Kim Koodwin posted 4 months ago
Rental Requests and Handover: A Guide for Borrowers
This guide covers everything you need to know from finding an outfit through to returning it and getting your deposit back.
Step 1: Messaging Before You Book
Before booking, you can message the lender directly through the platform to ask about fit, fabric, sizing or availability. This is especially useful if you’re between sizes or have specific questions about the outfit.
You can request a video call to see the outfit’s movement or detail in more person – this is at the lender’s discretion so respect their preference if they’d rather not.
Keep all communication on the ViyahVogue platform. This protects your deposit and ensures ViyahVogue can support you if a dispute arises. All evidence of communication needs to be on the platform.
Try-ons can be arranged directly between you and the lender at both parties’ discretion, outside of a formal booking. If you’re unsure about fit, it’s worth asking the lender if they’re open to this before committing to a full booking.
Step 2: Before the Collection
Bring valid photo ID. This is essential – you will not be able to collect the outfit without it. Bring a valid passport, driving licence or national ID card. The name on your ID must match both the name on your booking and the name on the card used to pay.
Make sure the booking name is correct. The lender will have been given the name of the person collecting the outfit in advance and will check it against your ID at handover. If someone else paid for the booking and their name is on the invoice, they will need to come with you to provide their ID.
You must collect the outfit yourself. Do not send someone else to collect on your behalf. Lenders are instructed not to release outfits to third parties and the handover process requires the borrower to be present in person.
Be punctual. Your lender is a community member managing this around their own schedule. If you’re running late, message them through the platform as soon as possible.
Step 3: The Collection Handover
The location. The lender will propose a public, neutral location for the exchange – a local place of worship, public library, town hall or community centre all work well. These often have private areas where you can try the outfit on if needed.
ID verification. The lender will ask to see your photo ID and confirm it matches your booking details. The lender will photograph your ID through the ViyahVogue Handover App as part of our verification process. The image is sent securely to the ViyahVogue operations team and is not shared with the lender or stored in the app.
Use the ViyahVogue Handover App. Open the app at viyahvogue.com/handover on your phone. The app guides both you and the lender through the handover process, records the transaction and officially starts your rental period. See our full guide: How the Handover App Works.
Inspect the outfit thoroughly before you take it. You have the right and the responsibility to check the garment carefully before leaving:
- Look for any undisclosed stains, tears, broken zips or missing beadwork
- Check all pieces listed in the “What’s Included” section are present
- Ask the lender about any care notes – delicate fabrics, specific ways to sit or move
Take your own photos or video. We strongly recommend documenting the outfit’s condition at handover with photos or a short video. This protects you if any questions arise about the condition later.
Refusing a rental. If you find significant damage that was not disclosed in the listing, you have the right to refuse the rental. If you do this, document the issues with photos and video at the time of the meeting and notify ViyahVogue within 24 hours to be eligible for a full refund of your rental fee and deposit.
Mark as collected in the app. Once both parties are happy, confirm the handover in the app. This officially starts your rental period.
Step 4: During the Rental
Take care of the outfit as you would want someone to take care of yours.
- Handle delicate fabrics and embellishments with care
- Store the outfit properly when not in use – hanging where possible, away from direct light
- If anything happens to the outfit during the rental, contact the lender through the platform as soon as possible rather than waiting until the return
Step 5: The Return
Meet at the agreed time and place. Be punctual – the lender may have a buffer period between bookings and needs to inspect and clean the outfit before their next rental.
Inspect together. The lender will check the outfit in good light. This is the same process as the handover – zips, fastenings, embellishments, hem, inventory.
Film a short video together. Both parties filming the return condition protects everyone.
Complete the return in the app. Both you and the lender must log into the handover app to certify the return. This triggers the return of your security deposit, assuming no damage claim is raised.
Leave a review – this is mandatory. Both parties are required to leave a review before the rental is considered complete. Your deposit will not be returned until your review has been submitted. This ensures there are no outstanding issues on either side before the rental closes. You will be prompted to do this through the platform after the return is confirmed.
Fit and Try-Ons
If you’re unsure whether an outfit will fit, message the lender before booking to ask about measurements or arrange a try-on. If you skip this step and the outfit doesn’t fit at the point of collection, you cannot cancel the rental for a refund – the lender has held that date for you and may have turned down other bookings.
Use the measurements in the listing and our Size Guide to make as informed a decision as possible before booking.
Cancellations
If you need to cancel within 24 hours of collection, a £20 late cancellation fee will be deducted from your deposit and paid to the lender to compensate them for their time. Try to give as much notice as possible if your plans change.
Borrower Tips
- Message the lender before booking if you have any questions – most lenders are happy to help and it saves any surprises on the day
- Bring your ID to the handover – you will not be able to collect without it
- Document everything at both handover and return – photos and video protect you as much as they protect the lender
- Treat the handover like a professional exchange – being thorough at the start makes the whole rental smoother for everyone