Rent the Runway Customer Service, Shipping & Returns Guide

Rent the Runway Customer Service, Shipping & Returns Guide

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Renting designer fashion is exciting, but understanding the logistics—like contacting customer support, navigating shipping, and managing returns—can make your experience seamless. Welcome to your comprehensive guide on Rent the Runway! Whether you’re preparing for a special event or refreshing your wardrobe with their “Closet in the Cloud,” this post covers everything you need to know about Rent the Runway customer service, shipping, and the return process. We’ll address common questions such as what if Rent the Runway doesn’t fit? and what to do if you receive a damaged item.

Table of Contents

Reaching Rent the Runway Customer Support

Have questions or need assistance with your order? Connecting with Rent the Runway customer support is straightforward. While you might be searching for a Rent the Runway phone number or customer service number, the primary methods of communication are digital:

  • Contact Methods:
    • Live Chat: Access quick, real-time help via the chat option on their website or app.
    • Text Support: Text your inquiries to 69787. Standard message rates apply; text STOP to opt out.
    • Social Media: Reach out through direct messages on Instagram (@renttherunway) or Facebook (Rent the Runway).
    • Styling Help: For fashion advice, text STYLE to 69787 to connect with expert stylists.
  • Operating Hours:
    • General Support (Chat, Text, DM):
      • Monday – Friday: 9 AM – 9 PM ET
      • Saturday – Sunday: 9 AM – 7 PM ET
    • Styling Team:
      • Monday – Friday: 9 AM – 6 PM ET

For those looking to call Rent the Runway, using text support or live chat during these hours is your best option for quick assistance.

Understanding Rent the Runway Shipping

Getting your fabulous finds on time is crucial! Let’s break down Rent the Runway shipping, including typical shipping times and costs.

Shipping Timelines Explained

The Rent the Runway delivery time varies based on whether you have a membership, a one-time rental, or a purchase:

  • Membership Orders: Subscription shipments typically arrive within 2-3 business days. In some areas, you might even get Saturday or same-day delivery. Orders must generally be placed before 3 PM ET, Monday through Friday, to ship out the same day. Keep in mind that eligibility for specific expedited shipping options, like Manhattan Same-Day delivery, might have earlier cutoff times (e.g., 12 PM ET for the same-day rate). Expect delivery by 10 PM local time on your scheduled date.
  • One-Time Rentals: These orders are usually shipped 1-2 days before your selected delivery date. A pro tip: choose a delivery date 1-2 days before your event to allow for try-on time. Even if it arrives early, your return date remains the same. Delivery can be scheduled from Monday to Saturday.
  • Purchased Items: Items bought directly typically arrive within 2-5 business days, with shipping estimates provided at checkout.

Shipping Costs Breakdown

The Rent the Runway shipping cost can vary:

  • Membership: Members enjoy free standard shipping on all regular subscription shipments.
  • One-Time Rentals: Costs depend on timing and location:
    • Standard Shipping: $9.95 (order at least 2 business days ahead)
    • Manhattan Same-Day: $9.95 (order before 12 PM ET)
    • Next-Day Shipping (Non-Manhattan): $35 (order before 3 PM ET Mon-Fri)
    • Saturday Delivery: $9.95 (Manhattan), $35 (Non-Manhattan)
  • Purchases: Items bought outright ship for a fee of $6.95 per order.

Shipping Locations & Restrictions

  • Rent the Runway ships throughout the U.S., including Alaska and Hawaii.
  • They cannot deliver to PO Boxes or APO/FPO addresses.
  • Need it delivered elsewhere? You can update the shipping address during checkout or in your account settings.

Tracking Your Order

Stay updated on your incoming fashion! You’ll receive a shipping confirmation email with a tracking link once your order is shipped. Tracking information is also available in your Order History on the RTR site or app. For some courier deliveries, you might receive text updates. When returning items, keep a photo of the tracking number on the prepaid label to monitor its return journey.

Addressing Delivery Issues

Encountering a Rent the Runway late delivery or missing package? Here’s how to address it:

  • Package Marked Delivered but Missing: Check all potential drop-off spots (porch, side door, etc.) and ask neighbors or building management if they received it.
  • Package Delayed: If tracking shows a delay past the estimated delivery date, be patient; carrier issues can occur. The system may mark it “At Home” once the date passes.
  • Still Missing? If the package is unaccounted for, promptly contact Rent the Runway customer support for assistance.

Navigating Rent the Runway Returns

Returning Rent the Runway items is straightforward and ensures a smooth process. Here’s how to return your rental items effectively.

How to Return Rental Items

Follow these steps to return your rentals:

  1. Pack It Up: Place your items (including accessories in their protective bags) back into the reusable RTR garment bag. Optionally, include hangers and plastic covers for recycling.
  2. Apply the Label: Locate the prepaid UPS return label (usually inside the bag) and attach it in the clear pouch on the outside.
  3. Seal the Bag: Fold the garment bag, tuck the handles inside, and zip it securely.
  4. Drop It Off: Take your sealed bag to any official UPS location—this is where to return Rent the Runway items. Make sure to do this by 12 PM on or before your rental return date to avoid late fees.
  5. Weekend/Holiday Returns: If your return date falls on a Sunday or holiday, use a UPS drop box if available. If not, drop it off at a UPS store by 12 PM the next business day without penalty.

Home Pickup Option (Membership Orders Only)

For added convenience, Rent the Runway home pickup is available for membership returns in many areas.

  • Check Eligibility: You’ll likely see the option after confirming your next shipment, depending on your zip code.
  • Schedule: Book your pickup then, or do it later via the “My RTR > Schedule a Home Pickup” section online. This service simplifies the returning Rent the Runway process.

Returning Purchased Items

If you purchased an item instead of renting, the return process differs slightly:

  • The Policy: You have 7 days from the delivery date to return purchased items, unless they are marked “final sale.”
  • Item Condition: Returns must be in the same condition as received.
  • How-To: Use the prepaid UPS label that came with your purchase. You can send it back in the original reusable mailer or, if convenient, combine it with rentals in an RTR garment bag.
  • The Refund: Your Rent the Runway refund will be issued to your original payment method (typically within 3-5 business days after receipt). Note that the original shipping cost is not refunded, and a $5.95 restocking fee (plus tax) is deducted for each item returned. Gift card purchases are refunded as RTR merchandise credit.
  • Final Sale Explained: Items marked “final sale” are non-returnable, which often includes styles purchased after renting and clearance items.
  • No Exchanges: RTR does not process direct exchanges for purchased items. You must return the unwanted item and place a new order for the desired size or style.

Return Confirmation & Tracking

Stay informed about your returns!

  • Confirmation Email: RTR will email you when your return package is scanned back into their fulfillment center (usually 2-3 days after drop-off).
  • Online Status: You can check the status of your return by logging into your Rent the Runway account.

Important Notes on Returns

  • Lost Label or Bag: If you’ve misplaced the return label, request a new one through your Order History online. If you lose the garment bag, any sturdy box or mailer can be used.
  • Using the Right Label: Ensure the return label corresponds to the items you’re sending back. Using the wrong label can delay processing.
  • Alternate Carriers: While using the provided UPS label is recommended, you can opt for another carrier at your expense. Maintain tracking until RTR receives the items. If you mistakenly use the wrong carrier, contact Rent the Runway support with all details to avoid potential fees.

Handling Common Rental Scenarios

Sometimes, things don’t go as planned. Here’s how to navigate common rental situations.

What If an Item Doesn’t Fit? (Rent the Runway Doesn’t Fit)

Finding the perfect fit is essential! If Rent the Runway doesn’t fit, here are your options:

  • Membership Orders:
    • Swap Next Time: The simplest solution is to return the item in your next scheduled swap.
    • Add a Shipment: If you need a replacement sooner and have used your monthly swaps, you can add an extra shipment (this increases your plan cost for that cycle).
    • 60-Day Promise (New Members): For your first two months, if something doesn’t fit, RTR allows a free spot in your next shipment for a replacement.
  • One-Time Rentals:
    • Backup Size: These rentals typically include a complimentary backup size for the main item.
    • Get a Replacement: If neither the original nor the backup size works, you can request a different style within the first 48 hours of your rental period for a $12.95 fee.
    • No Replacement Possible? If a suitable replacement can’t arrive in time for your event, contact Rent the Runway customer support within 48 hours for credit toward the rental cost (minus shipping).

Receiving a Damaged Item (Rent the Runway Damaged Item)

If you receive a Rent the Runway damaged item (like a damaged dress), act quickly:

  • Membership Orders: Contact Rent the Runway support immediately for a replacement. Return the damaged item within 24 hours of ordering the new one.
  • One-Time Rentals: Notify customer service within 48 hours of receiving your order to arrange a replacement or discuss reimbursement options.
  • Purchased Items: If a purchased item arrives damaged, contact support within 7 days for refund or credit options.

Damaging or Losing a Rented Item

Accidents happen! Here’s how to handle it:

  • Minor Mishaps Covered: Your rental fee includes insurance for minor issues like small stains or snags.
  • Major Issues Not Covered: The insurance does not cover significant damage or loss. In these cases, you’ll be charged for the item—up to its retail price plus tax.

Rental Periods (Rent the Runway Rental Period)

How long can you keep your items?

  • One-Time Rentals: Choose a specific Rent the Runway rental period of either 4 days or 8 days.
  • Membership: Keep items as long as you like while your membership is active! Just remember that each item occupies a spot for future shipments.

Late Returns & Fees (Rent the Runway Late Fee)

Timeliness is crucial, especially for one-time rentals.

  • Return Deadline: Ensure your one-time rental is dropped off with UPS by 12 PM on or before its scheduled return date.
  • The Fee: If you’re late, a Rent the Runway late fee of up to $50 per day, per order can apply.
  • Non-Return: If an item is over 7 days late, RTR considers it non-returned and will charge you the current retail price, minus any late fees paid.

Cancellation and Refund Policies

Need to change your plans or return a purchase? Here’s everything you need to know about the Rent the Runway cancellation policy and the refund policy.

Cancelling One-Time Rentals (Rent the Runway Cancellation Policy)

Changed your mind about a rental?

  • When You Can Cancel: Cancel only before RTR begins preparing your order (usually 3-5 days before delivery).
  • How to Cancel: Visit “Upcoming Orders” on the RTR website or app and select “Cancel Shipment.”
  • Refund vs. Credit:
  • Cancel more than 30 days before delivery: You receive a Rent the Runway refund minus a $9.95 cancellation fee.
  • Cancel within 30 days of delivery: You receive RTR account credit, minus a $9.95 cancellation fee.

Returning Purchases for Refund (Rent the Runway Refund Policy)

For purchased items, here are the return policies:

  • Return within 7 days of delivery (if not final sale).
  • Refunds are issued to the original payment method (or as merchandise credit for gift cards).
  • A $5.95 restocking fee per item and the original shipping fee are deducted.
  • Final sale items are non-refundable.

Membership Flexibility

RTR memberships are designed to be flexible. You can pause or cancel your subscription at any time directly in your membership settings to prevent future charges.

Frequently Asked Questions (FAQ)

Got more questions? Here are answers to some commonly asked ones:

How are Rent the Runway garments cleaned?
Every rental undergoes professional cleaning using specialized methods tailored to the fabric, including high-heat steaming. Accessories and garment bags are also thoroughly cleaned.

Can I wash or dry clean the rentals myself?
No, please allow Rent the Runway’s experts to handle the cleaning to ensure proper care.

What happens if I return a one-time rental late? What is the fee?
Late returns incur a late fee of up to $50 per day, per order. If over 7 days late, you’ll be charged the purchase price plus tax.

What if my rental period ends on a weekend or holiday?
Use a UPS drop box on the due date, or drop it off at a UPS Store by 12 PM the next business day to avoid late fees.

What if my membership order doesn’t fit?
Return it in your next swap. If you need a replacement sooner, consider adding a shipment (additional cost applies).

What if my one-time rental doesn’t fit?
Use the included free backup size. If neither works, request a replacement style within 48 hours for a $12.95 fee.

What should I do if my rental arrives damaged?
Contact Rent the Runway customer service immediately to arrange a replacement or discuss refund options.

What if I damage or lose a rental item?
Minor wear is covered by the insurance. Significant damage or loss incurs charges up to the item’s value.

How long can I keep items with my membership?
Keep them as long as you want while your membership is active, but each item uses a spot for future shipments.

How long does shipping usually take for different order types?
Memberships: 2-3 business days; One-Time Rentals: shipped to arrive by your selected date; Purchases: 2-5 business days.

How much does shipping cost?
Memberships include free shipping. One-Time Rentals start at $9.95, with faster options available. Purchases ship for $6.95.

Can I ship my order to an address other than home?
Yes, you can specify a different address during checkout or in your account settings.

Does Rent the Runway ship outside the U.S.?
No, shipping is only within the U.S. (including AK & HI), and they do not ship to PO Boxes or APO/FPO addresses.

How do I return my items? Where do I drop them off?
Use the provided garment bag and prepaid UPS label. Seal the bag and take it to any UPS Store or drop box.

Is Home Pickup available for returns?
Yes, Rent the Runway home pickup is offered for membership returns in select zip codes.

What if I lose the return label or garment bag?
Request a replacement label online via Order History. If the bag is lost, any sturdy box can be used.

Do I have to return all my membership items at once?
No, return items as you wish. Keep what you love and return others when ready to swap.

How do I return something I purchased? What’s the policy?
Use the prepaid UPS label within 7 days of delivery (for non-final sale items). A $5.95 restocking fee per item is deducted from the Rent the Runway refund.

Why is there a restocking fee for purchased item returns?
This fee covers operational costs for inspecting and restocking items for future rentals.

Are purchased items returnable if they are final sale?
No, final sale items cannot be returned.

How do I cancel a one-time rental? Is there a fee?
Cancel via “Upcoming Orders” online before it’s packed (3-5 days prior). There’s a $9.95 cancellation fee.

How can I contact Rent the Runway customer service?
Primary methods are digital: Live Chat (site/app), Text 69787, or DM on social media during operating hours (M-F 9 AM-9 PM ET, Sat-Sun 9 AM-7 PM ET). For styling help, text STYLE to 69787 (M-F 9 AM-6 PM ET).

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