Help Me!

Perplexed? Need a helping hand?

We’re here for you!

First, check out our FAQs below because chances are, someone else has found herself in exactly the same pickle. Still don’t see the answer you’re looking for? Contact us! Just email support@refinery29.com with your question, and we’ll get back to you stat.

Can I return my purchase?
Yes! If you’re unsatisfied with your purchase for any reason, we will happily accept your return of unworn merchandise in original condition and unopened packaging. Read on for additional Return Policy guidelines:

•     Merchandise must be returned within 14 days of order receipt.
•     Merchandise must be unused, unaltered, unwashed and in original unopened packaging.
•     Food, makeup, fragrance, intimate apparel and vintage items aren’t eligible for return — sorry!
•     Products and vouchers marked final sale in the fine print are not eligible for return.
•     Please note: Shipping and Handling charges are non-refundable.


How do I process a return?
Give us a shout at returns@refinery29.com to receive a Return Authorization Number prior to returning your item. Please send along the following info:

•    Name
•    R29 Shops order number
•    Address
•    Email
•    Phone Number
•    Item(s) you would like to return and why

What happens next? We’ll respond to your email as soon as we can and give you your Return Authorization Number (RAN) as well as a pre-paid shipping label. Print out a copy of your original email as well as the response listing your RAN, slip the copy into your return shipment, and you’re ready to send it off.

Just make sure you get to the post office STAT — you must ship your return within 2 days of receiving your RAN. Also note that if using our pre-paid label, a return shipping fee of $5.00 will be deducted from your refund.

Don’t want to use our prepaid label? No biggie, you can send your return using a trackable, insured shipping method to:


•    Refinery29
•    Att: Returns
•    740 Broadway, Suite 1002
•    New York, New York 10003


Important! R9 cannot accept responsibility for packages we do not personally ship, so make sure you hold on tight to those tracking details. Also, we are unfortunately not able to refund any returned items that don’t include a Return Authorization Number — for any returns received without an RAN, you are responsible for the return shipping from R29 back to you.

Refunds & Processing Time
After we’ve received your return shipment, we’ll process your refund in the original form of payment within 10 to 14 days. Don’t worry, we’ll shoot you an email once the transaction has taken place, though your bank may require additional business days to process and post the transaction to your account.



Other FAQs

Technical Difficulties
Help! I'm experiencing technical issues.
Getting an error message? See below. Other checkout site issues? Our tech team is working hard to get the site back up and running at full speed. Check back in soon, or hit us up at support@refinery29.com for more details.


Shipping
What are my expedited shipping options?
Check the shipping details listed under each product. Any orders over $75 that include at least one product (any non-voucher item) are eligible for FREE ground shipping — what can we say, we like you! For items that are eligible for expedited shipping, you can choose two-day shipping for $12.95 or next-day shipping for $24.95. For all orders under $75, ground shipping is a $5.95 flat rate, and two-day and next-day shipping (with the same pricing as above) are also available for select products.

How do I find out the status of my order?
First, check the fine print to verify the expected shipping window of your purchase. Once your order has shipped, you will receive a confirmation email with the tracking number of your package. Got other questions about your order status? Contact us!

Do you ship internationally?
Currently, R29 Shops products only ship within the USA — bummer, we know.


Exchanges & Expirations
I forgot to redeem my voucher, and now it’s expired! What do I do?
Voucher refunds and exchanges are dealt with on a case-by-case basis, depending on the vendor. Just email the vendor contact listed on your voucher’s Fine Print, and they’ll be able to give you your options. Future note to self: Must not forget to shop. If you can’t reach the vendor, feel free to contact us and we can help you out.

Is it possible to process an exchange?
We hate to disappoint, but unfortunately we aren’t able to accept exchanges for R29 Shops purchases.



Checkout & Payment

Uh oh. I’m getting an error message when I try to check out.

Make sure that the billing address you’ve entered is the same address that’s on file with your bank. If this checks out, try completing your purchase in a new browser window (again, simple but surprisingly effective). Still no dice? You can try making your purchase with a different card, or as always, give us a holler, and we’ll be happy to help.



What payment options are available to me?

You can purchase with your Visa, Mastercard, American Express, or Discover card.



Is this site safe?

Yes! All your credit card and personal details are encrypted and sent securely via an SSL connection at all times.



When will I be charged? 

Your credit card will be charged immediately after submitting your order.




Account

I can’t log in to my account! How am I supposed to buy this [insert amazing R29 SHOPS product]? 

First confirm that you’re entering the correct email address (we all have so many accounts, sometimes it’s hard to keep track of which email address is linked to which account!). If you still can’t get in, try logging in through a new browser window. Or, if you normally log in through Facebook, try accessing your account that way.



Need to change your email address? 

Make sure you’re logged in to your account, then click here to change your personal info.



Forgot your password? 

Click here and we’ll help you reset your password and get back to shopping!



Taxes

Will I be charged Sales Tax?

The amount of sales tax charged depends on a couple of different factors, including the type of item purchased, where it's being shipped, and local and state tax laws. The exact charge will be calculated for you at the checkout page and will sometimes also apply to shipping charges. Aren't taxes fun?




Vouchers

How do vouchers work?

When you purchase an R29 SHOPS voucher for $X (an R29-exclusive price), you’ll be emailed a promo code along with detailed redemption instructions that entitles you to $Y worth of credit on the given vendor’s site. Simply said, you’re scoring a super sweet deal! Just remember, when you redeem your voucher on the vendor’s site, you’ll receive a shipping confirmation from that vendor, not R29 SHOPS.



I’m super excited about this voucher I just bought, but I’m having difficulty applying my promo code on the vendor’s site.

First things first: Make sure that you are entering all of your information correctly, including your promo code, which is case-sensitive. If you’re still having trouble, try opening a new browser window (simple but oh-so effective!). You may also want to confirm that your subtotal is at least the amount of the voucher’s worth (if you spend $50 to get $100, your subtotal must be at least $100). Still not working? Contact us!

Will I pay for shipping when I purchase a voucher?
Nope! When you purchase a voucher, you're essentially buying a coupon code, which is delivered to you via email (no shipping charges there!). However, when you redeem your voucher, shipping charges may apply to your order, depending on the vendor.


Privacy & Terms
Click here to see our privacy policy! We want to protect you.

Click here to see our terms & conditions.