FAQs
How do I pick my size?
Please check the size chart provided for each outfit. If you still have questions regarding fit/sizing, please email us at help@rorosvault.com for help on picking the right sizes.
How are the outfits cleaned?
We take extreme pride in our products and their hygiene. Every outfit is dry cleaned, steamed and carefully inspected for quality check before they are sent to you.
How should I return my order after the rental period?
First of all, please pack ALL the items in the original garment bag that had the order. There is no need to clean the outfits, dry-cleaning is on us! Use the poly mailer with the prepaid label attached that we sent you to mail the return package. Make sure to drop it off by 12PM on the return date. In case of a Sunday/Federal holiday, please mail your order by 12PM the next business day.
How long does it take for my order to arrive?
Once your order is placed, shipping will take 2-5 business days depending on your location and rental dates.
How do I track my order?
You will receive an additional email with shipping details when the order is ready to ship. This email will contain tracking details for you to check the status of your order. If you have any questions or issues, please reach out to us at help@rorosvault.com
Do you deliver internationally?
Unfortunately not at this time. We only ship orders within the U.S., including Hawaii and Alaska (excluding P.O boxes) and all orders must also be returned from within the U.S.
What happens if the outfit gets damaged?
Very minor wear and tear is understandable and you won’t be charged extra for cleaning/ repair. However, as per our Rental Agreement, significant damages will cost the renter the full purchase price of the outfit, and the damaged outfit will be sent to you to keep (plus shipping charges).
What if the outfit I want is booked for the dates I wanted?
That can be disappointing! Contact us at help@rorosvault.com as soon as possible, and we will see if we can do anything to resolve it or recommend alternate products. We recommend booking your outfits at least 4-6 weeks in advance to make sure you get the outfit you love!
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Can I reschedule or cancel my order?
Yes, we know life happens! Please contact us at help@rorosvault.com as soon as you want to change your order. Rental dates can then be rescheduled as long as the outfit is available for the new requested dates. For cancellations made over 15 days before your rental start date, we can offer a full refund. Any cancellations made within 5-15 days of your rental start date will be applied as a store credit (minus shipping charges) for future use.
What if my outfit doesn't fit as expected?
We urge you to pick the best size based on the size charts provided for each outfit. However, if the fit of the outfit is not as expected, please contact us immediately at help@rororsvault.com. We might be able to send you an alternative via expedited shipping and/or accept a return in exchange for store credit (minus shipping charges).
Is it possible to return my order?
If you would like to return your order, please e-mail help@rorosvault.com within 12 hours of receiving your outfit.The order must then be returned within 24 hours of receiving the package in unused form. Once we receive the outfit, you will be given a refund in the form of store credit (minus shipping charges) which you can then apply to a future rental.
Am I allowed to alter the rental outfits at home?
No, you are not allowed to do so. Using safety pins is permitted, but please remember that any damages incurred will result in you being charged full purchase price for the item.
What if I decide to keep the outfit after renting?
Sure! You may only have to pay the difference between rental price and purchase price, please contact us at help@rorosvault.com to discuss all the details and purchase price.
Will late returns be charged to me?
Unfortunately, yes. A late return fee of $40/day will be incurred for every day that your order is late. After 10 days, if your order is still not returned, you will be charged 150% of the full purchase price of that outfit.
Do you offer any partnerships with RoRo’s Vault?
For all inquiries, press, or partnerships, please contact us at info@rorosvault.com