FAQ

  • What’s the late return policy?

    Rentals are due back to the owner by midnight on the return date, the last day of the rental.

    If the dress isn’t returned to the owner, the renter will be charged $10 per day for three days. On the fourth day, the renter will be charged another rental price of the item (in addition to the $30 they’ve already paid in late fees). The renter will be charged the rental price of the item each week until the item is returned.

    For late fees to start, the owner must report the item as late. Rentals can be reported as late through app messenger or by tapping “get help”. 

    After the renter has returned the item, they need to open the app and tap ‘Mark As Returned’ on the rental. Both the owner and renter need to do this.

    It’s important that all items are returned to their owners by midnight on the return date.  The owner may need it, or they may have another renter that has reserved it.

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

    Trying to return your dress but the owner isn’t responding? Please contact us.

     

  • When will I be charged for my rental?

    Once the owner accepts the rental, you’ve got 48 hours to try on the rental and cancel if it doesn’t work. 

    If you choose to “Checkout Now, you’ll be charged as soon as the owner accepts the rental. 

    You can see when the try-on period ends in the “Rentals” section of the app. If you need to extend the try-on period, contact us in the app or email us at [email protected] 

  • How do I cancel a rental?

    You can follow these steps to cancel your rental:

    1. Open the app and go to the Rentals tab
    2. Select the rental you would like to cancel
    3. Scroll down and tap “Cancel.”

    As long as you cancel before the try-on period ends, you won’t be charged.

    You’ll be charged the rental price of the item if you cancel a rental and do not return it on the day you cancel.

  • Will I be charged if I cancel a rental?

    As long as you cancel before the try-on period ends, you won’t be charged. You can go to your Rentals in the app to see how much time is left in your ‘Try On’ period. You can request an extension if you need more time.

    You’ll only be charged if you cancel a rental and do not return the rental on the day you cancel.

  • 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. 

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

    If anything happens, please 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 an item, we send a message to the owner to get the process started. After the owner accepts the request, you will have 48 hours to try on the item and cancel the rental if needed.

  • 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?

    After requesting an item to “Try On” or “Checkout Now”, you’ll be able to send the owner a message.

    If you are having trouble contacting the owner please message Curtsy in the app and we will help you.

  • 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 as 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 reach out to us in the app or send us an email: [email protected]

     

  • What if it doesn’t fit?

    No worries! Once the owner accepts your rental request, you always have 48 hours to try on an item. You can see how much time you have left in your ‘Try-On’ period by going to your Rentals in the app. 

    If the rental doesn’t fit, you can cancel your rental in the app. You can request an extension if you need more than 48 hours.

  • Can I try it on before I rent?

    Absolutely! After the owner accepts your rental request, you always have 48 hours to try on your rental. You can cancel the rental for any reason during that period and you won’t be charged.

    After you request, the owner of the dress will message you to set up a time to try it on.

    If you need more time to try it on, you can request an extension in the app.

  • 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