FREQUENTLY ASKED QUESTIONS

ABOUT US

MY ACCOUNT

HOW DOES BORROW WORK

HOW DOES BUY WORK

HOW DOES SELL WORK

Does Bag Borrow or Steal have a store location?

Answer:
No, we are currently online-only.

Transparency in Coverage compliant?

Answer:
Yes, To comply with the new Transparency in Coverage regulations, UnitedHealthcare/All Savers creates and publishes the Machine-Readable Files on behalf of Bag Borrow or Steal. To link to the Machine-Readable Files, please click on the URL provided. Our company specific data will be available as of July 1st, 2022: transparency-in-coverage.uhc.com

How do I update my email address?

Answer:
Login to your Bag Borrow or Steal account and click on My Account. On Personal Information page, click Edit Customer Information. Update your information and then click save.

How do I reduce the frequency of emails I receive from you? 

Answer:
Login to your Bag Borrow or Steal account and click on My Account, then click on Account Information, then click on Manage Your Bag Borrow or Steal Emails. Update your preferences and then click update now to save the information. It may take up to seven days to see your email preference changes.

How does "BORROW" work?  

Answer:
All you have to do is find the perfect bag, enjoy it, return it and repeat. No membership is required and there are no hidden fees. The price you see includes everything (rental & shipping). Sales tax is required in some states.
Browse handbags and accessories now!

Why do I need a credit check? 

Answer:
By initiating a purchase or requesting a borrow from BBOS, you give us permission to use the information you provide to conduct one or more credit checks at any time. You give us permission to perform credit checks for all transactions, including for those items marked "Credit Check Required." We may contact you if we need additional information to complete a credit check. If you do not want BBOS to perform a credit check, please notify Customer Service so that we can cancel your order. BBOS reserves the right to cancel your order at any time.

Do you offer insurance?  

Answer:
No, we do not currently offer damage insurance. If we are not able to clean or repair the item and offer it for future rentals, it will be considered damaged. If it is considered damaged, you will be responsible for the full retail price of the item and the item will then be returned to you once you have paid for the item. If we notice multiple cases of excessive damage to your rentals we reserve the right to close your account at any time.

If the item is stolen or lost, you will also be responsible for the full retail price of the item. We will provide you with a receipt so you can work with your insurance company, if applicable. If we notice multiple cases of theft of loss to your rentals we reserve the right to close your account at any time.

What if I damage an item I am borrowing? 

Answer:
If you return an item with excessive or abusive damage exceeding normal wear and tear, you are responsible for the full retail price of the item and we will return the item to you.

Examples of excessive or abusive damage are:

• Strong odors, including but not limited to cigarette smoke, moth balls, and perfume
• Stains on the interior (such as ink, makeup spills, etc)
  
• Stains on the exterior (such as ink, denim, water, etc)
  
• Gouges in the exterior of the bag
  

How much does shipping cost? 

Answer:
Standard shipping is free on all Bag Borrow or Steal rentals. If you need an item in a hurry you will have the option to upgrade to expedited shipping at checkout for an additional fee. Return shipping is also free for all rentals.

How long will it take to get my rental after you receive my order? 

Answer:
When we receive your order, it may take 1-2 days to process. Once the item is shipped you will receive it within 5-6 business days with our free standard shipping option.

Can I get my requested item sooner? 

Answer:
Yes, we offer two expedited shipping options. Select your preferred shipping option when you place your order.

Do you ship to P.O. boxes, APOs or international addresses? 

Answer:
Currently, we are not able to ship to P.O. boxes, APOs or international addresses.

What taxes apply to my order?  

Answer:
We are required to collect sales tax for deliveries to the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, New Jersey, New York, North Carolina, Texas, Utah, Washington and Wisconsin.

What is your return policy on Borrowed items? 

Answer:
It's important to us that you're happy with your order. Borrowed items may be returned based on the policy below.

You may return your borrowed item WITHIN 2 BUSINESS DAYS of receipt.

• A refund will be given based on the total amount, less any expedited shipping fees.
• Items must be unworn and in the original condition in which they were received.
• 'Guaranteed Authentic' tags must be attached. Items WITHOUT 'Guaranteed Authentic' tags are subject to a full month Borrow term.

Answer:
For any refunds/credits of returned items, please allow 2-3 business days after the item has arrived at our Fashion House, in order for us to inspect and process the return. After the return is confirmed valid, the refund will be issued.

Answer:
Borrow terms renew every 30 days and the monthly renewal day may change from month to month.

How long can I borrow an item?  

Answer:
There is no time limit for borrowing. As long as your account remains in good standing, the frequency of item rotation is up to you. Your payment method will automatically be charged at the end of the rental term if you have not yet returned the rental item.

How do I return an item when I am done borrowing it? 

Answer:

1. Visit the BORROWING NOW page in My Account and click on Return an Item
2. Select the item(s) you want to return
3. Place the return receipt form inside the box with the item(s) you are returning (along with dustbags or other included items)
4. Affix the shipping label to the outside of the box
5. Print the return receipt and shipping label*
6. SCAN your package at any UPS location
7. You will be sent an email confirmation when we receive your package

How do I cancel a return? 

Answer:
It is not necessary to cancel a return. Just keep enjoying your item(s) and return them when you are ready.

What happened to the Wait List? 

Answer:
In our continuing effort to improve our service, we have decided to remove the Wait List. Please come back to our site regularly to find new items you can enjoy immediately.

What is the Wish List? 

Answer:
The Wish List (formerly My Favorites) allows you to save items that you're thinking about borrowing or purchasing. If they're available you can click Borrow or Purchase Now now.

What happens if I fall in love with a rental item and want to keep it? Can I buy it?  

Answer:
Rental items can only be purchased outright if the item is being moved to the BUY section of our website. We will send you an email notification giving you the option to purchase the item if this occurs.

Can I borrow more than one handbag at a time?  

Answer:
You are allowed to borrow one (1) handbag per calendar month. After three (3) successful borrowed handbags, you may be eligible to borrow two (2) handbags per calendar month. Eligibility is not guaranteed. Terms & Conditions.

Is it possible to change the borrowing term for an item I rented?  

Answer:
No, all borrow terms are for 30 days with the option to renew. The 30 day borrow term can't be shortened and renewal dates can't be moved.

When is my payment method charged for an item rental? 

Answer:
Item rental, sales tax (where required) and optional expedited shipping fees will occur on the date an item is shipped. Item renewals will be charged at the end of your rental term.

What is an authorization? 

Answer:
When you have placed an item in your Shopping Bag, an initial authorization is placed on your payment method to verify the validity of the payment method and the funds. Once the transaction is authorized and is complete, the actual amount will be charged to your payment method. If an order is canceled, please allow 2-3 business days for this authorization of funds to be released (this is dependent on your financial institution's timing standards).

Are rental items new? What condition are the rental items in? 

Answer:
Rental items are like-new. There should only be minor signs of wear and tear. Vintage items may have additional wear and tear due to the age and rarity of the item. Each item is cleaned and inspected before it goes back on the shelf. Please notify customer service at 866-922-2267 if your item does not meet this standard.

Are these replicas? 

Answer:
Each and every item on our site is guaranteed authentic. We do not buy, sell or rent replicas.

What are some advantages to borrowing instead of buying?  

Answer:

• You can carry new accessories every month
• You can carry the same item worn by your favorite celebrity
• You have the flexibility to keep an item as long or as short as you like and only pay for the time you used it
• You can save money and space by resisting the urge to accumulate a closet full of items that you rarely use

What should I do with the security tag that is attached to my rental?  

Answer:
The Certified Authentic tag is your assurance that the item you've received is authentic. It must remain attached to the item you've borrowed while you inspect it, and if you return the item. You will not receive a refund if you return the item without the Certified Authentic tag. If you keep the item, you can remove the tag, throw it away and enjoy your rental.

What payment methods do you accept? 

Answer:
We accept the following payment methods: Visa, MasterCard, Discover, American Express and PayPal. We do not accept checks or money orders at this time.

Can I buy instead of rent? 

Answer:
We offer merchandise you can buy on the "BUY" section of our site.

How does "BUY" work?  

Answer:
The "BUY" section of our website is a great source for buying designer accessories. It is stocked with gently used accessories that we have either moved out of our rental collection or that have been purchased directly from our customers. All of these accessories undergo an authentication process before they are posted on the site for sale and authentication is guaranteed.

How much does shipping cost (item purchase)? 

Answer:
Standard shipping is free on all orders. If you need an item in a hurry you will have the option to upgrade to expedited shipping at checkout for an additional fee.

How long will it take to get my purchase after you receive my order?  

Answer:
When we receive your order, it may take 1-2 days to process. Once the item is shipped you will receive it within 5-6 business days with our free standard shipping option.

Can I get my requested item sooner (item purchase)? 

Answer:
Yes, we offer two expedited shipping options. Select your preferred shipping option when you place your order.

Why is my item not eligible for expedited shipping? 

Answer:
Your item will take additional time to process and ship.

Do you ship to P.O. boxes, APOs or international addresses? 

Answer:
Our Buy section is available for international shipping. We are able to ship to international addresses. We do NOT ship to P.O. boxes or APOs at this time. The purchasing customer is responsible for ALL applicable shipping fees, duties and taxes associated with the destination country.

What taxes apply to my order?  

Answer:
We are required to collect sales tax for deliveries to the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, New Jersey, New York, North Carolina, Pennsylvania, Texas, Utah, Washington and Wisconsin.

Are there limits to the number of items I can purchase?  

Answer:
No.

What should I do with the security tag that is attached to my purchase?  

Answer:
The Certified Authentic tag is your assurance that the item you've received is authentic. It must remain attached to the item you've purchased while you inspect it and if you return the item. If you keep the item, you can remove the tag and enjoy your new purchase.

What is your return policy on purchased items? 

Answer:
It's important to us that you're happy with your order. Purchased items may be returned based on the policies below.

You may return your purchased item WITHIN 4 DAYS of receipt for a MERCHANDISE CREDIT.

• FINAL SALE items are not eligible for return.
• 'Guaranteed Authentic' tags must be attached. Items WITHOUT 'Guaranteed Authentic' tags WILL NOT be accepted for return.
• Items must be unworn and in the original condition in which they were received.
• Customers are responsible for return shipping fees and insurance. We recommend insuring the package upon its return. Bag Borrow or Steal is not responsible for returns that are lost in transit.

How do I return a purchased item? 

Answer:
Repackage your purchased item to include all original packaging materials (boxes, dust bags, tissue) and a copy of your receipt. Simply choose your own method of shipping and send your package to Fashion House address:

BBOS
2114 Eagle Drive
Middleton, WI 53562

How long will it take to receive a refund or credit? 

Answer:
For any refunds/credits of returned items, please allow 2-3 business days after the item has arrived at our Fashion House, in order for us to inspect and process the return. After the return is confirmed valid, the refund will be issued.

Answer:
Each and every item on our site is guaranteed authentic. We do not buy, sell or rent replicas.

What condition are the "BUY" items in?  

Answer:
We carry both Brand New and Pre-Owned items. The condition of each item is noted in the Condition Definitions on the corresponding product page. Condition will vary by product and the price of each item will be impacted by its condition. Each item is cleaned and inspected before it is sold. Please notify customer service at 866-922-2267 if your item does not meet this standard.

What payment methods do you accept? 

Answer:
We accept the following payment methods: Visa, MasterCard, Discover, American Express and PayPal. We do not accept checks or money orders at this time.

How does Affirm payment plan work? 

Answer:
We strive to bring affordable luxury to our customers. Finance your purchase over 3, 6, or 12 months with Affirm payment plans. To participate, simply select Affirm as your payment method and place your order with Bag Borrow or Steal. After placing your order with Bag Borrow or Steal, you will be redirected to the Affirm website to complete your payment plan. NOTE: Affirm is available for Buy items only. Our Borrow items are not eligible for Affirm.

Why is my item not eligible for expedited shipping? 

Answer:
Your item will take additional time to process and ship.

How does "SELL" work?  

Answer:

• Fill out our quick and easy online submission form.
• Upload your pictures and submit the form.
• You will receive an e-mail with either an offer or a decline, usually within 2-3 business days.
• If you receive an offer, you can accept or decline the offer. Note: Did you know you can earn 10% more by choosing to be paid with store credit?
• If you accept the offer, you can print a pre-paid UPS shipping label. Carefully package your item, affix the label to the outside of the box, and drop it off at any authorized UPS location.
• Once we receive your item, it will go through an inspection and authentication process. If it passes, and you choose to sell your item, we will issue your payment within 3-7 business days. If you choose consignment, your item has 120 days to sell. Once your item sells, we will issue your payment within 7 business days. If your item does not pass the inspection and authentication process, we will send the item back to you at our expense.
• Fill out our Submission Form now!

What designer brands do you buy?  

Answer:
We are interested in purchasing the following items (with $250 minimum retail price):

Handbags & Small Leather Goods: 3.1 Phillip Lim, Alexander McQueen, Alexander Wang, Anya Hindmarch, Balenciaga, Bottega Veneta, Burberry, Cartier, Celine, Chanel, Chloe, Christian Louboutin, Dior, Fendi, Givenchy, Goyard, Gucci, Hermes, Jimmy Choo, Judith Leiber, Louis Vuitton, Marc Jacobs, MCM, Miu Miu, Moschino, Mulberry, Off-White, Prada, Saint Laurent, Salvatore Ferragamo, Stella McCartney, Tod's, Tory Burch, Valentino, Versace.

Jewelry & Accessories: Alexis Bittar, Cartier, Chanel, Charriol, David Yurman, Dior, Gucci, Hermes, IPPOLITA, John Hardy, Judith Ripka, Louis Vuitton, Tiffany & Co..

Watches: Burberry, Cartier, Chanel, Fendi, Gucci, Hermes, Louis Vuitton, Michael Kors, Michele.

Sunglasses: Burberry, Celine, Chanel, Chloe, Dior, Fendi, Gucci, Jimmy Choo, Louis Vuitton, Prada, Saint Laurent, Tiffany & Co., Tom Ford, Valentino, Versace.

Shoes: Burberry, Chanel, Chloe, Christian Louboutin, Dior, Fendi, Giuseppe Zanotti, Gucci, Hermes, Jimmy Choo, Louis Vuitton, Manolo Blahnik, Miu Miu, Prada, Saint Laurent, Salvatore Ferragamo, Tod's, Valentino.

Where do I find the submission form?  

Answer:
In order to access the item submission form, you need to create a free account. Once you're signed into your account, click the "SELL" link in the main navigation then click "SELLING OPTIONS". From there click "SUBMISSION FORM" button, and submit the form.

How do I upload images of the items I want to sell? 

Answer:
After taking the picture(s) with a digital camera, you will need to save them to your computer. In the submission form, you will click "browse" next to the image upload field. From there, find the file on your computer where the image is and double click it. It will then appear in the image upload field. If you have multiple images you can then click "Add another image". When you're done, you simply click "submit form".

How do you determine if my item is authentic or not?  

Answer:
Your item will be reviewed by our in-house authentication experts who draw on extensive experience and familiarity of luxury goods to review the quality of materials, stitching, hardware, shape, color, serial numbers, holograms, dust bag, receipt, manufacturer's registration and authentication cards, original price tag - to name the top inspection points.

By submitting an item to Bag Borrow or Steal for Consignment or Direct Buy, you are representing that the item is authentic. If Bag Borrow or Steal determines in its sole discretion, that an item you submit for Consignment or Direct Buy is counterfeit or not authentic, Bag Borrow or Steal will return the item to you and you authorize Bag Borrow or Steal to charge you a $50 Authentication Fee. If we determine your bag is not authentic you will pay BBOS a $50 return service and shipping fee and your item will then be returned to you. If you fail to pay the fee within 30 days of the date of the email notification BBOS will consider your item abandoned and will dispose of your item.

If you resubmit the item or the item is returned to Bag Borrow or Steal for any reason, you authorize Bag Borrow or Steal to charge you an additional $50 Authentication Fee.

How do you determine the amount of your offer?  

Answer:
Your item will be reviewed by our in-house authentication experts, and our offer will be based on a number of factors: the age and condition of your item, rarity, retail price, sales of comparable items, current fashion trends, and the inclusion of original materials, such as dust bag, receipt, manufacturer's registration and authentication cards, original price tag, etc.

Do you negotiate?  

Answer:
Generally, no. However, if potential sellers are able to provide additional information or original materials (like dust bag, receipt, manufacturer's registration and authentication cards, original price tag, etc), we may reevaluate a submission.

When will I get paid?  

Answer:
If you Sell your item to us, payment will be issued after we have received and authenticated your item. If you Consign your item with us, payment will be issued when your item sells on our website.

Payments are issued the following business day for PayPal and store credit and checks are issued weekly.

How will I know when I've been paid? 

Answer:
We will notify you by email when your payment has been issued. Depending on the form of payment you chose, it will confirm that either you've been paid via PayPal, store credit has been issued to your Bag Borrow or Steal account or a check is on its way.

You can also check the status of each submission in the "Selling History" section of your online account.

Can I set a minimum price for my consignment item? 

Answer:
No. Bag Borrow or Steal has full pricing authority. All price reductions and promotions are at our discretion. Prices are set with the understanding that it is advantageous for both parties to get the highest price.

Is the estimated payment for my consignment guaranteed? 

Answer:
No. Actual payout may differ from the estimate based on what the item sells for. Consigner earns 70% of the sale.

What if I want to end my consignment term before the 120 day expiration? 

Answer:
Bag Borrow or Steal will return the item to you and you authorize Bag Borrow or Steal to charge you a $50 Early Cancellation & Processing Fee.

What if you lose my item?  

Answer:
We supply a pre-paid shipping label from UPS for your convenience. If your item is lost in transit AFTER the package has been scanned by UPS, we will honor the price you accepted and send you a check for that amount.

We will also take responsibility for the item while it's in our possession. Once your item reaches our warehouse it is safe, and we have checks and balances in place to keep track of it. If we have to return the item to you and it's lost, we will file a tracer investigation with UPS. If they approve the claim, we will honor the price you accepted and send you a check for that amount.

Do you buy shoes or clothes?  

Answer:
In addition to accepting submissions for handbags, jewelry, sunglasses and watches, we have recently started accepting unworn women's shoes in sizes 6-10.5, as well as scarves and belts.