Frequently Asked Questions 

Products with the ‘Willow Owned’ tag indicate that these items are owned by Willow.

This indicates the location of the lender. Therefore, if a renter is based in a different country, the renter needs to consider that there may be custom charges or taxes due. In brief, items sent between Republic of Ireland and Great Britain may incur customs charges but items sent between Northern Ireland and Great Britain or Northern Ireland and Republic of Ireland do not attract customs charges.

You cannot directly contact other members for privacy reasons. If you have any questions about a product, please contact our team at [email protected] and we can obtain an answer from another member on your behalf.

You can rent an item for 4,7 or 10 days and price is reflected accordingly on the listing.

We ship to Northern Ireland, Republic of Ireland and Great Britain.

You can see this on the live calendar in the product listing.

Great care is taken while packing up items however some fabrics are naturally more prone to creasing than others. If you receive a garment with creases, hang it in a steamy bathroom as this will naturally remove the creases. Please do not iron or steam the item.

If a dress falls below your feet, it is your responsibility to ensure that the dress does not become damaged. Alterations are not allowed and if there is excess staining or damage, this will affect the return of your security deposit.

Alterations are not permitted.

Any products marked with the Willow Owned mark can be tried on at our Newry studio via a pre-booked appointment. Products owned by lenders are not available for try on but you can extend the rental period so a rental will arrive with you further in advance of your event and will give you peace of mind that you will have time to organise a back up if required.

It is probably best to choose from Willow owned products – If you need a product delivered within 2-3 days, look online to see what we have available and contact us at [email protected] to check that we can have the product to you within the timeframe. We will need to ensure it is in a satisfactory condition.

If you are not happy with the condition of your rental, you must let the Lender know within 24 hours of delivery. You should open your rental on the day it was delivered to check it. If you have an issue with it, ensure you take a photograph of it straight away, your phone will automatically time-stamp when you took the photo.

Please email [email protected] immediately and we will inform the lender. If the product cannot be used, you must not remove the security tag and it must be returned the next working day to the Lender to ensure you are eligible for a rental credit. The Lender may agree to you using the product for a discounted rate (Willow’s commission will remain the same as per the original agreement) and you may be happy to do this in the case of minor damage.

It is up to you to ensure that the size you order is your true size. You need to be realistic about your size and you should take your own body measurements to determine this. Sizing can vary between brands/designers, therefore you should check the designer’s size guidelines on their website. The listing will also give some information on how the product fits.

If the product does not fit and cannot be worn, you will be eligible for a rental credit provided you contact Willow within 24 hours of the product being delivered, do not remove the security tags and arrange for the product to be returned on the next working day with proof of postage and tracking number provided.

To cancel a rental please reply to your order confirmation email.

Upon cancellation of your order, we will authorise a rental credit to your account if cancelled 7 days or more before the shipment date. You can put the rental credit towards another product at another time. The shipping fee will form part of the rental credit.
If you cancel an order less than 7 days before the shipping date, you will not receive a rental credit at all.

Note: monetary refunds are not available if you cancel a rental.

If your rental has not arrived by the rental start date, please contact us immediately at [email protected]. You can view the tracking number which Willow/lender will have sent you. If no tracking number has been provided to you and your rental has not arrived by the Rental Start date, you can assume that the product has not been sent and you can request a refund. If a tracking number has been sent but the product hasn’t arrived with you, please let us know and we will ask the lender to track down the product for you or if it is a Willow rental, we will track it for you.

If the rental arrives the day after the rental start date but you have organised another product in the meantime, you will be eligible for a full refund. If you wish to wear the rental, please keep the rental for the original hire period only as extending it by another day may have a knock-on impact on the next hire of that product. If the product arrives late but Willow/the Lender posted it on time and the renter keep the item, they are not eligible for a refund. To get a refund, the item must be returned to Willow/the Lender within 24 hours.

Willow uses DPD as its shipping partner and delivery is next day between Northern Ireland and Republic of Ireland and within 48 hours to Great Britain.

For lenders renting out their products, it is recommended that they also use next day delivery but location will have an impact on delivery times and lenders need to account for this.

What if I am not in to accept delivery? Once you have received a tracking number, it is your duty to accept delivery of the rental on the rental start date. You may request for the rental to be left in a safe place but not all providers do this.

For Willow owned products, you can return your rental in person to our studio. Please bear in mind that opening hours can change so please ensure you arrange this in advance and don’t just arrive at the studio as there may be nobody there to take your rental from you.

For postal returns to Willow or lenders, you are responsible for safely returning your rental. You must ensure that the rental is in the post (fully tracked and insured option to be selected) or collected by a private courier firm by the “Return By” date. You must ensure that the rental is sent back to the lender in good quality, waterproof packaging. You can purchase postage bags by clicking here. You will be liable for the full replacement value of the product in the case of loss or damage so please ensure the parcel is insured. Willow is not liable for any loss or damage during postage. Please ensure you keep proof of postage as this will contain your tracking number and this is to be uploaded to your account so Willow/lender can keep track of it.

No, cleaning is not the responsibility of the renter.

Renters are required to send their rental back to Willow/lenders on the ‘Return By’ date to arrive on the next working day. Before posting your rental, ensure you take photos showing proof of condition. We advise using a delivery service which is next-day guaranteed, fully tracked and has insurance cover equal to the RRP value of the rental. If the rental is returned without the correct insurance, the renter will be liable for the cost of the RRP value of the item.
Tips for safe postage

• Select a delivery method which includes insurance
• Include a return address on the box
• Package the rental carefully and appropriately
• Make sure that the address is written correctly and clearly

Sundays and Bank Holidays
When requesting a rental please ensure you factor in Sundays and Bank Holidays as postal and courier services will take longer. Please also bear in mind the Bank Holidays in your jurisdiction may be different to that of Willow’s/lender’s.

If your ‘Return By’ date ends on a Sunday and your chosen postal provider does not provide service on a Sunday, you must return your rental by guaranteed next day delivery first thing Monday morning. The same applies for a Bank Holiday.

Willow does is not liable for any postal fees nor do we cover costs for loss of a product whilst in the postal process.

We always recommend having proof of condition of your rental in case a dispute arises. Without this we will not be able to assist in a dispute regarding damage to a product.

You should take photos/videos of your rental when you receive it and before you return it. These will be time/date stamped. Make sure you take photos of any pre-existing damage (if there is any) and general condition of the product.

When you receive the rental:
Take pictures the day you receive the rental. Notify the lender of any undisclosed damage immediately.

Before you return the rental:
Take pictures the day you return your item. If you caused accidental damage during your rental, be sure to notify us of this as soon as possible.

Please make us aware of any damage to a rental as soon as you can. Please take photos of the damage.

We will raise this with the lender who will inspect the product on return.

Please do not attempt to remedy damage yourself and leave this to the lender to do as it is their product and you would not want to cause any further damage.
If the damage is minor and the lender can get it repaired by a local seemstress/cleaner, the cost will be deducted from the security deposit. We ask that lenders have this attended to within 7 days of the rental arriving back with them.

You can pay for any damage costing over the £40 security deposit by the payment link we will send you.
If damage is irreparable, the lender will require full payment of the RRV value of the rental. If you do not pay this, the lender will have the right to commence legal action.

Please bear in mind that general wear and tear can be expected when renting out items of clothing.