help - Customer Service
1. How do I check the status of my order and track my package?
  1. Log into "MY ACCOUNT" located at the top of the page and click to "ORDERS".
    • Click on Order # to find Order status.
  2. Go to Track Order.
    • Make sure to have order # and email address available.
  3. Confirmations are sent via email within 30 minutes when
    1. your order has been received OR
    2. your shipment has been processed, based on the valid email address provided to us.
  4. If you did not receive any confirmation emails, please check your email spam filter.
    • Select Forever21.com as a trusted website domain in your spam filter.
    • To avoid any duplicate orders, please go to "MY ACCOUNT" to verify your order has been placed before resubmitting your order.
  5. Please allow 24 to 48 hours for your order status to change.

Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


2. Why was my order cancelled?
  1. Forever 21 was unable to verify the billing information if the billing address that is entered on the order does not match what the credit card issuer or bank has on file, the order will be automatically cancelled.
  2. If your order has been cancelled, please contact your credit card issuer or bank to verify that the billing information is correct. Afterwards, create a new order using the correct billing address.
  3. If you still need assistance please contact us at (888) 494-3837 or you may email through the "Contact Us" link.

Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


3. I can't remember my password.
  1. Please go to "MY ACCOUNT". Under "SUBMIT" please click on "Forgot your password?"
  2. Enter the email address associated with your Forever 21 account.
  3. An email will be sent to you within 30 minutes to reset the password and give you access to your account.

Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


4. How long does it take for a return to process?
  1. Please allow 2-3 weeks from the return shipped date for your account to be credited, AND 1-2 billing cycles for the credit to appear on your statement.
  2. For returns from International and APO/FPO addresses, please allow 4-6 weeks from the return shipped date for your account to be credited, AND 2-3 billing cycles for the credit to appear on your statement.

Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


5. What is your return and exchange policy?

The Return and Exchange Policy described below applies only to online purchasesmade through our website.
  1. The Return and Exchange Policy described below applies only to online purchasesmade through www.forever21.com.
  2. FINAL SALES:All sales of Gift cards, e-gift certificates, jewelry and items marked as Sale are final. FINAL SALE items cannot be returned for exchange, credit, or refunds.
  3. For all other items, to be eligible for an exchange, credit or refund as described below, the merchandise must be returned unworn with tags and sanitary liner (for swimwear) intact and must be accompanied by the original return form and customs documents (if applicable). Please note that refunds are only available for online purchases returned by mail.
Returns are accepted within 30 daysfrom the shipped date.

If any item, other than FINAL SALEmerchandise, purchased at www.forever21.com fails to meet your expectations:
  1. It may be returned to any Forever 21, XXI Forever, Heritage 1981, Reference or Gadzooks store located in the United States for an exchange or store credit towards your next purchase; or
  2. It may be returned by mail to the address below for a refund.
For Refund of Online Purchases:
  1. Your package will include an order invoice, a return form and/or customs documents. Complete the Return Form by listing the return reason code and return quantity. Please indicate the items you are returning by placing a check mark in the Return box. Retain your original order invoice for your records.
  2. Pack and seal your return merchandise securely (in the original package if possible) and include the completed Return Form and Customs Documents (if applicable). Affix enclosed pre-printed Merchandise Return Label to the outside of your return package. Please note that the Return Label is not pre-paid, therefore, you will be responsible for the return shipping cost. Shipping and handling charges are not refundable.
  3. Mail the package to:    Forever 21
                                       Attn.: Online Returns
                                       1807 E. Olympic Blvd
                                       Los Angeles, CA 90021
  4. Please allow 2-3 weeks from the return shipped date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. For returns from International and APO/FPO addresses, please allow 4-6 weeks from the return shipped date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement.
Returns for Online Purchases At Our Stores :
  1. Your original invoice must be presented at the time of return or exchange.
  2. We are currently unable to process refunds at the stores for any online purchases. For refunds of online-purchased merchandise, you must send by mail to the address provided above.
Returns for Defective Items and Wrong Items Shipped :
  1. Any defective item(s) or item(s) that was different from Original Invoice may be refunded or exchanged:
    Please note that all defective item(s) are subject to inspection. Exchanges are not permitted for returns from the U.S. territories, APO/FPO and International addresses.
    1. It may be returned to any Forever 21, XXI Forever, Heritage 1981, Reference or Gadzooks store located in the United States for an exchange or store credit towards your next purchase; or
    2. By mail. To ensure proper processing, on the return form indicate the return code for the item(s), either defective(21) or wrong item shipped(51). If defective, describe the defect and if you would like a replacement, please indicate exchangeon the notessection. Upon inspection, if item(s) is deemed defective or wrong item(s) shipped, an exact replacement, if available, will be shipped to you free of charge. If your exact replacement is out of stock, we will process a refund back to the same form as the original order payment method.
    3. Upon inspection, if item(s) is deemed defective or wrong item(s) shipped, your return shipping cost will be credited back to the same form as the original order payment method. In order to receive credit for your return shipping cost, you must attach the Return Shipping Receiptalong with the Return Form.The shipping credit amount is subject to the following for returns from U.S., APO/FPO and the U.S. territory addresses: If UPS ground, FedEx ground, DHL ground or USPS Priority mail is used, full amount will be reimbursed. If overnight, 2 day, or 3-day service is used, only the amount UPS ground would have charged for the same return will be refunded to you, not the actual amount spent. For returns from International addresses, the shipping credit amount is subject to the following: If any standard shipping method is used, the full amount will be reimbursed. If any express shipping is used, only the amount USPS First-Class Mail International would have charged for the same return will be refunded to you, not the actual amount spent.
  2. All other permitted exchanges can only be made at a Forever 21, XXI Forever, Heritage 1981 or Twelve by Twelve store. Please visit www.forever21.com for a store near you.
  3. Exchanges are not permitted for returns from the U.S. territories, APO/FPO and International addresses.
    The U.S. territories includes: American Samoa, Federated States of Micronesia, Guam, Marshall Islands, Palau, Puerto Rico, and the U.S. Virgin Islands.
Returns on Online Purchases Made with Gift Card, E-Gift Certificate or Store Credit Card:

Credit/reversal of charges can only be made to the exact Gift Card, E-Gift Certificate or Store Credit Card used to make purchase. Please retain the Gift Card, E-Gift Certificate and/or Store Credit Card after online purchase for returns and future purchases.


Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


6. Can I change the shipping address on my order?

No.Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.


Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


7. How long does it take for a pending authorization to be removed?
  1. Pending Authorizations are NOT charges.
  2. Once an order has been shipped the pending authorization is posted to your account as payment.
  3. If your order is cancelled the pending authorization automatically drops within 3 to 5 business and does not post as a payment. Please refer to your bank on their specific guidelines and policy.

Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


8. What countries do you ship to?

Shipping Destinations


Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


9. What if my item is out of stock?
  1. Occasionally, high demand causes us to run out of certain items. If the item you ordered is out-of-stock, you will receive an "out-of-stock" email notice and the item will be removed from your order.
  2. Please note, that you will NOT be charged for any out-of-stock items. You will only be charged for items that will be shipped.

Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)


10. Can I modify my order after it has been placed?

No.Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.


Did this help? Continue shopping.
For any inquiries, you can speak with one of our friendly representatives at the phone numbers provided below or you may send us an email with your question.
Forever 21 representatives are available to take your calls Monday through Friday, 6:30 AM to 6:00 PM,
and Saturday through Sunday, 9:30 AM to 7:00 PM Pacific Standard Time.

For U.S. and Canadian Shoppers:
1-888-494-3837 (EVER)
Toll Free

For Non U.S. and Non Canadian Shoppers:
213-741-8257.

Contact us by email - (Click Here)