Above the Clouds

FAQ

Vi er her for å hjelpe deg!

What is ReLi’s size range?

ReLi offers styles in sizes XS-XL (bigger sizes such as XXL could be supplied upon request). Our inventory is growing with our members; If you are willing to share the brand you love and the size, email us at support@reli.no and we will do our very best to expand our collection as soon as possible. We would love to hear from you. 

What is the Membership?

At ReLi, you have the opportunity to become a member of the service through a monthly subscription fee. If differs from a one-time rental client, as members enjoy a monthly special clothing rental package of 3 pieces. The clothing can either be kept a month before swapped out (Starter Membership), or swapped out as the client pleases (Pro Membership). It includes freight, cleaning fees and guidance.

When Should I Place My Order?

You should place your order 7 days before your event to ensure it will arrive in time. Once the order is made, ReLi will process the shipment the same day or the day after, depending on the time of the booking. The freight time ranges from 1-5 days. You can reserve clothing by contacting ReLi at support@reli.no

What methods do I use to pay?

You can pay using multiple cards, as well as direct transfer using our VIPPS numbers.

Engangsleie VIPPS 647722

Månedlig Medlemskap VIPPS 647724

You may be asked to send the screenshot of the payment to +47 988 99 947 or support@reli.no when using vipps.

Membership has automatically reoccurring payments.

How does payment work?

After you complete your style profile, add your payment information to subscribe or if one-time rental. Once your billing information is submitted, we can ship your first box. For one-time rental we recommend to add to "notes" in checkout the date you would wish to receive the item.

 

Memberships will auto-renew unless you cancel before your next box ships for the subscription. The payment information you provided when signing up as a member is what will be charged monthly as a member.

Can I cancel my subscription anytime?

Yes, simply send a notifying email to support@reli.no to let us know that you would wish to cancel your membership. This must be done 7 days before your next billing cycle and we receive your rented items back during your rental period.

How do I get new items?

We love to hear your feedback on your current items so that we can create a new virtual closet for you. After we receive back your current garments, you will be able to select your new items to rent and we we will ship your new box for you to enjoy.

Am I wearing clothes that other people have worn?

Technically, yes, since ReLi's pieces are shared among our members, and 75 percent of our inventory is sourced second hand. However, we are meticulous with our collection. We keep all of the items we offer in top shape, putting each one through a thorough cleaning and 3 rounds of inspection. Each package is also hand-packed, so we can be sure the clothing you choose reaches you in ReLi approved condition, ready to wear.

What happens if I damage or lose a cloth?

We all understand clothes get snagged, spills find shirts, and hems fall out. Regular wear and tear are included in your one time rental and monthly subscription. Irreplaceable damage, lost items, and theft are not included. In this case, you will be charged 100% of the retail price (originalpris).

How is ReLi environmentally friendly?

Yes, we care for our environment. As you rent clothes from us you help reduce the number of clothes in circulation thereby reducing the production of waste to the environment through clothing purchase. All our dresses arrive in reusable material at your door steps.

How do we wash the clothes?

At ReLi, our clothing is well treated and cleaned. Our clothing care and laundry process involves a Miele wet-cleaning system for the gentle and environmentally-friendly cleaning of delicate textiles. Our cleaning services use biodegradable water soluble-based detergents and are far safer and more environmentally friendly than alternative perc-based Dry-cleaning solutions that require the use of toxic and flammable solvents. Wet Care garments come out cleaner, fresher and without residual toxic chemicals that can cause skin irritations and are harmful to people and the environment that are typically associated with traditional Dry-Cleaning solvents and even some domestic-grade laundry products.

How do I make a change to my order after I have placed my booking?

At ReLi 'you can rely on us' - mistakes can happen or sometimes you change your mind. We are more than happy to update your order before it has been dispatched.

Please email us  support@reli.no with your order number, details, and what you would like to change. We are always here to help and we will happily fix this for you.

Notify the ReLi team as soon as you realise, as we are not able to change the order after the order has been dispatched.

How do I cancel my order?

Please contact us as soon as you can if you want you want to cancel the order.

 

Note for reservations: If you cancel your order 7 days or more from your delivery date there will be a full refund. However, if you cancel less than 7 days from your delivery date, the refund will be 50%.

Can you suggest some items for me?

Yes. We are willing and ready to make the best choice for you if given the opportunity to.

We recommend booking a private showroom either in Sandnes or digitally, where a collection of pieces just for you is displayed.

Does the cost of the items include cleaning?

All the cost of cleaning is included in one time rental and subscription.

Can I wash my item?

At ReLi we treat clothing with the utmost care, and we ask that you do too. We are happy to take care of all of the cleaning, but should you choose to clean an item, please refer to the tag that was attached to the item when you received it. Most items should either be washed on a gentle cycle in cold water, hand washed or dry cleaned.

What happens if I return the item late?

If we do not receive the one time rental dress on the agreed date or at the end of your rental period and/or membership, you’ll be charged a sum equivalent to 250 nok per day it is delayed.

 

If the one time rental item has not been returned by the 15th day you will be charged 150% of the retail price, and we will consider the item stolen. The client may keep the piece once the 150% of the retail price payment has been made.

Do you offer gift subscriptions?

Yes, we offer multiple gifting plans to choose from. For pricing and details, contact us on support@reli.no

Every giftcard has a unique design, and can be sent both by email and postal.

How does gift subscriptions work?

You can purchase from one-time rentals to a 1, 2- or 3-month gift subscription. This is the perfect way to share ReLi with friends and family. When purchasing a gift, you can enter the recipient’s name, email address and even decide the gift send date. The gift recipient will receive an email with instructions to redeem the gift. Please send an email to support@reli.no to purchase a gift card.

Are the BETA prices final?

No, the BETA prices are only available for a limited time.

The price will change for all new members from November 2021.

Can I get personal recommendations?

Yes! You can book a personal stylist or a showroom; the conversation can be held over a video call given the current situation. Please contact us at support@relinorge.no, or make a reservation from "home". 

We are also available to private showroom in Sandnes, given you have not been in contact with anyone with COVID-19 symptoms the last two weeks, or have any symptoms yourself. We can then offer you a safe space to get inspired.

Do you rent out bags and accessories?

We currently do not rent bags and accessories, however these categories could be added to our portfolio in the future.

Do you deliver Norway wide?

Yes, we deliver ready to be worn items straight home to your door steps or your alternative postal address anywhere in Norway.

 Can I book items in advance?

Currently our website does not give access to advanced bookings, however you can book your item by sending us an email at support@reli.no or DM on Instagram. Just remember to write the actual date you would wish to have your item delivered to you.

How does gift subscriptions work?

You can purchase from one-time rentals to a 1, 2- or 3-month gift subscription. This is the perfect way to share ReLi with friends and family. When purchasing a gift, you can enter the recipient’s name, email address and even decide the gift send date. The gift recipient will receive an email with instructions to redeem the gift. Please send an email to support@reli.no to purchase a gift card.

Are the BETA prices final?

No, the BETA prices are only available for a limited time.

The price will change for all new members from November 2021.

Can I get personal recommendations?

Yes! You can book a personal stylist or a showroom; the conversation can be held over a video call given the current situation. Please contact us at support@reli.no, or make a reservation from "home". 

We are also available to private showroom in Sandnes, given you have not been in contact with anyone with COVID-19 symptoms the last two weeks, or have any symptoms yourself. We can then offer you a safe space to get inspired.

What is the ReLi one-time rental Period?

8-days for a one-time rental period. This does not include the shipment fee, however the additional shipment fees (delivery and return) differ from the price of the rental item. For example if the item costs 400 kr the shipment fees will be 90 kr, if the item costs 800 kr the shipment fees will be 50 kr, for both delivery and return.

Note: Any item that costs over 800 kr has no additional shipment cost. As an incentive for the local communities nearby our showroom in Sandnes, ReLi offers a free shipment at the same day delivery.

Do you have a physical address to try clothes on?

Yes, we have a physical showroom in Sandnes where you can visit and try on outfits on booked appointments only.

 

All visits are advised to be book in advance to make sure that the items you picked are available.

 

Advertised through our Instagram (reli.norge), we will share location and date of pop-up showroom elsewhere across the country (Norway).

Can I purchase an item?

Yes! We're always happy to hear that you love an item as much as we do.

 

To purchase an item, visit our website at https://www.reli.no/ and click the ‘’pre-loved’’ selection to choose what you want. In case you can not find the item simply contact by email or DM us. 

Note: All purchases are final and discounted.

What do you do with the clothing you take out of circulation?

Our clothes go to the Pre-Loved section where you can be able to purchase an item, which will extend the lifetime of an item when you purchase it.

When clothing are not suitable for neither rentals or sale, we have a direct contact with a Youth Home in Kampala, Uganda where we donate clothing to.

Where do I find my code for placing an order as a member?

Simply check your email for your unique code. When signing up as a member (Starter og Pro Membership), you will automatically receive an email with your unique code. The code is then to be used when checking out and placing your order, after selecting the items you want to rent.

Note; Check your spam folder if unable to locate the email, or contact us by chat on website or email support@reli.no.

Can your rent out my clothing?

All inventory is owned by ReLi and handpicked by us. We do not rent out other peoples clothing, as we are responsible for authentication of each product available for rent.

However, we do arrange swap events where attending community members can swap and sell clothing among eachother.

What is Guarantee Fit?

When do you have pre-loved sales?

What do I do if Helt Hjem does not pick up my return?

We know it can be difficult to get to know new international brands and sizing - Each garment is unique and so is your body. If you receive a rental item that does not fit, please contact us by support@reli.no and let us know. As long as the item is unworn/untagged and you let us know within 24h of receiving the item, you can swap your item for another available garment. 

Pre-love sale ​is limited both in duration, time and availability. 

Subscribe to our news letter as the best source of information.

The quickest way to solve the issue is to contact Helt Hjem costumer service through their website www.helthjem.no and chat function.

If not, you can scan your QR code and request a new pick up.

Ensure your return box is visible and easy accessible for Helt Hjem to pick up, and follow the instructions given by Helt Hjem.