Frequently Asked Questions (FAQ's)

1. What is 2nd LANE AUS?
2nd LANE AUS is a luxury fashion rental service specialising in designer skiwear. You can book online and rent high-end pieces for your snow trips or special occasions.

2. How do I rent from 2nd LANE?
Browse our collections, choose your item and dates, then book directly through our website. You’ll need to create an account and agree to our Terms & Conditions at checkout.

3. Can I book a styling session?
Yes! You can book an in-person or virtual styling session via our Calendly link.

4. What happens if I return an item late?
Late returns incur a daily fee equal to the rental rate. Late fees are capped at either 4 weeks’ worth of rental charges or the item’s full RRP—whichever is greater.

5. What if I damage or lose a rental?
Normal wear and tear is covered. For significant damage, theft, or loss, you may be charged repair costs or up to the item’s full retail value.

6. What are the payment options?
We accept credit/debit cards, PayPal, and other listed methods. All payments are securely processed and include rental, insurance (if selected), service fees, and shipping.

7. Is ID verification required?
Yes. To ensure safety and trust, we require ID verification and a signed rental agreement for every booking. You’ll be asked to upload a valid photo ID and confirm your address.

8. Can I cancel my booking?
Please refer to our cancellation policy at checkout. Cancellations must be made within the timeframes specified to avoid charges.

9. Do you handle delivery and return logistics?
We don’t offer direct courier services. You are responsible for organising both delivery and return using reliable postal or courier services.

10. What happens if I don’t pay on time?
If payment fails, we may engage debt collection services and you will be liable for all recovery fees. Legal action may also be taken in cases of fraud or non-compliance.

11. Are your fees compliant with Australian law?
Yes. All charges, fees, and terms comply with Australian Consumer Law (ACL) to ensure fairness and transparency.

12. What is a security bond and when do I need to pay it?
We may require a refundable security bond per rental item, based on the piece’s value. This bond covers significant damage, loss, or alterations beyond normal wear and tear. The amount and requirement will be communicated at booking.

13. When will the security bond be refunded?
The bond is refunded promptly once the item is returned on time and in its original condition without damage or breaches of our terms.

14. What if repair or replacement costs exceed the security bond?
If costs exceed the bond, you are responsible for the remaining amount. If no bond was charged, we may charge your card for repair or replacement costs.

15. What does your insurance cover?
Our specialized Contents Insurance protects items against theft, burglary, accidental damage, and natural disasters while in our inventory before rental.

16. What is not covered by your insurance?
Insurance does not cover items once rented, damage or loss during transit, or damage caused by renter negligence or misuse.

17. How long is the minimum rental period?
The minimum rental period is 4 days, but longer rentals can be arranged by agreement.

18. How do rental days count?
Rental days are inclusive of both the delivery and return dates. For example, a 4-day rental could start on Friday and end on Monday.

19. Are there discounts for longer rentals?
Yes! Rentals longer than 8 days receive an automatic discount. Contact us for additional discounts on extended trips.

20. How far in advance should I book?
Sydney residents must book at least 24 hours before rental start. Interstate residents should book at least 3 days ahead to allow for delivery.

21. Who is responsible for shipping costs?
Shipping and return postage costs are the renter’s responsibility unless otherwise specified in a promotion or agreement.

22. Can I exchange or return items early?
Please contact us if you want to change or return items early. Refunds or credits will be subject to our terms and availability.

23. What if an item I booked is unavailable?
If an item becomes unavailable due to damage or loss before rental, we will notify you and offer alternatives.

24. What happens if I return an item late?
If you return a piece late without prior agreement, a daily late fee will apply, based on the item’s original daily rental rate. These fees will continue to accrue until the item is returned or until the total late fees reach the item’s full retail value (RRP), as per our Terms & Conditions.

25. What if my item arrives late?
If your rental arrives after the expected delivery date, you are entitled to a full refund — but only if the item is returned within 24 hours of delivery and remains unworn. If the item is returned later than this, a partial refund may apply, depending on the circumstances.

26. Can I keep the item longer if it arrives late?
If you choose to keep the item beyond your original rental period despite a delay in delivery, you will not be eligible for a refund, and late fees will apply. Please contact us to request a refund or to reschedule your rental dates.

27. What are the late return fees?
If an item is not returned by the agreed return date, a daily late fee will apply.
➤ This daily fee is equal to the original daily rental rate charged for the item.
Late fees will continue to accrue until one of the following occurs:
– The item is returned to 2nd LANE, or
– The total late fees reach the item’s full retail value (Maximum Late Fee).

28. What happens if I never return the item?
If the item is not returned at all and late fees accumulate to match the full retail value (RRP) of the piece, 2nd LANE reserves the right to charge the total RRP and pursue legal action to recover the loss.

29. What happens if I return an item damaged?
If a rental is returned with damage beyond normal wear and tear, you may be charged for repair or replacement. Charges depend on the severity of the damage and the retail value of the item. Minor repairs may be waived at our discretion.

30. What if I lose an item or it is stolen?
If an item is lost, stolen, or not returned, you will be charged up to the full retail value (RRP) of the item. This charge may include any unpaid late fees accrued until the loss is confirmed.

31. How do you calculate repair or replacement costs?
Repair costs are based on professional assessment, while replacement costs are based on the item’s full retail value (RRP). If the item is no longer available, we may charge the market rate or current equivalent.

32. Can I cancel my booking?
Yes, but cancellation policies apply. For full refunds, cancellations must be made at least 7 days before your booking starts. If less than 7 days, a partial refund or credit may be offered depending on notice and item demand.

33. What happens if I order and the item doesn’t fit?
We recommend confirming your size with us before booking. If your rental doesn’t fit, please contact us within 12 hoursof delivery. We may be able to offer an exchange, credit, or partial refund, depending on item availability and condition.

34. Do you offer try-on sessions?
Yes! If you're based in Sydney, you can request a try-on session before renting. These are subject to availability and must be scheduled in advance.

35. Can someone else wear the rental I booked?
No. Items are rented under your name and size details. If someone else wears the item and causes damage, you remain fully responsible for any associated charges.

36. Can I rent multiple outfits for the same trip?
Absolutely! We encourage curating your looks for your full trip. Discounts may apply for multi-piece or long-term rentals. Contact us for styling support or custom bundles.

37. Do you offer gift cards or rental credits?
Yes, we offer digital gift cards and rental credits which can be used across any rental. They’re perfect for gifting experiences or rewarding your community.

38. What do I do if my delivery is delayed or missing?
Contact us immediately. We will track the parcel and assist with alternatives or refunds where appropriate. Always refer to our Delivery & Refund policy for the most accurate guidance.

39. Can I change my delivery or return dates after booking?
Date changes must be requested as early as possible and are subject to item availability. Additional charges may apply if the change extends your rental period.

40. What is your cancellation policy for client-initiated cancellations?

• Cancel 7 or more days before hire: Full refund minus $80 processing fee.
• Cancel 3 to 7 days before hire: 50% refund of total amount paid.
• Cancel within 48 hours of hire: No refund (items are prepared for delivery).
  All cancellations must be submitted by email to [email protected]. Refunds take up to 8 business days to process.

41. What happens if 2nd LANE cancels my booking?
If we cancel due to damage, inventory issues, or delivery problems, we will notify you immediately and offer replacements, alternatives, or a full refund if alternatives aren’t available.

42. What if an item I booked is damaged before rental and cannot be replaced?
We will notify you as soon as possible and issue a full refund for the affected item(s).

43. What if my delivery is delayed or cannot be rescheduled?
We will contact you immediately and offer to reschedule or provide a refund for the full order or affected items if rescheduling isn’t possible.

44. Can the cancellation policy change?
Yes, the cancellation policy may be updated. Any changes will be communicated before your booking is confirmed.

45. What information must I provide when renting?
You must provide accurate, complete, and current billing and contact information. This includes billing address, credit card details, and any updates to payment methods.

46. What happens if I fail to update my billing or payment information?
We may continue to charge your last payment method on record for any rentals or paid services until you cancel, pause, or terminate your account as per the terms.

47. What laws govern my use of 2nd LANE’s services?
Use of the 2nd LANE website and rental services is governed by Australian law. By using our site, you agree to comply with our User Conduct policy and Terms.

48. How can I contact 2nd LANE for support or questions?
Email us at [email protected] or send a direct message on Instagram @2ndlaneskiwear. We aim to respond within 24 hours.

49. How do I contact 2nd LANE if I need help?
You can reach us anytime via:
📩 [email protected]
📱 DM us on Instagram @2ndlaneskiwear
We aim to respond within 24 hours.