Your Tulerie questions answered

Mirror selfie of a woman in a bold red jacket, black leggings, and silver flats in a closet setting.
General

GENERAL

  • Tulerie is a peer-to-peer luxury rental app with shopping, sustainability, and sharing on the mind. The Tulerie community is made up of like-minded members who are obsessed with fashion and are eager to expand their wardrobes in a way that is sustainable for both the environment and their wallets.

  • Download the app and access the closet immediately! We have three free tiers of membership (MEMBER, COMMUNITY MEMBER, and ALL ACCESS MEMBER). For more details on membership tiers, click here.

  • To get access to the COMMUNITY MEMBER level and above, we require an interview to get to know you better and maintain trust within the Tulerie community. Schedule a FaceTime call with us here, or Instant Interview here.

  • Our curated closet includes a great mix of luxury, advanced contemporary, emerging brands and vintage. We only carry clothing, shoes, and accessories that meet our brand list and are in excellent condition. Please take a peek at our list of designers here.

  • We are always updating our brand list! Email us at support@tulerie.com and we will consider your request.

  • You can contact us at any time at support@tulerie.com. We would be happy to help with any other questions you might have!

LENDER

Lender

  • We have taken several steps in making sure that we can confidently say: YES, it is safe.

    All users are required to securely perform a digital ID and selfie verification via the app with our payment partner Stripe.

    The required FaceTime interview for Community Member and All Access Member access make potential community members aware of our penalty fees in case of damage, late return, or loss (feel free to study up on them here). We also take this time to inform that we are not shy about removing anyone from the community.

    As a lender, you have the freedom via messaging in the app to ask questions about how your lended item may be used or just get to know the borrower.

    Tulerie pays close attention to each transaction to make sure everyone is abiding by the Terms. If we have any doubts, we will reach out to one or both parties.

    Additionally, we rely on our community to monitor one another. If you have any uneasy feelings or believe someone may be untrustworthy, we ask that you let us know immediately by emailing support@tulerie.com.

  • We've made it very easy for you. Click 'Add a Listing' on the front page of the app, then we will guide you through 5 simple steps.

  • Tulerie is a movement, and we don’t want anything holding you back. Because of that, Tulerie is free to join. We charge a 24% lending fee per transaction.

  • You will receive a notification in the app, and we'll also email you. You'll have 24 hours to approve the request within the app.

  • The Lender is responsible for ensuring the item is clean and ready to wear upon delivery to a Borrower. Once a borrowed item is returned, the Lender is responsible for cleaning the item. Please be kind to the earth and dry clean items sustainably.

  • The Lender is responsible for dry cleaning their items between users. Cleaning fees are determined by the Lender and included in the final rental price.

  • After the rental period is over, Tulerie funds will deposit into your account.

  • Tulerie funds are your earnings from pieces loaned to members of the community. Funds can be used toward rentals and purchases of your own or cashed out monthly.

  • Select a parcel that can be used for round-trip shipping. Sustainability is a founding principle of ours, so we suggest using a box you already have. Pack the item using reusable garment bags, dust bags, and hangers - go plastic-less where possible. Be sure to include the return shipping label inside your packaging.

  • We will prompt you on the shipping date via email, so ensure our emails (app@tulerie.com) don't end up in your spam folder. Otherwise, you can always view the timeline under My Transactions.

  • Shipping labels will be emailed to you on the ship date. You can also click the Reprint Label button within the Rental Summary page to print both shipping labels - one for the Lender to put on the box, and the other for the Borrower to return the items. Put the Borrower’s label inside the box to make it easy for them to return the piece back to you.

  • If you ship a rental late, the Borrower has the right to cancel the Rental and receive a full refund, in which case the Lender will not be paid their rental fee, and will be charged the round trip shipping fee paid by the Borrower, plus the full commission owed to Tulerie for that rental. If the Borrower chooses to proceed with the Rental, they have the option of returning it on the original return date, and receive a credit for the average daily rental rate that the Product was late. Please see our Terms for more information.

  • Report any damage within 24 hours of delivery by emailing support@tulerie.com images and description of the damage and by letting the Borrower know in the messenger. For the quickest outcome, we encourage you to come to a resolution with the Borrower on your own. If you and the Borrower are not able to come to a conclusion, reply to your original email to Tulerie with screenshots of the conversations had between you and the Borrower. We will then do our best to mediate between Lender and Borrower to come to a resolution.  In no case is Tulerie responsible or liable for any damages. Please see our Terms for more information.

  • If a request is canceled 8-10 days before the start of the borrow, the Borrower will be refunded 50% of the rental fee.  If the request is canceled within 7 days of the rental start date the borrower will not be refunded any of the rental fee.

  • You can contact us at any time at support@tulerie.com. We would be happy to help with any other questions you might have!

BORROWER

Borrower

  • The Lender can choose to loan their pieces for 4, 10, or 20 days. Each item will be noted with the allowed loan time. The first borrow day is the delivery date; your shipment can arrive as late as 8 pm. The item needs to be returned on the last day of the rental period by noon.

  • Tulerie is a movement, and we don’t want anything holding you back. Because of that, Tulerie is free to join. You only pay the rental fee of your borrow.

  • Once the Lender accepts the Borrower's request, the Borrower's card will be charged for the entire amount. Whether the request is two days or two months away, Tulerie holds payment to give both parties time to make sure that everything is as expected.

  • The cost of round-trip shipping is built into the rental price you see.

  • The Lender should include the return label in the box when you receive the item. If not, click the Reprint Label button within the Rental Summary in the app to print the shipping label.

  • No. We only ship orders within the continental U.S. Orders must also be returned from within the U.S.

  • As a Borrower, you may cancel a request from the Borrowing page of the app. Cancellations made within 7 days of the start date of the borrow are subject to a fee. See our Policies for additional information.

  • We require notification and return of the item within 24 hours of delivery. Email support@tulerie.com to let us know and inform the lender via messaging in the app. Once the item is returned, you will receive a Tulerie credit for the rental fee less shipping cost. These Tulerie credits have no expiration date and cannot be cashed out.

  • Reach out to the Lender via messaging in the app and let them know. We understand normal wear and tear may happen, including removable stains with proper cleaning, minor snags, missing beads, stuck zippers, and other minor damage. If you return a damaged product beyond normal wear and tear, you will incur additional fees. Please see our Policies section for more information.

  • No, you do not. The Lender is responsible for cleaning items after each Borrower's use. If you receive an item that doesn't seem laundered, please immediately get in touch with us.

  • Cleaning fees are determined by the Lender and included in the final rental price.

  • All users must provide a debit card or bank account to receive payments from lending. To borrow, you must provide a credit card to pay for rental transactions, fees, or damages.

  • Yes! We offer a Rent-to-Buy option, which will allow you to keep the piece you've borrowed rather than sending it back to the Lender - if they're willing to part with it. Or you can skip the rental part and decide to buy!

  • You can contact us at any time at support@tulerie.com. We would be happy to help with any other questions you might have!

Policies

THE POLICIES

  • We understand that plans can change, and you may decide to cancel a request. However, that means the item hasn't been available to the rest of the community, so here is how we handle cancellations:

    • If the Borrower cancels fourteen (14) days or more before the borrow date, the Borrower will be refunded 100% of the item rental fee.

    • If the Borrower cancels fewer than fourteen (14) days but more than seven (7) days, the Borrower will be refunded 50% of the item rental fee.

    • If the Borrower cancels less than seven (7) days before the borrow date, the Borrower will not be refunded for any amount of the item rental fee.

    We hold the Lender accountable to the same standards, so they can't cancel last minute on the Borrower. As a Borrower, you will always receive a 100% refund if your item is canceled. As a Lender, if you cancel a request in seven (7) or fewer days from the borrow date, you will be charged a $25 cancellation fee. If the Lender late cancels three times or more, we will suspend the Lender's account.

  • Once you receive an item, you'll have 24 hours to report a fit issue. After you report the problem, you'll have to send that piece back to the owner within the same 24-hour period. Assuming the item hasn't been worn, we'll issue a refund of the rental fee minus the shipping.

  • The Borrower will be charged the average daily rental fee for the rental period originally selected for each day an item is returned late. Additionally, a 20% late fee will be applied to the total. Tulerie reserves the right to charge the Borrower the retail value of the item if it is not tracking back to the lender. This charge will be refunded, less any late fees due, once the item is returned.

  • If you borrow a Product and it is not as described, you may receive a refund if you notify the Lender and return the item within 24 hours of receiving it (excluding Sundays and holidays). Once the Lender confirms receipt of the product, Tulerie will issue a refund, as long as the product, at the Lender's discretion, has not been worn.

  • We take great pride in our community and want you to as well. This is the main reason we have a tiered membership status.  These tiers allow us to be open to the public while creating an extra level of security for a portion of the items in the closet.  We also require reviews post transactions from both the Lender and Borrower. Like you, we want to know our possessions are in good hands, which is why we created a three strikes and you're out policy, removing you from the Tulerie community. Strikes can include repeat offenses like damaging items, late returns, canceling requests, lending items not up to Tulerie  standards, and anything else we deem offensive at Tulerie’s discretion.

  • You can contact us at any time at support@tulerie.com. We would be happy to help with any other questions you might have!

Still have questions?

You can contact us at any time at support@tulerie.com. We would be happy to help with any other questions you might have!