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.