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:
If you can't find your question above, look in one of
the categories below:
Do you offer Gift Cards?
Yes, we do! We offer both physical Gift Cards as well as electronic Gift Cards. The physical Gift Cards are sent to the individual in the mail and are redeemable online and in store. The electronic Gift Cards 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 and in store. 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 True Religion Brand Jeans 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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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?
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused or defective merchandise may be returned within 21 days after purchase for an exchange or refund. Merchandise received after 21 days will be subject to a 15% restocking charge. Merchandise received after 21 days will only be accepted at our discretion for a store credit.
PLEASE NOTE: No returns or exchanges will be accepted on Swimwear or Intimates. All footwear must be returned with orginal packaging in orginal condition.
We will only refund shipping charges if we sent the wrong item or the item
sent was defective. If you are making an exchange because
you would like a different size, style or color, you
will be charged for shipping on your exchange. The return/exchange
value is determined by the last retail price of the
item.
Please note: We do not accept returns on products that
were not purchased via this website.
Please use the most economical shipping method for
your return. Due to security constraints, we cannot
reimburse you for an amount greater than your purchase
amount.
Returns & Exchanges will only be accepted with a completed return form. Log
into your account, click on "View Order"
and on the following page click on the "Return or Exchange
Items" link. Follow the easy steps, print the final
page and include it 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. You must use our return form to
properly process your return/exchange. Go
here, log in, click on "View Order" and
on the following page click on the "Return or Exchange
Items" link. Follow the easy steps, print the final
page and include it in your return box.
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How should I ship my return/exchange?
Pack and seal your box securely, in the original package
if possible. To be properly processed, you return/exchange
must include a completed return form. Go
here, log in, click on "View Order" and
on the following page click on the "Return or Exchange
Items" link. Follow the easy steps, print the final
page and include it in your return box. You should ship
your return/exchange with a carrier who will provide
your package with a tracking number to ensure that your
package does not get lost. Packages must be returned
prepaid. We do not accept COD.
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When will my credit card be refunded?
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 have used a banking or debit card your financial institutions policies may result in a non-sufficient funds charge if you are executing a return/exchange.
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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.
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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 store near me?
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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