Q: Baby Registry

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Q: When can I expect a response?

Our hours are Monday-Friday, 9am-5pm PT *excluding most major holidays We aim to answer our customers as soon as possible! Please expect a response within 24-48 hours :) During launches and sales, this timeline can be slightly extended, and we thank you for your patience! Please look around our Help Center as there are many articles that can help you in the meantime!

Question 1

How do I start a return?

Accepted Answer

Items must be unwashed and unworn, with the original tags attached, except FINAL SALE items. Returns must be initiated within 30 days of being delivered.

Start your return or exchange process here, along with a shipping label:
https://returns.ryleeandcru.com/#/

Returns are subject to an $8 return shipping fee, however, the fee is waived on exchanges and returns for store credit. 

*Noralee items are eligible for return for store credit or exchange only. 

*International orders (Outside of the US) are FINAL SALE.

Return Video Tutorial
Refund Policy

Please reach out to our friendly Customer Support team to assist you further.

Question 2

Can I cancel my order?

Accepted Answer

Unfortunately, an order cannot be modified or canceled once it has been placed. Please contact our friendly Customer Support team immediately to try and stop / cancel any order as soon as possible and we will do our absolute best to make the modification if it's within our power to stop the order but this is the exception to rule as placed orders immediately move into processing status.

We are here to support you however we can but we are a fast-moving small business trying to pack and ship as quickly as we can for everyone so please note most placed orders cannot be stopped regardless of how fast you reach out about cancelation. We will work with you on the back end to get it returned promptly for the majority of orders that can't be stopped. If not we may be able to find an alternative resolution for you so please reach out.

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Question 3

Loyalty and Rewards Program

Accepted Answer

We're biased...but we think our rewards program is really great. There are so many easy ways to get codes, stack up points, and reward yourself with discounts and incentives.

It's easy, just start here.

For every order placed, you will receive 5 points per $1 spent + additional incentives for reviews, birthdays, and referrals.

Use these points to unlock new tiers + earn more rewards!

500 points = $5 Collective Cash

1,000 points = $10 Collective Cash

1,500 points = $15 Collective Cash

2,000 points = $20 Collective Cash

2,500 points = $25 Collective Cash

3,000 points = $30 Collective Cash OR 15% off

5,000 points = $50 Collective Cash

10,000 points = $100 Collective Cash

Collect points, redeem a reward, copy and paste at check out :)

Please see our Loyalty Walk Through article here and video here.

When will my pending points be posted to my account?

Once an order is placed, reward points have a 10-day pending period from the purchase date :)

And, referral points have a 30-day pending period.

Do my points expire?

Points are valid for 12 months from the date issued. You must redeem them within 1 year of receiving your points. *Bonus promotional points will expire on the specified expiration date.

If you have any other questions, please feel free to reach out to us!

Question 4

Rylee + Cru Production - Ethical Sourcing Promises

Accepted Answer

Rylee + Cru is designed in the United States and made in China. Rylee + Cru is most certainly ethically produced. We have our factories (we only use a few) sign a code of conduct agreement which states all the critical components. No child labor, no forced work environments, pay fair wages, etc.

You can find out more about all of our production here.

where are these made

what country are they produced in

are these ethically made

are you sustainable

factory, factories

garment production and sewing

sewers and workers

Question 5

Find a store near me

Accepted Answer

The Rylee + Cru collection of brands is sold globally in the world's best small retailers. You can find a retailer in your region here.

Also, check out our two storefronts here:

Carlsbad Flagship Store

New York Store

Feel free to reach out to our friendly Customer Support team for further help.

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stores in my area

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Question 6

My Order Hasn't Delivered or is Missing

Accepted Answer

Unfortunately, this is common! Carriers occasionally mark packages as “delivered” before they drop them off. Please allow your carrier at least 10 business days to have your package redelivered before contacting your local post office with any questions you may have. If you still haven’t received your order after this time, please let us know!

In the meantime, I will flag your order and continue to monitor tracking in case there are any updates with the carrier. 

Please check out related articles:
Shipping Timelines

Feel free to reach out to our friendly CS team here for specific details on your order.

Thank you for your patience!

Question 7

Contact us!

Accepted Answer

We prefer if you contact us on this page so we have as much information as possible.

Please wait for a response from one of our agents, when you email back in it puts you to the end of the line.

Question 8

Account Management

Accepted Answer

Please view this video for a walk through. What is seen is this video is explained below as well.

Logging In

Order Management

View recently viewed items, points, favorited items, and order history.
Click on a specific order to view details.
Take actions such as return, exchange, or send a gift receipt with one click.

Return Process

Start a return by providing necessary details.
Choose return, exchange, or store credit with upsell option.

Sending Gift Receipt

Easily send a gift receipt to the recipient for easy exchange or return.

Accessing Help Center

It is always great to start by checking out our Help Center.
Search for articles related to orders, loyalty programs, support, etc.

Contacting Support

Account Information

All account information is accessible within two clicks from the account icon.

Cautionary Notes

Tips for Efficiency

Utilize the one-click actions for quick order and return management.
Save frequently purchased items to favorites for easy access.
Regularly check the help center for self-service solutions before reaching out for assistance

Question 9

Baby Registry

Accepted Answer

Hey Parents!

Looking to create a baby registry where you can add Rylee + Cru, Quincy Mae, and Noralee items!

Check out how to here :)

Question 10

Ambassador Program

Accepted Answer

Do you want to become a Rylee + Cru Collective Ambassador?!

Earn points, free gifts, and exclusive perks!

1. Sign Up

Submit an Application Here

2. Start Sharing

Create your Storefront and share photos and/or videos as you style your new Rylee + Cru, Quincy Mae, and Noralee outfits. Don't forget to tag us!

@ryleeandcru

@quincymae

@shop_noralee

3. Get Rewards

Earn 12% commission on each sale made through your Storefront, and give your followers an automatically applied *15% discount by shopping through your shop or using your affiliate code.

*Discount is eligible for first-time customers only, and %discount off is subject to change during promotional periods.

Program Rules:

Must be 18 years of age
Follow and tag us on Instagram and TikTok @ryleeandcru
Have an active, public Instagram account (must have 2+ posts per week OR have at least 250 followers for an active account)
Take beautiful, clear, well-lit photos that align with our brand's aesthetic

Terms & Conditions:

To be eligible for commissions, you must sign up through the link above and follow the outlined rules.
Rylee + Cru may use member content for marketing purposes.
Rylee + Cru has the right to change the details of this program at any time, including the program rules, commissions, and discounts.
Links to Storefront pages and affiliate codes must not be posted on coupon / discount sites.
Rylee + Cru has the right to remove members from the program at any time.
Commission is payable on non-returned products from orders where your code was used.

Question 11

How do I carry one of your brands in my store?

Accepted Answer

Thanks for reaching out and expressing interest in your family of brands. Our team is internal and loves to connect with potential stores to partner with.

Go to our wholesale application page here and someone from our sales team will get back to you promptly. 

https://ryleeandcru.com/pages/wholesale

retail
stock your brand
sell online in my store
wholesale
retailer
buy for store

Question 12

What is your return policy?

Accepted Answer

Returning items from Rylee + Cru and Quincy Mae, you have a window of 30 days from the date of delivery to initiate returns for bonus store credit, refunds back to the original form of payment, and/or exchanges.

Noralee too has a window of 30 days from the date of delivery, however, being a special occasion offering, we allow exchanges or returns for store credit ONLY. This policy is designed with the intention to guarantee that customers receive new, unworn special occasion items. The good news is, store credit is eligible for use across the collective (Rylee + Cru, Quincy Mae, Noralee)!

*Returns are subject to an $8 return shipping fee. The fee is waived on exchanges and returns for store credit. 
*International orders (Outside of the US) are FINAL SALE.

To learn more about our Refund Policy, please see here.

Track, manage, and start returns here.

We strive to provide the best customer experience possible, and we appreciate your understanding and cooperation with our return procedures.

For additional return assistance, please reach out to our friendly Customer Support team.

return rules

refunds

exchanges

store credit

Question 13

Can I edit my order in process?

Accepted Answer

Unfortunately, we're not able to make any changes to your order once it's been placed, we are so sorry! Our system has already received and begun processing the information on your order within the first 15 min of it being placed. Please contact our friendly Customer Support team directly to put in a cancellation request. If approved, you will receive a confirmation and the order will be refunded, so you can place a new order.

IF we cannot cancel the order, you can make a return or exchange, here: https://returns.ryleeandcru.com/#/

*Please wait for us to confirm as all requests are not guaranteed.

change my order
change pieces
different item
swap out sizes
different size on order

Question 14

Quincy Mae Production - Ethical Sourcing Promises

Accepted Answer

Quincy Mae is designed in the United States and made in China. Rylee + Cru is most certainly ethically produced. We have our factories (we only use a few) sign a code of conduct agreement which states all the critical components. No child labor, no forced work environments, pay fair wages, etc.

You can find out all about Organic Cottons and our sourcing promises here.

where are these made

what country are they produced in

are these ethically made

are you sustainable

factory, factories

garment production and sewing

sewers and workers

Question 15

My Order Isn't Updating in Transit

Accepted Answer

Thank you for ordering with us. We're sorry to hear there is a delay with the carrier! Unfortunately, there may be unexpected delays due to unforeseen road or weather conditions that may be in place.

Though your package is delayed, we're happy to see it's still on the move. Your order can be tracked here directly: https://ryleeandcru.com/#status-orders

You may not see any updates with your tracking information until your package has reached its next stop to be scanned. 

Let's give your carrier a few more days to update the tracking information. If in case we don't see any further progress for 5 business days, please let us know and we will address the issue with the carriers. 

Please check out related articles:
Shipping Timelines
Feel free to reach out to our friendly CS team here for specific details on your order.

Thank you so much for your patience with this!

Question 16

Can I stack rewards or discount codes?

Accepted Answer

Unfortunately no, any reward or discount code must be used individually and cannot be stacked with other codes. We do allow for codes to be used on launches or on sales but these must be loyalty earned points.

If you have further questions feel free to reach out to our friendly Customer Support team.

Question 17

Can I send a Gift Card?

Accepted Answer

Yes! Gift cards can be purchased here..

https://ryleeandcru.com/products/gift-card

Our gift cards come via email right now—no physical cards yet, sorry about that! 
But no worries, you can find some fun printable card templates here..

Suns
Lions
Patchwork
Holiday
Enjoy gifting!

Please reach out to us if you need any additional help!

Question 18

When can I expect a response?

Accepted Answer

Our hours are Monday-Friday, 9am-5pm PT

*excluding most major holidays

We aim to answer our customers as soon as possible!

Please expect a response within 24-48 hours :)

During launches and sales, this timeline can be slightly extended, and we thank you for your patience!

Please look around our Help Center as there are many articles that can help you in the meantime!

Question 19

Loyalty Walk Through

Accepted Answer

Please watch this video on how our Loyalty Program works. This video enables you to efficiently use, check, maintain, and redeem loyalty points using the account icon on the top right of the screen:

Key Steps:

Cautionary Notes:

Ensure you are signed in to your account before attempting to manage loyalty points.
Double-check the points bar to confirm the accuracy of your points balance.

Tips for Efficiency:

Familiarize yourself with the location of the account icon for quick access.
Regularly check your points balance to stay updated on available rewards.

If you have any questions feel free to reach out to our friendly Customer Support team!

Question 20

Carlsbad Flagship Store

Accepted Answer

Come visit us at our first-ever flagship store in Carlsbad, California!

Address
1911 Calle Barcelona #151
Carlsbad, CA 92009

Get Directions

Store Hours
Sunday 11am-6pm
Monday - Saturday- 10am-6pm

760-452-6094

Return Policy

We're excited to announce that our Carlsbad store follows the same policies as our online shop! This also means that all store credits and gift cards can be used both in-store and online.

An item may be returned two ways, in-store OR through our online returns portal!

Unworn
Unwashed
With original tags intact
Free of stains, odors, animal hair, and damage

Items may be eligible for return or exchange within 30-days of purchase.

Rylee + Cru, Quincy Mae, and Play by R+C items are available for exchange, store credit, and refund to the original payment source.

Noralee items are eligible for exchange or return for store credit ONLY.

To use our online returns portal, please CLICK HERE to start your return/exchange.

Please note that returns using the portal are subject to an $8 handling fee, while in-store returns do not incur this fee.

Returning a gift?

Question 21

How do I redeem my points?

Accepted Answer

Ready to redeem your earned loyalty points on your next purchase?

Here are step-by-step instructions:

1. Log into your account by clicking the account icon in the top right corner.

2. You will be prompted to enter your email address, which will then send a 4-digit code to your email.

3. After submitting the code, you will be directed to your account page, where you will click on "My Rewards"

4. This will take you to our rewards page, where you can view your reward activity, check for unused redeemed rewards, and redeem new rewards.

5. Scroll down to view the listed rewards and click on the desired reward.

6. Upon clicking you will then be provided with the discount code to copy and paste at checkout.

Looking for your already redeemed code??

If you don't use the code immediately, there's no need to worry! The code will remain active for two months from the date it is redeemed, which is saved onto your account.

If you forget or lose the code, you can easily find it by going to our loyalty page and scrolling down under the account overview to "Rewards". There, you'll see a record of any unused redeemed rewards.

Simply click on the reward, and a pop-up will appear, allowing you to copy and paste the code to apply at checkout.

If you have any questions feel free to reach out to our friendly Customer Support team!

Question 22

Noralee - Ethical Sourcing Promises

Accepted Answer

You can find out all about our sourcing and production values + promises here.

where are these made

what country are they produced in

are these ethically made

are you sustainable

factory, factories

garment production and sewing

sewers and workers

Question 23

Can I apply a discount to an order already placed?

Accepted Answer

Thanks for reaching out to us, and we appreciate you asking!

Unfortunately, we're not able to retroactively apply discounts to orders placed before or after a promotional period or add a code to an order already placed.  

Please reach out to us and we will be able to provide you with an alternative resolution.

Question 24

Where is my order?

Accepted Answer

Let's find your order status!

Please note that most orders ship within a 1-5 business day window (Monday to Friday) and you will get an automated update as soon as your order leaves our warehouse in San Diego, CA. If you haven't gotten the order confirm yet, it either hasn't shipped or that confirm potentially went into a spam folder so please check there first. 

We have an order history / tracking tool built in here to customize your experience and expedite any info you may need regarding your order. Check your order history, track a shipment, create an easy return, and view all of your loyalty points all in this one place. 

If you have your order info on you, you can track directly here as well. 

Please note that some carriers will scan as "delivered" prior to actually dropping the package so please allow 24 hours for your package to show up after you see a delivered status.

If you have any issues, feel free to reach out to our friendly Customer Support team.

Question 25

I can't reset my account password

Accepted Answer

That's frustrating but we're here to help! Sometimes, it's just your browser and a cache issue. If you are on your phone, trying opening the password reset link on a desktop or opening it in an icognito window. You can also go to a desktop computer and select the account icon in the top right corner (the center icon with the outline of a person below):

Once you click on that account icon, it'll open a new login window which you can also access here. Note that in this link you are able to resend a login code to yourself or you can simply access your account by your google login as well.

If you are taking these steps, and the prompt continues to open an app page, close that and go to a desktop computer or any device that isn't on your phone. We apologize for the inconvenience as it's likely the link is detecting the app on your phone and wanting to open there, but these pages are not in the app itself.

If you have further issues, please contact our friendly Customer Support team, we would be more than happy to help!

I'm having difficulty resetting my account password.
Resetting my account password is proving challenging.
I'm experiencing issues with resetting my account password.
I'm finding it hard to reset my account password.
I'm unable to change my account password.
I'm encountering problems resetting my account password.
I'm struggling to reset my account password.
I'm having no luck resetting my account password.
I am unable to reset my account password.
I can't change my account password.
I'm having trouble resetting my account password.
Resetting my account password isn't working.
I'm unable to reset my password.

Question 26

Can I leave a Gift Note + Gift Receipt?

Accepted Answer

Yes! Leaving notes for the recipient is easy. In the checkout, just fill in the "Gift Message" section which allows for 80 characters. This note will pass on to the packing list included in the order so you can surprise and delight the lucky recipient when they open the package once it arrives.

Our packing slips included with all orders do not display any pricing and will work as their gift receipt :) Which can be used to exchange sizes via our returns portal with no friction and without needing your original email address, making any necessary swaps simple.

Website:

APP:

If your order is already in transit, unfortunately, we won't be able to add your gift message, I’m so sorry. However, if you’d like, we can send your gift message to your recipient directly, via email.

Reach out to our friendly Customer Support team and they would love to help!

Question 27

Return Processing Times

Accepted Answer

We apologize that you had to do a return and we hope you will order again with us. The return processing times can be found below:

Once received..

Refund: Please allow up to 10 business days for your payment to be returned to your bank account.

Store Credit: Please allow up to 10 business days for processing and the store credit will be emailed to you via an e-gift card code!

If you do not receive it during this time, please reach out.

For both of these cases please contact our friendly Customer Support team using this link.

Question 28

Report an Issue on the website or app

Accepted Answer

We are so sorry to hear you are having difficulties on our site.  We value our customer's feedback when they encounter an error, it really helps us out.

In the meantime, we suggest clearing your browser cache or trying a different browser to see if it resolves the issue. 

For the app, please ensure it's updated to the latest version, as this can often fix common issues. 

If you are still having difficulties, please go to our contact us page and follow these instructions:
1. Select Report website issue as the subject
2 Enter your email
3. Please let us know as much information as possible on how you were accessing the site.  (Desktop, mobile, what browser, were you using the App?)
4. Provide us screenshots if possible as well.
Providing all of this upfront greatly improves our ability to give you a swift resolution.
Thank you, we look forward to getting this sorted for you.

Question 29

Making a Return

Accepted Answer

Please view this video on how to do a fast, simple return with us:

A Simple Return Process with Lots of Options

Accessing Your Account

Initiating the Return

Click to start the return process.
Answer questions about the return: exchange for a new size, refund, shop with bonus credit, etc.

Choosing Return Options

Options include exchanging, refunding, getting store credit with bonus, refunding to original payment method, or a combination.
Note that you can shop directly on the site with your returned amount PLUS bonus credit immediately.
Any return for store credit will issue you a gift card as soon as your return package is scanned as in transit
Select the desired option and proceed.

Shopping or Refunding

Use available credit to shop on the site.
Receive email confirmation with a return label to print and attach to the package.

Returning the Item

Send the item back in its original packaging.
Track the return and expect an exchange or refund within seven days of it reaching the distribution center.

Contacting for Assistance

Question 30

New York Store

Accepted Answer

Come shop with us on the Upper East Side at our New York store!

Address
1225 Madison Avenue
Space A
New York, NY 10128

Get Directions

Store Hours
Sunday 12pm-6pm
Monday - Saturday- 10am-6pm

(646) 466-4558

Return Policy

Items purchased at our New York store are eligible for return or exchange within the store OR through our online returns portal.

	In-store		Returns Portal
	Return for Refund	Exchange for equal or greater value	Return for ONLINE shoppable credit	Exchange for equal or greater value
Rylee + Cru	X	X	X	X
Quincy Mae	X	X	X	X
Noralee		Exchange ONLY	X	X

Items may be eligible for return or exchange within 30-days of purchase in addition to being:

unworn
unwashed
with original tags intact
free of stains, odors, animal hair, and damage

To use our online returns portal, please CLICK HERE to start your return/exchange.

Please note, shoppable credits and gift cards are eligible for use on our online shop ONLY.

We totally understand how not having gift cards or store credit to shop in-store can be a bit frustrating, especially when you're looking to make a exchange and shop later! Just to explain, our policy comes from working closely with a partner to keep things running smoothly in our store. We appreciate your understanding and support!

Returning a gift?

For further assistance with your return, please reach out to our friendly customer support team here!

Question 31

I'm missing my 10% sign up code for email / sms!

Accepted Answer

No worries! When subscribing with your email and mobile number, you will unlock 10% off your first order with us! This code will come via text.

Just reply to this email letting us know if you have not received the code and we'll create you a new one.

Because these codes are dynamic and always custom for one-time use, we'll need to assign you a new one manually and we're happy to do so!

Please reach out here and we will happily assist you.

Question 32

Final Sale Returns

Accepted Answer

Unfortunately, if your order was placed during our End of Season Sale and Black Friday Cyber Monday Sale, these items are FINAL SALE and non-returnable/exchangeable. 
Upon checkout, in the shopping cart, all items will include a Notice of Final Sale.

Items purchased during our occasional seasonal sales from 15 - 25% off are still eligible for return. 

For more info, please visit our:

Refund Policy

Shipping Policy

Please feel free to reach out to our friendly Customer Support team with further questions.

Question 33

Who is my Gift from?

Accepted Answer

We are so glad you received a gift from us!

In order to find out who sent you this, please reach out to our friendly Customer Support team, they would love to help!

Need to return/exchange your gift, please see here.

Question 34

Re-Selling

Accepted Answer

Here is a walk through of our comprehensive and safe Re-Selling program:

Accessing the Resale Site

Visit the official Rylee + Cru Collective resale site.
Access the store from the footer, through the link above, or through your account icon tab.

Navigating the Site

Browse preloved items or list an item to sell.
Use filters to shop for items or list an item using a SKU, image, category, or description.

Listing an Item

Choose to sell or trade-in your item.
Set a suggested sale price or choose your own selling price.
Here you will get the option to sell peer to peer for cash or for store credit with a bonus credit amount applied
You also have the option to trade in and can send back multiple pieces at one time for brand credit

Trade-In Options

Trade-in for brand credit by selling peer-to-peer or sending the item in.
Get an additional amount over the sale price when opting for brand credit.

Finalizing the Process

Select conditions, agree to terms, and list the item.
Complete the process and start benefiting from upcycling and reselling with Rylee + Cru Collective.

Question 35

Sizing Support

Accepted Answer

We’re excited to help you find the perfect fit!

To make your shopping experience easier, we’ve provided detailed sizing charts below that outline the measurements for each brand, Rylee + Cru, Quincy Mae, and Noralee. Our dedicated team is making a concerted effort to include measurements on products that might cause confusion, ensuring you have all the information you need right at your fingertips.

Please note that, at the moment, our friendly Customer Support team is unable to offer precise product measurements when you reach out. However, we are actively working to enhance the sizing information available throughout our website, so you can shop with confidence.

If you happen to find yourself between sizes, we highly recommend sizing up for a more comfortable fit. Additionally, if you’re concerned about potential shrinkage after washing, consider drying your items on a low-heat setting or hanging them up to air dry, which can help preserve their shape and size.i

Rylee + Cru

Quincy Mae

Noralee

Question 36

Job Opportunities & Careers

Accepted Answer

We are so pleased you would like to join our team!

For open roles please visit our Linkedin page.

You can also find a list of opportunities here.

For any further questions about any career opportunities feel free to email us at careers@ryleeandcru.com.

Question 37

When will my pending points post to my account?

Accepted Answer

Once an order is placed, reward points have a 10-day pending period from the purchase date :)

And, referral points have a 30-day pending period.

After the pending period, the points will be ready to be redeemed! You will want to copy and paste the code at checkout.

Question 38

Are your Pajamas / Sleepwear Items Flame Retardant Compliant?

Accepted Answer

Yes! We take great care to stay above any compliance requirement for your child's ultimate safety. All Rylee + Cru and Quincy Mae products that fall into the sleepwear category are verifiably tested and have passed the relevant standards and are labeled with the yellow fire safety swing tag.

You can find out more here regarding flammability requirements specific to children's sleepwear:

CPSC (USA Consumer Product Safe Commission) issued the Standards for the Flammability of Children’s Sleepwear, codified at 16 C.F.R. part 1615 for sizes 0 through 6X and 16 C.F.R. part 1616 for sizes 7 through 14, to protect young children from death and serious burn injuries associated with the ignition of sleepwear garments. The standards were designed to protect children from small open-flame sources, such as matches, lighters, candles, fireplace embers, stoves, and space heaters. The fabric and finished garments of children’s sleepwear subject to the standards must pass certain flammability tests.

See the following section for products that meet the definitions of “infant garments” and “tight-fitting garments”, which are considered excepted from children’s sleepwear flammability testing requirements.

https://www.cpsc.gov/FAQ/Clothing

Question 39

My Payment was Declined

Accepted Answer

We are so sorry for the inconvenience! Most often when a card is declined, you will find a pending payment on your bank statement. However, these charges typically fall off within 7 business days. For further information, we kindly ask you to reach out to your bank.

Please feel free to reach out to us if you payment does not fall off in this time period.

Question 40

Returning a Gift

Accepted Answer

Yes, you can easily return your gifted items as long as the products are within the policy return window, free of any damage or wear, and still with the original tags intact!

Go to our returns portal - and select "Start gift return here" and you're all set to walk through the process of your exchange / return for credit.

*Please note, if you do not choose start gift return here, the purchaser will be notified.

Once we receive your returned item(s), please allow up to 10 business days for processing. You will receive a store credit via email in the form of an e-gift card code.

If you are exchanging an item and did not select the instant exchange option, we recommend returning the item(s) as soon as possible to expedite your exchange process.

**Items must be purchased directly from our site to be eligible for a return and/or exchange.

If you need further assistance with your gift return, please reach out to our friendly Customer Support team.

return gifted item, returning a gift, gift returns

Question 41

Restocks

Accepted Answer

Thanks for your interest regarding the restock of a sold-out product / size. All of our brands are made seasonally and we rarely, if ever, restock products. Each season typically has 2-4 product collection drops and when they are gone, they are gone.

If products do come back via returns and are in absolute brand-new condition, we will repackage and restock them, so make sure to check back in on those SKUs over time.

Your best bet to find a sold-out product is to track down one of our retail partners here.

If you really, really, really need it...just let us know, and we'll gladly see if we can track down an additional unit in our warehouse! Our job is to do whatever it takes to get you that piece.

Feel free to reach out to our friendly Customer Support team for further help.

Question 42

Leaving a Review

Accepted Answer

We understand you have some questions about leaving reviews :)

There are two ways to leave a review..

1. On our site. Go to the desired item and under the item description, you will find a "Write a Review" box. These reviews do not award points :(

2. Through a prompted email ("Are you loving your new Rylee + Cru Collective looks?"). Leaving a review this way will get you 100 reward points :)

We do offer bonus points as well:

50 points for a photo OR 75 points for a video

*The maximum total points you can receive per order is 175!

For example, if you add a photo for 50 points, you can also add a video for an additional 25 points.

Please reach out to our friendly Customer Support team if you have more questions or if you need help.

Question 43

Fraudulent Ads

Accepted Answer

Hi Friends!

We are aware of several fraudulent advertisements and websites that were currently circulating social media.

Aside from our amazing retailers, we will only run promotions from our site directly, The Rylee + Cru Collective!!

Please note, any website outside of, ryleeandcru.com, is not affiliated with our brand in any way, and we are actively working to have them taken down as quickly as possible.

If you have made any purchases through this unauthorized website, we urge you to take immediate action to protect yourself. Please contact your bank or credit card provider right away to report the transaction and discuss potential steps for disputing the charge.

♡ Thank you for your understanding and support!

Facebook FB

Instagram

vellatic

scam

fraud

sale ad

garbgallery

Question 44

Shipping Timelines

Accepted Answer

We are a small family team committed to getting your orders out as fast as we can. In almost all cases, your order will ship out in 1-5 business days. Due to volume, we sometimes see 3-7 business day turnaround times in the event of a sale or product collection launch. Below, you can see our shipping options and general turnaround timelines.

All shipments leave from sunny San Diego, CA and are packed with love and care by our team here.

All domestic orders over $150 receive complimentary FREE SHIPPING

Shipping Method	Cost	Ships from warehouse in:	Delivered in:
Standard Shipping	By Weight	2-5 business days	2-5 business days after date shipped
FedEx 2 Day Air	By Weight	1-2 business days	2-3 business days after date shipped
International Shipping	By Weight + Duties	3-5 business days	5-10 business days after date shipped

*Please note these are all estimates as we cannot control any carrier delays. Major holidays may vary.

Feel free to reach out to our friendly Customer Support team for more specifics.

how long to ship

what carrier do you use

freight to me

time to ship

business days

shipping turnaround

will it arrive in time

Question 45

Late Order

Accepted Answer

We apologize that your order arrive late. Unfortunately, we do not guarantee deliver dates due to our shipping provider's policies.

Please reach out to our friendly Customer Support team and we would be more than happy to assist you.

Please see these related articles:

Shipping Timelines

Order Tracking + Order Updates

We apologize again and appreciate you as a customer.

Question 46

Returning an item, do my loyalty points get returned?

Accepted Answer

When you do a full return of your order when you redeemed a loyalty reward you will receive all of those points or value returned. Unfortunately, if you do a partial return, those points are not returned.

Feel free to reach out to our friendly Customer Support team if you have more questions or if you need help.

Question 47

My Order is missing an Item

Accepted Answer

We are so sorry to hear you are missing an item.

Please go to our contact us page and follow these instructions:
1. Select Delivery Issue as the subject
2 Enter your email
3. Provide order number in the message box.
4. Please tell us what item is missing.
Providing all of this upfront greatly improves our ability to give you a swift resolution.
Thank you, we look forward to getting this sorted for you.

Question 48

Can I combine multiple orders in the same return?

Accepted Answer

The short answer is no :(

We kindly request they are shipped back to us separately. When submitting your return form online, the return label provided to you is based on items and weight, so if you were to include any additional items, it may require more postage that the system will not recognize resulting in a failed attempt of delivery or delayed refund.

For more information, please see our Return Policy here.

Question 49

Do I receive points for orders placed with credit?

Accepted Answer

Were you gifted a gift card :) or returned an order for store credit?

Unfortunately, orders that are placed using a gift card or store credit do not qualify for earning Loyalty Points.

However, there is good news! If the store credit was issued through a return, these points were awarded at the point of purchase on the original order.

OR, at the time the gift card was purchased!

In these cases, points are awarded at the time of the transaction, ensuring you still have the opportunity to benefit from our loyalty program.

For more information about our Loyalty Program, please visit here.

Question 50

Do you offer expedited shipping?

Accepted Answer

Yes! We offer expedited shipping.

2-day shipping is prioritized and once the order ships, it most often arrives by the second business day (does not account for weekends, M-F only). And, 2-day orders (depending on the time of day placed/volume) may still require 1-2 days for processing before they are shipped out of the warehouse.

Because of high order volumes, Priority Shipping is not available during seasonal launches and for the two weeks following.

All expedited shipments ship out FedEx 2-day.

Once an order is placed with standard ground shipping, we will not be able to guarantee an upgrade to priority shipping as labels and packing happen in sequence once processed in our warehouse. We will do our very best to accommodate requests to upgrade shipping but understand that this is an exception and not the rule.

Every day we also select certain orders at random to expedite...just because you are worth it and we love to surprise and delight at no extra cost.

Please reach out to our friendly Customer Support team for additional questions. Also check out this article on our Shipping Timelines.

Question 51

Pre Loved and Reselling

Accepted Answer

Rylee + Cru was intentionally created with quality and longevity in mind. Your beloved garments can have multiple lives to them and this shop is a way to hand them to the next little down the line while rewarding you for your responsibility in helping us all treat clothing as memory-filled, loved items, and not disposable landfill items.

Check out our Pre Loved page here

Our Pre-Loved portal is our official resale site, and it offers a seller bonus credit above and beyond the sale price.

If you need further assistance with selling and/or buying an item, we kindly ask that you reach out to Treet directly!

Here is their contact form for Customer Service:

support@treet.co

Some of our users have also created a Buy Sell Trade page on Facebook. Please note this an unofficial marketplace/group. No company associates are affiliated with this page. Buy, sell, and trade at your own risk on Facebook.

If you have any questions feel free to contact us, we would love to help!

Question 52

Can you do a price adjustment or price match for me?

Accepted Answer

Thanks for reaching out to us, and we appreciate you asking!

Unfortunately, we're not able to retroactively apply discounts to orders placed before or after a promotional period or add a code to an order already placed. 
We also do not price match across the internet, as our own site has the largest and broadest collection of available goods across our brands at the most competitive pricing, especially once you utilize our rewards programs and incentives.  

Please note that in the occasional event that we do have a sale, we do our best to market this on all of our external channels to make it known prior to the event. 
The best way to ensure that you are always aware of an event is to opt in for text/email notifications on the site or to download the official app.

For more information, please see our Refund Policy.

price adjustment
price match
retroactively apply
sale price

Question 53

Do you ship internationally?

Accepted Answer

We do ship internationally to select global regions. All international orders go out via FedEx International Economy and arrive within 5-10 days from the time of shipment. Duties and taxes are included with the freight costs at no markup on our end. Please note that due to freight costs as well as duties, all international sales are considered FINAL SALE and not eligible for exchange or refund.

Rylee + Cru Collective brands are sold worldwide so be sure to search a store in your region to find closer shipping with no duties. For some regions, we do not ship from our US warehouse because of local distributors in that area supplying closer and cheaper options for our customers in those zones.

At the current time we are shipping to Canada, Australia, New Zealand, Japan, Mexico, Singapore, South Korea, and most of Europe.

Additionally, if you live in Canada, Australia, New Zealand, Japan, etc please note that we have regional sites either live or under development for these regions to serve you better and ship to you faster.

Rylee + Cru Collective Canada

Rylee + Cru Collective Australia / New Zealand

Rylee + Cru Japan

If you prefer to shop more locally, you can find a retailer in your area on our stockist page.

Please reach out to our friendly Customer Support team if you have further questions. Also see our Shipping Timelines article.

international shipping

duties and taxes

overseas

ocean

other countries

what countries do you ship to

africa, asia, europe, australia, new zealand, japan, china, north america, canada, mexico

brexit

scandanavian

Question 54

I missed a sale

Accepted Answer

We are sorry that you missed a sale. Unfortunately, we do not offer discounts retroactively. We commonly do sales at the end of season with limited inventory. Please stay up to date with our marketing emails in order to get in on these sales as soon as they launch.

If you reach out to our friendly customer service team they may be able to provide you with an alternative resolution.

Question 55

Refer a Friend!

Accepted Answer

Do you know someone who will love Rylee + Cru, Quincy Mae, and Noralee?

Give your bestie $30 off their first $100 order and you will get 3,000 points (equivalent to $30 off) if they spend over $70.

Example:

Click on "Refer a Friend" -> in the pop-up you will copy and paste your sharable link with a friend!

Bestie! After pasting the shareable link in your browser, copy and paste the code provided at checkout.

*Recipients must be a first time customer and complete their purchase in order for referrer to qualify and receive code. Self referrals will not be valid for either offer.

When will my pending points post to my account?

Question 56

I received the wrong Item

Accepted Answer

We are so sorry to hear you received an incorrect item :( 

Please go to our contact us page and follow these instructions:
1. Select Delivery Issue as the subject
2 Enter your email
3. Provide order number in the message box and describe the issue.
4. Please upload pictures of the incorrect item.
Providing all of this upfront greatly improves our ability to give you a swift resolution.
Thank you, we look forward to getting this sorted for you.

Question 57

Codes for New Customers

Accepted Answer

You may experience issues using a code for first time customers only. Unfortunately, we are only able to honor that code for new orders.

We give a ton back to our customers through our Loyalty program. Please use this link to see how many points you have accrued for being a loyal customer!

If you have any questions feel free to reach out to our friendly customer support team.

ACME

BEST

WHATWESAID

BALANCED

Question 58

Damaged Item/Order

Accepted Answer

If your item(s) arrive damaged, unusable, or otherwise in unacceptable condition from transit or has defects you suspect from manufacturing, please follow the steps below.. 

Fill out the Contact Us form 
1. Enter your name and email
2. Select "Damaged Product" as the subject
3. Provide the order number and describe the issue in the Message box
4. Upload pictures of the damaged item(s) in the Attach Files section. If the box was damaged in transit, please provide a picture of that as well.

Providing all of this upfront greatly improves our ability to give you a swift resolution.
Thank you, we look forward to getting this sorted for you.

*Please notify us within 30 days of the delivery date, items must be in new and unworn condition with the original tags attached. Items washed/worn are not eligible for returns/exchange when any damage is related to standard product wear and tear. 

Question 59

My discount code disappeared from my cart!

Accepted Answer

When using a discount code, if you find that the code initially shows as eligible but then disappears upon checkout, it may be because you were not signed into your account, and the code may not be eligible for use due to reasons such as not being a first-time customer code or being associated with a particular customer email.

If you are experiencing a different issue, please get back to us with the code you are trying to use, and our customer service team would be glad to check :)

Contact us here!

BEST / BALANCED / WHATWESAID

Question 60

I have a product defect, what is your warranty policy?

Accepted Answer

Warranty Info

We stand by all our products and want you to be assured that your item is made with care and will last through standard wear and tear when included use/care instructions are followed.

In the case that there is an issue related to a manufacturing defect, please notify us within 30 days of the receipt of your product if there are issues with the product in its new and unworn condition. Items washed/worn are not eligible for returns/exchange when any damage is related to standard product wear and tear.

Please go to our Contact Us page and follow these instructions:
1. Enter your name and email
2. Select "Damaged Product" as the subject
3. Provide your order number and describe the issue in the Message box
4. Upload pictures of the defective item(s) in the Attach Files section. 

Providing all of this upfront greatly improves our ability to give you a swift resolution.
Thank you, we look forward to getting this sorted for you!

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