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FAQ

COVID-19 INFORMATION

Can I still rent products?

Can I still buy products?

Can you still safely guarantee deliveries?

Are all your products safe?

Are you suspending your rental services because one of your employees has COVID-19?

Will your employees continue to be paid despite rental services being suspended?

Is your call center still open?

 

LEARN ABOUT BAG ROMANCE

What is Bag Romance?

How does renting work?

Am I renting product(s) that other people have used or worn?

How much does it cost to rent a product?

Can you help me find the right product for me?

Do you have a catalog?

Do you rent clothing, shoes, or other accessories?

 

MY ACCOUNT

Do I have to create an account in order to rent a product?

Is my financial and personal information kept private?

Where do I find my account information and recent activity?

How do I update my email address?

What do I do if I forget my password?

Can I view your collection without an account?

 

MY ORDER

What payment methods does Bag Romance accept?

When is my credit card charged for the rental?

Do you offer insurance?

How much does shipping cost?

What taxes apply to my order?

Why do you require a securitiy deposit?

Why do you perform a background/credit check?

Does my billing address have to match my shipping address?

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

Can I rent a product for a friend and send it to her address?

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

How long can I rent a product for?

Can I rent more than one product at a time?

What is your return policy on rental orders?

How do I return a rental product once the rental period is over?

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

Are the products authentic?

What if I accidentally stain or damage the product?

What if the product is lost or stolen?

What happens if I fall in love with a product and want to purchase it outright. Can I buy it?

 

COVID-19 INFORMATION

Can I still rent products?

No. To help protect the health of our people and customers, and participate in the effort to limit the spread of the COVID-19 virus, we suspended our rental services as of Thursday, March 26 through Monday, April 15, 2020. We are continuing to assess the developments of the situation and hope to return as soon as possible to offer the experience and rental service customers know. Customers can continue to purchase products by ordering online and benefit from free shipping when an order totals $150 or more.

Can I still buy products?

Yes. You can continue to purchase products from Bag Romance by ordering online. We offer free shipping for orders totaling $150 or more.

Can you still safely guarantee deliveries?

We are doing everything possible to continue safely delivering your products as fast as possible to your doorstep. Due to a high volume of orders, deliveries are currently experiencing a delay of 3-5 days. We apologize for the inconvenience. Please visit our website for any updates.

Are all your products safe?

Yes. At Bag Romance, we take the health and safety of our customers, employees and products extremely seriously. All of our products are safe from COVID-19.

Are you suspending your rental services because one of your employees has COVID-19?

No. We have suspended our rental services to help protect the health of our people and customers and to participate in the effort to limit the spread of the COVID-19 virus.

Will your employees continue to be paid despite rental services being suspended?

We are focused on caring for our community, including our employees, customers and partners and ensuring their health, safety and well-being. Our teams will continue to be compensated during this time.

Is your call center still open?

Yes. Our call center can be reached at 800-840-1696, 9-17 Mon-Sat; 11-16 CST. Please note that we are currently experiencing a high volume of calls and appreciate your patience. You can also contact our dedicated client services specialists via email SERVICE@BAGROMANCE.COM.

LEARN ABOUT BAG ROMANCE

What is Bag Romance?

Bag Romance (BR) is an online boutique for the rental and sales of designer handbags sometimes referred to herein individually as a (“product”) and collectively as the (“products”). Any of our top designer handbags are yours— offering handbags for every occasion, from casual to formal. Plans include 7-day or 30-day rentals. BR caters to customers throughout the continental USA.

How does renting work?

To rent a product:

1. Find It: Explore top brands and styles from our luxe, curated collection. You can search and filter by bag type, designer, occasion, color, and more to find the bag that's right for you.

2. Reserve It: Register through the Site to become a BR member and obtain an account, then follow a simple checkout process to reserve your bag. Choose a delivery and return date, and rent for 7 or 30 days.

3. Romance It: Get the product delivered directly to your door by 8pm on your delivery date. We take tremendous pride when shipping our handbags to you. Your order will be delivered through UPS and is traceable at any time.

4. Return It: Place the product in its original packaging (which includes a free pre-paid label). Just drop the package at any UPS outlet located in the United States by 12pm on your return date. Return shipping is free for all rentals.

Am I renting products that other people have used or worn?

Technically, yes, since BR's pieces are shared among our members. However, we are meticulous with our collection. We keep all of the items we offer in top shape, putting each one through a thorough cleaning and inspection. Each package is also hand-packed, so we can be sure the product you choose reaches you in like new or pristine condition.

How much does it cost to rent a handbag?

The current 7-day and 30-day rental fees are outlined in detail on the Site.

Can you help me find the right handbag for me?

Yes, you can email service@bagromance.com to set up a chat with one of our stylists for free personalized bag recommendations. We'd love to help!

Do you have a catalog?

Our entire collection can be viewed here

Do you rent clothing, shoes, or other accessories?

We currently do not rent clothing, shoes or other accessories, though we are working on adding other accessories to the Site so stay in touch!

 

MY ACCOUNT

Do I have to create an account in order to rent a handbag?

Yes, you have to create an account in order to rent a handbag.

By registering with us you'll be able to enjoy the following benefits:

Track your orders and review past activity;
Add items you love to your Wish List;
Submit product reviews and share them with your friends on social networks;
Save your address and card details so you can shop even quicker next time.

Is my financial and personal information kept private?

BR is determined to protect and maintain your privacy. We are privileged to be trusted with your personal information and do not wish to jeopardize that trust, therefore protection of personal customer information is a key responsibility and obligation of BR. We do NOT store credit card numbers, nor do we share customer details with any 3rd parties. Please take a few minutes to read the BR Privacy Policy so that you understand how we treat your personal information.

Where do I find my account information and recent activity?

When you login to your BR account you will find your My Account Dashboard where you have the ability to view a snapshot of your recent account activity and update your account information. With the My Account Dashboard you will find various links to view or edit your account information.

How do I update my email address?

Login to your BR account and click on the Edit icon in My Account > Contact Information. Update your email address and then click save.

What do I do if I forget my password?

To reset your password, click on “Forgot Your Password“ on the Login In page. On the following page, please enter your email address. You will receive a link in your email to reset your password.

Can I view your collection without an account?

You can view our entire collection before you create an account here.

 

 

MY ORDER

What payment methods does Bag Romance accept?

We accept Visa, MasterCard, American Express and Discover. Pre-paid cards are not accepted as a form of payment.

When is my credit card charged for the rental?

Item rental, sales tax (where required) and optional expedited shipping fees will occur on the date the order is placed. Item renewals will be charged 48hrs after the renewal date of a new term to allow for shipping if items are being returned.

Do you offer insurance?

No, we do not offer damage insurance. If you return a handbag that is damaged beyond normal wear and tear, then you assume liability for the price of repairing or replacing the product, as determined at the discretion of BR, up to the MSRP value as set forth on the site to allow for substitution.

If the product is stolen or lost, you will also be responsible for the MSRP of the product. We may be able to provide you with a receipt so you can work with your insurance company, if applicable.

What is the cost of shipping?

BR offers free standard shipping on qualifying orders of $150 or more (before taxes and shipping charges are added) or $25 flat-rate standard shipping. If you need an item quicker, you will have the option to upgrade to expedited shipping at checkout for an additional fee. Return shipping is free for all rentals. You can view Delivery Time and Cost information here.

What taxes apply to my order?

At the moment, we are required to collect sales tax for deliveries to customers located in the State of Texas.

Why do you require a security deposit ?

Due to the high value of the products we are renting we must ensure we are renting to legitimate customers. Therefore we reserve to cancel your order and/or require a deposit. The current security deposit amounts for each Product, where applicable, are outlined in detail on the Site.

Why do you perform a background/credit check?

Due to the high value of the accessories we are renting we must ensure we are renting to legitimate customers. Therefore we reserve the right to perform background checks on our customers at any time. Typically, background checks are only performed for the rental of items that are marked "Background Check Required." We may contact you for additional information in order to complete a background check. Typically the additional documentation requested will be but is not limited to a valid copy of your driver’s license or government-issued photo ID where the full address or name on the ID matches the full address or name on the order and documentation that matches the address on the order.We also reserve the right to cancel your order and/or require a deposit (see above). If you do not wish to have a background check performed, please contact a Client Service representative and we can cancel your order.

Does my billing address have to match my shipping address?

Yes, your billing address must be the same as the shipping address. Due to credit card procedures, we cannot ship to a different address than we bill to. In some instances. BR may ship to a non-billing address once a history has been established with the Client, however, if your order is shipping to an address other than the billing address on your credit card, we may contact you to list the alternate address with your credit card company. Your order will not be processed until your payment has been confirmed. This helps prevent fraudulent use of your credit card.

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

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

Can I rent a handbag for a friend and send it to her address?

No. Since the background/credit check and address validation is perfomed on the customer creating the user account, this option is not available at this time.

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

Once BR receives your order, please allow 1-2 business days for processing. Once the item is shipped you will receive it within 5-6 business days with our free standard shipping option. If you need an item quicker, you will have the option to upgrade to expedited shipping at checkout for an additional fee. Your rental period begins the day you receive your handbag. You can view our Delivery Cost and Time information here.

How long can I rent an item for?

There is no time limit for renting. As long as your account remains in good standing, you can keep the product(s) for as long as you want. Your credit card will automatically be charged 48 hours after the end of the initial rental term to allow for returns. Your rental period begins the day you receive your product. If you rent a product for a week, the week starts counting the day that your bag was delivered to the shipping address specified by you. BR will send you an email alert to help you remember when your rental return is due.

Can I rent more than one product at a time?

Customers may rent up to two (2) products at the same time, however, the limit is two rentals at a given time and a history has to be established with BR prior to renting the second handbag. Additional validation and/or a deposit may be required to rent mulitple products.

What is your return policy on rental orders?

Rental orders are not accompanied by the right of return. Any rental fee is due reward for all of its initial period and will not be entitled to any refund, exchange or compensation in the case example of an early termination of the rental order, unless early termination arises due to breach of rental agreement by BR. Our return policies can be found here.

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

Rental products are new or in like-new condition. There should only be minor signs of wear and tear, if any. Each product is cleaned and inspected before it is rented again to a new customer.

Please notify Client Services if your item does not meet the standards described in the 1st paragraph above, by emailing us at service@bagromance.com.

Are the products authentic?

Yes, each and every product on our site is 100% guaranteed authentic.

How do I return a rental product once the rental period is over?

When you are ready to return your product, you will need to ship it back with the UPS label that was provided in the original shipping. Please send it back in the original shipping box and use the return shipping label included in the package. Drop your package at any UPS location in the United States.

What if I accidentally stain or damage the product?

We understand that some normal wear and tear may be inevitable, If damage occurs that is beyond normal wear and tear, as determined by BR at its sole discretion, you will be responsible for the repair or replacement costs.  If the item is damaged beyond repair or never returned, the fee is the retail price of the handbag (when new) plus applicable sales taxes (plus the rental fee and less any prepaid security deposit if applicable). Please take a few minutes to read the BR Client Rental Agreement found here.

What if the product is lost or stolen?

You are also responsible in the event of a theft or loss of a product and therefore you will be responsible for the full MSRP retail price (when new) plus applicable sales taxes (plus the rental fee and less any prepaid security deposit if applicable) immediately upon notification of the loss of the item. Please take a few minutes to read the BR Client Rental Agreement, which can be found at here.

What happens if I fall in love with the product I rented and want to purchase it outright? What buyout or purchase options exist for rental products?

Upon four contiguous months of rental, 40% of paid rental fees apply toward buyout of designated rental product(s), up to 80% of the purchase cost at fair market value. Additionally, rental and demo units that are fully inspected and warranted may be available at discounted rates.

 

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