FAQ

FAQ




FORMER CHARLOTTE RUSSE OWNERSHIP

Please be advised that Charlotte Russe is now a new company under new ownership. While we continue to operate under the Charlotte Russe banner, we did not assume any liability, nor do we have access to their company register or any customer or former employee data and records. 


What do I do with the gift card I purchased from Charlotte Russe before they changed companies?
Unfortunately, we cannot validate your gift card balance, but we invite you to bring your gift card to one of our stores and we will offer you a 10% discount towards your first purchase. We apologize for any inconvenience this may cause.

Who do I contact about merchandise I purchased that I would like to return from Charlotte Russe before they changed companies?
Unfortunately, we do not carry this article in our inventory and cannot process your return. We apologize for any inconvenience this may cause.

I am a previous Charlotte Russe employee, how do I acquire employment history?

Unfortunately, we are unable to provide you with employment history. We apologize for any inconvenience this may cause.



REGISTRATION

Do I need to register before I place an order?

No, you do not need to register before placing an order. You may check out as a Guest and you will have the opportunity to create an account when you are finished your order.

How do I register?
To register, please click here.

Why should I register with Charlotte Russe?
Registering is fast, free and easy! Here are the benefits:
1. You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise.
2. You can browse, shop and complete your order at a later time. The items that are placed in your Shopping Cart will be saved so when you come back later, you will not have to search for and re-select the items again. 

How do I change the details of my account?

You can change your account information by visiting “My Account” in the top navigation and then selecting “Account Details”. To change your address, click “View Addresses” and select “Edit” beside the address you want to update. 

ORDERS

What methods of payment do you accept?
We accept payment by credit card: Mastercard, Visa, and American Express. We also accept PayPal, Google Pay and Apple Pay. 

Do prices displayed on the website include taxes?
Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) will be calculated on the total value of merchandise, as well as shipping charges, and will be displayed on your Order Summary page.

Do you restock items that are sold out?
Unfortunately, we do not restock most of our items. 

Can I modify or cancel my order?
Our goal is to process your order as quickly and accurately as possible, therefore, we cannot change or cancel an order once it has been placed. 

How do I check the status of my order?
To check the status of your order, click on “My Account” and then “My Orders”.  Select the order you wish to view by clicking on the order number on the left side beside the order information. As updates become available, you will be able to view the details pertaining to your order. 

Why is an item that I ordered listed as “Refunded” or “Cancelled” on my invoice?
While we make every effort to fulfill your entire order, on the rare occasion we may need to cancel one or more item(s) due to inventory availability. If we are unable to fulfill your entire order due to merchandise out of stock, you will receive a cancellation e-mail and will be refunded for the unshipped item(s).


SHIPPING


What shipping options can I choose from?
Please visit our shipping page here.

What countries do you ship to?
At this time we currently only ship to the US and Canada. 

Where can I locate my tracking number?
Your tracking number can be located in your account under your Order History. Select the order you're looking to track, and your tracking number will be found on that page. If you are unable to find the tracking number, please reach out to us at cs@charlotterusse.com.

I live in the Canada, what fees or duties will I be charged?
You will not be charged any duties or fees.

One of my items was shipped damaged, what do I do?
If your merchandise arrives damaged, please email cs@charlotterusse.com and we will assist you as quickly as possible.

There is an error in the shipping address that I provided, what do I do?
Please email cs@charlotterusse.com as soon as possible if you made an error in your shipping address. 

Please note: We will only be able to edit your shipping address before your order has shipped. 

My tracking number shows that my item should have been delivered by now but I haven’t received it. What do I do?
Please check all areas where a delivery may have taken place (community mailbox, the front desk of an apartment building, a neighbor’s house). If the order has not been found, please email cs@charlotterusse.com and we will assist you as quickly as possible.

 

RETURNS

 
Who do I contact about merchandise I purchased that I would like to return from Charlotte Russe before they changed companies?

Please be advised that Charlotte Russe is now a new company under new ownership. While we continue to operate under the Charlotte Russe banner, we did not assume any liability, nor do we have access to their company register or any customer data. As such, we do not carry this article in our inventory and cannot process your return. We apologize for any inconvenience this may cause.

What is your Return Policy for items purchased online?
Please view our return policy for online orders here.

I received my order but an item I ordered does not fit, can I exchange?
Unfortunately, we do not offer exchanges by mail at this time. Please view our return policy here.

How soon will I receive a refund for my online return?
Refunds are processed 3-5 business days after your return is received.

 

GIFT CARDS & DISCOUNT CARDS

How can I buy a gift card? 
Gift cards will only be available for purchase and redemption in store. 

I understand the company is under new ownership. What does that mean for me if I have an old Charlotte Russe gift card with a balance?
While we continue to operate under the Charlotte Russe banner, we did not assume any liability, nor do we have access to their company register or any customer data. Unfortunately, we cannot validate your gift card balance, but we invite you to bring your gift card to one of our stores and we will offer you a 10% discount towards your first purchase. We apologize for any inconvenience this may cause.


OTHER


If the promotion changes, can I receive a price adjustment on a previous purchase?
We do not allow price adjustments on previous purchases.

Can I sell my products in your stores? 
We are not currently looking for any new suppliers. Thank you for your interest in our company.

How do I apply for a job in one of your stores? 
Please email your resume to jobs@charlotterusse.com, or visit our careers page here to apply by store. Due to a high number of applications received, only eligible candidates will be contacted.

I am a previous Charlotte Russe employee, how do I acquire employment history?
Please be advised that Charlotte Russe is now a new company under new ownership. While we continue to operate under the Charlotte Russe banner, we cannot access or obtain any previous employee records. Thus, we are unable to provide you with employment history. We apologize for any inconvenience this may cause.

I am a fashion blogger/influencer, how can I collaborate with Charlotte Russe?
We are always on the lookout to collaborate with amazing bloggers and influencers! If you are a fashion blogger or influencer and are interested in working with us, please contact: social@charlotterusse.com and tell us about yourself. Please also include a web URL for your blog or instagram profile. 

How can I model for Charlotte Russe?
Unfortunately, we do not hold open castings for our models. Our models are selected from various modeling agencies.

What stores are opening and will they be at the same locations?
For new store opening announcements, please visit our store locator page here.

Is it possible for me to open a new location in my town? 
We do not currently offer franchising opportunities.

Can I purchase clothing from you wholesale?
We do not offer wholesale purchases on our products. Merchandise is sold exclusively at our stores and online only.

Can’t find the answer you’re looking for? For all other issues, please send an email to cs@charlotterusse.com and a member of our team will get in touch with you within 2 business days. Please note: Our customer support email is monitored Monday-Friday 8:30am-5:30pm with the exception of holidays.