• FREQUENTLY ASKED QUESTIONS

    What is High Street Runway?

    High Street Runway is an app marketplace built for people to rent and sell their clothes. The more people who join up, the more clothes you have access too. So tell all your friends about it.


    How do I join?

    Download the High Street Runway app from the Apple AppStore and browse as a guest or create an account.


    What sort of information will you ask from me?

    If you have a Google account, Facebook or Twitter you can tap the button and it collects all your details and creates an account for you. If you don’t you will be asked: – your name – your user name (which could be the same as your Instagram or Snap Chat) – your email address – to create a password (which must be 8 characters long and include one symbol) – your birthday – a photo of your photo ID for identification purposes only – it will not be shown on the app – to take a live selfie for identification purposes – it will not be shown on the app.


    What kinds of clothes can I search for?

    The search button allows to refine what you’re looking for be it type, label occasion or even location. If you need something quick, use the search button and refine it to what others have at your school or college or near your workplace.


    Who can use the High Street Rentals App?

    Anyone can but it's been designed for 15 - 25 years but we have included some functions to make it easy for people who rent as a shop on social media and high schools and uni students. Our search function means you can narrow down by username, school or uni campus.


    How old do I have to be?

    It’s been designed for 15 years and older just like Instagram, Snapchat and Facebook. If it works really well we might do other apps for other age groups later on. However, If you are under the age of 18 we would like for you to show your parents or guardian the terms and conditions so that they understand the how the App works.


    How does the drop-off and pick up work?

    The App is designed for you to be able to lend something close by and heaps of shops will post to you. Please discuss the best way to get your item on the chat function. You can use the location tool to narrow it down to a few kilometres from where you live or hang out or you can type in your school or uni and meet up there.


    What is safe drop?

    We insist and remind you repeatedly to never ever, EVER drop off and pick up from someone's house you don’t know. We ask you to choose a public meeting point like mall, shopping center or school.


    How does shipping work?

    Whether or not you ship your items is totally up to you. There is a spot for you to put in a shipping price but just remember to include the return price too. We recommend you use Australia Post and include a marked-up return bag which is signed so the lender has to simply put it in a post box. Please keep copies of the tracking numbers.


    What is a shop?

    If you have some lazy friends who could not be bothered to rent their clothes, do it for them and you can call yourself a shop (lots of people are doing it on Instagram we’ve just got the security and payment system sorted). It’s also a really good excuse to grow your wardrobe and be like a boss.

    If you decide to open a shop make sure your name is your own and please don’t try to impersonate someone else, another member or shop ( e.g.: don’t call your self Princess Polly because you are not).


    Do I have to rent out my clothes to use the app?

    You sure DON’T, you can just be nosy and see what’s around and it is ok to just be a lender.

     

    How do I list an item to rent?

    Press the upload item button and you’ll be asked what it is, what size, the category and how much you want to rent it for and if cleaning is free or an extra charge if dry cleaned. You can load up to five photos per item and great photos will make your listing shine. More info click here.


    How much should I charge to rent my clothes?

    Totally up to you and you will soon figure out if it’s too cheap (lots of enquiries) or too expensive (no enquiries). We’ve set out some guidelines if you would like to have a look.

     

    I am an established Instagram rental shop, what's the best way to set up account?

    We suggest you mirror your Instagram shop's name, bio and terms and conditions. We are a marketplace connecting users and so how you run your business is up to you. We suggest confirming extra detail on the chat about refunds, returns and delivery with the lender so there is no confusion.

     

    I have a website, can you help list my items?

    Yes we sure can. We can do a bulk upload from an excel template, contact us for more info.


    How do I lend an item?

    If you see something you like, check the calendar to see if it is available and if it is, contact the renter through the messenger tab. You’ll need to discuss stuff like cleaning and drop off and pick up. Once you have this sorted, press the book now button.


    How does the payment work?

    We use PayPal as our payment gateway to pay for bookings. You will be redirected to their site where you can check out as a guest and use a credit or visa debit card to pay or you can sign in with your PayPal account. The money is held in trust until the item has been delivered to the lender and they press "Item Received" on the booking. This triggers payment into the renters nominated bank account.


    What are the charges for using the App?

    Obviously, you will need to be connected to wifi to use the App. Downloading and creating a profile are free. Looking is free. Booking is free - when you get paid out we deduct a 7.5% service fee to cover our bank costs (service fee is only charged on the items rental price, not shipping).


    Why do I have to use the messenger tab?

    We want you to keep all the communication between the borrower and renter on our message platform. This is so we have a record of how you came to your arrangement in case there is mixed communication. We also never want you to give your mobile number out for security reasons.

     

    Can I take a booking outside the app?

    We keep a record of your messages in case there is a dispute. If we find you have been contacted about a rental on the app and then taken it offline, we will not be responsible for what happens.

     

    Can I pay with cash or do a direct bank transfer?

    No, it is a strict violation of our terms and conditions for you to pay cash or take the payment offline. It makes it harder for us to protect you and puts you at a greater risk of fraud and other security issues. If someone asks you to pay cash please report them.


    What if someone ruins my clothes?

    Goodness, we hope this never happens, but if it does be honest and let the renter know. In most cases, it will be able to be fixed or repaired. We ask you to put a replacement price on all clothes so you know what to expect if the worst happens. In all cases, it is a privilege to be using someone else’s clothes so treat with the utmost care.

     

    What if I have to cancel a booking?

    Sometimes plans change or it is not quite right, which is OK. Please get in touch with the renter or lender via the chat button and see what you can sort out. It is totally up to the owner as to whether or not they approve refunds, please ask what their policy is when placing an order. We deliberately hold the funds in our account until they are released by pressing the ITEM RECEIVED button. We can issue a refund if required but it will be minus the service fee of 7.5% which cover bank costs which are already incurred.

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