FAQs

BROWSE CATALOG

GETTING STARTED

What is Wear the Walk

We are a luxury fashion rental service based in London, offering statement pieces from the most coveted runway designers at a fraction of the price. Our curated collection includes both current and some past season pieces.

How does Wear the Walk work?

Wear the Walk provides a monthly membership to hiring clothing every month. Customers pay a monthly fee starting at £149 which buys them a number of credits that are used to pay for items. Each item is assigned an individual credit price, so customers are able to spend their credits on any item from the Wear the Walk catalogue. Each month the customer’s credits are replenished, however if a customer still has items from the previous month, the relating credits are deducted from their account.

How long can I rent an item for?

As long as you want. We have no maximum time frame for hiring a single item, but the credits associated with this item will not be reimbursed until the item has been returned.

How are credits priced?

The credit price per item is based on the Retail price of that item. The higher value items have a higher credit price.

Can I try items on before I rent them?

If you are based in London, you can book a Try-On service by emailing us at orders@wearthewalk.co.uk. We will book you in for a 1 hour time slot, Tuesday- Thursday 10am – 7pm.

Can I purchase the item if I like it?

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ACCOUNT & PROFILE

How do I set up an account?

After you’ve signed up for a membership, and the payment has been successful. You will then be prompted to create an account, using your email and chosen password. Once you’ve done so, we will verify this by adding credits to your account and sending you an email once you’re ready to rent. This will take typically 4 hours from receiving payment.

Can I buy more credits without upgrading?

Yes, each credit costs £15, so if you need more at any point you can email us on orders@wearthewalk.co.uk with the desired amount. We will add these to your account and issue an invoice.

How do I cancel my account

To cancel your account, just drop us an email on orders@wearthewalk.co.uk, the account will be closed at the end of your billing cycle. Please ensure all clothes are returned within 7 days from cancellation

I've lost my password, how can I reset it

If you forgot your password. Just click on “forgot my password” and you’ll be sent a reset link.

How long after registering does it take for my account to be set up?

Please allow 24 hours for you account to be verified, however we hope to get it set up the same day. We will notify you as soon as it’s activated.

MY ORDER

How do I place an order?

In order to start renting from Wear the Walk, you must begin a membership with us, and this will prompt you to create an account. Once this is verified, you can use your credits to start renting.

What payment methods does Wear the Walk accept?

We accept all form of Credit and Debit Cards.

How do I know when my order has been confirmed?

Once your order has been confirmed you will receive a confirmation email, with an individual order no, listed products and an estimated delivery time.

Can I edit or amend my order?

Yes, but this must be done within 4 hours of ordering. You can do this by emailing orders@wearthewalk.co.uk

How do I cancel my order?

You can cancel before your order has been prepared and packaged for delivery. To cancel your order, go to your “My Account” page and click on “My Orders”. Follow the following steps:

  1. Click on ‘Actions’ and select ‘Cancel’ next to the order that you would like to cancel. A preview of your cancelled item will appear before you can confirm the cancellation.
  2. Click on the ‘Confirm’ to cancel the booking. After you have cancelled the order, you will receive a refund of credits into you Wear the Walk account.

Please note that following conditions apply when you cancel:

  1. You may cancel the booking up to 48 hours before the date of collection or dispatch and you will receive a full refund of credits used to complete the order to your account
  2. No cancellations are allowed once the item is out for dispatch to the delivery address provided by you on your booking request.
My order isn't going through, why?

There a few reasons why your order might not be going through including;

  • Outstanding payment against your account, which means your subscription has been paused
  • You’ve not got enough credits in your account to pay for the item
  • The item is unavailable

If you are struggling to place an order after checking the above issues, then email us on subscriptions@wearthewalk.co.uk

What happens if I damage the piece during my rental period?

We understand that accidents happen. Our mandatory £10.00 insurance covers minor damages and stains that can be fixed by us. However the insurance does not cover irreversible damages or unreturned items. In the case of irreversible damage, 100% of the retail price indicated will be charged to the member. If the item is never returned, 150% of the retail price indicated will be charged to the member.

Minor Damages include:

  • Fallen Hem (not exceeding 3cm)
  • Stains that are easy to clean
  • A few missing beads or sequins.
  • Non- Decorative button missing
  • Broken Zip that can easily be replaced

SHIPPING AND DELIVERY

Can I change the delivery address for my order?

You can change your order information up to 72 hours before the arrival date of your ítem. To change the delivery address for you order, please contact us on orders@wearthewalk.co.uk Alternatively if your order has not yet been confirmed, you can simply cancel the order and re-book it with the correct address.

What if I change my mind once an order has been recieved?

If you change your mind, you have 48 hours to post the items back to us and reorder more. If you fail to do so in the time frame, we will not be able to reimburse your credits

What is the fee for delivery and return shipping?

Shipping costs customers 2 credits and is added to you basket at the check out. There is no additional charge for returns.

How long does it take for orders to arrive?

We used 48 tracked Royal Mail, however if you parcel has not been received within this time frame, please email orders@wearthewalk.co.uk

RETURNS

How do I return the item?

A pre-labelled return package will be included for you with your delivery. To return, place the item into this bag and drop it off at your nearest post office before 12 pm on the return date. Don’t worry about dry cleaning, we handle that for you.

All return packages will have their unique tracking number and you are required to keep it until the item is returned to us. When we receive the item, we will send you a confirmation email and your rental status will be marked ‘returned’.

Missing your return label? Email orders@wearthewalk.co.uk and we can send you a new one to print off.

I have lost the shipping label. What should I do?

Please contact us immediately on orders@wearthewalk.co.uk with the order number and we will send you a PDF version of the pre-paid shipping label which you will have to print out.

I have lost my item, what do I do?

Unfortunately if the item is never returned, 150% of the retail price indicated will be charged to the member. Please email us to let us know ASAP on orders@wearthewalk.co.uk

Need Help? Contact us