FREQUENTLY ASKED QUESTIONS
- My Order
- Shipping and Delivery
- Return Policy
- Return Processing
- Payment
- My Account
- Gift Services
- Store Locations
My Order
How do I view my order status?
You can check the status of your recent order by visiting our Order Tracking page. Please note: order info may not appear in your order history for up to 1 hour after it's been submitted.
Why was my order cancelled?
Your order could've been cancelled for the following reasons:
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Items are unavailable
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Difficulty in processing your payment information
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Inability to ship to the address provided
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Existence of a duplicate order
Please contact us at 888-211-7271 or email us, and we'll look into it.
My order was cancelled, but there's a charge on my account. When will this charge be credited to me?
The charge you see is actually a pre-authorization hold. This hold will drop off from your account according to your credit card issuer's/bank's policy. This can take anywhere from a few days to a couple of weeks. You should contact your credit card issuer/bank to find out when the hold will be released.
Shipping and Delivery
How much do you charge for shipping?
Please visit our shipping page for more details.
I didn't receive an order confirmation or shipping confirmation. What should I do?
We're sorry about that. Please contact us at 888-211-7271 so that we can assist you.
Why hasn't my package arrived yet?
Delivery time of purchased items depends on availability, your location, and chosen shipping method. Items are shipped 7 days a week, excluding federal holidays within the United States. The availability of certain items will determine when your order leaves our warehouse. For example, out-of-stock and pre-ordered items will take longer to ship.
Do you offer Saturday delivery?
Delivery is only available Monday-Friday within all 50 U.S. States. We don't offer Saturday delivery at this time. However, USPS orders may happen to arrive on Saturday.
Do you ship internationally?
We ship within all 50 U.S. States, Military (AA, AE, AP) addresses, Puerto Rico, Guam, U.S. Virgin Islands and Canada.
What happens if my package is lost or stolen?
We are not responsible for lost or stolen packages. However, we would be happy to assist you in filing a claim with your local carrier. Please contact customer service immediately at 888-211-7271.
Return Policy
What is your return policy?
If you aren't completely happy with your purchase, you may return it within 30 days of delivery. Charlotterusse.com does not accept returns on jewelry, electronic gift cards, physical gift cards, swim, intimates, fragrance, nail polish, and anything noted as final sale. You can return merchandise purchased online to your local store or to our warehouse, address listed below. We will refund the purchase price and sales tax. Please note: you will be responsible for all return shipping fees if you choose to return it to our warehouse unless the items are damaged, defective or incorrect upon arrival. We are not responsible for lost or stolen packages.
Return Processing
Please allow 2-3 weeks for return processing and 1-2 billing cycles to appear on your credit card. Credit for your return merchandise will be processed once product is received at our warehouse.
Refer to the return instructions on the packing slip when returning your item. The item must be returned unused, in its original packaging (whenever possible) and with all paperwork, parts, and accessories to ensure credit.
What is your return address?
If you wish to return an item, use the pre-printed return label and ship the package to:
U.S. Returns should be sent to:
Charlotterusse.com
Attn: Returns Department
3357 Southpark Place
Grove City, OH 43123
Canada Returns should be sent to:
Charlotte Russe c/o Landmark Global
1070 Mid-Way Blvd Unit 8
Mississauga ON L5T1T4
What should I do if my package is lost?
We are not responsible for lost or stolen packages. However, we would be happy to assist you in filing a claim with your local carrier. Please contact customer service immediately at 888-211-7271.
What should I do if I received the wrong item?
If we shipped you the wrong item, please call Customer Service immediately at 888-211-7271. It's important that you contact us before returning your item, so that we can assist you.
Please have your order number ready when calling. If you don't know your order number, visit our Order Tracking page and find it in your Order History. Be prepared with a description of the difference between the item you ordered and the item you actually received. The more detail, the better.
How do I exchange an item?
If you would like to exchange an item, you may do so at your nearest store. Unfortunately, we do not accept exchanges via mail.
Payment
What types of payments do you accept?
Credit cards accepted:
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American Express
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Discover
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MasterCard
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Visa
Other forms of payment:
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Online Gift Certificates
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Gift Cards
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PayPal
We do not accept:
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CODs
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Layaway plans
Do you do price adjustments?
We are sorry we do not honor price adjustments online.
Where do I enter my promotion code?
You can enter your promo code during checkout. Sorry, but promo codes can't be applied once the order has been submitted.
How can I find out about special offers and promotions?
Simply create an account or BFF us at the top of this page! You can choose whether to receive email updates and/or text messages about future offers and promotions.
My Account
How do I change my account information?
Easily update your account by logging onto your Charlotte Russe profile and clicking the "edit" link next to the portion of information that you'd like to change.
What if I forget my password?
We can quickly email you a link to reset your password. Click "Forgot your password?" at sign-in or contact Customer Service at 888-211-7271.
Gift Services
What types of gift cards do you offer?
We offer physical gift cards. Charlotte Russe physical gift cards can be used online at www.charlotterusse.com or at any Charlotte Russe store. They ship via ground, where applicable, and usually arrive within 5-7 business days of the original purchase date. Give the gift of glam-it never disappoints!
Can you gift wrap my items?
Most items can be gift wrapped for an additional $4.95 each. This includes a personalized note from you to your BFF. Keep in mind: the charge for gift wrapping is non-refundable.
Where in the check out process can a choose gift wrap?
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Select "Add Gift Wrap" during checkout.
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Choose which item(s) you want gift wrapped.
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Type a personalized note for the gift.
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Click "SAVE" once finished.
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The charge will be added to your order total.
Store Locations
How do I find a store?
Easy. Just visit our Store Locator.
Do your stores carry all the items found on your website?
Our stores carry a slightly different assortment of items based on the unique needs of customers in each location. We offer even more styles, colors, and sizes online. Please note: popular items can sell out quickly and aren't always guaranteed to be in stock.
