When a delivery goes wrong

Raise it on the order. That is the fastest route, because the thread already knows which booking you mean. When a leg fails the order does not quietly move on: the failure is recorded, an issue opens, and it goes to a person. Or write to info@onjelly.com. See Messages and getting help.

The common ones

A driver could not get in. Add the door code, the buzzer, the floor or "leave with the doorman" to your address, then ask for the leg to be run again.

No courier will come to your address at all. Courier is New York City only, for a closet within about 15 miles, and a few addresses inside the city no courier service will drive to. Where the piece ships, shipping is on the delivery step instead. See Shipping.

Shipping says no speed can arrive in time. A shipped piece has to be able to reach you by your start date, and the days in transit sit outside your rental. Where no speed can make it: "No shipping option can arrive by your start date. Pick a later start, or courier if you're in New York." A later start brings it back.

Shipping asks for your street address. A carrier prices a parcel from the full address, so the speeds are listed without prices until you add it: "Add your street address to see shipping prices."

A piece you can see in a link will not let you book it. It cannot reach you from where it is, and the line under it says why. Shop only shows you pieces that can.

**The courier costs more than the from price on the listing.** The from is the least a leg has cost; the number at checkout is the quote for your address, and the way there and the way back are quoted separately. Nothing is added on top of it. See Payments, cards and charges.

Nobody was there for the pickup. The order stays where it was. Book a new pickup from the order: a return that has not been collected has not been returned. See Courier delivery.

The other member has not turned up for a handoff. Raise it on the order rather than waiting: there is no nudge of your own to send, and a handoff that is not happening is a delivery problem like any other. See Handoff.

It says returned to sender. That is a failed delivery, not a piece that has come home, and it is worked as one.

A parcel's tracking has stopped moving, or it says delivered and it is not there. Check with your building's staff or a neighbour first, then raise it on the order with what you know. It goes to a person, and it is not yours to chase with the carrier.

The ship-by date has come and the label is not made. Lender: make it from the order and drop the parcel off today. You are reminded on the day. If you cannot ship in time, say so on the order straight away rather than letting it run late. Renter: you can see the ship-by date and the parcel's progress on the order, and you can raise it there.

The wrong address is on the order. Change it on the order (Request a change → Address) before that leg's courier is booked; nobody has to approve it. If the courier is already on its way, write to Jelly on the order straight away. See Changing an order.

The courier time passed, or you cannot make it. Propose a new time on the order and wait for the other side to accept it. No courier is sent for a time you have not both agreed, and a window that passes before a courier could be booked asks you both for a new one.

It has not arrived and the day is running out. Say so early rather than at the end. There is often another piece near you that can still be there in time, and Mona can find it. If it does arrive too late to wear, see below.

The courier or the carrier was slow after you handed a return over. That is not a late return and no late fee applies to it. See Late returns.

If it arrives too late to wear

A piece that turns up too late to be worn is refunded in full: the rental and both delivery fees. It is one of only two refunds where the courier comes back too; the other is not as described. In both, the delivery is part of what failed.

• Report it within 12 hours of it arriving, and book the return the same day.
• A piece that simply arrived later in the day, still inside your rental, is not this. Neither is a piece that arrived in time and you decided not to wear.
• If you genuinely tried to return it the same day and could not, say so in the report rather than leaving it.

Who pays depends on what caused the delay: where it was the lender's (a parcel dropped off after its ship-by date is), her payout is withheld; where the courier or the carrier caused it, it is not. On a shipped order a parcel that lands after the start date is flagged to Jelly automatically; a person still reads the record and decides. See If something goes wrong.

If a piece never arrives at all, there is nothing to start a 12-hour clock and none is started. Report it as soon as the leg fails and it is worked from there.

Two things that never change

You see a first name and a handle. The only place an address appears is the label on a shipped order, for the person who ships it. A failed leg changes nothing about that. See Privacy and safety.

Some things only Jelly can do. Marking a piece delivered, lost, stolen or found, and closing an order, are not member actions, which is why Jelly tells you to write in rather than giving one side a button over the other's outcome.