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Frequently Asked Questions

BORROWER

Where do you ship to?

All items on The Volte are available to be shipped Australia-wide. Several of our lenders ship overseas also, however it is at a lender’s discretion as to whether or not they would like to offer this.

How long will it take for my dress to be delivered?

Lenders on the Volte operate through either Standard or Express Australia Post. All lenders endeavour to have your item with you in time for your event, however make sure that you confirm with the lender directly the exact date you need the item by and your proximity to the metro are (rural borrowers need to factor in extra time).

I need a dress at the last minute – what are my options?

If you need a dress for an event that is within 72 hours – trying to lock in an item that is sent via Standard Post may not make it in time. For the best chance of locking in the perfect piece, filter your ‘Borrow’ options by your closest city to browse through the items and lender that are close to you. Once you’ve found a listing you love, liaise with the lender directly to either confirm express postage, or a pickup arrangement.

How do I know if a dress is available?

We are currently having a bigger, better and much cooler availability tool developed to make your borrowing experience much easier. In the meantime, message lender’s directly or put through a booking request to confirm availability.

Can I book a dress in advance?

Of course! You are able to send a booking request through and lock in the perfect outfit as early as you like.

What if a dress doesn't fit?

Provided the listing is 100% accurate in terms of sizing, and the lender has answered any questions regarding fit honestly and to the best of their ability, we will be unable to offer refunds for dresses that do not fit perfectly.

What if my dress arrives crinkled

Our lenders take incredible care when packing their designer items to send, however some fabrics are naturally more prone to creasing than others. If you receive a dress with some creasing, please hand it in a steamy bathroom as this will naturally remove these. Please do not iron or steam the dress unless you have received express permission from the lender to do so.

What if my dress is too long?

If a dress falls below your feet, it is your responsibility to make sure that the dress does not become damaged throughout the hire. Alterations are strictly prohibited, and excessive staining or damage will result in further charges.

How do I return my dress?

Simply repack your dress in the included pre-addressed post-bag that arrived with your hire. Please always post express parcels through yellow post boxes, or the express return will not be carried out.

Do I need to dry-clean my dress?

The cost of dry-cleaning is included in the fee you pay, unless a different arrangement is made between yourself and the lender.

What if I accidentally damage the dress?

We understand that accidents happen, including staining and damage of items form times to time. If this occurs during your hire, you must contact the lender immediately to arrange a resolution. You will be charged for any specialist dry-cleaning or repairs necessary. If a dispute between the lender and the borrower arises, The Volte must be contacted immediately.

Why am I asked to complete a review?

Here at the Volte we are all about trust and honesty - so we encourage all lenders and borrowers to review each other to build positive lender/borrower relationships. All reviews must be completed constructively and in good faith, and any reviews that are found to violate our Review Policy will be removed.

Can I rent a dress if I am under 18?

If you are under 18 you will need a parent or guardian to rent items on your behalf, and all liability for damage or late return will be accepted by them.

A lender has asked me to pay them directly outside of The Volte – is that okay?

The Volte is designed to give you a reliable and secure online platform through which to hire. Through transacting off the platform, you will no longer be covered by our support, security processes or safeguards. It is a strict violation of The Volte's terms and conditions to do so, and if a lender asks you to pay outside of the platform, please report them immediately for your own security.

How long can I hire a dress for?

Through the Volte, you have the option of hiring for 1 Day (Try-on), 4 Days (standard hire) or 8 days (extended hire). All lenders will have the standard hire option available. We recommend that for a standard hire, you have your event fall on the third day to decrease the risk of late arrival, and for extended hires that you have it arrive at least two days before your occasion.

Can I pay for a Try-On and wear the piece to my event?

The Try-On price you see is solely for the purpose of receiving an item, trying it on and either keeping it then putting through a full-hire booking, or trying-on to return immediately and rebook fro your event if it fits. The Try-On price is not to be used to wear an item to an event. Any items that are returned from a try-on with clear signs of being worn will automatically be charged the full hire price unless an alternative arrangement was made with a lender.

I can’t input my bank details, what am I doing wrong?

The most common issue when inputting bank details is actually in relation to the uploading of ID to verify your account. Our payment gateway has very strong anti-fraud mechanisms, so in order to successfully input your payment details, make sure your upload qualifies the following criteria:

• JPEG format

• Colour image

• High resolution image

• All edges of the ID in picture

• No fingers! (in case you are holding your licence to take a picture)

When will my credit card be charged?

Although you input you credit card details when you put through a booking request, you are only charged once the lender confirms the hire.

There has been an issue with the payment – what should I do?

If you receive a payment issue message, this generally means that there are insufficient funds in the account that you have linked to The Volte. If this is not the case, make sure that all details entered are correct before reprocessing the order.

My booking request has expired – what does that mean?

If you receive a notification that your hire request has expired, this means that the lender neither accepted nor declined the booking. If you believe this was a mistake you are welcome to put through booking request through again, however if not we recommend that you search to find another lender with the same or a similar item.

I’ve accidentally cancelled my hire – what do I do?

If you’ve accidentally hit the cancel order button, simply notify your lender through messages and place through another booking request. The Volte Team are unable to reinstate cancelled bookings, and the payment reversal will have already occurred.

What if my rental ends on a Sunday or holiday?

Couriers and Australia Post do not generally operate on Sundays and public holidays, if your return date falls on one of these, please post your item back by 12pm the next business day.

What if I am late returning my dress?

The Volte as a platform relies on borrowers and lenders working together to make the hire process work simply and efficiently. When a borrower returns an item late it impacts the lender’s ability to clean and prepare the item for the next borrower. In these situations, borrowers will be charged the cost of a standard 4-Day hire via their credit card to reimburse their lender for the disruption for each 4-day period that the item is late in being returned. In the event that a borrower fails to make late fees or adequate contact when required to do so, the matter will be passed on to an external debt-collection agency for recovery.

Something has come up – can I cancel my booking?

We understand that plans can change, so you are able to cancel your hire if it is more than 7 days prior, with a full refund less 5% hire fee automatically returned to you. If you request to cancel falls inside the 7 days before your hire period, you must liaise with your lender directly to have the cancellation and refund approved. If a lender has already posted an item out and does not wish to refund the hire at the last minute, they are within their right to refuse to do so.

I live rural, do I have to let the lender know?

All borrowers who live more than 50km outside of a metro-area must let their lender’s know, so that they are able to take this into account when calculating sending times.

My lender has messaged to say the dress is no longer available – what can I do?

Although extremely rare, circumstances do arise in which lenders are unable to hire an item out at the last minute, perhaps due to a late return from a previous borrower or damage. In this situation, contact support@thevolte.com as soon as you find out, so that we are able help you find the perfect piece as a backup. With 24 hours notice, we are in most instances able to find a local lender with a piece that you love, and have it couriered to you so you are not left without for your event.

How can I send through a tracking number?

Our message privacy filters will automatically remove any number sequences, to protect the privacy of both our borrowers and lenders. To send through the tracking number, simply send it through as a screenshot attachment.

Australia Post has lost the dress on its way to me - what can I do?

Sometimes plans just don’t go the way we hope - and this includes parcels occasionally being delayed or lost with Australia Post. If a lender informs you that this is the case, contact support@thevolte.com immediately and we’ll help make sure you are not left without the perfect piece for your event!

LENDERS

I am under 18 – can I be a lender?

If you are under the age of 18, you will need a parent or guardian to lend and liaise on your behalf. All liability will be accepted by them.

How much does it cost to list?

It is absolutely free to list all of your designer items with the Volte! Once you accept a booking request you will be charged a service fee of 16.5%. This service fee is taken off the hire price only, and does not impact upon the shipping amount that you receive.

I am a corporate lender with a large stock base to upload - can you help?

Of course! We have a tech team here to help with high volume uploads to take the pressure off listing your stock with us. Simply send an email request through to support@thevolte.com with your website URL or Instagram, and include any pricing adjustments you would like make (accounting for return satchels, service fees, etc).

How do I list my designer items?

Once you have created your Volte Lending Account, simply click on your Account Name (in the top-right corner), head to 'My Listings' and click 'List new Item'. Make sure you thoroughly fill in all criteria, including captioning your images as the item name.

How do I know which size to list my items as?

All items must be listed in Australian sizing, with the designer stipulated equivalent given where they use a different numbering system. For instance, if an item is a Zimmermann size 1, you must list this as an Australian 10 as this is what the Zimmerman size guide states. If you believe a piece runs larger or smaller, you have the option of inputting this information in the listing also, however lenders are not to list items as the size they believe a piece fits best, as this can cause interpretation issues for borrowers.

What if I have multiple sizes of the same item?

If you are a corporate lender that has multiple sizes of the same item, always create an individual listing for each. This is so that when borrowers search by their size, your listing comes up for them.

How much should I list my dress for?

The rental price of your listings is completely up to you. We suggest that you take into account the condition and age of the item when determining the rental fee. It is also a good idea to search comparable listings to get a feel for the market price your specific item is going for. Generally if an item is in ‘near new’ condition, the hire price is approximately 25% of the RRP. Please ensure that the price you list for includes the cost of dry-cleaning, and a return postal satchel with tracking to send to your borrower.

What do I do if a designer is missing from the list?

If the designer of your item isn't listed in the drop-down menu, simply send an email to support who will complete this for you, and select 'other' in the meantime'

Why do I need a profile picture?

To establish yourself as a trusted and easily recognised lender, we require all lenders to attach a profile picture to their account. This does not have to be of yourself - it can be a fun logo or another appropriate image - however it must be

What photos do I upload of my item?

Here is a list of the type of photos that are appropriate to attach to your item listing:

• Photos of you wearing the dress at an event

• Clean, well lit photos 

• Professional photos 

The following photos are unacceptable:

• Photos with multiple people in it. This is confusing for Borrowers to know which dress is actually available

• Photos of your dress on a coat hanger, floor, rack etc.

• Photos of the same dress but in a different colour

• Photos of a similar dress

Please always make sure that the front of the item is the first picture you upload as this will be the face of the listing.

Can I use images from designers or other professional photos?

Due to copyright you cannot use designer advertising imagery - the images you upload must be your own images. Copyright-free images sources online of the dress may be used.

Are there any restrictions on what can be listed?

The Volte exists to allow users to tap into their under-utilised high-end designer clothing, therefore most designer dresses, outerwear, handbags, accessories and millinery are accepted, provided they meet the following criteria:

• Minimum RRP (Recommended Retail Price) is above $100

• The item is in excellent condition

The following are not able to be listed:

• Casualwear

• Items with an RRP below $100

• Items in poor condition

• Items with noticeable stains, pulls or tears

• Item infringes on the copyright of any person including fake designer names

The Volte reserves the right to remove listings they do not feel meet the above.

How do I show borrowers when my item is available or booked out?

We are currently having a bigger, better and much cooler availability tool developed to make your lending experience much easier. In the meantime, please advise borrowers of item availability through Volte messages in response to any queries or booking requests you receive.

What is the ‘Try-On’ Price for?

Many borrowers wish to make sure that the item is absolutely perfect for their upcoming event before they put through a hire request – therefore we have a ‘Try-On’ option. We advise all lenders to offer this, however it is up to your discretion as to whether you would like to operate these via post, or in person only. All Try-Ons and subsequent bookings, even those completed in person, must be placed through The Volte in order to be covered by security protections.

How do I know the borrower’s address?

All relevant hire details, including the borrower’s address, can be found under your account dashboard, in the ‘Lending’ tab.

How can I send through a tracking number?

Our message privacy filters will automatically remove any number sequences, to protect the privacy of both our borrowers and lenders. To send through the tracking number, simply send it through as a screenshot attachment.

How do I know when to send my dress?

Your order confirmation will provide a rough estimate as to when you item should be sent. This delivery calculator is strictly a guide working off metro to metro delivery. It is essential that you contact Australia Post well in advance of every hire, to make sure that you have a clear and accurate idea of when the parcel must be sent in order to be delivered to the borrower on time. In the event that your item gets to the borrower too late for them to wear to their event, a full refund is due.

When are lenders paid out for hires?

All lenders are paid out 48 hours (in business days) into the agreed hire period. This is to ensure that the item arrives on time and in good condition prior to the lender being paid out (so as to protect the borrower) and to allow for a period in which we are able to complete refunds on your behalf, to prevent lender from having to transact from personal bank accounts. If you feel there has been a delay in you hire being paid out to you, please contact the Support Team.

How should I pack my item?

Please pack your designer items with care and attention - to minimise the risk of damage or creasing. We recommend using yellow Australia Post express satchels for all hires. Please keep a record of all tracking numbers and proactively monitor the delivery.

Do I have to include a return postal satchel?

The Volte requires all lenders to include a tracked return postal satchel to borrowers, in order to minimise the risk of late or impeded return. If you are unable to do so, you must inform your borrower of this and make them aware that they are required to pay for the cost of return.

Is there a limit to how many items I can upload?

There is no limit to how many items you list with the Volte, as long as they meet all of the appropriate criteria.

Am I able to sell my items rather than hire?

Of course! All listings are able to have a 'Buy Now' option filled in, whereby you include the price for which you would be willing to sell the item. Please only include a Buy Now price on your item if you are willing to sell.

I am lending out extremely high value items ($750+) – are there any extra precautions I have to take?

For lenders who are hiring out items of a significant value, The Volte advises you to always pay for postal insurance, ensure a signature is required upon delivery and cover these under your personal contents insurance also. You are also able to opt-in to Volte insurance for $5, which will cover your items for an additional $500 in the case of theft, however is meant as a backup and not a sole insurance pathway. All lenders understand that they hire out these items are their own risk, and The Volte is not accountable for any loss, damage of theft.

Is it possible to rent designer items all over Australia?

Yes – we are a national marketplace and you can borrow and lend designer items from all over Australia. As a user you must take into consideration the interstate timing factor in relation to delivery times. For Western Australia, Tasmania and the Northern Territory we recommend allowing 2 days for Express Post Parcels. Please check Australia Post for regional and remote timing.

What happens if someone doesn’t return my dress?

Borrowers automatically receive an email reminding them of when their item must be returned - so it is most likely on its way back to you already. If you wish to receive further confirmation that an item has been posted for return, you must contact the borrower through your Volte messages. If you have attempted to contact the borrower but have not received a reply for 48hours, please contact the Support Team.

What is The Volte’s $5 Opt-In Insurance?

The Volte’s $5 opt-in insurance covers lenders in the event of theft or loss to the value of $500. This amount is paid out at the conclusion of any internal/external investigations that take place.

A borrower isn’t responding to my messages – what do I do?

Please allow 48hours for a borrower to reply to your message. If the contact is urgent, please contact the Support Team who will liaise with the borrower on your behalf.

There has been an issue with the payment – what should I do?

If you receive a payment issue message, this generally means that there are insufficient funds in the account the borrower has linked to The Volte. If you receive this message, inform the borrower to check their account and that all details are correct, and to hit ‘Pay for Order’ to reprocess.

Who is responsible for dry-cleaning?

We recommend the Lender takes care of the cleaning of the designer item, that way you get the dress back quickly and can have quality control over the cleaning. We recommend the Lender includes the price of the dry-cleaning in the Rental Fee. We are currently looking into an affiliated dry cleaner business for our website so watch this space.

My dress has returned damaged - what do I do?

If your item has been returned damaged, The Volte will work with you to have you reimbursed for the cost of either repair or replacement. We always recommend that you take pictures of your items before each hire, so you have an accurate record of when damage was sustained. Please note that The Volte does not take responsibility for loss or damage of items rented out through the platform. The Volte simply provides an online marketplace for lenders and borrower to connect. Although the Volte will work in every way possible to make sure these reimbursements are received, we are not liable for the payment of these.

What if there is a dispute between a Borrower and a Lender?

In the event of a dispute between a borrower and a lender, they must first liaise extensively to attempt to come to a resolution together in good faith. If this is not able to resolve the issue, Support must be contacted within 48 hours of a dispute arising and provided with the details of the dispute, and clear evidence of attempts to resolve it. If Support are contacted before both parties have liaised with each other, they will be instructed to do so before we are able to intervene.

A borrower is refusing to pay late/damage fees – now what?

In the event that a borrower refuses to pay late/damage fees due, we will give them 14 days to make this payment in good faith. If they resist further, the account will be passed on to a debt-collection service.

Australia Post has lost my parcel - what do I do?

From time to time, Australia Post may misplace or lose your parcel either on its way to or from your borrower. If this is the case, launch an investigation with Australia Post, including the tracking number, to get the ball rolling on locating the item. In almost all situations, the parcel is found, however if not you are eligible for compensation from Australia Post, and any other insurance pathways you have taken out. You are able to contact support@thevolte.com at any time for assistance.

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