FAQs
You can rent items from the Granny Rental Archive for either 7 or 30 days. Your rental period starts from the date that your order is confirmed as delivered by our courier.
Our Accidental Damage Waiver will be added to all rental orders (this is complimentary for Premium Members and charged at £8 per item for Free Members).
See our T&Cs for full details.
Yes. Please email us using at least 5 working days before the end of your rental period, notifying us of the length of time you would like to extend your rental by (7 or 30 days).
Please contact customer services if you are having any issues with your return ahead of time to avoid this happening. Also see ‘Can I extend my rental?’.
To help you choose the right size, we provide detailed measurements for each product as part of the size guide on the product page, so please check this before placing an order.
If you receive an item and it doesn’t fit as desired, you can return it within 48 hours of delivery for a refund**.
Under no circumstances are alterations to a Granny rental product permitted.
*All rental products are delivered with a security tag. Do not remove the security tag if you would like to return the item for a refund due to incorrect sizing.
We cannot guarantee that order cancellation requests will be seen before an order is shipped out by our warehouse. Please contact our customer service team as soon as possible to make a cancellation request.
If we do not manage to see the request before an item is sent, unworn rental items can be returned (with the security tag intact), within 48 hours of delivery for a refund of the rental fee only.
Shipping fees and the Accidental Damage Waiver are not refundable.
Our Accidental Damage Waiver covers your order for accidental damage to your rental item(s).
It is added to the cost of your order at £8 per item (for premium members it is complimentary).
The waiver covers the cost of any repairs our team needs to make to an item upon its return. Non-return, loss and theft are not covered by the Accidental Damage Waiver.
View our Accidental Damage Waiver page or Terms & Conditions for more details.
Create a free account on the sign in screen or when in the cart. Read more about upgrading to a Paid Membership here.
To close your account and request for your data to be deleted, email customer.service@granny.london
If you have a Granny Premium Membership, you can log in to your account and cancel your paid membership here, within your account. Your membership will then revert to a Granny Basic Membership at the end of the prepaid membership period, which is free.
While logged in, account information can be updated within your account page.
*Please note if you are returning a rental, you will only receive a refund for the rental cost of the item. You will not receive a refund for the shipping fees or the Accidental Damage Waiver.
** Please note if you are returning a purchased item, you will receive a refund for the cost of the item. You will not receive a refund for the shipping cost.
You can return a purchased item within 14 days of purchase. For Rentals, you can return your item(s) within 48 hours of delivery for a refund.
All orders are sent with a security ribbon attached to each garment. Once it is removed, we cannot accept an immediate return or refund the rental fee, as removal of the band indicates you have chosen to wear the item and it will be cleaned and sanitised upon return.
Please get in touch with customer.service@granny.london as soon as possible with your order number if you would like to exchange your rental item.
We do not offer exchange for purchased items, please follow the returns procedure for the unwanted items and place a new order for additional items.
Need more help?
Please contact our customer service team below.
Customer Service: