GENERAL
1. What brands / designers are on Awardrobe and are the products real?
We are proud to feature an exquisite range of authentic designer brands, including Gucci, Coach, Michael Kors, Nike, Adidas, Zara and more. Every piece is sourced directly from the designers themselves to guarantee 100% authenticity, so you can rent and shop with total confidence. We are constantly refreshing our collection to bring you the very best in luxury fashion!
2. How do I cancel an order?
If you need to cancel an order, please reach out to our dedicated ACE team at customerexperience@theawardrobe.com as soon as you can. We’ll be more than happy to take care of that for you and ensure everything is sorted!
3. How do you manage refunds?
We want you to feel amazing in what you wear. If an item isn't quite right, you can request a full refund by alerting our team within 24 hours of receipt for rental items and completing the return form for purchase items. If you have any trouble meeting this timeframe, just let our ACE team know. You can return items via your local Post Office or courier. Once we’ve checked the returned item, we’ll process your refund and notify you by email.
4. What are the delivery and payment options?
To make your experience even better, delivery and returns are completely FREE for all UK locations for all our rental and purchase items! Postage for subscription items will be calculated at checkout. Your order will typically arrive within 3-5 business days and will require a signature upon delivery for rental items. While we only ship within the UK at the moment for rental items, we can provide next-day delivery for a small fee for all items. We accept all major credit and debit cards, as well as PayPal, for a smooth checkout.
RENTAL
1. How does Awardrobe rental work?
Awardrobe offers an exclusive collection of sustainable luxury apparel and designer accessories available solely to our community of members. To join, simply select ‘Join For Free’ on our Rental portal. Once admitted, you will enjoy privileged access to our entire atelier, allowing for the hire of one garment and one accessory at any time. Pricing is thoughtfully determined based on each item’s original retail value and your chosen duration. To ensure the preservation of our range, a refundable £70 security deposit is required per piece prior to dispatch, which is promptly returned upon the item’s return in its pristine, original condition.
2. How long do I have the rented item(s) and how do I return the item(s)?
Our curated selections typically offer flexible rental periods starting from a minimum of two nights. Your order will arrive with complimentary return documentation to ensure a seamless experience. Items are expected to be in transit the morning following your final evening—for instance, a rental concluding on Sunday should be dispatched on Monday. Simply seal your selection in its original packaging, apply the provided return label, and visit your local post office or arrange a private courier for collection.
3. What happens if I return the rented item(s) later than the return date?
If you anticipate a delay in returning your selection, we kindly request that you contact our ACE team at customerexperience@theawardrobe.com at your earliest opportunity, but no later than your scheduled return date. Prompt notification helps you avoid unintended late fees. In instances where an item remains unreturned beyond the agreed timeframe, we reserve the right to process the appropriate charges to your card on file.
SUBSCRIPTION
1. How does Awardrobe subscription work?
Awardrobe offers women's quality branded clothes and accessories to paid subscribed customers. Select your subscription on the 'Subscription' page and this will give you access to any item in the 'for Subscription' shop with an ∞ symbol. You can purchase and save up to 50% on any item. As a paid subscriber, you will also get the benefit to order FREE items. Every month there are different items available to order for FREE. Any item(s) that you buy and you no longer want to keep, you can return the item(s) back to Awardrobe for FREE. You will receive a discount that can be used on your next purchase order if the clothes/accessories are returned unstained and undamaged. There is no time limit when to send any item(s) back to us.
2. I'm a paid subscriber, how do I send my worn item(s) back to get a discount off my next purchase?
You can send any worn item of clothing back to Awardrobe, whether purchased on the site or your own clothing to get a discount off your next purchase. Please contact our ACE team on customerexperience@theawardrobe.com who will guide you through the returns process. You must have appropriate packaging to send the items back to us in, so that a paid delivery label can be sent to you. Please take your packaged return to your local post office and as soon as your return reaches our warehouse, the item(s) will be quality checked. You will receive a discount towards your next purchase for your unstained and undamaged item(s).
3. How do I pause/cancel my subscription membership?
You have the option of either pausing or cancelling your subscription at any time. If you choose to pause your subscription, please contact our ACE team on customerexperience@theawardrobe.com and we will pause your subscription, which ensures your subscription status without you being charged a monthly fee. You can cancel your subscription by contacting our ACE team on customerexperience@theawardrobe.com along with your reason to cancel and we can cancel your subscription immediately or before your next billing payment.