FREQUENTLY ASKED QUESTIONS
All your questions answered plus helpful advice for using the Mills & York service.
- Rent
- How do I begin renting items on Mills & York?
Renting on Mills & York is easy and fun.
- Search
Browse through all the items available to rent. Filter by location, designer, size, colour, availability.
- Request to rent
Once you have selected your item(s), request rental period, method of delivery and pay using the secure payment gateway.
- Acceptance
The lender has 48 hours to accept your request. If your request is declined, you will NOT be charged.
- Wear and feel fabulous
Enjoy wearing your rented item. Remember to treat as it is your own and tag us! Use the hashtags #millsandyork #yourstilltuesday on SM.
- Return item, and rent again
Return the item to the lender and leave a review on your experience.
- Can I rent more than one item?
Absolutely! You may choose to rent an entire look. This may come from the one lender or from several.
Please note: If you want to rent multiple items from the same lender, message them via the platform to organise shipping - they may waive the shipping fee if they will be sending items together.
- I want to rent an item; how do I communicate with the lender to ask questions?
One of the benefits of Mills & York is being able to connect directly with other members. Find your messages in your Account > Dashboard > Messages.
You'll receive each message to your inbox as an email, then click the link to respond via the platform.
We recommend that all communications be through the Mills & York platform as it provides a record and keeps track of the rental process.
- How long is the rental period?
Rental increments are 4, 8, 10 or 20 days. Often lenders set up their pricing so the longer you rent, the more discount you receive!
- How does delivery work?
When a lender uploads items, they will choose the delivery options available. When you are sending a Renter request to a lender, select which method of delivery you prefer.
Methods of delivery:
- Meet up: If you choose to meet to exchange the item, organise a time and location with the renter through our private messaging system. Please make sure you meet in a public place such as a café, train or tram stop.
- Bicycle courier: Sellers/lenders must organise their own bike couriers. We recommend sustainable couriers like Momentum Messenger (Melbourne only), for more info click here.
- Road courier: Sellers/lenders must organise their own delivery. We recommend using a carbon neutral delivery service like Sendle, for more info click here.
Delivery is for within Australia Only.
- Meet up: If you choose to meet to exchange the item, organise a time and location with the renter through our private messaging system. Please make sure you meet in a public place such as a café, train or tram stop.
- When am I charged for the rental?
Once your Rental Request is accepted by the lender, you will be charged.
- What if the item does not fit?
Our fit guarantee takes away this worry. If your rented item does not fit, email Mills & York immediately at contact@millsandyork.com with the rental date and lenders name.
Then message the lender to arrange the return of the item. Once the lender has received the item back, you will receive your refund, less any dry-cleaning costs and/or delivery. This is not applicable for shoes or accessories.
- Do I dry clean or wash the item prior to returning to the lender?
No. It is the responsibility of the lender to clean each item to ensure it is in perfect condition prior to the next rental.
- What if I return my item late?
You will be charged the relevant weekly Rental Fee and a $25 late fee for each day after the end rental period date.
It is important to remember that our lenders may have the item booked for another member and will require the item back to ensure it is dry cleaned prior to delivery for the next renter.
If you will be returning an item late, please message the lender via the platform and explain why. If the item is available after your rental period has ended, you can simply request another rental and avoid any late fees.
- What is a security deposit?
Each lender is able to request a security deposit for their item.
This is an amount which will be held on your credit card and refunded to you once the item has been returned in acceptable condition.
- What if I accidentally damage an item?
We expect all our members to treat rented items as if they were their own. There is an optional $8 Damage Protection Fee which will ensure that minor stains and damage are covered.
However, it is important to remember that significant damage and theft are NOT covered under our damage protection policy.
If the item is significantly damaged or never returned, you, the renter will be charged the estimated market value of the item. If damage has occurred, you should notify the lender and email us immediately at contact@millsandyork.com
- How do I cancel an order?
As a renter:
- If you cancel within the 48 hours of your rental being approved, you will be entitled to a full refund of all fees paid for that rental.
- If you cancel 48 hours or more after your rental is approved, you will be liable to pay the Renter Service Fee and an amount equal to 15% of the rental fee as compensation to the Lender.
- If you cancel within 48 hours of the rental period beginning, you will not receive a refund of fees paid.
- When will I receive my refund once the rental is cancelled?
You will be refunded within 5-10 business days depending on your banking institution. If you cancel your rental less than 48 hours before the rental period begins, you will not be issued a refund.
- Lending
- How do I list an item?
Listing your wardrobe couldn't be simpler!
Follow these steps:
1. Click 'List an item' in the top right corner, or through your account dashboard.
2. Upload images of the item at different angles. Then fill out the item details and description.
3. Choose delivery options and cost.
4. Set a rental price and optional sale price. Then your dry cleaning and security deposit costs.
5. Click ‘Submit’ when you're done. Your item is now pending, you will receive a notification once it's approved and live.
If there are any issues with your listing the M&Y team will let you know via message or email at contact@millsandyork.com - What type of items can I list?
You can upload any item to Mills & York that fits our criteria below:
- The retail (RRP) value of the item is above $150
- The item is less than 3 years old (unless it is vintage or luxury designer)
- The item is in excellent condition.
Partly completed listings or listings which do not adhere to Mills & York criteria will be removed. - How is the price of my item set?
As the lender, you have the responsibility for setting the rental price. Mills & York recommends listing current season items at 10% - 15% of the retail price (RRP). For older items, we suggest 10% of the retail price (RRP).
Mills & York Tip: Look at similar listings and set your prices accordingly.
- What photos are best to upload?
Impeccably presented listings with quality images are more likely to be rented.
Tips for taking the perfect photo:
- Use a white background. This will make the item stand out.
- Take photos from different angles.
- Only show the item you are listing.
- Use good lighting. Like natural light.
- Avoid screenshots. You want to ensure the image is clear.
Mills & York may remove the background for select photos or modify images at our discretion.
- Who can rent my wardrobe?
As a lender, you can choose who you rent your items to.
When you receive a rental request, you have 48 hours to accept or decline.
All renters have been processed through our ID verification process. You can also read reviews by other lenders of that renter. - What if my item does not fit the renter?
Mills & York offers a 100% fit guarantee. If your item does not fit the renter (excluding shoes and accessories) the renter has 24 hours of receiving the item to process a fit return by emailing contact@millsandyork.com Once the item has been returned to the lender, the renter will receive a refund, less the delivery cost.
- How does delivery work?
When a lender uploads items, they will choose the delivery options available. When you are sending a Rent request to a lender, select which method of delivery you prefer.
Methods of delivery:
- Meet up: If you choose to meet to exchange the item, organise a time and location with the renter through our private messaging system. Please make sure you meet in a public place such as a café, train or tram stop.
- Bicycle courier: We have partnered with Momentum Messenger bike couriers, for delivery area info and to book a delivery click here. Melbourne only.
- Road courier: We have partnered with carbon neutral delivery service Sendle , click here to sign up.
- Meet up: If you choose to meet to exchange the item, organise a time and location with the renter through our private messaging system. Please make sure you meet in a public place such as a café, train or tram stop.
- Who is responsible for cleaning?
It is Mills & York policy that the item(s) arrive to the renter clean and in perfect condition. Therefore, it is the responsibility of the lender to clean each item prior to a rental. This ensures your item(s) arrive looking new and ready to be worn! Make sure to include the cleaning cost when you list your item.
- I've received my rental item back, how do I mark it as returned?
Once you have received your rental item back from the renter, you need to mark it as returned to make it available for another rental.
Go to your member dashboard
- Lending / Reselling
- Select the item you wish to mark as returned
- View action
- View item
- Mark as returned
Now your item is ready for another lend.
- How much does it cost to list an item on Mills & York?
Listing your wardrobe is FREE! Becoming a member of Mills & York is also free, there are no membership fees or monthly fees. Mills & York is commission-based, which means, we only make money when you do.
You can even email your item listing to us at contact@millsandyork.com and we'll upload your wardrobe for you.
- Can a rental be cancelled?
As a lender:
- If you cancel within 48h of the rental period beginning, you will be liable to pay the Lender Service Fee, and the Renter must be refunded all amounts paid in respect to the Rental.
- How do I know renting my wardrobe is safe?
Your safety is our priority. All Mills & York members are verified using our leading ID verification system to ensure our community is safe and trustworthy.
After each rental, the lender is asked to leave a review on the renter, you can view the renter’s star rating and reviews.
Other ways we ensure the safety of your items on Mills & York:
- Rental requests: You can accept or decline rental requests. It is important to communicate with the renter via the platform if you have any questions about their plans for your item.
- Security deposits: You can opt to add a security deposit to your listing.
- ID Verification: Every member in the Mills & York community has been verified before they can request to rent an item. If a member provides incomplete or incorrect data, we will be unable to verify them. They will not be able to rent from Mills & York until the process is complete and correct.
- Terms of Service: Both the lender and the renter must agree to our Terms and Service.
- What if my item is damaged?
Our renters should take care of their rentals as if they were their own items, however, accidents can happen.
As the lender, you have the choice to set a Security Deposit on each item. This is to ensure your item is returned in perfect condition.
The renter can also purchase Damage Protection at check out. Damage protection is $8 and covers the cost of minor stains and damage (such as missing buttons, beads, a broken zip or minor tears). Mills & York will cover minor damage to the value of $100.
The following is not covered:- Loss of item or theft
- Late return of item
- Irreparable or excessive damage to an item.
Theft and significant damage to a lenders item will not be tolerated. If an item is damaged beyond repair or never returned, the renter will be charged for the estimated market value of the item. If your item does get damaged please email us at contact@millsandyork.com
- Mills & York’s pro lender tips
Follow these simple tips to increase your rentals:
- Photography: Upload high-quality images on a white background. Include at least 3 images.
- Description: Provide a detailed description of your item. The size and fit. If it is a small or large fit or true to size, include this information.
- Response time: A renter may have questions regarding your item, respond as soon as possible. Try to accept all Rental requests within 24 hours.
- Be a stylist: A renter may ask you how you style your outfit. Offer advice, be helpful. This may lead to another Rental request, plus it helps our members look terrific without costing the earth!
- Leave reviews: Everyone loves a good review. Members are more likely to rent from a lender with great reviews and renters with the same good reviews. If you had a good experience with a renter, leave them a review, they will more than likely to do the same for you.
- Do I need to leave a review? How do reviews work?
Leaving a review is very important, as it builds up your 5-star ratings which then increase your chances of rental requests.
You will be prompted to complete a review after every transaction. Having amazing reviews shows that you are a trusted member of the Mills & York community, which will encourage other members to rent your wardrobe or lend their wardrobe to you!
- Resell
- How do I list an item?
Listing your wardrobe couldn't be simpler!
Follow these steps:1. Click 'List an item' in the top right corner, or through your account dashboard.
2. Upload images of the item at different angles. Then fill out the item details and description.
3. Choose delivery options and cost.
4. Set a resale price.
5. Click ‘Submit’ when you're done. Your item is now pending, you will receive a notification once it's approved and live.
If there are any issues with your listing the M&Y team will let you know via message or email at contact@millsandyork.com - What type of item can I list?
You can upload any item to Mills & York that fits our criteria below:
- The retail (RRP) value of the item is above $150
- The item is less than 3 years old (unless it is vintage or luxury designer)
- The item is in excellent condition.- - The item is a mid to high luxury brand.
- - Fast fashion brands are not accepted.
Partly completed listings or listings which do not adhere to Mills & York criteria will be removed. - What photos are best to upload?
Impeccably presented listings with quality images are more likely to be purchased.
Tips for taking the perfect photo:
- Use a white background. This will make the item stand out.
- Take photos from different angles.
- Only show the item you are listing.
- Use good lighting. Like natural light.
- Avoid screenshots. You want to ensure the image is clear.
Mills & York may remove the background for select photos or modify images at our discretion.
- How does delivery work?
When you upload items, you will choose the delivery options available. Your buyer will select which method of delivery they prefer.
Methods of delivery:
- Meet up: If you choose to meet to exchange the item, organise a time and location with the renter through our private messaging system. Please make sure you meet in a public place such as a café, train, bus or tram stop.
- Bicycle courier: We have partnered with Momentum Messenger bike couriers, for delivery area info and to book a delivery click here. Melbourne only.
- Road courier: We have partnered with carbon neutral delivery service Sendle , click here to sign up.
- Meet up: If you choose to meet to exchange the item, organise a time and location with the renter through our private messaging system. Please make sure you meet in a public place such as a café, train, bus or tram stop.
- Can I purchase an item that I am currently renting?
Yes, in some cases. The Lender has the opportunity to also list their item for resale.
If the option to buy has not been selected by the lender, please email Customer Service at contact@millsandyork.com and we will be happy to discuss resale with the lender.
- Mills & York Pro Reseller tips.
Follow these simple tips to increase your sales:
- Photography: Upload high-quality images on a white background. Use at least 3 images.
- Description: Provide a detailed description of your item. The size and fit. If it is a small or large fit or true to size, include this information.
- Response time: A member may have questions regarding your item, respond as soon as possible.
- Be a stylist: A member may ask you how you style your outfit. Offer advice, be helpful. This may lead to another sale, plus it helps our members look terrific without costing the earth!
- Leave reviews: Everyone loves a good review. Members are more likely to purchase from a reseller with great reviews. If you had a good experience with a buyer, leave them a review, they will more than likely to do the same for you.
- How much does it cost to list an item on Mills & York?
Listing your wardrobe is FREE! Becoming a member of Mills & York is also free, there are no membership fees or monthly fees. Mills & York is commission-based, which means, we only make money when you do.
You can even email your item listing to us at contact@millsandyork.com and we'll upload your wardrobe for you.
- How do I price an item to sell?
We suggest that items for resale are priced at around 30-40% of the original retail price (RRP), depending on the age and quality of the item. Ultimately, pricing is at the sole discretion of the owner.
- Buy
- I want to buy an item; how do I communicate with the reseller to ask questions?
One of the benefits of Mills & York is being able to connect directly with other members.
To message a reseller click the tab, MESSAGE MEMBER.
Find your messages in your Account > Dashboard > Messages.
You'll receive each message to your inbox as an email, then click the link to respond via the platform.
We recommend that all communications be through the Mills & York platform as it provides a record and keeps track of the rental process.
- Can I purchase an item that I am currently renting?
Yes, in some cases. The Lender has the opportunity to also list their item for resale.
If the option to buy has not been selected by the lender, please email Customer Service at contact@millsandyork.com and we will be happy to discuss resale with the lender.
- How does delivery work?
When you are purchasing an item, you will choose from the delivery options available.
Methods of delivery:
- Meet up: If you choose to meet to exchange the item, organise a time and location with the reseller through our private messaging system. Please make sure you meet in a public place such as a café, train, bus or tram stop.
- Bicycle courier: Sellers/lenders must organise their own bike couriers. We recommend sustainable couriers like Momentum Messenger (Melbourne only), for more info click here.
- Road courier: We recommend using a carbon neutral delivery service like Sendle, for more info click here.
All delivery prices quoted are for within Australia. Please contact the reseller for shipping outside of Australia.
- What if I change my mind? Can I return?
All purchases on Mills & York are final.
We suggest if you would like to try before you buy, that you message the Reseller directly through the platform and request they offer the item to rent first?
- General Questions
- How do I get started?
Here are the steps to join:
- Fill out your details
- Verify your account
Make sure you’re logged into M&Y website
Click the User icon in the top right corner
Click Update my account > Verify ID
Upload an image of your ID
- M&Y will verify your account and email you
- Start listing, renting and buying items!
Get started here. https://landing-stage.millsandyork.com/register
Yay, you are now officially a Mills & York member!
You can list your wardrobe, borrow fabulous clothes from other lenders, resell or buy, create wish lists and be a part of our community!
Remember, before you request to rent an item, you will need to complete our quick ID verification. - I have a wardrobe full of clothes to upload, can you help?
Mills & York are here to help! If you send us the following information about your items, we will list your wardrobe for you.
- Brand
- Description
- Size
- Photographs
- Weekly rental price or resale
- Item RRP
Email to contact@millsandyork.com
- How do I refer my friends to Mills & York?
We would love to meet your friends!
Plus if 4 of your referred friends become members of Mills & York - you receive 20% off your next rental or purchase up to the value of $200.
You will receive an email with the 20% code and it must be used in 1 transaction.
To invite your friends to join Mills & York, go to Account > Dashboard and at the bottom of your Dashboard is ‘Invite a friend’.
Enter your friends' email addresses, one at a time. Or copy the link to join and send it to them. This will send them a direct invitation.
- Someone has contacted me asking me to pay them directly. What should I do?
Receiving payments and communicating with members only through the Mills & York platform is imperative to ensuring the safety of your items. If your communication or transaction is taken off the platform and we have no record of it, you will not be protected if anything goes wrong.
If you are contacted by a member outside of the platform, we recommend you cease all communication with that member and notify us immediately at contact@millsandyork.com
- What size guide does Mills & York use?
Each item follows the size guide of the country and/or designer it's from. If you're unsure about the size of an item search the designer's size guide or message the lender/seller.
Australian Size Guide:
- How do I delete my account?
We're sad to see you go.
To delete your account, please email contact@millsandyork.com and we will process it for you.
Please provide any feedback as to why you would like to delete your account.
- Mills & York Styling
- What styling services do Mills & York offer?
Mills & York offers a complete styling service, we can wardrobe edit, style you for an event, or help you find key pieces to add to your closet.
Currently the full Wardrobe edit is only available to Melbourne clients.
Please contact us at contact@millsandyork.com
- I have an Event coming up and nothing to wear. Can you help?
Yes we certainly can! Please contact us for further insight into our styling services, we can adapt to suit your needs.
- What does it cost to be styled by Mills & York?
We have a huge wardrobe at our fingertips! The cost depends upon the price of these garments to rent or buy.
Contact us at contact@millsandyork.com
- I have a great dress but nothing to wear with it. Can you help?
We are here to help in those times of need. We have a vast array of shoes, accessories, jackets, skirts, tops and dresses to complete your outfit.
Contact us at contact@millsandyork.com
- Fees & Payments
- Is there a fee to become a member or list my items on Mills & York?
Listing your wardrobe is FREE! Becoming a member of Mills & York is also free, there are no membership fees or monthly fees.
Mills & York is commission-based, which means, we only make money when you do.
You can even email your item list to us at contact@millsandyork.com and we'll upload your wardrobe for you.
- What commission does Mills & York take?
- Lender/Renter: Mills & York charges a 15% service fee to lenders and a 15% service fee to the renter. This helps us cover all processes including, member ID verification, payment and insurance to ensure lending and renting on Mills & York is safe.
- Reseller/Buyer: Mills & York charges a 20% service fee to resellers (no fees for the buyers).- Wardrobe management: Want to do your bit for the planet but do not have time. The M & Y team are here for you. Contact us at contact@millsandyork.com to discuss.
- When do I get paid for lending or reselling my items?
- Lenders: You are able to view your transaction history at anytime by going to your Member Dashboard > Transaction History.
- Resellers: You are able to view your transaction history at anytime by going to your Member Dashboard > Transaction History.
- Member Security
- What is ID Verification?
Providing a safe and secure platform is of great importance to the Mills & York team. Every member who rents on Mills & York must be vetted and have completed our ID verification process.
The ID verification process will ask for basic personal information such as:- Name
- Address
- Phone number
Your driver’s licence or passport will also be required.
If our third party is unable to verify you, further information such as a picture of you holding your driver’s licence will be requested. The entire process takes less that one minute to complete.
Please note: Your ID documentation is not stored by Mills & York. All documentation is held by a secure third party. All data is transmitted and stored using encryption technology. No documentation will be shared with other lenders or renters.
- Why is my account "pending approval"?
It's very important to us that the Mills & York platform is safe and secure. All members must complete an identification verification. If incorrect or incomplete information is provided, we will not be able to verify you.
This is when your account will show as “pending approval”. One of our team will need to manually verify your account and you may be asked to provide further or alternate ID verification.
If your Rental request is urgent, please email contact@millsandyork.com - How does the location function work?
When an item is listed on Mills & York, the lender can choose the delivery method 'Meetup'. In that case, the item will show on the map in the location of the Meetup postcode - never an exact address.
The exact meetup location will be decided by the lender and renter in M&Y messages, please ensure you always meet in a public place.
This is perfect for those needing to rent an item urgently and a meet to meet or bicycle courier is the desired delivery method.
- Damage Protection
- Do I need Damage protection?
We expect all our members to treat rented items as if they are your own. There is an optional $8 damage protection fee which will ensure that minor stains and damage (such as broken zips, missing sequins) are covered.
However, it is important to remember that significant damage and theft are NOT covered under our damage protection policy. If the item is significantly damaged or never returned, you, the renter will be charged the estimated market value of the item.
Please don't worry, our members know how to take care of other members items. If damage has occurred, you should notify the lender and email us immediately at contact@millsandyork.com
- How do I prove the condition of my item?
We suggest that prior to any rental being delivered that the lender takes a time-stamped photo on their phone as evidence of the condition of the item.
If damage has occured, once the item has been received back, take time-stamped photos again., within 24 hours of receiving the returned rental item.
Time -stamped photo apps available free on all smart phone.
