How is the rental fee calculated?
Owners/lenders set their own fees and we work with them to keep fees as reasonable as possible. We advise them take into consideration the original RRP and age and condition of the item when deciding a rental fee. As a rule of thumb however, past-season items are listed at 10% of their RRP, while current season items are priced at between 10-30%. Sale prices are set at the sole discretion of the owner and will vary.
Can I try the item on first before renting/buying?
Currently we do not offer this service due to the demand on our stock.
Can I make changes to my order once it has been placed?
Once a sale has been processed it may not be possible to amend your order. However please contact us as soon as possible on 020 7341 9000 should you have a problem and we would be happy to accommodate your request where possible.
How many days can I keep an item for? Can I rent an item for more than 14 days? Can I extend the rental period after renting?
You can rent an item for 14 days at a time for the listed rental fee. If you wish to rent an item for a longer period, before or after the item has been rented, please contact the MWHQ Customer Service team and they will confirm availability.
Can I cancel an order? What is the deadline for cancelling an order?
Yes, you can cancel an order right up until the point of dispatch. Please contact our Customer Services team who can assist.
How do I claim a refund?
Please contact our Customer Service team on Live Chat or firstname.lastname@example.org for any refund claims. Please allow up to 7 days from when the return is received to have your refund processed.
How long will my refund take to process?
Please allow up to 7 days from when the return is received to have your refund processed.
Can I keep or purchase an item that I am currently renting?
Yes, in some cases. Please email Customer Services on email@example.com who will be happy to help.
Do you have a wait list for renting a particular item?
Unfortunately this is not a service we can currently guarantee. However, if you would like to email us on firstname.lastname@example.org we will do our best to accommodate your request.
How do I know when my order has been successfully returned?
You can track your return status via DPD's tracking site to see whether it has been received by our warehouse. As soon as your rental has been received and processed you will receive notification from the relevant payment provider (PayPal, Stripe, Klarna) with an email receipt of the refund.