Lending FAQ



List your item:

Upload photos and price of your item in your account


Accept it:

Wait for a borrower to request the item using our secure online system.


Meet with the customer:

We suggest meeting the customer in person to drop and pick up the item. If you can not do that you can organise posting it too. Be aware of the customers location before accepting a request.


Advise the Borrower how you wish the item to be returned. We recommend always using the method you used to deliver the item to the customer.

I am under 18 – can I be a lender?

If you are under the age of 18, you will need a parent or guardian to lend and liaise on your behalf. All liability will be accepted by them.

How much does it cost to list?

It is absolutely free to list all of your designer items with the The Bag Vault! Once you accept a booking request you will be charged a service fee of 15%. This service fee is taken off the hire price only, and does not impact upon the shipping amount that you receive.

How do I list my designer items?

Once you have created your Lending Account, simply click on your Account Name (in the top-right corner), head to ‘My Listings’ and click ‘List new Item’. Make sure you thoroughly fill in all criteria, including captioning your images as the item name.

How much should I list my handbag for?

The rental price of your listings is completely up to you. We suggest that you take into account the condition and age of the item when determining the rental fee. It is also a good idea to search comparable listings to get a feel for the market price your specific item is going for. 

Why do I need a profile picture?

To establish yourself as a trusted and easily recognised lender, we require all lenders to attach a profile picture to their account. This does not have to be of yourself – it can be a fun logo or another appropriate image.

What photos do I upload of my item?

You must upload professional photos of the specific item you are listing.

The following photos are unacceptable:

  • Photos of your item on the floor etc
  • Photos of the same item but in a different colour.
  • Photos of a similar item.

Please always make sure that the front of the item is the first picture you upload as this will be the face of the listing.

Are there any restrictions on what can be listed?

The Volte exists to allow users to tap into their under-utilised high-end designer clothing, therefore most designer dresses, outerwear, handbags, accessories and millinery are accepted, provided they meet the following criteria:

  • Minimum RRP (Recommended Retail Price) is above $1000.
  • The item is in excellent condition.

The following are not able to be listed:

  • Items with an RRP below $1000.
  • Items in poor condition.
  • Items with noticeable stains, pulls or tears.
  • Item infringes on the copyright of any person including fake designer goods.
  • The Bag Vault reserves the right to remove listings in their sole discretion.

How do I show borrowers when my item is available or booked out?

Please advise borrowers of item availability through messages in response to any queries or booking requests you receive.

How do I know the borrower’s address?

All relevant hire details, including the borrower’s address, can be found under your account dashboard, in the ‘Lending’ tab.

How can I send through a tracking number?

Our message privacy filters will automatically remove any number sequences, to protect the privacy of both our borrowers and lenders. To send through the tracking number, simply send it through as a screenshot attachment.

When are lenders paid out for hires?

All lenders are paid out 48 hours (in business days) into the agreed hire period. This is to ensure that the item arrives on time and in good condition prior to the lender being paid out (so as to protect the borrower) and to allow for a period in which we are able to complete refunds on your behalf, to prevent lender from having to transact from personal bank accounts. If you feel there has been a delay in you hire being paid out to you, please contact the Support Team.

How should I pack my item?

Please pack your designer items with care and attention – to minimise the risk of damage.

Is there a limit to how many items I can upload?

There is no limit to how many items you list with The Bag Vault, as long as they meet all of the appropriate criteria.

I am lending out extremely high value items ($5000+) – are there any extra precautions I have to take?

All lenders understand that they hire out these items are their own risk, and The Bag Vault is not responsible for any loss, damage of theft.

Is it possible to rent designer items all over Australia?

Yes – we are a national marketplace and you can borrow and lend designer items from all over Australia. Although it is best to lend your items to customers who are in the same state or territory as you.

What happens if someone doesn’t return my handbag?

Borrowers automatically receive an email reminding them of when their item must be returned – so it is most likely on its way back to you already, you must contact the borrower through your Volte messages. If you have attempted to contact the borrower but have not received a reply for 48hours, please contact the Support Team.

A borrower isn’t responding to my messages – what do I do?

Please allow 48hours for a borrower to reply to your message. If the contact is urgent, please contact the Support Team who will liaise with the borrower on your behalf.

There has been an issue with the payment – what should I do?

If you receive a payment issue message, this generally means that there are insufficient funds in the account the borrower has linked to The Bag Vault. If you receive this message, inform the borrower to check their account and that all details are correct, and to hit ‘Pay for Order’ to reprocess.

My dress has returned damaged – what do I do?

If your item has been returned damaged, The Bag Vault will work with you to have you reimbursed for the cost of either repair or replacement. We always recommend that you take pictures of your items before each hire, so you have an accurate record of when damage was sustained. Please note that The Bag Vault does not take responsibility for loss or damage of items rented out through the platform. The Bag Vault simply provides an online marketplace for lenders and borrower to connect. Although The Bag Vault  will work in every way possible to make sure these reimbursements are received, we are not liable for the payment of these.

What if there is a dispute between a Borrower and a Lender?

In the event of a dispute between a borrower and a lender, they must first liaise extensively to attempt to come to a resolution together in good faith. If this is not able to resolve the issue, Support must be contacted within 48 hours of a dispute arising and provided with the details of the dispute, and clear evidence of attempts to resolve it. If Support are contacted before both parties have liaised with each other, they will be instructed to do so before we are able to intervene.

A borrower is refusing to pay late/damage fees – now what?

In the event that a borrower refuses to pay late/damage fees due, we will give them 14 days to make this payment in good faith. If they resist further, the account will be passed on to a debt-collection service.


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