COVID-19, OUR STORES AND FAQs
How are you caring for your associates and teams?
All of our employees have been supplied face masks, hand sanitizer, and gloves to wear throughout their shift. We understand each of our associates has individual needs, and we are working to protect the health and safety of everyone while staying compliant with new federal, state and local regulations.
Are you changing the policies on how stores and the warehouse are cleaned?
We are following all CDC guidance and have supplied our stores with additional cleaning products and hand sanitizer. We are encouraging best practices including frequent handwashing and six-foot social distancing, and are ensuring all public areas are maintained, cleaned and safe for our customers and employees. Additionally, we have limited the capacity of customers in-store and have added plexiglass shields to our checkout counters.
How do I learn about store hours and operations?
We are in contact with all of our local officials and adhering to the mandates of our local governments. You can find out more about how your local rue21 store has been affected by visiting our store locator page.
Are you offering curbside pickup?
Unfortunately, we are unable to offer curbside pickup at this time.
Will your fitting rooms be open?
Our fitting rooms will be temporarily closed as an additional safety measure.
Can I still pay with cash?
We are still accepting cash payments in-store.
Do you have contactless payment?
You can use contactless payment through Apple Pay, Samsung Pay, Google Pay and Klarna in-store.
I have a ship-to-store order, but I didn’t pick it up before my store closed. What will happen to my order?
If your order was ready for pickup before the closure, you’ll be able to pick it up when the store reopens. We’ll hold your order for 30 days after the store reopens. Please visit our store locator page to check on store re-openings and view temporary store closures in your area.
My ship-to-store order has not arrived at the store yet. Can I have it shipped to my home instead?
Unfortunately, we do not have the option to change the address on an order. All ship-to-store orders in-transit to one of our stores will be returned to the warehouse. A refund will be processed to your original form of payment once it arrives back. We’re sorry for any inconvenience with your order caused by our temporary store closures!
I have a buy online, pick up in-store order ready, but I didn’t pick it up before the store closed. What will happen to my order?
You’ll be able to pick it up when the store reopens. We’ll hold your order for 14 days after the store reopens. You might see a preauthorization hold on your charge card that will likely drop off in 2-3 days. We’ll process the charge when you pick up your order. Please visit our store locator page to check on store re-openings and view temporary store closures in your area.
I want to exchange something from my order, but my store is closed. How can I complete an exchange?
Unfortunately, we are unable to offer exchanges by mail at this time. However, you can return the item via mail and place a new order for the correct item or hold on to your packing slip and make an exchange in-store when your store reopens. There are no time restrictions on exchanges. Please visit our store locator page to check on store reopenings and view temporary store closures in your area.
Why is my shipping delayed?
To protect the health and safety of our distribution center employees, we’re increasing safety measures and social distancing. As a result, you may experience some processing and shipping delays. Once your order is processed, you can track your shipment via your shipping confirmation email.
Is your online store still open?
Our online store is open 24/7. We will continue to provide safe shopping, shipping and support. Every process involved in your order is working to maintain a clean, safe environment for customers and employees.
Where do your products come from and are they safe?
Our products come from all over the world. The good news is that it takes many weeks from when our clothing leaves the manufacturer until it arrives at our distribution center and then finally in our stores. The guidance we have received is that our clothing is safe for our customers and associates to handle and wear.
Will the return policy change?
Our return policy has been extended. Returns will be accepted in their original condition until July 1, 2020 for purchases made between February 1, 2020 and June 1, 2020 for refund back to the original form of payment if accompanied with the original receipt or packing slip. There is no time limit on exchanges but exchanges are only offered in-store. We are unable to complete exchanges via mail. Any items returned without a receipt or after the designated return window will be refunded via merchandise credit for the current selling price of the item(s).
Stay healthy, and please call Customer Service at 1-866-533-4783 or contact us here via email with any questions.