Rent the Runway customer service can help with clothing memberships, one-time event rentals, billing, membership cancellations, returns, late fees, deliveries, damaged items and account problems. The company’s current general support options emphasize chat, text and social messaging rather than telephone support.
How to Contact Rent the Runway Customer Service
- Chat: Rent the Runway Contact Us
- Text support: 69787
- Support hours: 9:00 AM-6:00 PM Eastern Time, Monday-Sunday
- Customer-service email listed in RTR Terms: help@renttherunway.com
- Phone listed in RTR Terms for account/payment matters: 1-800-509-0842
- Instagram support: @renttherunway
- Facebook: Rent the Runway
- Help Center: Rent the Runway FAQs
- Corporate office: Rent the Runway, Inc., 10 Jay Street, Brooklyn, NY 11201
- Corporate telephone: 212-524-6860
- Official website: RentTheRunway.com
Rent the Runway’s current Contact Us page directs customers primarily to chat, text and social messaging. The 1-800-509-0842 number remains in the company’s current Terms of Service but is not promoted as the main general-support channel.
Best Rent the Runway Support Route by Issue
- Membership cancellation: Sign in and use Manage Plan on the Membership page.
- Membership billing: Review the billing date and membership settings, then contact support if a charge appears incorrect.
- One-time rental problem: Use chat or text as soon as possible, especially when the rental is needed for a specific event.
- Wrong size or poor fit: Review the replacement options immediately because event-rental replacement deadlines can be short.
- Rental return: Use the prepaid return label and the shipping carrier specified by RTR.
- Lost return label: Request a replacement label through Order History.
- Late rental: Return it immediately because late fees can accumulate quickly.
- Damaged item: Return the item and contact support if the damage is significant or existed when it arrived.
- Missing delivery: Check Order History and carrier tracking, then contact RTR if the shipment cannot be located.
Information to Have Before Contacting Rent the Runway
- Rent the Runway order number
- Email address associated with the account
- Membership plan, if applicable
- Billing date and disputed charge amount
- Product name, designer and size
- Rental start and return dates
- UPS tracking or return-drop-off confirmation
- Photos of an item that arrived damaged or in unexpected condition
- Previous chat, text or email correspondence
- The resolution requested, such as replacement, credit, billing correction or cancellation
How Rent the Runway Memberships Work
Rent the Runway offers recurring clothing-subscription plans in addition to one-time rentals.
Membership charges automatically renew on the customer’s billing date unless the membership is paused or cancelled.
Members can keep rented items while the membership remains active. An item continues to occupy a membership spot until the customer decides to return or swap it.
When swapping:
- Select the items you want to return.
- Choose the next shipment.
- Follow the return deadline displayed by Rent the Runway.
- Send the selected items back using the approved return method.
Check the current Rent the Runway How It Works page before joining because plan prices, shipment counts and promotional offers can change.
How to Cancel a Rent the Runway Membership
Rent the Runway allows customers to cancel their membership through their online account.
To cancel:
- Sign in to Rent the Runway.
- Open the Membership section.
- Select Manage Plan.
- Follow the cancellation steps.
- Save the confirmation.
Cancellation generally takes effect at the end of the current paid billing period. Rent the Runway states that membership fees already paid generally are not refunded.
Pausing a Rent the Runway Membership
Rent the Runway may allow members to pause rather than cancel a subscription.
Pause options can differ depending on whether the customer wants to keep rental items during the pause.
If selecting a pause without items, rented merchandise generally must be returned before the applicable billing date. If the merchandise is not returned in time, additional pause-with-items charges may apply.
Rent the Runway provides the reactivation date when a membership is paused. Once the membership resumes, the new reactivation date can become the new recurring billing date.
Review the current terms shown in Manage Plan before confirming a pause.
Rent the Runway Recurring Billing
A Rent the Runway membership automatically renews until it is paused or cancelled.
The payment method on the account is charged on the recurring billing date for the applicable membership plan, taxes, shipping charges or other applicable fees.
Promotional membership pricing can end after the promotional period, at which point the normal membership rate may begin.
If you do not want another recurring charge, cancel or pause the membership before the current billing period ends.
After making a change, save the confirmation and verify the membership status in your account.
Rent the Runway One-Time Event Rentals
Customers do not need a recurring membership to rent an outfit for a special event.
Rent the Runway currently offers one-time rentals for periods of approximately:
- 4 days
- 8 days
Customers choose their event dates when booking. RTR says event rentals can generally be reserved several months in advance.
One-time rentals include a prepaid return process, and many styles include a backup-size option.
Review the Rent the Runway One-Time Rentals information for current deadlines and fees.
Changing a One-Time Rent the Runway Order
Rent the Runway allows certain changes before an event-rental order enters packing.
RTR says it typically begins packing an order approximately 3 to 5 days before the rental start date.
Before packing begins, eligible changes can include:
- Changing the rental start date
- Changing a size
- Adding an accessory
- Updating the shipping address
Once packing has started or the order has shipped, these changes may no longer be available.
For a time-sensitive wedding, vacation, party or other event, check the order well before the packing window.
Canceling a Rent the Runway Event Rental
One-time rentals generally can be cancelled only before RTR has prepared and packed them for shipment.
Current cancellation terms include:
- More than 30 days before delivery: Refund to the original payment method, less a $9.95 cancellation fee.
- Within 30 days of delivery: Rent the Runway account credit, less a $9.95 cancellation fee.
RTR states that reimbursements can take approximately 3 to 5 business days to process after an eligible cancellation.
If the Cancel Shipment option no longer appears, the order may already be too far into processing to cancel online.
What If a Rent the Runway Rental Does Not Fit?
For one-time event rentals, RTR currently offers a replacement option when the original style does not fit.
The company says customers generally need to request a replacement within the first 48 hours of the rental period. A replacement currently carries a $12.95 shipping charge plus tax.
If RTR cannot provide an appropriate replacement in time for the event, it may provide an account credit for the order cost less shipping when the request was made within the required period.
Even when a replacement is sent, the original rental must still be returned by its original deadline to avoid late fees.
How to Return Rent the Runway Rentals
Rent the Runway provides prepaid return packaging with rentals.
For a standard UPS return:
- Place the rentals in the Rent the Runway garment bag or appropriate packaging.
- Include accessory dust bags or boxes when applicable.
- Insert or attach the prepaid return label.
- Close the package securely.
- Drop it off with UPS by the required return deadline.
If the return label is missing, go to Order History and request a replacement.
Use the carrier specified on Rent the Runway’s return label. Using another carrier can create tracking problems or delays for which RTR may not accept responsibility.
Rent the Runway Home Pickup
Complimentary home pickup is available for certain membership customers in eligible ZIP codes.
If the option is available, Rent the Runway prompts the member to schedule a pickup after confirming a new membership shipment.
Customers can also check the RTR app for the home-pickup option.
Home pickup is not available everywhere and is primarily a membership feature, so confirm availability before relying on it for a return deadline.
Rent the Runway Late Fees
Returning rented merchandise on time is especially important for one-time event rentals because the same item may already be reserved for another customer.
Rent the Runway currently says event-rental returns must be handed to the specified carrier by the stated deadline.
For late event rentals, RTR can charge up to $50 per day per order.
If a rental remains unreturned seven days after its return date, Rent the Runway says it can treat the merchandise as a non-return and charge the then-current purchase price plus tax, taking previously collected late fees into account.
Do not leave a time-sensitive return with a hotel, friend, mailroom or another third party and assume that it has been returned. Keep carrier proof showing when the package was accepted.
Sunday and Holiday Return Deadlines
If a rental period ends on a Sunday or observed holiday when a UPS Store is closed, Rent the Runway currently allows customers in applicable situations to drop the return at a UPS location by noon on the following day without incurring a late fee.
A UPS drop box may also be available on the original return date.
Check the specific return deadline in your order because the terms attached to that rental control.
Damaged or Lost Rent the Runway Items
Rent the Runway’s rental coverage includes ordinary wear and tear and minor mishaps.
Significant damage, loss and theft are treated differently. RTR’s current terms allow the company to charge for serious damage or loss, potentially up to the applicable purchase, original retail or comparable value depending on the situation.
If an item arrives already damaged:
- Photograph it immediately.
- Do not attempt a major repair or alteration.
- Contact Rent the Runway promptly.
- Keep the packaging and order information.
Rent the Runway handles normal cleaning and repairs, so customers generally should not dry-clean or alter rental merchandise themselves.
Purchased Rent the Runway Items
Rent the Runway also sells some merchandise rather than renting it.
Not every purchased item is returnable. Current RTR Terms state that certain purchased merchandise may qualify for return subject to the return rules displayed during purchase, while products marked Final Sale cannot be returned.
Eligible returns may also be subject to a restocking fee.
Check the item’s status and current return instructions in your account before sending a purchased product back.
How to Escalate a Rent the Runway Customer Service Problem
- Begin with chat, text 69787 or another contact option on the official Contact Us page.
- Provide the order number and account email privately.
- Explain the issue in a short timeline, including rental, billing and return dates.
- For delivery or return problems, provide carrier tracking information.
- For item-condition problems, provide photographs when appropriate.
- Ask for written confirmation of any credit, billing correction or membership change.
- Keep chat transcripts, text messages, carrier receipts and account screenshots until the problem is resolved.
For an account or payment-authorization problem, Rent the Runway’s current Terms also list help@renttherunway.com and 1-800-509-0842.
Rent the Runway Reviews and Complaints
CustomerServiceNumbers.com currently displays a Rent the Runway rating of 0 out of 5 stars based on 0 reviews.
There are currently no customer reviews on this page, so there is not enough CustomerServiceNumbers.com feedback to identify reliable positive or negative customer-service trends.
What to Include in a Rent the Runway Review
Helpful reviews can describe:
- Membership billing or cancellation
- One-time event rentals
- Sizing or replacement support
- Delivery timing
- Rental condition
- Returns or return tracking
- Late-fee issues
- Damaged or lost items
- Chat, text or other customer-support response time
- Whether the promised resolution was completed
Privacy Warning for Rent the Runway Reviews
Do not publish your order number, account email, home address, telephone number, payment information, tracking number, account password or other sensitive information in a public review.
Crop addresses and identifying information from shipping labels, order screenshots and return receipts before posting photographs.
Provide account-identifying information privately through Rent the Runway’s official support channels.
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Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information website and is not affiliated with Rent the Runway, Inc., UPS, any designer or any payment provider. Rent the Runway does not provide customer support through this website.
Support options, hours, membership prices, billing terms, replacement fees, cancellation rules, return deadlines and late fees can change. Contact Rent the Runway directly or review its official Help Center and Terms of Service for decisions concerning a specific rental or membership.