If your item has not been returned, please CLICK HERE to report it.
What Happens Next?
Submit the Form – Once you’ve reported the non-return, a dedicated case manager will be assigned to your case.
Case Manager Review – You will be contacted within one working day (please note that the Resolutions Team is unavailable on weekends).
Required Information – Your case manager will email you with details on the evidence or documentation needed.
Security Team Involvement – If a full kit has not been returned, the case will also be escalated to our Security Team, who will actively pursue the borrower to recover your item as a high-priority matter.
Borrower Liability & Lender Guarantee
Under Fat Llama’s Terms and Conditions, borrowers accept full liability for the value of the items they rent.
Fat Llama guarantees this value, provided the lender meets the Lender Guarantee Requirements.
If sufficient evidence is provided, lenders are covered for up to £25,000 or $30,000 in case the borrower does not comply.
For more details, refer to our Lender Guarantee Requirements page.