At Your Service

FREQUENTLY ASKED QUESTIONS

General

How long are the Boutiques open?

Each Boutique is open for just a short time – sometimes a few hours, sometimes a few days. We want to give you access to the best fashion and home brands, as well as travel experiences – and throw in a few surprises to keep things exciting. Visit our Boutiques page to discover today's Boutiques, check our calendar to see what's coming up, and set reminders for your favorite brands so you never miss out. And each Boutique has its own countdown ticker where you can see how much longer it will be featured on our site. This countdown is located underneath the Boutique image on the home page and next to the Boutique name once you've clicked through.

What is Quick! Buy It?

Quick! Buy It is a feature that lets you get what you want even faster, so you never have to miss out on your must-haves. To use Quick! Buy It, make sure you have a preferred credit card, shipping address, and billing address saved in My Account. Then, all you have to do is click "Quick! Buy It" on the product page, and your order will be processed as soon as you click "Place Order."

An item that I want is sold out. Will it ever become available again?

We know how frustrating it is to miss out on something you love. That's why, on some product pages, you have the option to tell us if you still want it. If we can track it down for you, we'll charge your credit card and send it to you. Simply click the "Still Want It?" button, fill out your billing and shipping information to submit your request, and keep your fingers crossed. Please note that if we are able to get the item for you, we will automatically charge your credit card as soon as the item ships out. Because of this, we encourage our Members only to place Still Want It requests for items they truly covet.

You can check the status of your Still Want It list by visiting My Account. And if we aren't able to get you what you're hoping for within 45 days (in most cases), it will drop off your Still Want It list. For more information, visit the Still Want It section below.

How can I suggest a brand that I’d love to see on Rue La La?

We love to hear what you want to see more of on Rue. Have a suggestion for a brand you’d like to see? Want to see more of a certain item? Let us know: brands@ruelala.com.

What is The Rue 30®?

With The Rue 30, once you place an order and pay the shipping costs ($9.95 for standard shipping), standard shipping is free on every other order you place within the next 30 days. Enjoy.

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Invitations

How do I invite my friends?

Once you've signed in, look for the Invite Friends, Get $10! link at the top of any Rue La La page. From there, you'll see instructions to send an email invite or use your personal invite link to spread the word however you like. As a Member, you get $10 in Rue La La Credit when your friend's first order ships. There is no limit to the number of friends you can invite, so spread the style often!

How do I know if my friends join?

You'll receive an email from us whenever one of the friends you've invited becomes a Member. You can also see a list and send reminders to any of your friends from the Invite page. (And remember, you'll get that $10 Credit when your friend's first order ships.)

How do I receive my $10 Rue La La Credit?

We'll add your $10 Credit to your account as soon as your friend's first order ships (and we'll send you an email letting you know, too). You can check your Credit balance at the top right of any Rue La La page or by visiting My Account. Plus, this Credit will automatically be applied to your next order.

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Credit

What does “My Credit” mean?

Any time you invite a friend, you score $10 in Rue La La Credit when their first order ships. As more of your friends join and shop, your Credit balance goes up (and up, and up). There is no limit to the amount of Rue La La Credit a Member can earn.

Also, if you return an item and opt for your refund in Rue La La merchandise Credit (and free return shipping), your return Credit will also be reflected in My Credit.

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Payment

What forms of payment do you accept?

We accept all major U.S. credit cards (MasterCard, Visa, American Express, and Discover). You may also pay for your purchase using your PayPal account.

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Orders

Why is there a pending charge on my account?

In some cases, an order may not process successfully because your billing address on file doesn’t match the billing address for your credit card. If this ever happens, you’ll see an authorization hold (sort of like a pending charge) on your card. Not to worry, this amount will not be deducted from your account, and it will drop off your account within 3 – 5 business days. We’ll only charge you when an order is on its way to you.

To successfully order the item, you will need to go back to the site and resubmit your order.

To avoid authorization holds, make sure your billing and shipping information is up-to-date in My Account.

Why hasn’t my order arrived yet?

We know how difficult it is to wait! We use a variety of shipping arrangements with brands, and some may result in longer shipping times than others. Head to My Account, then click "Order History" to see a list of all of your purchases. Select the order number of the item in question, and under the Shipment header, you will see the expected delivery date along with a tracking number.

To see when an item is expected to arrive before you buy, you can visit the product page and refer to the Shipping and Returns section.

Can I change or cancel my order after it has been placed?

Because we work so quickly to ship you your order, it is usually not possible for us to make changes once you’ve placed it. Please contact us to have a Concierge assist you.

What does "Additional S&H" mean?

Once in a while, our offerings require additional shipping and handling charges due to size or weight. We note these charges on the product page and at checkout.

What does the crossed-out price mean?

The crossed-out price near the selling price on our site represents the price suggested to us by the manufacturer or supplier. Or in some instances, the crossed-out price is based on what a comparable item – determined by our experienced buyers – may be sold for at retail stores, including specialty or department stores and other nondiscount sellers. For items that are sold in a set – for example, in cookware and cutlery – the crossed-out price may reflect the aggregate of the above applicable prices for each item included in the set.

You should always conduct your own comparison shopping, as the crossed-out price is meant to be a helpful guide. Because we sell our merchandise over the Internet on a national basis, the crossed-out price may not always represent the prevailing price in any particular location or at any particular time. Since original prices often fluctuate in the market, the crossed-out price should be one point of reference of an item's value.

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Still Want It

What is still want it?

We know what it's like to miss out on something you have to have. That's why, if you tell us you still want it, we'll try to get it for you. Here's how it works: Simply click the "Still Want It?" button, fill in the specifics (like your size or color preference) along with your billing and shipping info, and submit your request. If we can get it, we'll charge your credit card and send it to you. Please note that if indeed we are able to get you your item, your card will be charged automatically once your item ships out. Because of this, we encourage our Members only to place Still Want It requests on items they seriously covet.

You can check the status of your Still Want It list (along with the expiration dates for any pending requests) by visiting My Account.

How do I know when my request expires?

Before you submit your request, you'll see the expiration date noted. And if you forget, you can check it anytime on your Still Want It list in My Account.

What if I change my mind?

Not a problem. As long as we haven't already shipped it to you, you can cancel a pending request at any time. Just head to your Still Want It list and choose "Remove." However, once the order is on its way to you, it cannot be canceled. (Please note that that we aren't able to notify you prior to sending your Still Want It order. Because of this, we encourage our Members only to place Still Want It requests on items they truly covet.)

I have Rue La La Credit. Will it go toward my Still Want It request?

Absolutely! If we can get the item for you, we'll apply any Credit you have in your account to the order (and if there's a difference, we'll charge that to your credit card).

What if my shipping or billing info changes and I have pending requests on my Still Want It list?

Not to worry – as long as your Still Want It order hasn't already shipped, you will be able to change your shipping and billing info for your pending requests. If your order has shipped, we are unfortunately unable to amend the shipping and billing information, and you should reach out to a Concierge directly for assistance.

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Shipping

How much is shipping?

Most Rue La La merchandise ships for a rate of $9.95 for standard shipping to the 48 contiguous United States. With The Rue 30®, once you place an order and pay the shipping costs, standard shipping is free on every order you place for the next 30 days.

Additional shipping rates apply for oversized items, expedited options, and orders shipped to Alaska and Hawaii. Any special shipping charges will be noted on the product page under Shipping and at checkout.

What is The Rue 30?®

Once you place an order and pay the shipping costs ($9.95 for standard shipping), standard shipping is free for the next 30 days (no matter how often you order). Oversized items, expedited options, and orders shipped to Alaska and Hawaii do not qualify and will have additional charges as noted at checkout.

What is The Rue 365®?

Pay $50 for a year of unlimited standard shipping. It's a style no-brainer. Head to our home page, where you'll find this offer featured with the rest of the Boutiques that are currently running.

Click here for more information: https://www.ruelala.com/common/rue365Terms/.

Oversized items, expedited options, and orders shipped to Alaska and Hawaii do not qualify and will have additional charges as noted at checkout.s

What do the Tracking Status terms mean?

Billing Information Received:
Our shipping carrier has received the electronic transmission of package details from Rue La La. The carrier has taken possession of the package, but detailed tracking information is not yet available. More detailed information should be available within 72 hours.
Origin:
The package has been scanned at the origin location.
Departure:
The package has left its present location and is on its way to your shipping address.
Arrival:
The package has arrived at an intermediate sort facility or the destination facility.
Out for Delivery:
The package has reached the facility responsible for delivering the package. This is a package's last stop before delivery..
Delivery:
The package has been delivered. The date and time of delivery is recorded.
Exception:
If the package cannot be delivered or is delayed, the reason is noted.
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Returns

Can I exchange my order for a different size?

Offerings on Rue La La are available in very limited quantities for only a short time. Because of this, we are unable to offer exchanges. As long as your item is not final sale, our 30-day Returns Your Way policy allows you to easily send it back if it's less than what you'd hoped for.

What is your return policy?

We offer two return options for returnable merchandise. You may choose to receive either a merchandise Credit and free return shipping (air-shipping rates apply for Alaska and Hawaii) or a refund to your original form of payment (minus return shipping costs). To make a return, please visit My Returns and follow the steps for Returns Your Way. All items must be in their original condition with all packaging intact.

Please note: Final Sale items cannot be returned.

How do I return an item?

  1. First, go to My Returns and follow the steps for Returns Your Way to tell us which of our two return options you prefer. (If you return multiple items from an order, your return preference will apply to all of those items.)
  2. If your order came with a packing slip, please fill out the return section on the front of the slip, including the appropriate Reason Code for each item you are sending back. (We suggest that you make a copy for your records.)
  3. Make sure all of the items are in their original condition, and be sure to include any packaging, warranty cards, and all other accessories in your box.
  4. Once you've generated your prepaid return label, simply stick it on the box and bring it to the specified carrier drop-off location – either USPS or FedEx – as listed in the directions on the label. (Be sure to write down the tracking number if you'd like to track the package.) If you don't have a return label, please contact us – we're happy to help!
  5. If you would prefer to use another shipping carrier, please send your package to the address listed on the front of your box. (You'll just pay that carrier's shipping fee whether you opt for Credit or a refund.)
  6. For your protection, you may want to insure your package against loss and request a delivery confirmation. Save your shipping receipt until you receive your merchandise Credit or refund.
  7. We will send you an email letting you know when we have received your return. Then, once it's accepted and processed, you'll see a Credit appear in your Rue La La account within 3–5 business days if you chose merchandise Credit. If you opted for cash back, we'll refund your original form of payment (minus the cost of return shipping) in about 7 business days.

For returns from Alaska and Hawaii, air-shipping rates apply for both return options. And if you are returning an oversized item, there may be an additional return shipping charge.

How do I get a refund?

To get a refund, please go to My Returns. There, you'll be able to set your return preference to request a refund to your original form of payment. Then, just follow the instructions to send the item you'd like to return back to us. Once your return has been received and accepted, you'll see a refund to your original form of payment in about 7 business days.

What happens if i just put the label on the box and send it back without setting my return preferences?

If you don't set your return preferences, you will receive merchandise Credit (and your return shipping will be free). Once your return has been received and accepted, your merchandise Credit will appear in your Rue La La account within 3–5 business days.

If you made a mistake and would prefer to receive a refund, our Concierge is happy to help. Please contact us for assistance.

I lost my packing slip. Can I still return my merchandise?

Of course! Just visit My Account, select Order History, then click on the order you wish to return. From there, you may print out your Order Details page. Please include the printout with your returned merchandise.

To set your return preference and request a prepaid UPS return label, visit My Returns.

How can I find out if my return has been received?

We'll send you an email letting you know when we have received your return. Then, once we accept and process your return, you'll receive your merchandise Credit or refund (minus the cost of return shipping) within 7 business days.

Where can I find out how much credit was issued for my returned merchandise?

The My Credit section of My Account will show any merchandise returned and the dollar amount credited to your Rue La La account. If you returned merchandise for a refund to your original form of payment, you'll be able to see the amount on your statement within 7 days (any Rue La La Credit used for the purchase will be restored to your account, and you will be able to see that amount in My Credit).

When will I see my credit or refund?

Once we accept and process your return, please allow about 3–5 business days for a merchandise Credit to appear in your Rue La La account. If you chose to make your return for a refund, you will see the amount reflected on your original form of payment within 7 business days.

Why can't I return items beyond the 30-day timeframe?

By keeping the return window to this time period, we are able to bring our Members the scores they want most at private-sale prices.

How do I return a gift I received?

To exchange a gift for Rue Credit, please head over to At Your Service or call (855) 783-8585. Please have the order number ready (this information can be found on the packing slip that was included with your package).

Please note, we must receive the returned merchandise within 30 days of its original delivery date in order to issue a merchandise Credit (or a full refund to the purchaser). You can find your returns deadline on your packing slip.

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Sales Tax

Will you collect sales tax on my order?

We're required by law to collect state sales tax on all orders shipped to Massachusetts, New York, Kentucky, North Carolina, Colorado, and Washington. For questions about your state, consult your local tax laws.

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Mobile Shopping

Can I shop on my mobile device?

You bet! Get access to style wherever you are by downloading our apps from the iTunes store or Android Market. You get the full shopping experience (and a serious competitive advantage) from your iPhone®, iPod touch®, iPad™, or Android™ device. Or, just navigate to RueLaLa.com in your mobile browser, and we'll provide a sleek, streamlined version of the site. Either way, you'll be able to check out quickly and easily, no matter where you are when the Boutiques open. We'd love to hear how you like it, so tell us your thoughts: mobilehelp@ruelala.com

What can I do with the app?

The app allows you to get what you want quickly – anytime, anywhere. You can filter the Boutique offerings by size, zoom in on products, and choose different viewing options. On our What's Hot tab, you can see what Members are currently loving. And if you ever have any questions or need help shopping our apps, we have a dedicated Concierge ready to assist you. Just reach out to mobilehelp@ruelala.com

I don't have an iPhone or Android device. Can I still shop from my phone?

Yes, you can shop on RueLaLa.com from any Internet-enabled mobile device. While the app is only available for the iPhone, iPod touch, iPad, or Android device right now, our website is optimized for mobile browsers.

How can i set an alarm on my iphone or android device to alert me when a boutique opens?

When you see an upcoming Boutique you like, you can sign up for a reminder. From the app, tap the "Preview" icon at the bottom of your screen to choose which Boutiques you'd like to receive reminders for and how far in advance you'd like them. If you don't have the app, you can still sign up for reminders. From your computer, just click "Coming Soon" at the top of any page to preview upcoming Boutiques and set email and text alerts for your favorites.

How do I turn off or customize my reminders on the app?

Sign in to the app and on the Preview page, you will see a Settings icon at the upper right. From there, you will be able to turn your reminders on and off, set how far in advance you'd like them, and even pick which sound you'd like to hear.

If you've turned off your reminders but you see an upcoming Boutique you'd like to be reminded about, just tap "Remind" next to the Boutique on the Preview page.

When I open the Boutique emails on my device and click the links, it launches the mobile site – but I'd rather shop with the app.

When you get a Boutique email on your iPhone, iPod touch, iPad, or Android device, the links automatically take you to the mobile version of our site so you can open them on any device.

The best way to be taken right to the app is to set your reminder using the app. That way, you'll get a reminder when the Boutique you want opens – or 15 or 30 minutes in advance. Then, just launch the app to snag that must-have first.

Still need help?

Still need help? Contact us!

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