Frequently Asked Questions


USING THE WEBSITE


I am having problems using the website - how do I place an order?

If you are having problems using our website or placing your order, please contact Customer Service by email at contactus@us.rigbyandpeller.com or call 1-800-668-1458 so we can assist you.

I am trying to order on an iPad but I get a white screen when I try to checkout or pay. What can I do?

Make sure that Java is switched on and that Private Browsing is off, and then try to order again. Go into your advanced settings for Safari then switch JavaScript on. Switch Private Browsing on or off on the Safari page itself in the bottom left hand corner when you open a new page. If you still cannot order, please call customer services on the above number.

When adding a product to my shopping bag or wish list, is this product being reserved for me?

No, it is not. We assign stock to orders when an order is successfully completed and registered on our website. While shopping, we will inform you on the stock availability. If you see 'limited stock' or 'last item', we highly recommend that you place your order quickly.

During your session at our website, we will inform you on the stock availability. If you see 'limited stock' or 'last item', we highly recommend that you place your order quickly.

How can I see available sizes and colors?

While you are looking at a specific product, color and size availability will be displayed to the right of product image. Select the color that you are interested in and it will show the size availability in that color.


INTIMACY BRA FIT STYLISTS


What happened to Intimacy {Bra Fit Stylists}?

In September 2015, all Intimacy {Bra Fit Stylists} stores were changed to Rigby & Peller Lingerie Stylists London to expand the brand to the United States.

Will I still be able to use my Intimacy Gift Cards?

Yes. We accept Intimacy gift cards at Rigby & Peller U.S. boutique locations.

Am I able to still use my Intimacy store credit?

Yes. We will accept all Intimacy store credits at Rigby & Peller U.S. boutique locations.


PRODUCTS


You used to have more brands online, where have they gone?

We pride ourselves on finding the best selection of lingerie for every woman. Our online collections represent a curation of the brands we have available. If you are looking for a style or brand not available on our website, you can always contact a boutique to check availability and place a phone order. Visit our Boutique Locator page today.

I want to see the bottoms to match a bra - how do I do this?

When you are viewing a bra, you can see additional pieces in the collection, including bottoms, by scrolling down to “More in This Range”. Our lingerie collections always include a variety of bottom styles and sizes.

What do you mean by Boutique Exclusives?

There are boutique exclusive products and offers that are available only at our brick and mortar locations. This rotating set of exclusives will reflect the breadth and diversity of the products that are available at certain times of year. You won't be able to order these on our website, but they will be worth the boutique visit. We promise!

How about the Online Exclusives?

Our online exclusives are highlights of the season, only available on our website. The focus is to give every woman the opportunity to find that perfect piece that speaks to her. Our online exclusives allow you to further explore Rigby & Peller’s heritage and provide access to a depth of products we have never been able to share before

Are the colors shown on the website representative of reality?

All pictures shown on our website are shot at high resolution under light conditions that reflect normal daylight. Colors are rendered in a very realistic manner. However, variations between garment colors and what you see on your screen may be affected by your screen settings.

I am not sure about my size. How can I find this out?

If you are not sure about your correct bra or bottom size, please visit our Fit Guide or contact Customer Service at 1-800-668-1458 to speak with our Digital Stylist. We also recommend visiting one of boutiques for a lingerie styling with one of our trained Stylists.

Can I make a wishlist with my favorite items?

Yes, you can. On every product page, you will see a heart icon. Click this and the product will be added to your wish list. To build your wish list, you will need to create a customer profile. You can create a profile by clicking on the register icon on the top of the page.

You can create multiple wish lists and they can be shared with others by email.


ORDERING


Can I save my Shopping Cart for a later session?

Your shopping cart can be saved for up to 5 days. To activate this functionality, you need to accept our Cookie Policy, which will pop up at the bottom of your browser.

Is there a minimum ordering amount?

There is no order minimum. However, we offer free shipping on orders over $100 (before tax). For more information on our shipping fees, please visiting Shipping in Customer Service.

How will I know you received my online order?

Rigby & Peller will send you an automated Order Confirmation email confirming your order has been placed. If you have not received this email within one hour of placing your order, please contact Customer Service to ensure that your order has been successfully placed.

How can I cancel an order?

You can cancel an order up to the moment we have prepared your order to be picked in our warehouse. Once your order is being processed in our warehouse, you can no longer cancel your order.

To cancel your order, please go to the My Account > My Orders section on our website, or click here : you will find a 'Cancel Order' button: on click, a cancelation request will be sent to our order fulfillment system: you will receive an e-mail within 5 minutes confirming your order has been cancelled. If your order could no longer be cancelled, because it is in progress, you will receive an instant notification on the web page.

How can I change an order?

You cannot change orders on our Website. If you would like to modify your order, we advise you to cancel your order and place a new order.
Alternatively, you can email Customer Service. However, because we process orders extremely fast upon receipt, changes are only possible for a very short time. We highly recommend that you call Customer Service within 5 minutes of placing an order - see HELP for hours of operation. Outside of these hours or if Customer Service cannot be reached, we advise that you cancel your order and place a new order.


DISCOUNTS & PROMOTIONS


Can I redeem Rigby & Peller gift cards online?

We have Rigby & Peller e-gift cards that can be redeemed online. They are emailed to the recipient and will be received the same day they are ordered online.

If you have a boutique gift card but would like to shop at rigbyandpeller.com/US, please email Customer Service and include your name and the gift card number.

There is a promotion on rigbyandpeller.com, how can I use the promotion code and be sure my order meets the promotion requirements?

Promotions on our website are either announced via email or directly on the website.

On the checkout page, you will enter your promotion code in the third section, Payment, Promotions, and Gift Cards. You will enter the promotion code in the available field.

Before completing your purchase, you will have the opportunity to review your order summary. You will see all promotion codes that were accepted based on your order and the promotion conditions.


PAYMENTS


How can I pay for an online order at Rigby & Peller?

Rigbyandpeller.com accepts the following payment methods
- Credit and debit cards: Visa, MasterCard, Discover and American Express
- Paypal
- Rigby & Peller e-gift card

When will my credit card or PayPal account be charged?

If you pay by credit card, your account will be authorized for the entire amount of the order at the time of purchase. Your account will not be charged until the order ships. You will receive a shipping confirmation email and invoice, confirming the payment.

If you pay via your PayPal account, your account will be charged once your order is submitted. If you need to change or cancel your order paid via Paypal, please contact Customer Service to ensure that your order is correctly refunded.

Is your website safe and secure with online security? Is it safe to use my credit card?

Yes. Rigby & Peller U.S. Online is provided with an SSL encryption system to protect all personal and payment data. SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server. It also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

To further protect our customers, certain payment guidelines are in place. When placing an online order the following information is required to be correct: all billing information must match the information registered with your banking facility, the method of payment, CCV code, and expiration date must match the card used for payment.

If you need immediate assistance placing an online order during normal business hours please feel free to email Customer Service or call 1-800-668-1

Is it safe to use my credit card and debit card to Rigby & Peller online shop?

Yes. To help ensure that your shopping experience is safe, simple and secure, Rigby & Peller uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way.

When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

If you are enrolled in the Visa Secure or MasterCard Secure programs, you will also need to enter your password to complete your transaction.

Has my payment been accepted?

After you have successfully complete your checkout, your card will be authorized for payment.

If Rigby & Peller is unable to receive authorization to process your card, we will cancel your order and inform you via an automated mail. This usually takes 1 business da

Why has my payment been rejected?

There are several reasons this may have occurred. Carefully check the details you have entered and try again. Remember, the billing address you enter must match the address that your bank or credit card issuer has on record for you, otherwise your transaction may be declined by our Payment Service Provider.

If you have checked and entered your details again, please contact your card issuer to confirm that there are no holds on your account. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.

We do not take payment from you until the goods are shipped; however the funds will be reserved in your account at point of order so you may see the authorization on your bank statement, even if we have not received payment. If the payment is rejected it will take approximately 4 business days for the authorization code to drop off and release the funds


DELIVERY


Can you ship outside of the US?

At this time Rigby & Peller US online only ships to the continental United States, Alaska, and Hawaii. Please note that we do not deliver to P.O. Boxes, only to individuals or businesses with an individual contact name. If you are shipping to a US territory or military base, please contact Customer Service to arrange alternative shipping options.

How much do you charge for delivery?

Please see Shipping for applicable rates.

How quickly will my order arrive?

Online orders are typically delivered in 4 – 6 business days. You can track your shipment through the tracking link in the Shipment Confirmation email. At this time we are not able to offer overnight or two-day delivery options.

Can I choose my delivery method?

No, all orders are delivered by UPS.

Can I choose my delivery address?

Yes, your delivery address does not need to match your billing address. You can keep multiple delivery addresses in your account profile.

What happens if I am not present at the delivery address during the first delivery attempt?

If you are not home when the first UPS delivery attempt is made, you will receive a UPS InfoNotice® with further details on how to receive your package. Please follow the instructions on the InfoNotice® to reschedule delivery. You can also call UPS Customer Service at 1-800-742-5877 and say ‘delivery options’. You will then need to enter your 12-digit UPS InfoNotice® number to arrange redelivery

Can you deliver to a UPS Access Point™?

Yes we can deliver to any UPS Access Point of your choosing.

Please also see our section Delivery.

Can you deliver my online order to a Rigby & Peller boutique?

No, at this time we cannot deliver your package to a Rigby & Peller boutique.

How do I track my package?

Once you have successfully placed your order, you will receive a Shipping Confirmation email. This email includes a UPS tracking link. The link will direct you to UPS.com where you can follow the status and expected delivery date of your package.

Can I choose the delivery date?

Unfortunately, you cannot choose your delivery date.

Can you inform me on the status of my order’s delivery?

Once you have successfully placed your order, you will receive a Delivery email. This mail includes a UPS Track & Trace link: you will be directed to the UPS website page where you can follow the status and expected delivery of your parcel.

My order has not arrived what should I do?

Deliveries can take 4 – 6 business days but it can take longer. Occasionally, packages can get lost in transit. Please email Customer Service or call 1-800-668-1458. We will assist with replacing your order and filing a claim with UPS for the lost package.


RETURNS


Can I return an item that I do not like?

Yes, you can an item you purchased online. Returns should be unworn with the original tags on. Please see our Returns & Refunds section for full details on returns.

Can I return my online order to a Rigby & Peller boutique?

No, at this time boutiques cannot accept online order returns

Please see our Returns section for instructions on how to return goods to us.

How do I return one or more items?

We have made returning easy. Please see our Returns section for full instructions.

How do I know you received my return shipment?

Once received, your return will be processed in 1 – 2 business days. You will receive a Returns Shipment email from us confirming the status of your return. It can take 5 – 10 business days for the refund to be credited to your account.

If you have not received a Returns Shipment email, please contact Customer Service.

How do you refund my return shipment?

We will refund you via the same payment method which you used when placing your order. For more details please visit the Returns & Refunds section.

Donating gently worn bras
Rigby & Peller partners with Free the Girls, an organization which works with and empowers women who are survivors of sex trafficking and violence in Africa and Central America to start their own lingerie businesses, establishing both personal and economic freedom. Our US based Rigby &; Peller boutiques are Free the Girls drop off locations. You can stop by with your bras and the boutique will provide you a tax letter for your records.