FAQs - Frequently Asked Questions❓
General FAQs
Here are the most common general questions shared by our users.
1. How do I know if my clothing is modest? 👗
2. Can my clothing be rented? 📋
3. Do you accept fast fashion items? 🛍️
4. What photos are best to upload? 📸
5. Is ID verification required to join QOVE? 🪪
6. How do I set a rental or resale price? 💸
7. Who covers shipping for rentals/resales? 🚚
8. How do I tell if an item is for rent or sale? 🔍
General FAQs
1. How do I know if my clothing is modest? 👗
We accept a wide range of styles, but here are some key points to help you determine if your item fits our modesty criteria:
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Is it fully covered, non-sheer, and generally loose-fitting or maxi length? If yes, it likely qualifies as modest.
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Some items (e.g. sheer-sleeved maxi gowns) may be acceptable when styled modestly—submit for review and our team will confirm.
🌟 Our most rented/sold pieces include:
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Full-coverage gowns
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Abayas
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Maxi dresses
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Maxi skirts
If you’re still unsure or need further clarification, reach out to us at hello@qove.co.uk or browse our current listings for inspiration to see what typically gets approved.
2. Can my clothing be rented? 📋
We recommend listing clothing with an RRP above £100 to help justify the rental price for potential renters.
Focus on items suited for one-off events, like occasion gowns or holiday wear, to increase rental chances.
When listing your item, keep in mind:
- Delicate fabrics (silk, satin, velvet) show wear easily and are harder to repair.
- Highlight any long hems or trains in the description.
- Mention detachable parts (like belts), as they require extra care during rentals.
3. Do you accept fast fashion items? 🛍️
We focus on premium, contemporary and independent designer brands to maintain a curated collection of high-quality pieces for our community.
However, for resale items, we may approve a limited selection of more affordable, widely available fashion pieces provided they meet our modesty standards. We recognise the challenges of finding modestwear and want to keep those options accessible.
If you're unsure whether a brand qualifies, feel free to get in touch at hello@qove.co.uk.
4. What photos are best to upload? 📸
Whether you're listing a rental or resale item, make sure to include clear front and back images, as well as close-ups of any standout details. To give others a better idea of fit, we highly recommend uploading photos of the item being worn.
Please also include any visible defects or signs of wear in your images as this helps us ensure transparency on our product pages.
5. Is ID verification required to join QOVE? 🪪
Lenders are required to verify their ID when listing their first item to enable payouts for rentals or sales. Renters must verify their ID when booking their first rental. Bookings will only be confirmed if the ID verification is successful, otherwise, the booking will be automatically cancelled and refunded.
If you’re renting for the first time, you’ll receive a separate email with instructions on how to complete your ID verification before your booking can be confirmed. All ID verifications are processed securely through Stripe.
6. How do I set a rental or resale price? 💸
You are in control of your pricing. Set a rental fee that reflects the value of your item, whether you want to attract more renters or maximise your earnings.
For guidance, QOVE recommends a daily rental fee of around 3-5% of the retail price.
7. Who covers shipping for rentals/resales? 🚚
Lenders and renters are each responsible for their own shipping costs. Since lenders can't currently set a separate shipping fee for rentals, we suggest factoring shipping into your daily rate.
For shipping, we recommend using Royal Mail Special Delivery Guaranteed by 1pm, which provides insurance up to £750.
For resale items, sellers can set a separate shipping fee alongside the item's price, which buyers will pay at checkout.
8. How do I tell if an item is for rent or sale? 🔍
Rentals are marked with a daily price, while resale items have a fixed price. If you're unsure, use the filters to distinguish between the two.
9. How can I track my orders? 📦
To track your order:
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Go to the Orders/Inbox tab in your account
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Click the Renter/Buyer tab to find all your active orders.
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Select the order you’re looking for, then scroll to the bottom to find the message box.
The tracking details should be posted by the lender or seller once they've shipped out the item. Once added, you’ll receive a notification and can log in to view the tracking number.
If you run into any issues, feel free to reach out to us at hello@qove.co.uk.
10. Can I lend a high-value item on QOVE? 💎
We don't dictate which items you should or shouldn't lend. However, we strongly advise against listing items that hold sentimental value to you. It's also important to keep in mind that, due to the nature of renting clothes, they will naturally experience a minimal degree of wear and tear, even with careful handling. If you are particularly concerned about maintaining the condition of an item, we recommend not listing it.
FAQs for Lenders & Sellers
Here are the most common questions shared by lenders and sellers.
1. How do I accept a rental request? ✅
When a booking request is made, you'll receive an email with the rental details and dates. We recommend a minimum 3-day rental period for a smoother experience with enough time for delivery, wear, and return.
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You have 48 hours to accept or decline the request. If you don’t respond, it will be automatically declined.
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Once accepted, you can view the renter’s address on the booking confirmation page to ship the item.
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Check the booking dates carefully before accepting to ensure you have time to clean and ship the item.
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Factor in potential delivery delays, including Sundays and Bank Holidays.
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If the timeline is too tight, decline the booking and contact the renter to rebook suitable dates.
2. How do I send my rental out? 📦
Before shipping your rental item, make sure it's clean, secure, and ready for a smooth delivery. Here’s a checklist to guide you:
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Ensure the item is clean and in rental-ready condition.
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Take timestamped photos of the item before shipping as evidence of its condition.
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Use a reusable shipping bag, so the renter can return the item in the same packaging.
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Double-check the shipping address on the order confirmation page before purchasing a label.
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We recommend using Royal Mail Special Delivery Guaranteed by 1pm, which includes insurance up to £750.
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Once shipped, share the tracking number with the renter so they can follow the delivery progress.
3. Who is responsible for dry cleaning? 🧼
The lender is responsible for dry cleaning. Please expect a normal degree of wear and tear when renting items. As a lender, you must ensure that each item is professionally cleaned after every booking and is in clean, rental-ready condition before sending it to the next renter.
4. Can I request a security deposit? 🔒
We currently don't support security deposits on the platform. However, to help protect higher-value items, only users with at least three 5-star reviews can rent items with an RRP over £350.
If a user without the required reviews attempts to book an item above the £350 threshold, the booking will be automatically cancelled and a full refund will be issued.
5. When do I ship my sold item? 🏷️
Items should be shipped within two weeks of the sale and marked as shipped from your order details page, otherwise the order will expire and you won't get paid. Buyers may sometimes request quicker shipping than you originally planned, so it's important to stay flexible to ensure a positive experience and review. If needed, you can update the shipping rate by editing your original listing to accommodate a faster delivery service.
6. How do I send tracking details? 📲
To add tracking details:
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Go to the Orders/Inbox tab in your account.
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Click on the Lender/Seller tab to view your active orders.
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Select the order you'd like to update.
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Scroll to the bottom of the page to find the message box.
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Enter the tracking number and courier details in the message box.
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Click send — the renter or buyer will be notified and can view the tracking info by logging into their account.
7. When will I get paid? 🕒
For rental bookings, payouts are triggered two days after the booking end date and funds will typically arrive in your bank account within 7–10 business days.
For resale orders, payouts are triggered once the buyer confirms receipt of their order and it will also take 7–10 business days for the funds to reach your account.
Please note that your first payout on the platform may take up to 14 days as part of our security and verification process.
8. What if my rental returns damaged? ⚠️
Please report any damages to hello@qove.co.uk within 24 hours of your rental being returned, along with timestamped images for assessment so we can contact the renter to investigate on how the damage occurred. If damages aren't reported within this timeframe, we may not be able to assist.
Please not fair wear and tear (including but not limited to, e.g. removable marks, minor snags, stuck zippers) is acceptable and will not be treated as damage.
9. Can I pause my wardrobe while away? ✈️
Yes, you can pause your wardrobe:
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Go to your Listings page.
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Click the three dots on the top right of the item.
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Select ‘Hide Listing’ to remove it from the marketplace.
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When you’re ready to relist, click ‘Unhide Listing’ to make it available again.
FAQs for Renters & Buyers
Here are the most common questions shared by renters and buyers.
1. How early should I book a rental? 📅
2. What happens if my rental doesn't fit? 🤔
4. What if my rental arrives late? ⏰
5. When is my rental due back? ⏳
6. My rental got dirty. Should I clean it? 🧽
7. How do I protect my rental? 🛡️
8. When can I expect my resale order? 📦
1. How early should I book a rental? 📅
We suggest booking your rental as early as possible to give your lender ample time to clean and ship the item to you promptly.
We strongly recommend that rentals are to be booked for a minimum of 3 days. This guarantees sufficient time for delivery, use and return without delays. Shorter bookings may result in late returns and your item not arriving on time for your event. Your rental's start and end dates typically serve as the delivery and return dates, so ensure the day you need the item falls between that timeframe.
When you initially request to book an item, the request is sent to the lender, who must either accept or decline the booking before any payment is processed. However, all payment and address details are recorded at the time of the request. Once the lender accepts the booking, payment is processed and your address will be shared with the lender to ship your item when the time comes.
2. What happens if my rental doesn't fit? 🤔
We make every effort to encourage our listers to provide fit details in their product listings to help you accurately assess whether an item will fit. We also strongly advise you to contact the lender with any questions or request specific measurements before placing a booking.
However, if an item doesn’t fit, you are covered by our Fit Guarantee.
Please contact us at hello@qove.co.uk to inform us of the fit issue and return the item within 24 hours of delivery. Failure to notify us and return the item within this time frame will mean we can't issue a refund and will assume the rental is satisfactory.
3. Can I cancel my rental? ❌
You may cancel a listing or upcoming booking up to 72 hours before the scheduled rental start date or item dispatch. Any cancellation must be made by emailing hello@qove.co.uk with full details and where applicable, confirmation that both parties have agreed to the cancellation.
For cancellations made less than 72 hours before the rental or dispatch, we will charge a 30% cancellation fee based on the Rental Fee.
4. What if my rental arrives late? ⏰
If your rental has not arrived by its start date, please contact hello@qove.co.uk immediately. If it's not going to arrive in time for your event, our team will do our best to find a solution or send an alternative outfit.
5. When is my rental due back? ⏳
Your rental must be shipped back in it's original package on or before the end date of your booking to avoid it being classified as a late return. If you want to return your item earlier than planned, please notify the lender beforehand to ensure they are available to receive it.
If you’re unable to return your rental on time, please contact hello@qove.co.uk.
6. My rental got dirty. Should I clean it? 🧽
Please DO NOT wash or dry clean rental items. It is the lender’s responsibility to handle dry cleaning. However, if any spills or accidents occur, notify the lender immediately and contact us at hello@qove.co.uk. Prompt communication helps us resolve any issues quickly and fairly between both parties.
7. How do I protect my rental? 🛡️
We kindly ask renters to handle all items with great care. We also strongly recommend taking time-stamped photos of the item — front, back and any existing defects — both before wearing it and before returning it. These are important for verifying damage claims and without them, we may not be able to effectively resolve disputes.
8. When can I expect my resale order? 📦
Resale items are generally expected to be shipped within two weeks of placing an order, with delivery times depending on the seller’s chosen shipping method.
If you need your item by a specific date, please coordinate with the seller to agree on a shipping timeline and method. Keep in mind that faster delivery may incur higher shipping costs. Once your item has been dispatched, you’ll receive an email with the tracking information.
9. Do you offer returns or exchanges? 🔄
Unfortunately, we do not accept returns or exchanges on resale items. All purchases of resale items are final. We recommend reaching out to the seller for any questions regarding the item, such as fit or length, before making your purchase to ensure you're fully satisfied with the item.
10. What if my resale item has an issue? 💔
Please contact us at hello@qove.co.uk within 24 hours of receiving your order, providing pictures to help us assess the issue. If we determine that the damage or poor condition was caused by external factors, such as mishandling during delivery or issues from the original lister, you may be eligible for a refund or credit note. However, please note that shipping charges are non-refundable.