Returning a piece

Film it, book the return, and hand it over, all before your end date (a parcel gets one more business day to reach the carrier). The return is on the order, and it travels the way you chose at checkout: a courier, a handoff, or a prepaid shipping label. The return is its own leg and its own quote (a courier from $13.49, priced when you book it), so it does not have to match the way the piece reached you.

A courier return is booked for a time you both agreed. Propose one or more two-hour windows on the order, for your end date or a day just after it (a later day runs the late fee), and the lender accepts one. The moment she does, the courier is booked for that window, as long as you have filmed the piece. See Changing an order. Label the package with the line the order gives you (the lender's first name and the order's reference), and you will hear when the courier is on the way to you and when it has the piece.

If it came by parcel, the return label is already paid for. It was charged at checkout, at Ground. Get it from the order on or before your end date, print it, and drop the parcel off with the carrier named on it by the next business day after your end date. Drop it off by then and the prepaid Ground label is included; later, and the label only offers the speeds that still get it back when it is needed. The difference goes on your card. See Shipping. On a USPS label the order also shows a QR code: show it at any Post Office counter and they print the label for you. No printer on a UPS label? Most UPS Store locations can print it for you. Or print the label and schedule a pickup from the order: USPS collects for free; a UPS pickup's fee goes on your card. See Shipping. A UPS return with transit coverage may have to go over a counter instead of into a drop box. The order says so when it does, and where: a UPS Store or UPS Customer Center counter, with a receipt, or, for a piece of $1,000 or more, a UPS Customer Center or the driver on a pickup, who signs a high-value shipment summary for you.

Film it first

A short video of the piece as it is going back: camera only, in the app, the same as when it arrived. The courier cannot be booked without it. A photo is accepted if you cannot film.

That capture is what closes the question of how the piece left you. It is the reason a mark that appears in her hands and not in your film is hers to argue, and one that appears in both is neither of yours. See Condition reports.

Before you pack it

• Do not clean it. Send it back as it is: cleaning is the lender's and she has priced it in. See Cleaning.
• Do not hold it back to try to put something right. A piece returned late while you sorted out a mark is a late return as well as a damage question. Send it, and say what happened on the order.
• Empty the pockets and the bag.
• Make sure it is completely dry, and do not spray perfume or freshener on it.
• Pack it as it arrived: hanger, garment bag, box, dust bag, shoe bag. A parcel goes back in the packaging it came in: the return label is paid for that same size, and you tick a box saying so before you get it. If the carrier measures a bigger or heavier parcel, its extra charge goes on your card on file. Missing packaging is a real thing to raise on an order.

Handing it over

Give it to the driver, leave it where Jelly tells you to, or drop the parcel off with the carrier. The return label carries the lender's first name, last initial and address (the one place you see it), and the sender reads Jelly Shop.

Confirming the piece is home is the lender's, and it is the only part of the handover that is hers: no other member can say a piece is back in a closet. A courier's delivery of the return leg, or a carrier's, confirms it too. Closing the order is Jelly's, on the clock. Neither of you closes an order by hand, and neither of you can shorten the other's window by doing so.

If the courier or the carrier is slow after you have handed the piece over, that is not on you and no late fee applies. See Late returns.

Once it is back

The lender has 48 hours to report anything on it. Your own window to report a problem was the 12 hours after the piece reached you. See Not as described. A review has no deadline. See Reviews and labels.

Need it longer? Ask before the end date, not after. See Extending a rental.