FAQs

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We are currently only operating in Hong Kong.
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We recommend having proof of condition for your rental. Lenders - Take photos of your item before you rent it Renters - Take photos of your item as soon as you receive it and before you return the item. If you accidentally damage your item, please inform Fēnxiǎng immediately. If the renter receives the item in poor condition, they must notify Fēnxiǎng within 24 hours to be eligible for a refund.
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Yes, in some cases, you may be able to extend your rental period. Please contact help@fenxianghk.com before your rental period expires for more information.
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Rentals start from a minimum of 2 days and can be as long as you and the lender agree. The rental should be received on the first day and sent back on the last day.
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You can rent multiple items at once, subject to availability.
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If your rental arrives in poor condition, please contact Fēnxiǎng immediately with photos. Please return the rental in 24 hours and request a refund.
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Minor wear and tear are expected, but significant damage or stains may result in additional charges. If you accidentally damage the item during your rental, including marks or stains, please inform Fēnxiǎng immediately.
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All our payments are managed through Stripe which accepts all major credit cards.
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Cleaning responsibility is with the lender, the cost of this will be included in the renter's price. Simply return the item as you received. If you accidentally damage the item during your rental, including marks or stains, please inform Fēnxiǎng immediately. The renter may have to pay an additional cleaning fee.
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If an item doesn't fit as expected, please contact Fēnxiǎng on the day of receiving the item. We'll work with you to find a suitable solution, such as exchanging the item for a different size or style or a partial refund. All lenders should list accurate sizing and include further description if fit comes up differently.
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For any issues or questions please contact us at help@fenxianghk.com
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If your item does not arrive in time, you should contact Fēnxiǎng as soon as possible. You can receive a full refund if you item does not arrive on time but you must return the item within 24 hours to receive the refund. If the item is kept longer than the rental period agreed, the renter is liable to late fee charges. Please reach out to help@fenxianghk.com for support.
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If you wish to cancel your rental, please reach out to help@fenxianghk.com. Rentals cancelled more than 10 days before the start date can receive a full refund. Rentals cancelled within 10 days of the rental start date incur a 50% cancellation charge. Rentals cancelled 48 hours in advance of the rental start date are non refundable.
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Fēnxiǎng provides access to high end contemporary and luxury fashion. Items from high street brands and fast fashion stores are prohibited. If you are unsure on an item, please contact help@fenxianghk.com.
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The item should arrive with the renter as listed. If there are any damages to the item, the renter should raise this immediately. The renter is responsible for sending back the item as received. Cleaning responsibility is with the lender, the cost of should be included in the price. If the renter accidentally damages the item during the rental, including marks or stains, they must inform Fēnxiǎng immediately. The renter may have to pay an additional cleaning fee, as the lender we advise keeping proof of receipts.
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Fēnxiǎng’s priority is the safety and security of your wardrobe. The lender has full control in accepting or declining rental requests. All users must adhere to our Terms of Service. Every renter and lender must provide their Hong Kong ID card, address and phone number. Fenxiang is a community and all lenders and renters must leave a review after each rental or sale.
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The price of your rental includes the rental fee, Fēnxiǎng fee and cleaning fee. Delivery fee will be charged directly through SF express.
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Renter - Fēnxiǎng takes 15% from the renter when a rental transaction occurs, this is applicable to all users. Lender - Fēnxiǎng takes 15% from the lender when a sale transaction occurs, this is applicable to all users.
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The renter sends the total amount via Stripe to Fēnxiǎng. This will then be paid to the lender when the rental is complete.
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Yes, you may have the option to purchase rented items if they are listed as resale. Simply select resale and proceed to checkout.
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Fēnxiǎng is a clothing rental platform designed to make borrowing and sharing from others easy and accessible. Offering a sustainable alternative to shopping for contemporary fashion, Fēnxiǎng is the first peer to peer circular fashion concept of its kind in Hong Kong.
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Simply browse the wardrobe, select the items you love, choose your rental period, and proceed to checkout. Receive your items via SF Express or Collect from the Lender. Once your rental period is over, just return the items via SF Express or Drop Off with the Lender.
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Fēnxiǎng will facilitate reimbursement from the renter of your item or cost of repair if there is damage, loss or theft. This can be up to RRP.
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If your rental has not been returned by the agreed date, the renter will be liable to late fees. You should contact help@fenxianghk.com.
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Payments are received via Stripe within 1-2 business days after confirming your rental has been returned. If you have any issues receiving your payment, please contact help@fenxianghk.com.
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If an item is returned late, the lender can charge the renter late fees.
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When calculating your daily rental fee, we recommend that it should be around 3-5% of the item’s original retail value and include your cleaning fee. Weekly and monthly prices should be slightly discounted.
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  • Quality: All photos should be of high quality, well-lit, and in focus. Avoid blurry or pixelated images, as they can make the items look unprofessional and unappealing.
  • Multiple angles: It's important to provide multiple angles of the item to give renters a clear idea of what they're renting. Take photos from the front, back, sides, and any unique features or details.
  • Fit: Show how the item fits on you or a friend. This will give renters a better idea of how the item will fit on them.
  • Colour accuracy: Ensure that the colour of the item is accurately represented in the photos. Avoid using filters or editing tools that can alter the colour of the item.
  • Accessories: If the item comes with any accessories, such as a belt or scarf, include photos of these as well.
  • Cleanliness: Ensure that the item is clean and free of any stains or damage before taking photos. This will give renters a better idea of the condition of the item.
  • Consistency: Ensure that all photos have a consistent style and background. This will make the listings look more professional and appealing to renters.
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Return the item using the preferred method the lender has selected. The options are:

  • Drop off at SF Drop Off Point
  • Return via SF courier
  • Drop off at lender meeting point
All items should be sent back on the last rental day with next day delivery. It is the responsibility of the renter to return the item on time and correctly. If an item is lost or damaged during return, it is the renter's responsibility. Please keep a note of the tracking details and proof of postage. If an item is sent back late or not via the correct return method, the lender can charge the renter a late fee.