THE LOUVELLE COMMUNITY
Frequently Asked Questions (FAQs)
About Louvelle
- What is Louvelle?
- How does Louvelle work?
- How does Louvelle ensure a trustworthy process for the sending and returning of such high quality personal items?
- How can I become a member?
- Do I need to own luxury fashion items to join?
- What is the difference between the Shop Section and the Looks Section?
- Who covers shipping and dry cleaning costs?
Borrowing on Louvelle
Lending on Louvelle
Louvelle Trust Score
What is Louvelle?
Louvelle is a peer-to-peer community for lending and borrowing high-end luxury fashion. Our seamless app experience allows members to earn money from pieces in their closet, try new designer items without a major investment, and find inspiration.
Our bespoke inventory is curated from the finest luxury brands, featuring both modern trends and timeless classics. All Louvelle members are thoroughly vetted to ensure confidence in the renting and lending process. The result is an authentic community where individuals can discover and express their personal style.
How does Louvelle work?
Louvelle is a new way to shop and enjoy fashion for Lenders and Borrowers.
For Borrowers: Gain access to a wide selection of high-fashion pieces. We have an extensive inventory featuring only high-end and up-and-coming designers.
For Lenders: Earn money on the items in your closet while shopping with an investment mindset.
How does Louvelle ensure a trustworthy process for the sending and returning of such high quality personal items?
Louvelle is built on a foundation of trust and care, and every step of our process is designed to protect both our members and their closets. Louvelle is built on a foundation of trust and care, and every step of our process is designed to protect both our members and their closets. Louvelle is built on a foundation of trust and care, and every step of our process is designed to protect both our members and their closets.
- We confirm the identity of every member through required Stripe ID verification.
- Membership is invite-only, which helps maintain a secure, committed and reliable community.
- Insurance in the case of damage is automatically applied for the full market value of each item, as part of the Louvelle process.
How can I become a member?
A trustworthy community is our top priority, as we know that lending high-end items is an extremely intimate ask. To maintain this trust, we carefully vet our users, which is why invitations to Louvelle are limited at the moment. You can join the waitlist here, or for other invite inquiries, please email us at care@louvelle.app, and we’ll do our best to accommodate you.
Do I need to own luxury fashion items to join?
No! You don't need to own luxury fashion to join Louvelle. Members are welcome to borrow, lend, or do both.
That said, the Louvelle experience is strongest when members participate in both ways. Lenders tend to prioritize requests from users with items listed, as this helps build trust within the community.
If you're curious whether your wardrobe might be a good fit for Louvelle, we invite you to book a virtual concierge appointment and our team will review your items to help you get started.
What's the difference between the Shop Section and the Looks Section?
Shop Section: Enjoy a full shopping experience with options to filter by category, size, designer, availability and more.
Looks Section: Join a community-driven space where you can explore styling inspiration, connect with other fashion lovers, and shop directly from styled looks.
Who covers shipping and dry cleaning costs?
Dry cleaning: Lenders must ensure that items are clean before listing them. Borrowers cover post-rental cleaning fees, as set by the Lender.
Shipping: Paid for by the Borrower. For ease of use and tracking, Louvelle will provide an in-app QR code for both the lender and borrower to ship items. This QR code is found under your Orders tab.
What happens if I return an item late?
Can I extend my rental?
What happens if I damage or lose an item?
We understand that accidents happen, that’s why we make sure insurance coverage is applied on all Louvelle items. Here’s how it works:
- The item is insured for the entire time it is out of the Lender’s hands. If an item is lost or damaged, insurance will cover up to the Fair Market Value (FMV) as determined by the insurance carrier (not Louvelle). The reimbursed amount may be lower than the original purchase price due to factors like wear, missing tags, etc.
If the Borrower is found to be at fault, but has elected to pay the Louvelle Premium Protection in advance, they won’t owe any additional fees for lost or damaged items. If they chose not to pay this fee, they will be responsible for covering the deductible.
While we understand that accidents occur, Louvelle closely monitors all user activity to ensure items are treated with care and respect. If damage becomes frequent, we may need to take action to protect our Lenders and their valuable collections.
What if I don’t like the item I received?
You have 24 hours after receiving the item to report any issues to customer service. You can find details on how to do this in each order in the App.
What if my order is delayed?
We’re so sorry if this happens! Please reach out to our support team.
If the item doesn’t arrive in time for your event, you can return it immediately for a full refund.
If the item arrives late but you still want to use it, you may be eligible to either extend your rental period or receive a partial refund for the missed days. Contact us at care@louvelle.app to arrange this.
How does the ordering process work?
Once you place your order, the Lender has 24 hours to accept it. If they do not accept, you won’t be charged. If they do accept, your card will be charged, and your order will be shipped to arrive on your requested rental dates.
You can track all past, current, and pending orders on the Orders Section in our app. This section helps you:
- See if your order has been accepted
- Check the estimated delivery date
- Track your shipment with FedEx
- Receive reminders to return the item on time
- Rate your Lender after the transaction
Note: You’ll have a chance to add Louvelle Premium Protection during the ordering process to give you extra assurance in the case of accidental damage.
You will receive a reminder notification to return the item on a specific date, along with a QR Code for drop-off at a FedEx location. You can send the item back in the same box it arrived in.
Can I receive an item sooner than the dates shown?
Sometimes. If you need an item earlier than it appears to be available, contact us at care@louvelle.app and we’ll check current availability and shipping options.
How does the shopping process work?
You can use both the Shop Page and the Looks Page, depending on your personal preferences.
- If you already know what you’re looking for, feel free to use our Shop Page, where you can filter by rental dates, category, color, occasion, and more to find the perfect pieces for your event. Use our sizing filters to find the best match for you.
If you love getting inspired by fashion-forward creators and following styling tips, we encourage you to scroll through the Looks Feed, designed to spark creative ideas to keep your style on point, and give you the chance to connect with others in our community.
You can also message Lenders directly in our app about any items they list or comment on their looks in the Looks Page for styling questions.
Note: Any transactions outside of Louvelle will not be covered by Louvelle or our insurance providers.
How does the lending process work?
List items and Looks on our Lend page, knowing you're sharing with a vetted community.
Set your rental price (we offer suggested pricing but allow full control over pricing decisions).
Connect your bank account for direct deposit payouts.
Set and edit item availability as needed.
Approve or decline Borrower requests within 24 hours.
When it comes to item management, you may self-manage your items or request Warehouse Concierge Service on your item listing. (see more on "What are my lending options with Louvelle?")
Review your Borrowers and receive reviews to build credibility.
What are my lending options with Louvelle?
Louvelle offers two distinct pathways for bringing your wardrobe into the world of luxury sharing: Self-Management and our premium Warehouse Concierge Service. Both options are designed for ease, flexibility, and a beautifully seamless experience. Whether you’re listing a select few pieces or curating an entire designer closet, you can choose the level of support that feels right for you.
Self-Management: Ideal for those who prefer full control from the comfort of their own home. With Self-Management, you’ll photograph your items, create listings, handle shipping and receiving for rentals, and manage cleaning independently.
Warehouse Concierge Service: Our most elevated lending experience. With Concierge, your items are fully managed by the Louvelle team from our secure warehouse, including shipping, renter communication, returns, and cleaning. There are a few ways to access our Concierge Service:
- Request in-app: Upload your item, add photos and details, and select "Concierge Service" on your listing page. A Louvelle team member will follow up if additional information is needed, and we'll provide a prepaid shipping label for delivery to our secure location.
- Book a virtual concierge appointment: Prefer a guided review? You can schedule a virtual concierge appointment using this link, and our team will assess your items and walk you through next steps.
- Schedule an in-person concierge appointment: For select cities, in-person concierge appointments are available. Please email concierge@louvelle.app to inquire about availability and scheduling.
All items must be cleaned before shipment unless you prefer to use our dry-cleaning services, which will be deducted from your first rental.
- Photography- A Louvelle Team Member will visit your home to capture high-quality, professional images of your items for your listings.
- Item Listing- Our team will research your pieces and complete all taxonomy details to ensure your listings are polished, accurate, and rental-ready.
- Item Transportation- If choosing our Warehouse Concierge Service, a Louvelle Team Member will carefully pack and securely ship your items to our Virginia warehouse on your behalf.
What happens if an item is damaged or lost?
Louvelle closely monitors all user activity to ensure items are treated with care and respect, plus we make sure insurance coverage is applied on all Louvelle items. The item is insured for the entire time it is out of the Lender’s hands. If an item is lost or damaged, insurance will cover up to the Fair Market Value (FMV) as determined by the insurance carrier (not Louvelle). Keep in mind that the reimbursed amount may be lower than the original purchase price due to factors like wear, missing tags, etc.
What’s the difference between listing an item and listing a Look?
Listing an item means you are adding a single piece to Louvelle. This could be a bag, a coat, or any individual piece that will be rented on its own.
Listing a Look allows you to create a complete outfit as one cohesive rental. This might include a dress with the coordinating bag, or a top paired with a skirt and accessories. The goal is to inspire members to borrow entire ensembles as a styled moment.
Both options let you share your personal style.
What types of items can I list?
You can list clothing, handbags, and accessories, including luxury skiwear and costume wear. But what makes Louvelle unique and exceptional is the high quality of our inventory. You’ll see that reflected in our criteria for listing, which was designed to ensure that our community is sharing the very best of the best.
Items must be in excellent condition, ranging from brand new to lightly worn.
Items with significant wear and tear will be removed from the platform.
Only approved designers are allowed. If you’d like to suggest a designer, email care@louvelle.app.
Shoes are not supported at this time.
What’s the difference between editing an item’s availability and pausing an item?
Both options can be managed from the item’s listing page, but they’re used for different situations.
Editing an item’s availability:
Use this if you’re temporarily unavailable to ship. For example, if you’re traveling or away from your item.
Your item will still appear on the Shop Page and your Profile.
It will remain searchable in the app.
Borrowers can view the listing, but checkout is restricted during the unavailable dates.
Pausing an item:
Use this if you don’t want the item to be rented at all. For example, if it’s being repaired or you’ve misplaced it.
The item will not appear on the Shop Page or your Profile.
It will not be searchable in the app.
The item cannot be checked out.
In short: availability is for temporary shipping gaps, while pausing is for items that shouldn’t be borrowed at all right now.
What is a Trust Score?
Your Trust Score reflects your reliability within the Louvelle community. It is a simple way for us to ensure that every lending and borrowing experience feels safe, respectful, and thoughtfully managed. Your score is influenced by your activity on the platform, including timely returns, accurate listings, and clear communication. A higher Trust Score gives you access to higher-value rentals and more flexibility when borrowing.
How can I see my current Trust Score?
Under “Settings,” navigate to “Trust Score.” Here you can see your current Trust Score and if you have any item or order limitations.
How do I move up to the next Trust Score tier?
Your Trust Score increases as you build a strong track record on the platform. The more consistently you demonstrate care, communication, and responsibility, the more your score will grow.
Ways to improve your Trust Score:
Complete rentals on time and return all items in good condition
Provide accurate, detailed listings when lending
Communicate clearly with borrowers and lenders
Maintain a fully verified profile with up-to-date information
Resolve any issues quickly with support if something goes wrong
As you build a positive history on the app, your Trust Score increases automatically. Strong performance across several rentals will elevate you into the next tier, unlocking higher item limits and more borrowing flexibility.
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