Your first rental order
Can I keep the garment bag my order came in?
Unfortunately, no. We need your Rent the Runway garment bag back to power other customers' rentals. If your garment bags are not returned with your Reserve order or before you cancel your membership, you will be charged $50 for each bag. All accessory bags must also be returned to RTR to ensure your items are scanned as returned and avoid a $10 fee.
Clothes can be returned with or without the hangers and plastic dry cleaning bags. If you hung onto them, send them back and we'll recycle them!
When will my order arrive?
Your delivery date will be confirmed before checkout. Check your email for confirmation your order has shipped and to locate your tracking information. Deliveries are made between 8am and 10pm during weekdays. 4 or 8-day Reserve rentals may be delivered on Saturdays. If possible, we recommend shipping same-day deliveries to a residential location since our delivery window is until 10 PM in NYC / 9pm in DC and the delivery window for commercial buildings is 5pm.
How do I use merchandise credit?
Upon checking out, your merchandise credit will be automatically applied to your bag. If you don't use the entire credit, the remainder will be stored in your RTR account for future purchases. Merchandise credits don't expire and can be used toward the purchase of anything on the site.
When will my card be charged?
You're charged at the time you make your reservation or confirm your order for your membership.
For members, your card on file will be charged monthly on your bill date for your membership fee. You will also be charged for any extra spots you choose to add to your plan.
Why isn't my promotion code working?
Why is my order not processing?
If you receive a notification that your credit card was declined, please make sure to confirm that the billing address and zip code you entered on your order is the same as what your credit card company has on file.
What is a heart? Why should I heart items?
Watch our how-to video to learn more about hearting:
Hearts are a way to remember your favorite items you're interested in renting now and later. When you see something you want - heart it! This will help you organize your favorites and make picking even easier. Hearting also helps us learn your style preferences. Over time, your closet will reflect what you heart, rent and rate. By taking into account your feedback we can serve up style recommendations tailored to you!
How do I choose the perfect outfit?
If you know exactly what you want: Use our app and site filters to help you narrow down your choices by occasion, color, body type, designer and more. Love a style but need more info: Read customer reviews and view their photos. Find fit and measurement details on the "Size and Fit" tab of each dress page.
Can't decide and need styling advice: Email a stylist at concierge @