Support
Help centre
The questions we get most, answered. If yours isn't here, the desk replies within one working day.
Renting
How do rental dates work?+
Loops start at four days and run to twenty, and the longer the loop the lower the daily rate. The calendar blocks dates that are already booked plus the lender's turnaround buffer, so you can only request dates that are genuinely free.
Is the deposit actually charged?+
No. The refundable deposit is authorised as a hold on your card, so the money never leaves your account. When the piece comes back and passes the condition check, the hold is released in full, usually clearing within three to five working days.
Do I need to clean the item before returning it?+
Never clean it yourself. Professional dry cleaning is included in your rental total and specialist partners handle it between wears.
What happens if I return late?+
Extra days are charged at the standard daily rate from the deposit hold, because the next renter's dates are already committed. Message the lender as early as you can if something goes wrong.
How do I know it will fit?+
Listings show the model's height, garment measurements and the lender's fit notes — whether it runs small, where it sits, and what size they usually wear. You can also request measurements directly from the seller through messaging.
Buying preloved
Are preloved items authenticated?+
Every resale listing carries a condition grade and a material ledger, and higher-tier pieces are checked before they go live. If something arrives that is not as described, open a return within 14 days.
Can I return a purchase?+
Yes — you have 14 days from delivery. Request the return from your orders desk with a reason and photographs; the seller reviews first, and the Libre desk decides if it is disputed.
How do I track my parcel?+
As soon as the seller adds tracking, a live timeline appears on your order covering Royal Mail, Evri, DPD and UPS, from dispatch through delivery and return.
Lending & selling
What commission does Libre take?+
Resale is 10% for private sellers and 12% for boutiques. Rentals are 15%. Commission is deducted from the gross and your net figure is shown before you list.
When do I get paid?+
Complete identity and bank verification once from your profile, then choose a daily, weekly or monthly payout schedule. Resale funds release after the buyer confirms receipt; rental funds release after the return is checked.
Something came back damaged — what now?+
Open a damage report from the lender desk with photographs and a repair or replacement estimate. The renter responds, the Libre desk reviews, and the outcome is a full release, a partial deduction or a full deduction from the deposit hold.