FAQs

What methods of payment do you accept?

Currently, we accept the following methods of payment:

• Gift Cards, American Express, Discover, MasterCard, and Visa
• Debit card: American Express, Discover, MasterCard, and Visa
• PayPal
• Amazon Pay
• Apple Pay
• Google Pay
• Shop Pay
• Meta Pay
• Klarna

We are unable to accept cash, checks and most money orders for purchases from other websites. We reserve the right for billing address verification and/or additional payment validation where applicable.

May I cancel or change my order after it is submitted?

We begin processing your order as quickly as possible because we know you want it to arrive fast. Unfortunately, order details including items, address changes, and card information may not be changed or modified after they are submitted. Any replacement order must be submitted as a new order.

Will I be charged sales tax on my order?

Please refer to our Sales Tax Policy here.

When will my credit card be charged for an order?

Your card will be charged as soon as the order is submitted.

Can I place an order over the phone?

At this time, we may take your order only on our website.

Why should I register for an account?

Registering for an account has numerous advantages such as:

• One-click checkout for faster checkout experience
• View order status and your order history
• Continue shopping from other logged in devices
• Save multiple addresses
• Save a wishlist list
• Create and edit list that you can share with friends

How would I know if my order was successfully placed?

If checkout was successful, you should see a confirmation screen and receive an email with order details and confirmation.

Why have I not received my order confirmation email?

Check your spam or junk folder first. If you still have not received it, please verify the email address used at checkout and allow a little extra time for delivery.

My order was canceled, why did I still see the charge on my card statement?

You may see a pending charge on your bank account as soon as you submit your order. If your order was canceled, we send the information to your bank so that they remove the pending charge from your account. Depending on your bank, this can take several business days to clear. Please contact your bank directly for additional assistance.

My order was canceled, what does this mean?

Sometimes we are not able to fulfill inventory or we are unable to verify the billing and/or shipping information on the order. We reserve our right to cancel any order in our sole discretion.

Who should I contact if I haven't received my order?

We begin processing orders immediately and often ship quickly. If you believe your order is delayed or missing, please review tracking first and then contact support if needed.

Why am I not able to track my order using the tracking information provided in the shipping confirmation email?

Once we provide a shipping confirmation email, it may take 1–3 business days for the carrier to update the tracking information from the time of shipping initiation.

How will you notify me if there is a problem with my order?

We will send you an email to the email address associated with your order if there is any issue requiring your attention.

What should I do if an item is missing from my Forever21.com order but the box was not damaged?

If you believe an item is missing, compare the packing slip with the contents of the package and review your shipment confirmation. Some orders may ship in multiple packages.

What should I do if my order is delayed, lost or stolen?

Orders may occasionally be delayed due to weather, logistics interruptions, or local carrier issues. Forever 21 is not liable for packages that are lost, stolen, or delayed in transit after the carrier confirms delivery.

What should I do about damaged packages?

If your package is visibly damaged, please keep all packaging and contact the carrier and support as soon as possible. It is best to act quickly and document the condition with photos.

What shipping options are available? What is the shipping and handling cost?

You may refer to our Shipping Policy here.

Do you ship to P.O. BOX addresses?

We may ship select items to P.O. Box addresses within the United States, but not all delivery methods or carriers support this option.

Can I ship my order to a freight forwarder, logistics company, or third-party shipper?

For security reasons, orders shipped to third-party forwarding services may be limited or canceled at our discretion.

Can the carrier deliver outside the address provided at checkout?

Once a shipment is tendered to the carrier, delivery is typically made only to the delivery address provided at checkout. We are not liable for delivery to an incorrect address entered by the customer.

What is a valid business address?

A valid business address is a commercial location with a clearly identifiable business name and delivery access.

Can I choose multiple shipping addresses for an order?

At this time, each order may be shipped to a single delivery address only. If you need items sent to multiple addresses, please place separate orders.

Can orders be shipped to Hawaii, Alaska or foreign countries?

Currently, we ship within select regions supported on our checkout page. Availability and rates may vary by destination.

What is your return policy?

We want you to be happy with your purchase. If you are not, you may send your items back to us within the return window for a refund or store credit where eligible. Please review the shipping fees and exclusions listed in our Return Policy before starting a return.

What should I do if I received a damaged or defective item?

If you receive a damaged or defective item, contact us immediately through our customer support channel. Please include your order number, item number and damage details along with clear photographs.

What if the item I received is different from my original order?

We strive for accuracy in every shipment. If the wrong item was sent, please contact support so we can review the issue and help resolve it.

Can I return to the store any item using my online shipping label, even if I return by mail?

If you choose to return your order using your shipping label instead of the return portal or store option provided, you are responsible for ensuring the tracking number is retained until the return is processed.

What kind of security does Forever21.com offer for my online purchases?

We use secure socket layer (SSL) technology and other industry standard safeguards to protect personal and payment information during checkout. A secure connection helps encrypt sensitive information before it is sent over the internet.

Will you sell or share my email address with other companies?

We do not sell your email address or personal information to third parties for their direct marketing use. We may share limited information with service providers necessary to operate our business and fulfill your order, subject to our policies.

What if my credit card becomes lost or stolen?

Please contact your card issuer immediately if your card is lost or stolen. You should also review your account statement and online activity for unauthorized use.

Emails from Forever21.com

We send email when you place an order with order confirmations, shipping information and status. From time to time, we may also send promotional messages if you have opted in to receive them. You can unsubscribe at the bottom of our marketing emails.

Forever 21 and all related names, logos, product names, designs and slogans are trademarks or service marks of their respective owners. All content on this site, including text, graphics, logos, images and software, is protected by applicable intellectual property laws and may not be copied, reproduced, distributed or used without permission.