Getting Started

RTR Basics for Getting Started

  • 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. Give yourself some options for your big night out, or step out in style for two different events. 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 two ways to rent: Rent for a specific date or subscribe to Unlimited. 

    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 Unlimited:

    1. Subscribe to Unlimited: Sign up to get designer dresses, accessories, tops, skirts and more. 

    2. Select 3 items and keep as long as you want: Once you sign up, choose your first three items. When you receive them, you control how long you keep each piece. Shipping and insurance are included. 

    3. Exchange anytime: Send 1, 2, or 3 items back and select the same number for your next shipment. 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.

  • How are the dresses cleaned?

    We take great care to clean the dresses. The team at our warehouse in Secaucus, NJ, uses a variety of techniques to ensure that each style is dry cleaned thoroughly, steamed and pressed, inspected for quality, and packaged with care so that it’s ready for you to wear.

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Rent the Runway Policy

  • 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 3pm, 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?

    We only offer our dresses and accessories for rent at this time. Stay tuned for emails about our semi-annual clearance sales where you can purchase select designer styles.

  • How do I refer a friend to RTR?

    Simply click here to send them invites to get started. When a friend you’ve invited rents and returns her first rental, you’ll receive a promotion code for $30 towards a future rental.

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Planning Your Rental

Buying From Clearance

Style & Fit

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.

Renting For Bridal

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 3pm, 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.

My 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 30 days or more before your delivery date will result in a refund in the form of your original payment.
    2. Any cancellations made fewer than 30 days 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 3pm, 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.

     

  • 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 8pm during weekdays and Saturdays. We provide tracking information so you can see when your package is out for delivery. 

Returning My Order

  • Can I exchange or return my intimates or beauty product purchase?

    Intimates or beauty products are non-refundable and cannot be returned or exchanged.

  • 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.

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

    Send the extra items back on your return date using 2-day shipping. Email a photo of the receipt to help@renttherunway.com and we'll reimburse the credit card you used (up to $20) for your Rent the Runway order. You should be reimbursed within 4 days of when you sent the email. 

  • 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.

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Subscription

Unlimited

  • How does Unlimited work?

    You'll receive 3 pieces that you can keep as long as you want and exchange anytime. Browse our collection of clothes and accessories, and choose the items you want in your first shipment. Return 1, 2 or 3 of your items when you're ready and select new pieces for your next shipment. You can cancel your auto-renewal anytime.

    What products are not covered?

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

  • When will my Unlimited shipment arrive?

    Allow up to 7 days from choosing pieces to when they arrive at your door... usually it's even faster.

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

    Once you're an Unlimited member, you will be prompted via email to select 3 items for your first Unlimited shipment. Download our mobile app to select items from your phone or follow these three steps from your desktop computer:

    1. Click "Browse Unlimited" to see all available items.

    2. Filter by dresses, tops, handbags, your hearts and more

    3. Select 3 pieces and hit "Ship Now" after clicking on each item. Click "Confirm" at the top of the page and you're done!

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

    When you're ready, return 1, 2 or 3 of your items in the provided pre-paid envelope and take it to a UPS drop box or schedule a pickup. Package each accessory in the protective bag or jewelry box in which you received it; clothes can be returned without the plastic coverings or hangers. As soon as we receive your return, you will be prompted to select new items.

  • How do I update my billing and shipping information for my Unlimited membership?
    You can update your billing information and shipping address in “Unlimited Preferences,” which you’ll find in your account settings. Please note that the shipping address stored in your account settings will be where all of your Unlimited shipments are sent.
     
  • How do I cancel my Unlimited membership?

    Your monthly Unlimited subscription automatically renews and you will be billed on the same day every month at the rate then in effect to your payment method on file. You can cancel your membership by emailing or calling us at 1-800-509-0842. Please return your items before the end of your current billing period (located in account settings) to avoid additional fees. If we do not receive your items by the end of your billing period, we will charge you 70% of the retail price of each item.

     

     

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Style Packs

  • How Style Packs Work

    Purchase a $25 Style Pack which is redeemable for a styling appointment in stores or online. With the Style Pack purchase you will receive 3, $99 complete looks, redeemable any time. Each $99 look includes 1 dress, 1 backup size and 2 accessories. Choose from 1,000s of pieces with absolutely no designer exclusions! Redeem up to 3 looks within one year.

     

    Terms & Conditions: Each $99 Look must be redeemed 1 year from the date of purchase of the $25 Style Pack. Valid on 4-day rentals only. If $99 value is not used in full, code cannot be redeemed for cash, credit, gift cards, or used on another $99 Look or rental. Each $99 Look is limited to 1 dress, 1 backup size and 2 accessories. Promo codes cannot be used on existing orders or be combined with other offers or gift cards. $99 value cannot be used towards tax or insurance.

     
  • How long can I keep a Style Pack rental for?

    At this time, our Style Pack rentals are only available for 4-day rentals. We hope to offer the option to choose a bigger window in the future. If you need assistance choosing your rental dates, please reach out to a Stylist on our team!

  • What does the Style Pack appointment entail?
    • In-Store
      • The appointment consists of (1) 45 minute session. You’ll work one-on-one with a stylist who will help you find new designers and dress silhouettes. You can come with an event in mind or just to try-on and we will help complete your look. You’ll leave with curated selection of dresses and accessories.
    • Online
      • The appointment consists of (1) one on one, 30 minute, personal styling session with one of our Senior Stylists. Not only can your stylist help you find the designer dress best suited for your event, your stylist can also help you find the best accessories to mix/match with your dress of choice. After your appointment, you’ll have a curated selection of styles picked just for you. Set up your time now
  • Why can I only book an appointment 2 weeks in advance?

    Due to the high demand of this package, we can only allot restricted time frames for our appointment process. All of our clients deserve the best experience and we would never want your experience to be lackluster due to overbooking.

PRO

  • 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.

  • 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 $50 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 $50 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 $50 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.

  • 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

Retail

Visiting a Location

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Getting Service on an Existing Order

  • How do I pick up my order from a store location?

    If you chose to pick up your order at one of our stores (you would have chosen the "pick up at our store" option at checkout), visit the location you chose between the times listed below.

    NYC Flatiron
    16 W. 18th Street (between 5th and 6th)
    New York, NY 10011
    You can pick up your order after 7pm-closing on your delivery date.
    Store Hours
     

     

    Washington, DC
    3336 M Street NW
    Washington, DC 20007
    You can pick up your order after 6pm-closing on your rental start date.
    Store Hours   (
    3:00 PM - Closing)
     

    Chicago, IL
    710 N Wabash Ave
    Chicago, IL 60611
    You can pick up your order after 6pm-closing on your delivery date.
    Store Hours   (1:00 PM - Closing)


    Las Vegas 
    The Cosmopolitan of Las Vegas 
    3708 Las Vegas Blvd. South, Level 2 (East Side Tower/retail shopping area)
    Las Vegas, NV 89109
    You can pick up your order anytime before closing on your rental start date. 
    Store Hours   (2:00 PM - Closing)

     

  • Can I return my rental at a store?

Booking a Styling Appointment

Careers

Careers