Question 1

How do I start renting out?

Accepted Answer

Only approved listings can be booked. Here’s how to get your first piece live.

1. Open Rent out. From the Rent out tab, create a new listing with photos, details, pricing, deposit, and rules for use.

2. Accept consent & submit. Confirm ownership and the liability disclaimer, then submit for Dresswell approval.

3. Go live when approved. Once approved, renters can book. You can pause a listing anytime without affecting existing bookings.

Question 2

How does booking work?

Accepted Answer

Follow these steps from browse to deposit return. Track everything under Bookings.

1. Browse and pick dates. Open a listing and choose consecutive dates that match a rental length (for example 3-day or 7-day).

2. Pay & request booking. Confirm your shipping address and pay rental + refundable deposit + shipping. Card payments are authorized (held) when you request; PromptPay is charged after the owner confirms, via an in-app QR.

3. Wait for owner confirmation. The owner usually confirms within 48 hours. If they don’t, the booking auto-cancels with a full refund of rental + deposit + shipping.

4. Receive and wear. The owner ships to your address. Once it arrives, enjoy the look during your rental dates.

5. Return by the deadline. Ship the item back by 3:00 PM Bangkok time on the calendar day after your rental ends.

6. Get your deposit back. After the owner inspects the item—or if they don’t within about 10 days after the return is delivered to them—your deposit is refunded if everything looks good. Card refunds go back to your card; PromptPay refunds go to your refund bank account (see the deposit FAQ).

Question 3

How do bookings work for owners?

Accepted Answer

Manage every booking—from confirm to ship to return—through the Rent out menu. Follow these steps:

1. Confirm or reject. New requests appear in the To confirm queue. Please respond within 48 hours—or the booking is cancelled automatically and the renter receives a full refund.

2. Generate the drop-off label. Once confirmed, go to the To ship queue to generate the drop-off label. Show the QR code at the courier shop by the ship-by date—the system updates shipping status automatically when the parcel is scanned.

3. Wait for the return. Track shipping status and wait for the renter to send the item back. No action is required from you during this period.

4. Inspect on return. After you receive the return, inspect the item and set the status (OK, damage, or late return) in the To receive queue. If no issue is reported within 10 days, the booking completes automatically and the full deposit is refunded to the renter.

5. Withdraw earnings. Rental earnings collect in Payouts. Link a bank account and withdraw whenever you're ready.

Question 4

What am I charged for?

Accepted Answer

You pay three amounts, all shown on the booking summary before you pay: the rental price for the length you chose, a refundable deposit, and shipping. Shipping is the courier quote at checkout for delivery to you plus the prepaid return—not a fixed platform fee.

Question 5

How do I get paid?

Accepted Answer

Payouts are not instant per booking—earnings collect in Payouts first.

1. Earn from rentals. Earnings are added to your Payouts balance when a booking completes, and when a renter cancels a confirmed booking with a penalty (retained rental after fees, plus any forfeited deposit).

2. Add your bank account. Add and verify your Thai bank account from Payouts. You can withdraw once verification is complete and payouts are enabled.

3. Withdraw earnings. Withdraw your available balance anytime from Payouts. A minimum applies (default ฿100). Each withdrawal has a ฿20 bank transfer fee deducted when the money arrives (฿150 if the transfer is over ฿2M).

Question 6

What is the deposit?

Accepted Answer

The deposit is a refundable amount that covers damage or late return. After the owner inspects the return as OK—or if they don’t inspect within about 10 days after the return is delivered to them—the deposit is returned. How you receive it depends on how you paid:

1. Credit or debit card. The deposit is refunded to the same card you used. It usually appears on your statement within 5–10 business days after we process the return; your bank or card issuer may take longer.

2. PromptPay. The deposit is transferred to your Thai refund bank account—not back through PromptPay. Add one under Profile → Refund bank account (separate from owner Payouts). Once your bank is verified, refunds usually arrive in 3–10 business days. A ฿20 bank transfer fee is deducted when the money arrives; the app shows the amount you'll receive. Track status on that same screen.

Question 7

What should I charge? (See earnings after fees)

Accepted Answer

Dresswell deducts fees from the rental amount you earn on each booking. Here’s what comes out—and an example breakdown.

1. Platform service fee (15%). A 15% service fee is deducted from the rental amount. The same % applies to retained rental when a renter cancels a confirmed booking with a penalty. This rate is set by Dresswell and can change.

2. Payment processing fee (PromptPay ~1.77%, card ~3.91%). The payment gateway sets this fee — not Dresswell. It is charged on the total the renter pays when creating the booking (rental + deposit + shipping). PromptPay is about 1.65% + VAT 7% (~1.77%). Credit card is about 3.65% + VAT 7% (~3.91%). The fee is then deducted from the amount credited to you.

3. Shipping. The platform handles shipping and charges the renter directly, and issues shipping labels for both outbound and return. Owners do not pay shipping upfront, and it is not counted as rental earnings.

4. Deposit credits. The deposit normally returns to the renter after a successful return. Amounts kept for approved damage, late return, or a confirmed cancel forfeit are credited to you and are not reduced by the platform service fee.

5. Bank transfer fee (when you withdraw). A ฿20 bank transfer fee is deducted from each withdrawal when the money enters your bank (฿150 if the transfer is over ฿2M). This is separate from booking processing fees. Payouts shows the amount you'll receive.

6. Example calculation. Example if the renter pays by credit card:
• Total the renter paid: ฿1,600.00 (rental ฿1,000.00 + deposit ฿500.00 + shipping ฿100.00)
• Platform service fee (15% of rental ฿1,000.00): −฿150.00
• Card processing fee (3.65% + VAT 7% of the full ฿1,600.00): −฿62.49
• Credited to Payouts from rental: ฿787.51

Question 8

What is the cancellation policy for owners?

Accepted Answer

If you reject a pending request (or don’t confirm within 48 hours), the booking cancels and the renter gets a full refund of rental + deposit + shipping—you don’t earn on that booking.

If the renter cancels:
• While pending: they get a full refund (including shipping); you don’t earn.
• After you confirmed, 3+ Bangkok days before start: the renter’s rental refund is reduced by the non-refundable payment processing fee, shipping is refunded to them, and the forfeited deposit is credited to you.
• After confirmed, 1–2 days before start: renter gets 50% of rental back (minus their share of the processing fee) plus shipping; you earn the retained 50% of rental (after platform and processing fees) plus the forfeited deposit.
• On/after start (when cancel still applies): renter gets no rental/deposit refund but still gets shipping back if you have not shipped; you earn the full rental (after fees) plus the forfeited deposit.

After you drop off the outbound parcel, the renter cannot cancel.

Exact amounts for each booking are shown in the app when a cancellation is processed.

Question 9

How do I return an item?

Accepted Answer

Return by courier—there’s no in-app meet-up. Late returns may take a daily fee from your deposit if the listing sets one.

1. Check rules for use. Open the listing or booking and follow the owner’s rules for use.

2. Pack securely. Fold or hang as instructed, protect delicate pieces, and seal the package so it travels safely.

3. Ship by the deadline. Send it so it’s on the way by 3:00 PM Bangkok time on the calendar day after your rental ends.

4. Keep your receipt. Save the courier tracking number until the owner inspects the return and your deposit is returned.

Question 10

What is the cancellation policy?

Accepted Answer

You can cancel only while a booking is pending, awaiting PromptPay payment, or confirmed, and only before the owner has dropped off the parcel. Once it is on the way (in transit / shipped), cancel is unavailable.

• Pending (awaiting owner confirm): full refund of rental + deposit + shipping. For PromptPay, nothing is charged yet at this stage, so there is nothing to refund. Card payments that were only authorized (not captured) are released with no processing fee.
• Awaiting PromptPay (owner confirmed, QR unpaid): nothing was charged; cancelling has nothing to refund.
• Confirmed, 3+ Bangkok calendar days before rental start: rental is refunded minus the non-refundable payment processing fee; shipping is refunded; deposit is not refunded (forfeited under the cancel policy).
• Confirmed, 1–2 Bangkok days before start: 50% of rental is refunded minus the processing-fee share on that refund; shipping is refunded; deposit is not refunded.
• On or after the rental start date: no rental or deposit refund; shipping is still refunded if the item has not shipped.
• Once dropped off / shipped: cancel is unavailable.

The payment processing fee (card/PromptPay fee charged by the payment provider) is not returned when a confirmed booking is cancelled—the refund amount shown in the app is already net of that fee.

If the owner doesn’t confirm within 48 hours, the booking auto-cancels. Card payments get a full refund of rental + deposit + shipping; PromptPay bookings at this stage were not charged yet.

How refunds are paid when money was already charged:
• Credit/debit card: returned to the same card (usually 5–10 business days).
• PromptPay: transferred to your refund bank account under Profile → Refund bank account (usually 3–10 business days once your bank is ready). A ฿20 bank transfer fee is deducted when the refund enters your account; the app shows the amount you'll receive in bank.

Question 11

What are the damage and late-return penalties?

Accepted Answer

💡 Your deposit covers damage and late returns. Here's how it works:

🕒 Late return: Drop off your return parcel by 3:00 PM on the day after your rental ends. If you're late, a daily late fee may be deducted from your deposit (up to the full deposit amount).

💥 Damage: If the owner reports damage with evidence, part or all of your deposit may be held. The Dresswell team will review disputes and notify both sides of the outcome.

📦 Tip: Normal wear is expected. We recommend filming an unboxing video when you receive the item. If the owner doesn't report an issue within 10 days of receiving the return, the booking closes automatically and your full deposit is refunded.

Question 12

Who is responsible if an item is damaged or lost?

Accepted Answer

Listing an item for rent confirms your rights in the item and that you accept Dresswell’s terms. The platform is only a marketplace that facilitates the rental. We try to help when issues come up during a rental, but Dresswell is not liable if an item is lost or damaged.

💡 Tip: Set a deposit that matches the item’s real value, so you’re covered if it’s badly damaged or lost.

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