How Rentals Work – FAQ
How Rentals Work
At The Tilayo Showroom, we make luxury fashion accessible — without the commitment of ownership. Here's everything you need to know before your first rental.
Deposits
Is a deposit required?
Yes. A refundable security deposit is collected at the time of booking. The deposit amount varies by item and is clearly shown on each product page. It is held to cover any potential damage or loss and is refunded in full once the item is returned in its original condition.
When will I receive my deposit back?
Deposits are refunded within 24 hours after the item has been inspected and confirmed undamaged upon return.
Rental Duration & Pricing
How long can I rent an item?
Rentals are priced per day, and you can choose the number of days that suit your occasion. Minimum rental periods may apply to certain pieces. Your rental duration is selected at the time of booking.
Can I extend my rental?
Extensions may be possible subject to availability. Please contact us as soon as possible before your return date, and we'll do our best to accommodate your request.
Pickup, Delivery & Returns
Can I pick up my rental in person?
Yes. You can collect and return your rental at our showroom by appointment. Select the in-store pickup option at checkout and you'll receive instructions to schedule your appointment.
Do you offer delivery?
Yes, delivery is available within select areas. Delivery fees and lead times will be shown at checkout based on your location. Please allow sufficient time before your event date when placing your order.
How do I return my rental?
Returns are made either in person at the showroom or via our designated courier, depending on how your rental was dispatched. We will send you full instructions on whatsapp, so kindly make sure the number entered works.
Cleaning & Care
Do I need to clean the item before returning it?
No — please do not attempt to wash, dry-clean, or spot-treat any rental items. All pieces are professionally cleaned and steamed between rentals by our team. Simply return the item in the condition you received it.
What if the item arrives with a stain or pre-existing damage?
All items are thoroughly inspected before dispatch. If you notice any damage or issue upon receipt, please photograph it and notify us within 2 hours of collection or delivery so we can update our records and ensure your deposit is protected.
Damage Policy
What happens if an item is damaged during my rental?
We understand accidents happen. Minor wear consistent with normal use is covered. However, significant damage — including tears, stains that cannot be removed, lost embellishments, or structural damage — may result in a partial or full deduction from your deposit, or an additional repair/replacement charge depending on the severity.
Am I liable if an item is lost or stolen?
Yes. You are responsible for the item from the moment it is in your care until it is returned and signed off by our team. In the event of loss or theft, the replacement cost of the piece will apply.
Sizing & Fit
How do I know if an item will fit me?
Each product listing includes sizing details and brand size guides where available. If you are between sizes or unsure, we recommend booking a showroom appointment so you can try the piece before confirming your rental. You can also reach out to us directly and we'll advise based on the specific item.
Payments
What payment methods do you accept?
We accept all major debit and credit cards. Bank transfers may also be available — please contact us to arrange. Full payment (rental fee + deposit) is required to confirm your booking.
Still have questions? Contact us — we're happy to help before you book.