FAQS
LENDER FAQS
1. What happens if my pieces come back damaged or gets stolen?
All signs of damage need to be reported within 48 hours of return.
Please note that we will not review any damage claims until cleaning has been completed.
We require all lenders to document the condition of their rental through a time stamp app prior to shipping out the rental.
NORMAL SIGNS OF WEAR — include, but are not limited to washable stains, minor stretching, deodorant marks, slight staining at the bottom of a long dress, slight loss of beading, minimal piling of fabric, perfume, and wrinkles of clothes.
Please note that normal signs of wear is not considered damage.
MINOR DAMAGES — include, but are not limited to stains that can be removed by dry cleaning, rips that can be professionally fixed, broken zippers that can be professionally fixed, snags, and deformities.
The Borrower is responsible for covering the price to repair the item for the inconvenience that this has caused.
DAMAGES BEYOND REPAIR OR LOSSES — include, but are not limited to unremovable stains, removal or alterations of the rental, large rips, broken zippers, and deformities.
The Borrower is responsible for covering 100% of the receipt price of the item for the inconvenience that this has caused.
Borrowers are required to return 100% of all items borrowed including, but not exclusive to dust bags, attachments on items, charms, hangers, and more. Items not returned or lost will result in a replacement cost to be determined by the Lender and LE ORA.
Please email us at hithere@joinleora.com or text 213.290.5570 with the below information for damages or lost items -
Damaged Item
1. Order #
2. Name of the item
3. Detailed photos of the damage
Lost Item
1. Order #
2. Name of the item
2. Who is responsible for cleaning the pieces?
Lenders are responsible for dry cleaning fees and dry cleaning. Borrowers should not wash or dry clean items unless there has been prior approval by LE ORA or the Lender.
3. How much do you charge Lenders?
Self-Serve Option (📍US Only) - LE ORA charges a 15% flat fee each time an item is rented.
- You are responsible for packing, shipping, and dry cleaning the items yourself.
- The price listed on site includes shipping, returns, LE ORA's 21% platform service fee, and dry cleaning fee.
Managed Option (📍Los Angeles Only) - LE ORA charges a 40% flat fee each time an item is rented.
- We will take care of everything from packing, shipping, and dry cleaning the items.
- The price listed on site includes shipping, returns, LE ORA's 21% platform service fee, and dry cleaning fee.
4. How do rental items get priced?
Items are priced by our experts depending on demand and can range anywhere between 8%-30% of the retail price.
5. How will I know when someone has borrowed from me?
You will receive a text notification from us and have 48 hours to approve or deny requests.
6. How do I get paid?
You will receive payment through Venmo on the 1st week of the month after the rental has been completed.
7. How do I become a Lender?
Create an account here, and click on "List new item" to start submitting items for rental.
We're only available in the US at the moment, however, our team is working diligently towards expansion in other cities. If you would like to see our rental service in your city, please fill out this form. Note that we're prioritizing launch in cities that have the most demand!
8. What if I want to cancel a rental?
You can cancel an already accepted rental request by sending an email to hithere@joinleora.com. However, remember that this is your small business and last minute cancellations will lead to Borrowers being dissatisfied with your service.
8. What happens if the Borrower receives the rental late?
Please note that rentals are extremely time sensitive as they are likely being borrowed for an occasion. In the event that Borrowers receive their rental late, the Lender will not receive the agreed upon payout.
BORROWER FAQS
1. When will my rental order arrive?
Lenders have 48 hours to accept or deny your request, and you will be .
All orders will be delivered on or before the first day of your rental by 11PM. No additional charge is required if your item arrives before the first day of your rental.
You'll receive a tracking # via email once your order has shipped.
2. Do I need to clean the pieces before returning?
No, Lenders are responsible for dry cleaning fees and dry cleaning. Borrowers should not wash or dry clean items unless there has been prior approval by LE ORA or the Lender.
3. How long can I rent for?
You will be able to borrow for 4, 8, 16, or 30 days at the moment. PS - check out our resale section for pre-loved items!
4. What happens if I return my rental late?
Each rental item may be subject to a $10 late fee per day that's past due for up to 7 days. Any item not returned after 7 days from the return date may be considered a non-return, and you will be subject to the retail price of the item listed on our website.
5. What happens if what I rented doesn't fit?
If it doesn't fit, email us and send the order back within 24 hours and we'll provide you with a refund minus insured shipping. All inquires past the 24 hours refund window, will not receive a refund as there's often others within our community hoping to borrow the same item.
All listings should have accurate sizing presented by the Lender. If you're unsure, please email us at hithere@joinleora.com and measure yourself against the brand's online sizing chart.
In the event that something you borrowed has been misrepresented, please contact us with your concern within 12 hours and we will facilitate a refund.
6. What if I need to change my address?
Please email us at hithere@joinleora.com your order # and the updated address ASAP, and we'll ship out your rental to the new addresses provided if it hasn't shipped yet.
7. I accidentally damaged or lost the rental item. What now?
NORMAL SIGNS OF WEAR — include, but are not limited to washable stains, minor stretching, deodorant marks, slight staining at the bottom of a long dress, slight loss of beading, minimal piling of fabric, perfume, and wrinkles of clothes.
Please note that normal signs of wear is not considered damage.
MINOR DAMAGES — include, but are not limited to stains that can be removed by dry cleaning, rips that can be professionally fixed, broken zippers that can be professionally fixed, snags, and deformities.
The Borrower is responsible for covering price to repair the item for the inconvenience that this has caused.
DAMAGES BEYOND REPAIR OR LOSSES — include, but are not limited to unremovable stains, removal or alterations of the rental, large rips, broken zippers, and deformities.
The Borrower is responsible for covering 100% of the receipt price of the item for the inconvenience that this has caused.
Borrowers are required to return 100% of all items borrowed including, but not exclusive to dust bags, attachments on items, charms, hangers, and more. Items not returned or lost will result in a replacement cost to be determined by the Lender and LE ORA.
Please email us at hithere@joinleora.com or text 213.290.5570 with the below information for damages or lost items -
Damaged Item
1. Order #
2. Name of the item
3. Detailed photos of the damage
Lost Item
1. Order #
8. Can I alter the items borrowed in any way?
No, it's crucial that you return the items borrowed in its original condition back to the Lender. Please do not hem the dress, cut the stitched on brand tags off, etc.
9. What if I need to cancel an order?
You can cancel an order 14 days before your rental start date by emailing hithere@joinleora.com or texting 213.290.5570 for a full refund.
Cancellations made before 14 days before your rental start date is non-refundable. For example, if your rental start date is on 1/1, you will have until 1/14 to cancel for a full refund.
You are eligible for a full refund if your rental has not yet been accepted by the Lender.
10. How can I become a Lender?
Create an account here, and click on "List new item" to start submitting items for rental.
11. Which cities or countries do you ship to?
We only ship within the US at the moment.
If you'd like to see LE ORA in your country, please fill out this form. Note that we're prioritizing launch in countries outside of the US that have the most demand!