FAQs

Below you will find answers to questions such as, 'How does a rental period work?' and 'Can I purchase a garment I have rented?'.  If you don't find the answer you are looking for, don't hesitate to contact us as hello@notsoordinary.se.

About NOT SO ORDINARY  

What is Not So Ordinary?  

Not so Ordinary is a rental service aimed to provide women clothing for all of life's festivities!

Where is Not So Ordinary located?

Not so Ordinary does not have a physical store, but has it's head office in Gothenburg, Sweden.    

Our garments 

Can I keep or purchase the clothing? 

We love that you loved a garment so much you want to keep it! But unfortunately, at this point, you cannot keep or purchase an item that is rented. We currently have waitlists for each item that you can register to if you are interested in purchasing a particular item. Please email us at Hello@notsoordinary.com and let us know your name + email and what dress and size you are interested in purchasing.  

What conditions are the clothes in? 

To ensure the longevity of each product, our team carefully looks over each item as it is returned.  Our team then evaluate how each item should be treated and cleaned. 
You can help us keep the items in our circle by 1. Letting us know what type stains we are treating. And 2. Being careful (while of course still having fun!) while wearing your items!  

How do we clean our garments? 

There are different ways to clean and freshen up garments. We use methods such as water cleaning (washing machine), steamer, and when necessary dry clean.  
As a customer by reporting if an accident happened, ex. If red wine was spilled on a dress, we can more easily choose the suitable cleaning program for that particular item and stain, which greatly helps us and our environmental work. 
Let us know if an accident happens at hello@notsoordinary.se. 

Will the garment(s) need to be pressed upon arrival?

It’s good to always have an iron or steamer handy. The garment(s) is packed & shipped freshly steamed, but can become wrinkly in the process of getting to you.
Make sure to read the care instructions for the temperature.

Am I able to wash or dry clean my items? 

Enjoy your occasion and leave the washing to us!  Don’t forget to tagg us, if social media is your thing!  

Our NFC chip  

Can I remove the chip?  

You may not remove the chip under any circumstances. If the chip is removed, fee’s will apply.  

Can I scan the chip? 

We have shared various information inside the chip so by holding your phone to the chip and ‘scanning’ it, you will be asked to view this information in your phone's web browser, accept by clicking on the link.  

Once in your web browser, you'll find information about the specific product you have rented and you’ll find contact information and more.  

Who can scan the chip? 

Anyone can scan the chip. By letting your friend scan the chip, she’ll be able to directly rent the dress by viewing the product page. Sharing is caring!  

Stolen, lost & carelessness

What if the clothing is stolen, lost or significantly damaged?  
If an item is stolen, lost or significant damage, or deemed carelessly used, additional charges will apply. Please read our Terms & Condition. 

Our Not so Ordinary Coverage

How does Not so Ordinary Coverage work? 
We understand that renting can feel a little risky because “what if something happens”. But really, we are here to tell you we understand that accidents happen, and that normal wear is part of wearing clothes. To ensure you feel completely comfortable, we offer a coverage to an additional cost. Please read our Terms & Conditions regarding our Coverage    

Order 

When will my order arrive? 

Your order will arrive on the first day of your rental period. Ex. If you chose 4-day rental, Thursday-Sunday, your package will be delivered and/or available for pick up at your postal office on that Thursday.   

How do I get a new return label?  

Please email us at hello@notsoordinary.com for a new return label. 
We will send you a digital return label which will need to be printed and attached properly to your package. 

How do I return my garment(s)?  

Use the same package that your garment(s) came in.

If your order was delivered by Early Bird, book your pick up through their app or through their website. 
If your order was delivered by DHL. Please use enclosed return label and attach it to the package and drop off the package at the nearest DHL service point.  

How does a rental period work? 

After you have chosen an item, size, number of days to rent over and exact dates, and proceeded to fill out your information, or created an account, and confirmed your order, the order will be registered with us. Depending on the dates you have chosen, your order will be sent out and delivered either to your home or at the nearest postal service point on the first day of your rental period. Send back the garment in the same package your garment was delivered in – attach the return label that came in your package and drop it off at the nearest postal drop of location.   

Why do some items show a varying rental price? 

We have different rental days to choose from. Depending on the number of days you would like to rent a garment, the price will vary.    


Can I cancel my order?

You may cancel your order up to 24 hours before your rental period starts.

Delivery & returns

Do you ship internationally? 

At this time, we only ship orders within Sweden. Orders must also be picked up or returned from within Sweden.  
Let us know where you would like for us to ship! Email us at Hello@notsoordinary.se  

Who is your shipping partner? 

Our main shipping partner is Early Bird
Some orders will be shipped by DHL. 

How do I return my rental order?

Early Bird: Please follow the instructions provided by Early Bird. You book your pick up through their app or through their website. 

DHL:  Use the enclosed return label and drop off the package at the nearest DHL service point.

What happens if I return an order late?  

An order needs to be sent out on the last day of your rental period. You will be charged 100sek for each day an item is delayed. 

If the garment(s) is not received after 5 days after the last return date, the return is considered non-delivery and you will be liable for compensating the amount corresponding to the garment's original store price including previous delay fees.

What if my garment does not fit? 

If the garment does not fit, you need to contact us and return your garment within 24 hours after receiving your order. 
We will reimburse you for the rental period, however you will be charged for the postal fees.

Payment 

What is Klarna? 

Klarna is a payment service that we use to ensure safe payment. Please read more about klarna here

When will my card be charged? 
Your card will be charged when your order has been processed and scanned to be shipped out.  

How will I get my refund?  
Your refund will be refunded to the payment choice you provided at check out or that is connected to your account. Please allow 5 weekdays for refunds to through.   

Why is my order not processing? 

You will receive a confirmation email when you have booked your garment. The order will then be processed only days before your order will ship. 

 Rental reviews  

I wrote a review, why isn't it on the site yet?  

We look over each review and have to approve them. We look over each review to ensure they follow our guidelines. Please read ‘why my photo might be rejected’ to know more about our guidelines.  

Why might my review be rejected? 

Reviews that generally are not approved include:  

  • Profane, aggressive, or otherwise inappropriate language in general.   
  • Photos in which people are not fully-clothed.  
  • Any photos of children whatsoever (for privacy and safety reasons).  
  • Promotions for, or comparisons with other services or brands.  
  • Contact information or promotional material.  
  • Content that may be detected as spam.  
  • Questions or feedback regarding issues with a specific order or shipping.  

Reviews with information regarding a specific order will not be approved as they are not contributing to the community’s experience or help them with their own orders. We of course want to help with any issues that arose with your order, hear your feedback on your experience etc. Please contact us at Hello@notsooridnary.com.   

Can I share my photo? 

We would love for you to share your photo. Please make sure to tagg us in your instagram posts at @notsoordinary_offical and use the #imnotsoordinary hashtag to share with the community!  

My account

Why should I create an account? 

By having your own account, you will be able to save all your information so that the check out process will be easy next time you rent. You will also be able to see current orders.  

How can I change my email/password?
 

Go to your “My Account” page, select "My Profile", then scroll down to update and change your password. To change your email address, please contact us and we'll update your account. 

If you have forgotten your password. Please follow the instructions after clicking on “forgot my password” on the log in page.  

Can other people use my account?  

The account is personal and you my not let anyone else use your account. If you are under the age of 18, you may have a guardian whom will act as a guardian. Please read more in our Terms & Conditions.