Frequently Asked Questions

About Sartorial

What is Sartorial?
Sartorial is a peer-to-peer rental platform for South Asian fashion. We make it easy (and affordable) to rent gorgeous sarees, lehengas, salwar kameez, fusion pieces, and more - directly from fellow fashion lovers instead of big retailers.

Is Sartorial UK-based?
Yes! Sartorial currently operates within the UK. We only support UK-based buyers, sellers, renters, and lenders for now.

You can contact us at hello@sartoriallondon.com if you have a question that isn't answered below. We're also happy to offer style guidance and consultations.

Listing

What can I list on Sartorial?
You can list just about any South Asian outfit in great condition - lehengas, sarees, anarkalis, shararas, salwar suits, bridal and groom’s wear, menswear, kidswear, modestwear, hijab-friendly looks, and partywear. Accessories such as jewellery and bags are also welcome.

How do I list an outfit?
It’s easy. Create an account, click “Post a New Listing” and then add clear photos, sizing and UK fit info, tailoring notes, condition, delivery and price details.

Should I include the RRP?
Yes, please include the original retail price (RRP). It helps show buyers the outfit’s value and the savings they’re getting.

Can I edit or remove a listing later?
Yes, you can log in anytime to edit, pause, or delete your listing. You can also unpublish it temporarily and relist later.

Can I list more than one item?
Absolutely! You can list as many items as you like.

Selling

Can I sell outfits too?
Yes, you can sell through Sartorial. Buyers purchase directly through the platform.

Who covers postage costs?
Buyers pay for tracked delivery.

What commission does Sartorial take?
We take a 15% commission. You keep 85% of the sale price.

How do payments work?
All payments are processed securely through Stripe. Once the buyer receives the outfit, they have up to 14 days to confirm or raise an issue. When marked as received, or after the 14 days pass, your payment is automatically released.
Important: Only make and receive payments through Sartorial. Transactions made off the platform (cash, bank transfer, etc.) aren’t protected and we can’t support disputes or refunds.

What condition should my items be in?
All items should be clean, ready to wear, and accurately described. Include any tailoring notes or minor flaws (and upload photos showing any imperfections).

Can I message a buyer or seller?
Yes, every listing includes a “Message” button. Use it to chat about sizing, delivery, or other details before making a purchase.

Renting

How does renting work?
The renter chooses an outfit and rental dates, pays the total rental fee and postage. The lender posts the outfit, the renter enjoys it, then the lender returns the outfit once the rental period has finished. For example, if you rent a lehenga from the 1st-4th of the month, you will need to post it back (via tracked next day delivery) on the 5th of the month.

Someone has requested to rent something of mine. Can I message the borrower?
Yes - we encourage this! Once you have accepted a rental request, you should message the borrower to let them know when you have sent the item they are renting, and also share the tracking number of the postage. Open communication between renters and rentees helps build trust on the platform!

I have rented something. How do I know when the item has been sent?
There is a chat function between yourself and the lender - the lender should be in touch to let you know once an item has been posted and should also share the tracking number. Feel free to reach out to them as well with any questions you may have.

I rented an item but haven't heard from the lender. What should I do?
In the first instance, send the renter a message - it may be a case that they've forgotten to message you! If you do not hear from them within 24 hours, message us at hello@sartoriallondon.com

How much time should I factor in for postage?
We ask all items to be sent and returned tracked next day delivery, so please factor in 2 days. If a renter borrows your item on the 5th of the month, please ensure you post on the 3rd (via tracked next day delivery). It would be best practice to mark a rented item as unavailable for 2 days either side of an accepted rental, e.g. if you have accepted a rental request for 5th-7th of the month, mark 3rd-4th and 8th-10th as unavailable to avoid any requests for those dates.

Who handles cleaning?
Lenders handle cleaning to keep outfits in their best condition. Lenders can factor this cost into their rental price.

Who pays for postage?
The renter pays for postage, both outgoing and return tracked delivery.

What if something gets damaged?
Minor wear is expected. For major damage or late returns, extra charges will be made.

I'm renting out my item. What commission does Sartorial take on rentals?
We take 15% of the total rental amount. You keep 85%.

When do I get paid for a rental?
Once the rental period is over, your Stripe payout is released within 7 days (provided there were no issues with the rental).

Refunds, Returns & Delivery

What if something goes wrong with an order?
If it is an item you are buying, click “Dispute Order” instead of marking the order as received. This pauses payment and flags the issue for review.
If it is an item you are renting, please contact us at hello@sartoriallondon.com or on Instagram @sartorial.london
We encourage renters and lenders to chat first and try to resolve things together. If that doesn’t work, our team will step in.

When are refunds available?
Refunds apply only when the item is significantly different from the listing, for example:

You received the wrong item
It arrived with undisclosed damage or stains
The sizing or style was clearly misrepresented

Refunds aren’t available if:

The item doesn’t fit (always check measurements and chat with buyer/lender first for peace of mind!)
You changed your mind
The colour looks slightly different in person
There’s minor, expected wear consistent with pre-loved condition

Always check all details carefully before renting or buying.

I bought an item. How long do I have to request a refund?
You must request a refund within 14 days of delivery or making the order. Don’t mark the order as received - instead, click “Dispute Order” or contact us directly so we can hold the payment during review. After 14 days, payments are automatically released and refunds can’t be issued.

How are disputes handled?
If you can’t resolve things directly, our team will review photos, videos, messages, and delivery tracking to make a fair decision. Once reviewed, our decision will be final.

Is tracked delivery required?
Yes, always use tracked delivery (we recommend Royal Mail). We can only support postage or loss claims with valid proof of delivery. For high-value outfits, take clear photos or videos before posting to show the condition and packaging.

What are typical postage rates?
A Tracked 24 service for a medium parcel (up to 2kg) costs £7.80, and increases to £9.70 for a 10kg medium parcel. For a heavier 10kg to 20kg medium parcel, it's £14.65.

Do I need to clean the outfit before sending?
Yes, always send items freshly cleaned - whether for sale or rental.