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FAQs

Shipping + Returns

How + where do you ship items?

We ship via UPS 2-day delivery on business days (Monday through Friday), for all orders. Shipping and returns are included in your subscription plan. Orders are shipped, except for certain oversized items, in a recycled, reusable Nuuly bag. We are not currently able to ship outside of the United States or to PO Boxes or APO/FPO addresses.

How do I track my Nuuly delivery?

You can track your package right from My Nuuly or use the tracking number included in your shipment confirmation email. We'll also notify you when your Nuuly is scanned as delivered from UPS.

How do I track my Nuuly return?

You can track your package right from My Nuuly or use the tracking number from your return shipping label. We'll also notify you when your Nuuly is scanned as delivered from UPS.

How much does shipping cost?

Free shipping and returns for your Nuuly each month are included in your subscription. If you need to return an item back outside of your normal shipment, you would need to pay the shipping costs.

How long does delivery take?

All Nuuly orders will be shipped from our distribution center via UPS 2-day delivery. Once your order is placed, you can expect up to two business days for processing, then 2 business days for delivery.

Do you offer overnight shipping?

We currently offer one shipping method: UPS 2-day delivery. Once your order is placed, you can expect up to two business days for processing, then 2 business days for delivery.

How do I return my Nuuly items?

We've made returns really easy: zip everything back into your Nuuly bag, slip the prepaid return label into its outside pocket and drop it off at UPS or you can schedule a pickup from UPS. If you want to keep any items for good, just log in to your account to purchase them so we know they're not making the return trip.

Help! I lost my return shipping label.

If you accidentally tossed the original label, you can reprint it anytime from the Rental History section of My Account.

When do I need to return my Nuuly by?

You can technically keep your six items as long as you like, but in order to unlock and fill your next month's Nuuly—and to get the most value out of the program—two things need to happen. Your subscription billing date needs to have passed and all unpurchased items need to be received and processed by our returns team in our distribution center. Don't worry, we'll notify you when we receive the items back and when it's time to Nuuly.

When you're ready to return them, just zip them back into the Nuuly bag, slip the prepaid return label into its outside pocket and drop it off at UPS. If you want to keep any items for good, just head to My Nuuly to purchase them so we know they're not making the return trip.

If you need help finding your subscription billing date, contact Customer Support.

I sent back this month's Nuuly. When does my next Nuuly unlock?

You're eligible to fill your Nuuly on your subscription billing date, we just need all unpurchased items to be received and processed by our returns team in our distribution center to unlock it. Don't worry, we'll notify you when we've received and processed the items and it's time to Nuuly again.

If need help finding your subscription billing date, contact Customer Support.

What if I return my Nuuly early?

Thanks for sending everything back! You're kind of an early bird, though. In order to unlock and fill your next month's Nuuly—and to get the most value out of the program—two things need to happen. Your subscription billing date needs to have passed and all unpurchased items need to be received and processed by our returns team in our distribution center.

Hang tight until your next billing date and don't worry, we'll notify you when everything's been received and processed and it's time to Nuuly again. You can explore ideas for your next Nuuly and add favorites to your closet while you're waiting.

What if I return my Nuuly late?

Don't worry, there aren't any late fees! You can technically keep items your six items as long as you like, but in order to unlock and fill your next month's Nuuly—and to get the most value out of the program—two things need to happen. Your subscription billing date needs to have passed and all unpurchased items need to be received and processed by our returns team in our distribution center. We'll notify you when everything's been received and processed and it's time to Nuuly again.

I forgot to send an item back in my return. What do I do?

Contact our Customer Success team right away if you found a stowaway post-return—we'll help you take care of it ASAP! We'll also send you a notification as soon as we process your return to let you know it is missing an item. Your Nuuly will remain locked until we hear from you. If we don't receive that item back within two billing cycles, the item will be considered a purchase. After the second billing cycle, we will charge your quoted purchase price to the card on file in your account. The item will then be yours to keep.

Can I return items to a store?

At this time, we don't accept Nuuly returns in any stores.

Where do you deliver? Do you ship internationally?

We ship all orders via UPS to customers within the United States. We are not currently able to ship outside of the United States, to US territories, to PO Boxes or APO/FPO addresses.

Do you deliver to PO Boxes or APO/FPO addresses?

We ship all orders via UPS to customers within the United States. We are not currently able to ship to PO Boxes, APO/FPO addresses US territories or anywhere outside of the United States.

I forgot to send one of my items back. Now what?

Our customer support team will help get it sorted. Get in touch for next steps on how to get that straggler back to us.

What if items don't fit in the Nuuly garment bag?

Our reusable Nuuly bags are designed to fit at least six items. If you're having problems getting your Nuuly items into the bag, get in touch with Customer Support and they'll be able to help.

Can I return an item I already purchased?

Purchase items are final sale and cannot be returned.

What if I’ve misplaced something I’ve rented?

If an item is not returned back to our distribution center, we will charge your credit card on file for the cost of that item.

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