This policy explains how rental periods, returns, cancellations, security holds and damage are handled.

If anything is unclear, write to us at contact@thecollectives.amsterdam before booking.

Your rental period

A rental runs for six, fourteen or thirty days. You choose the length and the start date when you book, and thirty days is the maximum for a single booking.

Your delivery date and return date are shown during checkout and in My Account from the moment your booking is confirmed.

You are welcome to send a piece back early. The period you booked is charged in full, whenever the piece comes back.

Receiving your rental

Your piece is scheduled to arrive on the delivery date you selected. Please make sure someone is available to receive it, or collect it promptly from a collection point.

Your rental period begins on the selected delivery date, even if you are not home or do not collect the parcel immediately.

If the carrier reports a delay or your parcel does not arrive as expected, contact us immediately. We will investigate the shipment and determine whether your booking needs to be adjusted.

Returning a rented piece

Your return date

You must hand the parcel to the carrier on or before the return date shown in My Account.

The return date is the date on which you must send the piece back, not the date on which it must arrive at our premises.

How to return

Use the prepaid return label included with your delivery and return the piece in the original packaging.

Our packaging is designed to protect the piece during transport. Reusing it also helps us reduce unnecessary packaging waste.

If the return label or packaging is missing or damaged, contact us before sending the piece.

Return costs

Standard return shipping for rentals is paid by us and includes insurance, provided you use the supplied return label and follow our return instructions.

Keep your proof of shipment until we confirm that the return has been received and checked.

Late returns

If you hand the piece to the carrier after your stated return date, an additional six-day rental period will be added to your booking and charged in full.

A rental period that has begun is always charged in full. This means that returning a piece one day late and returning it five days late results in the same additional charge.

If the piece has still not been returned when the next six-day period begins, another full rental period will be charged.

Contact us as soon as possible if circumstances outside your control prevent you from returning the piece on time.

Return reminders

We send a reminder halfway through your rental period and another reminder shortly before your return date.

These reminders are a courtesy. You remain responsible for returning the piece on time, even if a reminder is not received.

Security

Card required

Every rental must be booked using a payment card. A debit card that supports online payments is accepted.

The card may be used to settle agreed or outstanding amounts connected to the booking after the piece has been returned, including late fees, repair costs or replacement costs where applicable.

Security holds

For more valuable pieces, we reserve an amount on your card. This is a temporary hold rather than a payment. The required security depends on the replacement value shown on the product page.

Replacement value	Security requirement
Up to €500	No security hold. Your membership and the card registered to your account serve as security.
€500 to €2,500	A €200 security hold.
Above €2,500	A €350 security hold and identity verification before your first booking. These pieces must be collected from our showroom or, where available, are delivered personally within the Amsterdam area.

Releasing a security hold

Once the piece has been returned and checked, we instruct the payment provider to release the hold within five working days.

Your bank or card provider may take additional time to make the reserved amount available again. This processing time is outside our control.

A hold is not a liability limit

The amount held on your card is security only. It is not the maximum amount for which you may be responsible.

If a piece is lost, not returned or damaged beyond repair, the full replacement value may be charged.

Care, wear and damage

Cleaning

Cleaning is included in your rental. Please do not wash, dry-clean, steam, iron or otherwise treat the piece yourself unless we have expressly instructed you to do so.

Return the piece in the condition in which it was worn and we will take care of the cleaning.

Normal wear and small repairs

Normal signs of careful wear and minor repairs are covered by us. Examples include a loose thread, a detached button or a small removable mark.

We want our pieces to be worn and enjoyed, not treated as museum objects.

Larger damage

If a piece requires repair beyond normal wear, you are responsible for the actual and reasonable repair cost.

The amount may be taken from the security hold or charged to the card connected to your account. We will contact you first, explain the damage and provide the repair cost before processing the charge.

Lost, not returned or beyond repair

If a piece is lost, damaged to the point that it can no longer be rented out, or has not reached us within 14 days after the stated return date, its full replacement value may be charged.

If tracking shows that you returned the piece on time using our supplied return label, we will investigate the shipment with the carrier before determining responsibility.

Replacement value

The replacement value represents the cost of replacing the piece with an equivalent piece. It is displayed on the product page before you book, so you know the amount for which you may be responsible.

Cancelling a booking

Before dispatch

You may cancel your booking until 10pm on the evening before the piece is due to be dispatched. If you cancel before this deadline, all credits used for the booking will be returned to your account.

After the cancellation deadline

Once the cancellation deadline has passed, or once the piece has been dispatched, the booking can no longer be cancelled and the credits will not be returned.

Buying a piece you have rented

Some pieces in our collection are also for sale. If you have rented such a piece, you can buy it within 30 days of returning it.

The credits you spent on your last rental period of that piece are set against the purchase price, so you pay only the difference. This applies to the most recent rental of that specific piece, and to the member who rented it.

A purchase made this way is a purchase like any other: the right of withdrawal described in our Shipping & Returns applies from the day you receive the piece as your own.

Questions or problems

If a piece is delayed, damaged, lost or cannot be returned on time, contact us as soon as possible at contact@thecollectives.amsterdam.

The sooner we know what has happened, the sooner we can work with you on an appropriate solution.