FAQS

From where do you acquire the merchandise?

We acquire our Masculine and Feminine assortments from well-known luxury retailers and boutiques across the country to help you give your best looks without breaking your budget. All of our items are 100% authentic!

How long can I keep each item?

You can keep each item for 10 calendar days. Each item must be shipped, ie dropped off at a UPS location in its garment bag and have the accompanying return label scanned by UPS on or before the 10th day after delivery.

Can I place rentals in advance?

Yes, you can reserve items up to 30 days in advance by placing your order and then emailing us your order to let us know around what day(s) you want the order delivered.

How do I return the rental?

Each rental comes with a free return shipping label. Simply reuse the box in which the item was shipped to return at any UPS location.

What happens if I return an item late?

To ensure we can keep our inventory available for our customers, we do need you to return the item on or before the 10th day of having the garment in your possession. If this deadline is not met, we will have to charge $25 for every day that the item is late. 

What happens if I stain or rip the item?

Most stains are covered by the insurance and/or refundable deposit that comes with each rental. However, rips or damages could result in an additional fee or for items that have a refundable deposit, that deposit may not be returned.

How are the rental items cleaned? Can I wash the items?

To preserve the quality of our merchandise, we do ask that you do not wash any of the items. We will professionally clean the items ourselves. Just enjoy looking good in your fit and don't worry about trying to clean it.

Are items at TSB completely new?

Yes, all skincare, accessories, shoes and beauty products in our TSB @ TheLuxeLend shop-in-shop are 100% new.

Can I purchase an apparel item or only rent it?

Yes, all of our rental items are available for purchase. Typically, there will be a BUY option on the product page. If you don't see that option, simply contact us at sales@theluxelend.com to get the correct purchase price. Usually, we charge 30% to 60% off of the original retail price for items that have already been rented. 

Returns and exchanges?

For an apparel rental refund or exchange, you MUST contact us at sales@theluxelend.com no later than 24 hours after receiving the garment since you will only rent it for 10 days. If your item does not fit, we are happy to return the item and send you a new item at no cost to you. If the item is brand new and still has tags attached, do NOT remove the tags unless you are certain you want to keep the item for rental. If you remove the tags, you will be charged for the full rental price. Otherwise, if there is not an item that you want instead, you will receive a full refund minus a $9.95 restocking fee which will be deducted from the refunded amount for each returned item. 

For brand new purchased items, we accept returns and exchanges within 15 days of receiving the order as long as the tags are still attached. For used purchased items, you MUST contact us at sales@theluxelend.com no later than 24 hours after receiving the garment to receive a full refund.

Can I cancel my order?

Yes, we understand that mistakes happen or you may change your mind about an item. You will have up to 24 hours after submitting your order to cancel and receive a full refund. Cancellations after this 24 hour window but before the order is shipped will receive a full refund minus a $9.95 restocking fee for each item on the order. Cancellations CANNOT be made after items have been shipped.