How can we help?

Something's gone wrong

What to do first, what to send and by when, when a rental doesn't go to plan.

• It arrived damaged, dirty or not as describedPhotograph it, message the lender, and raise it from the booking within 24 hours of it arriving. You can claim a refund up to what you paid for the rental.
• It doesn't fitTry it on the day it arrives. If it isn't the size the listing says, raise it from the booking within 24 hours. If it's the listed size, start with the lender.
• My parcel hasn't arrivedCheck the tracking and message the lender. If it was never posted, cancel or raise it for a full refund. If it was posted and never came, raise it from the booking.
• The pickup didn't happenMessage the other person first. If they didn't turn up or respond, report it from the booking, from the rental's first day. Our team reviews it and decides any refund.
• I'm going to be late returning itYou can't extend a rental, so message the lender now and send it back as soon as you can. The lender can raise a late return charge, and after 7 days a piece is treated as not returned.
• The renter hasn't sent it backSend a nudge from Bookings first. If it still isn't coming, raise it from the booking. A piece that isn't back 7 days after the return date is treated as not returned.
• It came back damagedMark it received, check it straight away, and raise a damage claim from the booking within 2 days, with at least 2 photos. The renter has 5 days to respond.
• I was charged and I don't think I should have beenCheck whether it's a hold, the rental or a claim. If a payment didn't go through, you have 24 hours to fix it from the booking. If it still looks wrong, contact Ourfit from the booking.
• The lender cancelled on meYou get a full refund of everything you paid, automatically. The booking points you to pieces you can rent instead, including pickup options that may still reach you in time.
• Someone asked me to pay outside OurfitDon't pay or book anywhere else. Report the conversation from its Safety options, and keep everything on Ourfit so your rental stays covered.

Renting

Finding a piece, booking it, getting it and sending it back.

• How renting worksFind a piece, ask for your dates, and you're only charged if the lender accepts. Wear it, then send it back by your return date.
• Find a pieceSearch by what you want, then narrow it down by your dates, size, brand, delivery and more, so you only see what you can actually rent.
• Looking forThe sizes and pieces you've asked for, in one list, and how to ask for something new.
• Request to rent and payPick your dates and how you'll get it, check the total, and authorise your card. You're only charged if the lender accepts.
• Getting itExpress Post pieces arrive by your first day, with tracking on the booking. Pickup pieces you collect in person at a time you agree on the booking.
• Wearing it and sending it backWear it as you normally would, then post it back in the prepaid satchel or hand it back in person by your return date.
• Your bookingsEvery rental you've asked for or have on, what stage it's at, and everything you can do with it, from messaging the lender to cancelling.

Lending your wardrobe

Earning from the pieces you own: listing, requests, posting and payouts.

• How lending worksList pieces from your own wardrobe, answer requests, post them out clean and on time, and get paid once they're back.
• Become a lenderLending opens by request while we launch. Tell us what you'd lend, keep adding pieces, and your wardrobe goes live once you're accepted and set up.
• List a pieceAdd a piece from your wardrobe in five short steps. It's listed once you're accepted to lend, after a quick check.
• Answer requests and postAccept or decline each request within 2 days, then post it out with tracking and a return satchel, and mark it received when it's back.
• Getting paidYour earnings go to your bank through Stripe once a rental is complete. See what's still to come and every payout under Transactions.
• Lending settingsHow you lend, in one place. Anything you haven't changed uses Ourfit's default.
• Take a break or a holidayGoing away? Schedule a break and no one can book your pieces for those dates. Your listings stay live.

Your account and safety

Signing in, verifying your identity, cancellations, damage and disputes.

• Your account and notificationsYour public profile, personal details, addresses, sign-in and the messages we send you, all under Account settings.
• Verify your identityConfirm who you are with a photo ID and a selfie. Every lender verifies before their pieces go live. For renters it's optional, and lenders can see it.
• Cancellations and refundsWithdraw a request any time before the lender answers. Cancel a confirmed booking until it's posted, and the refund goes back to your card.
• Damage and disputesIf something goes wrong with a rental, either side raises it from the booking. The other side has 5 days to accept, counter or contest, and Ourfit decides if you can't agree.
• ReviewsAfter a rental, renter and lender review each other. Neither sees the other's review until both are in or the window closes.

About Ourfit

Who can use Ourfit, where it works, and how it keeps rentals safe.

• What is OurfitA place to rent clothing from other people's wardrobes and from rental businesses, all in one place, and to earn from your own wardrobe if you'd like to.
• Who can use OurfitAnyone 18 or over in Australia can rent. Lending opens by request, and lenders need an Australian bank account for payouts. One account is one person.
• Safety and trustThe standards everyone agrees to, how to report a piece or a person, and how a card on file and the cap protect both sides without a deposit or insurance.
• Your privacyWho sees your name and address and when, what stays with Stripe, how location and the map work, and what we keep. We don't sell your personal information.

Common questions

• What is Ourfit?
• Are the items new or used?
• Where can I find your Terms & Conditions and Privacy Policy?
• Who can use Ourfit?
• How does the booking process work?
• When is my booking confirmed?
• How do I pay?
• Is there a service fee for renters?
• What if the lender declines my booking request?
• Can I change rental dates after a booking is confirmed?
• Do shipping days count toward the rental period?
• What if the lender accepts my request but doesn't ship the item?
• What if the item doesn't fit me?
• How long can I rent for?
• Can I request more than one piece for the same dates?
• Why hasn't the lender responded to my request?
• The piece I want isn't available for my dates. What can I do?
• Can I try it on before I rent?
• Can I extend my rental?
• Can I pay with Afterpay or PayPal?
• How do I message a lender?
• What can I list on Ourfit?
• How do I photograph my item?
• Do I need to include a return satchel?
• Can I accept more than one booking for the same dates?
• Can I set my own price?
• How and when do I get paid?
• How do I start lending?
• Why is lending by request?
• Is there a limit to how many items I can list?
• How should I price my pieces?
• Can I list high-value pieces?
• How do I manage my availability?
• Can I take a break from lending?
• Can I lend from anywhere in Australia?
• Do I have to pay tax on what I earn?
• How do sizes work when I list?
• What delivery options are available?
• What is Ourfit Direct?
• How does pickup work?
• When will my item arrive?
• How do I return the item?
• What if the lender doesn't include a return satchel?
• What happens if I lose or damage the return satchel?
• What if the tracking shows 'delivered' but I didn't receive the package?
• What if my item is lost in transit?
• Where does Ourfit deliver?
• What if my item is running late or hasn't arrived?
• My return date is a Sunday or public holiday. When do I post it back?
• Can I change my delivery address after booking?
• Can I cancel my booking?
• Can I reschedule my booking?
• Do lenders ever cancel bookings?
• Who is responsible for cleaning?
• What if the item arrives dirty or smells?
• What if I damage the item during my rental?
• If a renter is charged for damage, what do I receive as the lender?
• What if the renter's card can't be charged?
• My piece is vintage or hand-made and has no RRP. Am I still covered?
• What happens if the garment is returned late?
• Is there a security deposit?
• How much can I be charged if something goes wrong?
• What happens if a damage or late-return claim is raised against me?
• How should I document the item's condition?
• What if my item isn't returned?
• What if a renter isn't responding?
• Why do I need to verify my identity?
• Is my personal data secure?
• How do I update my payment or banking details?
• How do I delete my account?
• Can I share my account with someone else?
• What texts and emails will I get, and how do I stop them?
• What do you collect, and do you sell it?
• How does Ourfit know where I am, and what shows on the map?
• What happens to the photo I upload to virtual try-on?
• Who can see my name, address and phone number?
• Can I contact other users outside the platform?
• What are the community standards?
• How do I report a user or listing?
• How does the rating system work?
• What if I suspect a listed item is counterfeit?
• Does Ourfit offer insurance?
• Can I sell my items on Ourfit?
• How much does Ourfit cost?
• What happens if a lender repeatedly provides poor service or poor quality items?