FAQ

How long can I rent the items for?

We recommend starting your rental period at least 1 to 2 days before your event just to be safe. While we ship your item with the expectation to get it to you on the day of or the day before your rental period begins, if you miss the courier delivery you may have to wait until the following day to collect your package from the depot or for the re-attempt delivery. Giving yourself a few days extra is always a safer bet.

You will be charged the rental fee, shipping, $10 insurance for minor wear and tear at the time you place your order
We will also authorize your card for a damage deposit, which is the indicated as the 'Replacement Cost' on each product page. (In the event that the item is not returned or gets damaged beyond normal wear and tear). This is not a charge on your credit card but it allows us to charge you for late fees or in the event that the item is damaged outside of normal wear and tear.

Look for a product called Rental Insurance. It's the last item on our product page. You can also look it up in our search bar. Add it to cart like you would any other product.

Within 24 hours of your rental being shipped your payment card will be pre-authorized for a damage deposit.
The damage deposit varies per item and is listed on each product page.
The damage deposit is a pre-authorization to your card but not an actual charge.
The pre-authorization determines if you have the available funds in the event that we need to charge you for damage to the item, late fees or failure to return the product completely.
We will send a notification to the email address you provided on the order however we are not responsible for whether you received the email. Sometimes email may end up in a spam folder so it is your responsibility to make sure that despite our best efforts to notify you of the upcoming pre-authorization, that you have the funds on your card for the pre-authorization to be successful.

If we cannot process the damage deposit we cannot ship your item
We will make our best effort to contact you if your pre-authorization is unsuccessful however it is your responsibility to ensure your card has enough available funds on it for us to successfully place the damage deposit hold
If we cannot process your pre-authorization within 24 hours of when we need to ship out the item your order will be canceled and is non refundable. Your shipping fee and insurance fee will be applied as a credit to your account.

As soon as you return your item and we confirm there is no damage, we will close the pre-authorization on your card so the funds will be available to you.
Please note that each credit card has a different length of time between when RewareLux releases your pre-authorization and when the funds become available on your card. This timeline is subject to the rules of your financial institutions.

Our hope is that you take excellent care of the product, but we know accidents happen. In the case that the product is damaged you will be charged for the cost of the repair or in scenarios where the item is beyond repair, you will be charged the full 'Replacement Cost' price which is listed on each product page.
If we can repair the product we will pass on the cost to you but our tailors will determine the cost. DO NOT ATTEMPT TO REPAIR THE ITEM YOURSELF. If you do, you will be charged the full 'Replacement Cost' price.

Late returns are subject to a late fee of $50 per item per day, you will be charged up to an amount of the 'Replacement Cost' Value plus applicable sales tax (plus the Rental Fee). Late fees are strictly enforced, no exceptions. When you return the item late it means the next customer won’t get it on time and it could ruin their big day. Items being shipped back to us will only be subject to late fees if postmarked at a later date than agreed upon. You will not be charged any late fees due to carrier delays.
Items not returned within 3 days of the end of the rental period are subject to a new damage deposit pre-authorization. Failure to accept a new damage deposit pre-authorization will result in being charged the full 'Replacement Cost' price plus all late fees.

Products not returned within 3 days of the end of the rental period are subject to a new damage deposit pre-authorization. Failure to accept a new damage deposit pre-authorization will result in being charged the full 'Replacement Cost' price plus all late fees.
If you know that you won’t be returning the product for any reason including damage or loss, you must notify us by phone right away to avoid payment of additional late fees.

If we can’t fulfill your order you will be refunded your rental fee, shipping fee and insurance fee.

You can opt out of the insurance but you will be charged for any minor wear or tear. The repair cost will be determined at the sole discretion of CityLux.

If we are unable to process your damage deposit within 24 hours of shipping, your order will be canceled without refund.

We guarantee to ship your items using the shipping method/ delivery time frame you request at checkout. We cannot guarantee or be accountable for delays resulting from the carriers.
If you do not receive your item in time for your event due to carrier delays, we will provide you with a store credit for your rental, shipping fees and insurance. Unfortunately no refund can be provided.

Once you pick up your item in person or your item is shipped it is considered rented for the time period agreed upon. Unfortunately if you choose not to wear it for any reason including fit issues we cannot refund / credit you for it. Please note due to the nature of the material(s), lighting used in photoshoot, or your display settings, the color may vary slightly from product to product.

You cannot cancel your order but you can exchange your item or get a store credit up until the day we ship.