Customer Service
FAQ
Can I purchase items without registering?
Yes. You can log in as a guest and simply input all your billing and delivery information. However, we encourage you to register and save time on your next purchase, as well as receive special offers and notifications.
How can I change my account information?
This can easily be done by accessing your online account. Click on "Modify Profile" and re-enter the correct information.
Do you ship internationally?
Yes, TheRow.com has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com.
Why do I have to pay sales tax?
The Row does not currently charge sales tax for items being delivered to any U.S. state with the exception of New York and California where customers are subject to their respective sales tax.
How do I locate a style not featured on the website?
You may contact customer care at: onlinesales@therow.com.
The item I want is sold out. Will you restock? If so, can you notify me when you replenish the inventory?
We periodically re-stock select items on the site. To hear about new inventories, please sign up for our mailing list to receive e-mail notifications of re-stocking and new styles.
Can I use two credit cards to pay for one item?
For technical purposes, only accept one credit card per purchase.
Can I just exchange the size instead of returning and re-ordering?
As noted in our return policy, we do not accept exchanges. However, to facilitate the return process, we do offer web credit. You can simply return the item and purchase a new one without having to debit/credit your card and re-enter your information. To request web credit, please select "receive web credit" in the return authorization form.
How can I cancel a return?
You can cancel a return by accessing your online account. Click on "Order History", "View Order", and "Delete Selected" under the Return portion of the page. If you experience any trouble with your cancellation, please contact us at onlinesales@therow.com.
What is the cut-off time for overnight delivery?
Orders must be placed by 12PM PST in order for the delivery to be sent the same day.
I accidentally cut off the security tag, but I want to return. Can I still send them back?
Unfortunately, we cannot accept any items where the security tag has been removed or altered in any way.
I bought my garment two months ago, but the zipper is stuck. Can I return it?
Unfortunately, we cannot accept any returns that exceed our 15 day policy.
I selected overnight shipping, but it took two days to deliver. Could I get refunded for this?
We greatly apologize for the inconvenience and thank you for shopping at The Row. While we strive to offer the highest quality service, there are some situations that are beyond our control. The delay may have occurred if your order was placed after 12PM PST. Alternatively, a high volume of daily sales may have prolonged the processing time for your order. In the future, please be sure to place all overnight shipping orders before 12PM PST to guarantee a timely delivery.
Returns
For additional assistance concerning our online store or your online purchase, please contact us via email at onlinesales@therow.com.
All items should be returned in their original, undamaged packaging as this is considered to be part of the product. Items that are returned without packaging and returned tags or in damaged packaging may not be accepted, and may be sent back to the customer.
Upon receipt of merchandise, every effort will be made to ensure a prompt refund and an e-mail notification will be sent once the return has been processed.
Return Procedure
1. Obtain Return Authorization
- A Return Authorization must be obtained before returning any items. No refunds or web credits will be given on items return without first obtaining a Return Authorization Number.
- To obtain return authorization, please go to "My Account" to log in and locate the appropriate order under "Order History".
- Scroll down to "Create Return Request", select the item(s) and the reason(s) for return and click "Create". Your authorization number will be emailed to you once we receive your request.
- Your request for a Return Authorization must be received within 15 days from the original delivery date.
- All requests for Return Authorization must be made online. No authorization numbers are available via telephone, fax, or mail.
2. Ship Authorized Returns
- Return packages must be received no later than 30 days from the original delivery date.
- The customer is responsible for return shipping costs as well as items lost or damaged. We recommend that you insure your package and use a shipper, such as USPS Priority Mail, UPS, or Federal Express that allows you to track your package. If you send a return COD, it will not be accepted.
- Return shipping address will be included on the Return Authorization confirmation memo.
- Claims for packages lost or damaged in transit must be made by the shipper.
- Please include a copy of your receipt and Return Authorization inside the package.
The Row is not responsible for delays in shipping or delivery due to force majeure or any other uncontrollable events. We will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled. We reserve the right to refuse return of any merchandise that does not meet the above return requirements at The Row's sole discretion.
