FAQs

Why do I need an ID to make an account?
Verification is a big part of Rotation. It allows our sellers & lenders as well as our buyers & renters, to know they can trust the person on the other end. Safety & transparency is key for peace of mind, so you can relax and enjoy the experience.
We will also verify your phone number as part of the process, with a code sent to you via text.

Why should I choose Rotation over other preloved clothing platforms?
Because it’s the best! In all seriousness though, we believe it is. After all, that’s why we started Rotation because we wanted to make renting, buying & selling preloved way easier than it currently is.
Rotation is the only fashion platform that covers it all (buy, sell, rent, and consignment) in an easy peasy way. So you can enjoy the scroll as much as the end result.

How do the reviews work?
At the end of your rental period or purchase you’ll be sent an email asking to leave a review for the lender, renter, seller or buyer. These reviews are compulsory and have to be completed before you can continue using Rotation. Why? Because then everyone has peace of mind that their experience will be a great one.

Help! I can’t log in to my account.
Don’t fret, you’ll be back to Rotating in no time. If you’ve forgotten your password, click the “sign in” button and click “forgot my password”. You’ll be sent a secure link to the email address you used to sign up for your account that will take you to reset your password.
You can also try clearing your cookies and starting the login attempt again. If you have any troubles email us on ___________

Help! I can’t log in to my account.
Don’t fret, you’ll be back to Rotating in no time. If you’ve forgotten your password, click the “sign in” button and click “forgot my password”. You’ll be sent a secure link to the email address you used to sign up for your account that will take you to reset your password.

How do I activate my account?
After you’ve signed up you will receive an email with a link to activate your account. Check your spam folder too.

How do I delete my account?
Go to your profile settings and under ‘manage account’ you’ll find the button ‘delete my account.’

How do I put my designer dresses up for rent?
We have a whole webpage on this to help you through the process. Head over to our consignment page to get started.

What happens if a rental is returned damaged?
All of our renters are expected to treat your items as the beautiful pieces they are. That’s one of the reasons we ask for verification, as well as have a rental agreement to prevent any rental dramas. However accidents happen so we have a plan for that too. Renters are responsible for paying any repair or replacement costs if needed. And don’t forget, all renters and lenders will be reviewed as part of their experience, which is an added incentive for everyone to live up to their promises.

I have my own rental clothing store. Can I still put my rentals on Rotation?
Short answer - yes, please do! Long answer - as rental company founders we know how hard it can be to market your outfits & organise your booking calendar. We want to make that easy for you through Rotation.

Do I wash my rental before returning it?
Please don’t attempt to wash the rental garment yourself. Leave it to us, it’s part of our service. We understand accidents happen (red wine spills anyone?) so just let us know upon returning so we can use the right treatment to get it out.

I accidentally damaged my rental. What do I do?
Accidents happen. However as the renter you are responsible for the item once it arrives at your house. If you damage it beyond repair, or lose your rental, you will be charged a replacement fee. Most replacement fees are based on retail value, but for vintage or rare items they may be worth more.
Get in touch straight away if something has happened, and we can help you sort it out. Email us on __________

What if I decide I want my consignment dress back?
That’s totally doable! We do recommend you keep any consignment items up and running for at last 2 months to get some traction, but if you ever decide you want them back in your wardrobe just let us know. We’ll sort out the rest.

What is consignment?
Consignment is essentially renting out your own garments, without stress. It’s like side-hustle without the hustle. We have a whole page here explaining all things consignment and how to get started.

What happens if my rental arrives late?
Sometimes postage delays can happen. If your item arrives after your start date, please chat with your lender to see if:
- You can keep the item for an additional number of days, to fulfilling your full rental period
- You can send the item back on your rental end date, receiving a refund for the day(s) missed
- You can receive a full refund as it arrived after the occasion you rented it for.
If you have any issues, please contact us on ________

Why is shipping included in the total?
To make it easier for everyone. It means shoppers know the full price so aren’t going to be put off when they get to shipping info, making it more likely for you to sell.

I’ve sold an item, when do I get paid?
You get paid either 24hours after your courier tracking marks your item as ‘delivered’ or when the buyer marks it as ‘received’.

How do I message the seller/buyer?
As the buyer you’ll find the message option under ‘my purchases’ and as the seller you’ll find the message option under ‘sold items’. If you can’t get hold of them or haven’t heard back after a reasonable period, please email us on __________.

I received unfair feedback in my review. How do I dispute this?

How do I book a courier?
We have a ‘book a courier’ option when you sell an item. This gives you an estimate cost for the shipping based on the size and weight of the package you input. Once you’ve paid you’ll receive a code that you need to write on your package for tracking. The courier will come and collect it from where you’ve specified. Easy!

There's an issue with my purchase. What do I do?
First contact the buyer. If that doesn’t resolve the issue please email us on [email] with the subject line ‘dispute’ and in the email include a detailed account of what’s happened.

What is the Laybuy service fee for?
We use Laybuy - a payment portal that allows you to get your purchase no but spread the costs over 6 weeks through automatic payments. There is a one-off 4.95% service fee for buyers and included in the total payment price.

What are the fees involved with selling through Rotation?

What is Purchase protection?
Purchase protection is a Rotation protection for buyers, it means if you receive your goods and aren’t happy we can help you. Purchase protection is valid for 7 days after your courier is marked as delivered.

What is damage protection?
Damage protection is an optional addition when you’re renting an item. It covers you for any minor damage such as small rips & stains up to $250 per rented item. It doesn’t cover you for loss, late returns, or irreparable damage.