Renter guide
Renting with Encore Atelier
Everything you need to know before, during and after your rental.
Step by step
i.
Find your piece
Browse by occasion, collection or piece type. Use the numbered filters to narrow by size, colour, price and whether a piece can be rented or bought.
ii.
Pick your dates
Choose at least 3 days. Check the lender's measurements against your own, and read the condition notes and photos.
iii.
Request to rent
Choose how you'll get it at checkout. The lender replies within 24 hours and you are not charged until they accept.
iv.
Receive and check
Photograph the piece when it arrives. If something is wrong, message the lender within 24 hours.
v.
Wear it
Enjoy the occasion. Please don't wash or dry clean the piece, the lender takes care of that.
vi.
Send it back
Buy a tracked label and post it on your final day, packed securely with a return address on the parcel. Photograph your receipt and add the tracking number to your booking.
What it costs
The price you see on a piece is the daily rental price. At checkout we add the fees and any postage, and you always see the total before you pay. In-person exchanges have no postage cost.
Full details of our fees are in the Terms and conditions.
Cancellations at a glance
i.
Before it's accepted
Cancel for free. Your payment is released straight away.
ii.
10 or more days before
Full refund of the rental price and protection fee. The service fee is not refunded.
iii.
10 days to 72 hours
A 30% fee, paid to the lender. You get 70% back.
iv.
Under 72 hours
The lender decides. If they agree you pay 50% and get 50% back as Credits to use within 30 days.
Fit and Credits
If your rental doesn't fit, you can request a potential refund from the lender in Credits. Photograph the fit and message the lender within 24 hours of it arriving. How Credits work
Good to know
Can I buy a piece?+
Some lenders and vintage stores also sell their pieces. Look for the Buy option on the item page. A piece that has been bought comes off rental.
What if I return it late?+
Late returns are charged a daily fee, so the next renter isn't let down. Message the lender if you are running late.
What if it arrives dirty or damaged?+
Photograph it within 24 hours and message the lender. The photos on the listing and your arrival photos are the record.
Can I pay the lender directly?+
Please don't. Payments made outside Encore Atelier aren't protected and break our Terms. Read why.
Am I responsible if it gets lost on the way back?+
Yes, until it safely reaches the lender. We recommend insuring your return for the piece's full retail price, which you can see on the listing. Keep your receipt and tracking number.
What if I don't return it?+
A late return can be charged a daily fee. If there is no tracking number after 7 days, the piece is marked as not returned and your saved card is charged. See the full timeline.
Who do I contact if something goes wrong?+
Message the lender first. If you can't resolve it, contact us from the Help centre and we'll step in.