Shipping
Why can't I place a new rental?
If you have an unreturned rental you won't be able to place a new rental order.
Once you've entered the return tracking details for your rental and it has been logged by HURR's team, your access to place new rentals will be automatically restored.
If you have any questions about your account status or encounter issues despite returning the rental, you can reach out to HAUTE Maison customer support team via help@hautemaison.co.uk.
How do I know my wardrobe is safe?
Your wardrobe's safety is important and always at the front of Team HAUTE Maison's minds.
ID Verification: Members renting must complete an ID verification process, enhancing community security.
Security Deposits: HAUTE Maison has the ability to add a security deposit to listings. This encourages renters to return items in their original condition.
Risk Management: While accidental damage is rare, HAUTE Maison will do its best to address and solve such situations. However, it's important to note that HAUTE Maison is not financially liable for your items during rentals.
Contact and Support: For any concerns or questions about the safety of your wardrobe, you can contact HAUTE Maison's support team directly.
By implementing these measures, HAUTE Maison aims to create a secure and trusted environment for renting items, ensuring that both lenders' and renters' interests are protected throughout the rental process.
What happens if my item is damaged during the rental?
We're sorry if a rental didn't go to plan, but we want to help.
As soon as you receive the returned rental, inspect it promptly. If there's any damage, notify the HAUTE Maison team immediately.
Take clear photos of the damage and include them in your communication with us. These photos will be crucial for assessing the damage and resolving any issues.
It's essential to report any damage to HAUTE Maison within 48 hours of receiving the rental back.
Resolution Steps:
Major Damage: For significant damage that requires more than minor repairs, follow the above steps to inform HAUTE Maison. The platform aims to support in resolving disputes, but financial responsibility ultimately lies with the renter. We will connect you with the Renter. Please aim to resolve the issue directly with you Renter and reach out to HAUTE Maison if no resolution is reached within 72 hours. Remember you can issue a charge request directly from the rental details page, which will go directly to your Renter to accept.
Marketplace Responsibility:
Assistance: HAUTE Maison is committed to assisting in resolving disputes and providing guidance throughout the process. However, as a marketplace, HAUTE Maison does not assume financial liability for any losses or damages incurred during rentals.
Wear and Tear: Minor wear and tear is expected with rentals. If a repair alters the item slightly, contact HAUTE Maison for guidance on whether it can still be rented out.
