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 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

  • 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 200% 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.

  • 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 you via check (up to $20) within 20 days of when you send the email. 

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

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

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