Frequents asked questions

For Everyone

1.      How do I report someone misusing the platform?
If you encounter someone misusing the platform—for instance, by engaging in fee avoidance, posting false information, or violating platform rules—you can report the issue directly to CLIQUE. Email us at [email protected] and provide details, including any evidence of misuse. CLIQUE may take actions such as suspending the user's account, removing inappropriate listings, or escalating the matter for further review.

2.      What if my account wasn’t approved during the KYC process?
If your account was declined due to KYC (Know Your Customer) verification, check your email for instructions on resolving the issue. You may need to provide additional identification documents or correct any inaccuracies in your application.

3.      How can I reset my password?
If you need to reset your password, go to Your Account to change your password at any time. Follow the instructions sent to your registered email address to reset it securely.

4.      How can I change my phone number?
Your phone number is a key identifier for your account. To update it, go to your account settings and follow the steps to verify your new number. If you encounter issues, contact [email protected] for assistance.

5.      Can I submit feature requests or suggestions?
Yes! We love to hear your feedback on ways we can improve the platform. You can submit ideas and feature requests by contacting [email protected]

6.      How do I raise a complaint about other issues?
If you have any other complaints, such as service quality or product-related issues, you can raise them via [email protected]. Provide as much detail as possible, including supporting evidence, to help resolve the matter efficiently.

7.      What should I do if a product is unavailable or not as described?
Products out on loan will be flagged on the platform. You are able to pay a small fee to join the queue for that item. For availability issues, you can message the lender directly via the CLIQUE platform’s messaging system.

If a product does not match its description, try to resolve the issue with the item Owner through the messaging service. Failing that, report the issue to CLIQUE via [email protected]

8.      What if my account was suspended or banned?
If your account has been suspended or banned, contact [email protected] for more information and steps to resolve the issue.

 

 

For Borrowers

9.      What is CLIQUE's role in borrowing products?
CLIQUE acts as an intermediary between borrowers and lenders, facilitating the borrowing process. It does not own or lend any products itself.

10. What is the Loan Period, and how does it work?
The standard Loan Period is 14 calendar days. The Loan Period auto-renews until it is cancelled. If you want to end your Loan, you must cancel it no later than 72hrs prior to the end of the current Loan Period.

Products must be returned or passed on to the next recipient by the 14th day unless otherwise agreed with the lender. If the owner is requesting the item back or if you need to pass it on, you will be given 72hrs notice in order to ensure time for the item to be cleaned before going to its next home.

11. What fees are associated with borrowing?
As a borrower, you will pay the following through the CLIQUE platform:

-          Courtesy Charge: this is the 14 day charge calculated on the original RRP of the item

-          Delivery Fee: value of postage will be assigned at checkout based on the size, weight and value of the item

-          Taxes: includes applicable VAT

In some cases, a Security Deposit may be held on your payment method. The Security Deposit is refunded once the product is returned in good condition.

Additionally, don’t forget that you are responsible for the cleaning of the item and any repairs or make-good before returning it to the lender/ passing it on to the next user. These charges are not taken through the CLIQUE platform.

12. Can I cancel a borrowing request?
If you wish to cancel a borrowing request, you can do so without charge within two hours of the request being approved. If you cancel after this two-hour window but before the product is shipped, you will be charged one week of the Courtesy Charge. If the product has already been shipped at the time of cancellation, you will be charged two weeks of the Courtesy Charge, and you will also need to cover the return shipping costs.

13. What happens if I lose or damage a product?
Borrowers are responsible for the full Replacement Value of the product in the event of loss or irreparable damage. The Replacement Value is determined by CLIQUE based on current market prices. If the product is damaged but repairable, you may also be charged for the repair costs. In such cases, CLIQUE may retain the Security Deposit or charge your payment method for the owed amount. If payment is not made promptly, CLIQUE reserves the right to pursue debt recovery methods, including legal action.

 

14. Who is responsible for cleaning the item?

The borrower is responsible for cleaning the item before returning it to the owner or passing it on to the next user. The required cleaning method for each item can be found on the product page within the product details. If in doubt, always ask the item owner how they prefer the item to be returned to its original state.

 

15. What happens if I do not return a product on time?
If you fail to return a product by the agreed Loan End Date, you will be charged an additional week of the Courtesy Charge. If the product is not returned within 30 days after the original Loan End Date, CLIQUE will deem the product lost and charge you the full Replacement Value. Additionally, CLIQUE may charge for extra loan periods, applicable taxes, and any legal expenses incurred in recovering the product or its value.

For Lenders

  1. What is CLIQUE's role in lending products?
    CLIQUE acts as an agent for lenders, facilitating the transaction between you and the borrower. It does not own or lend any products but provides the platform to connect lenders with borrowers.
  2. How do I list my products for lending?
    To list your products, you will first need to create an account. Once your account is created, click the list button on the home screen to list your items. Be sure to include the original RRP as this will calculate the correct courtesy charge.

Remember, CLIQUE is for those desirable pieces you might not wear everyday but want to hold to. By listing the good stuff, you are incentivising your network to do the same in return, increasing the pool of amazing pieces available to you.

Upload as many pictures (or videos) as you like. Flat lays are great, but pictures of you and your friends wearing the items are best as give a sense of fit as well as styling inspiration.

  1. What fees do lenders pay?
    Fees are paid by the borrower, including shipping and VAT. CLIQUE will take a 15% commission from the courtesy charge owed to you as a lender, and credit you with the remainder.
  2. How do I get paid as a lender?
    Payments are credited to your CLIQUE account within 24hrs after the borrower makes payment. Borrowers are charged for the period once they confirm receipt through the condition check process. You can use your balance on the CLIQUE platform, or request to withdraw the funds to a specified card or account by emailing [email protected] - this will take up to five business days.
  3. What happens if the borrower damages or loses my product?
    Borrowers are liable for loss, destruction, or irreparable damage to your product. If such an incident occurs, CLIQUE will recover the Replacement Value from the borrower and credit it to your account. If the borrower fails to provide payment, CLIQUE may pursue recovery on your behalf through mediation or legal means.

Borrowers must also cover the cost of small repairs for any minor damages that might occur. For any queries on small repairs, liaise directly with the item owner through the messaging function to ensure they are happy with how you plan to restore the item to good as new.

  1. Can I cancel a loan request?
    You may cancel a loan request before checking out without penalties. If you change your mind after the borrower has processed payment, you have two hours to notify [email protected] to manually cancel the transaction without charge. After this time, CLIQUE will net applicable fees from the transaction amount to process a cancellation. Once you have sent the item, you can call an item back from the current borrower and they will return it at the end of their borrowing period.
  2. How do I get my items back?

At the end of a borrowing period, you have the option to request that an item come back to you or be passed on to the next user. You will be notified 72hrs before the end of the period to give the borrower time to clean your item and arrange sufficient shipping.  If there is a queue for the item, you take priority as the owner and can take the item back before passing on to anyone else.

  1. What happens if the borrower does not return the product?
    If a borrower fails to return your product on time, CLIQUE may charge the borrower additional fees, including extended Courtesy Charges, taxes, or legal costs. After 30 days, we deem the item to be irretrievably lost and will charge market value for its replacement.