. For late Courier or Hand-Off orders, the in-app option doesn't currently cover this, so talk to a support agent.
Learn more: Refunds (Renter / Buyer)
7. If your issue is unclear or urgent:
If your event is time-sensitive and you need to talk to a support agent, make this clear. Include:
Clear, well-lit photos
A brief description of the issue
Your event date and time
We will prioritize your case accordingly and guide you through the next steps.