FREQUENTLY ASKED QUESTIONS
Ordering and Payment
How do I view my order status?
You can check the status of your recent order by visiting your Order Tracking.
Can I cancel or change my order?
Be quick to cancel your order - First look-up your order on the your Order Tracking page. Click “view order”, if the grey cancel order button is visible on the right hand side of the page you may cancel your order. Once an order has begun processing we are unable to cancel orders and the grey cancel button will no longer be visible. Once orders are submitted, we are unable to make any changes.
Why was my item/order cancelled?
Your order could've been cancelled for the following reasons:
If you have questions or would like to place a new order please contact us.
My order wasn't processed, but there's a charge on my account. When will this charge be credited to me?
If you used a credit card the charge you see is actually a pre-authorization hold. This hold will drop off from your account according to your credit card policy. This generally happens within 7-10 business days. You can contact your credit card company to find out exactly when the hold will be released.
If you used PayPal the charge you see is actually a pre-transaction notification. This notification will drop off your PayPal account within 30 days. You can contact PayPal to find out exactly when the pending transaction will drop off.
If you paid with a debit/check card or gift card your refund has already been submitted. Depending upon your bank, it could take 5-10 business days to appear back in your account.
What types of payments do you accept?
Credit cards accepted:
Other forms of payment:
We do not accept: CODs and Layaway plans.
Do your stores carry all the items found on your website?
We offer a wide selection in all our stores, however not all stores may have the products found on the website available. Please note: popular items can sell out quickly on the website and aren't always guaranteed to be in stock.
I didn't receive an order confirmation or shipping confirmation. What should I do?
First check My Account to see all your order status and tracking details. If you did not receive emails for your orders found in your account, please double check your email spam folder.
To ensure you receive all your important e-mails from us, please add @em.charlotterusse.com as a trusted website domain in your spam filter.
If you have questions or would like to place a new order please Contact Us.
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. We're constantly evaluating options. Stay tuned for more information as it becomes available.
Do you offer Saturday delivery?
Our Standard delivery may arrive on Saturday via the US Postal Service. Expedited & Express delivery will arrive Monday-Friday.
Promotions and Discounts
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.
Do you do price matches or adjustments?
We are sorry we do not honor price matches or adjustments for online purchases.
Can I combine more than one promotion or coupon in the same order?
We want you to have the best promotions for your order, however not all promotions/coupons are combinable. Once you have finished adding your sexy steals to your cart, redeem any additional promotions or coupon codes you have. We will automatically calculate the best price for your order.
Why hasn't my package arrived yet?
Delivery time of purchased items depend on your chosen shipping method. A tracking number will be assigned once your order is ready to ship. Check My Account to see all your order status' and tracking details, including expected delivery date.
What should I do if I think my package is lost?
We are not responsible for lost or stolen packages. However if your tracking number shows delivery, here are some tips:
If you are still unable to locate your package, please contact customer service immediately for additional next steps.
How do I change my account information?
Easily update your account, click here to enter your Charlotte Russe profile and then click "view" button in 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 here to go to the log-in page and then click "Reset Password".
Do you offer gift cards?
Yes, Charlotte Russe 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! Shop Gift Cards
Do you offer gift wrapping?
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.
How do I add gift wrap to my order?
-During checkout, select “Add Gift Wrap and a Gift Message”.
-Choose which item(s) you want gift wrapped.
-Type a personalized note for the gift.
-Click "SAVE" once finished.
-The charge will be added to your order total.