FAQs

Yep! We partnered with Goody to facilitate our gift subscription service because it’s easy, secure and reliable.

If you’re new to Nuuly start by creating an account. You'll need a credit card to do that, which will also be used if you want to make any purchases, add bonus items and to continue Nuulying after your gift subscription ends. Once you enter that info, apply the code before checking out. More on Nuulying for the first time.

If you already have a Nuuly account (that includes you, paused and cancelled subscribers!), just sign in as usual and add the gift subscription code you received via email from Goody to the Rewards + Codes section of My Account.

A credit card on file is required for all Nuuly subscriptions. We'll use it if you want to add bonus items or purchase anything from your Nuuly, to continue to rent after your gift subscription ends and to cover any applicable taxes.

Lists are a tool for curating your Nuuly. Lots of you mentioned that it would be great to sort your closet into different categories—so we made it happen! Now you can create lists for vacations, special occasions, in-office life, ~ vibes ~ and anything else you can dream up.

It’s easy to create a List whenever inspiration strikes. If you haven’t made a List yet, you’ll see the * very exciting * message at the top of your Closet letting you know that Lists are here! Just tap Create List to get started.

After that, you can tap Create List in the top right corner of your Closet anytime to create more. You can also create a list by using the hanger icon when you’re adding an item to your Closet.

Yes, an item has to be in your Closet before you can add it to a List. It’s easy to add items to your Closet + Lists—just tap the hanger icon to add something to your Closet. Once it’s in your closet, tap the hanger icon again to add it to a list.

You can add as many items as you want to a List, and more is more! Give yourself lots of options to play with in case something happens to be out of stock.

Nuuly Thrift is our new community resale marketplace, launching Fall 2021, where anyone can buy and sell women’s, men’s and kids' apparel, accessories and shoes. Nuuly Thrift isn't just for URBN brands—anyone can resell products from anywhere—and earn Nuuly Cash while doing it. Download the app and get thrifting.

Your profile info, username and login information are all shared between Nuuly Rent and Nuuly Thrift. The phone number you use to log in to Nuuly Rent will also be the phone number you use to log into Nuuly Thrift. Your Nuuly Rent username is also your Nuuly Thrift shop name. If you change one, it will change the other.

A Nuuly Rent subscription costs $98 per month, plus tax where applicable, and includes your choice of any six items to rent; free, fast shipping and returns; the opportunity to buy what you love at a discount—plus, we do all the laundry and dry cleaning. There are no late fees, no damage fees and you can pause or cancel your subscription at any time.

If you need more flexibility, we also offer the option to add up to four bonus items—additional rentals—to any Nuuly for $20 each.

We currently offer one plan, but we’d love to hear what other subscription offerings you’d like to see.

Nuuly Cash is a way to make your earnings on Nuuly Thrift worth 10% more at Nuuly Thrift, Anthropologie, Free People, Urban Outfitters, BHLDN or Terrain—online or in stores.

When you sell an item on Nuuly Thrift, you have two options: transfer that money directly into your bank account or convert it to Nuuly Cash. When you convert it to Nuuly Cash, you increase the spending power of your dollars by 10% when you spend them back at Nuuly Thrift or any of the other brands in the URBN family. Earned $100 by selling a dress on Nuuly Thrift? You can turn that into $110 in Nuuly Cash, which you can then use to fund purchases on Nuuly Thrift or Anthropologie, Free People, Urban Outiftters, BHDLN or Terrain.

Your card on file will be charged $98, plus sales tax where applicable, on the day and time of your initial subscription. This is a recurring monthly subscription charge. For example, if you subscribed on the 15th of the month, your card will automatically be charged on the 15th of every month going forward. Your billing date is the day we process your payment each month.

We're not able to change or move your billing date once you've subscribed. But you can choose to Unlock Early or you can pause your Nuuly whenever you need for more flexibility.

Reach out to our Customer Support team for more information.

There are no additional late, damage or shipping fees—it's all included. The only additional amount you'll be charged, unless you choose to purchase items, is sales tax where applicable.

We accept all major credit cards. We are unable to accept PayPal, ApplePay or prepaid cards at this time. Purchases cannot be split between payment methods.

To purchase an item from your current Nuuly, go to My Nuuly, view your Rental History and select “Buy It” below the item and you will be charged the price shown on the Rental History page. Keep in mind that items purchased from your Nuuly are final sale and cannot be returned.

If you changed your mind about an item after sending it back, all you need to do is add it to your next Nuuly to rent again. Once it’s rented, you’ll be able to purchase it from your Rental History.

We don't. Our purchase prices are based on a number of factors, which may not align with the retail selling price of the item on other platforms or in stores. We therefore are unable to honor price adjustments or matching.

You can. Our system only allows for one credit card on file at a time. You'll need to change the credit card you have on file in your account, then make your purchase.

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

You are able to save one shipping address within your account at a time. If you need to update it, head to the Profile section of My Account, select on "Edit" next to the Shipping Address section and enter your new Shipping Address. Our system will then confirm and save it within your account.

Please note: we are not currently able to ship outside of the United States, to PO Boxes or to APO/FPO addresses.

When you’re waiting for your Nuuly to arrive, you can track its progress right from My Nuuly or use the tracking number included in your shipment confirmation email. After you’ve returned your Nuuly, you can check your return status by tapping Check My Return in My Nuuly . We'll also notify you as soon as we’re notified that UPS has scanned your return so you can unlock your next Nuuly or confirm your pause or cancellation.

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

Skip the laundry and dry cleaning—we'll handle everything at our state-of-the-art professional cleaning and repair facility. We're experts in the chemistry of cleaning and sanitizing clothing while preserving the integrity of the fabric for the next renter.

We ask that you—or your tailor—not alter, cut or sew your Nuuly rental items.

Nope. No damage or repair fees, we'll take care of it all at our cleaning center. All you need to do is send back your damaged item with the rest of your Nuuly return.

Please let us know of any issues within 48 hours of receiving your Nuuly so we can help.

Not ready for vacation to end? An Extend Pause option will magically appear in the Subscription section of My Account when your subscription is within a month of restarting and you can then choose to extend your pause on a month-by-month basis.

We only display the Extend Pause option in the Subscription section of My Account when your subscription is within a month of restarting. If you're within a month and still can't see the Extend Pause button, please reach out to Customer Support.

If you're not sure you're ready to make things permanent, try pausing instead. Pausing is easy: it's free, you can pause for 1, 2 or 3 months and you can extend your pause on a month-to-month basis. When you cancel, your rewards disappear. When you pause, you'll keep any referral rewards you've earned and we'll save your profile and closet.

To cancel your subscription when you don't have a Nuuly at home: Select Cancel Subscription within My Account and that's it, you're done. We'll miss you and hope to see you again.

To cancel your subscription when you still have a Nuuly at home: Send back any unpurchased items by your billing date. Then select Cancel Subscription within My Account. Your cancellation won't take effect until UPS scans your return. To get your return scanned on the spot, return your Nuuly to UPS and ask for a receipt. You can check if your Nuuly was scanned and confirm your cancellation ASAP by tapping Check My Return in My Nuuly .

Check to make sure your Nuuly return was scanned by UPS by your billing date. Until we've received a scan of your return, we are not able to pause or cancel your account. If that doesn't happen by your next billing date, you'll be charged your $98 subscription fee as normal and your subscription will continue. The fastest way to get your pause or cancellation processed is to drop your Nuuly off at a UPS store and ask for a receipt. You can check the status of your return anytime by tapping Check My Return in My Nuuly .

If you paused or cancelled your account but you're still getting billed, visit our Help Center and we’ll get to the bottom of it.

Once you submit a Friend’s email address, they’ll be emailed their promo code immediately. Sharing your love via social? Once your friend clicks the link you’ve shared, they will see their promo code right away.

You'll receive your Reward seven days after your Friend has successfully created a subscription. Once they are made available, you can see all of your Rewards + Codes in the Referral Rewards section of My Account.

All of your Rewards codes are stored in the Rewards + Codes section of My Account. You'll find the available, unused and used Rewards here, in addition to the code associated with each Reward. All Rewards codes are also sent to the email address associated with your Nuuly account.

The first Reward you receive will be auto-applied to your subscription! It will be stored in the Rewards + Codes section of My Account and will also be emailed to you in case you already have another promo code applied to your account for that month. All Rewards you receive after that will both be stored in the Rewards + Codes section of My Account and sent to the email address associated with your Nuuly account. You will need to manually apply those Reward codes to your account before your monthly billing date.

It's possible your billing date hasn’t passed yet. You can check your billing date in My Account . We’ll let you know ASAP once your billing date passes and your Nuuly unlocks.

It’s also possible your return might just need a little bit more time to be processed by UPS. To check your return status and unlock your next Nuuly fast, tap Check My Return in My Nuuly.

Pro tip: the fastest way to get your return processed is to drop your Nuuly off at UPS and ask for a receipt to be sure your return is scanned. Wait about 5 minutes, tap Check My Return in My Nuuly and presto! You're Nuulying all over again!

Your Nuuly will still unlock automatically the way it usually does if you don't use Check My Return. Check My Return gives you the option to expedite the process if you’ve already dropped your Nuuly off at UPS. We know you’ve got big plans for your Nuuly and we want you to get the most out of your time with your picks.

You can still use Check My Return without getting a receipt if you dropped your Nuuly off at UPS. However, getting a receipt will guarantee that your return has been scanned so we can move you swiftly along to the next step–whether that’s unlocking your next Nuuly or confirming your pause or cancellation.

If you drop your Nuuly off at a UPS Access Point, there might be some wait time before your Nuuly is scanned. To get your return scanned ASAP, drop your Nuuly off at a UPS store and ask for a receipt.