FAQ'S!
Do you allow try-ons?
Yes, we offer try-ons at our storefront location, any time during store hours. For our store location and hours, please visit the “Location + Hours” section of our website!
Can I reserve an item without booking?
No, we cannot reserve a specific item without the customer completing the checkout.
What if my item is due on the weekend when the storefront is closed?
If your item is due on a weekend, we ask that you return it to our dropbox located outside of the store.
Where can I pick up my order?
You can pick up your order at our storefront during our store hours.
Where can I drop off my order?
You can drop off your order at our storefront by dropping off at our front desk, or using the drop box outside of our front door.
When does my rental start/end?
Your rental begins on the first day you selected and ends on the last day you selected.
When can I pick up my order?
You can pick up your order ANYTIME during store hours on the first day of your rental. The store is open from 12-5.
What if I miss my pickup day?
No worries— you can still pick up the next day during store hours. Please note that missed pickups don’t qualify for extensions or refunds.
What if my rental is dirty/damaged when I pick it up?
If your rental is damaged or dirty, please contact us at rentessies@gmail.com within 12 hours of receiving your item. If you contact us with your dissatisfaction outside of this 12 hour window, you are no longer eligible for a refund.
You must include your name, order number, and clear photos of the item’s damage.
Please note: Minor wear such as small snags, pilling, or loose threads is considered normal for pre-worn items. This is normal for a rental item (reflected in the price) and does not qualify for a refund.
What if my rental doesn’t fit?
We do not issue refunds for sizing issues. To help avoid this, we recommend that you try on an item before booking it if you are concerned about size & fit!
Can I alter the item to fit me?
No. Any alteration to our garments is prohibited
When can I drop off my order?
You can also drop off your order ANYTIME during store hours on the last day of your rental. The store is open from 12-5. After we close, your return is considered late, so we ask that you please return your item before 5PM on the last day of your rental period.
When is my order due?
Your item is due by 5PM (store closing) on your last rental day. After we close, your return is considered late, so we ask that you please return your item before 5PM on the last day of your rental period. If your item is not returned to our store by closing on your last rental day, we will have to charge a $25 late fee. (A $5 charge will be added on each late day following the initial late day.)
Do I need to clean my rental before returning it?
No. All cleaning is handled by our team. Do not attempt to clean the garment yourself.
How do I view my order details?
You will receive an order confirmation to the email that you submitted at checkout. We also recommend taking a screenshot of the rental dates that you book in your cart, so that you have them on hand.
Does Essie's ship?
Yes, we offer shipping nationwide!
How many days should I choose to reserve my item for shipping?
If you are ordering with shipping, we REQUIRE you to select the 5 or 10 day rental period to ensure that we can deliver and receive your package on time! If you do not choose a 5 or 10 day rental period, it is not guaranteed that we will be able to fulfill your order.
Do I have to pay for return shipping?
No, we provide the return label inside of your package!
If I order(ed) shipping, when will my rental arrive?
All rentals are shipped to arrive on the first day of your rental. With this said, we recommend having your rental period start 2-4 days before your event, to ensure your package arrives on time. We cannot anticipate any problems with UPS, so please allow a few extra days before your event to be sure that you will be able to wear your item!
If I purchase an order for shipping, when do I have to ship it back?
Please ship your package back to your local UPS location on the last day of your rental. We provide a shipping label in each package to make the return shipping as fast & easy as possible!
You must ship your item back before 4:30PM, or before your local UPS dispatches its packages for the day. This ensures that we receive your item back in a timely manner.
What do I do if I lose my return label?
Send us an email and we will provide you with a new one! Please note that a lost return label is not a reason for a late return.
Do you allow refunds?
We do not allow refunds. Because 60% of an order's profit goes to the owner of the item, we are unable to give refunds after an order is placed.
Do you allow cancellations?
We do not allow cancellations for the same reason. Although, if you know that you will be unable to use your rental for any reason, you can let us know!
Can I change the dates of my rental?
Yes, if applicable. Date changes must be requested at least 2 weeks prior to the start date of your rental period. Requests made after this window cannot be accommodated, and a new rental period will need to be booked separately. (Your original order will not be refunded)
To request a date change, please email rentessies@gmail.com with your name, order number, and the desired new rental dates.
Why do I need to store a card on file?
A valid card must be stored to complete your rental. This card may be charged for late fees, damage, lost items, or other applicable charges as outlined in our Terms of Service.
HOW ARE PRODUCTS PRICED?
Pricing is generally set at 10% of retail, with some pricing changes applied to select luxury, delicate, limited-edition, or highly sought-after pieces.
