We are proud to be partnered with Loanhood to power our rental experience.

Is renting safe and secure?

Yes, we manage all of our payments through our payment provider Stripe.

Can I return a rented item if it doesn't fit?

If a product does not fit, you are entitled to a Rental fee and Dry Cleaning fee refund (less Delivery fees) as stated by Loanhood’s Fit Guarantee. To claim the Fit Guarantee, please email us as soon as the item arrives and return the item within forty-eight (48) hours of the Rental Commencement Date, providing us with proof of postage. 

What is the cost of renting, and are there any hidden fees?

The cost of renting an item is clearly marked on each product page. Once you start the process of renting your chosen item you have additional costs to consider such as 

• Damage cover 

• Delivery costs 

• Dry cleaning 

• Return delivery costs (we do not cover return / provide return labels)

How far in advance can I make a rental?

You can request a rental up to 3 months in advance. We need at least 72hrs notice to process a rental request. Requests made with less than this may not be approved. Please email us if you require a rental urgently.

How long is the rental period, and can I extend it if needed?

The rental period is one week from the rental start date. If you would like to extend your rental you will need to head back to the website and book the following week through the Rent Now Button. Unfortunately we are unable to accommodate shorter rental periods.

What happens if I accidentally damage the rented item?

If you opt in to include Damage Cover which is £2 per rental, you will be protected against repairable damage as outlined in Loanhood’s T&Cs. This coverage includes situations such as torn seams, damaged zippers, and treatable stains (excluding cigarette burns). The evaluation of damage will be at our discretion and covers damage up to the value of £50 only. 

If you do not choose Damage Cover or it exceeds the £50, you will be responsible for covering the entire cost of any damages that occurs plus an Admin Fee. 

Can I track my rental order once shipped?

Yes absolutely. For deliveries we use Royal Mail - Next Day Delivery. We will email you the tracking number separately once sent (unless you are picking up the item from our studio in Hackney - in this instance we will email you to arrange a suitable pick up time).

The return address will be provided to you alongside your rental item.

Can I purchase a rented item if I decide I want to keep it?

Unfortunately our items are not for sale and can only be rented. So sorry!

What is the process for returning a rented item?

Items must be returned no later than the rental end date. For example, if the rental period is 1st October to 7th October, the brand must receive the returned rental no later than the 7th October (the end date)

Returns by post:

All items must be returned using a trackable service and covered to the retail value of the item. We are not responsible for lost items during transit. Please ensure your item is packed securely to avoid damage during transit. We are not responsible for damaged items during transit. 

Once you have confirmed it’s return we kindly ask you to email us the tracking number.

Returns in person:

You are more than welcome to drop your rental back in person to our studio in Hackney. Please email us to arrange a suitable time to drop off.

What if I return my rental late? 

For each day that surpasses the agreed Rental Return Date, a late fee of £25 per day will be applied by our rental provider LOANHOOD until the item is returned. If the item is not returned within 10 days, it will be considered as lost or stolen. In this case, an additional replacement fee of £150 will be charged, on top of any accrued late fees, or up to the cost difference towards the retail value of the item, whichever is higher.

Please email clare@retoldvintage.com if you believe the item will be returned late. 

What if you want to cancel the rental? 

There might be instances where you need to cancel an order before it's shipped.  If so, please communicate with us directly by emailing clare@retoldvintage.com

Depending on the time of cancellation, a refund may or may not be issued. See Cancellation Policy & Refunds

Cancellation Policy & Refunds

• If you decide to cancel a Rental Request at least four (4) days prior to the Rental Start Date you can cancel free of charge. For example, if a Rental Start Date is the 20th day of the month, a cancellation request must be submitted to us on or before the 16th day of the month.

• If you decide to cancel a Rental Request within four (4) days of the Rental Start Date, you will incur a “Cancellation Charge” which is 30% of the rental fee

• If you decide to cancel the Rental Request within forty-eight (48) hours of the Rental Start Date, you will not be entitled a refund.

• However, where the Booking Date and the Rental Start Date are within the same forty-eight (48) hour period, you will be entitled to cancel the Rental Request free of charge within the two (2) hour period immediately following the time of the Rental Request being submitted unless the order has already been dispatched.

• Retold reserves the right to cancel any rental request prior to the rental start date and upon doing so a full refund will be issued.

To cancel an order, the Customer must give written notice to clare@retoldvintage.com. 

Is the "Rent Now" option available for all products on partner websites?

You can only rent items that have a Rent Now button assigned, but if you want to rent other items on our website just let us know. Rental requests can be made by emailing clare@retoldvintage.com

How do I contact customer support if I have issues with my rental?

Please email clare@retoldvintage.com and support@loanhood.com with any issues you are facing.