Frequently asked questions

You pick your own dates on each listing's calendar — there's no fixed duration to choose from. Book for a weekend, a week, or any other length of time that works for you, as long as the dates are available.

If you'd like to keep the piece longer, message the lister to ask. If the extra days are available for that listing, they can send you an extension proposal directly from your booking, with the amount worked out automatically from the daily rate; you accept and pay securely in the app, and the booking updates right away. If those dates are already taken by someone else, the extension isn't possible.

Once your request is sent, the lister has 48 hours to accept or decline it. You're not charged at any point until they respond — nothing is held on your card in the meantime. If a request has been pending for a while, the fastest fix is to message the lister directly. If they decline or don't respond within 48 hours, the request expires automatically and no payment was ever taken — so there's nothing to refund.

If you have an active rental past its end date, you'll need to sort that out first (return it, or confirm the return) before you can send a new request or pay for one that's already been accepted. This lifts automatically as soon as the overdue rental is resolved.

The daily rental price for your dates, plus a cleaning fee (if the lister charges one) and a small non-refundable protection fee. On top of that, a refundable security deposit is charged separately.

Yes — it's held separately from the rest of your payment the whole time, and refunded as soon as the lister confirms the piece came back in good condition.

Every listing shows a size, plus fit notes and a fit rating (runs small / true to size / runs large) from the lister. You can also message them directly before booking if you're unsure.

It depends on the lister — some offer hand-off pickup, some ship with tracking, some offer both. Use the "Available to pickup" filter and the distance filter on Browse to find pieces near you.

For a shipped rental, tracking is automatic: as soon as the lister ships the item, you'll see it update in real time on your booking page — no need to ask for or enter a tracking number yourself. For in-person pickup, there's no parcel to track — you agree the place and time with the lister via messages, and your booking's status updates automatically once the handover is confirmed in the app.

Yes, as long as you follow a few simple rules: prefer a public place for the handover, don't share your personal phone number or exact address outside the app, and keep the whole conversation in Messages. Once the handover happens, confirm it in the app — that's what officially starts (or ends) the rental. If anything feels off, message the other person first, and contact our support if you need help.

More than 4 days before your rental starts, you can edit the address yourself from your booking page. Within 4 days of the start, message the lister directly to give them the new address. Once the parcel has been sent, the address can no longer be changed.

Every shipment on Loueta goes through a tracked, insured courier service — you can watch it move in real time from your booking page as soon as the lister ships it, no need to chase anyone for a tracking number. Once it's on its way, it's on you to be around to receive it. If the lister ships late or you miss the delivery because of something on their end and the rental becomes unusable, contact our support team — a refund is usually possible.

Message the lister first — you can agree together to extend the rental so you get the full length of time, or to return it on the original end date with a prorated refund for the days you missed. If your rental's start date has passed and the lister still hasn't handed the item over, you can open a dispute directly from your booking page — our team looks into it and can issue a partial or full refund depending on the situation.

Open the piece as soon as it arrives and flag any issue the same day. Take a photo (it'll be automatically time-stamped) and open a dispute from your booking page with the photo attached — this alerts our team and holds the payout to the lister while it's reviewed. Message the lister too, directly: the faster you flag it, the easier the resolution.

For shipped rentals, the return label is already generated automatically as soon as the lister ships the item — you'll find it on your booking page, no need to arrange or pay for postage yourself. Pack the piece up carefully and drop the parcel off before your rental's end date; tracking shows up automatically on your booking. For hand-off pickup, return the piece directly to the lister as agreed via messaging. Either way, the lister has 48 hours after receiving it back to confirm its condition — your deposit is refunded as soon as they do (or automatically if they don't respond in time).

Yes, from your booking page, as long as the item hasn't been handed over to you yet. Before the lister accepts (or before payment), cancelling is free since nothing has been charged yet. Once the booking is paid: full refund if you cancel more than 7 days before the start date, 50% of the rental fee between 48h and 7 days before, and 0% within 48h — the deposit, though, is always refunded in full in every case, since the item was never handed over. If the lister cancels a booking that's already confirmed, you're always refunded in full, and you can leave a public review on their profile about it. Listers who cancel repeatedly are flagged for an account review.

On some Buy Now listings, the lister has turned on "Accept offers" — you'll see a "Make an offer" button next to the listed price. Propose your amount, with an optional message; the lister can accept or decline it. If accepted, you'll get a button to complete the purchase at that price from "My offers". Without that button, the listed price is fixed and buying happens instantly at that price.

Open the package as soon as you receive it — ideally the same day — and take dated photos of anything wrong (condition, mismatch with the listing). Then contact the seller quickly, ideally within 24h, via messaging, and share those photos. The refund is at their discretion — they can refund all or part of what you paid directly and immediately from your purchase page, with nothing for you to confirm on your end. If you don't hear back, contact our support team.

Message the seller first to check on progress. If you don't hear back, or they don't hand the item over, contact our support team — we'll follow up with them directly and look into it with you. Since this is an outright purchase there's no deposit to release here — we review each case individually with the seller.

We recommend sellers ship or hand over the item within 7 days of the sale, but there's no automatic deadline enforced by the Platform — it's arranged directly between the two of you via messaging. If the seller goes quiet or it drags on well past that window, contact our support team — we'll follow up with them and can step in if needed.

Send or hand over the item as soon as you can, ideally within 7 days. Unlike a rental, the sale amount is transferred to you as soon as the buyer's payment is confirmed — you don't need to wait until the item ships or arrives to get paid. We still recommend taking a dated photo of the item's condition right before sending or handing it over, so you're covered if the buyer later disputes its condition.

Yes — post it on the Item Requests board. Anyone who has (or is willing to list) that piece can message you directly.

Clothing, bags, and accessories in good overall condition are well suited to renting. Avoid pieces that are irreplaceable or have strong sentimental value — if lost or damaged, only financial compensation is possible. Flag any delicate materials (silk, satin, velvet) or detachable elements (belts, removable jewellery) in your description, since these can wear or go missing during a rental. Real fur is not accepted on Loueta. We reserve the right to remove listings that don't meet these criteria.

Real photos, taken by you — never visuals found online or screenshots. Favour natural light with no filters so the colour matches the piece in real life, and add at least one photo of it worn or styled rather than just on a hanger. Show any small flaws honestly too — it reassures renters and avoids disputes when the item comes back.

Loueta keeps a 15% commission on what you earn from each booking or sale. It's deducted automatically from your payout — never added on top of what the renter pays.

When you enter the item's retail value, Loueta suggests a daily price range (roughly 4-5% of that value) as a starting point only. You're always free to set your own price, higher or lower, based on demand, brand, or condition.

You choose the deposit amount for each listing yourself — there's no fixed formula. As a guide, many listers set it around 20% of the item's declared value; we show that suggestion for reference when you create or edit your listing, but the final amount is entirely up to you.

Several protections work together: any renter booking above €50 must be verified (identity confirmed via Stripe Identity), a refundable deposit is charged before every rental and held until you confirm the item came back in good condition, the protection fee covers minor damage (up to €75) at no extra cost to you, and beyond that you can send a payment request capped at the item's declared value for cases of clear negligence, loss, or bad faith. Double-blind reviews (published only once both sides have responded) also encourage good behaviour on both sides. That said, Loueta isn't responsible for damage caused by a member's behaviour or an item's condition — which is exactly why these protections exist.

Yes, from the booking page, with no need for their approval or to cancel anything — it's your call, and it happens immediately. Useful if, say, the item arrived late or had a small flaw you hadn't noticed. You choose the amount (up to the rental fee already collected) and a reason; the renter is notified right away. For a larger issue where you need the renter to pay you, use a charge request instead (see "What about damage to the item?").

You are, between rentals. If you'd like renters to help cover it, add a cleaning fee to your listing.

Yes — create named collections (like "Wedding season") from your account to group your pieces however you like. They show up as sections on your public wardrobe page.

Aim to have the item arrive on the rental's start date — not earlier, unless the renter agrees and confirms they'll be there to receive it. Before sending it out, take a few clear photos of its condition: these are your proof if a dispute comes up at return. If the rental's end date falls on a Sunday, give the renter a heads-up in advance, since couriers generally don't deliver that day.

Unlike platforms that hold your payout until the rental ends, your share moves to your Stripe balance as soon as the renter pays — no need to wait for the item to come back. From that balance, the transfer to your bank account follows your Stripe account's own payout schedule (usually automatic, every few days). You can check the details of your payouts at any time from your Stripe dashboard, reachable from the Payouts page in your account.

Get in touch with them via messaging first — a simple oversight is the most common cause. If the item is still unreturned after the end date, late fees accrue automatically each day, charged to them, and show up on the booking. If it's still not returned 10 days past the end date, the case is automatically converted into a dispute that our team reviews directly — there's nothing more for you to do, and your payout stays protected while it's under review.

The protection fee is a small, non-refundable amount that funds Loueta's damage coverage. The deposit is refundable — it's only withheld if there's a genuine dispute over damage.

As soon as they get the return back, the lister has 48h to inspect it and report any damage with photos. For minor damage (up to €75), the protection fee paid at booking lets Loueta reimburse the lister directly — you're not charged anything more. Above that, the lister can send you a specific payment request, which you can accept (and pay directly, securely) or decline; if there's no response within 72h, our team decides. Your deposit is always the first recourse, and you're never charged beyond it without your explicit agreement. Normal wear and tear is never charged.

It marks a lister who has completed identity verification — a quick trust signal before you request a booking with them.

It recognizes a real track record: at least 20 completed rentals in the last 12 months, an average rating of 4.5 or higher, and an active listing. Unlike the verified badge, which is about identity, this one is about performance — and it updates automatically once the criteria are met.

Verification is required for every lister before they can publish a listing, and for renters once a booking goes above €50. We use Stripe Identity, a leading verification technology: the process usually takes under 2 minutes and asks for your Belgian ID card or passport. Your documents are never stored by Loueta — they're held by Stripe, encrypted end to end, and never shared with other members.

All payments run through Stripe. Deposits are held separately from your rental payment and refunded as soon as the lister confirms the item came back in good condition — or automatically if she doesn't respond within 48h of receiving the return.

Never do this, even to "save time" or "skip the commission" — it's against our Terms of Service, and you lose all protection (refunds, disputes, insurance) if something goes wrong when payment doesn't go through Loueta. Stop the conversation and report the person to our team via "Support", with a screenshot of the exchange if you can.

Some red flags: being asked to pay via an outside link or another app, being asked for your bank details or an SMS code, or a message claiming to be from the "Loueta team" outside our usual channels (official email or in-app messaging). Loueta will never ask for this information by message. Don't click any suspicious link, don't reply, and report the conversation to our team via "Support" — we can then act quickly, including suspending the account involved.

Visit their public wardrobe page and tap "Follow". It'll show up under "Wardrobes you follow" in your account, so you can check back easily.

Every listing and every booking has a "Contact" option that opens a conversation in Messages. Keep the conversation on Loueta so you stay covered by our protections.

Loueta currently operates in Belgium only — listings, deliveries, and identity verification are all built around this market. Follow us on social media if you'd like to know when that changes.

From your account, go to "Support" to message us directly — we typically reply within 24 hours (a little longer during busier periods). For a question about a specific booking, try to keep the conversation with the other person in Messages first: our team can then step in faster if needed.

Contact the other person directly in Messages first — most situations get resolved that way within a few exchanges. If you don't hear back, or can't reach an agreement after 72 hours, write to us via "Support" with as much detail as possible (booking number, dates, photos, messages) — we'll look into it in the interest of both parties and always aim for a fair outcome.