Heritage Style,
without the commitment.
Rent stunning, pre-loved, south Asian wear from trusted lenders in your neighbourhood.
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FAQs
Why do I need to bring ID to the collection?
ID verification is a core part of how ViyahVogue keeps the community safe for everyone. We require borrowers to bring a valid photo ID – passport, driving licence or national ID card – to every collection. The lender will check that the name on your ID matches the name on the booking and the card used to pay. This confirms that the person collecting the outfit is the person who made the booking, protecting both parties from fraud or impersonation.
The lender will also photograph your ID through the handover app, which is sent securely to the ViyahVogue operations team. Your ID is never stored in the app or shared with the lender.
What do I do if the handover app isn't working?
If the ViyahVogue Handover App at viyahvogue.com/handover isn’t responding, don’t abandon the handover.
Both parties should follow the manual protocol: check the borrower’s ID, record a 60-second video of the outfit together with both parties visible in the frame, confirm the inventory is complete and note any pre-existing marks.
As soon as you have internet access, email operations@viyahvogue.com with your booking reference and the outcome of the handover. Full instructions are in our Manual Handover Protocol guide.
Why is there a late cancellation fee?
If a borrower cancels within 24 hours of the scheduled collection, a £20 fee is deducted from their deposit. This exists for three reasons. First, Stripe charges a payment processing fee on every transaction regardless of whether the rental goes ahead – a late cancellation still incurs this cost.
Second, our team spends time coordinating and supporting every booking, and a last-minute cancellation still requires admin to resolve. Third and most importantly, the lender has held that date for you – turning down other potential borrowers in the process.
The £20 fee ensures we can fairly compensate the lender for that lost opportunity, covering our costs in the process.
How do I know the outfit will fit before I book?
Every listing includes a UK size and we strongly recommend lenders add exact measurements – chest, waist, length and hip – so you can compare against your own.
Many South Asian garments also have drawstring waistbands which give useful flexibility. If you’re unsure, message the lender before booking to ask about fit, or arrange an informal try-on directly with them.
If you skip this step and the outfit doesn’t fit at collection, this is treated as a late cancellation. Read our full guide to Getting the Size Right.
What happens to my security deposit and when do I get it back?
Your security deposit is held securely by ViyahVogue for the duration of the rental.
Once both parties have completed the return in the handover app and submitted their mandatory reviews, the deposit is released back to you – assuming no damage claim has been raised.
If the lender raises a dispute, ViyahVogue will review the evidence before making a decision on any deduction. We aim to resolve disputes as quickly as possible. Your deposit is never paid directly to the lender – it is always held by ViyahVogue until the rental is fully closed.
Can I cancel a booking and get a refund?
If you need to cancel, you can do this directly through the platform.
Cancellations made more than 24 hours before the scheduled collection can be processed without a fee, though please note that transaction fees charged by Stripe at the point of booking are non-refundable.
We’d still ask you to email us at operations@viyahvogue.com to let us know. If you cancel within 24 hours of collection, a £20 late cancellation fee will be deducted from your deposit.
What should I do if the outfit arrives damaged or not as described?
If you arrive at the collection and find significant damage that wasn’t disclosed in the listing – stains, tears, broken zips – you have the right to refuse the rental.
Open the ViyahVogue Handover App at viyahvogue.com/handover and use the issue reporting function to document and flag the problem. The app will guide you through recording the damage with both parties present. Do not take the outfit home. Notify us at operations@viyahvogue.com within 24 hours to be eligible for a full refund.
Evidence collected through the handover app at the time of collection is always the strongest basis for a claim.
How do I get paid as a lender and when?
Payouts are processed once both parties have completed the return in the handover app and both mandatory reviews have been submitted.
ViyahVogue takes a 20% commission from each rental – your payout is the remaining amount after this deduction. Payouts are sent to the bank account connected through your Stripe Express account. I
f you haven’t set up Stripe Connect yet, you won’t be able to receive payments – follow our guide to connecting your bank account to get started.