What is considered "Damage?"
“Damage” is defined in the table below:
These are considered “Damage” | These are not considered “Damage” |
Large, noticeable, irremovable stains | Small, washable stains, including deodorant marks and slight stains on the bottom of long dresses |
Large rips/tears (.5” or greater) | Small snags/beading/pilling/holes (less than .5”) |
Major deformities of the item | Natural stretching of the item, creasing, and wrinkles |
Major damage or significant scuffing on shoes | Dirty soles or small scuffs resulting from ordinary use |
Missing items originally sent with the item, including accessories, embellishments, insoles, laces, ties, clasps, or straps | Removing the tag from a new clothing item |
What is considered "Not as Described?"
“Not as Described” means any of the following:
(1) the item comes Damaged and the Damage is not specified in the item’s listing;
(2) the item is counterfeit;
(3) the item is not clean;
(4) the size is different than what is specified in the listing;
(5) the item was tailored, altered, or hemmed without disclosure in the listing.
What if a renter returns an item to me with new damage?
Customers are fully liable for cleaning, repairs, or replacement of Damaged items (defined above).
Replacement cost of the item is the item's current market value. Celeb shall determine this value by evaluating comparable items available for sale.
Condition photos should be taken by each party and uploaded to the Reservation before shipping and after receiving the item to clearly identify item condition before and after the rental.
If a Curator receives a damaged item after a rental, they should immediately document the damage in condition photos, upload them to the Reservation, and begin reconciling the issue with the Celeb who rented the item.
Damage claims should be initiated within 24 hours after receipt of the damaged item.
Curators may request payment for damage or replacement via the Reservation. If the invoice is disputed, or if it is not paid within 72 hours, the invoice will be escalated to Celeb Support for resolution.
Celeb adds a 3% transaction fee to all damage invoices, payable by the renter, to cover credit card processing.
What if I rent or buy an item that's damaged or not as described?
You can request a refund from the Curator in the item's Reservation. You will be asked to specify the reason for the refund (Damage, Not as Described, or Other), and the Curator will have the option to grant the refund.
Curators have the ability to issue full and partial refunds to the renter/buyer of an item for any issues.
If an item is Damaged or Not as Described, please submit the refund request within 12 hours of receiving the item. Even if the Curator rejects or does not respond to the refund, we will review it and process a full refund if:
(1) the issue meets the criteria laid out in this Article,
(2) the issue is clearly documented in the condition photos, and
(3) the item is returned in the time specified by support.
What if I damage an item while I'm renting it?
If you damage an item while renting it, be honest and communicate with the Curator! Everyone understands that accidents happen, and it's best to address the issue promptly—the Curator is going to find out eventually!
Curators may have specific cleaning instructions for the item—many items are delicate and require special care, so get the Curator's consent before attempting to clean or repair the item!
You are liable for the cost of repairing or cleaning Damaged Items, and if the item is not repairable, you are 100% liable for the replacement cost of the item. Curators may request payment for damage or replacement via the Orders page. If you dispute it, or do not pay it within 72 hours, the invoice will be escalated to Celeb Support for resolution.
Celeb adds a 3% transaction fee to all damage invoices, payable by the renter, to cover credit card processing.