Online Ordering

Who should I contact if I need order assistance?

Your satisfaction is important to us. If you have any questions about your order, please feel free to contact Customer Service at 1-866-533-4783 or email Customer Service for further assistance.

Is your site secure?

We implement many layers of safeguards to protect your security and privacy. Our site has security measures in place to protect against the loss, misuse, and alteration of information under our control. All transmissions that include personally identifiable information are protected using the industry standard SSL protocol encryption technology to protect against information loss and assure a secure and trusted experience. In addition, we utilize other physical and contractual practices and policies to safeguard your information. However, it is important to know that no online data transmission can be guaranteed to be 100% secure.

What will my personal information be used for?

When you register, we collect your name, mailing address, phone number, and email address. This information is used to respond to your requests, contact you if necessary, and if you wish, send you emails and texts about sales, promotions, and other special events!

Do I have to have an account to order?

You don’t need to have an account to place an online order, but it’s a good idea! It allows us to contact you if there is a problem processing your order and allows you to view your order status online. Best of all, registering is easy and free!

Why should I sign up and become a member?

If you become a member, you will be able to store your billing address, multiple shipping addresses, and check your order status any time you’d like!

How do I place my order?

Whether you’re buying something for yourself or a gift for someone else, ordering is quick and easy. Add at least one item to your shopping cart and then go to checkout. During the checkout process you can select shipping options, enter payment information, and add billing and shipping addresses. You can also review your order before it’s final, and make changes to the color, size, or quantity of the item.

What do I do if I receive an error page while placing my order?

If an error message has occurred on the page, please wait a few minutes and try reloading the page.

What do I do if my computer times out while placing an order?

If your computer has timed out, this means that you have been idle for over 30 minutes. Just click on your shopping cart to keep shopping.

How do I know that my order went through?

Before closing your browser, please print the confirmation page for your records. You will also receive an order confirmation email that contains your order number and details. Once your order has shipped, we’ll send you a shipping confirmation email with tracking information.

Can I order by telephone?

If you experience a technical issue when placing your order online, please contact Customer Service at 1-866-533-4783 or email Customer Service. Make sure you have the item and SKU numbers available with your payment method ready when you call to place your order.

What payment methods do you accept?

We accept VISA, MasterCard, American Express, Discover, PayPal, ATM/Debit Cards with a VISA or MasterCard logo, rue21 Gift Cards, and rue21 Merchandise Credit Cards. Sorry, we do not accept personal checks, travelers’ checks, cashier’s checks, money orders, mall gift certificates, COD, or Cash for online purchases.

Can I change my order after I have totaled my sale?

Yes, you can hit the “Shopping Bag” link and add or delete items before you finalize your sale. Just make sure you click the “Submit” button once! This will avoid any duplicate charges.

Please note that orders are subject to verification and acceptance before shipping. We are not responsible for typographical errors that are submitted during your order process.

When will my credit card be charged?

When paying with a credit card, your card will be charged when your order ships. If you are paying with a debit/check card, your card will be charged when you submit your order.

Do I have to pay taxes on my purchase?

Yes, sales tax is calculated according to the state and county tax laws in which the order is being shipped. The tax calculator shown online is only a quote. There are situations where this quote will differ from the total charged. Once your order is finalized, the sales tax will be recalculated based on city, state, county, and district tax rates. The difference between the two is usually no more than a few cents.

When will I receive my order?

Orders are processed Monday through Friday. Orders are not processed or shipped on weekends or holidays. Before your order ships, please allow 1-2 business days for order processing. Please keep this in mind when selecting your shipping options. Priority Shipping orders placed by 1:00pm EST will be processed same day.

How can I make sure my package arrives if I’m not around to sign for it?

Our carrier will not require signatures for any rue21 deliveries. Once your order ships, you will receive a shipping confirmation email. This email contains the carrier tracking number for this order and a link to the carrier’s web site. You can track the status of your shipment by simply inputting your tracking number into our carrier’s web site.

Why was my order cancelled or delayed?

Orders can be cancelled due to the following:

  • Items are unavailable.
  • Difficulty in processing your payment information.
  • Inability to ship to the address provided.

Please feel free to contact Customer Service at 1-866-533-4783 or email Customer Service for further assistance with a canceled order.

What happens if a product is cancelled on my order?

If an item is cancelled from your order, it means the item is sold out. The good news is that you are only billed for merchandise that has shipped! Since we don't backorder items, keep checking the site often, especially since we add new items almost every day!

Why haven’t I received an email regarding my order?

Below outlines the reasons why you are not receiving email notifications:
  • You may have an outdated email address on file.
  • Your email was entered incorrectly when placing your order.
  • You may have a spam blocker filtering out email from our system.

Make sure to keep your user information current by updating your email address. Also, try turning off any spam blockers that may be preventing our messages from getting to you.

Can I cancel my order after I clicked “Submit”?

Yes, if you have changed your mind you have 30 minutes from time of purchase to cancel any order that did not have overnight shipping selected. Overnight orders are processed immediately and cannot be cancelled. Please feel free to contact us at 1-866-533-4783 or email Customer Service for further assistance with your order.

Can I backorder an item that is currently unavailable?

Due to the rate at which items sell out, we do not place backorders for items.

How do I request a catalog?

At rue21 we strive to minimize our environmental impact, and therefore we do not print a paper catalog. However, you can see our full selection of items in any of our stores. Don’t forget to check out our web site while you’re here!

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!
 

Why am I seeing charges on my account when my order did not process or was canceled?

What you are seeing on your statement is a preauthorization pending hold. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

Why do I see a charge on my account before my items are shipped?

What you are seeing on your statement is a preauthorization pending hold. This was created when you submitted your order. Your account holder would have temporarily “reserved” the funds to process your order. Please note that you will be charged as soon as your order has shipped. Your pending charge will then move to settlement status on your account.

I attempted to place an order to an APO address. Why was my order canceled? Why am I seeing charges to my account?

Currently, rue21 ships to 48 contiguous states, which excludes Alaska and Hawaii. We do not ship to APO addresses or internationally. What you are seeing on your statement is a preauthorization pending hold. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

I attempted to place on order to an International address. Why was my order canceled? Why am I seeing charges to my account

Currently, rue21 ships to 48 contiguous states, which excludes Alaska and Hawaii. We do not ship internationally. What you are seeing on your statement is a preauthorization pending hold. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

Can I place an order outside of the U.S.?

No, if you attempt to place an order outside of the U.S., your order will not process and will be canceled due to having an International IP address. However, you will see a preauthorization pending hold on your statement. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

Can I use an International Credit Card?

No, if you attempt to place an order using an international credit card, your order will not process and will be canceled. However, you will see a preauthorization pending hold on your statement. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

Who should I contact if I need order assistance?

Your satisfaction is important to us. If you have any questions about your order, please feel free to contact Customer Service at 1-866-533-4783 or email Customer Service for further assistance.

Is your site secure?

We implement many layers of safeguards to protect your security and privacy. Our site has security measures in place to protect against the loss, misuse, and alteration of information under our control. All transmissions that include personally identifiable information are protected using the industry standard SSL protocol encryption technology to protect against information loss and assure a secure and trusted experience. In addition, we utilize other physical and contractual practices and policies to safeguard your information. However, it is important to know that no online data transmission can be guaranteed to be 100% secure.

What will my personal information be used for?

When you register, we collect your name, mailing address, phone number, and email address. This information is used to respond to your requests, contact you if necessary, and if you wish, send you emails and texts about sales, promotions, and other special events!

Do I have to have an account to order?

You don’t need to have an account to place an online order, but it’s a good idea! It allows us to contact you if there is a problem processing your order and allows you to view your order status online. Best of all, registering is easy and free!

Why should I sign up and become a member?

If you become a member, you will be able to store your billing address, multiple shipping addresses, and check your order status any time you’d like!

How do I place my order?

Whether you’re buying something for yourself or a gift for someone else, ordering is quick and easy. Add at least one item to your shopping cart and then go to checkout. During the checkout process you can select shipping options, enter payment information, and add billing and shipping addresses. You can also review your order before it’s final, and make changes to the color, size, or quantity of the item.

What do I do if I receive an error page while placing my order?

If an error message has occurred on the page, please wait a few minutes and try reloading the page.

What do I do if my computer times out while placing an order?

If your computer has timed out, this means that you have been idle for over 30 minutes. Just click on your shopping cart to keep shopping.

How do I know that my order went through?

Before closing your browser, please print the confirmation page for your records. You will also receive an order confirmation email that contains your order number and details. Once your order has shipped, we’ll send you a shipping confirmation email with tracking information.

Can I order by telephone?

If you experience a technical issue when placing your order online, please contact Customer Service at 1-866-533-4783 or email Customer Service. Make sure you have the item and SKU numbers available with your payment method ready when you call to place your order.

What payment methods do you accept?

We accept VISA, MasterCard, American Express, Discover, PayPal, ATM/Debit Cards with a VISA or MasterCard logo, rue21 Gift Cards, and rue21 Merchandise Credit Cards. Sorry, we do not accept personal checks, travelers’ checks, cashier’s checks, money orders, mall gift certificates, COD, or Cash for online purchases.

Can I change my order after I have totaled my sale?

Yes, you can hit the “Shopping Bag” link and add or delete items before you finalize your sale. Just make sure you click the “Submit” button once! This will avoid any duplicate charges.

Please note that orders are subject to verification and acceptance before shipping. We are not responsible for typographical errors that are submitted during your order process.

When will my credit card be charged?

When paying with a credit card, your card will be charged when your order ships. If you are paying with a debit/check card, your card will be charged when you submit your order.

Do I have to pay taxes on my purchase?

Yes, sales tax is calculated according to the state and county tax laws in which the order is being shipped. The tax calculator shown online is only a quote. There are situations where this quote will differ from the total charged. Once your order is finalized, the sales tax will be recalculated based on city, state, county, and district tax rates. The difference between the two is usually no more than a few cents.

When will I receive my order?

Orders are processed Monday through Friday. Orders are not processed or shipped on weekends or holidays. Before your order ships, please allow 1-2 business days for order processing. Please keep this in mind when selecting your shipping options. Priority Shipping orders placed by 1:00pm EST will be processed same day.

How can I make sure my package arrives if I’m not around to sign for it?

Our carrier will not require signatures for any rue21 deliveries. Once your order ships, you will receive a shipping confirmation email. This email contains the carrier tracking number for this order and a link to the carrier’s web site. You can track the status of your shipment by simply inputting your tracking number into our carrier’s web site.

Why was my order cancelled or delayed?

Orders can be cancelled due to the following:

  • Items are unavailable.
  • Difficulty in processing your payment information.
  • Inability to ship to the address provided.

Please feel free to contact Customer Service at 1-866-533-4783 or email Customer Service for further assistance with a canceled order.

What happens if a product is cancelled on my order?

If an item is cancelled from your order, it means the item is sold out. The good news is that you are only billed for merchandise that has shipped! Since we don't backorder items, keep checking the site often, especially since we add new items almost every day!

Why haven’t I received an email regarding my order?

Below outlines the reasons why you are not receiving email notifications:
  • You may have an outdated email address on file.
  • Your email was entered incorrectly when placing your order.
  • You may have a spam blocker filtering out email from our system.

Make sure to keep your user information current by updating your email address. Also, try turning off any spam blockers that may be preventing our messages from getting to you.

Can I cancel my order after I clicked “Submit”?

Yes, if you have changed your mind you have 30 minutes from time of purchase to cancel any order that did not have overnight shipping selected. Overnight orders are processed immediately and cannot be cancelled. Please feel free to contact us at 1-866-533-4783 or email Customer Service for further assistance with your order.

Can I backorder an item that is currently unavailable?

Due to the rate at which items sell out, we do not place backorders for items.

How do I request a catalog?

At rue21 we strive to minimize our environmental impact, and therefore we do not print a paper catalog. However, you can see our full selection of items in any of our stores. Don’t forget to check out our web site while you’re here!

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!
 

Why am I seeing charges on my account when my order did not process or was canceled?

What you are seeing on your statement is a preauthorization pending hold. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

Why do I see a charge on my account before my items are shipped?

What you are seeing on your statement is a preauthorization pending hold. This was created when you submitted your order. Your account holder would have temporarily “reserved” the funds to process your order. Please note that you will be charged as soon as your order has shipped. Your pending charge will then move to settlement status on your account.

I attempted to place an order to an APO address. Why was my order canceled? Why am I seeing charges to my account?

Currently, rue21 ships to 48 contiguous states, which excludes Alaska and Hawaii. We do not ship to APO addresses or internationally. What you are seeing on your statement is a preauthorization pending hold. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

I attempted to place on order to an International address. Why was my order canceled? Why am I seeing charges to my account

Currently, rue21 ships to 48 contiguous states, which excludes Alaska and Hawaii. We do not ship internationally. What you are seeing on your statement is a preauthorization pending hold. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

Can I place an order outside of the U.S.?

No, if you attempt to place an order outside of the U.S., your order will not process and will be canceled due to having an International IP address. However, you will see a preauthorization pending hold on your statement. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.

Can I use an International Credit Card?

No, if you attempt to place an order using an international credit card, your order will not process and will be canceled. However, you will see a preauthorization pending hold on your statement. This was created when you attempted to place your order. Your account holder would have temporarily “reserved” the funds to process your order. However, since your order never processed or was canceled, this pending hold will generally drop off in 3-5 business days.