Frequently Asked Questions
renting/ rotation
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Because all our second-hand items are one-offs, we can’t operate like a normal online retailer. We pride ourselves in curating for our rotators, so they can venture out of their comfort zone and discover a new style! There is full control through the fit and style questionnaire as part of your on-boarding. Part of the magic is the unboxing - a moment of surprise and delight!
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Yes. We even promise the best extension deal of the century. It is merely $10 per week (2 coffees?!) or $2 per day for the entire rotation. What a steal to keep your favourite rotation a little longer!
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We have moved away from sizes as they are not universal and can be confusing for the beautiful broad spectrum of bodies.
Inro currently serves many empowered folks with the most wonderfully diverse bodies, but due to our commitment to only sourcing second-hand, supply chain can be tricky. We will offer you a full refund if there aren’t enough choices for your style or fittings temporarily.
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Laundry days are over! Your initial fee includes the cleaning and care for the items pre and post rental, but if you absolutely need to clean them, then please do so according to the care notes. Wash them as you need to keep garment wear and tear to a minimum, but also reduce energy use and microfibers shedding into the waterways.
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We get that life is unpredictable (and wine glasses have a very tall centre of gravity). Fear not! Just let us know if you damage or stain the item and we will seek to restore it. We’d rather have you point it out so we can fix the issue ASAP! The only thing we’d watch out for is if a customer is consistently damaging our items time and time again, we will, unfortunately, have to stop service at our discretion.
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Can’t blame you for wanting to look fabulous on vacation! We do allow some flexibility in your rotation, so there are ways to extend your rental for a minimal extension charge.
Simply email us at hello@inro.life and we will work something out. Sharing your destination will also help us style your outfits in accordance with the culture and climate!
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If you are planning a trip or planning to wear Inro for a special occasion, please let us know while you are filling in your fit & style questionnaire!
We endeavors to send all orders as soon as possible to arrive to you by your requested date, but please leave us with plenty of notice to avoid disappointment!
In the rare case that your box didn’t make the flight, please contact us at hello@inro.life.
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Anytime, anywhere! Isn’t rental great when you can change your mind/ lifestyle/ desires?
Find your AFTRO (After Rotation) form on your user page, or simply email us ;)
conscious purchases
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You will receive a Magic Link to your dedicated Inro page in week 2. This personalised page comes with styling tips and a price list of each item in your rotation.
If did not want to part ways with some special garments, you may simply make payment via the link on the price list. That’s one click, anytime throughout your rental period!
Prices are based on a few factors, but mainly on the quality of garments, and the amount of rotation they've been in the Inro wardrobe.
The intention is to create abundance of time for you to consider these items while getting a month-long wear out of them before consciously purchasing.
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We will send a friendly reminder a week before your return date.
We offer a three-day grace period for late returns (life happens!). However, if the returns are later than that, this causes a flow-on effect on our curation process for other rotators, so we’ll have to organise an extension for you at our extension rate for the duration that we don’t receive the items back.
Extensions are always available - just reach out and let us know!
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If you lost an item or fail to send it back in your returns, we’ll, unfortunately, have to charge you the purchasing fee to cover the remaining value we would have gotten out of the item.
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Throughout your rental period, you will have access to your dedicated Inro page with your return date stated. We will also remind you of your return date on week 3. Please make sure that we are not in your junk-box!
However, if you do happen to miss your return date and send your order back late, then we will have to organise an extension before they are returned. We don’t like charging our community unnecessarily, but if we don’t hear back from you, an additional month of extension will be charged after 2 weeks of your return date, and the full box (as priced on your page) will be charged after 4 weeks.
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Go to Into Coffee, Collingwood VIC 3066. (7 days access with zero waste coffee + food!)
Locate Magic Cupboard, and your box with your name on it.
Scan QR code to confirm drop-off / swap!
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The instructions & return slip are available through the QR code on your card that comes with your rotation. Your return slip is provided in the front pocket of your zero-waste bag, to make life easier. (Scan the QR code if you can’t find it).
Secure the bag and stick the return slip provided over the original slip.
Drop it off at the closest Sendle Hubbed Spot.
Find your closest Drop off location here. It’s usually your closest Newsagency, Pharmacy, or National Storage.
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The instructions & return slip are available through the QR code on your card that comes with your rotation. Your return slip is provided in the front pocket of your zero-waste bag, to make life easier. (Scan the QR code if you can’t find it).
Secure the box and stick the return slip provided over the original slip.
Drop them at the Post Office. You won’t even need to queue for a quick drop-off!
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Step by step instruction with images here.
You can also always access this link by scanning the QR code on your postcard that comes with your rotation.
box return
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We are experts at scouring second-hand markets and shops for the best items to add to our growing collection. We would never buy new pieces from retailers, this is our unique promise! Inro also accepts your unwanted pieces in return for credit. See FAQs under “Donation for Credit” for more information.
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All our clothing is second hand and we never purchase new clothing from retailers. While you can expect some of the pre-loved items to have a bit of character, we make sure that it still makes our customers feel and look great. Our clothing follows a strict curation standard, which we are constantly updating based on rotators feedback to ensure expectations are met.
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We curate for your you-unique authentic self, so… ALL OF IT! We know it sounds too good to be true, but we are here to celebrate all expressions & identities in fashion, and there is not any other way.
Yearn for a sneak peek of our wardrobe in-rotation? Lots of our community unboxing & #inroootd are saved on our Instagram highlights!
source & curation
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Nice work for participating in the circular economy! These credits can be used for your future purchase of clothing when you choose to keep them forever. We are not able to apply the credit to your current box purchases as our current workflow & courier system do not allow for this timeline in the process.
They can be transferred between friends, family, and partners, like a clothing swap party (email us to transfer), but they cannot be used on our rental box as we keep the rental cost low for accessibility.
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We hear you, and are working on a more interactive credit system that keeps you updated! In the meantime, email our friendly team!
inro credit
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Our Donations Guide is updated frequently to reflect on what we seek currently.
Upon receiving your donations, we carry out a deliberation process. We only provide store credit for clothing that we will take into rotation —these need to meet our curation standards. Any pieces that don’t pass our standards will be moved on responsibly.
(see FAQs below for more info)
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Here are some broad guidelines that are subjective to our deliberation process! All decisions made are at InRo’s discretion and are final.
May be accepted:
We prefer natural fabrics, but may accept manmade materials depending on the style
“Stylish” and suits a broad range of people (we acknowledge that this is super subjective to our curation experts)
May be rejected:
Any “itchy” fabrics that may cause our customers discomfort
Anything that is dry cleaned only
Niche clothing styles (e.g. anything that veers too much in a specific style = festival-wear, cosplay etc.)
Any sizes we are not currently seeking as per our Donations Guide
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We move them on responsibly in a few ways, depending on the item.
Repurposing, up-cycle with local businesses such as Into Carry
Donating them to empower other women with Fitted For Work
Down-cycling (shredding them into smaller textile pieces for stuffings, used in furniture) them with Upparel
Recycling (making new yarn to remake clothing) them with After
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Yes! Our Donation Guide is updated frequently to reflect on what our community seeks.
Please refer to the link here.
donation
shipping & remote area
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Our dispatch usually happens within 10 days of your fit & style form submission, or your scheduled subscription payment.
Sendle & Auspos has different shipping periods, but you should receive a tracking link from your most appropriate courier provider with an estimated date.
As a guide, it takes 2–5 days for Metropolitan Area. -
Search your postcode in our Courier Partner - Sendle’s list here.
Please note that the list above is not determined by Inro and is subject to change at Sendle’s discretion. You will be informed if your postcode is added in the case of an active subscription.
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Yes, as our commitment to accessibility, we strive to service all areas nationwide. Is there another location we can post your box to (workplace, a sibling’s home, your bff’s workplace?)
If it’s still a no, here’s what to do:
It is $20 in total for both ways (gst inclusive). We will modify the subscription cost before dispatch.
By proceeding with your order, you agree that you have understood the above.
refund & exchanges
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To get to know you, we have you answer a fit and style questionnaire when you join. Pieces are sent out to you based on your responses. If an item doesn’t fit, we’d love for you to fill in the AFTRO form, or email us confirming the size that you usually wear so that we can update your profile accordingly.
We curate to our best understanding with the measurement you provided. If your entire rotation does not fit due to incorrect measurements provided, please get in touch, we are here to help. If your entire rotation does not fit due to our fault, ONE replacement rotation might be eligible. You will have to get in touch within 48 hrs, and return the rotation unworn within 48 hrs.
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We send out emails periodically throughout your month of rental asking for feedback, if you’re not enjoying the rotation, please let us know why! We will then update your profile with additional notes. The more rotations you go through, the more we will start to learn about your style and preferences.
The best part of personalised curation is the surprise, like life, or a box of chocolate. If your entire rotation does not match the preference you provided, please get in touch immediately. We are unable to compensate for the lack of information when it comes style, so the more information you provide, the more personalised your rotation can live up to!