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.

Simply fill out our Listing form and we do the rest!

1. Complete the product information to include the designer name, size and a short description of fit. If there are any minor imperfections please ensure you note these on the form. Please photograph these so we can review them.
2. Upload photos of the product onto the form. Please click here to see the specific guidelines that you must follow in order to give us adequate images.
3. Let us know what price you want for hire of your product. You can check our website to see what similar products hire out for and we will review to ensure the price you are requesting is reasonable.
4. Please note that your rental fee should include dry cleaning. You may want to double check with your dry cleaner what fee they charge and build that into your pricing.
5. You will also need to set your delivery costs. You should check out with your courier firm/post office what the delivery cost will be and build that into your price also. All items need to be shipped using a next day, tracked and signed for service.

You can upload any brand/designer that we already list and others but they must fall into the criteria below:

• RRP of the item is above £250
• Proof of purchase must be provided for any accessories above the retail value of £500
• The Product must be in good condition and no more than 2 years old
• Irreplaceable items can be listed but please note that if there is damage beyond repair, you may have to accept monetary compensation as opposed to the product being replaced.

Products by fast fashion, online or high street brands cannot be listed. Also, items from High Street Department stores cannot be listed.

The key to renting out items is the quality of the images. Bad quality images will not be uploaded to our website.
We like to upload a ghost mannequin image and also a photo taken in a real-life setting.

Dos

• Take a photo of yourself or a friend wearing the product. Don’t include other people in the image as it leads to ambiguity over what the listing relates to
• Take front, back and side angles if there is detailing along the side
• Take close up photos of any detail
• Take photos of any branding/authentication
• For the ghost image, take a photo with arms slightly out from the body to get a good outline of the dress – both front and back.

Don’ts

• Don’t use online images taken from other websites that you don’t have a right to use
• Don’t take a photo of a product on the floor or hanger
• Don’t have creases on garments
• Don’t use images with text

Ensure photos are clear and are of the exact item being listed.

All images are reviewed by Willow before posting and we have the right to edit images.
Images that don’t follow the guidelines above cannot be used.

You can indicate what price you want to rent your product for and we will give feedback as to whether it is appropriate. A basic guideline is that a 4 day rental is 25% of the retail price.

You may want to facilitate longer rentals eg if the renter is going on holiday and the price will be set accordingly.

Remember that high rental fees will make your product less desirable to the renter and you should look at other listings and keep yours in line with those.

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 within 24 hours of sending it and when you receive it back. 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.

Before you send the rental:
Take pictures the day you send the rental.

When you receive the rental back:
Take pictures the day you receive your item. If you notice accidental damage, be sure to notify us of this within 48 hours of the rental arriving back with you.

Repeated rental of a delicate product is at your own risk. Renters will not be liable for general wear and tear such as loose threading.

You, the lender must ensure the product is cleaned before and after rental. Willow is only responsible for the dry cleaning of ‘Willow Owned’ products.

If your product doesn’t fit a renter when it arrives, they must (within 24 hours of delivery) contact us to let us know and send it back to you with security tag in place within 24 hours. Proof of postage with tracking number must also be provided to you by the renter.

A Renter can look at the size guidelines on the designer’s website and you should give accurate size guidance on your listing to help a Renter determine if the Product will fit.

To ensure that a Renter does not wear a product but claim it was unworn, you should attach a security tag on a prominent place on the product. If the security tag is removed you may assume that the product was used and the Renter is not entitled to a rental credit. Security tags can be purchased from the Willow website by clicking here.

You will get reimbursed for the postage/courier fee if the item doesn’t fit the renter.

Payments to lenders take place on a monthly basis at the end of each month after the rental end date (to ensure that any extra payments required can be accounted for eg payments for repair).

You will receive the renter’s address in the order confirmation email.

Make sure you send it out to arrive with them on the rental start date. We suggest posting it 48-72 hours in advance of this in case there is an issue along the way. You must use a private courier firm or 1st class, tracked and signed for post that guarantees next day delivery.

You should use suitable packaging that is waterproof. We recommend using our packaging, a link to purchase this can be found here.
Please remember to photograph your rental no more than 24 hours before sending it out.

A tracking number should be provided to the Renter once the product is in the post/with the courier firm. If this is not done, we will not be able to assist in any disputes relating to the rental and Willow/Renter may assume that the Product has not been sent. Once tracking is provided, the Renter is responsible for being available at the address they provided to accept the delivery.

If a Product doesn’t arrive on time or if proof of postage is not provided to the Renter within 24 hours of the Rental Start Date, the Renter is entitled to a refund of Total Fee and you have to pay the Commission to Willow.

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 agreeing to 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 the ‘Rental Start’ date begins on a Sunday and your chosen postal provider does not provide service on a Saturday or Sunday, you must ensure the rental arrives with the renter on a Friday. 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. This is why tracking is important.

The Renter should send your item back to you via a private courier firm or 1st class, tracked and signed for post that guarantees next day delivery. They should also send it in suitable packaging that is waterproof. You should also receive a tracking number from the renter so you can track the item.

Be sure your address is correct in your account details section as this will be the address that the renter will return your item to.

Please ensure you are at the address in order to accept the item. On receipt of the item, you should inspect it and if there are any issues, please raise this with us as soon as possible and within 48 hours of receiving the item back. Any dispute that comes to our attention after 48 hours will not be considered.

If the rental does not arrive back with you the day after the ‘return by’ date, please contact us in the first instance and we will contact the renter on your behalf in order to determine the status of the rental and to request tracking information.

If the rental arrives back late with you, you have the right to request the daily rental rate to be deducted from the security deposit we hold from the renter in line with the number of days the product was late to arrive back with you.

If the rental has not been returned to you 14 days after the rental end date, you have the right to commence legal action for theft.

Please note that we are not responsible for loss/theft of an item rented from you or for the loss of other rentals already booked for subsequent dates.

You should make us aware of any damage to a rental within 48 hours of it arriving back with you via our online contact form. Please send us photos of the damage.

If the damage is minor and you are able to get it repaired yourself with a local seamstress/cleaner, please ensure you keep receipts and send these to us so we can deduct the cost from the security deposit. Please ensure this is done within 7 days of the rental end date.

We can request that a renter pays for any damage costing over the £40 security deposit by providing them a payment link.

If damage is irreparable, we will raise this with the renter and request full payment of the RRV value of the rental. If payment is not forthcoming, you will have the right to commence legal action.

Please note that we are not responsible for costs to repair any damage done to a product nor the legal costs if you wish to commence legal action to obtain the RRV value of the product.

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