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We are a rental platform that allows you to loan items for 4, 10 or 16 days at a time. Browse the site and when you have found something you love, select your size, rental period and delivery date then add to bag.
When your items arrive we recommend you try them on as soon as possible and do not remove the CLOAN ribbon. Only remove the ribbon if you are happy with your items and are ready to wear. Please keep the box and tissue paper that your order came in.
On the last day of your rental period, simply arrange a collection with our courier partner DPD or take it to your nearest DPD drop off location.
You can make a booking up to one year in advance. We recommend booking your outfit as soon as possible to avoid any disappointment. Please note that due to the nature of rental, some items have to be taken out of stock due to maintenance issues or return delays. Sometimes this means we are unable to send you the item you have rented. On these rare occasions, you would be notified as soon as possible, refunded and given a complimentary rental of a substitute item.
No. We are not a peer-to-peer rental platform. We manage all the items and quality-control every rental (even the items owned by the creatives) so in that way we're not like most UK rental sites. Everything is stored, cleaned and sent out from our purpose-built facility. Our aim is to replicate the kind of thrill-factor - from browsing to unboxing - that you get with the luxury fashion ecommerce sites. So we only have items on CLOAN that belong to us or our creatives.
The day your rental ends is the day you have to send it back. If your rental ends on a Wednesday you must arrange a return collection or drop-off on Wednesday. We will then receive it the next day.
There will soon be a re-sale area on CLOAN where some pre-loaned items will be available to purchase.
All our items will arrive with a CLOAN ribbon attached - please only remove the ribbon if you have decided to keep your rental and are happy to wear it. Any items that are sent back with the ribbon removed will be considered worn and you may not be able to receive rental credit or an exchange. If you are unhappy with your order, or are looking to request rental credit or an exchange, please reach out to us via our contact form.
Lucky you! You have received a brand new item that has never been worn. Please remove any labels or tags but no do not remove the CLOAN ribbon from the garment unless you are happy to wear the item.
No. We take care of all of that for you. Professionally cleaning your items after you have rented them is included in the price of your rental and will be carried out by us before the items are rented out again. If you need to have the item/s cleaned during the duration of your rental period, they must be professionally dry cleaned and maintained to the standard you received them in.
No. If you need to have the item/s cleaned during the duration of your rental period, they must be professionally dry cleaned and maintained to the standard you received them in.
Using environmentally friendly cleaning methods is very important to CLOAN. All our garments are professionally dry cleaned in our warehouse, including eco-friendly ozone washing and ozone chambers which minimises the use of chemical cleaners. These powerful sanitisers remove odours, germs, bugs and 99.8% of viruses.
We recommend booking your rental to be delivered at least 2 days before your event date. If you are unsure on fit or sizing, then we would advise getting your order delivered even earlier so there is enough time to exchange if necessary.
We want you to to think of these items as your very own and expect you to look after them accordingly. But we understand that accidents happen. Which is why we recommend you take out our ‘peace of mind’ insurance on the item/s you rent. You will be given this option at checkout and it covers you for any reparable damages that occur during your rental. If an item is returned to us damaged and you have not taken out insurance, you will be liable to pay a repair fee.
In cases where an item is damaged beyond repair you will be charged replacement fee, which in some cases may be the full retail value of the item.
We reserve the right to review each case individually and we will investigate any damages before informing you of the next steps and of any charges.
Please note that we strongly advise from using body tape when wearing any items.
Our ‘peace of mind’ insurance is an additional charge that covers any repairable damage that occurs to your item/s during your rental period. It is optional but we strongly advice customers to take it out. Please note that it doesn’t cover against loss, theft or damage beyond repair.
If you do not wish to wear your item or it is unsuitable you can receive rental credit or an exchange. We do not offer refunds. Please return your rental via our courier partner DPD. The ribbon must still be attached to the item for it to be classed as unworn. If the item is returned without a ribbon attached it will be classed as worn and you may not be eligible for compensation. Rental credit expires in 6 months from the issue date.
Please note that we only give rental credit for one unworn item per order.
Don't worry. We’ve thought of that. Simply return it by 12pm the following Monday or the next working day if Monday is a Bank Holiday.
When items are returned late it can affect another customer's rental experience. To discourage late returns, we impose a late fee of £15 per day which will accrue until the item/s are returned. If after 30 days the item has still not been returned the item will be classed as lost/stolen and we will pursue replacement costs.
It’s not a mistake, it’s bonus. Lucky you. We often send items out as early as possible to give customers more time to try on their garments. Your original booking will not be impacted, your rental dates are still the same, and you will not be charged for the additional days you have the item/s.
Once your order has been shipped you will receive an email and text to let you know, which will include a link to track your order. You will also be able to find a link to your tracking information in the Orders section in your Account.
We currently ship UK wide, including the Channel Islands.
If you want to make any changes to your order please get in touch with us as soon as possible at firstname.lastname@example.org and we will do what we can to accommodate any changes.
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