FAQ

how do I check the status of my order?

  • You may view the status of your order by logging into your Forever 21 account and clicking on Past Orders. Click here to check on that status of your order.
  • Click on Track Order at the footer of the page. Make sure to have the order # and email address available.
  • Confirmations are sent via email within 30 minutes when
    • your order has been received or
    • your shipment has been processed, based on the valid email address provided to us.
  • 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.
  • Please allow 24 to 48 hours for your order status to change.

what is your return policy?

Online purchases made through Forever21.com are valid for exchange, credit, or refund within 30 days of the ship date. Your Return Form and Invoice provide a postmark date that specifies the last day you have to return your merchandise by mail or to our stores. Refunds are only available for online purchases returned by mail. Merchandise returned to any Forever 21, XXI Forever, or ForLove21 location within the United States will be eligible for exchange or store credit towards your next purchase.

what kind of shipping options do you offer?

We offer a variety of shipping options and rates. Free shipping is available to all 48 continental U.S. States. Click here to view the details of our shipping options and rates.

registration

Do I need to register before placing an order?

  • You may view the status of your order by logging into your Forever 21 account and clicking on Past Orders. Click here to check on that status of your order.
  • Click on Tracks Order at the footer of the page. Make sure to have the order # and email address available.
  • Confirmations are sent via email within 30 minutes when
    • your order has been received or
    • your shipment has been processed, based on the valid email address provided to us.
  • 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.
  • Please allow 24 to 48 hours for your order status to change.

how do I register?

You can Click here to register.

why should I become a registered user?

  • 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.
  • You can browse, shop and, if necessary, complete your order at a later time. We'll keep track of the items you've already put in your shopping bag so that when you come back later, you will not have to re-select the items again. Note that placing items to your shopping bag for purchase at a later time does not guarantee item availability.

how do I reset my password?

Please Click here to reset your password.

how do I change my account information?

As soon as you sign in to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

can I change my email address in my account?

We will offer this function in the future.

I cannot find the answer to my questions, how do I reach customer serive?

Please Click here to contact our Customer Service Team.

ordering

can I order by phone?

Unfortunately, we do not take orders over the phone at this time. However, you may order directly from our online website or on your smartphone. Click here to shop.

what kinds of payment methods do you accept?

We accept the following forms of payment:

  • Visa
  • Master
  • Discover
  • American Express
  • Paypal
  • Forever21 Gift Cards, E-Gift Certificates, and Store Credits issued within the United States

is my privacy and personal information secure on your site?

Shopping on our site is safe and secure. Please Click here to view the full details on how we protect your privacy and personal information.

do you restock items that are sold out?

Unfortunately we do not restock most of our items. Please visit our Back in Stock section to see what popular items we brought back to our online store. You may also contact your local store to check availability. Both our stores and Customer Service Team will need an item number/product code to confirm availability.

can I modify or cancel my order?

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.

how do I know what size to choose?

Click here to view our size charts.

i cannot find the answers to my qeustions, how do I reach customer service?

Please Click here to contact our Customer Service Team.

order status

how do I check on the status of my order?

  • You may view the status of your order by logging into your Forever 21 account and clicking on Past Orders. Click here to check on that status of your order.
  • Click on Track Order at the footer of the page. Make sure to have the order # and email address available.
  • Confirmations are sent via email within 30 minutes when
    • your order has been received or
    • your shipment has been processed, based on the valid email address provided to us.
  • 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.
  • Please allow 24 to 48 hours for your order status to change.

why was my order cancelled?

  • Forever 21 was unable to verify the billing information that was entered on the order. If the billing address does not match with what the credit card issuer or bank has on file, the order will be automatically cancelled.
  • 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.
  • if you still need assistance please contact us at (888) 494-3837 or you may email through the Contact Us link.

i cannot find the answers to my qeustions, how do I reach customer service?

Please Click here to contact our Customer Service Team.

shipping

what kinds of shipping options do you offer?

We offer a variety of shipping options and rates. Free shipping is available to all 48 continental U.S. States. Click here to view the details of our shipping options and rates.

which international countries do you ship to?

Forever21.com ships to a variety of different countries. Please Click here to view our international shipping destinations.

how do I track my package after it has been shipped?

As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website. Click here to track your package.

i cannot find the answers to my qeustions, how do I reach customer service?

Please Click here to contact our Customer Service Team.

return

what is your return policy?

Online purchases made through Forever21.com are valid for exchange, credit, or refund within 30 days of the ship date. Your Return Form and Invoice provide a postmark date that specifies the last day you have to return your merchandise by mail or to our stores. Refunds are only available for online purchases returned by mail. Merchandise returned to any Forever 21, XXI Forever, or ForLove21 location within the United States will be eligible for exchange or store credit towards your next purchase.

how soon will I receive a refund for my return?

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.

i cannot find the answers to my qeustions, how do I reach customer service?

Please Click here to contact our Customer Service Team.

gift cards

how do I check the balance of my gift card/e-Gift certificate?

Check your Gift Card/E-Gift Certificate balance here.

i cannot find the answers to my qeustions, how do I reach customer service?

Please Click here to contact our Customer Service Team.

contact us

by email

* required
Orders are packed and shipped Monday-Friday only. Most orders are shipped within 24 hours from the order date. Orders placed on the weekend and select holidays are processed on the next business day.
If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days. Orders with out of stock item(s) may take an additional 5 business days to process and ship.

free shipping over $50 or more

Why stop shopping when you can receive free shipping?
With a minimum purchase of $50 or more at Forever21.com, shipping is no cost to you. This limited time offer applies only to standard ground shipping.

*You must purchase a total of $50.00 worth of merchandise before taxes, shipping and handling. Does not include Forever 21 gift cards unless purchased with merchandise totaling $50.00 or more before taxes, shipping and handling. No price adjustments on previous purchases. Offer is non-transferable without consent by Forever 21. Not Valid at Forever 21 or XXI stores. Cannot be combined with any other offers. Valid on standard U.S. ground shipping to U.S. delivery addresses in the 48 continental states only. Not valid for international delivery addresses or Alaska, Hawaii, U.S. territories, P.O. Boxes, and APO/FPO addresses. Additional charges apply for express shipping. Limited time offer. Only available on Forever21.com. Terms subject to change without notice. Effective November 10th, 2011, 12 am PST.

u.s. shipping destinations and rates

Forever21.com ships to all 50 United States, the U.S. territories, P.O. Boxes and APO/FPO addresses. U.S. territories include: American Samoa, Guam, Puerto Rico, and the U.S. Virgin Islands.
see more

u.s. territories

  • Only standard delivery is available.
  • Standard delivery usually arrives within 5-13 business days from the shipped date, excluding holidays.
  • U.S. territories include: American Samoa, Guam, Puerto Rico, and the U.S. Virgin Islands.
Order amount Standard Shipping & Handling
(5-13 Business Days, Up to 18 Business Days for APO/FPO addresses)
$0 - $25 $10.90
$25.01 - $49.99 $10.90
$25.01 - $49.99 $13.90
$100.01 - $150 $15.90
$150.01 - $200 $17.90
$200.01+ $20.90

international shipping destinations and rates

Argentina El Salvador Philippines
Australia Guatemala Singapore
Bahamas Honduras South Africa
Belize Egypt Switzerland
Bermuda Israel Taiwan
British Virgin Islands Jamaica Thailand
Chile New Zealand United Arab Emirates
Peru Nicaragua Uruguay
Colombia Norway Venezuela
Costa Rica Oanama (Republic of)
see more
All store purchases may only be returned to stores within the original country of purchase. Please contact your local store for return policy information.

Online purchases made through Forever21.com are valid for exchange, credit, or refund within 30 days of the ship date. Your Return Form and Invoice provide a postmark date that specifies the last day you have to return your merchandise by mail or to our stores. Refunds are only available for online purchases returned by mail. Merchandise returned to any Forever 21, XXI Forever, or ForLove21 location within the United States will be eligible for exchange or store credit towards your next purchase.

Items must be returned unworn (sanitary liner intact for swimwear), unwashed, and unused, with tags attached and must be accompanied by the original return form and customs documents (if applicable).

Gift cards, e-gift certificates, cosmetics, jewelry, and final sale merchandise may not be returned for a refund, credit, or exchange; unless received damaged, defective, or the wrong item(s) was shipped.

how to return

Returns are accepted within 30 days from the shipped date. Please note all Gift Cards, E-Gift Certificates, cosmetics, jewelry, and final sale merchandise may not be returned for a refund or exchange; unless received damaged, defective, or the wrong item(s). Returns must be unworn, unaltered, and unwashed with all tags attached.


Returning to our Online Returns address
U.S. delivery addresses in the 48 continental states. Please allow 1-2 days handling time. Your order will include an invoice, return form, and/or customs documents. On your Return Form, check off the items you wish to return and list the return reason codes.

Securely pack your merchandise and Return Form in a box or envelope of your choice (you may also use the original package if possible). Place the pre-printed Return Label on the outside of your package. Please note that the Return Label is not pre-paid, therefore, you will be responsible for the return shipping cost. In addition, return shipping is non-refundable; unless you received damaged, defective, or wrong item(s).

Mail your online returns to the following address:


Online Returns
3880 N. Mission Rd Dock H4-1
Los Angeles, CA 90031

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.

Returning to our stores
Your invoice must be present when returning merchandise to a store. You may return your merchandise to any Forever 21, XXI Forever, Heritage1981, or Reference store located within the United States for an exchange or store credit. Refunds for online purchases are only processed when the merchandise is mailed to our Online Returns address.

Gift Cards, E-Gift Certificates, Cosmetics, jewelry, and final sale merchandise may not be returne

damage, defective, wrong item(s)

Returns are accepted within 30 days from the shipped date. Please note all Gift Cards, E-Gift Certificates, cosmetics, jewelry, and final sale merchandise may not be returned for a refund or exchange; unless received damaged, defective, or the wrong item(s). Returns must be unworn, unaltered, and unwashed with all tags attached.


By mail

Exchanges by mail are only processed for damaged, defective, or wrong item(s) shipped. Exchanges by mail are not permitted for returns from U.S. territories, APO/FPO, and International addresses.

Should you receive damaged, defective, or the wrong item(s), please return the merchandise within 30 days from the shipped date to our Online Returns address. We will refund the return shipping if a copy of the shipping receipt is attached to the Return Form. We recommend using a carrier service that provides tracking. Please note only standard carrier services will be refunded.

To ensure proper processing, please select the appropriate Return Reason Code listed on your Return Form. In addition, please specify the damage, defect, or wrong item(s) on the Return Form. Upon receipt of your return, our Online Returns Department will inspect your merchandise. If you would like a replacement of the item(s), please write Exchange on the Return Form in the notes section. We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available. If the merchandise is not available, you will receive a refund to the original form of payment used to make your online purchase. Returns must be unworn, unaltered, and unwashed with all tags attached.

In stores

It may be returned to any Forever 21, XXI Forever, Heritage 1981, or Twelve by Twelve stores located in the United States for an exchange or store credit towards your next purchase. Please visit www.Forever21.com for a store near you. Returns must be unworn, unaltered, and unwashed with all tags attached.

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 made with Gift Cards, E-Certificates or Store Credit Cards:
Refunds can only be made to the exact Gift Card, E-Gift Certificate or Store Credit Card used for the original purchase. Please retain the Gift Card, E-Gift Certificate and/or Store Credit Card after your online purchase, for return refunds and future purchases.

by phone

US & canada shoppers (toll free)

1-888-494-3837

international shoppers

1-213-741-8257

  • monday ~ friday
  • saturday
  • sunday
  • 7:00 am ~ 8:00 pm (PST)
  • 7:00 am ~ 5:00 pm (PST)
  • 8:00 am ~ 5:00 pm (PST)