Frequently asked questions

Borow is your trusted guest wardrobe: dresses, sets and accessories from brands we love, to rent or buy, whichever suits you best. Discover our catalogue and the buy/rent availability directly on each product page.

• Buy if you've fallen in love and want it forever. Everything you see online with the Buy option is brand new with its tags. We ship to Spain, Europe and most of the world.
• Rent if it's for a special day and you'd rather try something different or debut a new look at every event: from 4 to 20 days, with shipping to mainland Spain, the Balearic Islands and Portugal (or in-store pickup in Madrid). Only available in Spain and Portugal.
• Pre-loved if you're after a special gem: unique pieces and last units that have lived in our rental wardrobe and are also available to buy at our Madrid store. If you're looking for a style you can't see online, ask us: we may have it pre-loved in store for you.

Yes. What you buy on our website is new, unworn stock from the brand. Pre-loved pieces (which have lived several lives on rental) are only sold at our physical store, where you can see and try them on.

Yes, in Madrid: Calle del Almirante 4 (Justicia neighbourhood), Monday to Saturday from 11:00 to 20:00, no appointment needed. There you can try on a selection of our catalogue, buy, rent, collect and return orders, and see the pre-loved pieces.

Select Buy on the product page, choose your size and add it to the cart. At checkout you choose home delivery or in-store pickup and pay by card or with the payment methods available in your country.

On each product you'll find the brand's size guide, the garment's measurements where available, and style notes with extra information. Our sizes are in European format (XS/34, S/36, M/38…). If in doubt, send us your measurements on WhatsApp and we'll advise you. And if you're in Madrid, ask whether we have it in store for you to try on.

It depends on the brand and the season: some pieces are restocked and others are limited editions. Write to us with the style and size you're after and we'll tell you whether a restock is planned, or whether we have that size available to rent or pre-loved. You can also sign up for the size alert on the product page.

The purchase price you see on the website is the price of the new piece. The rental price ("Rent from") is for 4 days; the 6, 8, 10 and 20-day periods have their own rates, which you'll see when you choose the dates in the calendar.

Credit or debit card and the express payment methods you'll see available at checkout depending on your country. Your bank may ask you for a verification step to confirm the payment.

Use the country selector in the footer to see prices in your currency. Within the European Union prices include VAT and there are no surprises. Outside the EU (United Kingdom, Switzerland, United States, Latin America…), customs duties and import taxes are set by your country and are borne by the customer: the carrier will charge them on delivery and this is outside our control.

Yes, if you ask us before the rental ends and the piece has no other bookings. We deduct what you paid for the rental (not the shipping or the insurance) from the sale price and send you a payment link. Pieces bought after a rental cannot be returned.

Purchases: all of Spain (including the Balearic Islands, Canary Islands, Ceuta and Melilla), Portugal, the rest of Europe and most of the world (United States, Canada, Latin America, Middle East, Asia, Oceania…). If your country doesn't appear at checkout, write to us and we'll look into it.

Rentals: only to mainland Spain, the Balearic Islands and mainland Portugal, or pickup at our Madrid store.

• Mainland Spain: €3.99
• Balearic Islands: €5.99
• Canary Islands, Ceuta and Melilla: €11.99
• Portugal and rest of the European Union: €12.99
• Belgium, Netherlands and Luxembourg: €29.99
• United Kingdom, Switzerland, Norway and rest of Europe: €34.99
• Rest of the world: from €79.90 depending on destination (you'll see it at checkout before paying)
• Pickup at our Madrid store: free

We prepare and ship your order in 1–2 working days. Delivery takes 1–2 working days in mainland Spain, 3–4 in the Balearic Islands and 5–10 in Europe and the rest of the world. During sales, Black Friday and Christmas there may be some delay in logistics and preparation. If you're in a real hurry and in Madrid, we recommend visiting our store.

Yes. When it leaves our premises you'll receive an email with the tracking number. You can also see the status of each order in your account.

You can send your order to any address you like (home, work, a hotel, a gift). If you need to change the address after buying, write to us as soon as possible: as long as the parcel hasn't left, we'll change it with no problem; if it's already on its way, it will be delivered to the original address.

Yes. Choose In-store pickup at checkout and we'll email you when it's ready (usually within 24 working hours). Collect it at Calle del Almirante 4, Monday to Saturday from 11:00 to 20:00. You can come yourself or send someone (even a Glovo courier) to collect it.

We don't offer express delivery. The fastest option in Madrid is in-store pickup and, if you can, a Glovo pickup. Write to us and we'll try to help you get it as soon as possible.

Yes. You have 14 calendar days from receiving the order (or from when it's available for pickup in store) to request a return, provided the piece is unworn, unwashed and with its tag. We refund to the original payment method. The delivery shipping costs are not refunded, and the return shipping costs the same as the outbound shipping and is deducted from the refund.

In-store purchases are returned as Borow credit for the amount paid, to use on any purchase or rental.

This excludes specific campaigns such as outlets, which may have a special refund policy.

For hygiene reasons, lingerie and Bärly items (nipple covers, adhesives, tapes…) can never be exchanged or returned unless they are faulty.

Write to us on WhatsApp or at hola@borow.es with your order number and we'll send you a return label so you can drop the parcel at your nearest MRW office. If you're in Madrid, you can also bring it to the store. Return the piece in its packaging and well protected: you're responsible for it arriving in perfect condition.

Exchanges are handled as a return plus a new order: you return the piece that doesn't fit within 14 days and place a new order for the size or colour you want (subject to availability). If you're in Madrid, we'll exchange it for you on the spot in store if it's in stock.

As soon as we receive the piece and check that it's in perfect condition. Card refunds can take between 24 hours and 15 working days to appear, depending on your bank; Borow credit appears in your account immediately.

Yes, under the same conditions: 14 days, unworn and with its tag. Write to us and we'll tell you how to send it back; the return shipping costs (equivalent to the outbound shipping) are deducted from the refund, and any taxes or duties paid at destination are not refundable by Borow.

Choose Rent, your size, and mark on the calendar the day you want to receive your Borow and the return date. The calendar shows the available rental end dates based on these durations: 4, 6, 8, 10 or 20 days. You receive it at home on the start date (or collect it in store), enjoy it, and on the last day you return it (your BorowBack). We take care of the cleaning. Here we explain it step by step.

We ship rentals to any address in mainland Spain, the Balearic Islands and mainland Portugal, and you can also collect it at our Madrid store.

If you're browsing from another country, the rental option won't appear: you'll only see the buy option. If you want to see the rental options while outside the country, choose Spain in the country dropdown in the website footer.

The "Rent from" price you see on each piece is for 4 days; longer periods have their own rate, which you'll see when you choose the dates.

If you like, you can add the 24h Try-on (€15) or Premium Insurance (€10). Dry cleaning and minor damage insurance are included.

Shipping and return costs are €8 in mainland Spain and Portugal, €22 in the Balearic Islands, or free if you collect and return in store.

The calendar opens 2 months in advance; if a dress has stolen your heart, book it soon because we have few units per size (you can cancel with a full refund up to 14 days before your rental starts).

For last-minute rentals, you can book until 14:00 on the working day before the start: we ship it that same day with MRW and it reaches you the next day. If it's for today, visit our store and take the dress with you on the spot.

Deliveries are made Monday to Friday. On Saturdays you can only start a rental by collecting it in store; there are no deliveries on Sundays or public holidays. If your rental ends on a Sunday or public holiday, the Borow Back rolls over to the next working day at no cost: the calendar works it out for you. Outside Madrid, check that your start and end dates don't fall on a local holiday.

Yes, but all the rental pieces in one order must have the same dates. For events on different dates, place one order per date. Purchases can go in the same order as a rental.

You have three options: come and try it on at the Madrid store (feel free to write to us beforehand to confirm the style is there), ask us on WhatsApp with your measurements, or add the 24h Try-on to your booking and try it at home before deciding. If you book two pieces with the 24h Try-on, you keep the one you like best and we refund the other.

For €15 you receive your Borow a few days before the rental starts, try it on at home and we collect it the next day. If it's not right for you, let us know within those 24 hours and we refund the rental amount to the original payment method, deducting only the €15 for the try-on. If you love it, you'll receive it again on the start date. If your rental starts almost immediately, we send it just once and you keep it until the end; if it's not right, let us know within the first 24 hours to cancel it. Only applies to dresses, jumpsuits and sets (excl. the ski collection), and its cost is non-refundable once the try-on has taken place.

An optional €10 insurance covering major damage during the rental: burns, tears, rips… You tick it in the cart when booking, or ask us for it afterwards as long as the rental hasn't started. It doesn't cover misuse (DIY alterations, pin marks, improper ironing, snags from wearing a piece that's too long…) or theft or loss. Only applies to garments (dresses, jumpsuits, sets, capes and coats), not accessories.

Of course! Come to Almirante 4 without an appointment, try on whatever you like and take it with you that same day, or book it for another date. If you start your rental in store, the Borow Back is also done in store.

For long trips, productions or special events, write to us and we'll find a tailored solution.

It arrives clean, checked and ironed, ready to wear. After the event you don't have to do anything: the cleaning is on us. In fact, we ask you please not to take it to the dry cleaner or wash it at home.

Bear in mind that some delicate pieces may crease in transit if you order home delivery. In those cases we recommend a careful steam iron or, if possible, collecting the dress in store.

No: taking up hems, sewing on embellishments or any other alteration is not allowed. The piece has to dress many more women after you. If you need to adjust the length for the event, you can use adhesive tape, checking first that it leaves no residue or marks on the fabric.

Small accidents (ordinary stains, a button, a loose seam, a zip) are covered by the minor damage insurance included in every rental. Major damage (burns, tears, hems with dirt that can't be removed) is covered by Premium Insurance if you took it out; if not, we'll charge you according to the damage assessment, up to the original sale price of the piece. Loss or theft is not covered by any insurance.

It's the return at the end of the rental. On the last day, fold the piece, put it in the same box or garment bag it came in and stick on the return label. Then choose: hand it to the MRW courier who calls at your home during the day (collection is included in the shipping); drop it at your nearest MRW office before it closes (let us know so the courier doesn't come to your home); or bring it to the Madrid store. The Borow Back is always done from the same address where you received the order.

Bear in mind that it's your responsibility to get the parcel to the courier on the day of the Borow Back; late returns may incur penalties for each day of delay.

Contact MRW to leave instructions (a neighbour, the doorman) or drop the parcel at an MRW office that same day. If you're in Madrid, you also have the option of bringing it to our store. What matters is that the parcel is in MRW's hands or ours on the agreed day; otherwise late penalties may apply.

One day's delay can leave another customer who had it booked without her dress, so we ask you to be punctual. If you miss the date, a penalty equal to the 4-day rental price of that piece is charged for each day of delay and per product. If 10 days go by without it being returned, after notifying you, the sale price of the piece is charged. If you know you're going to need more days, write to us beforehand: we can extend in blocks if nobody else has it booked, which will always be cheaper than incurring late penalties.

When we receive and check the piece we'll send you an email confirming that everything is in order. If we detect damage that isn't covered, we'll contact you by phone or email to discuss a possible penalty or solution.

Yes, as long as your Borow hasn't left our premises. More than 14 days before the rental start date we refund everything (rental, shipping and insurance) to the original payment method. With 14 days or less, you receive the booking amount as Borow credit with no expiry, for your next rental or purchase. Write to us on WhatsApp or by email with your order number and we'll confirm within 24–48 working hours.

Once shipped, a rental can only be returned if you added the 24h Try-on. That's why we recommend adding it when you're unsure about the size or style, or coming to try it on in store before booking. Accessories can't be tried on or returned.

Yes, as long as the order hasn't left and there's availability. Write to us as soon as possible with your order number and we'll sort it out.

Dresses and sets that have been part of our rental wardrobe and are also available to buy. They go through quality control, cleaning and ironing, and you can always check what condition they're in. It's the most sustainable (and affordable) way to take a Borow home forever.

At our Madrid store, where you can see and try them on. If you're looking for a specific style or size, write to us on WhatsApp and we'll tell you whether we have it pre-loved.

All in-store purchases are returned as Borow credit, within 14 days and with the piece in the same condition you bought it in.

It's not compulsory, but we recommend it: tap the account icon, enter your email and we'll send you an access code (no passwords). From your account you can see your orders and rentals, your addresses and your Borow credit.

At checkout, in the Discount code field, respecting capitals and spaces. Only one code can be applied per order, and codes can't be combined with other promotions unless stated otherwise.

It's the credit you receive when you cancel a rental with 14 days or less to go, or when you return an in-store purchase. It's linked to your account, never expires and can be used for any purchase or rental. Log in with the same email as the order and you'll be able to apply it at checkout; if the order exceeds your credit, you pay the difference. If you request the cancellation or return of an order paid with credit, it will be refunded in the same form.

If you'd like to give a Borow as a gift, write to us and we'll help you.

Calle del Almirante 4, 28004 Madrid. Monday to Saturday from 11:00 to 20:00. No appointment needed. Directions.

In store we have a selection of the catalogue, and we don't always have every style in every size. If you're after one in particular, write to us before coming with the style you're interested in and we'll confirm whether it's available to try on. If you're not sure and just want to browse in person, we have plenty of options available in store.

On WhatsApp or at hola@borow.es. If your query is about an order, have your order number handy to speed things up.

We love discovering new brands. Write to us at hola@borow.es and we'll be delighted to consider it!