AS A CUSTOMER:
When first messaging an owner, always state the date you are hoping to rent the item. That way you can confirm if the item is even available, before you start discussing those important renting details. Always confirm whether you must dry clean the item before return and discuss whether you can try on the item or not. OpenClosit Toronto is only operational in the city, making it easy to coordinate a try on and meet up.
Bookings for items are usually non-refundable, so make sure you are certain you want the item, before you proceed to booking and payment.
Getting an item back to the owner is generally the customer’s responsibility, unless otherwise agreed upon. An item must be returned within one week after the date of the event, unless otherwise stated by the owner. After wearing your item, make sure to contact the owner to let them know you are now taking the appropriate steps to cleaning and returning the item. Some of our customers like to post items back to owners. If doing so, we advise using Canada Post Xpresspost Tracking. This way you can always send through a tracking number to the owner. This ensures fast delivery and secure arrival of the item. Failure to send through a tracking number means that should an item never arrive, you may be liable. There are Canada Post offices on most city blocks in Toronto and can find the one closest to you here.
For your protection always keep conversations and transactions on the OpenClosit website. For any disputes, contact [email protected]
AS AN OWNER:
To ensure a customer is responsible with your item, we recommend that upon enquiry of the item, you let the customer know the date the item must be returned by, and whether it should be dry cleaned, hand washed, not cleaned etc. We also recommend you contact the owner the day after their event to confirm the return date. We advise you allow customers at least 3 business days after their event for dry cleaning, should you desire the item to be dry cleaned before return.
Make sure to keep your calendar up to date, including blocking out any delivery and cleaning dates. This can help you keep track of your rentals, customers, and their contact information. It will ensure you don’t double book dresses or misplace contact information for people in possession of your items.
Getting the dress to a customer is generally the owner’s responsibility. OpenClosit Toronto is only operational in the city, making it easy to coordinate a try on and meet up that suits both parties. However, postage is an option you may consider offering. We recommend that you use Canada Post Xpresspost tracking for all your rentals. Canada Post Xpresspost is next business day guaranteed for Toronto areas, and the average one-way cost is $10-$15. There are Canada Post offices on most city blocks in Toronto, making it the most convenient shipping option. You can find the one closest to you here. You may also like to include the return postage satchel with the item when you ship it. That way you can prefill out the satchel, so you know the correct information (address) is written down, and also take note of the tracking number, to ensure your item is not only posted back, but can also be tracked should it go missing. If you are including a return satchel in with the item, you can of course ask the customer to compensate you for this cost. We cannot stress enough how important a tracking number is. If no tracking number is used, the parcel cannot be confirmed to have been sent or delivered, and cannot be tracked should something go wrong. Without a tracking number, the sender of the parcel is liable for it's loss.
As an owner, you of course want to make sure that your items are in good hands, returned on time and returned in the same condition. In order to ensure this, you may want to request a security deposit from your customers. A customer pays a security deposit to an owner, on top of the rental/hire fee. This security deposit is then held and returned to the customer, upon return of the item, provided it is returned by the date stated, in the same condition, and dry cleaned before return (should you ask for this).
If using a security deposit, do not include the value of the security deposit in your listed price. Instead, list it in the description. Do not accept any requests before you message your customer to remind them of the required deposit, and then update the pricing to include the security deposit. After the item is returned in good standing, refund the security deposit value to your customer’s account. Should the item be returned late, or damaged, some or all of the security deposit may be withheld. Please refer to our terms and conditions for when you are eligible to withhold a deposit. Should an item never be returned, again the deposit can be used as compensation. However, we state that if an item is not returned, the customer is liable for compensating the owner for an amount totalling the RRP of the item, minus the hire fee and security deposit (if applicable).
You can refund a security deposit if applicable, by clicking on the 'Return Deposit' button on your reservations page. This will bring you to this transaction in your Stripe account.
1. Click on the ellipsis (3 dots) to the right and then click on 'Refund payment...'
2. This is the full payment, including the rental price, so update the dollar amount to reflect just the security deposit.
3. Leave the reason as "Other" and enter in "Deposit" in the text field.
4. Click "Refund".
Of course, it is up to you how you conduct your rentals, and you can be as casual or strict as you like.
For your protection, always keep transactions and conversations on the OpenClosit site. For any disputes, contact [email protected]