Last updated: August, 2023
Is there a penalty fee for late return?
It is important that you return your rental within the rental period due to any back to back reservations. If for any reason you can’t make your scheduled return date please contact us via email on firstname.lastname@example.org or alternatively Whatsapp on +447495794623
Vanessa Ofori reserves the right to charge a £15/day late fee for each day after the last day of your rental.
What if the item does not fit?
If your item does not fit you can receive a refund for 100% of the rental fee, except the dry-cleaning and postage costs. You must request for the Fit Guarantee refund by notifying our team on the rental start date in order to qualify for the refund. Please go to your ‘Rental History’ page and select ‘View Details’ to view the items order summary. You will see the Request Fit Guarantee button on this page.
Once requested , please post the item back to us within the first two days of your rental period – using the return label and packaging provided. Once your item arrives back at Vanessa Ofori, a full refund minus the dry cleaning and delivery charge will be processed.
What if I want to cancel a rental?
To cancel a rental, select ‘View Details’ on your Rental history page and then select ‘Manage My Rental’ to cancel.
Cancellations made within 48 hours of receiving your confirmation email will be refunded in full, unless the start date is less than 48 hours away. Any cancellation made after this 48 hour period will be a 35% charge of the rental fee. Dry cleaning and postage costs will be refunded in full.
What happens if you damage or lose the rental?
You are expected to treat the rented items as if they are your own. We will hold onto your card details when you first make rental purchase, if anything happens we will then withdraw a fee for damages or lose.
What is a security deposit?
Our items require renters to pay a security deposit, this is separate from the rental fee and is refundable. The security deposit is held on your card for the total duration of the rental period and is refunded once the item has been returned safely (please notes: this may take several business days depending on your bank.)
Vanessa Ofori reserves the right to charge this amount and more at any time if damage, loss or other issue is reported.
Do you need to clean your rental before returning it?
No, this will be handled by our dry cleaning and laundry partners. Our dry cleaning fee is included in the rental price.