FAQs

What do I need to bring with me to pick up my order?+

You must bring a form of photo ID and your order confirmation email when you pick up your order.

When can I pick up my order?+

We’ll send you an email when your order is ready for pickup! Most orders will be ready for same-day pickup. If your order is placed two hours prior to store closing, it may not be ready for pickup until the next business day.

What if I can’t pick up my order today? Can you hold it?+

Can’t make it in today? No problem. Your order will be held for 14 days after you place your order. After 14 days, the order will be canceled and the items put back in the store. Keep in mind, rue21 will not charge you until you pick up your order, but your financial institution may place a hold on your account.

When do you charge my credit card?+

Your financial institution may place a hold on your account for the total amount of your purchase once you complete your order. Your card will be charged by rue21 when you pick up your order from the store.

Can I cancel my order if I change my mind?+

Oh, bummer! If you’d like to cancel your order, please call Customer Service at 1-866-533-4783 or Contact Us here for further assistance.

Oops. I forgot to pick up my order. What happens now?+

If you miss the 14-day hold, your order will automatically be canceled and removed from the pickup rack.

Can I have someone else pick up my order?+

Yep. You can add one additional name to your pickup order at checkout. That person must bring a form of photo ID and the order confirmation email with them when they pick up your order.

Where do I go when I get to the store to pick up my order?+

Our Fashion on the Fly signs will direct you to the pickup location. Find an associate, then show your ID and order confirmation email to complete your pickup.

Can I pick up certain items and have others shipped?+

Yes! We also offer Ship-to-Store and Standard Shipping options. Just select your shipping preferences at checkout.

Can my Buy Online, Pick up In-Store order be returned at the store?+

Sure can. You can return item(s) to us as long as it meets our return policy. Buy Online, Pick up In-Store returns must be made in-store.

What if the items I want aren’t available for the Buy Online, Pick up In-Store option?+

We also offer Ship-to-Store & Standard Shipping options. If items aren’t available for pickup, you can have them shipped to the store or your home for an additional fee. Ship-to-Store and Standard Shipping orders have a delivery time of 7-10 business days.

My store isn’t available for the Buy Online, Pick up In-Store option. How can I tell what stores are participating?+

The Buy Online, Pick up In-Store option is currently not available at closing stores.