FAQ

FAQ

Top 5 Questions


1.When will my order ship?


Processing Time: Order processing starts from the time you hit submit, until the time your items leave our warehouse. Please allow 1-2 business days (Monday-Friday) for processing on all Standard Shipping orders.

 

 

Shipping Time: Shipping time and costs are determined by the shipping method chosen upon checkout. Shipping time is the time it takes after your order is processed and leaves our warehouse to the time your package arrives to your doorstep. Orders are shipped on business days (Monday-Friday) only.

Standard                   4-7 Business Days                  
Second-Day              2 Business Days*                    
Next-Day                   1 Business Day                     
*Orders placed on business days before 1:00PM EST will be processed and shipped the same day. 

2.  How will I know if my order shipped?

After placing your rue21.com order, you will receive two notifications, an Order Confirmation email and a Shipping Confirmation email.

The Shipping Confirmation email will be sent as soon as your package is ready to leave our facility and contains your tracking number. You can track the status of your shipment by clicking the tracking number in the email or entering the tracking number into the appropriate field on the carrier’s website. Your tracking number will be recognized on the carrier’s site approximately 24 hours after your order has shipped. Please note: All emails are sent directly to the email address provided upon checkout.

3. Can I change or cancel my order?

Yes, if you have changed your mind, you have 30 minutes from the time of purchase to change or cancel any order.  Please feel free to contact us at 1-866-533-4783 between the hours of 10am to 8pm Eastern Standard Time. At this time, we are unable to cancel orders outside of our hours of operation.

Please note: rue21 does not charge you for your order until your merchandise ships. Orders that have been cancelled could result in a preauthorization hold.  This hold will be removed by your financial institution in approximately 3-5 business days (Monday –Friday).   

4.  How do I process a refund or exchange?

In Store: rue21 offers free and easy in store returns or exchanges for online purchases at any rue21 store! Please ensure you have the items you’d like to return along with your original packing slip.

By Mail: Return shipping costs are at the customer’s expense. We are unable to processes exchanges by mail. Items that are returned by mail within our 30 day return policy will be refunded to the original form of payment.  You can simply return by mail by utilizing the bag or box in which your purchase was originally shipped. rue21 bags have a re-sealable tab for your convenience. Be sure to include the original packing slip with your return. If you cannot send the packing slip, just make sure to include your Order Confirmation email with your return. If your return is sent back without this information, we will not be able to process the refund.

5.  How do I apply a coupon or promotion to my order?
Coupons are to be applied upon checkout in the Promotional Codes field.  rue21 coupons are subject to exclusions.  Exclusions can be found at the bottom of emails or the back of coupons. Exclusions are generally denoted by asterisks.

General coupon exclusions include: Amount of deduction will be given at the point of sale pretax and net of discounts. Limit one coupon per customer. Not valid with any other coupons. No cash value. Excludes 40% off or more and buy one get one free items. Some price points lower than 40% off excluded. Not valid on Gift Card purchases or previous purchases.

Please note: Promotional discounts such as Buy One Get One or promo prices will automatically reflect in your cart.