How do I list an item?

Register with us, or log in (if you already have an account), then tap on the middle icon on the bottom of your screen to start listing!

What information should I include in my listing?

Please refer to Listing Guideline & Photo Upload Guideline .

Complete all the necessary fields and then tap 'List Now'. Your item will immediately become available on our website for rent.

Can I set my own rental price?

It is at a host's discretion to choose a rental price they are comfortable with. However, to ensure your item is attractive to customers, we recommend selecting a rental price that is approximately 20% of the recommended retail price (RRP) of the item for short-term rentals. The rental price should also take into consideration the condition of the item.

When uploading items, note that we ask for the 'price per day' instead of the 'total rental price'. There are 4 fixed durations, and we recommend renting it at a lower 'price per day' for longer term rentals.

How much does it cost to list my item?

It is free to list your items with CITA. We charge a 15% service fee on rentals. This is calculated on the booking fee of the rental only. Shipping fees are not subject to a service fee.

How does Deposit work?

When a host lists an item for rent on our platform, the host may charge a deposit to the customer, which will be held securely by the platform. This deposit serves as protection in the event of damage to the rented item or loss during the rental period. Late fees (customer returning the rented item late) will also be deducted from this deposit.

If damage or loss is confirmed by the platform after an inspection, the deposit may be used to cover the cost of repairs or replacement. In cases where no claim for damage or loss is made by the host, the full deposit will be refunded to the customer three days after the end of the rental period.

The platform will facilitate the deposit transaction and make any necessary adjustments based on the outcome of the rental. Please note that the final decision will rest with the platform.

Disclaimer: CITA does not warrant the quality or condition of any goods obtained through the platform or the return or condition of any goods rented or shared through the platform and is not responsible for any injuries or losses sustained by users as a result of goods rented or purchased or otherwise through the platform.

How does Delivery Fee work?

When a host lists an item for rent on our platform, the host may charge a delivery fee based on the delivery service they chose to employ, or choose to cover it fully or partially.

Please keep in mind that the customer will later have to pay for returning the item, so we recommend covering the delivery fee to ensure your item is attractive to customers.

How do I delete a listing?

When a host lists an item for rent on our platform, the host may charge a delivery fee based on the delivery service they chose to employ, or choose to cover it fully or partially.

You are free to delete listings at any time by tapping 'Delete Post' for each individual post. If you have upcoming rentals for your listing, you are still welcome to delete it. However, you must still fulfil all orders for the item. The orders will remain in the 'To Ship' tab, even after you've deleted the listing.

How do I know when I have received a booking request?

You will receive an email from us notifying you that you have an order. It will outline the item booked and the rental period, as well as the shipping information. All details will also appear in the 'To Ship' tab in your Inbox.

Make sure you check your junk inbox for these emails. Depending on your email settings our emails may end up in there. Mark us as 'not junk' to stop them being directed there in future.

How do I proceed with booking requests?

You will have 24 hours to confirm or reject a booking request in the 'To Ship' tab in your Inbox. Once you confirm the request, you will receive a confirmed order notification via email, and the order will be available 'To Ship'. If you choose to reject the booking request, leave your reason for rejection as the platform would like to minimise unwarranted rejections that might discourage customers.

Orders will be automatically cancelled after 24 hours. If we notice hosts frequently not responding to orders, we may remove them from the site.

Can changes be made to an order?

No. Once an order is confirmed, the customer will be charged, and no changes can be made. However, before the customer decides to make an order, if, after negotiation, both parties agree to make changes to the Deposit, and/or daily rental price, changes can be made.

What do the different statuses mean in the 'To Ship' tab?

Pending: You haven't accepted or declined the order.

'To Ship': The order is confirmed and paid for.

What's the Availability Calendar?

Once a request is converted into an order, the platform will automatically block out the rental period + 7 days after the rental period on the Availability Calendar. This blocked out period acts as a buffer in case of late returns, and for you to fulfill the next order.

The Availability Calendar allows you to manually block out dates each item will not be available for rent, i.e. you cannot facilitate bookings for August, you will need to block out these dates against each product. This will ensure you continue to receive bookings surrounding these dates.

What should I do to prepare my item for rent?

Ensure your item is freshly cleaned and in good condition before handing it over to the customer. Check the item for any damage such as loose seams, stains, or missing buttons. Repair anything that can be easily fixed before listing it.

Keep a detailed record of the item's condition, including photos of any minor wear and tear. This documentation can be useful in case of disputes. When handing over the item, ensure it's neatly packaged to prevent damage during delivery or pickup.

Who is responsible for cleaning the item?

You are responsible for cleaning the item so make sure you take any associated fees, e.g., dry cleaning fee, into consideration when choosing your rental price.

Our website will automatically block out 7 days after the rental period when a booking is made to allow for cleaning and subsequent delivery should there be any. If you need longer though, make sure you manually block out your availability calendar when you receive the booking.

Which shipping company can I use?

Hosts are free to use any shipping or courier service that is convenient for them. However, it is your responsibility to ensure that the selected service can deliver the item on time for the customer's rental period.

Please note that meeting in person for transactions or item drop-offs is strictly prohibited as it goes against Closet in the Air's Terms & Conditions. Any loss, damage, or issues arising from such arrangements will not be the platform's responsibility. Always use secure and trackable delivery methods for a seamless and protected experience.

When should I ship a rental?

To avoid any delays, we strongly recommend arranging for the item to be shipped at least 2 working days before the start of the rental period so that it arrives to the customer on time. Please note that if you fail to deliver the item on time due to late shipping, resulting in the customer receiving it too late, you may face penalties in accordance with the platform's policies. See Late Fees in Terms & Conditions.

Timely delivery is crucial to ensure a positive rental experience and maintain trust within the Closet in the Air community.

How do I inform the customer that I have sent my item?

In the 'To Ship' tab, tap on 'Order Shipped', then enter the tracking number, without which you cannot complete the order. The customer will be informed by the platform that their order has been shipped.

How do I get paid?

We will pay you out via credit into your Wallet, where you can view your balance and transaction history. Should you choose to withdraw the balance to your bank account, you can complete your bank details in 'Withdraw' > 'Withdraw to', and choose an existing bank account or 'Add New Bank Details'. Please make sure these details are up to date at all times to ensure you are paid correctly.

Withdrawals from your Closet in the Air account to your bank may take several business days to process. Depending on your bank, it can take anywhere from 3 to 14 business days for the funds to appear in your account. We appreciate your patience and recommend checking with your bank for updates once the withdrawal is processed.

When do I get paid?

Hosts will be paid within 3 business days of the rental being delivered to the customer, provided that the item is not reported by the customer. Please make sure you mark your order as 'Shipped'. Without this, we will not be able to pay you out.

Are there any fees for listing my items?

Closet in the Air charges a service fee of 15% on all rentals. This service fee will be deducted from your payment. The service fee is charged on the rental cost only. The shipping fee is not subject to a service fee.

What happens if my item is returned to me damaged?

If an item is returned to you damaged, please report the damage in the 'To Receive' tab, under the particular order, as soon as possible. If the damage is not reported within 3 days of you receiving the item, the order will be automatically marked as Returned Received, and the deposit will be refunded to the customer.

Once you report the item, you will be brought to a live chat where the Customer Service Team will assist in mitigating the situation with the individual responsible for the damage and recuperating any losses you may have incurred. Please include as much information about the rental and damage, as well as any evidence of the damage such as images, in the chat.

Please be aware that damage and subsequent losses are determined on a case by case basis.
Please refer to our Terms & Conditions for more information.

What happens in case of a dispute with the customer?

If a dispute arises between you and the customer—whether it's about item condition, late returns, or damage—contact our Customer Service Team as soon as possible, providing detailed information and any evidence (such as images or messages) related to the dispute. CITA will review all provided documentation and mediate between both parties to try and resolve the issue amicably. If the dispute is related to damage or loss, we will assess the situation based on the evidence and may use the deposit to compensate the host.

Please ensure the amount is sufficient to fairly compensate for potential loss or damage, as no additional charges beyond the deposit can be made to the customer. At the same time, we encourage you to keep the deposit reasonable to maintain an inviting experience for customers.

Can I cancel a rental after accepting a request?

You can only cancel an upcoming order if (a) the item has been damaged to the extent that it is unwearable or unrentable. This damage must be a result of previous rentals, (b) the previous customer loses your item or (c) delays its return, making it unavailable for the next rental. Please ensure you report such issues promptly to allow the platform to assist the next customer, and so that your account is not unnecessarily suspended.

Any cancellations outside of these reasons will not be entertained and will result in a penalty. Your account will be suspended for 1 week, during which you will be unable to accept new orders but must still fulfill any existing orders.

Please note that if your account is suspended 3 times, it will result in a permanent suspension or ban from the platform. We encourage you to adhere to the guidelines to maintain a smooth and trustworthy experience for everyone in the Closet in the Air community.

Lost or delayed items

The platform will suspend the host's account for a certain period before the next transaction, but the host can apply to have their account unsuspended via live chat if the cancellation is due to the above circumstances.

(> See Terms & Conditions)

Please note that the final decision regarding account status will rest with the platform.

What happens if the customer cancels their order?

The customer is allowed to cancel for a full refund 21 or more days prior to their rental start date, but cancellation is not allowed 20 or less days prior to their rental start date. Should they still decide to cancel, and the item is not shipped for rent, the host will receive 50% of the intended rent price.

What do I do if the customer doesn't return my item on time?

If the customer fails to return an item on time—the host doesn't receive the item 3 days after the last day of the rental period, they will be charged according to the daily rental fee of said order. This would be deducted from 'Deposit' if the deposit was charged. Take this in account when setting your deposit.

Remember to report the late return by day 4 after the last day of the rental period. If the late return is not reported by day 8 after the last day of the rental period, the deposit will be fully refunded to the customer; if it is reported, the deposit will be fully charged day 8 after the last day of the rental period.

My rental was never returned.

When your item does not arrive back to you, we have to assume that the customer did not appropriately post back the item as requested, and we hold the customer responsible for the loss of the item. Please report the loss in the 'To Receive' tab if this is the case so we can undertake the appropriate action to rectify the situation. (see: What do I do if the customer doesn't return my item on time?)

A customer has asked me to pay them directly, what should I do?

Please be advised that while Closet in the Air allows contact outside our platform for convenience, for your safety and security, all rental agreements and payments must be completed on the CITA platform. We will not be responsible for any losses, disputes, or issues arising from deals made outside our secure platform (e.g: WhatsApp, email, etc.)

I am younger than 18. Can I be a host?

You must be 18 years or older to use Closet in the Air. If you are not, please have a parent or guardian act on your behalf. They accept all liability when using the site.

Why am I asked to complete a review?

Here at CITA, we are all about trust and honesty, so we encourage all hosts and customers to review each other to build positive host/customer relationships. All reviews must be completed constructively and in good faith, and any reviews that are found to violate our Review Policy will be removed.

How do I rent an item?

Register with us, or log in (if you already have an account). To rent an item, tap on the post you're interested in to bring you to the product page. Select your preferred rental start date on the item's availability calendar and select a duration to rent.

Please note that the first day of the rental period is when you receive your order, while the last day is when you ship back the item. Check out your cart by following the prompts!

How do I rent multiple items?

If you would like to rent multiple items, please process them as separate transactions. Don't forget you can always save products to your wish list if you are deciding between a few different items.

What rental period should I book for my event?

We recommend starting your rental period two days before you plan to wear the item, just to be safe! Rentals must be returned by 12 PM on the last day of the rental period, so be sure to choose a return date that works for you. Our platform offers four rental periods to choose from—pick the one that best fits your needs!

How do I know if my booking request is confirmed/rejected?

The host has 24 hours to confirm/reject your request, after which you will receive an email from us notifying your order status. Make sure you check your junk inbox for these emails. Depending on your email settings our emails may end up in there. Mark us as 'not junk' to stop them being directed there in future. You can also check your order status in your Inbox, either under 'To Receive' OR 'Cancelled'.

Once your order is confirmed, all you have to do is sit back and wait for your outfit to be delivered to your door. If your request is rejected, you will find your refund in your Wallet immediately, with which you can make a new booking request.

Can I try on an item?

Unfortunately we do not offer try-ons at this time. If you are unsure about the size or fit of an item, please contact the host to assist you. You can further find the size guide of each item on a designer's website.

When do I get charged?

You will be charged when you make a booking request. If your booking request is rejected (within 24 hours), your full payment will automatically be credited to your Wallet as credit, which can be used for future transactions on the platform. You can also choose to withdraw the balance to your bank account at any time.

Can changes be made to an order?

No. Once an order is confirmed, the customer will be charged, and no changes can be made. However, you can contact the host and the host can make changes before you make a booking request.

A host has asked me to pay them directly, what should I do?

Requesting payment outside of our website (WhatsApp, email, etc.) is a direct violation of our Terms & Conditions so please report the host to us immediately via the platform's live chat.

Please be advised that while Closet in the Air allows contact outside our platform for convenience, for your safety and security, all rental agreements and payments must be completed on the CITA platform. We will not be responsible for any losses, disputes, or issues arising from deals made outside our secure platform (e.g: WhatsApp, email, etc.)

Why am I charged a deposit?

When renting an item through our platform, you may be required to pay a temporary deposit, which will be securely held by the platform. This deposit is a safeguard to cover any potential damage to the item, loss during the rental period, or late fees if the item is returned past the agreed-upon time.

If no claims for damage, loss, or late return are made by the host, the full deposit will be refunded to you within three days after the rental period ends. In cases where damage or loss is confirmed by the platform following an inspection, a portion or all of the deposit may be used to cover the cost of repairs, replacement, or late fees.

Rest assured, the platform handles the deposit process transparently and will make any necessary adjustments based on the rental outcome. Please note that the final decision will rest with the platform.

When is my deposit returned?

If you are eligible for a deposit refund, the amount will be credited to your Wallet 8 days after the last day of your rental period. You can view your balance and transaction history in your Wallet. If you wish to withdraw the balance to your bank account, simply complete your bank details under 'Withdraw' > 'Withdraw to'. You can choose an existing bank account or add new bank details. Please make sure your bank information is accurate and up to date to avoid any delays or errors in receiving your refund.

Withdrawals from your Closet in the Air Wallet to your bank account may take several business days to process. Depending on your bank, it may take between 3 to 14 business days for the funds to appear in your account. We appreciate your patience and recommend checking with your bank for updates once the withdrawal has been processed.

If the item you rented is reported by the host as damaged or lost, the deposit may be adjusted to cover the issue. If no claims are made within 3 days of the host receiving the item back, the deposit will be automatically refunded to your Wallet.

How does delivery fee work?

When renting an item on our platform, the host may choose to charge a delivery fee to cover the cost of shipping the item to you. Please note that as the customer, you will be responsible for paying the return delivery fee when sending the item back to the host.

We encourage you to review the delivery fees carefully to ensure a seamless rental experience.

Can I cancel my order?

You are allowed to cancel for a full refund, minus the cancellation processing fee of RM 5, 21 or more days prior to their rental start date.

Cancellation is not allowed 20 or less days prior to their rental start date. Orders made within 21 days of the rental period are non-refundable.

Can the host cancel my order?

Yes, but the platform will suspend the host's account as penalty if they cancel your order, unless (a) their item has been damaged to the extent that it is unwearable or unrentable, (b) the previous customer loses their item or (c) delays its return, making it unavailable for the next rental.

You will also receive a full refund.

When will I receive my rental?

You are expected to receive your rental on the first day of your rental period, as hosts are instructed to ship items at least two working days before the rental begins to ensure timely delivery. However, to avoid disappointment, we strongly recommend starting your rental period at least two days before you intend to wear the item for events or special occasions. This provides a buffer in case of any unexpected delays during shipping.

Do I need to confirm that I have received my item on time?

The possession period of an item commences immediately upon delivery of the item. Tap 'Order Received' in the 'To Receive' tab in your inbox once you receive your item. If you don't, the order will be automatically confirmed 3 days after the first day of the rental period, and any damage/late reports made after that will not be entertained.

I'm worried the item I rent won't arrive in time. Can I pick it up instead?

Meeting in person is not allowed. Please note that meeting in person for transactions or item drop-offs is strictly prohibited as it goes against Closet in the Air's Terms & Conditions. Any loss, damage, or issues arising from such arrangements will not be the platform's responsibility. Always use secure and trackable delivery methods for a seamless and protected experience.

I provided the incorrect shipping address for my booking, what do I do?

If you have provided an incorrect or unsuitable shipping address on your booking, please contact our Customer Service Team as soon as possible so we can update your rental.

If a host has already posted your rental, we will be unable to amend the address. If a rental is delayed or lost during shipping due to the address you provided being unsuitable, you will be liable for any costs incurred to the owner as a result of the delayed or lost garment.

My rental did not arrive in time, what can I do?

If your order did not arrive in time for your event due to late shipping, the rental fee for each delayed day will be refunded to you. If your rental does not arrive 3 days after the start of your rental period, you will be fully refunded. The host may face penalties as per the platform's policies (See Late Fees in Terms & Conditions).

The hosts are instructed to ship items at least two working days before the rental begins to ensure timely delivery. However, to avoid disappointment, we strongly recommend starting your rental period at least two days before you intend to wear the item for events or special occasions. This provides a buffer in case of any unexpected delays during shipping.

I never received my rental.

If you don't receive your item within 3 days of the start of your rental period, please go to your order and report the issue via live chat. The platform will immediately attempt to contact the host, whose account will be suspended. You will also receive a full refund instantly. Additionally, feel free to contact us so that we can assist you in looking for an emergency rental as quickly as possible.

My outfit does not fit or suit me. Can I get a refund?

Unfortunately we are unable to offer refunds for size or fit issues. If you are unsure about the size or fit of an item, please contact the host to assist you. You can further find the size guide of each item on a designer's website.

What's the Availability Calendar?

An item is only available for bookings on dates that are not blocked out. Our Availability Calendar allows you to select rental periods which rental start and end dates fall on business days to ensure smooth delivery and timely returns. This policy helps avoid any potential delivery issues and ensures a seamless, pleasant rental experience for everyone.

Do I need to dry clean the item before returning it?

No! All cleaning fees are included in the rental price so just return the item at the end of the rental period and the host is responsible for cleaning the item. However, you should take care of the item during the duration of the rent.

When do I need to return my rental?

Your item must be posted back no later than 12pm on the last day of your rental period. Take a time-stamped photo showing when the parcel is dropped off.

Which shipping company can I use?

You are free to use any shipping or courier service that is convenient for you. However, it is your responsibility to ensure that the selected service can deliver the item on time for the customer's rental period.

You can see the return address when you tap Return in the To Return tab.

How do I inform the customer that I have sent my item?

In the 'To Ship' tab, tap on 'Order Shipped', then enter the tracking number, without which you cannot complete the order. The customer will be informed by the platform that their order has been shipped. The possession period of an item only concludes upon lodgement of the return of the item.

What happens if my rental is sent to me damaged?

If an item is sent to you damaged, please report the damage in the 'To Receive' tab, under the particular order, as soon as possible. If the damage is not reported within 3 days of you receiving the item, the order will be automatically marked as Order Received, and you will not be refunded.

Once you report the item, you will be brought to a live chat where the Customer Service Team will assist in mitigating the situation with the individual responsible for the damage and recuperating any losses you may have incurred. Please include as much information about the rental and damage, as well as any evidence of the damage such as images, in the chat.

Please be aware that damage and subsequent losses are determined on a case by case basis. Please refer to our Terms & Conditions for more information.

What happens in case of a dispute with the host?

If a dispute arises between you and the customer—whether it's about item condition or late delivery—contact our Customer Service Team as soon as possible via live chat, providing detailed information and any evidence (such as images or messages) related to the dispute. CITA will review all provided documentation and mediate between both parties to try and resolve the issue amicably.

I've damaged my rental. What should I do?

We understand that accidents can occur, and these may result in damage to your rental. If you damage your rental, please contact our Customer Service Team immediately so we can assist in resolving the situation. Please include images of the damage in question. The damage may be repairable, so we still recommend you return the damaged item to the owner by the return date (last day of the rental period). That way if the damage is repairable before the next rental, you will not be liable for any losses incurred by the owner due to the delayed return.

A customer will be responsible to pay for any fees incurred in order to repair the item, such as dry cleaning, stain removal, alterations and seamstress repairs. Minor wear and tear that can not be repaired, but does not exclude the item from future rentals, may incur a small penalty fee that will be deducted from the deposit.

An item that is damaged beyond repair is one that restricts it from being rented out and/or worn. In this situation, your deposit will not be refunded.

I am younger than 18. Can I rent an item?

You must be 18 years or older to use Closet in the Air. If you are not, please have a parent or guardian act on your behalf. They accept all liability when using the site.

Why am I asked to complete a review?

Here at CITA, we are all about trust and honesty, so we encourage all hosts and customers to review each other to build positive host/customer relationships. All reviews must be completed constructively and in good faith, and any reviews that are found to violate our Review Policy will be removed.