FAQs + Support
Here are our most Frequently Asked Qs
What special precautions are you taking against COVID-19/Coronavirus?
We take the wellbeing of our employees and the process of caring for the clothing we rent to you extremely seriously. We want you to be aware of the procedures we are adhering to in order to protect our employees and to ensure our products are always clean and safe for the next consumer to use.
Since Day 1, we have had strict processes in place for cleaning, sanitizing and handling the clothing you rent from us. We have instituted social distancing policies, shifted to a staggered break schedule, implemented workplace sanitization procedures, fully stocked our distribution center with hand sanitizing stations and required all employees to wear masks. During both the receiving and packing processes, our employees are protected with gloves.
To eliminate dirt and bacteria from garments, we use both wet and dry cleaning methods, in addition to a 250-degree steam tunnel. All Nuuly bags are also cleaned and sanitized between uses.
Your safety and the safety of our team is always our top priority. We are continuing to monitor briefings from the CDC and the WHO and will update our practices as recommended. For updates on how URBN is responding to COVID-19, please visit urbn.com/covid19.
Black lives matter and we firmly stand against systemic racism and racial profiling. This commitment is unequivocal. Our goal at Nuuly is to serve our customers with grace, dignity and fairness, and in turn, build a better community.
Speaking up is important. Listening is important. Actions are a profound way to show that you have done—and are continuing to do—both. The actions that we, and the executive leadership of URBN, our parent company, have taken are outlined below, with more to come:
- Efforts to help rebuild and grow businesses in Black communities, especially in our home city of Philadelphia.
- A $100,000 donation to the United Negro College Fund. The company also matched—and tripled—all employee donations to the Fund, as well as to the following organizations:
The Innocence Project
The Antiracist Research & Policy Center
Equal Justice Initiative
- An external third-party conducted a thorough investigation and review of store practices.
- All store associates and managers received mandatory diversity, inclusion and implicit bias training, conducted by external experts. Home Office teams are participating in similar training.
- A committee has been created, in partnership with the executive team and outside consultants, to develop a holistic diversity and inclusion strategy across all URBN brands and shared service departments.
- Recruiting efforts at Historically Black Colleges and Universities have been expanded to support our commitment to attracting and hiring a more diverse internal and external workforce. Additionally, URBN will sponsor a full four-year scholarship for a young Black student pursuing studies in fashion design.
We are committed to building an even more inclusive brand that inspires, uplifts and reflects our diverse community. We value the perspectives of each and every one of our subscribers and welcome you to share any questions or feedback with us at firstname.lastname@example.org .