BORROW PROGRAM
Frequently Asked Questions
BORROW PROGRAM
Frequently Asked Questions
The Ensemble Customer Service Contact
Phone: 1-877-378-7381
Support Hours: Monday - Friday from 9 AM to 5 PM ET
Email: support@theensemble.me
Ensemble FAQs: https://support.borrow.theensemble.me/hc/en-us
What is the Borrow Program?
Adrianna Papell has partnered with The Ensemble to provide you with a seamless borrow experience. The Borrow Program lets you rent an item from us for a period of time, with the option to purchase if desired.
How does the Borrow Program work?
Select an item to borrow on the Adrianna Papell website. You’ll then be redirected to The Ensemble to complete the check-out process. You’ll receive your borrowed item, which can be returned at any time using the prepaid mailer or purchased at a discounted price.
Why do I need to sign up or create a Borrow account?
The Ensemble is a separate platform from the Adrianna Papell website, therefore you will need to provide your email address, shipping address, and credit card to place an order. If you have any questions please visit https://support.borrow.theensemble.me/hc/en-us.
How long can I borrow an item for?
The borrow period is noted on your order summary. You can check when your borrow period is ending from the My Borrowed Items section of the Ensemble website (https://borrow.theensemble.me/). You can also choose to keep for longer for a daily fee.
Can I purchase an item during my Borrow period?
Yes. You can purchase the item directly from the My Borrowed Items section on the Ensemble website (https://borrow.theensemble.me/). Click the Buy Item button and confirm the purchase. The item will be charged to the card we have on file. Once the item is purchased, we will move the item to your History section.
What styles are available for the Borrow program?
The Borrow Program is available for select clothing items. We currently do not offer accessories as part of the Borrow Program.
How much does it cost to Borrow?
The cost to borrow varies by item. Please check Adrianna Papell’s website to check the exact price.
What type of payments do you accept?
We accept standard MasterCard, Visa, Discover, and American Express credit and debit cards for all of our payments. Additionally, we also accept Apple Pay and Google Pay.
How much does shipping cost?
We offer complimentary shipping. You’ll receive a prepaid return envelope to return your borrowed item. Delivery takes 2-4 business days in most cases.
Where do you ship?
We currently serve customers in the United States of America.
What if I accidentally stain or damage an item?
Clothing gets snagged, spills find shirts, and hems fall out. It's completely expected, and you will not be held accountable for normal wear and tear that occurs.
How do I return my borrowed item?
In your My Borrowed Items section, click Return Item to Return Notify and let us know you are sending your item back. Then simply place the item in the prepaid return bag that was provided to you along with your order. (Return Notifying ends your borrow period automatically.) If you misplace your bag, please email us at support@theensemble.me and we will be happy to send you a new prepaid label that you can print out and use at any time.
Am I wearing clothes that other people have worn?
Technically, yes, since items could have been previously borrowed by others. We keep all of the items we offer in like new condition, putting each one through a thorough cleaning and 3 rounds of inspection.
The garment I borrowed has a hangtag attached, can I remove it?
Yes, please remove the hangtag prior to wearing the garment. Please do not remove the garment label.
The hangtag states that if I remove it, I won’t be able to return the garment I borrowed. Can I remove it?
Yes, please remove the hangtag prior to wearing the garment. Please do not remove the garment label.
Yours for 14 Days
Your Borrow style ships free! Once you order it, it's yours for 14 days.
Easy Returns
When your rental ends, return the piece in the pre-paid packaging provided.
Can't Let Go?
Extend your rental period for a daily fee or purchase the style at a discount.