Retail FAQ

Orders

  1. What is the status of my order?

After placing an order, you can view the order status by logging into your account and clicking on the "My Account" tab. From there, click your tracking number for more information on your order.

Please note: An order is only accepted when the goods are dispatched. Any email sent to the customer beforehand is simply an acknowledgment of receipt -as opposed to acceptance - of the order.

  1. How do I change or cancel my order?

Email customerservice@rfmdenim.com with your Order Number # and what you would like to do. We are only able to change or cancel your order as long as it has not shipped out of our warehouse, so please notify us as soon as possible.

***DURING THE HOLIDAYS WE CANNOT GUARANTEE CHANGES (SIZE, STYLE, ADDRESS, ETC.) AFTER AN ORDER IS PLACED DUE TO THE HIGH NUMBER OF ORDERS BEING PROCESSED & SHIPPED ***

  1. What happens if my package says it’s delivered but I have not received it?

RFM Denim  is not responsible for orders that are delayed or lost in transit. Customers are 100% responsible for contacting the shipping carrier in case of missing packages. Once your order ships out from our facility it is in the hands of the shipping carrier to deliver your package.

If you have chosen to opt out of route insurance, please contact the carrier directly.

Call USPS: 1 (800) 742-5877

Call FedEx: 1 (800) 463-3339

Please have your tracking # ready when you call.

If a package needs to be replaced, we will re-ship your order to either the same or new address. We will not issue a refund on your order, we can only re-ship it. This is after the customer contacts either FedEx or USPS about their package.

  1. What do I do if I receive the wrong item?

We’re so sorry about that! If you received the wrong item, please take a picture of your order invoice (the paper copy that was sent with your order) as well as the item(s) you received so that we can look into it. Once we review this, we will send you the correct item(s) or issue a refund if your item(s) is out of stock. It is very important to let us know what item or items you need to be replaced. Please e-mail this information to customerservice@rfmdenim.com

  1. What do I do if I receive a damaged item(s)?

Please notify us as soon as possible and submit a picture of the item showing the damage to customerservice@rfmdenim.com with your order number. Once we receive this information we will review it immediately and reship a replacement item(s). Requests must be submitted within 14 days of purchase.

All original tags must be attached and the product must be unworn in order to receive a full refund. Otherwise, the product will be store credit online.

Shipping

  1. What shipping options are available? How long will they take?

FREE Expedited Shipping on all orders. 

Orders placed after 11 AM PST will ship out the next business day. 

Orders placed on Friday after 11 AM PST will ship out the following Monday. Business Days do not include Saturdays, Sundays, or US Holidays.

During the holiday season, please allow 24-48 hours for processing time.

  1. What could cause a delay in my order shipping out to me?

-If an item you select is out of stock, we will hold your order for 24-48 hours to allow our fulfillment team to double check for inventory. If an item is confirmed to be out of stock, we will issue you a refund for the item.

-Wrong or Invalid Shipping addresses will delay the processing of your order. Please respond to emails asking for address verification as soon as possible.

-If your order was placed through PayPal, there may be a delay in processing for PayPal to "clear payments". We cannot ship out orders until payments are cleared by Paypal.

-RFM Denim does not work in observance of US holidays which may also cause a delay in processing & shipping orders during that time.

Returns

  1. Can I return my order?

Yes, of course! Your return must be received by RFM Denim within 30 days of purchase. The returned item(s) must be unworn, in new condition, and have its original tags attached. Outbound shipping fees from the original order are not refundable.

*Start the return process here!

Please keep your tracking number for your return for reference. If your return(s) is not received and you cannot provide the tracking number for your return, we will not be able to process your return.

  1. If I need to return an item, do I have to pay the postage?

Here at RFM Denim we proudly offer Hassle-Free returns.

*Please note that once you choose store credit, it is non-refundable.

*Start the return process here!

  1. When will I receive a refund?

Once your order is delivered, please allow 3-5 business days for your items to get inspected. Once completed, a refund will be issued and you will receive an email about the refund. Please allow 3-5 business days for refunds to post back to your original form of payment method.

General

  1. How do I contact customer service?

We are open Monday-Friday 9 AM-5:30 PM PST (closed weekends). You can reach us via e-mail at customerservice@rfmdenim.com. If you do send an email please remember to add your Order Number (if applicable), Name, Phone Number and a brief description of your inquiry or concern.

We will be closed in observance of the below holidays:
• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day

Please note: Packages are shipped out on business days. The above Holidays are considered non-business days.

  1. What forms of payment do you accept?

We accept PayPal, Visa, Discover, MasterCard, Apple Pay, and ShopPay.

  1. Why won't my credit card work at checkout?

Occasionally, credit card payments will be declined due to a discrepancy in billing address/details. Please make sure you are entering your address and zip code correctly. If you have recently moved, make sure that your billing address is up to date.

  1. Why was I charged but my order did not go through?

If your credit card was declined but you still see a pending amount in your bank or credit account, please be assured that the charge will be dropped and reflected back in your account within 24 hours. Feel free to contact customer service if you have further questions.

  1. How long does it take for me to receive a refund?

Please allow 3-5 business days for your refund to post back to the original form of payment method. Please note: some refunds may take longer depending on your financial institution.

  1. Price Matching

We do not offer price matching. All pricing at the time of purchase is final.


Shop Pay


1.What is ShopPay?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score. * In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.