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FAQs - Everything you need to know about rental, customer account and delivery

  • How do I order a product from Parently?
  • What determines the pricing of the products I rent?
  • When does my subscription start?
  • Can I have different subscription periods for the products I order?
  • Will you run credit checks?
  • Which brands do you collaborate with?
  • How early do I need to order to ensure my product arrives on time?
  • How long can I rent your products?
  • When am I charged?
  • How will I be billed?
  • My discount code isn't working. What should I do?
  • Is the monthly fee automatically deducted from my card every month?
  • How can I pay?
  • Can I also pay manually if I do not have a bank or credit card?
  • Where can I find my monthly invoice?
  • How can I update my payment method/card information?
  • What happens if I encounter financial difficulties and cannot pay?
  • Where do you deliver to?
  • How long will it take for my product to be delivered?
  • Where can I pick-up my ordered product?
  • How much does delivery cost?
  • What happens to the packaging?
  • Where can I find my nearest DHL service point, to which you will deliver the items if I choose to get it delivered to a service point?
  • I have not yet received information about my delivery - when will it arrive?
  • Should I keep the product's packaging?
  • How can I manage my subscription details?
  • Can I swap a product and how does it work?
  • Can I extend my current subscription?
  • How do I end my subscription during the binding period?
  • How can I access my customer account?
  • What do I do if there is a problem with my email address in connection with an order?
  • What kind of wear and tear is acceptable?
  • Where can I find the name and / or serial number of my Bugaboo stroller?
  • Do the products come with a warranty?
  • What happens if the product is lost or stolen?
  • Can I travel abroad with the product I rent from Parently?
  • Are there protections for accidental damage or intense usage?
  • What is not covered by Parently’s damage protection?
  • How does return work?
  • When does the subscription end?
  • How much does return cost?
  • Can I return my products earlier and before end of my rental period?
  • What happens if I do not end my subscription? Does the subscription end automatically?
  • I want to drop off the product from the warehouse where I picked it up, how do I do that?
  • What do I do when I am at the Parently warehouse to make sure, my product return is registered?
  • What do I do if I need more than 1 return label?
  • What is your refurbishment process?
  • If there were any scratches or something were to break what would happen?
  • How does Parently contribute to sustainability?
  • I have a friend who is interested in using Parently - can I get a referral link?
  • Can I purchase your products?
  • I want to purchase a product I am renting, how can I do that?
  • How much does product buyout cost?
  • Can I swap a product I have purchased?
  • How do you define the purchase price?

How do I order a product from Parently?

Ordering is simple! Visit our website, choose your desired product, and select your minimum subscription period to see the pricing. During the checkout process you need to pay your first instalment and select the desired delivery date and delivery method. At the end you receive an order confirmation.

What determines the pricing of the products I rent?

The pricing of our rental products is based on your chosen minimum subscription period. Longer subscription periods often come with the benefit of lower monthly rates, providing value and flexibility to meet your needs.

When does my subscription start?

Your subscription starts as soon as you receive the product. From that moment, the contract period begins and the subscription is activated. The first installment is made when ordering the product. The following installments are due at the beginning of each rental month.

Can I have different subscription periods for the products I order?

Yes, you can choose different subscription periods for the products you order to suit your needs.

Will you run credit checks?

Yes, in order to protect ourselves, our partners and our existing members, we perform credit checks on new members. These are checks that may happen all the time by certain companies, without you knowing about them. It's a quick review of data, and it does not affect your credit score.

Which brands do you collaborate with?

We work exclusively with high quality premium brands to ensure that any product you rent from us comes with the reliability and quality you expect. This commitment to quality means that a guarantee from the poducent comes with every product. We cooperate with Thule, Bugaboo, Axkid and Maxi Cosi, among others.

How early do I need to order to ensure my product arrives on time?

Since we work with partners (e.g., DHL) for delivery, we do not control the delivery process. Therefore, if you need the item to arrive by a specific date, please order in advance. Due to these circumstances, we cannot guarantee delivery on a specific day, but we always do our best to ensure that items arrive as planned.

How long can I rent your products?

You can rent short-term (3 days up to 1 month) or long term. When you want to rent long-term we have rental periods as an indication, which are 3months, 6 months or 12 months. However you are totally flexible and can always extend or return earlier. We would then just adjust the fees.

When am I charged?

We always charge the monthly fees in advance for each period.

How will I be billed?

When you first book, you will need to pay the subscription fee for the first month and any shipping charges at checkout. Starting from the second month, the monthly fees will be automatically withdrawn from your card at the beginning of each monthly period.

My discount code isn't working. What should I do?

If you encounter issues with your discount code, please contact us at hej@parently.se for assistance.

Is the monthly fee automatically deducted from my card every month?

Yes, you pay the first month when you book the product and then our system withdraws the upcoming fees on a monthly basis from your card you applied. There is no manual step included for you.

How can I pay?

You can pay using Google Pay, Apple Pay, credit card, or PayPal.

Can I also pay manually if I do not have a bank or credit card?

No, unfortunately at the moment we only offer payment wth bank card, credit card, Apple Pay, Google Pay or PayPal.

Where can I find my monthly invoice?

You can find your monthly invoice when you log in to your personal customer account.

You will then find all the invoices available for download.

Parently invoice download

How can I update my payment method/card information?

1. Login into your account: https://login.parently.se/en/auth/login

2. Once you are inside you see on the left side (scroll down) your orders. Since the payment method is connected to your order, pleaes click on the order(s).

3. You will then see all your order information. If you scroll down there is a button that says "Update payment method". Click on it and update the payment method.

What happens if I encounter financial difficulties and cannot pay?

Please contact us immediately so we can find a solution. If our system is unable to automatically process the payment and you do not respond to payment reminders, we will be forced to refer the matter to debt collection to protect our partners' rights.

Where do you deliver to?

We deliver throughout Sweden, including to DHL service points and directly to your home.

How long will it take for my product to be delivered?

We deliver across all of Sweden to/from DHL service points within 5-7 working days. For Stockholm, we offer a pickup option that is possible within 3 working days of placing your order. If you need any express delivery / pick-up please contact us at hej@parently.se and we will try to make it possible.

Where can I pick-up my ordered product?

You can collect your product from our warehouse located in Stockholm at Turebergs allé 2, 191 62 Sollentuna. Our opening hours are Monday to Friday, 9 am to 4 pm. This option allows you to get your product swiftly and conveniently if you're in the area. Before you pick-up you need to order and pay online and bring your oder confirmation. At the warehouse pickup area you find a QR code that you need to scan to confirm your pick-up.

We also have the possibility to organize a pick-up outside opening hours. In this case you will receive a one-time code to collect your ordered product. Please contact us and we are happy to organize that for you.

How much does delivery cost?

For delivery and return, a fee of 90 SEK (149 SEK for short term rentals below 3 months) is applied. Home delivery is available for an additional fee of 349 SEK. If you wish to pick it up from our warehouse in Stockholm and return it, this is completely free of charge. Click here for more details.

What happens to the packaging?

For safe shipping and to allow for further rentals, we kindly ask you to keep the original packaging for the duration of your use.

Our goal is not only to keep our rental products in circulation for as long as possible but also to extend the lifespan of the packaging materials. For this, we rely on your cooperation. Please handle all rental products, packaging, and instructions with care.

Where can I find my nearest DHL service point, to which you will deliver the items if I choose to get it delivered to a service point?

DHL usually selects the nearest service point to your home address. We cannot control this, but we recommend that you check the online DHL service point locator: DHL service point locator near me.

I have not yet received information about my delivery - when will it arrive?

As soon as your order is packed, you will receive automated information including a tracking link. Please check the email address you used when placing the order.
If your delivery date is still at least 4 days away, it is likely that no tracking link is available yet.

Should I keep the product's packaging?

Yes, please keep and store the cardboard packaging box of your product during the usage. This is important for facilitating the return process.

How can I manage my subscription details?

Your Parently subscription offers flexibility to meet your changing needs. Manage your subscription details, including extensions or any changes, directly through our https://login.parently.se/en/auth/login. Whether you need to adjust the duration or end your subscription, all the options are at your fingertips.

Can I swap a product and how does it work?

Swapping your product is simple and allows you to always have the right product for your family's needs. To initiate a product swap, email us at hej@parently.se with your subscription number and the product you'd like instead. A swap fee of 249 SEK applies, covering the logistics of delivering your new product and returning the old one. Should the rental rate differ, your monthly fee will adjust accordingly after the swap.

Can I extend my current subscription?

If you don't return your product until the subscription end date, your subscription will be automatically extended by 1 month, every month, and without any extra cost involved. Keep the product as long as you need it without any risk.

How do I end my subscription during the binding period?

If you wish to end your subscription during the binding period, you have two options: You can always swap your product for another that better suits your needs. If the new product is more expensive, the monthly cost will increase accordingly.

If you prefer not to swap and feel the product is taking up too much space, you can return the product easily through your customer account.

There are two scenarios for a return:

a) Cancellation before 90 days:

For early cancellations within the first 90 days of the start date (excluding short term rentals of <2 months) a simple fee structure applies: you are responsible for the payment for the current month plus a cancellation fee of SEK 300. This ensures that you are not locked into a long-term commitment if your situation changes.

b) Cancellation after 90 days:

For example, if you subscribed for 18+ months at a monthly price of SEK 80, but cancel after 13 months, with the adjusted monthly cost for 12+ months being SEK 100, you would pay a one-time fee of 13 times SEK 20 (a total of SEK 260)

 

How can I access my customer account?

Access your customer account at Parently through this link: https://login.parently.se/en/auth/login. Upon registration, you'll receive a one-time password sent to your email address (please also check your spam folder). If you still have not received your one-time password, please contact us at hej@parently.se.

What do I do if there is a problem with my email address in connection with an order?

If you have a problem with the e-mail address connected to your Parently account, please drop us an e-mail at hej@parently.se and we can change the e-mail address to a new one.

What kind of wear and tear is acceptable?

We understand that children will use products as children do, so scratches and wear and tear are perfectly alright. If needed, we will provide spare parts. You don't have to worry about minor damages. Only significant damages caused by obvious mishandling need to be compensated for.

Normal wear includes minor scratches, marks, or fading that occur during regular use. Parently covers such wear without additional costs.

Where can I find the name and / or serial number of my Bugaboo stroller?

Normally Bugaboo places stickers on the chassis, where you can find the name of the product you have received. (see picture).

Bugaboo serial number finder

Do the products come with a warranty?

Yes, all products come with a warranty provided by the producer. We ensure that every item we offer meets our high standards and the expectations of our customers.

What happens if the product is lost or stolen?

This rarely happens, but if it does, please send an email to hej@parently.se and we will get back to you. For more expensive products, we recommend that you ensure that your products are covered by your home insurance or take out separate insurance for the products as we may charge you for the total estimated replacement value of the product.

Can I travel abroad with the product I rent from Parently?

Yes, this is absolutely no problem. We just ask that you use the recommended travel bags, as handling at airports can sometimes be rough.

Are there protections for accidental damage or intense usage?

Parently offers additional damage protection that covers certain types of accidents or intensive usage, with coverage up to 7,000 SEK. Read more about it here.

What is not covered by Parently’s damage protection?

Damage due to negligence or misuse, such as melting a stroller frame by placing it near fire, exceeding weight limits, or using the product contrary to its manual, is not covered. See examples here.

How does return work?

Once you have canceled your subscription via our customer portal, you will receive an email with all return instructions (including returns via DHL or directly to our warehouse). For details on returns, also click here.

When does the subscription end?

The subscription ends once we have received the product back in our warehouse. Please consider a return delivery via DHL of 3-4 working days so plan enough time to pack and return it to us.

How much does return cost?

The return costs must be paid by the renter (90 SEK per return package for self-service point / 340kr home pick-up per package) or are free of charge if the product is returned to our warehouse.

Can I return my products earlier and before end of my rental period?

Yes, it is absolutely possible. Because we know that things can change we do not have any committment periods. We will only charge the actual price for the time you rent the product. This is necessary to cover our costs. You can read more about it here.

What happens if I do not end my subscription? Does the subscription end automatically?

Please note that the rental period is just an indication. This means that if the product has not been returned and registered in our warehouse by the last day of your subscription period, the subscription will automatically renew on a monthly basis.

I want to drop off the product from the warehouse where I picked it up, how do I do that?

If you have a long-term subscription (minimum 3 months), and if you want to return the product directly to us, please first cancel your subscription in your customer portal so that you receive all information about how to do it.

If you have a travel/short-term product, please contact our customer service at hej@parently.se and ask for the return portal link.

What do I do when I am at the Parently warehouse to make sure, my product return is registered?

Please be aware of our opening hours, which are Monday to Friday from 9am to 4pm. In the warehouse, you will find a QR code that we ask you to scan so that your return is registered. You can also do this even if no one from our team is present. Therefore, as long as you come during our opening hours, you will always be able to register the return.

What do I do if I need more than 1 return label?

In this case, you need to fill in the return form again. That means for each return label, the return form must be filled in again.

What is your refurbishment process?

All returned products undergo a thorough inspection for completeness, functionality, and are deep cleaned which in total consists of 15 steps. Our refurbishment process ensures that products are as good as new, only better, meeting our high-quality standards. Find more information here.

If there were any scratches or something were to break what would happen?

We expect you to use our product, therefore normal wear and tear is absolutely not a problem and we also know that fabrics get dirty. You do not have to worry about that.

How does Parently contribute to sustainability?

Our rental and refurbishment model significantly reduces waste and extends the product's life cycle, underscoring our commitment to contributing to a sustainable future. By choosing Parently, you are not only making a choice for quality and convenience, but also for the environment.

I have a friend who is interested in using Parently - can I get a referral link?

Just log into your customer account using this link and then you'll see a "Refer a friend" button in the top right corner.

The "Refer a friend" button is available with an active subscription to eliminate the risk of fraud. For the same reason, cash payout is not valid!

The referral code is NOT valid on short-term rental products!

Parently - Hänvisa en vän

Can I purchase your products?

Yes, you can buy products that have a sticker indicating "purchase option."

I want to purchase a product I am renting, how can I do that?

We allow product purchases only within the first 3 months of rental and for selected products with a red sticker. For products rented for more than 3 months, based on our agreements with brand partners, we unfortunately cannot allow purchases.

How much does product buyout cost?

If you decide to purchase an eligible product, we will deduct the rental fees already paid from the purchase price. You can find all purchase prices here.

Can I swap a product I have purchased?

We are sorry, but product exchanges are not possible for purchased items. We recommend renting a product if you need the flexibility of swapping.

How do you define the purchase price?

The Parently purchase price is based on the recommended retail price from our brand partners and should be the same across all retailers.