FAQ Rotaro Rental

First of all, howdy! Thanks for finding your way to us. Here are some quick A’s to all your frequently asked Q’s. If you can’t find what you need, hit us up via the chat on the bottom right.

How Do I Rent?

Easy. If you know how to shop online, you know how to Rotaro. Browse through, fall in love, select when you need it and for how long and that’s that. Into the basket is goes! Pay for your garment, and she (yes, she) will be with you the next day. Plus, if you live in London we can get it to you on the same day if you order by 4pm.

How soon can I get my outfit?

In a perfect world, we would be able to teleport garments to you whenever you need them - but while we wait for someone to invent time travel, we’re still dependant on the mailman. That said, we have Same Day delivery available in London (for a small fee) or Next Day Delivery across the UK as standard, unless of course you've rented for a future date and then it will arrive on the day you selected.

How long can I rent for?

Minimum of 4 days, maximum of 14 (for when you need your Rotaro rentals to come on holiday with you to Barbados… can we come with you, btw?)

How do I return my Rotaro garment?

We made this real simple: In your delivery bag you will find a pre-paid return mailing bag. When you’re ready to send off your garment, place it in the returns bag and drop it off at your nearest DPD Drop Point before 4pm.
Here’s a handy DPD Drop Point finder: https://www.dpd.co.uk/apps/shopfinder/
We ask that you also pop the delivery bag into the returns bag so we can make sure both get composed. Unless you have a compost, in which case you go Glen Coco!

Can I try things on, I'm worried about sizing?

Absolutely! You can add as many items as you want to your order, then send back the ones you don’t end up wearing. As long as the Rotaro tag is attached and has not been tampered with, we’ll refund you for that item minus £5 for the return shipping.

What if both items don't fit?

Don't worry, we’ve got you. Just get in touch with us and we’ll try to find you something else and get it to you ASAP. You can then return the items that don't fit the next day.

How do I know the items will arrive in time?

We’re big on punctuality and speed. We offer next day delivery in the United Kingdom and same-day delivery in London if you order by 4pm. We do recommend that you order two days before the date you will need it so that you have peace of mind, and so we can get you an alternative if it doesn't fit well.

What sizes do you stock?

We carry sizes 6 to 16. If you see a style in a size that is not yours but you would like us to stock it, let us know!

My rental period starts/ends on a Sunday or Bank Holiday, How do i post it back to you/recieve it?

In a perfect world, we would be able to teleport garments to you whenever you need them - but while we wait for someone to invent time travel, we’re still dependant on the mailman. Because the mailman doesn’t work on Sundays and Bank Holidays, we cannot deliver on those days. If you need your item for a Sunday evening, we suggest starting your rental on the Friday or Saturday to be 100% sure your garment will arrive on time.

If your rental ends on a Sunday, just return it to your DPD drop point as normal before 4pm, as most of them are open on Sundays.

Here’s a handy DPD Drop Point finder: https://www.dpd.co.uk/apps/shopfinder/

Can I rent more than one piece at a time?

Absolutely! We encourage you to rent as many items as you’d like (our items and looks are curated by top stylists, after all). Many of our clients rent 4 or 5 looks to take on holiday with them, for instance.

What if I damage my rental item?

Short answer: Don’t sweat the stains. We’ve all had that red wine spill that causes your heart to skip a beat.
We ask that you live your best life in our garments, but treat them like you’ve borrowed them from a close friend. Included in the rental price is a small insurance fee for minor damage (small repairable tears, stains and stuck zips etc), however the item is damaged beyond repair we will have to charge you the market value of the item.

Do I need to clean the items before i send them back?

PLEASE DO NOT ATTEMPT TO CLEAN/REPAIR ITEMS YOURSELF!

Sorry about the all-caps but this is a big thing for us. Our incredible laundering and repairs team handle all of the cleaning a pressing of the garments, making them look as good as new. The thing is, they can only do that if they’re ‘first at the scene’ of any spillages and/or damage.

What if I lose my rental?

We care a lot about our garments (we talk to them sometimes… they are yet to talk back), so in the case of outright loss of a garment, we will unfortunately have to charge the full market value.

Can I cancel a rental?

Once it’s been dispatched we unfortunately can’t stop it. However, if you have made a reservation for the future please contact us to cancel on info@rotaro.co.uk and we’ll see what we can do!

What happens if I return an item late?

Remember the original Netflix? It’s like that. If you return an item late, you will incur a £35 per day late fee.
To avoid this, return items to us no later than the date that is specified in your order sheet, as someone else might have rented it right after you.

Why are you using plastic bags to deliver the items?

Aha! We fooled you! The bags that look like plastic are actually made from corn starch and are 100% biodegradable and compostable. That’s why we ask that you include your delivery bag in your returns bag, and recycle the tissue paper the item is wrapped in.
We are however always looking to improve, so we are working on kicking the ‘single-use’ thing altogether in 2020 with multi-use packaging coming soon.

How can I contact you?

We love hearing from you, and are here to go above and beyond to solve any problem you may have. Here’s how to hit us up:

email: info@rotaro.co.uk
Phone/WhatsApp/SMS: +44 7710 598202
DM: @rotaro.uk on the ‘gram
Or, use the live chat bubble on the bottom right of our website.

I live outside the United Kingdom, Can I still rent from you?

Unfortunately not, we are looking to bring Rotaro to Europe in the future but for now, we can only post to the United Kingdom. I know, it sucks but we’re working hard to make it happen!

How are the clothes cleaned?

Our clothes are cleaned using a technique called wet-washing or hand-washing, both of which are far more eco-friendly and sustainable than dry-cleaning. Our team uses the most eco-friendly and suitable method to ensure that the items come to you in clean and perfect condition with much less damage to the environment.

Can I buy gift cards for Rotaro?

Yes, you can, simply contact us and we will be able to help you.

Can I keep an item longer?

We’re so pumped that you love your rental! Yes, if you wish to keep an item longer and someone else has not booked it after you, contact us and we will be able to help you extend your booking if its free.

I've fallen in love with an item i've rented, can I buy it from you?

First of all, we’re so glad you fell in love! We sell all of our pieces after our lovely renters have enjoyed them. Get in touch with us and we will see if we can sell it to you. Sometimes an item is new and cannot be sold yet (after all we are trying to solve the issue of fast fashion by creating a sharing service).

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