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FAQ

Rentals

Can I rent an item for longer than 5 days?

Yes, please contact us at vibiandco@gmail.com for custom rental periods. We will do our best to accommodate your request. Our minimal rental period is 3 days.

Can I try on an item before renting it?

Yes, you can try on items at our Toronto studio (details to come) by appointment
before renting them. If you’re outside of Toronto and cannot make it to our studio, we offer virtual fittings via WhatsApp, Facetime, or Google Meet to answer any questions and go over options.

What if the item doesn’t fit me?

Before renting, we highly recommend you book a fitting appointment at our Toronto
studio (details to come) or book a virtual fitting with our stylist to go over any questions and discuss any options.

After receiving the item, if you don’t love the fit, please contact us at vibiandco@gmail.com within 4 hours of receiving the item. We can exchange the item or provide a refund minus shipping
fees. The item must be dispatched back to us the same day or within 24 hours.The item must be unworn with all tags attached otherwise we may charge you the
full rental fee. We don’t offer any refunds on accessories and handbags.

What happens if the item becomes damaged during the rental?

We highly recommend opting for our $15 insurance policy which covers any minor stains, damages, zipper and hook replacements. Items with major damages, lost or stolen are NOT covered by our insurance policy. Damaged items are evaluated on a case-by-case basis depending on the level of damage, difficulty of repair and whether the item can be replaced. If the item is beyond repair, we may charge you for the full retail value of the item plus the accumulated cost of loss of business if applicable.

Please email us at vibiandco@gmail.com to inform us of any damage concerns.

Can I alter my rented item?

Please do not alter or modify any of the rented items yourself or hire an alteration specialist as this will result in damage fees.

Appointments

Do I need an appointment to try on items at your Toronto studio?

Yes, please book an appointment for fittings and try-ons at our studio. We aim to offer a personalized experience for every client; provide them with the attention, dedication, and service they deserve.

How long are your appointments?

In-person appointments are 60 minutes while virtual appointments are 30 mins if you need more time, we will do our best to accommodate.

What happens when I don’t show up for my appointment (in-person or virtual)?

We understand life happens; please notify us asap so we can coordinate schedule changes. Appointments can be rescheduled up to 48 hours prior. No-shows will be required to pay a $50 fee to reschedule their appointment, which will be applied towards a rental or remain as a credit until used.

Changes and Cancellations

Can I cancel a rental booking?

Yes, rental bookings can be cancelled up to 48 hours before the rental period starts. Once the item has been shipped out, it can no longer be cancelled. You can return the item using the prepaid label the same day or within 24 hours of receiving the item for a refund minus shipping fees. All garment tags must be attached and must not be opened, otherwise, we may charge you the full rental fee.

Can I change my rental dates?

Yes, you may change your rental dates 48 hours before your rental period starts.If you would like to extend your rental period, please contact us before the last day of your rental period, the sooner the better. We will do our best to accommodate your request.

Can I change my rented item?

Yes, you may change your rented items up to 48 hours before your rental period starts.

Cleaning

How do you clean your items?

We use a specialist dry cleaner who is well experienced in cleaning high-end delicate garments. Jewellery and accessories are cleaned with alcohol while handbags are cleaned with high-grade disinfectants. Every item is thoroughly cleaned and inspected before every rental period.

Do I need to clean my item before returning it?

Please leave the dry cleaning to us, we only ask that you securely and neatly pack your item before returning it.

What happens if I accidentally spill or stain my item?

Small stains and spills are covered by our insurance policy. Stains and spills that require special treatment or need to be cleaned multiple times may incur additional costs for the type of service required.

Shipping, Delivery and Returns

Do you ship internationally?

We currently ship within Canada and the US only. Please note, we do not ship to PO BOX addresses.

When will I get my order?

All items are shipped via UPS Express services, you can expect to receive the item within 1 business day. We will provide a tracking number for reference once the item is dispatched.

Same-day delivery options are available via Uber package delivery within the GTA region, delivery charges vary based on location.

Can I pick up my items?

Yes, you may pick up your items in-person at our Toronto studio.

How do I return my rentals?

Rentals can be returned by mail using the prepaid label provided or dropped off at our Toronto studio (coming soon).

What happens if I am late?

Items late will be charged a $20 fee plus the prorated rate of the rental price per day for up to 5 days. If the item is 5 days or more past due, you will be charged the full retail value plus prepaid rental fees. If you’re returning by mail, you WILL NOT be charged for any delays due to the shipping carrier. Late fees will only apply if the item is postmarked at a later date than the agreed upon.

If you can’t return your item on time, please email us at vibiandco@gmail.com.

Lending

Can I lend my designer items to borrowers via Vibi & Co.?

Yes, we’re always looking to add new or preloved designer items to our rental collection, please contact us at vibiandco@gmail.com to find out more information about our lending program.