WHAT ARE THE PAYMENT OPTIONS?
Payment can be completed either by using points or via fiat currency. All users when trading their fashion items will have the option to choose what method of payment will accept.
DO I HAVE INSURANCE FOR MY FASHION ITEMS?
For renting any fashion item, the renter must add a buy-out price. This price works as insurance in case of damage or theft. So, when posting or trading an item, you have to state a reasonable buy-out price that will be used to refund you in case of loss/theft/damage. You can also use this price to sell your fashion items.
WILL ITEMS NEED TO BE CLEANED UPON ARRIVAL?
All the items that have been passed from the lender to the renter must be clean and in perfect condition. Please express your concerns with the lender if you do not think this is the case and, of course, let the borw team know that. We recommend you to take some pictures, preferably with a good digital camera as proof.
HOW MUCH DOES IT COST TO RENT AN ITEM?
The fashion items’ prices are per unit and may vary depending on the model, designer, or in general, on the lender at any given time. Pricing depends on the lender, and the app has nothing to do with the pricing model. Lenders should add a renting price per unit per day/week/month and a “buy-out” price, either for the selling purpose or for security reasons.
CAN I BUY OR SELL FASHION ITEMS?
The borw app gives to lenders/sellers the option to add the buy-out price of their items and sell them. So, you can sell any fashion item.
WHEN WILL MY CARD BE CHARGED?
Once the approved rental request has been marked as dispatched (either via postage or in-person collection), you will be charged. We provide a clear order process. We suggest you watch the “How Does It Work” video on our website.
HOW DO I CANCEL MY ORDER?
In general, you can always cancel an order by pressing the “cancel” button on the order page. You may return a rented fashion item and receive a refund for any reason, such as the fashion item does not fit you, or you do not like it. You have 24 hours to return the fashion item to the lender in the original state it was sent to you. You must deposit the item for return at your local post office or give it back on hand to the lender either the same day or the day after you receive the fashion item. Unless advised by the lender, should a product be kept longer by the renter than the 24 hours for returns, the borw app reserves the right to charge the full rental fee and reject a refund. Once you have tried on a fashion item and kept it for more than 24 hours, we will not be able to give any customer a refund.
WHEN WILL I RECEIVE A REFUND IF I CANCEL MY ORDER?
You are refunded within 5-10 business days, often the shorter end but this is dependent on your bank. If you cancel your order less than 48 hours before the rental period begins, you will not be issued a refund.
WHAT ARE THE DELIVERY OPTIONS?
At the moment borw app offers two delivery options; in-person collection (as agreed by yourself and the renter) or via postage (as agreed by yourself and the renter). It is highly recommended receipts to be kept as proof.
WHAT IF MY ITEM DOES NOT ARRIVE ON TIME?
Delivery time for the fashion item you have hired may vary based upon product availability, customer delivery address when you place an order, and any other circumstances that could impact delivery. Accordingly, the borw app makes no guarantees as to the actual delivery time. We will send you an email letting you know when your product is shipped. However, if the fashion item is not sent back to the renter on the designated return date, the tender has the right to charge you the full, buy-out price. All the obstacles can be eliminated via good communication between the renter/seller and the lender/buyer.
WHAT IF THE ITEM DOES NOT FIT ME?
We highly recommend users before they list their items to take a look at the international size guide that is provided by the borw app and is located in every user’s settings. It is also highly recommended the communication between the renter and the lender.
CAN I ALTER THE ITEM FOR MY USAGE?
Under no circumstances are customers to attempt to alter any products themselves. If done so, lenders reserve the right to charge the renters for part or full replacement value of the fashion item if any damage is done to the item.
DO I NEED TO CLEAN THE ITEM PRIOR TO RETURN?
It is the duty of the lender to clean the item so as to ensure there are no issues in the care of the item. However, should you get the approval of the lender to clean gently prior to returning, please do so!
WHAT HAPPENS IF THE ITEM IS DAMAGED OR STOLEN?
You, the customer, should not alter or make any additions to the fashion items or, in any other manner, interfere with the fashion items during your hire period. You are responsible for loss or damage to 3rd party fashion items such as theft, fire, severe stains, and any other causes in the hiring period. Please understand that if the fashion item is returned with any kind of these damages, you are to pay the full retail price according to the lender price lists. In this case, the lender has the right to adjust the price.
WHY SHOULD I RATE SOMEONE?
You have the chance to rate other user’s services for security and quality purposes.
HOW MUCH DOES IT COST TO LIST AN ITEM?
Listing items is free.
DO I NEED TO COMPLETE MY PROFILE IN ORDER FOR THE ORDER TO BE PROCEED?
In order for you to rent/ lend/buy or sell any item, all your information must be completed in the settings section.
HOW MANY ITEMS CAN I UPLOAD?
You can upload as many items as you like… The more you do, the higher chances you will be matched with a renter!
WHO IS RESPONSIBLE FOR CLEANING?
All the fashion items are the sole responsibility of yourself, the lender. Therefore, we expect you to take good care of the products, minor spillages and small marks are inevitable. If a product is returned in a damaged or dirty condition that exceeds normal wear and tear, as determined by both the borw team and the lender in its sole discretion, you agree that the lender may charge you for the repair cost of a product if damaged or stained, or he/she can also hold the right to charge you the full cost of replacing such products if ruined beyond repair.
WHAT IF A CUSTOMER DOES NOT RETURN THE RENTED FASHION ITEM?
We strongly suggest you keep the proof of delivery receipt when the fashion item is sent back to the lender because if the lender does not receive a product back from you, and you the customer has no proof of delivery, he/she hold the authority to charge your credit card the full retail price of the fashion item.
WHAT IF THE PAYMENT IS DECLINED?
If a renter does not receive payment from your credit or debit card provider or if your credit/debit card expires or is rejected, you will be contacted by the borώ team or agent immediately. You are solely responsible for any, and all fees charged to your credit/debit card by the issuer and bank but not limited to overdraft or use insufficient funds or go over your credit/debit limit fees. Remember that nobody can rent your fashion items if he/she does not have the full, buy-out price available on his/her bank account.
CAN ANYONE USE THE BORW ORDERING SERVICES?
You need to:
(i) be at least 18 years of age;
(ii) you must be an active member of the app, with all your required details being provided (phone number, postal address, email, name, bank details).
(iii) follow the instructions on the app to choose the items you want to order from a number of fashion items and services.
(iv) follow the instructions on the ‘Order’ section of the App to input your credit/debit card details (please note that we do not currently accept non-UK credit/debit cards or American Express).
(v) Once you place an order or someone rents or buys any of your items, you make sure that he or she has all the required information and the communication channel must be open.
HOW CAN I CHANGE MY PERSONAL DETAILS?
If you need to change any of the details you provided when you registered, please update your details through the App (setting section). In order for you to complete a transaction, all the information on your profile must be complete and up to date.
WHAT IF I LOSE MY POINTS?
You should treat your Points like cash in a wallet. If someone else accesses your Membership through the App, you may lose any points you have earned in the same way as if you lost your wallet. You should immediately report any fraudulent or unauthorized use of your Membership to borw customer service email, at email@example.com.
HOW CAN I ADD THE REQUIRED INFO IN THE SETTINGS?
For security reasons the app does not allow you to complete any trading action before you add the required information. This information includes the postal address, email, bank details (through Stripe), size, and currency preferences. Once you added your email either by connecting straight to the Gmail account or by adding another email, a code will be sent to your email for verification. Please check for this code on the Spam. Even if you have added all the information in the settings, if you do not verify your email, you will not be able to proceed with any fashion trading action. You can add your postal address very easily by pressing the “Get my location” button, or manually under the address section. In the settings section, you can select the currency you want to use, how you will send your fashion items (by hand or by courier), and your size preferences (UK, EU, US, etc.). Finally, you have to connect your bank details with Stripe. Stripe for security reasons requires a lot of information. One of this information is the email verification, which means that stripe will send you another email for the verification of your email. Stripe is a third-party organization and all the information you provide to them, is firstly for the security of your own bank account and secondly, this information has nothing to do with the borw app.