FAQs – TrenLend

Try-Ons/Sizing

What if I rent a dress and it does not fit?

If you happen to be in the Raleigh-Cary area, we highly recommend taking advantage of our try-on option. This allows you to ensure your satisfaction with the rental before making a decision. Please note that we do not offer refunds if you're unable to try on the item. We understand the frustration this may cause and we are actively exploring ways to prevent such issues in the future.

Where do I go to try-on?

Come visit our storefront located at 8420 Chapel Hill Rd, Cary, NC 27513 (Suite 111). For our weekly hours, please check out the "Try-Ons" page on our website. Feel free to drop in during our scheduled weekly hours; no appointment necessary.

Can I reserve a dress to try-on?

No, but you are welcome to try on any dress you like when you visit us. However, please note that until you complete the checkout process on our website, the dress you desire will not be reserved specifically for you.

Therefore, we cannot guarantee that the dress you want will still be available after you try-on. We encourage you to finalize your rental selection promptly to ensure the availability of your preferred dress.

Pick Up/Shipping

How do I pick up my rental item?

During checkout select 'pickup'. Your rental will be available for pickup the first day of your rental.

You can choose to pick up your order at either of the following options:
Our storefront, available during our weekly hours at: 8420 Chapel Hill Rd (Suite 111) Cary, NC
OR
Our home residence, where we have arranged for contactless pickup. You can come by at your convenience to collect your order from: 117 Chamberlain St Raleigh, NC

How do I know when my order is ready for pick up?

You will receive an email letting you know when it is ready for pick up.

What time are orders usually ready?

All orders will be ready for pick up by 4 pm on the first day of the rental.

Can you ship to other cities and states?

Yes! We will ship anywhere in the US. Just select shipping at checkout.

How do I ship back my dress?

When your package arrives, you will find a return shipping label and shipping slip enclosed. Please make sure to utilize these materials to return the package on the last day of your rental period.

What if my return date is a holiday/Sunday?

If your return date is a holiday/Sunday, please ship out the following day by 4pm. You will not be charged a late fee for this day.

*ONLY FOR SHIPPING*

What if I ship my items back late?

Timely returns are crucial for us, as they allow us to provide a seamless experience for all our customers. Returning your item(s) late could potentially inconvenience another customer who is awaiting their rental. We understand that nobody wants to be left without a dress, so we kindly request that you return your dress on time.

To ensure this, please drop off the package at the post office on the final day of your rental period. This will help prevent any delays.

If you return your item(s) late, you will incur a $25 late fee for every day you are late, up to 150% of the retail value of the dress.

What if I drop my items off late?

If you return your item(s) late, you will incur a $25 late fee for every day you are late, up to 150% of the retail value of the dress.

Returns/Refunds

What if I want to cancel my order?

If you wish to cancel your order, please send an email to contact@trenlend.com, including your name and order number. It's important to note that for cancellations made at least two weeks prior to the rental start date, we can only offer store credit as a refund. However, if the cancellation request is received after the two-week mark, we cannot provide any refunds.

What if a dress is given to me damages/not clean?

Before each rental is sent out for an order, it is quality checked by a team member. However, we acknowledge that occasional oversights can occur. If you encounter any issues with the product, we encourage you to report them within the first 12 hours of your rental period.

Upon receiving your report, we will assess the situation on a case-by-case basis. If deemed appropriate, a refund may be issued. Please send all reports regarding problems with the product to contact@trenlend.com. Your satisfaction is important to us, and we will do our best to address any concerns you may have.

Damages/Cleaning

Do I need to clean the item before I give it back?

No! We handle all of the cleaning.

What if I stain a dress while wearing it?

We understand that mistakes can happen, and we appreciate your cooperation in handling them appropriately. In the event of an issue with the dress, it is crucial that you refrain from attempting to clean or fix it yourself. Any evidence of unauthorized cleaning can result in a damage charge.

If there is a stain on the dress, our cleaning process can typically remove it. However, if the stain is permanent and renders the dress unwearable or unsellable, we will need to charge three times the 4-day rental fee for that item.

To alleviate concerns about potential charges, we recommend considering our insurance option. This will provide you with peace of mind, knowing that you are covered in case of any unforeseen damages.

What if I damage a dress while wearing it?

We understand that damages can occur, including issues such as broken zippers, pulled fabric, or minor rips. In the event of such damages, if they are repairable, a $15 repair fee will be charged. However, if the damage is deemed irreparable, you will be charged three times the 4-day rental fee for the item.