Rag-Bone
Help

 

Welcome to our FAQ page. We've listened to your feedback and made it easy to find the information you're looking for. Our FAQ is broken down below into four categories: Ordering, Shipping, Returns and Miscellaneous. First listed are the top questions asked:


TOP QUESTIONS ASKED:
  • What are your shipping fees?
  • When will my order be shipped? When will it arrive?
  • What's the status of my order? How do I track my order?
  • Do you offer Gift Certificates?
  • Will my credit card be charged immediately?
  • Do you have a size chart?

ORDERING QUESTIONS

  • Do you offer Gift Cards?
  • Will my credit card be charged immediately?
  • Why should I become a registered user?
  • Why did you call or e-mail me to verify my order?
  • How do I know that my order has been shipped?
  • How do I change or cancel an order?
  • What are my payment options?
  • Are purchases on this website really tax free?
  • Is ordering over the internet secure?


SHIPPING QUESTIONS

  • When will my order be shipped? When will it arrive?
  • What's the status of my order? How do I track my order?
  • What's the difference between "Order Date" and "Ship Date"?
  • What countries do you ship to? What about duties?
  • What are your shipping fees?
  • Do you ship to PO boxes or APO/FPO addresses?
  • If I send my package as a gift, will the recipient receive the invoice?


RETURN/EXCHANGE QUESTIONS

  • What is your return/exchange policy?
  • How do I initiate a return/exchange?
  • Where do I ship my return/exchange?
  • How should I ship my return/exchange?
  • When will I receive a refund?


MISCELLANEOUS QUESTIONS:

  • I bought your product on eBay, is it authentic?
  • Can you tell me when new products or special promotions are announced?
  • What is the Address Book and how do I use it?
  • Where is the nearest rag & bone store?
  • Are the products on the website the same as in the stores?
  • Why can't I select the color/size combination I want?
  • What is your privacy policy?
  • Is my personal and credit card information safe on your website?




What are your shipping fees?

ORDER TOTAL UPS GROUND UPS 2 DAYS UPS NEXT DAY
DELIVERY IN 5-7 BUSINESS DAYS DELIVERY IN 2 BUSINESS DAYS DELIVERY BY NEXT BUSINESS DAY
1 ITEM FREE $18.95 $28.95
2 ITEMS FREE $20.95 $30.95
3 ITEMS FREE $22.95 $32.95
4 ITEMS FREE $24.95 $34.95
5+ ITEMS FREE $26.95 $36.95


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When will my order be shipped? When will it arrive?
If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

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What's the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

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Do you offer Gift Certificates?
Yes, we do! our electronic Gift Certificates are sent via e-mail to any individual with a valid e-mail address. The recipient of an electronic Gift Card will receive an e-mail with a Gift Card code redeemable online. Click here for more information.

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Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.


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Do you have a size chart?

Click here for size chart


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Why should I become a registered user?
You won't have to re-enter your credit card, shipping or billing information; when you place an order they will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here to register now.

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Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

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How do I know that my order has been shipped?
When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

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How do I change or cancel an order?
To cancel an order you recently completed, simply go to this page , log in and then click "cancel order." If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, 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.

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What are my payment options?
We accept Visa, Mastercard, American Express and PayPal.

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Are purchases on this website really 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.

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Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

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What's the difference between "Order Date" and "Ship Date"?
On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

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What countries do you ship to? What about duties?
We're proud to offer international shipping. Please click here for our international shipping rates and destinations. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

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Do you ship to PO boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

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If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed by using this form .

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What is your return/exchange policy?

rag & bone will issue a refund within 30 days of purchase for any item purchased via the online store. All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached. Refunds will be issued in the form and amount tendered for the original transaction. After 30 days, no refund of any kind will be issued.

Sale merchandise is FINAL SALE and not eligible for return or exchange.

rag & bone gift cards are non-refundable.

Please note: 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 they were purchased.


Price Adjustments

If you have purchased items that are now on sale, we will gladly offer you a price adjustment if the original date of shipment was within 10 days of the sale offering. Items that are not purchased at full price are not eligible for price adjustments.


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How do I initiate a return/exchange?
All returns/exchanges must include a completed return form. To print the return form, please follow these steps:


If you have an account, click here, log in, click on "Track or Edit Your Orders". Locate the desired order and click on "View Order". On the following page, click on the "Return or Exchange Items" link. Designate the item(s) you wish to return/exchange and select the reason for return/exchange. Specify the details of the exchange desired for item(s) you wish to exchange. Finally, print the confirmation page to include in your return box.


If you do not have an account, click here, enter your order number and email address and click on the "Submit" link. Locate the desired order and click on "View Order". On the following page, click on the "Return or Exchange Items" link. Designate the item(s) you wish to return/exchange and select the reason for return/exchange. Specify the details of the exchange desired for item(s) you wish to exchange. Finally, print the confirmation page to include in your return box.


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Where do I ship my return/exchange?
Returns and exchanges must be mailed to the address on our return form. Our return address is:
rag & bone Returns
3040 E Ana St.
Rancho Dominquez, CA 90221


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How should I ship my return/exchange?
Pack and seal your box securely, in the original package if possible. rag & bone provides free returns for US orders. Please use our prepaid return label, which can be found in your original shipment. Affix the label to the outside of the box and leave it with a UPS facility for pickup. No additional postage is required. If you have misplaced your return label, click here to print your new label.


For international customers, we recommend that you return the item with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. rag & bone is not responsible for packages lost in transit.


Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount. If you do not use our pre-paid shipping label, you will not be reimbursed for shipping costs.


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When will I receive a refund?
Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment. The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. When processing your exchange we automatically credit you in the original form of payment and reauthorize a new payment for your exchange. If you are executing a return/exchange and have used a banking or debit card, your financial institution's policies may result in an insufficient funds charge.


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I bought your product on eBay, is it authentic?
We have been getting hundreds of complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

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Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here to get started.


For the 'Sign up and Win' promotion, the following restrictions apply: limit one entry per person. Winner chosen at random. Winner receives 1 gift certificate in the value of $500, redeemable only in our online store at rag-bone.com.

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What is the Address Book and how do I use it?
Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don't have to search for his/her address...we'll hold on to it for you! Go here to update your address book.

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Where is the nearest rag & bone store?
Searching for a store near you that sells our products is easy, just go to our store locator page .

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Are the products on the website the same as in the stores?
Yes. Although our website may have a greater selection than a store in your area, the products are the same. To find a store in your area, go to this page .

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Why can't I select the color/size combination I want?
It's possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. You can email our customer service department if what you're looking for is out of stock, they may be able to help you in terms of when the product will be available.

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What is your privacy policy?
We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.

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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.

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