Frequently Asked Questions


Looking to Rent or Buy?


How can i rent an item?

We work on "Home Trial" basis. Browse our collection here. Select up to 5 dresses to try at home for FREE for the first trial. The courier representative will wait for 45 minutes till you try the dresses, choose the perfect one to rent and return the rest to our representative.

For wedding dresses, book an appointment from here. You will meet with a fashion stylist to help you find the perfect dress for your big night.


When can i get my item after ordering?

In Cairo, we deliver your items same day if ordered before 12:00pm. After that, your home trial will be delivered to you next day.


How much is shipping/delivery?

Home Trials are FREE of charge for the first time however, after the first one, there is a shipping fee of 150 EGP for home trials delivered in Cairo. For other cities, a different fee will be applied.


How many days can I keep the item?

We offer rental option of 4 days. 

Is there an insurance fee?

There's a 30% insurance fees charged for rented dresses. You will receive the full fee after 7 days from the return date of the item back.


Are all the items on La Reina used?

La Reina sells both new and pre-owned items. We get new items right from designers.


What condition are the items on La Reina?

All the items are in perfect condition as we have a dedicated team for dress cleaning and maintenance. We ensure to give you the dress in the perfect quality.


Does La Reina have a physical location that i can visit?

La Reina is an e-commerce platform where we deliver your dresses right to your place. Browse from our collection, select up to 5 dresses to try at home free of charge for the first time, select the perfect dress and rent it for your occasion. For wedding dresses, a fitting appointment is required to try the dresses, book an appointment from www.lareinagowns.com/appointment.


How can i pay for my Rentals/purchases?

We accept payments online using Visa and MasterCard credit/debit card, cash on delivery and card on delivery (POS).


Can i cancel my order?

If you cancel within 48 hours of placing your order, you will be refunded in the form of your original payment. Any cancellation made after 48 hours and before 7 days will result in a penalty of 30% of the payment.


My dress arrived and it does not fit, what can i do?

If you received your home trial and the dresses did not fit, give us a call or reach us on the website chat. We will deliver another home trial for you with dresses to try them FREE of charge.


How does the shipping/delivery system work?

La Reina delivers in Cairo and Alexandria. When ordering an item and you are located in Cairo, simply select the day, time, and location you’d like to have the item delivered as well as the day and time you’d like to have it picked up when you are ready to return it!

Can I reschedule my delivery/pickup?

To reschedule your delivery time and/or date, please contact us on our website chat.

Is there a late fee?

La Reina will charge a 200EGP late fee each day after the 4th day of your rental. If you cannot make your scheduled return pickup date/time reschedule through the website in order to avoid the late fees.

Pickups can be rescheduled though the website under the ‘Orders’ tab. Simply tap on the item and fill in the updated time and/or date for pickup

INSURANCE


How do I avoid being charged for item damages that I did not create?

While it is unfortunate, items that are rented out experience normal wear and tear as well as other damages. If you receive an item that has already been damaged, please notify us immediately and schedule a ‘Fit Return’ within 24 hours and we will either refund you in full for the rental or you can exchange it for another item as per our 100% Fit Guarantee.

Looking to Sell or Lend your items?


How do I Lend my items on La Reina?

You can lend and sell your item on La Reina very easily:

  1. Register/login with your account

Use our 'Add New Product' page to submit your dresses

2. Fill in the item Submission form

All you have to do is attach photos of your dress(s) for us to process them. Don't worry, we'll professionally photograph your submission(s) later.

3. Choose and approve your final payout

We provide you with an advisory price for selling and renting of your item. Once you approve the price on your products dashboard, this will be the amount you will receive + our services that we provide; we add a nominal commission on top of your selected payout (30% on Wedding dresses and 50% on Evening Dresses)

4. Send your dress to us OR request pick up

Request a pick up and we will send you one of our courier partners to pick it up from you. Or you can simply send us your item to:

La Reina

Building 2, Abdelhamid Badwy Street

Heliopolis, Cairo

5. We do all the rest!

We professionally clean, photograph and then upload your item to the site, and all of this within 15 days from the time we receive your item!


Does La Reina purchase/buy my dress from me directly?

La Reina Exchange uses a consignment method of renting which means that we pay you after the item is rented or sold.


What is the consignment duration for my dresses?

We offer a 9 months lock-in consignment period. This means that we require you to leave your items with us. We ask for holding the item(s) at our warehouse so that we can process, photograph, publish your item and let them for fittings. This also helps us reduce the time to ship the item from our warehouse or show it to our clients once the order is confirmed.


Is there a fee associated for selling or renting my dress?

La Reina charges a commission fee of 30% on Wedding dresses and 50% on Evening dresses. The LRX selling price includes both your payout and our commission.


Do I pay any fees after the consignment period if my item is not rented or sold?

No, La Reina will not charge you any fee and we will bear all expenses paid.


Who will decide the renting and selling prices of my dress?

We have a team of professional stylists to provide you with a price after researching the estimated retail price of the dress, and its resale value. We also consider the condition of the item, and how popular and 'in style' the item is. To sell and rent your item fast, we recommend that you to proceed with price reductions on a regular base.


Do you add the commission to the price give to me?

Yes, we add our commission on top of the price give to you.

Payout + Commission = Renting Price


How is my payout calculated? How is the commission structured?

Lenders get 50% (for Evening dresses) and 70% (for Wedding dresses) of the Rental Price.

For example, if a dress is listed as EGP1000, lenders would get 50% of 1000 = 500.

 

How will I know if you've received my item?

Open your account 'dashboard' in order to track your dresses and it's status.


What happens after you've received my dress?

Once we receive your dress(es), we check their condition, clean and professionally photograph them. Your dress(es) then become available for renting on our website! Please note that this process can take up to 20 days from the day of receipt. You can visit 'My Items' section and view the status of your item and check if your item is sold or not.


Does La Reina keep my dress or do I?

LRX keeps your item for the purpose of maintaining its condition, fittings and quick delivery.


How long will La Reina keep my dress?

La Reina will keep your dress for a lock-in consignment period of 9 months. This means that we require you to leave your items with us. We ask for holding the item(s) at our warehouse so that we can process, photograph, publish your item and let them for fittings. This also helps us reduce the time to ship the item from our warehouse or show it to our clients once the order is confirmed.


Where will La Reina keep my dress?

We keep your dress(es) in our secure and temperature controlled facility. Our warehouse is equipped with safes and lockers to store your precious dresses. Cameras are installed to keep a check our inward and outward logistics. Each and every item that we receive is insured for fire, theft and other unforeseen situations.


What if I want to wear my items?

You can request back their items at any time if you want to wear it for the weekend, a night out, etc. Please notify us 48 hours in advance either through the in-app messaging system, email, or give us a call and we will deliver the item to you within 2 business days. The shipping fee is EGP100 per item. This will cover the shipping to you and back to LRX

Please make sure the item is cleaned before shipped back to LRX. If not cleaned, we will subtract EGP100 from earnings per item.

Will my item undergo any sort of cleaning service? And, is there a fee that I will be charged for?

At LRX, one can be assured that items we sell are in their best condition of cleanliness and hygiene. Should your item require cleaning, we will take care of it. La Reina Exchange will bear any costs associated for cleaning, maintenance and marketing of your items.


Why should I lend my item?

Lending allows you to retain ownership of your item, so you have the option of wearing it again. Plus, by lending out your item on LRX, you can earn as much as 4 times more through renting your item than you would through selling it!

What if my dress is rented or sold?

The moment an order is completed, you will get an automatic notification on your phone and your dashboard. Payments are processed on a quarterly basis. Please login regularly to your profile to check the status of your item.


How will I be paid after my item is sold?

Your payments will be processed at your request only. Payments to sellers are made via bank transfer or cheque (charges as per actuals apply). Processing of your payments might take around 10 days.


Does La Reina accept any dress?

No, La Reina Exchange reserves the right to reject items that are not trendy, or are not in sellable condition. For the wedding dresses, we accept only Designer/haute couture and for the evening dresses we accept certain designers because of their popularity and resale value. Usually items get rejected after the online submission and/or after the evaluation.


What happens if my dress is not accepted?

For items that are not accepted after quality check, La Reina will contact you to arrange a return. If we are unable to establish contact with you for 3 months, the item will be donated to charity.


Will La Reina arrange a pick up for my dress?

Yes, we will call to arrange for a pick-up of your item(s)! The LRX offers a free pick up for your dress(es) (only if it got accepted), via our courier.


How do I send my dress to La Reina?

The LRX offers a free pick-up for your items within Cairo, via our trusted courier partners. If you want to send your item by yourself, please securely package your dress and send them to us at:

La Reina

Building 2, Abdelhamid Badwy Street

Heliopolis, Cairo


What if I no longer want to rent or sell my dress?

Should you wish to get your dress back after the consignment lock-in period, we cover the cost of shipping for your dress. If you wish to get your dress(es) back during/within the consignment period, the cost of return shipping will be borne by you.

In case of a return for dress(es) within the consignment period, a minimum charge of 3,000 EGP per item will be deducted for the evening dresses and 5,000 EGP for the wedding dresses.


What is the procedures for returning my dress?

Return of your dress depends on the lock-in consignment period. Dress(es) that are out of the consignment period are returned immediately upon your prior request.

If you decide to withdraw your dress(es) that are still under the lock-in period, please email us at [email protected] and we will arrange to return your dress(es) within 15 days. However, your dress(s) may still sell during these 15 days and if it does, you will still receive your payout in full. If it does not sell, we will send your item back to you as per your request.


My Account


How can I create an account?

Visit the signup page, and provide your email, mobile number and voila. You can also login through Facebook or Google account.


How do I change or reset my password?

If you have lost your password, you can reset it on your My Profile page.


What features do I have access to after creating an account?

Creating an account allows you to access:

- latest items in the ‘What’s New’ section

- Further discounted items in the ‘Sale’ section

It also allows you to:

- create a wishlist to save all your favourite items in one place

- create custom notifications to receive alerts for items that you want


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