Frequently Asked Questions


BORROWER

Where do you ship to?

We ship Australia wide.

How long will it take for my dress to be delivered?

Have a look at our estimated delivery times to work out when your dress will arrive. Always confirm with the relevant lender when you need the dress delivered by.

Is there an express delivery option?

We are working on this at the moment. Within cities your dress will arrive pretty fast so if you are in a rush check out the lender locations.

Can I book a dress in advance?

Absolutely. Just send a request to book to the lender who has listed the dress using the availability calendar.

What is the dress doesn’t fit?

Unfortunately we do not currently offer a ‘try on’ service. As long as the dress matches the description we will be unable to refund any amounts paid.

What if my dress arrives wrinkled?

Our lenders will pack dresses carefully. However some fabrics are more prone to wrinkles so if you receive a dress with slight creases please hang the dress is a steamy bathroom and the steam will de-crease the dress. Do not iron or steam the dress unless you have expressly received written permission from the relevant lender.

What if my dress is too long?

It is your responsibility to ensure that you do not damage the dress. Please ensure that the dress is treated with care. Under no circumstances are you permitted to alter the dress.

How do I return my dress?

Simply repack your dress in the box it arrived in and add the shipping details to the front (these should arrive pre-printed in the box or you can print them off your booking).

Do I need to dry-clean my dress?

This is up to the lender you rent from but many lenders will include the cost of dry-cleaning in your rental fee so no need to clean just send it back.

What if I accidentally damage the dress?

All lenders and borrowers understand that accidents do happen. You need to contact the lender immediately in order to work out a resolution. You will be charged for the cost of repair and any disputes will be handled through The Volte’s dispute mediation process.

Why am I asked to complete a review?

The Volte is all about trust. We encourage all lenders and borrowers to fill out a review after every booking to build trust in each other. Our community relies on honest and reliable reviews. Any reviews which are found to violate our Review Policy will be removed.

Can I rent or lend if I am under 18?

You will need a parent or guardian to rent or lend on your behalf. All liability will be accepted by them.

What if a lender asks me to pay them directly outside of The Volte’s site?

The Volte is designed to give you a reliable and secure online system. By going outside of this system we can no longer guarantee your security or transaction. It is a violation of The Volte’s terms and conditions to transact outside of our site. If someone asks you to pay offline or directly please report this and we will investigate. By enabling us oversight of all transactions we are able to guarantee the experience.

How long is a rental period?

This depends on the lender. The most common rental periods are 4 or 8 day reservations. We recommend you book your order to arrive 1-2 days prior to your event to ensure you have plenty of time to get the perfect look. If you want a dress for longer send the lender a message and ask!

When will my credit card be charged?

When your reservation is accepted by the lender. Think of it like booking a flight or online shopping.

What if my rental ends on a Sunday or holiday?

Our courier does not operate on Sundays and public holidays, if your return date falls on one of these, please schedule your pickup back by 12pm the next business day.

What if I am late returning my dress?

The Volte platform relies on both borrowers and lenders supporting each other to achieve excellent trust and service. When a borrower returns an item late it affects the lenders ability to clean and prepare the item for the next borrower. The system relies on you returning your item on time. If you are unable to do so for any reason our Late Fee Policy may apply.


LENDERS

How much does it cost to list?

List your designer items for free! You will only be charged a service fee once you accept a request from a Borrower. The Volte service fee is 15% of the rental fee. Please see our Terms of Service for more information on fees.

Where do I list my designer items?

Listing your designer items is free and can be done in a few simple steps. Initially login and register as a user on The Volte. Before listing a designer item ensure you are signed in and then click 'List Your Dress' at the top of the page. Once you confirm the listing, you will be able to view and edit the listing in ’Your Listings’ in your Dashboard.

How much should I advertise my dress for?

The Rental Price of your designer item is completely up to you. We suggest you take into account the condition of the item and the age of the item when determining the rental fee. Sometimes Lenders may also browse other comparable listings, to get an idea of market rental price for specific items. Generally if an item is in ‘as new’ condition the usual rate is approximately 25% of the recommended retail price.

What do I do if a designer is missing from the list?

If your designer brands is not on the list - let us know ( just choose 'other' in the meantime).

Do I need a profile picture?

Yes. It doesn't need to be an image of yourself, but need to have a picture in there.

What photos should I upload?

The following photos are acceptable:

  • Photos of you wearing the dress at an event 
  • Clean, well lit photos  
  • Professional photos  
  • The following photos are unacceptable:

  • Photos with multiple people in it. This is confusing for Borrowers to know which dress is actually available 
  • Photos of your dress on a coat hanger, floor, rack etc. 
  • Photos of the same dress but in a different colour 
  • Photos of a similar dress
  • What photo should I upload first?

    The first photo you upload will be the display image. Alway upload the front of the dress first, followed by any other back, side or close up images

    Can I use images from designers or other professional photos?

    Due to copyright you cannot use designer advertising imagery - the images you upload must be your own images. We can provide service that will clean up your photos and even remove the person from the photos if needed so it is just the garment that is visible

    How do I list multiple sizes?

    If you own the same garment in multiple sizes, you are able to list multiple sizes for the same photograph. This item will come up in searches for all the sizes listed.

    Are there any restrictions on what can be listed?

    The Volte platform exists to provide value to users by allowing users to tap into their under-utilized high-end designer clothes. Most designer dresses, outerwear, handbags, accessories and millinery are accepted so long as it meets the following criteria:

  • Minimum RRP (Recommended Retail Price) is above $150
  • The item is in excellent condition
  • The below does not meet The Volte listing criteria:

  • Casual wear is not currently accepted
  • Item has a RRP or sale price under $150
  • Items in poor condition
  • Items with noticeable stains, pulls or tears
  • Item infringes on the copyright of any person including fake designer items
  • There is no limit to how many items you can list, so long as the above is adhered to. Please ensure that the description and sizing of the dress is accurate. The Volte reserves the right to remove listings and/or deactivate or cancel a user’s account. Please refer to our Terms of Use for more details.

    I have many items I want professional photographed. Do you offer this service?

    We can organize professional photoshoots for sophisticated Lenders with many items. Please contact us at support@thevolte.com

    How does the Availability Calendar work?

    Your Availability Calendar for each of your designer listings allows Borrowers to view when your dress is available and gives them the ability to send you an accurate Booking Request. Dates are automatically blocked out ensuring you never get double booked. Each of your designer listings has its own unique Availability Calendar and allows you to block out specific dates of when your dress is not available for Bookings (i.e. you are wearing it!). Your Calendar must be up to date at all times to ensure all Booking Requests are accurate.

    Should I hold a security bond over my item?

    We recommend that all Lenders hold a security bond over their items. This ensures you can claim compensation from the Borrower if the item is damaged or in rare circumstances not returned. The amount of the security bond is up to the Lender.

    Please note that The Volte does not take the amount of the bond or place a charge on the credit card for the bond amount. The Volte stores the Borrower's credit card details on its secure, encrypted payment system in the event the Lender needs to call on the bond. If the Lender wishes to claim the bond, the Lender must make a claim within 5 days of return of the item or before the item is re-rented, whichever is earlier If a claim is made, The Volte will mediate and collect payment from the Borrower, as necessary.

    What if I receive a try-on request from a Borrower?

    Currently Lenders are unable to offer a try on service through The Volte platform. You can provide the Borrower with further information such as exact measurements.

    If this is a service you would like to provide your customers please email us at support@thevolte.com and we’ll look into it for the future.

    How do I know when and where to courier the dress?

    After you have accepted a Booking Request, you can view all the details for the booking in Reservations - Lender on your Dashboard.

    How do I pack my item for the courier?

    Please pack your designer item carefully and securely. We recommend using reusable plastic containers. Please see our courier page for more information on packing your items.

    How many items can I upload on The Volte?

    You can upload as many listings as you like.

    Can you sell your designer items on The Volte?

    Coming soon!

    Is it possible to rent designer items all over Australia?

    Yes – we are a national marketplace and you can borrow and lend designer items from all over Australia. As a user you must take into consideration the interstate timing factor in relation to the courier delivery times.

    What happens if someone doesn’t return my dress?

    We send Borrowers a reminder email when your item is due back for return, so it is likely already on its way back to you.

    If you would like to request confirmation that your dress is on its way back to you, we encourage you to contact your Borrower through The Volte marketplace by sending them a message.

    If you have attempted to contact the Borrower on multiple occasions with no success, contact support@thevolte.com

    Remember we retain the credit card details for every Borrower to protect you and your items in this sort of rare situation.

    Who is responsible for dry-cleaning?

    We recommend the Lender takes care of the cleaning of the designer item, that way you get the dress back quickly and can have quality control over the cleaning. We recommend the Lender includes the price of the dry-cleaning in the Rental Fee. We are currently looking into an affiliated dry cleaner business for our website so watch this space.

    What happens if my dress gets damaged?

    We recommend Lenders have a security bond to cover any damage that might occur. The security bond will vary from item to item according to the condition and value of the dress.

    Important – Please note: The Volte does not take responsibility for loss or damage to items rented out via the website.  The Volte simply provides the online marketplace for Users to rent their designer items to each other.  See our Terms of Service for more details.

    What if there is a dispute between a Borrower and a Lender?

    In the event of a dispute, Borrowers and Lenders must always first contact each other in good faith and with every intention of satisfactorily resolving the dispute with each other.

    If a dispute cannot be resolved, either the Lender or Borrower must contact The Volte within 48 hours of the dispute arising and provide details including when it first arose, evidence of the attempts to resolve the dispute and a description of the damage, photos of the damage including original receipts, receipts for replacement, and/or an estimate for repair on letterhead by the appropriate repair company.


    COURIER

    Every transaction executed through The Volte includes a door-to-door courier.

    What are the courier fees?

    Lenders and Borrowers each pay a courier fee. The Borrower pays for the item to be delivered and the Lender pays for the item to be returned.

    Our courier fees are based on capacity. It is important that you choose the correct package size so we charge the correct fees. Please note the capacity listed in each.

    Size Same City National
    Shoebox (8L) $9.75 $10.75
    Briefcase (20L) $14.75
    Carry-on (40L) $18.75
    Check-in (100L) $24.75

    Do I return my item in the same box it arrives in?

    Yes. The Borrower agrees to send the package back in the same size package or smaller than the package size selected by the Lender.

    Does the courier cover non-capital cities?

    If you are in a non-capital city, you may still be in a city or town covered by the flat rate shipping, please contact us at support@thevolte.com for remote area pricing.

    How do I package my items?

    Like you, we want your parcel to arrive in perfect condition.

    Parcels travel by road in vans and lorries, and are also handled by sorting machines so there will be some knocks and bumps along the way. Good packaging helps keep the contents safe and makes sure everything arrives as intended.

    1. Your packaging materials need to be tough and strong as you want a nice hard shell for your products to travel in.
    2. Seal it shut with strong tape.
    3. Don't be daft and substitute packaging items properly with 'fragile' or 'handle with care' stickers. Machines can't read, and so can't take extra care when sorting.

    We recommend Lenders use reusable plastic packaging. Not only is this good for the environment, it will make your transactions cheaper and simpler. Borrowers must return items in the plastic box they receive from the Lender. All items must be packed in a box. Dress bags will not be accepted by the courier and you may still be charged a fee.

    You can buy plastic boxes from many retailers including:

    How long does it take for the items to transit?

    It is up to the Lender and Borrower to ensure that items are delivered by the agreed date. We ship to many other locations. Please contact us at support@thevolte.com to find out our shipping times and costs for other locations.

    Area Estimated delivery
    Same city Same or next business day
    Between Sydney, Melbourne, Adelaide, Brisbane 1-2 business days
    Perth - Adelaide 3-4 business days
    Perth - Sydney/Mebourne 4-6 business days
    Perth - Brisbane 6-7 business days

    How carefully should I pack my items?

    Please ensure that you pack any items carefully. It is important that dresses are packed to reduce the risk of creasing.