In-Store
Visit Our Store – Stop by either of our storefronts during business hours—no appointment necessary. Our team is available to help you find the right fit and style.
Try On & Choose – Browse our collection and try on as many styles as you'd like. Once you find the perfect dress, you can take it home the same day or reserve it for a future date, up to 120 days in advance.
Pick Up & Wear – If you reserved in advance, just pick up your dress on the scheduled date.
Return – Return your rental on the last day, either in-store or using our drop boxes located outside both locations. No need to worry about cleaning or minor damages—we take care of it!
Online
Browse & Book Online – Select your dress and rental dates through our website. You can book up to 120 days in advance.
Receive Your Rental – Your dress will arrive at your door on the first day of your rental period.
Return – Place the dress in the prepaid return packaging and drop it off at your nearest USPS location on the last day of your rental. We handle all cleaning and damages.
Welcome to TrenLend’s FAQ. If your question isn’t answered below, feel free to contact us at contact@trenlend.com.
Try-Ons
Where can I try on dresses?
You can try on items at either of our storefront locations in Cary or Raleigh (North Hills) during business hours. No appointment is required. For addresses and hours, visit our Try-On Locations page.
How do I know which inventory is available at each store?
Each location has its own selection. Use the links below to view inventory:
Can I reserve a dress to try on later?
No. Try-ons are first come, first served. Items are not reserved until checkout is completed. We recommend renting promptly after your try-on to secure availability.
Can I take a dress home the same day I try it on?
Yes, as long as the item has not been reserved by another customer for your selected dates.
Pickup and Returns
When will my rental be ready for pickup?
Your rental will be available at opening on the first day of your rental period. Even if you don’t receive a notification, your order is still considered ready unless otherwise communicated.
What if I miss my pickup day?
You can still pick up the following day during store hours. Missed pickups do not qualify for extensions or refunds.
Will my in-store pickup be hung or folded?
All in-store pickups are packed in TrenLend garment bags and folded for easy transport. If you prefer the item to be hung and steamed, just let a sales associate know when you arrive, we’re happy to accommodate whenever possible.
What if my rental is dirty/damaged when I pick it up?
If your rental is damaged, please contact us at contact@trenlend.com within 12 hours of delivery. Be sure to include your order number and clear photos of the item.
Please note: Minor wear such as small snags, pilling, or loose threads is considered normal for pre-worn items and does not qualify for a refund.
How do I return my rental in-store?
Return the item during business hours or place it in our secure drop box by the end of your rental period. Drop boxes are available outside both locations for after-hours returns.
How do I return a shipped rental?
Ship the item back using the included return label and packaging. Rentals must be scanned in by USPS on the final day of your rental period. If your rental ends on a weekend or holiday, you may return it the next business day.
I lost the return label in my package. What should I do?
Please email us at contact@trenlend.com with your order number, and we’ll send you a new return label.
Shipping and Delivery
Where do you ship?
We ship to all 50 U.S. states. We do not currently ship to U.S. territories or international addresses.
When will my rental arrive?
Your rental will be scheduled to arrive on the first day of your rental period.
What if my rental arrives early?
If your rental arrives before your selected start date, your rental period still begins and ends on the dates you chose at checkout. Early delivery does not shorten your rental period, you’ll still have the full rental window as scheduled.
What if my package arrives damaged?
If your package or the item inside arrives damaged, please contact us at contact@trenlend.com within 12 hours of delivery. Be sure to include your order number and clear photos of both the package and the item.
All items are inspected before shipping, but if damage occurred in transit, we’ll review the situation and work with you on a resolution.
Please note: Minor wear such as small snags, pilling, or loose threads is considered normal for pre-worn items and does not qualify for a refund.
Cancellations, Exchanges & Date Changes
What is your cancellation policy?
- Cancellations 30+ days before the rental start date are eligible for a full refund
- Cancellations 14–29 days before the rental start date are eligible for store credit
- Cancellations made less than 14 days before the rental start date are not eligible for refund or credit
To cancel, email contact@trenlend.com with your name and order number.
Can I exchange my dress for a different one?
Exchanges must be requested at least two weeks before the rental start date. Email your name, order number, and the new style/size you want to contact@trenlend.com.
Can I change the dates of my rental?
Yes, 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 contact@trenlend.com with your name, order number, and the desired new rental dates.
Payment and Card Storage
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.
Late Fees and Lost Items
What are your late return fees?
Late fees are $25 per day for up to five days:
- 1 day late: $25
- 2 days late: $50
- 3 days late: $75
- 4 days late: $100
- 5 days late: $125
After Day 5, the item is considered lost. You may be charged up to 100% of the item’s retail value, less any late fees already paid.
What happens if I lose or fail to return my rental?
If the item is not returned by Day 5 after the rental period, it is considered lost. You will be charged the remaining balance up to the item’s full retail value. No additional fees are charged beyond that amount.
Can I pay late fees in installments?
Late fees must be paid in full and cannot be split into installments. If you have questions about a late return, feel free to reach out, we’re happy to help!
Cleaning, Damage, and Alterations
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.
What happens if I damage a rental?
If a garment is returned with damage that renders it unrentable, you may be charged 50% of its retail value. Common examples include:
- Permanent stains (e.g., red wine, oil, ink)
- Irreversible tearing
- Missing components (e.g., belts, straps)
- Fire or heat damage
Can I alter the item to fit me?
No. Any alteration to our garments is prohibited and will result in a $200 alteration fee.
Fit and Backup Dresses
What if my rental doesn’t fit?
We do not issue refunds for sizing issues. To help avoid this:
- Try on items in-store (if local)
- Use our Backup Dress Program to add a second size or style at 70% off using the code BACKUPDRESS (If both dresses are worn or if the backup is not returned, you may be charged for the second item.)
Damage Upon Arrival
What if my rental arrives damaged or unclean?
If your rental arrives with a major issue, email contact@trenlend.com with your order number and photos within 12 hours of delivery. Minor wear (e.g., small snags or pilling) is considered normal and does not qualify for a refund. If a refund is approved, the item must be shipped back within 48 hours.