At Your Service

FREQUENTLY ASKED QUESTIONS

General

How long are the Boutiques open?

Each Boutique is open briefly – sometimes for a few hours, sometimes a few days. We want to give you access to the best brands and experiences in the world – 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.

What is Quick! Buy It?

Quick! Buy It is a feature that lets you get what you want even faster. First, make sure you have a preferred credit card and shipping and billing addresses saved in My Account. Then all you have to do is select Quick! Buy It on the page so you never miss out on your must-haves. And 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.

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'll have the option to tell us if you still want it. If we can get it, we'll charge your credit card and send it to you. Simply fill out your billing and shipping information to submit your request - then keep your fingers crossed.

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.

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.

I want more Rue. Where can I go?

You will find a link to our blog, The (Style) Guide, at the bottom of our main Boutique page or at ruelala.com/blog. You can also like us on Facebook and follow us on Twitter.

We want to hear what's on your mind, so we hope you'll share your thoughts in our blog, tweet us, and talk to us on Facebook.

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 order you place for the next 30 days. Enjoy.

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Invitations

How do I invite my friends?

Once you are logged in, look for "Invite” at the top of any Rue La La page, or click on the link in email messages you receive from us. Then you can send an email invite or use your personal invite link to spread the word. As a Member, you get $10 in Rue La La Credit when your friend's first order ships.

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 you'll get your 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. We will automatically apply your Credit to your next order.

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Credit

What is “My Credit”?

Any time you invite a friend, you get $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.

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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 the 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 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 avoid this, you can always check to make sure your 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. We’ll send you an email with your tracking information once an order is on its way.

Can I make a change to my order once it’s 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. Our 30-day Returns Your Way policy allows you to easily send back any item that is less than what you’d hoped for (either for Rue La La Credit and free return shipping, or for a refund to your original form of payment minus return shipping costs). Visit My Returns to learn more.

If the shipping address is incorrect, your Concierge is happy to do everything they can to help. Please contact us at 1-888-992-LALA (5252) or atyourservice@ruelala.com.

How 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. Our 30-day Returns Your Way policy allows you to easily send back any item that is less than what you'd hoped for (either for Rue La La Credit and free return shipping, or for a refund to your original form of payment minus return shipping costs). Visit My Returns to learn more.

Can I cancel an order?

Once we receive your order, we strive to ship it to you as quickly as possible. Though we generally cannot cancel your order once it enters our system, you may return it in keeping with our 30-day return policy. Return shipping is easy - just use the UPS label included with your packing slip (if you have chosen to make your return for a refund, a $9.95 return shipping charge will be deducted from your refund). For returns from AK and HI, air shipping rates apply.

What does "Additional S&H" mean?

Once in a while, our offerings require additional shipping & 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 is based on the price at which an item or comparable item may, in the reasonable judgment of our experienced buyers, be sold at retail stores, including specialty or department stores and other non-discount sellers. For our 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 may wish to use the crossed-out price as a guide in your evaluation of our prices. 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.

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Still Want It

What's 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: 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.

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 your 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 “Cancel Request.”

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

If we can get the item for you, we'll apply any Credit you have in your account then (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?

No worries - from your Still Want It list, you will be able to change your shipping and billing info for your pending requests (as long as they haven't shipped yet).

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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. Visit Shipping for more information.

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.

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.

The Order Detail for my order indicates “Billing Information Received.” Was my package shipped?

Yes, it has shipped. The message “Billing Information Received” means that your package has been given to our shipping carrier for delivery, but has not yet been scanned at its first destination en route to you. Once the order ships, it can take 24–72 hours before your tracking number becomes valid and your merchandise can be tracked online.

What do the Tracking Status terms mean?

Billing Information Received:
Our shipping carrier has received the electronic transmission of package detail from Rue La La. They have 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, it is usually not possible for us to offer an exchange. Our 30-day Returns Your Way policy allows you to easily send back any item that is less than what you’d hoped for. Visit My Returns to learn more.

What is your return policy?

We offer two return options. You may choose to receive either a merchandise credit and free return shipping (AK & HI: air shipping rates apply), or a refund to your original form of payment (minus return shipping costs. Visit My Returns and follow the steps for Returns Your Way to tell us which received it (and 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?

Want to return something? Here's a step-by-step guide:

  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. Fill out the return section on the front of the packing slip that came with your order, 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. Stick your pre-paid return label on the box and bring it to the nearest UPS drop-off location. (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 your Rue La La Concierge at 1-888-992-LALA (5252) or atyourservice@ruelala.com.
  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, we recommend that you 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 AK and HI, air shipping rates apply for either return option. 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.

How do I use the return label included in my package?

Just stick your return label on your box, then go to My Returns and follow the simple steps there. (If you don't tell us your preference in My Returns, you'll receive merchandise credit and free return shipping.) Then bring your box to any UPS drop-off location. (For returns from AK and HI, air shipping rates apply.)

If you don't have a return label, please contact your Rue La La Concierge at 1-888-992-LALA (5252) or atyourservice@ruelala.com.

Can I use the return label if I'm returning for a refund?

You can use the return label no matter which way you'd like your return. If you'd to make your return for a refund, visit My Returns and set your return preference. Then, just follow the instructions to send the item you'd like to return back to us. We'll deduct $9.95 return shipping from the amount of your refund once we receive and accept your return. If you prefer, you may use the shipping carrier of your choice, however, you will be responsible for paying that carrier's shipping fee.

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 preference at My Returns?

Then 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, your Concierge is happy to help. Please contact us at 1-888-992-LALA (5252) or atyourservice@ruelala.com.

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

Of course. Just visit My Account, select “Order History,” then click on “View Details” to the right of 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 pre-paid 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.

To help us process your return faster, please include the return form or Order Details printout in your package.

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 offerings you want most at private sale prices. We invite Members to evaluate each purchase for up to 30 days. If you are not satisfied, you may return it within that time period for either a merchandise credit or refund to your original form of payment.

How do I return a gift I received?

Just follow the return instructions on the packing slip that was included with your package. At this time, we are only able to issue the credit or refund for the returned item to the original account used to purchase the gift.

We must receive the returned merchandise within 30 days of its original delivery date in order to issue a merchandise credit or refund to the purchaser. That date is listed 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.

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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 m.ruelala.com on your BlackBerry or other mobile device, and we'll take you to a sleek, streamlined version of the site. (The mobile site is optimized for BlackBerry devices running OS 4.6 and above.) 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 "Right Now" 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: 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 mobile site, http://m.ruelala.com, is a streamlined version of the site that's optimized for access anywhere.

How can I set an alarm on my iPhone or Android device to go off when the Boutique I want 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 into 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 and then 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 when the Boutiques open is to set your reminders 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 shop.

How can I shop on my BlackBerry?

BlackBerry users can shop right now on our mobile site (m.ruelala.com). But stay tuned for more apps and features to come.

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Concierge Tips

Now that you're in, we wanted to share a few ins and outs that all savvy Rue La La Members should know.

Invite your friends.

You get a $10 Credit when your friend's first order ships, so start inviting.

The Rue 30.

Pay $9.95 once, ship free for 30 days (no matter how many times you order).

Quick! Buy It.

When you find something you love, check out in seconds using Quick! Buy It (and never miss out).

Still Want It.

Something you want sold out? We'll try to get it for you. Just look for Still Want It on a product page.

Returns Your Way.

If you're ever less than satisfied (and we hope that's not the case), we offer two return options. Just go to ruelala.com on a non-mobile device to choose your preference

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