FAQ

  • Why does my account have a negative balance?

    If your account has an outstanding balance, you’ll have to pay the balance before continuing to use the app.

    There are a few reasons why your account could have a negative balance:

    • Your card was declined from a recent rental
    • We refunded a renter for their rental from you, but you’d already cashed out to your bank

    To resolve the negative balance, simply open the app and follow the instructions. You may have to add a new card. After you’ve paid the outstanding balance you should be able to view the app again.

    Questions about your charges? Contact us!

  • What’s the late return policy?

    It’s important that all items are returned to their owners by midnight on the return date to be ready for new renters.

    If the dress isn’t returned to the owner, the renter will be charged $10 per day for five days. On the sixth day, the renter will be charged another rental price of the item (in addition to what they’ve already paid in late fees).

    If we haven’t heard from the renter after a week, they’ll be charged the full retail price of the item. At that point, Curtsy will fully reimburse the owner for the item or replace their item.

    For late fees to start, the owner must report the item as late. Rentals can be reported as late when you go to the rental and hit “Report As Late.” From there, Curtsy will help get the item back.

    If you need to extend your rental for any reason, please contact us.

  • When will I be charged for my rental?

    You have two options when you rent on Curtsy:  you can pay to reserve the item immediately, or try it on and pay later.

    The item isn’t technically reserved when you request to Try It On, meaning other renters will still be able to reserve it for the dates you need. As soon as you’re ready to rent, just go to that rental in the app and tap “Pay & Reserve.” The owner will be paid immediately.

    It used to be that renters were automatically charged for Try Ons after 48 hours, but now renters can choose to pay whenever is convenient for them. Owners also have the ability to request money from renters.

  • How do I cancel a rental?

    You can follow these steps to cancel your rental:

    1. Open the app and go to the Notifications tab (the bell icon)
    2. Tap “Rentals & Try Ons”
    3. Select the rental you would like to cancel
    4. Scroll down and tap “Cancel.”

  • Will I be charged if I cancel a rental?

    If you’ve already paid and reserved the item, and you need to cancel, you can go to the rental and hit “Request Refund.” The owner will get a notification and will approve or deny your request. You can also contact Curtsy Support if you need.

    You can only request a refund after you’ve returned the item to the owner. Until the item is returned you’ll still be responsible for any late fees, per our policy.

  • What if I accidentally stain or damage a rental?

    We get it, accidents happen. Every rental includes Curtsy Coverage which covers the cost of minor stains and damage (up to $50).

    However, significant damage and theft aren’t covered. If the item is damaged beyond repair or never returned, we will charge you for the full retail price of the item.

    If something happens during a rental, please report the damage to Curtsy immediately. Make sure to inspect the item closely before returning it to the owner, and report any damage you find.  

    1. Go to the rental in the app
    2. Tap “Report Damage”

    You can also message us in the app or email us at [email protected] and let us know.

  • What happens after I request an item?

    After you request a try on, the owner will message you and arrange a time to meet up.

    You can either try the item on when you meet up, or ask the owner to take home the item to try it on. If you choose to take it home, you’ll have 24-72 hours (the owner’s choice) to return it to the owner OR pay and reserve it in the app.

    When you know you want to rent, don’t wait to reserve the item. Until it’s paid and reserved, other rentals can still reserve it for the same dates.

  • How do I mark an item as returned?

    Follow these steps to mark a rental as returned:

    1. Open the app and go to “Rentals”
    2. Select the rental you would like to mark as returned.
    3. Tap the “Mark as Returned” button

  • How do I contact the owner?

    You’ll be able to message the owner after reserving their item or requesting to try it on. You can also message the owner by going to one of their items, tapping the “…” button in the upper right corner and then tapping “Contact Owner.”

    If you are having trouble contacting an owner please contact us.

  • How do I give the rental back?

    Anytime on or before your return date, message the owner to set up a time to return the item.

    After you return it to the owner, mark it as returned in the app.

  • How do I pick up the rental?

    After you request an item to rent, we send a message to the owner of the item to kick off the renting process.

    You and the owner will decide on a time and place to meet up and exchange the dress, usually on campus, a coffee shop, or somewhere convenient. As the renter, you agree to pick-up the rental from the owner.

  • Do I have to clean the dress?

    If you rent on Curtsy, you agree to return the item in the same condition it was in when you picked it up.

    Always clean the dress per the instructions on the tag, sometimes that will mean dry cleaning. If the instructions aren’t clear, message the owner to ask how she cleans it.

    If you have any questions contact us!

  • What if it doesn’t fit?

    No worries! You can cancel the try on – just return it to the owner first. You won’t be charged unless you pay to reserve the item.

    You’ll be responsible for late fees if you don’t return the item after trying it on, per our policy.

  • Can I try it on before I rent?

    Absolutely!

    After you request a try on, the owner will message you and arrange a time to meet up.

    You can either try the item on when you meet up, or ask the owner to take home the item to try it on. If you choose to take it home, you’ll have 24-72 hours (the owner’s choice) to return it to the owner OR pay and reserve it in the app.

    When you know you want to rent, don’t wait to reserve the item. Until it’s paid and reserved, other rentals can still reserve it for the same dates.

  • I need help. How do I contact Curtsy?

    We are here for you! Please contact us in whatever way is easiest — text, call, email, or message us in the app.

    Phone: (650) 564-7145
    Email: [email protected]
    Message us in the app