Here to Help

Below are the answers to our most frequently asked questions. We hope you are able to find the information that you are looking for. If we have not answered your question please Call 1-844-RAG-BONE or Contact Us.
 

Where is my order?

If your order was placed Monday-Friday before 2:00p.m. EST your order will most likely ship the same day. If your order was placed after 2:00pm EST, the order may be shipped the same day, but if not, it will be shipped on the following business day. You will receive an e-mail confirmation once your order has shipped.

What is the status of my order?

Once you have placed an order, you can check on its status at any time. To track your order, Click Here.

How do I change or cancel an order?

If for any reason you would like to change your order, please Call 1-844-RAG-BONE or Contact Us as soon as possible. We will make every effort to accommodate your request, however, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

How do I know that my order has been shipped?

You will receive a shipment notification e-mail once your order has shipped. The e-mail will contain the tracking information as well as a link to track your package online.

Do you offer Gift Certificates?

At this time we do not offer gift certificates. If you have already received an online gift certificate from us, you will still be able to use it on the site. Please note, gift certificates purchased in a physical retail location cannot be applied to online purchases.
If you have any issues using an existing gift certificate please Call 1-844-RAG-BONE or Contact Us

When will my credit card be charged?

Your credit card will not be charged until your order ships. Please note that we do authorize your credit card for the full amount of your order upon checkout. Once your order is successfully authorized, we will send you an order confirmation e-mail.

What are my payment options?

We accept Visa, Mastercard, American Express and PayPal.

What is a pre-order?

A pre-order is an order placed for an item that we do not yet have on-hand. These orders will be shipped as soon as the inventory becomes available. When checking out with Paypal, all items will be charged at the same time. This means if you order an item on pre-order and one item that is available now, both items will be held for shipment until the pre-order item is available. For orders placed with a credit card, the available item will be charged and shipped out immediately and the pre-order item will be charged and shipped when it becomes available.

Are purchases on this website tax free?

We collect sales tax only in states where we have a physical rag & bone USA store or dealer. Please refer to the Store Locator to determine if your state qualifies.

Do you ship internationally? Who is responsible for duties and taxes?

Yes, we do offer international shipping. You can find a list of countries that we ship to on the checkout page. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Duties and taxes vary by country so we suggest contacting your customs office for more information. Please note all sales are final for international customers.

Do you ship to PO boxes or APO/FPO addresses?

We are proud to offer shipping to APO/FPO addresses. Please note, these orders will ship via FedEx SmartPost and may result in slightly longer transit times. Please allow 5-7 business days for shipments to APO/FPO addresses.

Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is your return/exchange policy?

We are happy to offer returns on all non-sale merchandise within 14 days of receipt in the U.S. All sales are final for international customers.

All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached.

Sale merchandise is final sale and not eligible for return or exchange.

rag & bone gift cards are non-refundable.

Please note, we only process returns and exchanges that were purchased via the online store. Garments purchased at any rag & bone boutique must be returned to a rag & bone boutique. Garments purchased from department stores or specialty stores must be returned to the store in which it was purchased. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount. rag & bone provides free returns for US orders.

Where should I ship my return/exchange to?

All items that are eligible for return will come with a pre-paid UPS label. Please fill out the return section of the packing slip and place inside the box with your return. Then just peel off the label, affix it to the outside of your shipping box and drop the package off at a FedEx or USPS location. Please make sure to include the packing slip with the return section completed in the box.

You can also arrange a pick-up with USPS online at: https://tools.usps.com/go/ScheduleAPickupAction!input.action

How should I ship my return/exchange?

In order for us to process your return as quickly as possible, please fill out the return reason section on the original packing slip. Place all items in their original packaging into a secure box or envelope mailer. Then just peel off the pre-paid return label, affix it to the outside of your shipping box and drop the package off at a FedEx or USPS location.

You can also arrange a pick-up with USPS online at:  https://tools.usps.com/go/ScheduleAPickupAction!input.action

When will my credit card be refunded?

Please allow up to 7 days for transit time back to the warehouse. You will receive an e-mail once your return has been received & processed. Please allow up to 2 weeks for your refund to appear on your bank account (depending on your financial institution).

Do you have a price match policy?

If an item changes price within 7 days of purchase we will gladly price match it for you.

How will I know about new products and promotions?

Please Register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements.

What is the Address Book and how do I use it?

Storing your address information in the Address Book will reduce the time it takes for you to checkout. Once you store the information, you can just select your billing and shipping address from a drop-down list on all future orders.

What store is closest to me?

Please visit the Store Locator to find out what store is closest to you.

What is your Privacy Policy?

You can view the full version of our Privacy Policy here.

Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.