FAQ

Is lending out my items safe?

We have taken several steps in making sure that we can confidently say: YES, it is safe.

The required FaceTime interview allows us to make aware potential community members of our penalty fees in case of damage, late return, or loss (feel free to study up on them here). We also take this time to inform that we are not shy about removing anyone from the community.

Once part of the Tulerie community, all users are required to securely perform a digital ID and selfie verification via the app with our payment partner Stripe. 

As a lender, you have the freedom via messaging in the app to ask questions about how your lended item may be used or just get to know the borrower. 

Tulerie pays close attention to each transaction happening to make sure everyone is abiding by the Terms. If we have any doubts, we will reach out to one or both parties.  

Additionally, we rely on our community to monitor one another. If you have any uneasy feelings or believe someone may be untrustworthy, we ask that you let us know immediately by emailing support@tulerie.com.

How do I list my items?

We've made it very easy for you. Click 'Add a Listing' on the front page of the app then we will guide you through 5 simple steps.

Is there a fee to join Tulerie?

Tulerie is a movement and we don’t want anything holding you back. Because of that, Tulerie is free to join. We charge a 24% lending fee per transaction.

How do I know if I have a rental request?

You will receive a notification in the app and we'll also email you. You'll have 24 hours to approve the request within the app.

Who is responsible for the dry cleaning?

The Lender is responsible for ensuring the item is clean and ready to wear upon delivery to a Borrower. Once a borrowed item is returned, the Lender is responsible for cleaning the item. Please be kind to the earth and dry clean items sustainably.

What are cleaning fees?

The Lender is responsible for dry cleaning their items between users. Cleaning fees are determined by the Lender and included in the final rental price.

When do I get paid?

After the rental period is over, Tulerie funds will deposit into your account.

What are Tulerie funds?

Tulerie funds are your earnings from pieces loaned to members of the community. Funds can be used toward rentals and purchases of your own or cashed out monthly.

How should I ship my items?

Select a parcel that can be used for round trip shipping. Sustainability is a founding principal of ours so we suggest using a box you already have. Pack the item using reusable garment bags, dust bags, and hangers - go plastic-less where possible. Be sure to include the return shipping label inside your packaging.

How will I know when to ship an item that's been borrowed from me?

We will prompt you on the shipping date via email, so ensure our emails don't end up in your spam folder. Otherwise, you can always view the timeline under My Transactions.

How do I receive a shipping label?

Click the Reprint Label button within the Rental Summary page to print both shipping labels - one for the Lender to put on the box, and the other for the Borrower to return the items. Put the Borrower’s label inside the box to make it easy for them to return the piece back to you.

What should I do if my item comes back damaged?

Report any damage within 24 hours of delivery by emailing support@tulerie.com, and letting the Borrower know in the messenger. We handle each scenario on a case-by-case basis and work with both the Lender and Borrower to pay for damages or replace items. Tulerie is not responsible for any damages. See our Policies for more information.

How can I cancel an item request?

As a Lender, you can cancel a request from the Lending page of the app. Cancellations made within 7 days of the start date are subject to a fee.

Any additional questions?

You can contact us at any time at support@tulerie.com. We would be happy to help with any other questions you might have!

How long can I rent an item?

The Lender can choose to loan their pieces for 4, 10, or 20 days. Each item will be noted with the allowed loan time. The first borrow day is delivery date; your shipment can arrive as late as 8pm. The item needs to be returned on the last day of the rental period by noon.

Is there a fee to join Tulerie?

Tulerie is a movement and we don’t want anything holding you back. Because of that, Tulerie is free to join. You only pay the rental fee of your borrow.

When do I get charged?

Once the Lender accepts the Borrower's request, the Borrower's card will be charged for the entire amount. Whether the request is two days or two months away, Tulerie holds payment to give both parties time to make sure that everything is as expected.

How much does shipping cost?

The cost of roundtrip shipping is built into the rental price you see.

How do I receive a shipping label?

The Lender should include the return label in the box when you receive the item. If not, click the Reprint Label button within the Rental Summary in the app to print the shipping label.

Do you ship internationally?

No. We only ship orders within the continental U.S. Orders must also be returned from within the U.S.

How can I cancel an item request?

As a Borrower, you may cancel a request from the Borrowing page of the app. Cancellations made within 7 days of the start date of the borrow are subject to a fee. See our Policies for additional information.

What if my borrow does not fit or is not as described?

We require notification and return of the item within 24 hours of delivery. Email support@tulerie.com to let us know and inform the lender via messaging in the app. Once the item is returned, you will receive a Tulerie credit for the rental fee less shipping cost. These Tulerie credits have no expiration date and cannot be cashed out.

What if I accidentally stain or damage an item?

Reach out to the lender via messaging in the app and let them know. We understand normal wear and tear may happen, including removable stains with proper cleaning, minor snags, missing beads, stuck zippers, and other minor damage. If you return a damaged product beyond normal wear and tear, you will incur additional fees. Please see our Policies section for more information.

Do I need to clean the item?

No, you do not. The Lender is responsible for cleaning items after each Borrower's use. If you receive an item that doesn't seem laundered, please immediately get in touch with us.

What is the cleaning fee?

Cleaning fees are determined by the Lender and included in the final rental price.

Why is my payment information asked for twice?

All users must provide a debit card or bank account to receive payments from lending. To borrow, you must provide a credit card to pay for rental transactions, fees, or damages.

Can I purchase an item I'm borrowing?

Yes! We offer a Rent-to-Buy option, which will allow you to keep the piece you've borrowed rather than sending it back to the Lender - if they're willing to part with it. Or you can skip the rental part and decide to buy!

Any additional questions?

You can contact us at any time at support@tulerie.com. We would be happy to help with any other questions you might have!

Cancellations

We understand that plans can change and you may decide to cancel a request. However, that means the item hasn't been available to the rest of the community, so here is how we handle cancellations:

If the Borrower cancels fourteen (14) days or more before the borrow date, the Borrower will be refunded 100% of the item rental fee.
If the Borrower cancels fewer than fourteen (14) days but more than seven (7) days, the Borrower will be refunded 50% of the item rental fee.
If the Borrower cancels less than seven (7) days before the borrow date, the Borrower will not be refunded for any amount of the item rental fee.

We hold the Lender accountable to the same standards, so they can't cancel last minute on the Borrower. As a Borrower, you will always receive a 100% refund if your item is canceled. As a Lender, if you cancel a request in seven (7) or fewer days from the borrow date, you will be charged a $25 cancellation fee. If the Lender late cancels three times or more, we will suspend the Lender's account.

Fit Returns

Once you receive an item, you'll have 24 hours to report a fit issue. After you report the problem, you'll have to send that piece back to the owner within the same 24 hour period. Assuming the item hasn't been worn, we'll issue a refund of the rental fee minus the shipping.

Late Fees

We will charge the Borrower a late fee of $50 for each day an item is returned late, plus the average daily rental fee for that particular rental period (not to exceed 200% of the item's value). If the item is not returned after one week, we will charge the Borrower 200% of the item's current value, as deemed by Tulerie.

Refunds

If you borrow a Product and it is not as described, you may receive a refund if you notify the Lender and return the item within 24 hours of receiving it (excluding Sundays and holidays). Once the Lender confirms receipt of the product, Tulerie will issue a refund, as long as the product, at the Lender's discretion, has not been worn.

User Conduct

We take great pride in our community and want you to as well. This is the main reason we have an invite-only structure and why reviews are required after each transaction from both the Borrower and Lender. Like you, we want to know our possessions are in good hands, which is why we created three strikes and you're out policy, removing you from the Tulerie community. Strikes can include repeat offenses like damaging items, late returns, canceling requests, lending items not up to our standards, and anything else we deem offensive that would make us not want to do business with you.