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FREQUENTLY ASKED QUESTIONS
How It Works: Rent the Runway BasicsBACK TO TOP ▲
What Is Rent the Runway?
Rent the Runway is a company with a mission – to democratize fashion and empower women to feel beautiful every day. We work directly with over 170 designers to provide access to rent dresses, accessories, and more for just a fraction of the price.
How do I become a Member?
Rent the Runway membership is free, and you can sign up here.
How do I rent from Rent the Runway?
  1. Search the closet of your dreams! Enter your zip code, size and event date up to 4 months in advance and our calendar will help find available dresses and accessories. You can book rentals for a 4 or 8 day period.
  2. Receive the dress via UPS or courier service (Manhattan shipping addresses only) at your home, office or hotel.
  3. Return the dress by noon on the last day of your rental. Drop your pre-paid return envelope at your nearest UPS location or in any United States Postal Service blue mailbox based on return method chosen at checkout.
How do I pick the perfect dress?
  1. Know what you want? Use our search filters to help you narrow down your choices by trend, color, body type or designer.
  2. Need some advice? Contact our Go-To Girls'. We know the RTR closet inside and out.
  3. Need some more info? Find fit and measurement details on the "Size and Fit" tab of each dress page. You can use the "Find Women Like Me" function on Our Runway to view customers in dresses with similar body types to you.
When should I book a reservation?
We accept reservations up to 4 months in advance and we recommend that you schedule your order to arrive 1-2 days before your event. We also offer same day delivery to most of Manhattan and next day everywhere else in the country.
We guarantee delivery by 8pm on the day you select your order to arrive.
What are My Hearts?
If you see a dress or accessory you love, click on the small heart in the right hand corner of the product image. This saves your favorites so that you can easily compare and find dresses/accessories at a later date.
How do I earn rental credits?
For each friend you invite, we will credit your Rent the Runway account with $20 after your friend's first rental order has been placed and shipped. Click here to send invitations now!
Who cleans the dresses?
We take great care to clean the dresses. Each item is dry cleaned and processed before it is sent directly to you.
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 wrapped in a garment bag. If you receive a dress with slight creases, please try steaming the garment on low heat or contact a Go-To Girlfor advice on how to correct it.
What if I accidentally stain or damage the dress?
We understand that some wear and tear may be inevitable. Our dry cleaner can take care of most minor damage; the $5 insurance charge will cover these types of situations. Significant damage and theft is not covered under insurance.
How do I purchase a Rent the Runway gift card?
You can purchase a classic or E-gift card for your family and friends here. Please note there are no refunds for gift cards.
What is the clearance sale?
Our clearance sale is an opportunity for you to purchase and own select designer styles in like new condition at up to 75% off the retail price.
When is the clearance sale held?
We typically hold clearance sales twice a year. Keep an eye out for emails announcing clearance sales.
How does shipping for the clearance sale work?
Shipping on clearance sale items ONLY is $5.95 for standard UPS ground shipping which can take up to 7 business days. If you order a clearance item and a rental order in the same transaction, you may choose to include your clearance items in your rental order at no additional fee.
Can I return a clearance item?
All clearance items are final sale and non-returnable.
Fit & StyleBACK TO TOP ▲
Who are the Rent the Runway Go-To Girls?
Our Go-To Girls' are fabulous fashionistas ready to take the intimidation factor out of the designer experience. Uncertain about what's appropriate, how it will fit or if you are more of a Calvin or Thakoon kind of girl? Let our trained Go-To Girls' work with you to figure out what works best for your style, body and upcoming events. Not ready to rent but want advice on what will work best for your shape? Our Go-To Girls' have been trained in the science of dressing for your body thanks to Stacy London and the Style for Hire program. Give us a try, you won't be disappointed! Meet our Go-To Girls' here.
What is a back-up size?
We offer a free second size with each order to encourage the best fit. If the back-up size for the dress you want isn't available, you can also rent a second dress style in the same or lower price tier for just $32.50.
What is a second style?
Double the fun and rent a second style for just $32.50! 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. Give yourself some options for your big night out, or step out in style for two different events.
We know everyone's body is different, which is why we have a few ways to help you find the perfect outfit for your special event:
  • Consult a Go-To Girl—we're your fit experts. Contact us for a second opinion.
  • Select a free second size for one dress per order
  • Order a $32.50 "back-up" dress so you have an additional options
  • Check the size and fit notes and read the user reviews to see if the dress is suited to your body type
In most cases, we can overnight you another dress in time for your event. Call our Go-To Girls' immediately at 1.800.509.0842.
We issue merchandise credits less the cost of shipping, accessories and saleable items for fit returns in the following scenarios:

  1. You reserve only one dress and it does not fit.
  2. You reserve more than one dress and none of them fit. If any of the dresses in your order fit, we consider this a successful rental.

We do not issue partial credits or credits for accessories or intimates.

If your dress(es) do not fit, fill out our Return for Fit Request Form located in the My Orders section of your RTR account immediately upon receiving your entire order to process the return. Use the pre-paid shipping envelopes and return everything back to us within 24 hours of receipt. Merchandise credits never expire.
How do I exchange my dress?
If you receive your dresses and need an alternate size or just want a new look, contact us right away so we can ship you another available style in the same price tier for just the cost of shipping.
Placing An OrderBACK TO TOP ▲
How long is a rental?
We offer 4 or 8-day reservations. We recommend you book your order to arrive 1-2 days prior to your event. For example, if your event is on a Saturday, select the dress to be delivered on Thursday.
There are a few reasons why your promotion code may not be working:
  • The promotion has expired
  • Order does not meet minimum value requirements
  • Our promotion codes are case sensitive; copy and paste the code directly from the email
  • Only one promotion can be added to each order; gift cards and promotion codes cannot be combined
  • You selected "Gift Card" and not "Promo Code" when checking out
If none of the above reasons apply, please contact a Go-To Girl and we can troubleshoot with you.
How do I use merchandise credit?
Upon checking out, any merchandise credit on your account will automatically be applied to your shopping bag. If you do not use the entire credit the remainder will be stored on your RTR account for future purchases. Merchandise credits do not expire and can be used towards purchase of anything on the site.
Was I charged twice?
Your credit card will only be charged once when you place your reservation. The other transaction is a pending authorization, a common bank practice to ensure sufficient funds and account authenticity. This authorization will clear usually within 48-72 hours. If you need help speeding up the process you should contact your bank directly.
Why was my card declined?
If you receive a notification that your credit card was declined, please make sure to confirm the billing zip code you entered on your order is the same as what your bank has on file.
Where can I find my order number?
Your order number is located under your My Account page. Select "My Orders" on the left hand side of your account. Please reference this number if you need to contact a Go-To Girl at any time.
Can I make a change to my order once it has been placed?
Contact our Go-To Girls; to make any adjustments to your order. As long as the order has not been packed for shipment, we'll happily change whatever you need.
How do I cancel an order?
Contact our Go-To Girls' and we'll be happy to take care of it for you—just let us know as soon as possible! If you cancel 30 days or less from your rental start date, you will receive a merchandise credit which is good towards a future rental or purchase.

If you cancel more than 30 days from your rental date, you will receive a full refund back to your credit card.
How can I change my email/password?
Go to your My Account page, select "My Profile" on the left hand side of your account then scroll down to update and change your password. To change your email address, please contact a Go-To Girl and we will update your account.
Shipping: Delivery & ReturnBACK TO TOP ▲
What are my delivery options?
We deliver via UPS to most parts of the country. Our system automatically selects the least expensive shipping option for you based on arrival date. In Manhattan, we deliver all rentals via courier. Please remember we guarantee delivery by 8pm. UPS deliveries do not require a signature however, all courier orders within Manhattan do require a signature upon delivery.
How much does shipping cost?
Standard delivery is just $9.95.
Outside of Manhattan, next-day or Saturday delivery costs $35. In Manhattan, same-day, next-day and Saturday courier delivery is $25.
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.
Do you ship to P.O. boxes?
No—please enter a valid residence, company or hotel address for a successful delivery.
Can you deliver to a hotel or another address besides my home?
Yes! If you're shipping to a hotel, please put the hotel name in the company field and the reservation guest as the attention. Please make sure the hotel concierge is expecting your delivery.
Is a signature required for delivery?
Our UPS packages do not require a signature for customers outside of Manhattan. Manhattan customers are required to sign for deliveries, so be sure to address your package accordingly. Concierge, mailrooms and front desks are able to sign on your behalf.
What time will my dress arrive?
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.
If you are receiving a Manhattan courier delivery and would like to specify a delivery time window, please contact a Go-To Girl a few days before your start date. We will do our best to meet your request.
How do I return my order?
Returns are hassle free. Simply follow these 3 easy steps:
  • Check your My Account page to confirm your rental return date.
  • Packing your order: Place your order in the provided pre-paid envelope and accessories in their matching bar-coded packaging. The garment bag and hangers are yours to keep.
  • Shipping your order: Send back the enclosed pre-paid return envelope(s). We take care of the dry-cleaning!
On that day, please drop the return envelope at your nearest UPS location. Your package will be postmarked the following business day and will arrive back to us on time.
How long does it take to process my return?
We receive most returns within 2 business days and we'll email you to confirm when your order arrives back. If your return is early due to fit and you filled out your Return for Fit Request Form, your merchandise credit will be processed within 5-7 business days of receiving your entire order back in our warehouse.
Can I exchange or return my intimates or beauty product purchase?
Intimates or beauty products cannot be returned or exchanged for hygienic reasons. If you need assistance in selecting the perfect intimate for your dress, please contact a Go-To Girl before placing your order.
Can I exchange or return my shoe purchase?
Shoe returns must be processed and returned separately from rentals. Please contact a Go-To Girl to initiate your return process and request a free return shipping label. Postmark your return within 15 days of receiving it for a full merchandise refund.
What if I return my order late?
A late return is subject to late fees at the rate of $50 per day for every day that your order is late. You can read our complete late fee policy here.
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.
New York ShowroomsBACK TO TOP ▲
Where are the showrooms located?

Rent the Runway at Henri Bendel
713 Fifth Ave
Henri Bendel, 2M
New York, NY 10019

Rent the Runway Soho
163 Varick Street
4th Floor
New York, NY 10013
What are the showroom hours?

Rent the Runway at Henri Bendel
Monday-Saturday: 10am-8pm
Sunday: 12pm-7pm

Rent the Runway Soho
Wednesday-Friday: 11am-8pm
Saturday: 10am-8pm
Sunday: 11am-6pm

Please visit our website for updates on seasonal hours.
How do I contact the showroom?
Phone Number: 212.315.5917
Email Address: showroom@renttherunway.com
Website: www.renttherunway.com/showroom
How do I book an appointment?
You can schedule your 45-minute appointment here.
Do I have to book an appointment?
At our showroom inside Henri Bendel, we can accommodate appointments and walk-ins. But at our Soho showroom, we only accept appointments.
What are the benefits of booking an appointment?
You'll have a one-on-one, 45-minute styling experience (and you'll avoid wait times). Plus, your Go-To Girl (an experienced stylist) will curate a fabulous assortment of designer dresses based on the info you give us when booking.
Do I have to pay a fee to reserve my appointment?
Yes. To secure your appointment, we require a $25 deposit. This can be used toward your dress rental at the showroom or toward a future rental (either online or at the showroom).
What do I need to do before my appointment?
Please complete our Style Assessment at least 3 business days before your appointment so we can understand your style and fit needs. Your Go-To Girl (an experienced stylist) will curate a fabulous assortment of designer dresses based on your feedback.

Note: Showroom inventory is dependent on availability. We do not guarantee that your requested styles will be available at your appointment, but we'll have a curated selection of similar styles ready for you to try on.
What's the cancellation policy?
Late Cancellations and No Shows: Cancellations made within 4 days of your appointment and no shows are not eligible for a refund or store credit.

Reschedule: If you need to reschedule your appointment please do so at least 4 days before your appointment by contacting us. If you reschedule within 4 days of your appointment you'll be charged a $25 change fee, which will be applied as credit to your account along with your original booking fee.
Can I bring friends?
Yes! Bring them to our showroom inside Henri Bendel (the Soho showroom features a more cozy, one-one-one atmosphere). If your friends want to try on dresses, they can either make a Solo Styling Session appointment, or you can book a Styling Session with a Friend ($50 deposit).
Can I schedule a group appointment?
Yes. To schedule a group appointment for 2-4 people, select the number of people from the "How Many Guests" drop-down menu when booking your appointment.

To schedule a group appointment for more than 4 people, please email us or call us at 212.315.5917. The deposit and time will be determined by the Showroom Coordinator based on the number of people and occasion.
Can the showroom accommodate a bridal party?
Yes. Our Go-To Girls specialize in styling women for ALL of life's events, including bachelorette parties, pre-wedding events, and more. To schedule a group or bridal appointment, call 212.315.5917 or email us.
Can I leave with my showroom rental?
Definitely! We encourage you to rent on the spot.
How do I return my rentals?
You can drop them off at Henri Bendel or ship them back to us in the pre-paid return envelope you received with your rental (just drop it off at any UPS drop box).
Do I have to be a certain age to attend an appointment?
Customers 17 years old and under must be accompanied by a legal guardian.
What forms of payment do we accept?
All major credit cards with a U.S. billing address. Rent the Runway is not able to accept cash or credit cards with an international billing address.
Rent the Runway at The Cosmopolitan of Las VegasBACK TO TOP ▲
Where is the showroom located?
On the 2nd floor of The Cosmopolitan of Las Vegas (in the retail shopping area)

Rent the Runway at the Cosmopolitan of Las Vegas
3708 Las Vegas Blvd. South, Floor P2
Las Vegas, NV 89109
What are the showroom hours?
Monday - Wednesday: 11am-10pm
Thursday - Saturday: 10am-11pm
Sunday: 12-9pm
How do I contact the showroom?
Phone Number: 702.698.2500
Email Address: vegas@renttherunway.com
Website: www.renttherunway.com/showroom
Do I have to book an appointment?
No, we accommodate walk-ins and appointments.
What are the benefits of booking an appointment?
You'll have a one-on-one, 30-minute styling experience (and you'll avoid wait times). Plus, your Go-To Girl (an experienced stylist) will curate a fabulous assortment of designer dresses based on the info you give us when booking.
How do I book an appointment?
Visit our booking page to book an appointment.
Do I have to pay a fee to reserve my appointment?
No, the styling session is free!
Do I need to do anything before my appointment?
Just log into your Rent the Runway account and fill out your profile – that way we have your fit details.
The time I want is booked. Is there a waitlist?
There isn't a waitlist, but swing by the showroom and we'll do our best to accommodate you.
Can I bring friends?
Yes! If your friends want to try on styles from our dream closet too, they can book an appointment or walk in.
Can the showroom accommodate groups?
Yes. Our Go-To Girls specialize in styling women for ALL of life's events, including bachelorette parties, pre-wedding events, and more. To schedule a group appointment, call 702.698.2500 or email us.
Can I leave with my showroom rental?
Definitely! We encourage you to rent on the spot.
Where do I drop off my dresses and accessories?
Drop off your items at our store inside The Cosmopolitan located on 3708 Las Vegas Blvd. South, 2nd Floor. Or put the items in the pre-paid return envelope you received with your rental and drop it at any UPS drop box.
What's the cancellation policy?
If you need to reschedule or cancel your appointment, call us 702.698.2500 or email us.
What forms of payment do we accept?
All major credit cards. Rent the Runway is not able to accept cash.
Do I have to be a certain age to attend an appointment?
Customers 17 years old and under must be accompanied by a legal guardian.
How can I work at Rent the Runway?
Check out the available opportunities here.

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