Frequently asked questions 

How long do I have the item(s) for?

You get to borrow each item for 4 days from your rental start date. You may be able to borrow the items for longer, simply contact the lister directly via the Swished app to ask them if the item is available. 

On day 4 you must return the item(s) to the address provided.

 

How do I return the item(s)

Please return your item to the address provided to you in the Rentals section of your app. We highly recommend that you use a guaranteed next day service such as Royal Mail Special Delivery before 1pm so that the item is insured and the renter gets it back swiftly ready for their next rental. 

 

What if I change my mind about my rental and no longer want it?

In the first instance, contact the lister directly to ask them. If the lister and Swished agrees to process a refund request made 15 more days from your rental start date, you’ll be refunded onto your original payment method minus a small admin fee that covers the payment charges. 

If you cancel on or within 14 days of your rental start date, you will be charged £10 or 10% of the rental value, whichever is greater. 

If the lister has already posted the item, a refund may not be possible and this will be reviewed on a case by case basis as agreed by the lister. This is at the discretion of the lister, not Swished. 

Please note it can take a few days for your bank or credit card company to credit your refund. 

If you have taken out the optional insurance, these cost cannot be refunded in the event that a rental is cancelled.

 

Who pays for postage?

The cost of posting the item to you is included in the price of the rental, unless you want express delivery, which is an extra cost. You pay the cost of returning the item to the lister. Please ensure you get proof of postage when returning the item.

 

Can I buy the item(s)?

Many of our items are also available for sale. You can ask the lister directly in app and if they would like to sell and for how much.  

 

Why have I been asked to provide photo and address ID?

The safety of our community is our top priority, and so it's important that we know who is renting or listing an item. On some occasions therefore, we may ask you to provide us your ID to continue to use the Swished platform. All identification documents are stored security and once verified are permanently deleted. 

 

What happens if the item(s) gets lost or damaged?

Please look after the item(s) as if they were yours. If an item(s) gets accidentally lost, damaged, stolen or is badly stained, let the lister know right away and try and resolve it directly with them. You can also let Swished know and we will try our best to fix things. If we really can’t, we will ask you to pay the resale price or the cost of repair.

The exception to this is if we believe the item has been deliberately damaged. In these instances, we will charge your card up to 200% of the item's RRP to cover the cost of replacing the item for the lister and to cover lost rentals.

Swished reserves the right to charge your card for damage should you not be able to resolve it with the lister and we have to make a decision.  

 

What is 'Stress Free Renting'?

'Stress Free Renting' is an optional fee a renter can take out that will cover the cost of repairing an item up to the value of £100. This is not a financial product and will only be paid by Swished to its tailors or one agreed between the lister and renter in case of accidental damage that can be repaired. This will not cover any irreparable damage or lost or stolen items. 

 

What happens if I do not return my rental on time?

If for any reason you don’t manage to post the item on or before the rental end date, please let the lister know. Should the lister open a dispute, Swished reserves the right to charge your payment method for the extension and any additional fees that have been incurred as a result of Swished being asked to intervene.

 

What happens if the item(s) gets lost in the post?

Please ensure you get proof of postage so that should the item be lost in the post you can take it up with the delivery company. You are responsible for contacting the delivery company. If the item does not get returned to us, we will ask you to pay the resale price or the replacement cost whichever is less. Swished reserves the right to charge your payment method for these costs.

 

What happens if I don't return the item?

We really hope this never happens. But if you don't return the item - without the listers authority - Swished will charge your card 200% of the item's RRP to cover the cost of replacing the item and the lost rentals. 

Swished retains the right to charge any card including from subsequent rentals made on other cards and accounts associated with you to cover the cost of the unreturned item. If you do not return an item and book another, Swished may cancel your order but not refund the rental amount to cover the costs of the unreturned item. 

 

How are fees for damage, late returns, unreturned items and disputes charged?

Swished reserves the right to automatically charge your card for any fees following our investigation into any disputes on these matters between renters and listers. 

 

Who washes the item?

The owner of the item will wash it, please do not try to clean the item in any way - even if it is has stains or smells of perfume, simply return it to the address provided. 

 

What happens if the items arrives unclean or damaged and unable to be worn? 

Inspect your order upon receipt and contact the lister immediately on the day it arrives if there are any issues. As the items on Swished are rental items, they will not be brand new and may have some minor marks, or some sequins and jewels missing. This should be considered normal. Swished is here to help extend the life of clothes and enable everyone to have access to on trend beautiful items.

In some instances a zip may be difficult to use - which is normal on some items - and in these instances the lister can help resolve it easily.

If however, there is damage that means the item cannot be worn, or it is unclean, then you must in the first instance contact the lister directly and attempt to resolve the issues with them directly. 

If you are unable to agree a resolution with the lister, then you must contact Swished. To open a dispute you must:

• Contact Swished within 5 days of your rental period starting
• Show evidence you contacted the lister on the day you received the item reporting the issues
• Proof that you and the lister have not been able to agree a resolution
• Agree that Swished will attempt to mediate a resolution and that you agree to the decision that Swished makes on the outcome

We aim to acknowledge all disputes within 24 hours. The best way to contact us if you are unable to resolve a dispute is to email us at hello@swished.app sending an explanation of what happened and the evidence set-out above.

 

How do I get a refund?

If the lister and Swished agrees to process a refund where the refund request has been made 15 or more days before your rental start date, you’ll be refunded onto your original payment method minus a small admin fee that covers the payment charges applied by the payment provider. 

If you cancel on or within 14 days of your rental start date, you will be charged £10 or 10% of the rental value, whichever is greater. 

If the lister has already posted the item, a refund may not be possible and this will be reviewed on a case by case basis as agreed by the lister. This is at the discretion of the lister, not Swished. 

Please note it can take a few days for your bank or credit card company to credit your refund. 

If you have taken out the optional damage cover, these cost cannot be refunded in the event that a rental is cancelled.

Please also refer to our full refund policy which can be found on rentwithswished.com