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Online Exclusive FAQs

What are Online Exclusive Graphics?

Say hello to SO MANY MORE graphics! We're bringing you a whole new assortment of graphic tee styles that are only available online. Our Online Exclusive Graphics are not available in-store and will ship directly to you.

What is Online Exclusive? 

Any product which is described as an ‘online exclusive’ will only be available to purchase on and is not available in any rue21 stores store pick up orders.

Can I have Store Pickup and Online Exclusive items in the same order?

YES!  Before closing your browser, please print or screenshot the confirmation page for your records. You will also receive an order confirmation email that contains your order number and details. Once your online exclusive item(s) have  shipped, we’ll send you a shipping confirmation email with tracking information. When your store pickup item(s) are ready for pickup, you'll receive another email letting you know to head to the store. Most store pickup orders will be ready for same-day pickup. If your order is placed less than two hours prior to store closing, it may not be ready for pickup until the next business day.

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. Select shipping, 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 is the shipping fee for online exclusive? 

The shipping fee for Online Exclusive orders is $6 per order.  

Do you offer expedited shipping options?

At this time, we are only offering standard shipping delivery.  

How do I know that my order went through?

Before exiting the browser, print or screenshot the confirmation page. You will also receive an order confirmation email with your order number and details. Once your order has shipped, we’ll send a shipping confirmation email with tracking information.

When will I receive my order? 

Orders for Online Exclusive items are processed and shipped Monday through Friday. Orders are not processed or shipped on weekends or holidays. Online exclusive orders use standard shipping which delivers in 4-7 business days.

How can I check the status of my Online Exclusive order?

Once your order has been shipped, you'll receive an email with a delivery tracking link that will allow you to monitor the progress of your delivery. You can also log in your account by accessing the link here.

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 emails from our system.

  •  If you have a Gmail account, rue21 emails may be filtered to the Promotions folder.

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.

When will my credit card be charged?

rue21 will not charge you for your order until it is picked up or the merchandise ships. Orders placed using a credit card may see a pre-authorization hold after submitting the order. This is usually done by your financial institution in anticipation of you picking up your order or your order shipping. Once the order is picked up or the order ships, rue21 will settle on the hold. If your order is canceled, the hold typically falls off in 3-5 days but may vary by financial institution.

Why was my order canceled or delayed?

Orders can be canceled due to the following: 

  • Items are unavailable. 

  • Difficulty in processing your payment or billing information. 

  • Inability to ship to the address provided. 

Please check your email for more information about your canceled order.

What happens if a product is canceled on my order?

If an item is canceled from your order, it means the item is sold out. rue21 does not charge you for your order until you pick up your order until your merchandise ships. Orders with canceled item(s) could result in a pre-authorization hold from your financial institution for the original order amount. When your order ships, rue21 will adjust the charge for the lower amount to reflect the cancellation. Please contact your financial institution for more information.

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

Our goal is to fill orders as quickly as possible, so we can’t change or cancel an order after it is placed. As long as the items meet our return policy, you can return them once they are received.

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

You are seeing a pre-authorization pending hold on your statement. rue21 does not charge you for your order until your merchandise ships. Orders that have been canceled could still result in a pre-authorization hold. This will be removed by your financial institution in approximately 3-5 business days (Monday - Friday). Please contact your financial institution for more information.

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

This is a pre-authorization pending hold on your statement. This was created when you attempted to place your order. Your account holder temporarily “reserved” the funds needed to process your order. Once your order has shipped, you will be charged, and the pending charge will move to the settlement status on your account.

What is the Online Exclusive return policy?

Returns with proof of purchase are accepted in their original condition within 60 days of purchase for a full refund or merchandise credit, based on how the original purchased was made. Please include the packing slip or copy of your order confirmation page or confirmation email inside the return package. The return cannot be processed for a refund without this information.

If possible, reuse the original packaging to mail your return.  If you are reusing packaging to mail your return, be sure all other shipping labels have been removed or blackened out before you mail your return. All return shipping charges must be prepaid. rue21 does not accept COD deliveries. 

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

rue21 is unable to accept exchanges via mail.

Ship to: Returns 
491 Park Drive 
Weirton, West Virginia 26062 

How to return/exchange at a rue21 store:

Returns are accepted at rue21 stores in their original condition within 60 days of purchase for a full refund, exchange or merchandise credit. To find a rue21 store near you, visit  

To receive your full refund, please present proof of purchase to the store associate processing your return. These include the original packing slip or your order confirmation email. You will be refunded depending on how the original purchase was made. If you used a credit card for the purchase, please bring that credit card when making the return.  

Returns without proof of purchase will receive merchandise credit or an exchange for the current selling price of the item(s). Shipping & Handling fees will not be refunded.