Shipping and Returns

Shipping

Where do you ship to?

rue21 ships to the 48 contiguous states, which excludes Alaska and Hawaii. We will ship to domestic P.O. Boxes, but ONLY using our standard shipping options. At this time, we do not ship to Puerto Rico, APO/FPO, or international addresses. rue21 ships using UPS for 2-day and overnight orders, and UPS SurePost for standard orders. With UPS SurePost, your package may be delivered by the US Postal Service. Also with standard service, your package has the possibility to be delivered on Saturday via your US mail. Standard service deliveries made to residential addresses do not require a signature.

Do you ship online orders to stores?

Yes, we currently ship rue21.com orders to all stores. Check our Store Locator to see if your store currently offers Ship-to-Store. For more details on Ship-to-Store, please go to: http://www.rue21.com/store/ship-to-store.

What are your shipping rates?

Shipping rates as followed:

  • Standard Shipping costs $7.95
  • 2- Day Shipping costs $17.95
  • Overnight shipping costs $25.95
  • Ship-to-Store costs $4.95

rue21 ships using UPS for 2-day and overnight order, and UPS SurePost for standard orders. With UPS SurePost, your package may be delivered by the US Postal Service. Also with standard service, your package has the possibility to be delivered on Saturday via your US mail. Standard service deliveries made to residential addresses do not require a signature.

Why did I not get free shipping on my order?

*Free Standard Shipping Over $50 Purchase

Valid online at rue21.com for a limited time only. Free shipping will be automatically applied to all orders totaling $50 or more. No promo code needed. You must purchase a total of $50.00 worth of merchandise after all applicable discounts and before sales tax is applied. Does not include rue21 gift cards. No price adjustments on previous purchases. Not valid at rue21 stores. Cannot be combined with any other offers. Valid on standard U.S. ground shipping to U.S. delivery addresses in the 48 continental states only. Not valid for international delivery addresses or Alaska, Hawaii, U.S. territories, P.O. Boxes, and APO/FPO addresses. Additional charges apply for 2-Day or Overnight shipping. Limited time offer. Terms subject to change without notice. Offer may be cancelled or modified at any time. Void where prohibited.

Do you have expedited shipping options?

Yes, we offer 2-Day shipping and Overnight shipping options. However, please note shipping rates do apply. When placing your order, please take into account the 1-2 business days for order processing on all orders.

What should I do if my shipment is damaged?

If your shipment was damaged in transit, please call Customer Service at 1-866-533-4783 or email Customer Service for further assistance with your order.

What should I do if my shipment is lost/stolen?

rue21 is not responsible for lost or stolen packages when a delivery notice has been received from the carrier. In the event that your package was not received and no delivery notice has been sent, please contact Customer Service at 1-866-533-4783 or email Customer Service for further assistance. Any returned packages due to undeliverable addresses will be treated as cancellations and the merchandise cost will be refunded to the account on the order. With any gift card return or refund, a new gift card will be mailed to you.

What should I do if my item is defective?

In the event that you have found a manufacturer defect with an item, please feel free to bring your packing slip to your local rue21 for a refund or exchange. If you do not have a rue21 location near you, please feel free to call Customer Service at 1-866-533-4783 or email Customer Service for further assistance with your order.

My shipment was missing an item. Whom should I contact?

In the event your shipment is missing an item, please call Customer Service at 1-866-533-4783 or email Customer Service for further assistance with your order.

What should I do if I receive the wrong item?

In the event you receive an item you did not order, please call Customer Service at 1-866-533-4783 or email Customer Service for further assistance with your order.

I haven’t received my order. Who should I contact?

All orders are processed Monday through Friday, but are not processed or shipped on weekends or holidays. Don’t forget to allow 7-10 business days for order processing, too!

Reference your shipment confirmation email for your tracking number! You can track your shipment with the carrier using the tracking number provided.

If you still think your order is missing, please call Customer Service at 1-866-533-4783 or email Customer Service for further assistance.

How do I track my order?

Once your order ships, you will receive a shipping confirmation email. This email contains the carrier tracking number for your order and a link to the carrier’s web site. You can track the status of your shipment by entering the tracking number into the appropriate field.

Why doesn’t the carrier’s web site recognize the tracking number for an order I placed?

Your tracking number won’t be recognized until approximately 24 hours after your order has shipped. This is the time needed for their online tracking system to update. Try tracking your package again the following day and follow it to your front door!

Will you keep me up to date on shipping status via email?

No, please feel free to use the initial tracking number provided in your confirmation email to check the status with the online carrier associated with your order.

Is the rue21 shipping facility open on holidays?

The rue eCommerce shipping facility is closed for shipping on the following holidays. Your package will be processed on the next business day.

  • Good Friday – April 17, 2017
  • Memorial Day – May 29, 2017
  • Independence Day – July 4, 2017
  • Labor Day – September 4, 2017
  • Thanksgiving Day – November 23, 2017
  • Christmas Day – December 25, 2017
  • New Year’s Day January 1, 2018

Returning In-Store Purchases

Can I return my in-store purchase online?

No, any items purchased at a rue21 store must be returned to a rue21 store. Any in-store returns received back to our online returns facility by mail will be returned to the sender at their expense.

Can I return my in-store purchase via mail?

No, we do not accept store purchase returns by mail. If you are not able to visit a store to make a return, please call Customer Service at 1-866-533-4783 or at email Customer Service for further assistance.

What is your return policy in-store?

Returns are accepted in their original condition within 30 days of purchase for refund, exchange, or Merchandise Credit based on the original purchase method of payment. Returns are accepted on all rue21 merchandise, including jewelry, fragrances, accessories, and lingerie. rue21 swimwear is not returnable without the hygienic liner intact and the original tickets attached.

With Receipt/Packing Slip- The merchandise will be refunded for the full purchase amount based on the original purchase method of payment. Merchandise refunded by check, will be refunded 10 days after the day of purchase.

Without Receipt/Packing Slip- The merchandise will be refunded as a Merchandise Credit or exchanged for the current selling price. If the amount of the return is less than $5, a merchandise credit will not be issued; a cash refund will be given.

How can I return/exchange a gift?

If you are unhappy with any rue21 gift that you received, simply bring your merchandise with your original packing slip to any rue21 location for an exchange or Merchandise Credit.

How do I return/exchange my online purchase in a store?

To return/exchange your online purchase in a store, simply bring your merchandise with your original packing slip to any rue21 location. rue21 swimwear is not returnable without the hygienic liner intact and the original tickets attached.

I made a purchase at a rue21 store while I was out of town. How do I make a return/exchange if I do not live near a store?

We gladly can process a return/exchange at any rue21 location regardless of which store location the merchandise was purchased.

What do I do if I have defective product that I purchased in a store?

At rue21, our business is built around a tradition of quality and commitment to service. To us, there is nothing more important than your total satisfaction. To that end, we invite you to return the merchandise you purchased to one of our many stores for a refund or exchange, due to the quality issue.

Returning Online Purchases

Can I return my online purchase in a store?

Yes, you can return your online purchase at any rue21 store. Please ensure you have the items you’d like to return along with your original packing slip when you go to the store. rue21 swimwear is not returnable without the hygienic liner intact and the original tickets attached.

Can I return my online purchase by mail?

Yes! The bag in which your purchase was originally shipped to you has a convenient re-sealable tab. You can use this bag to pack up items for return. Be sure to include the original packing slip with your return. It is a good idea to keep a copy for you records. If you cannot send the packing slip, just make sure to include your order number, billing name, and address on a piece of paper with your return. If your return is sent back without this information we will not be able to process the refund. rue21 swimwear is not returnable without the hygienic liner intact and the original tickets attached.

Make sure all other shipping labels have been removed or blackened out before you mail your return package to eliminate any confusion. All return shipping charges must be prepaid. We do not accept COD deliveries.

We recommend that all returns be sent via a traceable carrier such as UPS or FedEx. rue21 will not be responsible for packages not received by a traceable carrier.

What is your return policy online?

Returns are accepted in their original condition within 30 days of purchase for refund or Merchandise Credit based on the original purchase method of payment. Returns against purchases made with PayPal and returned to the Distribution Center will be refunded to the PayPal account used to place the order.  If the PayPal purchase is returned to a local rue21 store, a Merchandise Credit card will be issued.

I purchased rue21 merchandise online. How do I return/exchange it?

You can simply return your online purchase by following the directions on the back of the packing slip. Please ensure that your original packing slip is enclosed with your merchandise to ensure a seamless return.You can also take your merchandise and original packing slip to any rue21 store for a refund or exchange. rue21 swimwear is not returnable without the hygienic liner intact and the original tickets attached.

How can I return/exchange a gift that was purchased online?

If you are unhappy with any rue21 gift that you received, simply bring your merchandise with your original packing slip to any rue21 location for an exchange or Merchandise Credit. rue21 swimwear is not returnable without the hygienic liner intact and the original tickets attached.

I have lost my packing slip. Can I still return/exchange my purchase?

If you misplace your packing slip, please feel free to return/exchange your merchandise to any rue21 location for Merchandise Credit for the current selling price of your items. Please see our in-store return policy for further details.

I want to exchange an item, but the size I need is no longer available. Do I still have to pay for return shipping?

Customers are responsible for return shipping costs related to the return.

How do I return/exchange an online purchase after 30 days?

If you wish to return your online purchase after the 30 day grace period, you will be issued Merchandise Credit for the current selling price of the merchandise. You can do this one of two ways:

  • Send your merchandise with the original packing slip to the rue21 returns address provided, for the current selling price of the merchandise.
  • Visit your local rue21 to process an exchange for the current selling price of the merchandise.