Getting Started + General
1 - How do I create an account?
There are a few ways to create a One Wear Freedom account:
- Click on the 'Account' icon on the top right-hand corner of the page next to the shopping bag icon + follow the instructions
- Click on the 'Earn Points + £ Rewards' icon on the bottom right-hand side of the page + follow the instructions. This will also sign you up to the Freedom Journey Rewards system!
- Sign up for an account during Checkout
2 - Can I rent an outfit without creating an account?
YES - it is not required to create an account with One Wear Freedom. However, if you'd like to take full advantage of all our features + rewards (especially for unworn rentals), then we'd highly recommend creating an account with us!
3 - What do the rewards/points mean?
The Freedom Journey Rewards Programme is an exciting points feature that rewards you fabulous Freedom Queens for various activities along your Freedom Journey:
- Earn 50 Points when you Sign Up
- Earn 50 Points on your Birthday
- Earn 1 Point for every £1 you spend
- Earn 15 Points to Share us across each of your socials such as: Facebook, Instagram and Twitter
YOU CAN REDEEM THESE POINTS AT ANY TIME + USE THEM AS DISCOUNTS TOWARDS ANY FUTURE ORDER!
+ For every 50 points you earn, you'll get £1 off your next rental!!
4 - What do I do if I forget my password?
Simply click on 'Forgot Password' on the Log In/Account Page, enter the email addressed used to initially sign up + wait for the Reset Password email from One Wear Freedom with instructions to create a new password!
5 - What does the strikethrough mean on the price?
The number that has been struck out represents the Recommended Retail Price (RRP) or simply - what you would have paid if you bought it in store originally!
The prices you then see are our special Rental discounts!
6 - Do you have monthly memberships?
Yes!! We have 3 options to suit everyone's needs + desires!
The Sporadic Styler = £39/month
- Up to 2 outfits every month
- Early access to events + sales
The Trendsetter = £69/month
- Up to 4 outfits every month
- x1 Free Delivery per month
- Early access to events + sales
Queen Fashionista = £159/month
- Unlimited outfits every month (limited to 4 at a time)
- x2 Free Deliveries per month
- Early access to events + sales
See more below + purchase your Membership here
7 - What are memberships?
Monthly Memberships are an opportunity for Queens to rent + rotate garms throughout each month, stay stylish + experiment with lewks but also help do your bit to save our planet - with many other special perks to help along the way! There are 3 different membership packages:
1) The Sporadic Styler - £29 trial month + £39 per month thereafter. This includes 2 rentals every month worth up to £240! Perfect for those sporadic special occasions
2) The Trendsetter - £49 trial month + £69 per month thereafter. This membership includes 4 rentals every month plus 1 free delivery worth up to £500! Spice up every weekend with a new one-of-a-kind look!
3) Queen Fashionista - £129 trial month + £159 per month thereafter. Get UNLIMITED rentals every month (book max of 4 each time) plus 2 free deliveries! Never look or feel dull ever again!
All memberships come with Free Eco-Friendly Dry Cleaning, Early Access to new Collections + Events + much much more!
8 - Can I trial or test a membership?
YES! We offer 1 month discounted trials on each membership so you can see how you like it + our service before making any commitments!
You will only be able to pay the discounted trial fee once.
If you'd like to continue your membership after the trial, you will need to re-confirm your membership + pay the new monthly fee.
9 - What happens once the 1 month trial is over?
Once the 1 month trial has ended the membership will automatically be paused until re-confirmation.
Members will need to log into their account again, sign up + pay for the Membership with the regular fee.
10 - How many items can I rent at once?
Each membership package has it's own rules regarding the number of outfits that can be rented at a time or per month.
For those with the Queen Fashionista membership which includes UNLIMITED rentals, members will only be able to rent up to 4 items at each booking. Once the 4 items have been returned, the member will be able to book another set of 4 items!
11 - Is delivery included in memberships?
Each membership package has it's own Delivery add-ons:
The Sporadic Styler = no free Delivery
The Trendsetter = 1 free delivery Nationwide every month
Queen Fashionista = 2 free deliveries Nationwide every month
All delivery options are Next Day Delivery across the UK - starting at £3 if in London or £6 elsewhere in the UK.
12 - Can I clean or alter the rented clothes?
NO! Please do not attempt to clean anything!!! We have special methods + eco-friendly procedures to ensure the highest level of care for these stunning + unique pieces!
If you need to TEMPORARILY hem or pin something on a garment, this is fine - but absolutely NO permanent marks or changes are to be made to any piece of clothing.
Any damages could result in extra charges to you with a possibility of being fined 200% of the retail cost to replace the garm
13 - As a member, can I extend my rental duration?
If you'd like to extend your rental period either before booking or during your rental - please contact us immediately + we'll see what we can do!*
*subject to booking availability
14 - Can my points be used against the monthly membership fee?
YES! We will do this for you by either discounting your membership fee or refunding the amount back onto your card!
Any issues or questions,please Contact Us
15 - How do I Pause or Cancel my membership?
If you'd like to PAUSE your Membership, please email us at firstname.lastname@example.org to request a pause in your membership. You will need to let us know how long you'd like to pause (provide dates) and the email address registered for the Membership. Once you have confirmation from us, you won't have access to any Membership features during your specified break.
If you'd like to CANCEL your Membership, simply log in to your Account, find the 'Manage Membership' area and follow the instructions. Once your Membership has been cancelled, your membership perks and access will be revoked.
You are welcome to change your mind at any time and re-register for your Membership ;)
Any other issues or queries, please Contact Us.
16 - How does renting clothes work?
Please check out'How It Works'for full details on how to find clothes, make a booking and rent all your fashion desires!
17 - How many items/outfits can I rent at one time?
You can only rent up to 4 different items/outfits per rental order.
18 - Can I order more than 1 outfit to try on?
YES - If you're unsure of what to wear to a particular event and would like to order outfit options - you can order up to 4 different items/outfits at one go, to try on and make a final fashion decision.
Only once you have decided which option to wear out, do you then REMOVE the security tags from the chosen outfit.
Be sure to keep all security tags in place until you make that final decision in order to redeem your UNUSED RENTAL RETURNS POINTS to go towards your next fashion rental need!
19 - How long can I rent outfits for? Can I extend it?
There are 3 rental options:
- 4 Days - ideal for weekend events
- 9 Days - ideal for the super busy or short trips
- 16 Days - ideal for holidays or trips away!
If you'd like to extend your rental period either before ordering or during your rental - please contact us immediately + we'll see what we can do!*
*subject to booking availability
20 - How far in advance can I book my outfit to rent?
Depending on outfit availability (check outfit calendar) - you are able to schedule your Delivery Date from 24 hours after you've placed an order TO 2 years into the future!
We got you covered ladies!
21 - When's the last day to order for the upcoming weekend?
If you'd like your Rentals to arrive for the upcoming weekend:
To receive by Friday 6pm - order by Wednesday 4pm
To receive by Saturday 6pm - order by Thursday 4pm
But please bear in mind, we recommend selecting a Delivery Date at least 1 Day before the event!
22 - Can I change or amend my rental booking date?
YES you can CHANGE your Delivery Date up to 1 week before it is scheduled + only up to 3 times.
23 - What are the security tags + when do I take them off?
They are bright yellow paper bands attached to the outfits you have rented. They are completely biodegradable + are filled with Wildflower Seeds you can plant to add extra sparkle to your day, provide refuge + help save our endangered bees from mass extinction!
These tags should ONLY be removed once you have decided which outfit to wear.
Once tags are removed, this means you have chosen to wear that particular garment + you will not be eligible for any refunds/Points upon their return.
24 - How do I plant the security tag(s)?
25 - If I fall in love with my rental, can I purchase it?
Unfortunately, all items are for RENT only at this time.
If you are desperately in love and would like us to consider selling to you - just drop us an email email@example.com
In the future, we hope to hold seasonal Clothes Swaps where Freedom Queens will be able to keep their favourite finds!
26 - What is 'Get This Look' + what's so special about it?
Get This Look was a monthly selection of the top 5 outfits One Wear Freedom has to offer where all you Freedom Queens have the opportunity to rent the ENTIRE LOOK including all the incredible accessories as modelled by our fabulous Freedom Empresses!
Want us to bring this back? Let us know! Email firstname.lastname@example.org
Dispatch + Delivery
27 - Where do you deliver to?
We deliver to anywhere across the United Kingdom and have special Local delivery rates within London starting from £4 Next Day Delivery!
28 - How do my rentals get to me?
Our Standard form of shipping is Next Day Delivery at £6.95 per order which covers the round trip - delivered to your door and back to us! Or £4 if you live in London!
Next Day Delivery Services will be used for all orders regardless of how far in advance orders have been placed. All rentals will be packaged in reusable + recycled boxes allowing you to return your rentals with zero fuss!
This means you can select a 1 hour time slot that suits you best and fully track your parcel once it has been marked as Dispatched!
29 - Does my billing address need to be the same as the delivery address?
NO - The billing and delivery addresses do not need to be the same - but they do need to be ACCURATE!
If you become aware of any mistakes after placing an order, please contact us IMMEDIATELY!
30 - What if my delivery is late? Can I track my delivery?
If you have placed an order and it does not arrive on your specified Delivery Date, please try tracking your parcel first via Delivery Information emailed to you and contact them directly.
If you cannot get through to your courier or your Order arrives later than expected, please contact us immediately and we'll do our best to fully resolve the issue and extend your rental where necessary!
Returning My Rental + Cancellations
31 - How do I return my rented outfits?
Simply put all items back in the One Wear Freedom Box, replace the Delivery label with the new Returns label in the clear pouch on the outside of the Box if it's in the box - if not, you can either print this yourself or download the QR code emailed to you and show this to the cashier when dropping off your OWF Box.
You'll then need to secure the Box with the provided security sticker, head down to your local Drop-Off Point/Post Office before 5pm on your pre-selected Returns Date + hand it over.
No fuss + no extra cost!
32 - What if my Return Date falls on the weekend?
If your Return Date falls on the weekend and your local Drop-Off/Post Office is closed - you can simply return your One Wear Freedom Box on the Monday instead. Pleasecontact usin this instance so we can waive any late fees that may have incurred!
33 - What if I can't get to a Drop-Off Point/Post Office on time?
If you can not get to a Drop-Off Point before 5pm on your scheduled Return Date, please contact us + let us know as soon as you become aware of this issue + when you expect the new return date to be.
You will be charged at 50% of the daily rental rate for every late date of return.
If nothing has been returned 2 weeks after the scheduled Return Date and we do not hear from you, the garment/outfits will be classed as STOLEN + you will be charged 200% of the full RPP + will be blacklisted from using any of our Services in the future in accordance with our Terms + Conditions.
34 - Can I cancel my order?
YES - You are able to cancel an order but only up to 2 weeks before the Delivery Date.
You can also CHANGE your Delivery Date up to 1 week before it is scheduled + only up to 3 times.
35 - How do I get Points/Refund for my Unworn Rentals?
Any unworn rental items with their security tags still in place upon return to HQ, will be eligible for a full refund of up to 2500 Points (£50) per unused returned rental.
We'll email you to confirm your new Points as soon as your returned garm(s) have gone through our quality checks here at HQ . The Points will be ready to go for your next fashion need whenever that may be - keeping the Fashion Rental Revolution ALIVE + kicking!
Dry Cleaners, Damage + Repairs
36 - Should I clean the outfits before sending them back?
Under NO circumstances whatsoever should you clean the garments yourselves!
Many items are incredibly delicate + require specialist care from our Dry Clean + Repairs partners: 1StopWash who are the UK's first independent + eco-friendly laundry service!
We take care of all the fuss so you just have to worry about looking and feeling AMAZING!
37 - How are the clothes cleaned?
Clothes are cleaned by the incredible team at Oxwash!
They use an eco-friendly process called wet cleaning, and the use of ozone and biodegradable detergents (PAP) which uses health-friendly, non-toxic detergents instead of the potentially carcinogenic PERC widely used by traditional dry cleaners.
Inspired by technology used by our founder at NASA, ozone is generated using renewable electricity and oxygen from the air we breathe. Ozone is an extremely powerful disinfecting agent against many microorganisms.
Oxwash also use microfibre filtration, capturing up to 95% of the plastic fibres released by clothes during the wash cycle.
The gentler process results in a brighter, fresher + softer clean!
38 - Am I allowed to make any alterations on an outfit if it doesn't fit as expected?
Please do not make any alterations or permanent fixtures.
You are welcome to safety-pin or tack/baste an item for better fit - but please remove these before returning to us + ensure there is no residual damage.
39 - What happens if I spill something or lose a button etc?
Regular wear and tear inc small spillages, snags, or a lost button etc is expected.
If you suspect a bit more damage (for the clumsy or highly inebriated) you can purchase the Refundable Accidental Damage Waiver before Checkout to cover you for any other damages while on your Freedom Journey!
40 - What does the Accidental Damage Waiver cover?
More irregular wear and tear inc mid-large spillages, snags, ripped hem, multiple lost buttons, broken zip etc can be expected for those lavish events and you can purchase the Refundable Accidental Damage Waiver before Checkout to cover you for any of these damages while on your Freedom Journey!
And if there is no damage, the Waiver will be refunded back to you in Points! Simples ;)
41 - What happens if there is massive damage to the outfit or I can't find it?
If there is massive damage that cannot be repaired and the garment is ruined as deemed by us + our partners AND/OR if you have lost an item and nothing has been returned 2 weeks after the scheduled Return Date, the garment/outfits will be classed as DESTROYED/LOST/STOLEN + you will be charged 200% of the full RPP.
If we have not heard from you throughout this process and anything has been deemed STOLEN, you will be blacklisted from using any of our Services in the future in accordance with our Terms + Conditions.
42 - I bought the Accidental Damage Waiver, but there was no damage/spillages on anything I hired, can I get the money back?
When we receive all returned goods, they go through a quality + damage check. If there is no damage out of the ordinary, then you'll be refunded the full 500 Points (£10) automatically!
Points can be redeemed + used at any time.
Please contact us if there are ay issues.