FAQs

SEARCHING

 Can i try an item on before renting?

Want to try on before your occasion? Simply order the item for a 4  day rental and return with the ribbon still attached, unworn, to receive rental credit. You can then rebook the outfit using the rental credit given.

What size do you stock?

The Taite Ro. collection is individually selected; therefore sizes are limited. The clothes currently range between UK4 – 14, however, as the business grows so will my range of sizes.

CHOOSING

Where do you deliver?

At present, to the UK only but who knows where next?

Where would you like to see Taite Ro. next – let me know

Please see Royal Mail's Terms & Conditions: https://www.royalmail.com/terms-and-conditions

How much is delivery?

We offer free delivery and returns

We charge a rental fee of £3.95 to cover some of the costs of quality checking, cleaning and pressing items. Please note, you will be charged a £3.95 per every unique order date. If you have multiple items in your basket for different delivery dates, these are treated by the warehouse as separate orders. If you have multiple items in your basket for the same delivery date, you will only be charged one rental fee

Do you have a physical store?

There is no physical store yet but watch this space

Can I purchase insurance for my rental?

Your first rental experience can be quite daunting, so we offer insurance to give you that extra bit of confidence. This means if you accidently damage your item, you are not liable to pay any charges

Please note that insurance doesn’t cover against loss, theft or damage beyond repair.

When will I receive my outfit rental?

When booking your rental the date selected on the calendar is your chosen delivery date, so your outfit will be delivered by Royal Mail on the first day of your rental.

We will always try to send out orders early if we can so you have more time to try the item on - this does not affect your rental period (you won’t be charged extra for your item arriving early).

Please note that we are unfortunately not liable for any delivery delays caused by Royal Mail.

Can i cancel my order?

If you need to cancel your order, please email info@taitero.co.uk

Please cancel your order with at least 28 days’ notice to be eligible for a refund. If you cancel your order outside of these parameters, you will receive rental credit.

Please note you are unable to cancel an order once it has been despatched.

How much are rental/cleaning fees?

Making rental as accessible as possible is very important to me, so we cover the majority of costs associated with cleaning and delivery

We only charge a £3.95 rental fee to cover some of the cleaning cost and fulfilment - this cost is passed directly onto the warehouse team

Please note, you will be charged the £3.95 rental fee for each individual delivery date in your order

Can I get any discount?

Whilst I try to keep rental prices as accessible as possible, sign up to our community to be the first to receive any offers and discounts.

LOVING

My item is not quite right, what can I do?

It’s not always meant to be, and you may decide not to wear your outfit for one reason or another. If this is the case, we are happy to offer rental credit for the order value. Simply return your order to the post office and let us know within 48 hours of receiving your rental by emailing info@taitero.co.uk so we can issue rental credit towards another item.

Please keep the ribbon attached for the item to be classed as unworn. Once cut, you’ve made your vow, said I do to the item and it’s all yours for the rental period. Any ribbon removed or tampered with will be classed as worn and unfortunately will not be eligible for compensation.

You have up to 6 months from the issue date to use your rental credit.

Do you offer exchange?

Some items may be available in multiple sizes. If you would like to change the size of the outfit and the item is available for your selected rental period, simply contact us at info@taitero.co.uk and we will send rental credit for your replacement order.

Then, simply choose the dress you would like instead, add it to your basket and checkout with your code. The code will subtract the value of your original rental from your exchanged item, so if you are exchanging your dress for an item that is more expensive, there might be a slight difference to pay.

Please note that you will have to pay the £3.95 rental fee for your exchange order.

Do you offer refunds? 

To operate as sustainably as possible and make it fair for our community, we offer rental credit, not refunds, for unworn items. With a limited amount of stock, this prevents customers from hiring multiple outfits with the intention of only wearing one.

If you have multiple items in your order, please return everything at the same time - you do not need to return the unworn item earlier.

How does rental credit work?

When you return an outfit unworn, we give you rental credit to spend on future bookings.

The credit will be equal to the value of your unworn items, and will be redeemable for the next six months. For example, if you have rented a dress for £30, but you don’t end up wearing it, once that item is returned to the Warehouse with tags on and passes our quality check, you will receive a £30 voucher to spend on a future order.

Please return any unsuitable items to the post office and let us know by emailing info@taitero.co.uk so we can give you rental credit.

My item has come with clothing tags?

If your item arrives with a brands clothing tag on, then it’s your lucky day as it means you’re the first to wear the item. Please feel free to remove this once you’ve chosen to rent the item.

Can i remove the ribbon from my item?

Once you’ve ‘fallen in love’ and decided to keep your rental, please feel free to remove the tag and cut the ribbon. Once cut you will no longer be able to obtain a credit refund.

Any items with the ribbon removed will be considered worn and credit will not be issued.

My item has arrived early - is that a mistake?

No, not at all. I will always try to send our rentals out as far in advanced as possible just to give you as much time as possible to try your outfit on. Your original booking will not be impacted and this will not change the cost or date of return of your rental.

For example, if your dress was due to arrive on a Wednesday, but it actually arrives on Monday - you get 2 extra days for free, your rental period remains exactly the same as your original booking.

DEPARTING

How do i return my order?

Returns are free and super easy, simply return your item to the Post Office using the box that your item was delivered in. Please stick the pre-paid label on your mailing box, over the old label and drop it off on or before the last day of your rental. Items must be dropped at the Post Office by 12pm on the last day of your rental.

If your return date is a Sunday, you must post your return back to us by 12pm on the following Monday, and if your return date is a Bank Holiday Monday, please return it by 12pm on the following Tuesday.

Do I have to pay for postage for returning my item?

Nope, our returns are free and you’ll receive a prepaid postage label

What if I damage my outfit beyond repair?

I go by the saying, love and look after your outfit the way you would borrowing it from a friend. Most damages are easily repaired, e.g. a ripped seam, but if you do damage your rental, you may be liable to pay a fee. In these cases, we reserve the right to review each case individually and we will investigate any damages before informing you of the next steps and of any charges.

We may charge customers up to the full retail value of the outfit to cover replacement costs.

If you do damage an item, please email info@taitero.co.uk so we can assist you on the next steps.

We do offer insurance which can be purchased at our check out. This covers minor damages. All our terms and conditions can be found here

I need a returns label (returns) what do I do?

Your order will come with a prepaid returns label but if you have lost it, please follow the instructions on this link to receive another returns label. 

Please ensure you keep your proof of postage.

Please only use shipping labels provided by Taite Ro. or shipping labels made by clicking on the link above.

Please do not send any items back using your own shipping label. If you have any questions email info@taitero.co.uk

Do i need proof of postage?

Keeping a proof of postage is SO important as without this, you will be liable to pay fees if an item is not successfully returned.

What happens if my rental end on a Sunday?

If your rental ends on Sunday, please return it on the following Monday by 12pm. Don’t worry, you won’t be charged any late fees for this.

How far in advance can i make a booking?

You can make a booking up to six months in advance! The sooner you book the more likely the item will be available.

Can I buy my rental?

We are a rental platform but we understand you may love an item so much you want to keep it. Please email info@taitero.co.uk if you do want to buy something and we will let you know if it's available for sale.

Please note that we do not offer returns, refunds or exchanges for purchased items.

Do i clean my item before returning it?

Please don’t worry about cleaning your item - we will do it for you! Our warehouse professionally dry cleans all of our items, so everything is basically brand new for the next customer.

What if I return my outfit late?

For Taite Ro. to operate successfully and sustainably, I put trust in customers returning their rentals on time as when items are returned late it can affect other customers’ orders. A £5 fee will be charged for everyday an item is late. If the item has not be returned after 10 days, £100 will be charged.

Following this, if the item is not returned by 21 days, we will assume it has been lost/stolen and you will be charged the items’ RRP minus £100. If the outfit has an RRP less than £100 you will not be charged any extra fees after 21 days.

For example, if you had not returned your order after 11 days you would be charged £100. If after 21 days you still had not returned the item and the RRP for that item was £300 you would then be charged £200 (£300 minus £100 = £200).

Please note you will be charged these fees for every item in your order that is returned late.

This is the last thing we want to do so please make sure you’re organised and get that box back to the post office in time.

If you are unable to return your order to us on time, please email info@taitero.co.uk as soon as possible.

Top tip: if you know it’s going to be a boozy one, make sure you plan your rental period well so that you can get over the hangover before sending your dress back. No-one wants to be sorting out returns and going to the post office on a hangover

Do you work with influencers? 

Yes, I am always on the hunt for people to represent Taite Ro. Please get in touch if you think that might be you.