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Dear Danielle Protection Policy

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Dear Danielle Protection Policy

Fashion should feel exciting—not stressful.

Dear Danielle is built around trust. Someone is trusting another person with a favorite piece. A Renter is trusting that the piece she receives is what she saw online. Our Protection Policy establishes the process Dear Danielle uses to evaluate disputes involving damage, loss, theft, non-return, or material problems with an Item.

This Protection Policy is a marketplace protection and dispute-resolution process. It is not an insurance policy and does not promise a predetermined payment or fixed reimbursement amount.

Renter Protection

A Renter may be eligible for assistance if:

  • The Item materially differs from its listing;

  • Material damage was not disclosed;

  • Another covered circumstance occurs.

  • The Item materially differs from its listing;

  • The Item is materially unclean or not reasonably ready to wear;

  • The wrong Item was provided;

  • The Item is counterfeit;

  • The Item was materially altered without disclosure;

  • The Item does not arrive; or

Report it Quickly.

Renters should document material issues and contact Dear Danielle as soon as reasonably possible after receiving the Item Please email [email protected] and include:

  • Photographs;
  • A description of the issue
  • Any other information that may help us understand the issue.
  • Videos;
  • The applicable order or rental information; and

Dear Danielle may request additional documentation. Timely reporting is important because the condition of an Item and the circumstances surrounding a transaction may become more difficult to verify over time.

Fit

Fit is personal. A labeled size does not guarantee fit. Renters are responsible for reviewing measurements, photographs, descriptions, and otheravailable information before renting.

Fit-related concerns do not automatically constitute damage or a defect.

Lender Protection

When an Item is lost, stolen, materially damaged, or not returned, Dear Danielle will evaluate the circumstances case by case. Dear Danielle does not guarantee a fixed reimbursement amount or automatic payout for any particular claim.

Instead, Dear Danielle may mediate between the parties and evaluate the available evidence to determine an appropriate resolution.

Factors may include:

  • The Item's listed Recommended Retail Price (RRP);

  • Photographs and videos;

  • Purchase receipts or other documentation;

  • Current market information;

  • Age of the Item;

  • The timing of the claim;

  • The Item's condition after the rental;

  • Proof of ownership;

  • Communications between the parties;

  • The Item's condition before the rental;

  • The original listing;

  • Brand and model;

  • The circumstances surrounding the loss, damage, theft, or non-return;

  • Shipping and carrier records

  • Any other information Dear Danielle reasonably considers relevant.

  • The timing and quality of submitted evidence;

  • Whether the parties complied with Dear Danielle's policies; and

Recommended Retail Price

Where applicable, the Recommended Retail Price (RRP) provided by the Lender may be used as one factor in evaluating a claim. RRP does not automatically determine the amount of any reimbursement, adjustment, or resolution. Dear Danielle may consider the Item's actual condition, age, market value, availability, and supporting documentation

Case - By - Case Mediation

Dear Danielle may facilitate communication between the parties and mediate disputes involving an Item. The purpose of mediation is to reach a fair and reasonable resolution based on the facts and evidence available.

Possible resolutions may include

  • Repair;
  • Professional cleaning;
  • Partial reimbursement;
  • Full reimbursement;
  • Replacement;
  • Rental adjustment;
  • Refund or credit; or
  • Another resolution Dear Danielle determines to be appropriate under the circumstances.

No particular resolution is guaranteed.

Repair Before Replacement

Where reasonably possible, Dear Danielle may consider professional repair or restoration before determining that an Item requires replacement or monetary reimbursement.

Condition Documentation

Lenders should photograph their Items before each rental. Photographs should clearly show:

  • Overall condition;
  • Fabric
  • Closures
  • Embellishments;
  • Hemlines
  • Labels;
  • Accessories; and
  • Existing imperfections

Reporting a Lender Claim

A Lender should report damage, loss, theft, or non-return to Dear Danielle as soon as reasonably possible and preferably within 48 hours of the scheduled return date/time or receipt of the returned Item, whichever is applicable.

Claims should be submitted by email to: [email protected]

A claim should include photographs, videos, relevant transaction information, and any other available documentation. Dear Danielle may consider the timing of the report and supporting evidence when evaluating the claim

A delayed claim may be more difficult to substantiate and may affect the outcome.

Exclusions

A claim may be denied or limited where circumstances include:

  • Intentional damage;
  • Insufficient evidence;
  • Fraud;
  • Unauthorized transactions;
  • Misrepresentation;
  • Off-platform transactions;
  • Counterfeit goods;
  • Unauthorized alterations;
  • Stolen goods;
  • Failure to reasonably cooperate with the claim process;
  • Normal wear and tear;
  • Claims submitted after an unreasonable delay; or
  • Damage that existed before the rental;
  • The timing and quality of submitted evidence;
  • Other circumstances that make the claim ineligible or impossible to reasonably evaluate

Protection Limit

Each claim is evaluated individually

The amount or form of any resolution, if any, will depend upon the facts and evidence available at the time of review.