Getting Started

RTR Basics for Getting Started

  • Am I able to return items through my office, hotel, or a UPS Access Point?

    If an item is returned via third party or UPS Access Point, there is a possibility that the items will be delayed shipping back to us which could result in late fees. Because of this, we do not allow items be returned with a 3rd party. Your order must be returned to a UPS store or UPS dropbox directly.

  • What are a second style and back-up size?

    When you add two dress styles to your cart for the same rental delivery date, the lower priced style will automatically discount to $32.50. We offer only one free back up size per order, so check out the customer reviews or contact a stylist if you need assistance. 

  • How does Rent the Runway work?

    There are three ways to rent: Rent for a specific date or subscribe to a membership.

    To rent for a specific date:

    1. Find It: Filter by color, length, trend and more to find the best look. We have thousands of dresses from 250+ designers.

    2. Reserve It: Choose a delivery and return date, and rent for 4 or 8 days. Add a backup size for free and you can also add a different dress for $32.50.

    3. Receive It: The dress will be delivered via UPS or courier service (available for Manhattan addresses below 125th Street) to your home, office or hotel by 8pm on your delivery date.

    4. Return It: Returns are free! Place items in the provided packaging (which includes a pre-paid label). Take the packaging to a UPS drop box or RTR store by 12pm on your rental return date. We’ll handle the dry cleaning.

    To rent through a Membership:

    1. Subscribe to RTR Unlimited: Sign up to get designer dresses, accessories, tops, skirts and more. Get 4 items on rotation and you can exchange at any time.

    2. Subscribe to our RTR Update: Sign up to receive contemporary dresses, accessories, tops, skirts and more. Get 4 items for 28 days that you can style many different ways. We handle the dry cleaning. Cancel anytime.

  • What if I accidentally stain or damage the dress?

    We understand that some wear and tear may be inevitable, and the $5 insurance fee covers minor stains and damage. (Insurance is included for Unlimited members.) However, significant damage and theft aren't covered under the insurance. If the item is damaged beyond repair, the fee is the retail price of the item. If the item is never returned, the fee is double the retail price of the item.

  • Do you ship internationally?

    At this time we only ship orders within the U.S., including Hawaii and Alaska. Orders must also be returned from within the U.S.

  • Will the dresses need to be pressed upon arrival?

    We do our best to ensure your dresses arrive wrinkle-free. Each dress is steamed and pressed before being sealed in plastic and placed in a garment bag. If you receive a dress with slight creases, please try steaming the garment on low heat or contact a stylist for advice.

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Rent the Runway Policy

  • How does the Refer a Friend promo work?

    The referral code can be applied towards any 4- or 8-day rental with a subtotal minimum of $60 and will discount the order by $30. After your order ships, your friend will receive a $30 off promotional code. At this time, the referral code cannot be applied towards Unlimited or Update memberships.

  • What if the dresses I ordered don't fit?

    It can be stressful not knowing if a dress will fit... that's why we created the Love Your Look Promise. Here's how we'll make sure you absolutely love your look (we won't rest until you do!):

    Option 1: We'll help you find another dress

    If you call before by 6pm EST (2pm EST if within NYC), we can overnight you another dress in time for your event. Email us and we'll ship you an available style for $12.95. Or if you live near one of our stores, you can swap your original dress for another style, no appointment necessary. If the style you select is more expensive, you will be charged the difference in price. If the style is less expensive, you will be given a merchandise credit for the difference in price.

    Option 2: We'll give you a credit​

    We’re happy to give you a Rent the Runway credit (less the cost of shipping, accessories and saleable items) if none of the dresses in your order fit. 

    To receive a credit, go to the “Orders” section of your Rent the Runway account and fill out our Return for Fit Request form. Use the provided packaging (which includes a pre-paid label) and return everything to us within 24 hours of receiving it. Credits do not expire, but we do not issue partial credits or credits for accessories or intimates.

     

  • Do you have a wait list for dresses?

    If the dress you've been eyeing is not currently available for your event date, keep checking back. While we do not have a wait list for styles, it may become available!

  • How much does shipping cost?

    We automatically select the correct shipping option to ensure your items arrive to you by 8pm on your rental delivery date.

    Standard: $9.95
     
    Manhattan Same Day: $9.95

    Non-Manhattan Next Day: $35

    Manhattan Saturday Delivery: $9.95

    Non-Manhattan Saturday Delivery: $35
     


    Want free shipping for the year? Click here for details on how to join PRO, our money-saving program.

  • What are Slate & Willow and Ella Carter?

    These two brands are our private labels. Slate & Willow is a feminine, playful dress and accessory line created by Rent the Runway. Ella Carter is a classic yet modern jewelry line, also created by Rent the Runway. We’ve learned what details customers love, and each season we design new collections featuring popular trends, styles and colors.

    We list a “value” for our private label items. For us, “value” is based on our cost of production of the item, such as design and materials, plus our standard markup. “Value” is not the retail price, and should not be used as a reference price point on similar items for sale. 

     

  • Can I keep or purchase a dress that I am currently renting?

    We only offer our dresses and accessories for rent at this time. Feel free to visit the Keep It Forever section of our site, which features some of our gently worn items for up to 75% off - here's the link.

    Happy shopping!

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Planning Your Rental

  • What time will my dress arrive?
  • When should I make a reservation for a dress?

    You can book a reservation up to 4 months in advance, and schedule your order to arrive 1-2 days before your event. We also offer same-day delivery to most of Manhattan and next-day delivery everywhere else in the U.S., as long as you place your order before 3pm EST the day before you’d like your rental to arrive.

    If you live near one of our locations, you can shop same-day availability through the RTR Now section of our site.

  • Can you deliver to a hotel or another address besides my home?

    Sure! If you're shipping to a hotel, please put the hotel name in the company field and the reservation guest in the attention field. Please make sure the hotel concierge is expecting your delivery.

  • Is a signature required for delivery?

    While we do not require a signature for delivery, it is up to the carrier's discretion whether or not they feel the package is safe to leave at an address without someone available to sign for the order.

    If you are not available at your shipping address, your order could be left with a neighbor, doorman, mail room, or front desk. If these options are not available, the carrier may attempt to deliver your order on the next business day. 

  • Do you ship to P.O. boxes?

    We don’t, please enter a valid residence, company or hotel address for a successful delivery.

Buying From Clearance

Style & Fit

Renting for Prom

  • Why rent for prom?

    Why spend hundreds on a dress that you’ll only wear once? With RTR, you can wear an on-trend, designer dress and only pay a fraction of the retail cost. Look & feel amazing on your special night!

  • What should I rent for prom?
  • What if the dresses I order don't fit?

    If you call before 5pm EST, we can overnight you another dress in time for your event. Email us and we'll ship you an available style for $12.95. Or if you live near one of our stores, you can swap your original dress for another style, no appointment necessary. If the style you select is more expensive, you will be charged the difference in price. If the style is less expensive, you will be given a merchandise credit for the difference in price.

     

  • What if I stain or damage my dress?

    Insurance is automatically added at checkout. It covers slips, spills, and aggressive dance moves -so don’t sweat it!

  • When will my dress arrive?

    We recommend placing a Reserve order and scheduling your rental start date at least 2 days before your prom to leave time to try on your dress and complete the look. You are also able to place an 8-day rental, which would give you more time to receive and style your dress before the big day!

  • What if someone rents the same dress as me?

    We do not currently have a way for you to see what other customers have selected to wear for the same event you are attending. We recommend that you register your dress on your school's prom Facebook page - and spread the word about renting for prom!

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Finding the Perfect Dress

  • What if the dresses I order don't fit?

    If this happens, we can help. Choose one of the following options:


    Option 1: We'll help you find another dress

    If you call before by 6pm EST (2pm EST if within NYC), we can overnight you another dress in time for your event. Email us and we'll ship you an available style for $12.95. Or if you live near one of our stores, you can swap your original dress for another style, no appointment necessary. If the style you select is more expensive, you will be charged the difference in price. If the style is less expensive, you will be given a merchandise credit for the difference in price.

    Option 2: We'll give you a credit​

    We’re happy to give you a Rent the Runway credit (less the cost of shipping, accessories and saleable items) if none of the dresses in your order fit.

    To receive a credit, go to the “Orders” section of your Rent the Runway account and fill out our Return for Fit Request form. Use the provided packaging (which includes a pre-paid label) and return everything to us within 24 hours of receiving it. Credits do not expire, but we do not issue partial credits or credits for accessories or intimates.

  • What are a second style and back-up size?

    When you add two dress styles to your cart for the same rental delivery date, the lower priced style will automatically discount to $32.50 for 4-day rentals and $52 for 8-day rentals. We allow one free back up size per order, so choose which of your styles you prefer to have that second option.

  • How do I keep track of the styles I like?

    See a dress or accessory you love? Click on the small heart to the right of the item. This saves your favorites so that you can easily compare and find dresses/accessories at a later date. If you want to keep track of specific looks for a special event, make a shortlist.

    A shortlist is a way of organizing your hearts by event. Want to keep track of your favorite sequined dresses for your birthday party? Click the heart next to an item you love, and you’ll be prompted to create a shortlist. Click “create new shortlist” and follow the easy instructions. Then the next time you heart something, you’ll see the option to add it to whichever shortlist you choose.

Stylist Tips & Tricks

  • What if I am having trouble with the zipper?

    Because our items undergo constant dry-cleaning, the zipper may become a bit tough to zip. If this happens, try using a bar of solid soap or a solid candle on the track, which may help you zip your dress with more ease.

  • Can I tailor my dress?
  • What undergarments and fashion solutions do you recommend?

    Find fit and measurement details on the "Size and Fit" tab of each dress page. We list recommended undergarments, and if needed, you can purchase them through our site.

    If you need additional assistance, reach out to a Stylist by emailing help@renttherunway.com.

  • Common Terms and Definitions

    Term

    Definition

    Delivery Date/ Rental Start Date

    When your dress is guaranteed to arrive. Should be 1-2 days prior to event date.

    Return Date

    When your rental needs to be shipped back via UPS

    Insurance

    $5 for dresses, $3 for accessories — covers any minor wear and tear

    Stylists

    Stylists who can help with everything from questions about fit to order adjustments.

    Free backup size

    We offer a free second size with one dress in each order to encourage the best fit.

    Backup style

    When you add two dress styles to your cart for the same rental start date,

    the lower-priced style will automatically discount to $32.50.

    Reservation

    The length of time you have your order. It can be either 4 or 8 days.

    Merchandise Credits

    RTR credits that will never expire and can be used toward anything on the site

    Shortlists

    A place for you to save your favorite dresses for specific events

  • How do I choose the perfect dress?

    If you know exactly what you want: Use our search filters to help you narrow down your choices by trend, color, body type, designer and more. Click here to get started!

    Can’t decide and need styling advice: Email a stylist. They’re experienced stylists, and have tried on all of our dresses. 

    Love a style but need more info: Find fit and measurement details on the "Size and Fit" tab of each dress page.

Maternity

  • How does maternity sizing work?

    If an item has the word “Maternity” in the style name, this means that it is a true maternity style.  You can use your pre-pregnancy size in these items. Other styles that are found within our maternity collection are not made for maternity but have certain characteristics that work for expectant women.  You should increase your size by one or two sizes, depending on your trimester and how other clothes are fitting. If you have questions about size or fit, you can reach out to a Maternity Stylist today by emailing maternity@renttherunway.com or schedule a free consultation here.

  • How do appointments work with a Rent the Runway Maternity Stylist?

    Our Maternity Stylists are on-call, for free! Reach out for fit & style advice, to learn more about using subscription for every stage of pregnancy or for general maternity questions. Schedule a complimentary consultation with a Maternity Stylist here.

  • What happens when I enter my due date into the size filter?

    When opted into the maternity experience, our product recommendations will be maternity friendly based on due due and trimester. Additionally, maternity and bump friendly products will be displayed on models with a bump, when available.

  • What’s the best way to shop for maternity clothes on RTR?

    Select “Expecting?” via the size filter and enter your due date, which will personalize your shopping experience based on your due date and trimester. To remove this personalization, revisit the size filter, click “I’m Due in X,” and then click “Opt Out.”

  • Does RTR rent maternity clothes?

    Yes. Rent the Runway has a selection of maternity styles as well as non-maternity styles that have been tested and approved as “bump-friendly”.  If an item has the word “Maternity” in the style name, this means that it is a true maternity style. To browse the RTR maternity collection, visit www.renttherunway.com/maternity.

  • Does RTR have a maternity subscription?

    You can access our maternity collection through any of our rental programs - RTR Reserve (4 and 8 day rentals), RTR Update, or RTR Unlimited.  Our recommended program for moms-to-be is RTR Unlimited - rent a rotating wardrobe and wear top brands at every stage of pregnancy without the investment. To learn more about using subscription (or for general questions!), reach out to a Maternity Stylist today by emailing maternity@renttherunway.com or schedule a free consultation here.

RENTING FOR BRIDES AND BRIDESMAIDS

My Reserve Order

Update My Future Order

  • How can I make changes to my order?

    We want to make it as easy as possible for you to change your order. In the "Orders” section of your “My Account” page, you can see which adjustments can be made. If your order has already shipped, you can’t make any changes. Have questions? Email us and we can help.

    You can also manage your order on your iPhone. Download our app.

  • How do I cancel my order?

    You can cancel before your order has been prepped and packed. To cancel, go to the "Orders" section of your “My Account” page and follow these 2 easy steps:

    1. Click the “Cancel Shipment” button next to the shipment you’d like to cancel. A preview of your cancelled items will appear before you confirm the cancellation.
    2. Confirm the change. After you cancel, you'll receive a refund or a credit to your Rent the Runway account (see below). Please allow 3-5 business days for the reimbursement to process.

    One or more of the conditions below may apply:

    1. Any cancellations made over 30 days before your delivery date will result in a refund in the form of your original payment.
    2. Any cancellations made 30 days or fewer but more than 14 days before your delivery date will result in a credit to your Rent the Runway account. This Rent the Runway credit can be applied to any future Rent the Runway rental.
    3. Any cancellations made 14 or fewer days before your delivery date will result in a credit to your Rent the Runway account. A $9.95 cancellation fee will be deducted from that credit, for keeping the item reserved and for limiting customers from renting it. The cancellation fee will be eligible for orders that are at least $15.

    You can also manage your order on your iPhone.Download our app.

  • Where can I find my order number?

    Your order number is located under your “My Account” page (look for it on the top right side of the home page). When you get there, select "Orders" on the left side. Please reference this number if you need to email a stylist.

Have An Issue With My Order

  • Will the dresses need to be pressed upon arrival?

    We do our best to ensure your dresses arrive wrinkle-free. Each dress is steamed and pressed before being sealed in plastic and placed in a garment bag. If you receive a dress with slight creases, please try steaming the garment on low heat or contact a stylist for advice.

  • What if the dresses I ordered don't fit?

    If this happens, we can help. Choose one of the following options:


    Option 1: We'll help you find another dress

    If you call before by 6pm EST (2pm EST if within NYC),  we can overnight you another dress in time for your event. Email us and we'll ship you an available style for $12.95. Or if you live near one of our stores, you can swap your original dress for another style, no appointment necessary. If the style you select is more expensive, you will be charged the difference in price. If the style is less expensive, you will be given a merchandise credit for the difference in price.

    Option 2: We'll give you a credit​

    We’re happy to give you a Rent the Runway credit (less the cost of shipping, accessories and saleable items) if none of the dresses in your order fit. 

    To receive a credit, go to the “Orders” section of your Rent the Runway account and fill out our Return for Fit Request form. Use the provided packaging (which includes a pre-paid label) and return everything to us within 24 hours of receiving it. Credits do not expire, but we do not issue partial credits or credits for accessories or intimates.

     

  • What's included in the price adjustment I see when changing my order?

    Price adjustments reflect any items that you may added or removed and/or any changes in tax, shipping, and insurance charges. If an adjustment to your order results in a negative balance, you'll be refunded the amount specified.

    Any adjustments made up to 30 days before your rental start date will result in a refund in the form of your original payment.

    Any adjustments made fewer than 30 days before your rental start date will result in a credit to your Rent the Runway account.
     

  • If I return my dress because it doesn't fit, can I still wear the accessories?

    Absolutely! Since we don’t issue merchandise credits or refunds for our accessories, you can certainly wear them and return them with your unworn dresses on your rental end date. Be sure to fill out the Return for Fit Request Form located in the “Orders” section of your RTR account within 24 hours to be eligible for a credit for your unworn dress(es).

  • My order hasn't arrived yet. When can I expect to receive my rental?

    Deliveries are made between 8am and 10pm during weekdays and Saturdays. We provide tracking information so you can see when your package is out for delivery. 

Returning My Order

  • What if my rental ends date falls on Memorial Day?

    UPS will be closed Monday, May 28th. They will re-open Tuesday, May 29th. You can still take your return packaging to a UPS drop box location over the weekend. If you would prefer to drop off to a UPS store and your rental end date falls on Monday, you are able to return your items by 12pm Tuesday, May 29th. You will not be penalized for returning your items this way.

    You can also return to our Rent the Runway store locations, which will have modified store hours through the holiday. 

  • Late Fee Policy

    Why on-time returns are important

    We take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can ensure other customers will have their dress for their event. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.


    How do I return my order?


    The date to send back your rental items is stated in your online invoice. In order to avoid a late fee:


    • Send back the products you rented in the return packaging provided to you by Rent the Runway.

    • The return service provider for all orders is UPS.

    • Returns must be dropped off at a UPS store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that your package will be scanned by UPS by the next day and returned to Rent the Runway on time. Rent the Runway will not cover additional fees incurred due to international shipping.

    • Please note that you are liable for any late fees incurred, regardless of any third party involved with the return. Do not leave your rentals with any third party (hotel, mail room, friend) for return.

    • If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address:

    Rent the Runway

    100 Metro Way

    Secaucus, NJ 07094


    *If you lose or fail to return the Rent the Runway blue carrying case, you will be charged $50.

    Late Fees
     

    • If you return your rental items late or do not return them at all, a late fee of $50 per day will be charged to the credit card you used for the order (or to any other credit card included on your account). You will be charged up to 100% of the retail value of the products you ordered, plus applicable sales tax. This late fee is in addition to the rental fee for the products.
    • The late fee is payable for each order that is not returned when due, not for each product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.
    • If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.
  • How do I return my order?

    ​If you received your order in a blue carrying case:


    1. Place the clothes in the bottom of the case’s main compartment (the hangers are yours to keep). Put accessories in their original packaging and place them in the accessory pockets. We handle the dry cleaning.

    2. Tear the UPS return slip off this card and insert it face-up into the outside pocket. Missing your return slip? Email help@renttherunway.com and we can send you a new one to print off.

    3. Tuck the handles inside the case. Fold it back to its original shape and zip closed. Thread the lock through the zippers. NOTE: The lock can only be used once, so don’t fasten it until you’re ready to ship your items.

    4. Visit a UPS drop box and place the entire case inside. No box required.

     

    If you received your order in a box:

    Pack your order: Place accessories in their matching bar-coded packaging and put them and any clothing in the provided pre-paid envelope(s).The hangers are yours to keep, and we handle the dry cleaning.

    Return your order: Drop off the return envelope(s) at your nearest UPS drop box.

    Should all of your items not fit into the pre-paid return envelope included with your order, you are able to remove the return label from the envelope and attached it to the box you originally received your order in. You will not incur any additional fees for completing your return this way!

     

    For any other questions, please feel free to contact our Customer Experience team at help@renttherunway.com.

  • What do I do if I can't find the lock to secure my return?

    If your order arrived in one of our blue garment bags, then it should include a disposable lock that can be used to secure the zippers during the return transit to our fulfillment center.  The lock looks like a zip tie and should be located inside the zippered pocket of the garment bag.

    If you are not able to locate it, you can still return your order, but please secure the zipper with a paperclip or tie to ensure it does not come loose in transit.

     

  • What if my items don't fit in the pre-paid return packaging?

    Should all of your items not fit into the pre-paid return envelope included with your order, you are able to remove the return label from the envelope and attached it to the box you originally received your order in. You will not incur any additional fees for completing your return this way!

    For any other questions, please feel free to contact our Customer Experience team at help@renttherunway.com.

  • What if my rental ends on a Sunday or holiday?
    Although UPS is closed Sundays and holidays, you can still take your return packaging to a UPS drop box (click here to find the nearest drop off location). If you can't make it to a drop box on your rental return date, please mail your order back by 12pm the next business day. 
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Membership

RTR Unlimited

  • Can I switch from RTR Unlimited to RTR Update?

    Yes! Our membership offerings are designed to flex as your life evolves. If you'd like to switch your membership to RTR Update, contact the Membership Concierge by calling 1-800-509-0842 or emailing concierge@renttherunway.com

  • How does Unlimited work?

    Rent 4 designer pieces at a time. Choose from clothing and accessories for work, weekends and beyond. We'll deliver them to your door in our eco-friendly garment bag. Hold onto them as long as you'd like.

    When you're ready for something new, send 1, 2, 3 or all 4 of your pieces back anytime. Drop at UPS with the prepaid label. We'll notify you when it's time to select new pieces.

    If you find pieces you really love, you can use an exclusive members-only discount to purchase for a fraction of the retail price. Once you do, a spot opens up for something new.

    In addition to the membership items on rotation, you also will have a 25% discount on RTR Reserve rentals.

    Membership renews monthly, but you can pause or cancel your auto-renewal anytime. Your membership covers shipping, dry cleaning and rental insurance.

    The following products are not eligible for the Unlimited membership: bridal accessories and select items from Decades Vintage, WGACA Vintage, Marchesa, Judith Leiber and Moschino. Plus, any dress with a retail price of $3000 or more. Additional exclusions may apply.

    We do not offer Saturday delivery through Unlimited. If you need your items for the weekend, we highly recommend allowing up to 2 business days for processing and 2 additional business days for delivery. In order to ensure the items arrive to you by Friday 10PM, we recommend your weekend order be placed no later than Tuesday before 3PM EST.

  • When will my Unlimited shipment arrive?

    After you choose pieces, allow up to 5 business days for them to arrive at your door. Usually, depending on where you live, it's even faster!

    We do not offer Saturday delivery through Unlimited. If you need your items for the weekend, we highly recommend allowing up to 2 business days for processing and 2 additional business days for delivery. In order to ensure the items arrive to you by Friday 10PM, we recommend your weekend order be placed no later than Tuesday before 3PM EST.

  • How do I pick items for my first Unlimited shipment?

    Once you're an Unlimited member, you will be prompted to select 4 pieces for your first Unlimited shipment. Download our iPhone app to select pieces from your phone or follow these three steps from your computer:

    1. Sign in to your Unlimited account, if you're not already.

    2. Browse the carousels of pieces recommended for you. To see the full available selection, click "Unlimited" in the menu and select "Browse Unlimited." You can filter by dresses, tops, handbags and more.

    3. Select 4 pieces and hit "Add to Bag" after clicking on each item. Click "Confirm Shipment" in your Shopping Bag and you're done!

    Member Concierge tip: When you see something you love, heart it! This will help you keep a running queue of favorites. It also helps your closet learn your style preferences. Over time, your closet adapts to what you heart, rent and rate and serves up style recommendations tailored to you! 

  • How do I exchange an Unlimited item for something new?

    When you're ready for something new, return 1, 2, 3 or all 4 of your pieces in the eco-friendly garment bag. Make sure to package each accessory in the protective bag or jewelry box you received with your order. Clothes can be returned without the plastic coverings or hangers. However, we do recycle them, so send them back to cut down on waste!

    Once you've packed up, swap the UPS return label and take it to your nearest UPS drop box, UPS store or any of our retail store locations in New York City, Washington D.C., Chicago, Topanga or San Francisco.

    When we've received your return, a spot will open up for something new! We'll notify you via email and push notification if you have our iPhone app. If you return at an RTR store, a spot will open up immediately. You can choose something new on the site or app or select something directly from the store!

  • How do I update my billing and shipping information for my Unlimited membership?

    Your billing and shipping information is stored in your account settings. Please note that the address stored in your account will become the default location to which your Unlimited shipments are sent. You can update them at any time.

    If you are travelling within the continental United States, Hawaii and Alaska, please be sure to update the address in your settings with the location of your destination. If you are traveling and unsure about delivery dates, please reach out to the Member Concierge.

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PRO

  • How does PRO work?

    PRO is an annual recurring subscription program for $29.95 that gives access to free standard shipping, free insurance and a $30 coupon to use towards a dress during your Birthday.

  • Are all PRO orders valid for free shipping?

    Not all orders are valid for free shipping. Standard shipping, plus same-day and Saturday deliveries in Manhattan, are free. If you don't live in Manhattan and need next-day shipping or Saturday delivery, your PRO membership reduces the cost by $9.95.

    Shipping Methods and Pricing for PRO Members

    Standard: $0
     
    Manhattan Same Day: $0

    Non-Manhattan Next Day: $25.05

    Manhattan Saturday Delivery: $0
     
    Non-Manhattan Saturday Delivery: $25.05
  • How does my PRO free birthday dress work?

    You will receive a discount code to take a $30 off any dress rental during the month of your birthday. This offer is one-time use only and cannot be used on existing orders. Promotional offers cannot be combined, used with gift cards or redeemed in our stores. If $30 value is not used in full, code cannot be used on another rental or redeemed for cash, credit, or gift cards. Your PRO membership must be active and in good standing to take advantage of this benefit.

  • How do I cancel my PRO membership?

    You can cancel at any time prior to the next billing cycle by contacting us at help@renttherunway.com or updating your PRO settings within your account.

  • Will my PRO membership apply to all existing orders on my account?

    Your PRO membership benefits will take effect on all orders that are placed after the date your benefits begin and will remain in effect until your membership is cancelled.

    In the event you place an order without an annual PRO membership, but place an order for an annual PRO membership before your order ships, your PRO membership benefits will retroactively apply to that order. Feel free to reach out to our Customer Experience team if you do not see these benefits applied to your upcoming order.

  • Why am I being charged for shipping if I have PRO?

    Your PRO free shipping benefit is valid on standard shipping only and cannot be applied towards same-day Manhattan or Next Day Air shipping methods, or on Saturday deliveries.


    Shipping Methods and Pricing for PRO Members

    Standard: $0
     
    Manhattan Same Day: $0

    Non-Manhattan Next Day: $25.05

    Manhattan Saturday Delivery: $0
     
    Non-Manhattan Saturday Delivery: $25.05

RTR Update

  • How does RTR Update work?

    Update subscribers can select 4 pieces at a time to keep for 28 days. We will tell you your expected delivery date and return date once you select your items. Wear your pieces throughout the month and, at the end of your rental period, send everything back or buy what you love at a members-only discount! Two days before the end of your rental period, we'll prompt you to select 4 new items for your next delivery. As an added benefit to the membership, you also will receive a 25% discount on any RTR Reserve rentals you place in addition to your membership orders.

     

  • How do I pick items for my first shipment?

    Once you're a member and it's time to pick, you will be prompted to select 4 items for your first monthly Update shipment. Download our iPhone app to select items from your phone or follow these three steps from your desktop computer:

    1. From the My Update page, scroll down for carousels with recommended products. Over time, the recommendations in these carousels will become more personalized to your preferences.

    2. You can also browse and filter by dresses, tops, handbags, your hearts and more to see which pieces are available to select.

    3. Select 4 pieces and hit "Add to Bag" after clicking on each item.

    4. Click "Confirm Shipment" in your Unlimited Shopping Bag and you're done!

    Member Concierge tip: Heart your favorite items to keep a running shortlist of styles you love. This will make selecting quick and easy!

  • Which pieces am I allowed to rent through RTR Update?

    Members get access to a curated edit of everyday clothing and accessories. Rent pieces from 200+ top brands including Tory Burch, Mara Hoffman, The Kooples, Joie, Tibi, Theory, Vince, Opening Ceremony, and DVF. Formal wear and some of our higher end designers are not available for RTR Update monthly shipments. See what's included in RTR Update.

    We add new inventory every week. Check our New Arrivals page for the latest additions.

    For access to even more designers and styles, try our Unlimited membership.

  • What are add-ons and how do they work?

    In addition to the 4 items that come with your membership, you can also add additional items to your monthly shipment for $25/piece.

  • Can I purchase an item from my Update shipment?

    Yes! If there is a piece you just can't bear to return, feel free to purchase at the end of your month. All purchases through Try to Buy are final sale.

  • Do I have to return all my RTR Update items at the same time?

    Yes. Send back all of the items you aren't purchasing by your indicated return date in the garment bag they came in.

    If you are completing a fit replacement, we ask that you send back the item you are replacing as soon as you can in the garment bag you have at home.

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Other

  • What Happened to StylePass?

    When we launched StylePass, we were driven by the mission to give women a new way to access the dream closet and plan ahead for events on her calendar. Since then, we’ve been hard at work, improving our programs and developing brand new ways to rent that we believe will be even more game-changing.

    This is why we have decided that we will be discontinuing StylePass at the end of January 2018 to focus on other membership programs. As of 10/16/2017 StylePass will no longer be accepting new customers into the membership. Current customers will have their codes converted to credits to use on any RTR rental or membership.

  • How will I be billed for StylePass?

    Rent the Runway will charge you a monthly subscription fee. Your StylePass subscription automatically renews and you will be billed on the same date every month at the rate then in effect to your payment method on file. As of January 30, 2018 we will no longer bill current members in the program. If you have any questions please reach out to our Concierge team (concierge@renttherunway.com)

  • Can I subscribe to Unlimited and StylePass at the same time?

    You can only be subscribed to one membership program at a time. You can switch programs anytime prior to your next bill date by contacting us at help@renttherunway.com.

Store

Visiting a Store

Style & Size In-Store

  • What styles can I expect to find in-store?

    Our stores feature a rotating selection of everyday styles and sizes from work to weekend. We continually refresh what's in-store based on the season, what's new, and the RTR community's feedback.

  • What if the style I am looking for isn’t in-store when I visit?

    Our specialists will gladly recommend a similar style that’s available in-store, or help you order the specific style you want online.

    Part of the fun of browsing in-store is discovering something that you may not have selected online!   

  • What sizes are in-store?

    Our stores feature a rotating selection of size 0-22, and like the style selection, we continually update size options based on the RTR community’s feedback.

  • What if my size isn’t in-store?

    Our specialists are well-versed on our brands and how they fit, and they’ll gladly recommend what size to order online.  

  • Can you help me find a specific style?

    We’re happy to help you look in the dream closet to find a specific style.  If it’s not in the dream closet, our specialists will gladly recommend a similar style that’s in-store, or help you order the specific style you want online.  

    Part of the fun of browsing in-store is discovering something that you may not have selected online!   

  • What are availability scanners?

    Availability scanners allow you to check whether an item is available to rent same-day.  Scan the item’s barcode, and then the availability scanner will let you know whether it’s available to rent today for RTR Unlimited, RTR Update, and/or RTR Reserve.  

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What should I do when I arrive?

  • If you’d like to return and swap
    • Go to the self-return iPad, scan the item’s barcode, and then put the item and its garment bag, plastic, and hangers in the return bin.  
    • Sign up for a fitting room to save time while you browse the dream closet.  Waits do tend to get long during peak hours like morning, lunchtime, and after work.
    • Sign up for a fitting room by going to one of the check-in iPads and selecting “browse & try-on.”  After you enter your information, you’ll receive a confirmation text that you’re on the fitting room list, and then a follow-up text when your room is ready.  
    • After that, try on and then go to check out if you want to rent.
  • If you’d like to pick up and try on
    • After you receive the email that your item is ready for pick up, go to the store and sign up for a fitting room before joining the pickup line to save time.  
    • Sign up for a fitting room by going to one of the check-in iPads and selecting “existing order.”  After you enter your information, you’ll receive a confirmation text that you’re on the fitting room list, and then a follow-up text when your room is ready.  
    • Then visit the order pickup location to get your item, give the specialist your first and last name, and he or she will pull your order.  
    • After you receive a follow-text that your room is ready, try on and enjoy your new piece!  Let us know if you have any issues with your order, and we’ll be happy to help you.
  • If you’d like to pick up and not try on

    After you receive the email that your item is ready for pick up, go to the store and visit the order pickup location to get your item.   Give the specialist your first and last name, and he or she will pull your order. Enjoy your new piece! Let us know if you have any issues with your order, and we’ll be happy to help you.

  • If you’d like to browse and try on
    • Sign up for a fitting room to save time while you browse the dream closet.  Waits do tend to get long during peak hours like morning, lunchtime, and after work.
    • Sign up for a fitting room by going to one of the check-in iPads and selecting “browse & try-on.”  After you enter your information, you’ll receive a confirmation text that you’re on the fitting room list, and then a follow-up text when your room is ready.  
    • After that, try on and then go to check out it you want to rent.
  • If you’d like to return your order

    Go to the self-return iPad, scan the item’s barcode, and then put the item its garment bag/dustbag, plastic, and hangers in the return bin. 

  • If you'd like to learn more about Rent The Runway and how it works

    Ask one of our specialists for more information.  He or she will be happy to explain our rental options to help you find the best one for you!

Returning your order

  • How do I return my order in-store?

    You can quickly and easily return your order with one of the self-return iPads.  Simply scan your item, wait for the “success” screen, and put it in the return bin.

  • How do I know my order has been successfully returned in-store?

    After you return your order with one of the self-return iPads, check your account to confirm a spot is open. If the spot hasn’t opened up, rescan the item, wait for the “success” screen, and then check your account again to confirm the spot has now opened up. If the return still hasn't gone through, ask a specialist for assistance.

How do I pick up my order in-store?

How do I exchange my order?

Fitting rooms

  • How do I sign up for a fitting room?

    When you arrive, go to one of the check-in iPads and select “browse & try-on.” After you enter your information, you’ll receive a confirmation text that you’re on the fitting room list, and then a follow-up text when your room is ready.

  • Why do I need to sign up for a fitting room?

    We have a fitting room list to let you browse the dream closet instead of waiting in line for a fitting room because there can be a wait time, especially during peak hours like morning, lunchtime, and after work.

Appointments

  • What is an appointment?

    Book an appointment to receive one-on-one styling advice and a reserved fitting room. After you book an appointment, you’ll receive an appointment confirmation email. (If you don’t receive the email in your inbox, check your spam). You’ll also receive an email from your appointment stylist asking for information to get a better understanding of your style, fit preferences, and the occasion you're renting for.

    We’ll use this information to create a wonderful look for you from the store’s rotating selection of styles, as well as give you style and fit recommendations that you can use in your future renting experiences.

  • Can I request specific styles for my appointment?

    We’re unable to guarantee specific styles for you to try on because our stores feature a rotating selection of styles, but we’ll use the information you provide to create a wonderful look for you from the store’s rotating selection of styles, as well as give you style and fit recommendations that you can use in your future renting experiences.

  • How do I reschedule or cancel my appointment?

    If you’ve received an email from your appointment stylist, email him or her directly to reschedule or cancel.

    If you haven’t received an email from your appointment stylist yet, contact our customer service team and include your name, phone number, email, appointment date and time, and whether you want to reschedule or cancel.  

    Please call 1.800.509.0842 or e-mail help@renttherunway.com.

    Please note that you must cancel at least four days before your appointment to receive a refund.  

  • When should I arrive for my appointment?

    Arrive 5-10 minutes before your appointment.  Please note that if you arrive more than 15 minutes late, you’ll be asked to reschedule your appointment.  

  • Who should I contact if I’m running late to my appointment?

    Email your appointment stylist directly. Please note that if you arrive more than 15 minutes late, you’ll be asked to reschedule your appointment.

  • How do I check-in for my appointment?

    When you arrive, tell a specialist you’re checking in for an appointment.  They’ll let your appointment stylist know you’ve arrived and he or she will come greet you.

Unlimited Self-Checkout

  • What is Unlimited Self-Checkout?

    Unlimited Self-Checkout allows you to quickly and easily checkout with your RTR Pass.

  • How do I use Unlimited Self-Checkout?

    Return 1, 2, 3, or 4 of your Unlimited items at the San Francisco store and browse for your next pieces! Once you’re ready, use our new self-checkout kiosks to confirm your items and you’re all set! Remember to ask an associate in-store for a garment bag, return label, or shopping bag if you need one.

  • Where is Unlimited Self-Checkout available?

    Right now, Unlimited Self-Checkout is only available in our San Francisco location but will soon be able to use in all stores.

  • What is RTR Pass?

    The RTR Pass gives customers quick access to their account. While use is currently only available in our San Francisco store, customers will soon be able to use in all stores!

  • How do I access my RTR Pass?

    The RTR Pass is accessible to all Unlimited members. Download the iPhone app here or go to www.renttherunway.com on your mobile device. Access your RTR Pass through the MY RTR section of your account and toggle to see on the RTR app home page!

  • Why can’t I see/access my RTR Pass?

    Please be sure your iPhone app is up-to-date! If you are still unable to access your RTR Pass, please contact our CX team for more help.

Gift Cards

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Careers

Careers