FAQS
LENDER FAQS
1. What happens if my pieces come back damaged or gets stolen?
DAMAGES — We hold all borrower credit card information on file and if any damages are noticed, we will charge the borrower for the price to mend the damage.
LOSSES OR DAMAGES BEYOND REPAIR — The borrower is responsible for covering the retail price of the item listed on our site.
Rest assured, we’ll ultimately ensure that both parties are happy when it comes to a solution.
Questions? Email us at hithere@joinleora.com
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.
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.
BORROWER FAQS
1. When will my rental order arrive?
Lenders have 48 hours to accept or deny your request.
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 will be subject to a $25 late fee per day that's past due for up to 5 days. Any item not returned after 5 days from the return date will be considered a non-return, and you will be charged 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 on-site LE ORA credit.
All listings should have accurate sizing presented by the lender. If you're unsure, please email us at hithere@joinleora.com.
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?
DAMAGES — We hold all borrower credit card information on file and if any damages are noticed, we will charge the borrower for the price to mend the damage.
LOSSES OR DAMAGES BEYOND REPAIR — The borrower is responsible for covering 100% of the original retail 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 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
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 10 days before your rental start date by emailing hithere@joinleora.com for a full refund.
Cancellations made within 10 days of the rental start date will incur a 30% cancellation charge.
Cancellations made within 5 days of the rental start date are nonrefundable.
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!