FAQs

Returns

RETURNS ARE FREE:

We offer free shipping and free returns. And now, due to continued concerns about the coronavirus, we have extended our return window to July 1, 2020 for all online and in-store purchases made between February 1, 2020 and May 15, 2020.

DELIVERY OPTIONS:
  • Free Economy Shipping is available with no minimum purchase required.
  • There is no Pick-Up In Store option during store closures. Any previous orders unclaimed will be returned and the credit will go back to the original tender used.
SAFETY:

We’re increasing the frequency of regularly scheduled cleanings and sanitization efforts in Distribution Centers. We’re recommending all employees to take precautionary health measures, including frequent handwashing, social distancing, staying home when sick, and pausing all non-essential work travel.

Online Return Policy

If for any reason you are not satisfied with any item purchased, due to continued concerns about the coronavirus, we have extended our return window to July 1, 2020 for all online purchases made between February 1, 2020 and May 15, 2020. Other than defective items, all merchandise must be in its original condition (unwashed, unworn, & price tickets attached). Items purchased online can be returned by mail. Items marked as "Final Sale" are not eligible for returns. Due to the intimate nature & hygienic standards, lingerie & shapewear are not eligible for returns. Beauty products may be returned if unopened and in the original cellophane wrapping.

Returning Online Purchases
  • Detach the top of the package invoice and keep it for your records.
  • Circle the item(s) that you are returning and indicate the reason for the return. (Please use the reason codes below.)
  • Pack your return in the original package if possible and be sure to include the invoice. Attach the return shipping label provided on the front of the invoice (please note that returns are free if you choose to use our enclosed label). If you have misplaced your return shipping label, please feel free to email us at service@nyandcompany.com or call our customer service department at 1-800-961-9906 and we will email you a replacement free return shipping label. Then, mail the package to:

    New York & Company
    307 Hollie Drive
    Martinsville, VA 24112

  • Please note that if you choose to use your own shipping method, the shipping and handling charges and return mail charges are not refundable. You must use the shipping label provided on the front of the invoice to receive free returns for your purchase.
  • If you placed an order in a store after February 1, 2020 and had it shipped to you, you may return it to a store (see instructions in the section below) for up to 30 days after our stores reopen or by mail to our online processing center in Martinsville, VA by July 1, 2020.
  • You will receive one email confirming we've received your return and a second email once we've processed the return. It will take approximately 7-10 business days for your return to be processed. The payment method used to place the order will be credited. It usually takes 1-2 billing cycles for the credit to appear on your billing statement.
Returning Online Purchases To Stores

To assist the efforts underway to slow the spread of the coronavirus, we have closed all stores starting Thursday, March 19th. Our focus remains on supporting the health and livelihood of our employees, while caring for our customers and communities. So, for purchases made online, you must return your purchase to our online distribution center listed above in Martinsville, VA. We have extended the return window to July 1, 2020 for all online purchases made between February 1, 2020 and May 15, 2020.

Once our stores reopen, you can bring your purchase to the store:

  • The package invoice* (This will serve as your receipt.)
  • The item(s) to return (excluding items that cannot be returned to a store)
  • A valid government-issued photo ID
  • The credit card used for the original purchase

*Without the invoice, you will be credited the lowest selling price of the item.

  • For returns without an invoice (receipt) you will be issued a merchandise credit in the amount of the lowest selling price of the item at the time the refund is requested. Merchandise credits are non-transferable.

We regret that we cannot accept returns from New York & Company stores or Fashion To Figure stores at nyandcompany.com or New York & Company Outlet Stores. Shipping and handling charges and return mail charges are not refundable.

Return Reason Codes
  1. Too big
  2. Arrived late
  3. Delivered wrong item
  4. Too short
  1. Returning a gift
  2. Didn't like item
  3. Too long
  4. Defective
  1. Fabric/color not what I expected
  2. Too small
  3. Other ________________
 
Coupon Code Adjustments For Online Orders

Coupon code adjustment: We offer a one-time coupon code adjustment within 48 hours if you forget to enter your coupon code. Contact us within 48 hours of placing your order and please have your billing information, order number and coupon code on hand.

Returning Store Purchases To A Store

We regret that we cannot accept returns from New York & Company Stores or Fashion To Figure Stores at nyandcompany.com or New York & Company Outlet Stores. But, if for any reason you are not satisfied with any item purchased made in our Stores after February 1, we have extended the return window to July 1, 2020 for all in-store purchases made between February 1, 2020 and May 15, 2020.

Merchandise must be returned to the same type of Store in which the original purchase was made. For example, merchandise purchased at New York & Company stores may only be returned to New York & Company stores; merchandise purchased at New York & Company Outlet, may only be returned to New York & Company Outlet stores; and Fashion to Figure merchandise purchased in store may only be returned to Fashion to Figure stores. We reserve the right to limit the number of returns per customer at any time with or without a receipt. If your return is accompanied by the original receipt, we will issue the refund either in the original form of payment or a merchandise exchange, at the “net price” (after coupons or discounts) stated on your receipt.

If your return is not accompanied by the original receipt, we will issue a merchandise credit in the amount of the lowest known selling price at the time the refund is requested. Merchandise credits are non-transferable.

Other than defective items, all merchandise must be in its original condition (unwashed, unworn, price tickets attached) and in its original packaging (where applicable). A current valid government issued photo ID (such as a driver’s license, state-issued non-driver’s ID, passport or military ID) is required for all returns or purchases made by check/cash/merchandise credit, and will be recorded at the time of return. A photo ID is also required for all redemptions of merchandise credits. Returns of merchandise paid for by check may take up to ten (10) business days to process.

Due to the intimate nature and hygienic standards of certain items, returns are not accepted on: shapeware, lingerie, and hosiery.

All redlined and Outlet Clearance merchandise marked “final sale” are not eligible for returns, exchanges or price adjustments.

GIFT CARDS AND GIFT CERTIFICATES

Gift cards and gift certificates are subject to additional terms and conditions. Please see store associate for details.

CHECKS AND CREDIT CARDS ACCEPTED

Your pre-printed personal check is acceptable as payment with a driver’s license or other valid government issued photo identification. We also require your current address and telephone number. We reserve the right to verify funds with the bank and to refuse any check not meeting the check acceptance policy. Altered or otherwise illegible checks will not be accepted.

When you provide a check as payment, you authorize us to use information from your check to process a one-time Electronic Funds Transfer (EFT) or draft drawn from your account, or process the payment as a check transaction. When we use information from your check to make an EFT, funds may be withdrawn from your account as soon as the same day you make your payment and we will return your check to you at the end of the transaction.

If your payment is returned unpaid, you authorize the collection of your payment and return fee of $25 by EFT(s) or draft(s) drawn from your account