Frequently Asked Questions

Your latest delivery date will be confirmed before checkout. Check your email for confirmation that your order has shipped and to locate your tracking information. Deliveries are made between 8pm and 10pm during weekdays, or between 11am and 10pm on weekends. You will receive a notification at least one day in advance of your delivery date and time.

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 MER account for future purchases. Merchandise credits don’t expire for at least 12 months from the date of purchase and can be used toward the purchase of anything on the site.

You’re charged at the time you make your one-time rental reservation or confirm your order for your membership. For members, your card on file will be charged if the credits aren’t enough to cover for your purchase.

There are a few reasons why your promotion code may not be working:

• • The promotion has expired

  • The 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

  • If none of the above reasons apply, please contact us at help@myethnicrentals.comand we’ll help you find the issue

If you receive a notification that your credit card was declined, please make sure to confirm that the billing address and postal code you entered on your order is the same as what your credit card company has on file.

If you are having trouble with the zipper on your item, please contact us at help@myethnicrentals.com.

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. Can’t decide and need styling advice: Email a stylist at help@myethnicrentals.com.

Go to your “My Account” page, select “My Profile” on the left side, then scroll down to update and change your password. To change your email address, please contact us and we’ll update your account.

Yes. You can choose from any of the styles that we offer on our site for your bridesmaids to wear!

We offer fabulous dresses some of which can definitely be used as wedding dresses for rent; feel free to choose from any of the styles that we offer on our site for your big day!

We want to make sure that reviews are helpful for our community, that’s why we take the time to read every single one! Sometimes it may take some time for your review to go through the approval process.

We generally do not approve reviews that include:

• Profane, aggressive, or otherwise inappropriate language.

• Photos in which people are not fully-clothed.

• Any photos of children whatsoever (for privacy and safety reasons).

• Promotions for, or comparisons with other services or brands.

• Contact information or promotional material.

• Content that may be detected as spam.

• Questions or feedback regarding issues with a specific order or shipping.

Reviews that include order-specific information will not be approved, as they don’t contribute to the larger community’s experience with their own orders. But that doesn’t mean we don’t want to help! For any questions or feedback on quality, shipping issues, or anything else, please contact us at help@myethnicrentals.com.

A good review can make or break someone else’s decision to rent a certain item.

Try answering some of these questions to make your review extra helpful:

• Why did you rent the item? Fun pattern? Elegance? What was on your mind when you chose it?

• Where did you wear the item? A Marriage invite? Night out? Night in? Friend’s house for a routine get-together, where you blew everyone away? No event is too big or small.

• How did you style the item? Does it pair well with anything? Got any shoe suggestions? Any additional details you include can help others complete their outfits.

• How did you feel when wearing it? Fabulous? Stunning? Itchy? Stiff? We want to hear it all. How did the item fit?

• Do you have any advice that you wish you’d known before you rented it? Was the waist too roomy or the length just right? Was there anything about the item that was surprising to you? Was the fabric stretchier than you anticipated? Color not as expected? Straps too long, or not enough? Include as much detail as you can.

• Who would you recommend (or not recommend) this item to? Which event is this item perfect for?

Let other members know! Want to make your good review great? Add a photo!

Including a photo of yourself wearing each item is one of the best ways to help other people know what to expect.

Your photo should:

• Show you wearing or using the item so other members can see how it fits, or its size.

• Be of good quality

• Not have any children in it

• Not have any inappropriate content (Make sure to double-check what’s in the background of the image before posting).

At this time, we offer the ability to purchase ethnic wear for girls/boys that are 4-11 years old. We are continuously adding new categories to fill our subscribers’ needs. If you have feedback or product recommendations, please email our team (help@myethnicrentals.com).

At this time we do not offer Kids’ clothing for rent; it is only available for purchasing. Parents and guardians of children can purchase kids clothing for your child by clicking on the Kids sectio on the home page and following the same processes for transacting as they do for rentals.

We understand size can be tricky. If you receive the Kids item(s) and they do not fit, please contact us by emailing help@myethnicrentals.com. We will work with you to get you a size that works for your child, or find an alternate solution.

As an extra layer of security, My Ethnic Rentals may send you an email with a one time code to help confirm it’s really you when signing in.

If you received this email, but didn’t try to sign in, we recommend that you reset your password. To change your password, go to your “My Account” page, select “My Profile” on the left side, then scroll down to update and change your password.

My Ethnic Rentals may send you email notifications about changes made to your account, such as email, password, address, or payment information. These notifications are an extra security measure that can help alert you to potentially unauthorized access to your account.

If you received this email, but didn’t make the change, we recommend that you reset your password. To change your password, go to your “My Account” page. We also recommend that you review your account for other unauthorized changes and any unrecognized activity or purchases. If you see an order you have not placed, please contact us and your payment provider immediately.

We take your security seriously and have compiled some tips below on how you can best protect your account:

1. Password Strength: We recommend that you create a password unique to Rent that Runway that you do not use on other sites or apps. We recommend your password be at least 10 characters long, but the longer the better, with a combination of uppercase and lowercase letters, numbers, and symbols. We like the use of passphrases and also recommend using a password manager to securely help you keep track of all your passwords.

2. Report Suspicious Activity: Contact Us if you notice any suspicious or fraudulent activity on your account.

3. Phishing: Phishing is the fraudulent attempt to obtain sensitive information or data, such as usernames, passwords and credit card details or other sensitive details, by pretending to represent a website or company you trust online. Phishers may create fake websites that look like My Ethnic Rentals’, or send emails or text messages that imitate us and ask you for personal information. My Ethnic Rentals will never ask you to enter your personal information in a text or email. This includes credit or debit card numbers, bank account details, or passwords. If you receive a text or email with a link that you don’t recognize, do not tap or click it. If you accidentally did, do not enter any information. When in doubt, go directly to our website at www.myethnicrentals.com. Phishers can’t get your information unless you provide it. So delete the email or text. If you did enter information, we recommend you reset your password by visiting www.myethnicrentals.com, and going to your “My Account” page.

4. General Security: Keep your computer up to date with the latest patches for all the software you are running. Run antivirus software and make sure it is running the latest versions. Do not enter sensitive information while on public hotspots.

5. Report Security Vulnerabilities: If you believe you’ve found a security vulnerability on our website or app, please let us as quickly as possible be emailing us at help@myethnicrentals.com. We ask that you do not disclose the vulnerability publicly and give us the opportunity to fix it to protect all our users. We appreciate your help as we do our best to address the issue in a timely fashion.

If you can’t find the password reset email, check if the email is in your spam/junk mail folder or your Social / Promotions tabs on Gmail. If you still can’t find it, add help@myethnicrentals.com to your address book or safe list and reset your password again.

Pack up your rentals in the box you received the item in. Make sure to package each accessory in the protective bag or jewelry box you received with your order. Clothes can be returned without the plastic coverings or hangers. Once you’ve packed up, swap the shipping label in the front of your box and take it to the shipping carrier specified on your return label or any MER Drop-Off location.

Members are charged a one time membership price at the time of purchase. Membership benefits are valid for 12 months or as stated in the package. Memberships are not renewed automaticallyl.

We understand that some wear and tear may be inevitable. We recommend buying the $10 Rental insurance to cover minor stains and damage. However, significant damage, loss of the item, and theft aren’t covered under the wear and tear fees. If the item is damaged beyond repair or never returned, you may be responsible for the full retail price of the item. See our Terms of Service for more details.

If you receive a damaged item in your order, we’ll get you a replacement right away. Please try items on immediately upon receiving your order. The sooner we know there’s an issue, the sooner we can get you a replacement.

If an item is damaged, please contact us with a photo of the item you received and we’ll send you a replacement immediately. After you contact us, return the damaged item in the provided box as soon as possible so we can have the item repaired for the next customer.

Items are always on the move! When something you see is unavailable, it’s either currently being rented by another member, or has not been posted to all members yet. Feel free to wishlist it and check back when you’re building a later shipment —but don’t limit yourself! We recommend wishlisting any item you think you might want to wear in the future so that you have lots of items lined up that you’re excited about to pick from.

Our QA team reviews every order thoroughly before it ships out. If you’re missing part of your order, it’s possible it could have been sent in more than one package. Please review the delivery details of your order to confirm if there is more than one tracking number associated. If one or more items still did not arrive in your shipment, please contact us and we’ll get you a replacement right away.

We do our very best to ensure that all items you selected are included in your order.

On rare occasions, an item may become unavailable for reasons like being returned late by the previous renter or it did not pass our final quality assurance check. We make sure to alert you as soon as we know this occurred and will credit your account with the amount deited earlier for the purchase/rental.

Items are considered late if MER does not receive your item(s) from you by the date your cancellation takes effect (this will be your last bill date, or your “Product Return Date”).

If MER does not receive item(s) from you, late fee(s) will be deducteded from your deposit for each item that is not returned. You will be charged up to 100% of the MER price for the items you rented, plus applicable sales tax.

Late Fee Policy Details for Cancelled Memberships:

• Returns must be dropped off with the shipping carrier noted on your return label by 12 p.m. on or before the Product Return Date (if your return date falls on a statutory holiday, it is the next business day). This ensures that your package will be scanned by the return carrier by the next day and returned to us on time. We will not cover additional fees incurred due to international shipping.

• Please note that you are liable for any late fees incurred, regardless of any third party involved with the return. Do not leave your rentals with any third party (for example, your hotel, mailroom or friend) for return.

• If you lose your return packaging*, you are responsible for returning the item at your own expense by the expected return date, and providing My Ethnic Rentals with a tracking number. Returns should be sent to the following address: My Ethnic Rentals 1601-10 Bloorview Place, Toronto, ON M2J0B1.

• Late fee(s) are payable for each item that is not returned when due.

• If you have not returned a rental item within 7 business days after your Product Return Date, your late return will be considered a non-return and My Ethnic Rentals will keep the deposit and issue a payment notification for the MER price for each item minus previously paid late fees adjusted for the deposit. Please note that the MER price for the items you rented fluctuates. If you do not return your rental items, you would be charged the MER price for the items on the 7th business day after your Product Return Date. The MER price on that date may be lower or higher than the days prior.

If you’re interested in becoming a member, we offer 2 plans, which offer upto 2.5x value and the flexibility to use the credits over 12 months:

• For the membership plan you choose, you will get an immediate store credit in your account that can be used to rent/buy any offering available on the platform.

• The store credit is as advertised and is different fot different plans, is also subject to change for the same membership over time.

• If you do not exhaust all your credits at one time, you can come back any time within 12 months form the date of subscription and use your credits against a rent/purchase.

From weekends, to get together, vacations, and weddings, our memberships allow you more access to our hand picked closet items. All of our members enjoy:

• A start as low as $99 per year

• Free accessories to keep – our plans offer some accessories to keep as a gesture of our gratitude

• 12 month membership period – use the credit and freebies anytime within 12 months

• 2x store credit – for each dollar spent to buy the membership, get $2 store credit for store rentals/purchases

• Purchase items and access members-only sales and exclusive discounts.

• Early Access – Always be the first to know about sales, launches, new arrivals and more!

Use the web on any device – laptop, tablet, desktop, or smartphone and follow these simple four steps from your device:

• On the MER homepage, use your credentials – username and password – to login[look at the top left for the link to login].

• After logging in, on the Home page go to the Rent or Buy link on the top, and follow the links to your favourite items.

• Add the picked items to your cart.

• Use your credits and/or card to pay.

We want your membership to flex with your life, so you can pause your account whenever you need to! By pausing, you can keep your member perks like members-only sales, exclusive discounts on purchases, and staying in the loop on what’s new with your membership and the MER community.

MER offers two pause options in a sequential manner:

• First Pause – upto 6 months from Pause request – Store Credit remains valid.

• Second Pause – after 6 months from Pause request – upon request, members can get a refund of upto 75% of the amount they used to buy the membership less any credits used up. [Each credit is equivalent to a dollar for this purpose].

Please note that Pausing and Cancellation require return of all Garments, and their check by our QA team, and the subsequent clearing of all accounts for the garments rented/purchased to the date of the pause request.

Yes! Our membership offerings are designed to flex as your life evolves. Please drop a mail to help@myethnicrentals.com and we will handle the switch for you!

Your billing and shipping information is stored in your Membership Settings and can be updated at any time. Please note that the address stored in your account will become the default location to which your shipments are sent. If you are traveling and unsure about delivery dates, please reach out to help@myethnicrentals.com.

Remember, you can pause your account whenever you need to by dropping us a mail at help@myethnicrentals.com. By pausing, you can keep your member perks like members-only sales, exclusive discounts on purchases, and the store credit.

If you still wish to cancel your membership, please email us at help@myethnicrentals.com with the subject “Cancel Membership”. Note that your request to cancel will be eligible as of the date your email is received.

Upon cancellation, please return your pieces before the end of the current billing period noted in your account settings to avoid additional late fees. If we do not receive your pieces by the end of your billing period, you will be charged up to the current members’ price to purchase the item plus applicable tax in accordance with our late fee policy.

Yes, we reserve the right to charge members up to the MER price for each item not returned by the last day of your membership in accordance with our late fee policy.

Perfect for special occasions, MER Reserve allows you to rent from our closet with a 4- or 7-day rental.

Find It: Filter by color, length, and more to find the best look. We carry lots of hand picked styles.

Reserve It: Choose a delivery date. We recommend choosing a rental begin date two days before your event.

Try Everything On: The moment you receive it. On the off chance you don’t love something, we’ll do everything we can to get you a replacement.

Easy Returns: Returns are easy! Place items in the provided packaging (includes a pre-paid label). Take the packaging to a carrier drop box or MER Drop-Off Box before 12pm on your rental return date. We handle the cleaning.

We offer 4 or 7-day reservations. We recommend you book your order to arrive 1-2 days prior to your event to ensure you have plenty of time to get the perfect look. Think of it this way:

Day 1 – Receive your dress and try it on

Day 2 – Find the right accessories for the dress

Day 3 – Wear it at your event

Day 4 – Return your rental at your nearest location by 12pm

7 day rentals are great for trips or busier times when you know you won’t be able to return your items right away.

You can book a reservation up to 4 months in advance, and schedule your order to arrive 1-2 days before your event. We offer next-day delivery to most of the GTA. The expected delivering timing can be found on our site as you browse – we recommend always planning in advance!

If the dress you’ve been eyeing is not currently available for your event date, keep checking back. While we do not have a waitlist for styles, it may become available!

We automatically select the correct shipping option to ensure your items arrive to you on your rental delivery date.

• Standard: $9.95

• GTA Next Day: $19.95

Your expected delivery date will be shown to you during checkout and you will get an email notification at least 24 hours in advance confirming the time and date of the delivery.

We’re happy to hear you love your rental so much you want to keep it!

Currently, we do not offer the ability to purchase our 4 or 7-day Reserve rentals because they are often reserved by other customers for future dates. You can send back your current rental and email us a buy request for the item on help@myethnicrentals.com.

We do our best to ensure that all items you selected are included in your order.

On rare occasions an item may become unavailable due to being returned late by the previous renter or not passing our final quality assurance check. In order to get your shipment out in time, you will either be given the option to self-select a replacement, or provided a replacement selected by our team. One of our asscoiates will reach out to you to process the replacement or refund.

We totally understand fit can be nerve-wracking. We recommend checking out the item’s reviews and photos from other My Ethnic Rentals customers to learn more about each item’s unique fit. And on the off chance something doesn’t fit, we’ll do everything we can to get you a replacement style.