FAQ

1. What is Onloan?

We're a new way to wardrobe.  Onloan is a way to experiment with your personal style, and get your fast fashion fix, without treating clothes as disposable.

2. What do you do?

We loan great clothes, for work and the weekend, to our subscribers. We handle curation, delivery, returns, dry-cleaning and any mending/fixing work required. All our subscribers (aka loaners) need to do is enjoy their new borrowed wardrobe.

3. How do you work with clothing brands?

We carefully select clothing brands to work with.  Our current brand partners include many of the best contemporary brands around: Kitri, Mother of Pearl, AlexaChung, Maggie Marilyn, Lily & Lionel, By Malene Birger, and many more.  We buy wholesale, and offer our brand partners unrivalled marketing exposure and useful insights.  If you represent a brand and would like to work with us, please email hello@onloan.co

4. How do I sign up?

We’re delighted you’re keen!  Click "Join Now" at the top of the site to take our Style Survey. You’ll then receive a link to a personal edit of great clothes, selected according to your style preferences, available to loan. Select your favourites, sign up, and get loaning some great clothes.

5. What is a subscription?

You pay a fee every month to be an Onloan subscriber. It enables you to choose clothing items to rent from a selection we curate for you. We send the items to you and then when you’re ready for new items (and no sooner than one month later), you send them back to us, and select new items to rent.  

We currently have three subscriptions: our Starter subscription is £69 per month for 2 items (worth £500 on average!), our Premium subscription is £99 per month for 3 items (worth £750 on average!), and our VIP subscription is £149 per month for 5 items (worth £1,250).  Note that you can pause or cancel your subscription anytime.  You're free to come and go as you please :)

6. How do you know what I like?

You complete our Style Survey and our stylists review the results. You can tell us what pieces you love or don't love on your edit. We also learn from our customer behaviour and blend that with our in-depth knowledge of the fashion world.

7. How do I pause or cancel my subscription?

You can either let us know at hello@onloan.co or do it yourself via your account page. You can pause or cancel your subscription at any time but we ask that you give us a minimum of 3 working days of notice before your next payment so we can let our payment processor know. You must also return any clothes you have borrowed before the end of their rental period, to avoid being charged for the following month’s subscription.  

8. What if I want to restart my subscription?

Similarly, just let us know at hello@onloan.co. You can restart your subscription at any time. We’ll be delighted to welcome you back!

9. How does payment work?

When you sign up to Onloan you set up a regular payment through Shopify. In doing so you give Onloan your express permission to automatically charge you for a pre-paid subscription, on the same day every month. You are responsible for any additional charges your bank applies.

10. Do I need to be a certain age?

Yes – sixteen is the minimum age.

11. Do I need to be based in the UK?

Yes – we currently only rent clothes to customers based on the UK mainland, plus Northern Island, the Isle of Wight, and Scottish Islands.  If you are based in the Channel Islands, or you have a BFPO address, please contact us at hello@onloan.co so we can make special arrangements.  If you’re based elsewhere, email us, and we’ll try to let you know about the amazing rental options run by friends of ours in your location.

12. What if I don’t like an item or it doesn’t fit?

If an item doesn't fit well, let us know by emailing hello@onloan.co within 24 hours, and post it back to us as soon as you can using the free returns sticker included in your delivery.

After 24 hours, we can no longer accept notice of returns, but please do send us feedback at the end of the month, and we’ll be better able to find you something that fits perfectly next time.

13. How does delivery/returns work?

We send items to the delivery address you provide using Royal Mail. All our items come packed in RePack packaging.

To return your items, put them back in the RePack it was delivered in.  A CollectPlus label will be included which you can stick on the parcel and take to your nearest drop-off point.  If you lose your label or you’re sending items back after 30 days, we’ll send you a link to print a new one, or a code to take to your nearest CollectPlus shop so they can print it for you.  Make sure the return address is visible, and the RePack cannot be opened without tearing or removing the sticker.  Click here to find the closest CollectPlus shop to you.  We recommend downloading their app, hereWe re-use the RePacks many times, so please take care of it, and return your clothes to us using it.

As soon as we have received your items we will let you know, and invite you to select your next items to rent.  Don’t forget to send us your feedback on last month’s items so we can learn more about what you like!

14. What is RePack?

RePack is a reusable package service whose mission statement is to save the world from trash. We’re very proud to use a package that can be re-used multiple times, and then recycled at the end of its life.  Please look after it, and return your clothes to us using it.

15. When do I return my Onloan items?

Most of our customers will return items every month. You cannot rent a new item until a month has passed since you rented the previous item - so if you send an item back early, there will be a waiting period until your next rental item is available.

You are welcome to keep an item for longer than a month. We will charge your subscription fee on time as usual.  When are you ready to send the item back, do so, and you will be able to pick a new item for rent.

16. Do I have to return all my items at the same time?

No, you can keep one item and return the other(s).  But you won't be able to exchange the item you're keeping until the end of the next month.  (Otherwise we end up paying for postage twice in the month, which hurts!).  We're working hard to find ways round this.

17. What condition will the clothes be in when they arrive?

Clothing will be sparkling clean and in very good condition.  They are all gently pre-loved, but we clean, mend and steam all items prior to re-renting them so they look good as new.  If you receive an item that isn’t up to standard, let us know and we’ll fix things for you.

18. What happens if I damage or lose an item?

We ask that you look after the clothes you borrow as if you were borrowing from a close friend, but we also understand that accidents happen. Insurance for minor damage and repairs is included in your subscription fee. Minor damage and repairs includes minor stains, rips, missing beads, and stuck zippers.

For major damage, we will charge you the cost to repair the item, or the cost to replace the item, whichever is less.

For loss of an item, or theft, we will charge you the cost to replace it. The maximum we will charge for damage, loss, or theft is the retail value of the product, plus that month’s subscription fee.

If you pay the retail value for an item, it is yours to keep. If you pay for a repair fee only, it is ours to keep. If an item is lost or damaged, please let us know by emailing hello@onloan.co.  Please don't worry though, we find it doesn't happen very often!

19. Are refunds possible?

No. Tell us if you are unhappy with the service though, because we want to help and make it right.

20. What do you do with my data?

We may send you marketing emails if you have given your consent to this. We also use behavioural data to better understand our users and to improve our services. Our privacy policy has more details on how we use your data.  Any questions, please email us.

21. Can I buy an item if I love it?

Maybe!  Email us, and we’ll let you know.  

22. How do I contact you?

Email us at hello@onloan.co or whatsapp us on 07538 816510. And follow us on Instagram @onloanco