FAQs

Frequently Asked Questions

Here you can find answers to the most frequently asked questions about rentals, rules, returns and more. Got a question that isn't answered here? If you're in Europe, please email us or give us a call at +45 33 32 44 57. If you're in the US dial (646) 989-0913

 

Our opening hours are Monday to Friday 10-17pm CEST / Monday to Friday 10:00 - 18:00 EST

We’re carefully monitoring daily developments of the COVID-19 situation worldwide. Things are changing quickly - but we’re closely following the advice from the World Health Organization and local authorities.

There is no evidence that COVID-19 can be transmitted via fabric or clothing, nevertheless, all returned rentals will continue to be carefully checked and treated to the strict cleaning requirements that meet hospital standards before added back into inventory as per our standard procedures

We have enacted the following health and safety measures:

–At our pick and pack, Hand sanitizer, face masks and gloves are provided and mandatory for all staff sending out rentals.

–Reduced team. We're limiting the number of people packing your rentals at a time. They will also be following social distancing measures

–Enhanced cleaning protocols including regular sanitization at pick and pack workstations and continuous cleaning of the packing equipment and surfaces

–All returned items will be cleaned stored for 72 hours before being resent out.

Please contact our customer care team at repeat@ganni.com for any queries you have surrounding rentals.

Yes, just go to the product page and under 'Delivery' choose your rent start and end date. We will then ship your order to arrive on time.

Make sure that you choose to receive your parcel within enough time before your event. For example, if you are going to a wedding on a Saturday, choose Wednesday as your delivery day in order to allow time to try on. 

Remember, this means if you have booked for a week, you will have to return this item the following Wednesday.

If you are not satisfied with your rental, or the item(s) do not fit, you have 4 days after receiving it to send it back to us. However, you may not have worn the item(s), and will only receive a refund if:

 

  1. 1. You send it back within 4 days of delivery date
  2. 2. You do not wear the item(s) 
  3. 3. You do not remove the tag (our tag is designed to let you try on, examine and see the products you have ordered on you, as you would in a shop)
  4. 4. You complete the Returns Delivery Note, fill in a reason code and place in the package together with the rental item(s)
  5. 5. Attach the prepaid label and take to your local parcel shop within 4 days


US:

If you are in New York, you can come by our Mercer Street Store and drop it off within 4 days of your delivery or pick-up date.

Otherwise, the method of returning is the same as described above.

 

If you return your rental item(s) late after your specified end of rental date, you will be charged a daily late fee of DKK 150/EUR 20/USD 20/GBP 20 (plus applicable taxes, including but not limited to sales tax) to the card details you entered for every day that your rental is overdue.


GANNI ITEMS (EXCL. GANNI X LEVI’S COLLABORATION) - DK/UK:

If you do not return the item(s) at all, you will be charged a late fee of DKK 150/EUR 20/GBP 20 (plus applicable taxes, including but not limited to sales tax) every day up to the amount of the item’s retail value.

Please see section ‘4.8. Late Fees and Transfer of Ownership’ in the Terms & Conditions for details.


GANNI X LEVI’S COLLABORATION ITEMS - DK/UK/US:

We will charge a late fee of DKK 150/EUR 20/USD 20/GBP 20 (plus applicable taxes, including but not limited to sales tax) every day you are late in returning the GANNIxLevi’s item(s).

Please see section ‘4.8. Late Fees and Transfer of Ownership’ in the Terms & Conditions for specifics for the GANNIxLevi’s pieces.

Returning your rental is easy. The official 'End of rental' return date is the date you need to post your rental back to us.


DK rentals:

  1. 1. Remove the old shipping label on the front 
  2. 2. Attach the pre-paid returns address label onto the front
  3. 3. Drop it off at your local GLS or PostNord Parcel Shop, and send back to us

(Please refer to your specific return label to see which distributor).


UK rentals:

  1. 1. Remove the old shipping label on the front 
  2. 2. Attach the pre-paid returns address label onto the front
  3. 3. Drop it off at your local Post office, and send back to us 

(Please refer to your specific return label to see which distributor).


US rentals:

  1. 1. Remove the old shipping label on the front 
  2. 2. Attach the returns address label onto the front
  3. 3. Drop it off at your local Parcel Shop, and send back to us

(Please refer to your specific return label to see which distributor).

If you're in New York, you can try on our GANNI x Levi's pieces IRL in our GANNI Mercer store! When you're done with your rental, you can drop off at our GANNI Mercer store :

GANNI Mercer
40 Mercer Street
NY NY 10012

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

If the item is not available for ‘Deliver now’ then please check the calendar to see if it is available for future rental.

Not happy with your rental?

If you are not satisfied with an item or it doesn’t fit, you have up to and including 4 days to withdraw from the service to send it back to us once you have received the item(s).

You will only receive a refund if you:

  • Please make sure you do not remove the tag or wear the Item(s)
  • You may have tried on the item, but must not have broken the returns tag and other labels on the item.
  • Complete the ‘Returns Delivery Note’ and place in the package together with the unworn GANNI Item(s) and attach the prepaid returns sticker to the front.
  • Send back via Parcel Shop within 4 days

 

Cancelling your order:

 If your order has not been shipped yet, you can cancel your order up to and including 14 days after you placed your rental. You just need to ensure that you press the “Cancel” button on your account before the shipment is sent.
This means that if you have booked a rental for a future date, and you need to cancel it, make sure you cancel on or before 14 days after you placed your order for rental.

If your rental items are more than 2 days late, you can cancel your order for rental by contacting our customer service at repeat@ganni.com if you are based within the European Union or us.repeat@ganni.com if you are based within the United States.

In case you have received a defective item, we comply with all statutory warranty rules. If you want to complain about obvious material or manufacturing defects in items we have delivered, including damage caused during transportation, please notify us by returning the GANNI Item(s) to us immediately, using the pre-printed return slip supplied.

Our collaboration with Levi's is not available to buy out and is rental only

If you are based in UK and Denmark:

Yes, you can buy out pieces in GANNI main collections.

If you fall in love with your rental, simply login to your account, before your rental period ends, select your rented item(s) and click the 'BUYOUT' button. We will deduct the cost you’ve paid to rent it so far from the RRP. To complete the order you must read and accept 'Terms' and click 'Complete purchase'.

 

Please note: You will only be able to buy out the piece if someone else has not already requested to rent it

We will send you an email with the invoice confirmation and proof of ownership. Your product will then be listed in your account under 'Purchases'.

If you want to wear it for longer, just log into your account, click on the product you rented, click the ‘EXTEND MY RENTAL’ button and select the new dates following on from your current rental period. You can rent for a minimum of 1 week or up to 3 weeks.

Please note: You will only be able to extend your rental period if someone else has not already booked the item(s) to rent.

 

GANNI REPEAT is a separate website platform and system to GANNI.com and you need to create a new login to use.

No, we take care of cleaning. Just send it back to us and we’ll dry clean it for you.


DK/UK:

All our clothes are cleaned at local Danish dry cleaners, Berendsen and Butlers. Both are Swan labeled facilities, and the entire washing process is environmentally efficient and meets the Swan label's requirements.

Berendsen and Butlers are both environmentally friendly industrial-scale dry cleaners who will clean and prepare garments between users, so that the next REPEAT renter receives garments that have been reset, are fresh and clean, free of odours and ready to wear, straight out of the bag.

Please do not send damp clothes back to us, as this could potentially ruin the products.


US:

All clothes will be professionally dry cleaned by the same company as we use at our Mercer Street store.

Please do not send damp clothes back to us, as this could potentially ruin the products.

There is no evidence that COVID-19 can be transmitted via fabric or clothing, nevertheless, all returned rentals will continue to be carefully checked and treated to the strict cleaning requirements that meet hospital standards before added back into inventory as per our standard procedures.

Each piece of clothing is washed and cleaned to the highest standard so that it is "reset" and ready for it’s next REPEATER.


DK/UK:

All our clothes are cleaned at Berendsen. The entire washing process is environmentally efficient and meets the Swan label's requirements.


US:

All clothes will be professionally dry cleaned by the same company as we use at our Mercer Street store.

You can schedule rentals for different rental periods, however you would have to make two separate orders: one for the 'Deliver now' rental; and another one for the scheduled future date rental.

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

— You must be at least 18 years of age*
— a UK/US/DK billing and delivery address
— UK or US: we only accept payments via Visa or MasterCard
— DK: We will accept Mastercard, Visa and Dankort 
— a customer account.

*Products may be used 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.

Yes! GANNI REPEAT is now available in Denmark, United States and United Kingdom.

You can now rent GANNI through the archives in:

DK: Available now.

UK: Available now.

US: Availability date to be confirmed.

If you’d love to see GANNI REPEAT in your area, email Customer Service to let us know.

We accept VISA, Mastercard, VISA/Dankort and VISA/ Elektron  - all cards support 3D Secure payment.

As per our Terms and Conditions, we have the permission to charge your payment card for the following:

- Purchase price, rental price, and any other specified costs listed on the site in connection to your purchase

- Running payments for postponing and subsequent week rentals 

-Any invoices due to repairs or claims

Your card will not be charged until your rental order has left our warehouse. 

If you use your right of withdrawal, within 4 days of receiving the item, the amount will be refunded back to your card account as long as it is unworn and the tag is still attached.

No, you can not place a rental via customer service. Our customer care specialists are unable to accept any orders over mail or over the phone

The full week rental price for your GANNI REPEAT item is inclusive of cleaning and insurance.

DK/UK: Shipping is included in the rental price.

US: Shipping is separate from the rental price and is a flat fee of $9.95.

Your GANNI x Levi’s Garment features an NFC chip embedded within the back-patch.

The iconic Levi's back patch contains NFC technology. NFC stands for Near Field Communication.

NFC is a way to pass information between a product and your phone, and is the same technology used in contactless payments and can not track you or your location nor store any of your data.

This allows you to access our "Love Letter" digital experience, and unlock the GANNI x Levi's universe by tapping the back-patch with your smartphone device.

To access:

1. Unlock your NFC enabled smartphone

2. Tap your smartphone against the back patch found on your garment

3. Click the notification to launch Love Letters in your browser


Why is my phone not responding when I Tap the Patch?

  • - Try adjusting the angle of your tap
  • - Your device is not NFC compatible (See ‘What is NFC?’)
  • - Your device is not powered and unlocked (On the home screen)
  • - NFC is not active (Android only - search for ‘NFC’ in Settings)
  • - An App is required to detect NFC tags. Download at tap.io.tt (iPhone 7, 8, X)


Why does my phone respond intermittently to the Patch?

The position of the NFC reader on smartphones differs between manufacturers.


How long do I need to hold my phone near the Patch?

As soon as you tap the Patch (physically making contact between phone and can) the content is instantly triggered and launched on your smartphone.


Can my phone read NFC when it is powered off or locked?

NFC readers on smartphones only work when the device is powered and unlocked.


Can NFC damage my smartphone?

NFC cannot damage your smartphone since it is a passive chip that is being read by the device. It has no dangerous influence over the reading device.

GANNI x Levi’s collection is rental only and only available at GANNI Repeat and at our GANNI Mercer store in the US.

The models are wearing a Size 1 in the shirt and shirt dress (which is a UK size S).

The model is wearing Waist Size 27 in the jeans.

As with all our collections, these have been designed with women in mind, but can be worn by many – everyone can wear them.