Question 1

What is Ourfit?

Accepted Answer

Ourfit is a place to rent clothing from other people's wardrobes and from dress hire businesses, all in one place - and to earn from your wardrobe if you want to. You need to be 18 or over, living in Australia, and to agree to our Terms & Conditions. Other countries come later.

Question 2

Are the items new or used?

Accepted Answer

It varies by listing - some items are new or barely worn, others have been worn before and may show minor signs of wear such as small marks, loose threads or slight fading. We require lenders to photograph their items clearly and describe any imperfections honestly, so check the photos and description on each listing to see exactly what you're renting.

Question 3

Where can I find your Terms & Conditions and Privacy Policy?

Accepted Answer

You'll find links to our Terms & Conditions and Privacy Policy during sign-up, any time in the app under Help, and in the footer of this website. You must accept these policies to use Ourfit.

Question 4

Who can use Ourfit?

Accepted Answer

Anyone 18 or over living in Australia, and rental businesses too - a lot of the wardrobes you'll see belong to dress hire businesses. Lenders need an Australian bank account to be paid. You can also sign up from a few countries we're launching next; your account waits there until we go live.

Question 5

How does the booking process work?

Accepted Answer

Renters select dates (4-day or 8-day rental) and submit a request, authorising their card for the total at that point - this is a hold, not a charge, so no money leaves your account yet. The lender then accepts or declines. When the lender accepts, your card is charged automatically and the booking is confirmed - there's no separate payment step. If multiple renters request the same dates, the lender chooses which request to accept, and whoever they accept secures the garment.

Question 6

When is my booking confirmed?

Accepted Answer

Your booking is confirmed the moment the lender accepts your request - your authorised card is charged automatically and the status updates to "Confirmed" in your account. There is no separate payment step for you to complete. Lenders have a limited window to respond before a request expires.

Question 7

How do I pay?

Accepted Answer

Payments are processed securely through Stripe. When you submit a request you'll see the rental price and any delivery fee - all shown upfront - and you authorise that total on your card. Nothing is taken unless the lender accepts, at which point you're charged automatically. We never store your full card details.

Question 8

Is there a service fee for renters?

Accepted Answer

Not today. You pay the rental price and, if you choose postage, the delivery fee - that's the whole total, and it's shown before you confirm. Ourfit's platform fee comes out of the lender's earnings. If we ever introduce a renter fee it will be shown in full at checkout and won't apply to bookings already confirmed.

Question 9

What if the lender declines my booking request?

Accepted Answer

You're not charged unless the lender accepts. When you request, your card is authorised (a hold); if the lender declines, doesn't respond in time, or accepts another renter for the same dates, that hold is released and you keep your money. You can then request another item or different dates.

Question 10

Can I change rental dates after a booking is confirmed?

Accepted Answer

Not yet. Before the lender accepts, cancel your request and submit a new one with different dates. Once confirmed, you can cancel from the booking any time before the item is posted or handed over, then request again with the new dates.

Question 11

Do shipping days count toward the rental period?

Accepted Answer

No. The rental period is the time you have the item. The item must arrive on your start date, and you must send it back on your return date. Lenders ship in advance so the item arrives on time.

Question 12

What if the lender accepts my request but doesn't ship the item?

Accepted Answer

Message the lender from the booking first, then tell us. If it isn't posted in time we cancel the booking and refund you in full. Lenders who do this more than once stop getting bookings.

Question 13

What if the item doesn't fit me?

Accepted Answer

Items are rented 'as described', so we generally can't refund for fit alone. To pick with confidence, check the size guide and measurements, look at the fit ratings from people who've worn it, and message the lender with any sizing questions before booking. If something arrives clearly different from the listing, contact support and we'll help.

Question 14

How long can I rent for?

Accepted Answer

Rentals run for 4 or 8 days - that's the time you actually have the piece. Shipping days sit outside it: lenders post ahead so it arrives on your start date, and you send it back on your return date.

Question 15

Can I request more than one piece for the same dates?

Accepted Answer

Yes. Each request is a separate hold on your card, and each one a lender accepts becomes a confirmed, charged booking - so only request pieces you'd be happy to keep. You can cancel a request at any time before the lender accepts.

Question 16

Why hasn't the lender responded to my request?

Accepted Answer

Lenders have 24 hours to accept or decline, and we remind them as the deadline nears. If they don't respond in time the request expires, the hold on your card is released and you're free to request something else. In the meantime you can message them from the booking.

Question 17

The piece I want isn't available for my dates. What can I do?

Accepted Answer

Message the lender - they may have another size, or be able to move a buffer day. You can also tap Request an item to tell us what you're after (brand, size, colour and dates); it feeds the demand that lenders and businesses on Ourfit see, so the pieces people want get listed. And check similar pieces on the fit page - the same style is often listed by more than one wardrobe.

Question 18

Can I try it on before I rent?

Accepted Answer

Not physically - rentals come straight from the lender. To pick with confidence, use the size guide and measurements on the fit page, read the fit ratings from people who've worn it (true to size, runs small or large), and message the lender with sizing questions - they know their pieces best. We're also testing a virtual try-on: where you see 'Try it on' on a fit, you can upload a photo of yourself and preview the piece on you.

Question 19

Can I extend my rental?

Accepted Answer

Not yet - extensions and date changes aren't available in the app, so plan to return on your return date. If you keep a piece past it, a daily late fee can be charged (never more than the booking's cap), so if something has come up, message the lender and contact support straight away.

Question 20

Can I pay with Afterpay or PayPal?

Accepted Answer

Not yet - we're working on adding Afterpay and PayPal. Today payments are by credit or debit card through Stripe, authorised when you request and charged only when the lender accepts. Whatever you pay with, you'll keep a card on file for any damage or late-return charge.

Question 21

How do I message a lender?

Accepted Answer

Tap Message on any fit page or lender profile - you don't need a booking first. Ask about sizing, fit, pickup or dates, and keep the conversation on Ourfit so there's a record if anything needs sorting out.

Question 22

What can I list on Ourfit?

Accepted Answer

Your own garments and accessories for personal wear - dresses, formalwear, suits, outerwear, tops, bottoms, sets and bags. Shoes, jewellery, hats, swimwear and intimates aren't accepted for now. Items must be authentic, clean, wearable and accurately described, including any signs of wear.

Question 23

How do I photograph my item?

Accepted Answer

Make it look gorgeous - clear, well-lit photos that show the item from the front, back and any beautiful details, and styled or worn-on shots so renters can picture themselves in it. Just keep them true to the real piece: your photos should accurately reflect its colour, fit and condition, and you should note any notable flaws in the description. Misrepresenting an item breaches our Terms & Conditions.

Question 24

Do I need to include a return satchel?

Accepted Answer

For posted rentals, yes - you ship via Express Post and must include a prepaid return satchel so the renter can post the item back easily. For in-person pickup there's no satchel: the renter returns the item to you in person. If you post a rental without a return satchel, the renter may be reimbursed for their return postage and the cost recovered from your payout.

Question 25

Can I accept more than one booking for the same dates?

Accepted Answer

Ourfit blocks this for you. Once a booking is confirmed for an item, those dates are automatically marked unavailable, so the same item can't be double-booked for an overlapping period.

Question 26

Can I set my own price?

Accepted Answer

Yes. Lenders set their rental price and delivery fee. Ourfit takes 15% of the rental price on each completed booking, deducted from your earnings - that covers card processing, and any delivery you charge is passed on to you in full.

Question 27

Is an Ourfit Storefront the same fee?

Accepted Answer

No. A Storefront is a business's own website, on its own domain, run on Ourfit's booking rails - and it is billed as a monthly subscription, not the marketplace fee. Bookings on a storefront are covered by that plan. Bookings that come through the Ourfit marketplace are always 15% of the rental price, storefront or not.

Question 28

How and when do I get paid?

Accepted Answer

Payouts go straight to your Australian bank account through Stripe. After the renter returns the item there's a short return window (currently 2 days) for you to raise a damage claim. Once it passes with no claim - or any claim is resolved - the booking completes and your earnings are released automatically as a single payout. Any delivery fee you charged is included in full.

Question 29

How do I start lending?

Accepted Answer

Add your first fit from the app - photos, sizes, RRP and your rental price. Then finish setup: your profile, the address renters post returns to, and a Stripe account for payouts. When you're ready, ask to lend. Lending opens by request while we launch, so we look at every wardrobe before it goes live - your pieces go public once you're accepted. Uploading and setting up are open to everyone from the start; it's only public visibility that waits.

Question 30

Why is lending by request?

Accepted Answer

Because a renter arriving on Ourfit should find pieces that are real, well photographed and actually available. While we're launching we look at every wardrobe before it goes public. Set yours up in the meantime - photos, sizes, prices, payouts - and it goes live the moment lending is unlocked on your account. Nothing you've uploaded is visible to anyone until then.

Question 31

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

Accepted Answer

No. List five pieces or five hundred - it's free to list, and you pay only when a booking completes. If you have a large catalogue, we can bulk-import it for you (see For businesses).

Question 32

How should I price my pieces?

Accepted Answer

You set the price. The app's quick-pricing guide gives three starting points when you add a fit - roughly 20%, 25% or 30% of RRP for 4 days, and 30-40% for 8 days - with 25% the balanced pick for most pieces. Set an 8-day price too, and if you offer postage, a delivery fee that covers Express Post each way - delivery is passed on to you in full.

Question 33

Can I list high-value pieces?

Accepted Answer

Yes, at your own risk. If a piece comes back damaged or not at all, the renter's saved card can be charged up to the RRP you recorded - and only as far as that card can actually be charged. Always enter the RRP: it's the ceiling the renter agrees to, and without one the ceiling is five times the 4-day rental price (maximum $1,500), which is well under what most pieces are worth. Ourfit doesn't insure items, so for very high-value pieces consider your own insurance, and don't list anything you're not comfortable carrying that risk on.

Question 34

How do I manage my availability?

Accepted Answer

Confirmed bookings block their dates automatically, including your posting and return buffer days, so you can't be double-booked. Block any other dates from the fit's calendar and keep it current - a request for dates you can't fulfil ends in a cancellation on your record.

Question 35

Can I take a break from lending?

Accepted Answer

Yes. Schedule a break in your lending settings and your pieces won't be bookable for those dates - bookings already confirmed aren't affected. If it's just one piece that's unavailable, pause it from your wardrobe instead.

Question 36

Can I lend from anywhere in Australia?

Accepted Answer

Yes. Express Post reaches everywhere in Australia, and renters pay the delivery fee you set. In-person pickup is optional - offer it if you'd like local renters to collect from you.

Question 37

Do I have to pay tax on what I earn?

Accepted Answer

That's between you and the ATO - Ourfit doesn't withhold tax or give tax advice. As a sharing-economy platform, Ourfit is required to report lender earnings and identity details to the ATO twice a year, so keep your details accurate. Your earnings summary in the app is there to make tax time easier.

Question 38

How do sizes work when I list?

Accepted Answer

Each size you own is listed as its own fit, with its own price if you like, so renters only see sizes that are actually available. Renters compare against the brand's size chart and the fit ratings other people leave, so an honest size and a note on how it runs help your piece get booked.

Question 39

What delivery options are available?

Accepted Answer

Tracked Australia Post Express, in-person pickup where the lender offers it, and Ourfit Direct door-to-door delivery where it reaches you. With Express Post the item is sent with tracking and a prepaid return satchel; with pickup you collect and return in person and pay no delivery fee. You choose at checkout from whatever the lender offers on that piece.

Question 40

What is Ourfit Direct?

Accepted Answer

Ourfit Direct is door-to-door delivery by an independent delivery provider. Ourfit books the driver for you, but the delivery itself is carried out by the provider and its drivers, not by Ourfit - so timing and handling are theirs, and we pass on their tracking. The item is collected from the lender and dropped to you, then collected for return the same way. It's in beta in Sydney and Melbourne, so coverage is limited: it shows at checkout once a lender offers it and there's a driver covering your area. If anything goes wrong with a Direct delivery, contact the provider through the tracking details we send and let us know in the booking so we can help and keep a record. We collect feedback on every Direct delivery to keep improving it, and you're never charged for loss or damage while the item is with the driver.

Question 41

How does pickup work?

Accepted Answer

If a lender offers pickup, you can choose it at checkout instead of Express Post. After your booking is confirmed you arrange a time and place to collect the item with the lender in messages, mark "I've picked it up" when you have it, and arrange an in-person return at the end of your rental. Meet somewhere public and take photos at handover - the safety points are set out in section 4 of the Renter Terms, and you tick them at checkout. Ourfit connects you but isn't part of the meeting itself.

Question 42

When will my item arrive?

Accepted Answer

On your start date. Lenders post ahead of it - usually one to three business days - so the piece is with you when your rental begins, and the tracking on your booking shows where it is.

Question 43

How do I return the item?

Accepted Answer

For posted rentals, pack the item in the prepaid return satchel the lender provided and lodge it with Australia Post Express on your return date (the last day of your rental), then mark it as returned in the app. The lender supplies the satchel and its return tracking, so you don't need to enter a tracking number yourself. For pickup, hand the item back to the lender in person at the agreed time and mark it returned.

Question 44

What if the lender doesn't include a return satchel?

Accepted Answer

Return the item with a tracked Australia Post Express service, keep your receipt, and contact Ourfit support. We'll reimburse your return postage and follow up with the lender - providing a prepaid return satchel is the lender's responsibility.

Question 45

What happens if I lose or damage the return satchel?

Accepted Answer

Post it back with tracked Express Post at your own cost and add the tracking to the booking. Don't send it untracked - without tracking there's no proof it was ever posted, and that matters if the parcel goes astray.

Question 46

What if the tracking shows 'delivered' but I didn't receive the package?

Accepted Answer

Check with whoever else is at the address and with your neighbours first, then lodge a missing parcel enquiry with Australia Post. Tell the lender and us in the booking at the same time so we're across it while you wait on Australia Post.

Question 47

What if my item is lost in transit?

Accepted Answer

If it goes missing on the way to you, you're refunded in full - the item is the lender's risk until it reaches you. If it goes missing on the way back, you're responsible for it until it's with the lender, so keep your lodgement receipt: a claim like this is decided through the dispute process, proof you posted it on time counts for a lot, and any charge is capped at the same figure you agreed to at checkout.

Question 48

Where does Ourfit deliver?

Accepted Answer

Anywhere in Australia by Express Post. In-person pickup depends on where the lender is - lenders who offer it show their suburb and postcode on their profile. We're opening to New Zealand next; you can sign up now and your account unlocks when we launch there.

Question 49

What if my item is running late or hasn't arrived?

Accepted Answer

Check the tracking on your booking and message the lender - most delays are a day in transit. If it isn't going to make your start date, contact support straight away: if the lender didn't dispatch in time we cancel the booking and refund you in full, and if it arrives late we review the booking with both of you. For a time-critical event, allow a buffer day and have a backup plan.

Question 50

My return date is a Sunday or public holiday. When do I post it back?

Accepted Answer

Lodge it on the next business day - that's on time. Your return date is the last day of your rental; if Australia Post is closed that day, post it the next business day and let the lender know in messages. Late fees can't start before then, and the lender's return buffer covers the transit days.

Question 51

Can I change my delivery address after booking?

Accepted Answer

For Express Post, message the lender as soon as you can - if they haven't posted yet, they'll send to the new address. Once it's on its way, redirect the parcel through Australia Post's tracking. For pickup, just agree the new spot in messages. For Ourfit Direct, tell us in the booking before the driver is booked; once a driver is booked, a change may mean cancelling and rebooking the delivery.

Question 52

Can I cancel my booking?

Accepted Answer

Yes. Before the lender accepts, cancel your request at no charge - the hold on your card is released and nothing is taken. Once a booking is confirmed, you can still cancel it from the booking any time before the lender posts or hands over the item, and you're refunded in full. Once the item is on its way you can't cancel - if something's wrong, raise an issue through the booking instead.

Question 53

Can I reschedule my booking?

Accepted Answer

Not directly - date changes aren't available yet. Before the lender accepts, cancel your request and submit a new one with different dates. Once confirmed, you can cancel from the booking any time before the item is posted or handed over, then request again.

Question 54

Do lenders ever cancel bookings?

Accepted Answer

Rarely. If a lender can't fulfil a confirmed booking (for example, the piece is damaged), they cancel from the booking before posting and you receive a full refund of everything you paid. Cancellations are recorded, and we follow up with lenders who cancel often.

Question 55

Who is responsible for cleaning?

Accepted Answer

The lender. Send it back unwashed - don't wash, iron or dry-clean it yourself. Cleaning between rentals is the lender's job and their cost, and a well-meant home wash is one of the easier ways to damage a piece.

Question 56

What if the item arrives dirty or smells?

Accepted Answer

As soon as it arrives, open the booking and tap "Report an issue with this booking", then choose "The item isn't as described". That raises a dispute the lender has to respond to and can lead to a partial or full refund. Do it promptly - within 24 hours - while you still have the item to photograph as evidence.

Question 57

What if I damage the item during my rental?

Accepted Answer

You should notify the lender and Ourfit immediately. If the garment can be repaired, you are responsible for the repair cost. If it is damaged beyond repair or lost, you can be charged up to the cap shown when you saved your card.

Question 58

If a renter is charged for damage, what do I receive as the lender?

Accepted Answer

The amount agreed or decided in the claim, up to the booking's cap, less the Stripe processing fee - the same at-cost fee that comes out of every payout. It lands on your next payout once the renter's card is charged. All of it depends on that card being chargeable: we recover from it up to the cap, we don't insure pieces, and we don't cover a shortfall ourselves. Where it can't be charged in one go we may take the rest over time and pass it on as it comes in, and anything still unpaid can be referred to you or a collections agency.

Question 59

What if the renter's card can't be charged?

Accepted Answer

We tell you straight away. We attempt the approved amount on the renter's saved card; if it can't be charged in full, the renter can settle the balance with us, and any unpaid amount can be referred to you and/or a collections agency. On request we'll give you the renter's name, contact details, delivery address and whether they verified their ID so you can pursue it yourself - never their identity documents. Ourfit doesn't insure pieces or cover the shortfall, so always record an RRP and consider your own insurance for high-value pieces. This process is new and we collect feedback from every claim to make it better - tell us how it went.

Question 60

My piece is vintage or hand-made and has no RRP. Am I still covered?

Accepted Answer

Yes. Where there's no RRP recorded, the cap is five times the piece's 4-day rental price, up to $1,500 - and the renter sees that figure before they save their card. It's deliberately conservative, so if you know what a piece is worth to replace, record it as the RRP and your cover rises to that amount. Set it before you accept a booking: the cap is locked in when the renter authorises, and editing the listing later doesn't change a booking already in flight.

Question 61

What happens if the garment is returned late?

Accepted Answer

Please return items on time. If you're late, you can be charged a reasonable late fee for each day (or part day) the item is overdue - never more than the booking's cap. After 7 days past the agreed return date the item is treated as not returned, and the charge can reach the full cap, less any late fees already charged. Late returns also affect your account standing and future booking ability. If you can't return on time, contact the lender and Ourfit support immediately.

Question 62

Is there a security deposit?

Accepted Answer

No. Nothing is held upfront and no deposit is taken. You save a card when you book, and it can only be charged if the lender raises a claim for damage, a late return or a piece that never came back - and only after you've agreed to that claim or it's been decided through the dispute process. You're told before any charge goes through, and it can never exceed the cap you were shown at checkout. If the card can't cover it in one go, we may take the rest in smaller amounts over time, always with a message each time, and you can settle the balance yourself at any point. Anything unpaid can be referred to the lender or a collections agency, and a piece that's never returned can be treated as suspected theft. Anything beyond the cap is still your responsibility under the Terms.

Question 63

How much can I be charged if something goes wrong?

Accepted Answer

Never more than the cap we show you when you save your card - that number is on screen before you agree to anything. Where the listing has a recommended retail price (RRP), the cap is that RRP. Some pieces genuinely don't have one - vintage, hand-made and one-off items - and for those the cap is five times the piece's 4-day rental price, up to $1,500, shown to you in the same place. The cap is locked in the moment you authorise: if the lender edits their listing afterwards, that cannot raise the amount you agreed to.

Question 64

What happens if a damage or late-return claim is raised against me?

Accepted Answer

The lender raises a claim with photos and a written reason, and you're notified. You then have 5 days to respond to each claim - accept it, counter, or contest it with your own evidence - with reminders 72 and 24 hours before the deadline. If you don't respond in time, the claim can be treated as accepted at the amount requested (up to the cap), so it's important to reply. If you and the lender don't agree, an Ourfit reviewer decides based on the evidence from both sides. You keep your right to dispute a charge with your bank, and your rights under Australian Consumer Law are unaffected.

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