Requesting a Rental

Security

Why do you need to check my identity?

We're building a trusted community for people to rent luxury and beautifully crafted items, so security is of the utmost importance to ensure everyone has a safe shopping use a third party to check the ID of everyone using the 2nd Lane platform, and this can include verifying your name and address taken from your passport or driving license and experience.

After your booking, you will receive your contract and invoice, and we will request that you complete your personal information, such as address and phone number, in your 2nd Lane account. This is a crucial step to finalize your booking, as you accepted our Terms and Agreements when you finalized your booking.

You must sign and return the contract to us as soon as possible with a copy of your driver’s license or other acceptable photo identification (ID) confirming your address, following the Terms and Agreements.

Rental Period

The rental period you have selected for your rental is 'inclusive'. For example, a 4-day rental period can mean that your item will arrive by Friday and you will post it back on Monday. In this example, both the Friday and the Monday are included in the 4-day period.

Most rental periods start at a minimum of 4 days and can be as long as you and 2nd Lane agree. Please note that you will need to receive and return within a short period for short rentals, so please consider this when booking rentals.

We automatically apply a discount to bookings lasting more than 5 days. If you have longer travel plans, please contact us, and further discounts will be applied.

Delivery and returns

The rental period you have selected for your rental is 'inclusive'. For example, a 4-day rental period can mean that your item will arrive by Friday, and you will post it back on Monday. In this example, both the Friday and the Monday are included in the 4-day period.

Most rental periods start at a minimum of 4 days and can be as long as you and 2nd Lane agree. Please note that you will need to receive and return within a short period for short rentals, so please consider this when booking rentals.

For residents of Sydney, you must book at least 24 hours before your first rent date. For interstate residents, you must ensure the items you are booking are available for at least three days before your first date of rent. When we process your booking, we must block the dates necessary for delivery to your address. Express Shipping can take 1 to 2 business days.

Sydney based

If you choose the pick-up option, you will be emailed with the address and time that your order will be ready to pick up and drop off when your rental period finishes. The times must be respected; otherwise, you will be charged proportionally for your late delivery.

NSW Express Shipping Delivery

If you choose the delivery option, and we are based in Sydney, you will receive the item on your first day of rental. For example, a rental between the 1st and 7th of June must arrive with the renter on the 1st and be sent back, at the latest, on the 7th of June to arrive the next working day. The time to pick up is 12 p.m., and the time to drop off is 10 a.m. Fees apply after the time. For residents of Sydney, you must book at least 24 hours before your first date of rent.

Interstate Express Shipping Delivery

2nd Lane covers the Express Post expenses for one way. The way to send it back is from the customer's responsibility.

For interstate residents, you must ensure the items you are booking are available at least three days before your first date of rent. When we process your booking, we will need to block the dates necessary for delivery to your address. Express Shipping can take 1 to 2 business days. Please contact us if this rule doesn't apply, and we will help you with the best option of delivery on the date you need.

You will need to expressly ship us back your order on the last day of your booking using the same package we sent to you. 

My Item hasn't arrived in time

For residents of Sydney, you must book at least 24 hours before your first date of rent. For interstate residents, you must ensure the items you are booking are available for at least three days before your first date of rent. When we process your booking, we will need to block the dates that will be necessary for delivery to your address. Express Shipping can take 1 to 2 business days.

If your item doesn't arrive on the first day of your rental, you should contact 2nd Lane immediately.

As a renter, you are entitled to a full refund if your item does not arrive on time. However, to receive a full refund, the renter must return the item within 24 hours of delivery. A partial refund might be more appropriate if an item is returned later than this. If the item is kept longer than the number of days of the original rental, the 2nd Lane can charge you late fees.

If an item is delivered late and the renter keeps it for longer than the rental period, they are liable for paying late fees to the 2nd Lane and will not be eligible for a refund.

Please feel free to request a refund or organize to change your rental dates by contacting us.

If you have spoken to us at 2nd Lane and cannot agree to the refund, please email contact [email protected] for support.

My Rental doesn't fit

It is up to us to decide whether to offer refunds due to fit. If you are unsure about this, please message us before sending a request. 2nd Lane will not issue refunds due to fit if it has been made clear they do not offer this.

All listings should have an accurate size given by the 2nd Lane, and we encourage extra description if sizing may come up differently. Due to international sizing standards, if you have any worries about size, it is always best to contact us to ask.

We can help you through our email [email protected], Instagram DM (@2ndlaneaus), and Facebook (2nd Lane AUS) Direct Message.

Recommended fit policy:

While 2nd Lane can decide their fit policy, we offer full refunds minus postage and cleaning fees if the renter:

• Sends the item back on the same day to 2nd Lane, with Next Day Delivery (2nd Lane and the renter can organize an alternative agreement between themselves);
• Contact 2nd Lane to let them know the item has been returned and is unworn due to the fit. Provide 2nd Lane with the correct tracking details so they know it has been sent.

If a clothing item's fit or style has been misrepresented, you can raise a ticket for a refund directly to [email protected]. For any queries, please email [email protected]

All refunds related to fit will be issued as credits on the website with no expiry date. 2nd Lane is not able to transfer credits from refunds to cash.

Paying for your Rental

Payment for your rental is held while it is being approved to ensure enough funds to fulfill the rental. If the rental is declined or expires after 24 hours, your funds will be returned to you the following day. If your rental is accepted, your payment will be made to 2nd Lane.

If you have an approved refund, this can take up to 8 working days, depending on your bank.

If your rental is canceled, the transaction is sometimes reversed. This means the original authorization drops off your statement entirely within a few days of the cancellation. There is no payment or refund; it will appear like the whole transaction never happened.

Please get in touch with your bank for confirmation if you have any questions about this.

My rental has arrived in poor condition

All items should arrive to you as listed by 2nd Lane. If there are any marks on the garment, these should be flagged upon arrival. If the item arrives with any marks or flaws not flagged by 2nd Lane, please send photos to 2nd Lane on the day the item arrives to agree on a refund.

If your item arrives in poor condition, please let us know and return it within 24 hours of receiving the rental.

You can then send a refund request to 2nd Lane. If the refund request is not responded to within 72 hours, please email [email protected] with the rental details and photos so we can help with a refund accordingly.

How to Request a Refund

If you are looking to request a refund from 2nd Lane, you need to email us.

If there are any issues with your rental, you must return the item to 2nd Lane within 24 hours for your refund to be approved. If the item is kept for the entire rental period, 2nd Lane will not qualify for a refund as per our terms and conditions.

If you have sent a request for a refund you believe is worth it and 2nd Lane has not responded to it within 72 hours, call or text us immediately for quick assistance.

All invoices, as agreed by users and 2nd Lane, are final. 2nd Lane will not support the refund of this payment, and users will not be able to retract such an agreement.

Postal Guidance for Renters

All users have the option to arrange collection or send their rental directly to 2nd Lane.

Please keep in mind that all rentals should be sent back on the last day of rental to arrive on the next working day.

Before posting your rental, remember to take photos showing proof of condition. Read more about evidence of condition in our FAQ, “Proof of Condition—Renter.”

Postage type:

Which postal or delivery service to use is up to you; we do advise using the below options:

Which postal or delivery service to use is up to you. We do advise using delivery that is Express Shipping next-day guaranteed, and fully tracked, and always ensure insurance cover is equivalent to the RRP of the item. If your rental is returned without the correct insurance cover, the renter will be liable for the cost of the item RRP.

Tips for safe postage:

• Make sure to always include a return address on all parcels. If the item cannot be delivered due to, for example, the address being wrong, it will be returned to the sender (you). If the postage provider does not have a return address, you might never receive the item, which will be considered undeliverable. Please check with your postage provider to see how to provide a return address for your parcel. If an item is lost during postage, you can compensate 2nd Lane. Most postage providers do not compensate when the item is deemed undeliverable.
• Please send all items insured. If your item is lost or damaged during postage, it is the sender's responsibility to compensate you.
• Ensure the 2nd Lane's address is correct and written clearly. If the address is illegible, the postal provider might return it to the sender, and the renter could be eligible for a refund.
• Package rentals appropriately. Ensure all items are packaged well and protected during postage, especially for more delicate items.

Sundays and Holidays:

When requesting and approving a rental, please ensure you factor in Sundays and any Holidays periods as postal services will take longer. If your rental ends on a Sunday and your chosen postal provider does not provide service on a Sunday, you must check with 2nd Lane before sending it back. Ensure this is the next-day delivery so it is swiftly returned to 2nd Lane.

The same applies if your rental has ended on a Holiday. You will need to communicate with 2nd Lane that you will return this the day after the Holiday with the next-day delivery.

If 2nd Lane is not happy about this, you will need to extend your rental request to the following day and return your item.

2nd Lane is not liable for postal fees or loss of item costs from any postal service. We can provide guidance on how to contact delivery services.

Returning your Rental

Depending on the agreement you have with 2nd Lane, you can make your return in two ways:

• In-person return;
• Express Postage/Delivered returns.

Postage returns:

All items should be posted back on the last day of rental with next-day delivery.

The renter is responsible for returning and paying for the item's postage. Therefore, we recommend sending all items tracked and insured to the item's RRP. If an item is lost or damaged during postage, the renter's responsible for compensating 2nd Lane for their loss. If an item is insured, the renter can claim this cost back from the postage provider.

Please send 2nd Lane all tracking details and proof of postage as soon as the item is posted. Please follow 2nd Lane's instructions carefully.

Late Returns:

If a rental is sent back later than the agreed rental dates, or not sent back using an appropriate postage method or incorrect address, 2nd Lane can charge a late fee as per our terms.

Sundays and Holidays:

When requesting and approving a rental, please ensure you factor in Sundays and any Holiday periods, as postal services will take longer. If your rental ends on a Sunday and your chosen postal provider does not provide service on a Sunday, you must discuss this with 2nd Lane before booking and coming to an agreement.

The same applies if your rental ends on a Holiday. You'll need to talk to 2nd Lane to see if they're okay with you returning the item on the next working day or if you need to extend the rental period.

Altering your Rental

As the item needs to be returned the exact way it was received, you cannot make any changes. This includes but is not limited to the following:

• Pinning
• Addition of accessories
• Dying
• Cutting/Alteration of size

The renter and 2nd Lane can agree to make any adjustments.

Cleaning

2nd Lane will clean all items to ensure the washing processes are followed. Any issues should be flagged to 2nd Lane within 24 hours.

This service is included in the rental rate for a standard, expected level of wear and tear. If an item requires excessive cleaning beyond this standard level, penalties may be incurred.

It is your responsibility to send the item back as received after use. 2nd Lane is responsible for normal cleaning after a rental. However, if any marks, stains, or damage cannot be cleaned via washing instructions, you are required to pay an extra fee to 2nd Lane. This includes dry cleaning and alterations. 2nd Lane and renter agree upon this amount; however, we advise asking for proof of receipt.

The dry cleaning fee set by 2nd Lane is mandatory and will be provided by our specialist cleaning. 2nd Lane mandates this be done for high-price point items over $1000 (RRP).

What if I accidentally stain or damage a rented item?

Please get in touch with 2nd Lane at [email protected]. When the item is received back, we'll carry out a condition report, assess the damage, and consider a suitable solution, whether laundering, repair, or an additional charge, in part or whole, from the renter as compensation to 2nd Lane for their loss.

Proof of condition

We would always recommend that you have proof of the condition of your rental.

This is good to have in case anything happens during the rental and a dispute arises. Without proof of condition, 2nd Lane cannot analyze any damage dispute.

What photos should I take?

As a renter, photos should be taken when you receive and return your rental.

Include photos of any pre-existing damage (if applicable) and show the item's general condition.

When you receive the rental:

Take pictures of the day you received the item. Make sure to notify us of any undisclosed damage.

Before you return the rental:

Please take pictures of the day you returned your item. If you accidentally damaged the item during your rental, please notify us as soon as possible.