FAQ

Here you can find answers to the most frequently asked questions about rentals rules, returns, payments and more. Should you have a question that is not answered here, you are welcome to email us or call us at +45 78 76 65 86. Our opening hours are Monday to Thursday 9-16, Friday 9-15:30.

You sure can, just go to the product page and in the calendar choose a start and end date.

Make sure that you receive your parcel within good time before your event. Say, you are going to a wedding on a Saturday, choose Wednesday as delivery day in order to allow time to try on. If you have booked for a week, you will have to return this item next Wednesday.

Your rentals stop at 12:00 PM on the return date you have paid for.

This is achieved when you deliver the product(s) in the return packaging to a relevant parcel shop before or on 12:00 PM on the return date.

For scheduled deliveries, you may cancel your order at any time prior to the ordered delivery date, with no additional fees.

If you return the products too late or not at all, a daily late fee will be charged to your payment card, up to the retail price of the product and the product is hereafter yours to keep.

Our Terms and conditions that you accepted at time of order give us this permission.

You must return your rentals in the return packaging with the return label affixed, to a PostNord, GLS or UPS parcel shop (depending on your country, please refer to your specific return label to see which distributor). The official return date is the postage date.

We are not responsible for any personal or other items returned in or together with the products in the return packaging. If you believe you have accidentally sent us any such items, please contact customer service as soon as possible. Our staff may assist in attempting to locate such items at your request, on a best effort basis.

Our Terms and Conditions that you accept at time of order give us this permission.

Not at the moment. We have started piloting in Denmark and will announce when ready for taking international orders. Please write customer service to let us know your interest.

If the item you want is out of stock in your size, you can register by emailing us to be notified when your size is available again.

For rentals:
You can cancel without cancellation fees prior to delivery. Once delivered you have 4 days right of withdrawal  If you're not happy with your purchase or think your goods arrived damaged for a full refund.

For buy out products:
For the avoidance of doubt, the purchase of the rented Item in accordance is not considered a distance sales, as you have the Item in your possession when the purchase is made. This mean that you are not able to return or withdraw from purchase of the item after exercising the bouy out option.

For "normal" purchases
If you're not happy with your purchase or think your goods arrived damaged, you can send any unworn* item back to us within 14 days of the delivery date. It can take up to 14 days for your return to be fully processed. Your original payment method will be refunded. It may take 2-3 days to clear depending on your bank.

NOTE: *Returns will only be accepted if the seal on the product remains unbroken, attached and in our sole discretion, has not been worn (seal is designed to let you try on, examine and see the products you have ordered as you would in a shop). Items worn purely to see if they fit are not considered worn. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. This does not affect your statutory rights.

 

The mandatory insurance covers minor mishaps like removable stains, loose buttons, broken seams etc. Note, that significant damage, loss or theft are not covered by this insurance. If you experience significant damage to a By Malene Birger Rent the Look product you have in your possesion, you should contact your own insurance provider to check if your private insurance covers the compensation fee. The compensation fee will be equal to the specific products’ current buyout price which can be found at your customer profile.

Currently you cannot use your credentials that you would on the brand main website as this is a separate system for now and has yet to be implemented on our main website. 

Yes, you can.

If you fall in love with a product simply login to your account, find the product under Rentals and click the 'BUYOUT' button next to the product name. To complete the order you must read and accept 'Terms' and click 'Complete purchase'.

We will send you an email with the invoice confirmation and proof of ownership. Your product is then being listed in your account under 'Purchases' and here you can trade it in on a later basis if desired.

We hope you will find it’s the circular way to dress, any way you want to dress.

Yes, you can. Use the clothes for as long as you want and trade-in via your profile when you no longer need it. You will find the Trade-in value next to the product name under Purchases. When you click the Trade-in button you will automatically order a return kit that you can use for returning your trade-in. When we receive your trade-in product, we will inspect it for stains, holes, missing buttons etc, and if it meets our requirements you will receive a confirmation email, and a voucher for the trade-in value will be added to your account as a credit for future purchases. 

No, we take care of that - but please try to avoid sending moist clothes, as this could potentially ruin the products. 

We use our environmentally friendly industrial-scale laundry operations to clean and prepare garments between users, so that the next customer receives clothes that have been reset, clean, free of odours and ready to wear.

Sorry for the inconvenience, but our current system cannot handle this. 
You would have to make two separate orders: one for the delivery now rental or purchase; and one for the scheduled rental.

We accept VISA, Mastercard and VISA/Dankort , all with 3D Secure.

Our terms and conditions that you accepted at time of sign up and order give us permission to charge your payment card for the purchase price, rental price, any other specified costs listed on the site in connection to your purchase and our fulfilment of your orders, running payments for subsequent week rentals, and any invoices due to repairs or claims.

Your card will not be charged until your order has left our warehouse. If you make use of your right of withdrawal, the amount will be credited back to your card account.

 

Yes, to sign up and order from us you'll need to be or have the following:

— at least 18 yeas of age*
— a DK billing and delivery address
— a debit/credit card account linked to a DK bank account
— a customer account.

Our Terms and Conditions that you accept at time of sign up and/or order give us this consent.

*Products may be rented or purchased for use by individuals under 18 years of age, but we rent and sell only to adults, who may rent or purchase the products with a payment card or other approved payment method.

Unfortunately, it's not possible to order by mail or phone through our helpline. Although we're all about providing options, we are an e-commerce company after all, so our customer care specialists are unable to accept any orders over mail or the phone.