Frequently Asked Questions

ONLINE & IN-STORE COVID-19 RESPONSE

• How do I check my order status?

  If you’re registered on nordstromrack.com, simply log in and visit the Account page to see when your order was placed, the date your order shipped from our warehouse, and other key steps in the process. If you used the guest checkout option, you may enter your order number and billing zip code in the form provided on the order status page. If you have any additional questions regarding your shipment, contact Customer Care at 1-888-966-6283, and one of our representatives will be happy to help.
• I recently returned my online purchase by mail. When can I expect my refund?

  Due to the increased volume of returns and the impact of COVID-19, we’re experiencing processing delays and anticipate returns and/or refunds will take longer than our usual 14 business days.
• Can I return my in-store purchase to nordstromrack.com?

  Currently, we do not have the capability to process returns for in-store purchases. However, our return time frame has been extended. For all items purchased between 2/1/20 and 6/17/20, we will accept returns through 8/1/20. Purchases made after 6/17/20 will be subject to our standard 45-day return policy.
• When does the 45-day extended return window start?

  For all items purchased between 2/1/20 and 6/17/20, we will accept returns through 8/1/20. Purchases made after 6/17/20 will be subject to our standard 45-day return policy.
• How will I know when stores reopen?

  When stores are reopened, we suggest calling the store before planning your next visit. All phone messaging will be updated with store-opening details.

• Does your extended-return time frame apply to U.S. and Canadian customers?

  Yes, the extended-return time period applies to all purchases made in the U.S. and Canada. For all items purchased between 2/1/20 and 6/17/20, we will accept returns through 8/1/20. Purchases made after 6/17/20 will be subject to our standard 45-day return policy.

GENERAL INFO

Nordstrom Rack is where style meets savings. We’re your destination for brands you love at up to 70% off original department store and boutique prices. Now, together with HauteLook, a premier flash sale site featuring top brands at incredible savings, we’re giving you even more ways to shop. Whether in-store, online or on the go with our mobile apps, shopping your way is easier (and better) than ever!

Key facts:

Nordstrom Rack

• Ongoing catalog of brands you love at amazing prices
• New arrivals are added every week, so check back often!
• Easy to search and shop all your favorite styles

HauteLook

• Exclusive, limited-time sale events at incredible prices up to 75% off
• New events start every day at 8AM Pacific
• Limited inventory, so shopping early is key to scoring the best finds

• How do I shop nordstromrack.com and HauteLook?

  We’ve created a dual-tab shopping experience to give you the best of nordstromrack.com and HauteLook. Simply register on either site to shop both stores with one shared account, cart, and checkout. If you already have a HauteLook account, there’s no need to create another for Nordstrom Rack. We’ve already linked your account to both stores, so you can start shopping right away. If you prefer not to create an account, you can make purchases using the guest checkout option available on both sites. You can also shop on the go with our mobile apps. Click here to download our app for iPhone and iPad, or click here to download our Android app to your mobile device.
• How do I shop limited-time sale events?

  You can shop certain limited time flash events at nordstromrack.com, or you can head directly to HauteLook by clicking the tab at the top of the page. There, you can shop all the limited-time sale events that are currently live. Don’t forget—new events start at 8AM Pacific every day.
• Is the merchandise at nordstromrack.com the same as in Nordstrom Rack stores?

  While the brands and styles offered online are similar to the items found in Nordstrom Rack stores, inventory moves fast and may not mirror exactly what you find in store. Whether shopping online or in-store, you’ll always find something new.
• What is the difference between the merchandise offered at nordstromrack.com and HauteLook?

  While you’ll find complementary brands at nordstromrack.com and HauteLook, each online store offers something different and exciting. At nordstromrack.com, you’ll discover a deeper inventory of the latest women’s, men’s and kids’ styles. HauteLook’s flash sale events give you limited-time access to the best names in women’s and men’s fashion and accessories, as well as beauty, kids’ apparel and toys, and home decor. Inventory is limited and savings can be steep, so shop early and often!
• What does Comparable Value mean?

  This Comparable Value and corresponding percentage are based on what the item, or a similar item, was originally offered for at department stores and boutiques, which may have been reported to us by the manufacturer. Prices vary, but we think you’ll love ours. Please see our FAQs for more information.
• Why can I no longer shop Nordstrom Rack merchandise at Nordstrom.com?

  To streamline your shopping experience and make saving much more convenient, we moved all Nordstrom Rack inventory from Nordstrom.com to our new online store. This way, you can find all the brands you love at the prices you want in one easy-to-shop destination.
• Does Nordstrom Rack offer alterations and tailoring services?

  Select Nordstrom Rack stores offer alterations and tailoring services for both in-store and online purchases, including HauteLook items. Simply bring your item(s) and receipt or packing slip to a select store, and we'll gladly help you get the right fit. For pricing information, please contact your local Nordstrom Rack store.
• Where can I learn about product recalls?

  Nordstrom maintains a list of products sold at Nordstrom or affiliated entities that have been recently recalled. To see the list, please click here.
• What mobile apps are available?

  You can download the Nordstrom Rack and HauteLook apps for iPhone, iPad, and Android. Click here to download our app for iPhone and iPad, or click here to download our Android app to your mobile device.
• Where can I find information about my Cyber Spend and Get promotion?

  If you purchased items during “Cyber Week” (from November 27, 2019 to December 2, 2019), please visit our Spend and Get FAQ page.

ORDERS

• How do I check my order status?

  If you’re registered on nordstromrack.com, simply log in and visit the Account page to see when your order was placed, the date your order shipped from our warehouse, and other key steps in the process. If you used the guest checkout option, you may enter your order number and billing zip code in the form provided on the order status page. If you have any additional questions regarding your shipment, contact Customer Care at 1-888-966-6283, and one of our representatives will be happy to help.
• Can I call to place my order?

  No. At this time we aren’t able to process orders over the phone. However, if you are having trouble placing your order, please call Customer Care at 1-888-966-6283, and one of our representatives will be happy to assist you.
• Can I cancel or modify my order?

  If you ordered with standard shipping, you can cancel an order within 2 hours from the time it was placed. If you’re registered on nordstromrack.com, simply visit your Returns page and select "Changed my mind" on the order you wish to cancel. You can also Chat Now and one of our representatives will be happy to assist you. If you purchased using guest checkout, contact Customer Care at 1-888-966-6283 within the same 2-hour window, and one of our representatives will be happy to help.

  For all shipping methods we are unable to modify items, payment methods, or shipping methods after an order has been placed.

  Please note: Not all items are available for cancellation.

• What payment types are accepted?

  We accept Visa, MasterCard, American Express, and Discover cards issued within Canada and the United States, PayPal, Nordstrom Visa®, Nordstrom Card, Nordstrom, Nordstrom Rack and HauteLook Gift Cards, Nordstrom Notes, and account credits.
• Can I add different forms of payment to an order?

  No. We are currently unable to accept multiple credit cards for a single transaction. You can, however, apply account credit, Nordstrom, Nordstrom Rack and HauteLook Gift Cards, or Nordstrom Notes to your purchase, and pay the remaining balance with a credit card or PayPal.
• Where can I purchase a Gift Card?

  You can purchase Nordstrom Gift Cards and e-Gift Cards at Nordstrom.com. Nordstrom Gift Cards and e-Gift Cards do not expire, have no fees and are redeemable online and in stores at Nordstrom and Nordstrom Rack, as well as at HauteLook.com.
• Do you charge sales tax?

  As a Nordstrom company, we are considered a part of the physical presence of any Nordstrom store or shipping facility. We are thereby required by state law to collect sales tax on any order shipped to your state. If you have any further questions or concerns, please contact your state Department of Revenue. You may also visit: http://statelaws.findlaw.com/tax-laws/

  STATE & LOCAL SALES TAXES

  The terms contained herein are subject to change as the taxation of online transactions is continually evolving. We strive to comply with state and local tax laws as they exist currently and continue to monitor and update its taxation policies as those laws change.

  States Where Nordstrom Rack and HauteLook Collect Sales Taxes

  Orders shipped to AK*, AL, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, PA, PR, RI, SC, TN, TX, UT, VA, VT, WA or WI will have all applicable local and state sales taxes added to your total order, and to your shipping charges, where appropriate.

  Sales Tax Collection in Alaska

  As cities within Alaska update their sales tax laws and ordinances to adopt the Remote Sales Tax Code established by the Alaska remote Seller Sales Tax Commission, Nordstrom, as a remote seller, may be required to collect sales tax on transactions with destination addresses within these cities. Please visit the Alaska Remote Seller Sales Tax Commission website for more information and to learn about which cities in Alaska are participating.

  States Where Nordstrom Rack and HauteLook Do Not Collect Sales Taxes

  We do not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase may be subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. You may have a tax obligation in states where Nordstrom Rack and HauteLook do not collect sales tax. Details of how to report these taxes may be found at the websites of your respective tax authorities.

• I have a promo code. How do I use it?

  During checkout, you will see the "Add HauteLook Gift Card/Discount Code" field. Enter your code and click "Apply".
• Can I use multiple promo codes?

  No. Only one promo code is permitted per transaction. You cannot combine promo codes with other offers.
• Do you offer price adjustments?

  We do not make price adjustments on previous purchases. At Nordstrom Rack, we believe in our prices – so you can be sure you’re getting real savings on great brands every day.

  Please note: If you find a lower price at a competitor for an identical item before making your purchase, we will match that price. We are unable to match prices from auction sites and outlet stores or their websites, or other retailers’ discount promotions, shipping offers and gift card offers.

• I made an online purchase in-store. Can you adjust my order?

  We are currently unable to process any changes to online e-Receipt orders that were purchased in store. Please contact the store for further assistance.
• If I used a Gift Card and cancel my order how will I be refunded?

  You will be mailed a new Gift Card in the amount of the transaction. At this time, we are unable to add funds to existing Gift Cards.
• How long will it take to receive my Gift Card refund?

  It only takes 1-3 business days to receive your Gift Card refund once your return or cancellation has been completed.
• How do I cancel if Customer Care is closed?

  If you are registered on nordstromrack.com and wish to cancel an order during non-business hours, please visit Shipping & Returns. Note: Cancellations can only be made within 2 hours after the order is placed. Unfortunately, we are currently unable to cancel orders placed using guest checkout during non-business hours. We apologize for any inconvenience.

• Can nordstromrack.com search Nordstrom Rack store inventory?

  No. At this time nordstromrack.com is unable to search in-store inventory.
• Can I use Apple Pay to make a purchase?

  Yes! You can make a purchase with Apple Pay if you are using a supported device and a supported browser, have activated Apple Pay, and have at least one credit card stored in your Apple Wallet. An Apple device with TouchID or FaceID is required. If you are using a web browser to shop with us, Apple Pay requires the use of the Safari web browser. Please note that Apple Pay does not support promo codes at this time.

  Need help using Apple Pay? See the links below for more information:

  • Adding a credit card to your Apple Wallet
  • Using Apple Pay in the app
  • Using Apple Pay from the Safari browser

SHIPPING

Here’s the quick scoop:

• Free shipping on orders over $100 before tax; items over 5lbs excluded
• $5.95 shipping rate for Jewelry and Beauty orders under $100
• $7.95 shipping rate for all other orders under $100
• $15 for two-business day shipping
• $25 for next business day shipping

Please note: Free shipping is applied to domestic orders over $100 before tax. Items over 5lbs are excluded. For Jewelry and Beauty orders under $100, the shipping rate is $5.95. For orders under $100 in all other categories, the shipping cost is $7.95. Orders including Jewelry and Beauty items as well as items in other categories, including Watches and Accessories, will be subject to the $7.95 shipping rate. Incremental charges may apply for additional weight and size. International orders are excluded from shipping rates listed above. Valid on purchases made at nordstromrack.com only.

For full details, visit our Shipping & Returns page.

• Do HauteLook items count towards the free shipping over $100 offer?

  Yes! Our free shipping offer applies to both nordstromrack.com and HauteLook items.
• Does the free shipping over $100 offer apply to purchases made in store?

  Due to our varied shipping processes, the free shipping offer is only valid online at nordstromrack.com and does not apply to in-store purchases.
• How long does it take to receive my order?

  Nordstrom Rack: With standard shipping, everything from nordstromrack.com, including items from limited-time sale events powered by HauteLook, leaves shipping center within 1-3 days.

  HauteLook: Shipping times vary depending on the item’s original location and delivery process. Here’s the breakdown on the different HauteLook shipping timelines:

  • Leaves shipping center within 1-3 days: Items within this shipping timeline will ship directly from HauteLook and will leave the shipping center within 1-3 days.
  • Ships in 2-3 weeks: Items from some events are shipped from the brand to HauteLook after the event ends. Once your items arrive, HauteLook will package them and ship them off to you.
  • Ships in 2-4 weeks: Items from some events ship directly from the brand. As shipment times vary for each brand, please expect your order to ship in 2-4 weeks. Note: Some Home items may ship in 4-6 weeks.
  • Expedited shipping services: Please note: Orders sent to certain locations, including Alaska and Hawaii, may require additional transit time.
• Can I pick up my order at my Nordstrom Rack store?

  No. In-store pickup is not available at this time.
• Can I combine shipping for both my in-store and online purchases?

  No. If you made both in-store and online purchases, shipping fees will be applied to each order and cannot be combined.
• Where can I get my items delivered?

  We deliver to addresses in the US and Canada. We do not ship to APO/FPO/PO box addresses. Please note that not all items qualify for international shipping. Visit the Shipping & Returns page for more information.
• What is the international surcharge?

  For Canadian orders, a 18% international surcharge will apply, which covers all GST/HST and duty fees. You will see the total surcharge during checkout.

RETURNS

Please note, we are experiencing delays in returns processing and return credits may take longer than usual to be issued. For immediate answers, see our COVID-19 FAQs.

Not in love with your purchase? We’ll gladly take eligible items back within 45 days from the original ship date. Just be sure you have not worn or altered it. The price tag must also be attached to the item, and you’ll need to present the receipt or invoice. Eligible returns will be credited to your original form of tender, or to a Gift Card (Gift Cards cannot be redeemed for cash unless required by law). Once you return an item, it will not be available for immediate repurchase. You can return items by mail, or at any U.S. Nordstrom Rack store. Visit our Shipping & Returns page for more details.

Please note, we reserve the right to refuse or limit quantities to anyone we believe may be purchasing items for resale. Sales to anyone management believes to be a reseller or bulk purchaser are final, and no exchanges or returns will be granted.

Our return philosophy is to be fair and reasonable with our customers, and we hope that our customers are fair and reasonable with us as well. In rare instances, we feel a customer isn't being fair with us, either by regularly abusing our approach to refunds, or by having an unusually high rate of returns. These situations may ultimately end with the decision that we can no longer serve those customers.

• How do I return items purchased online?

  1. If you have an account with nordstromrack.com, check your invoice, email confirmation or Orders page to see if your item qualifies for a return. If you made your purchase using guest checkout, check your order confirmation email to see if your item qualifies for a return. Nordstrom Rack stores in Canada are unable to accept returns for items purchased online at nordstromrack.com or hautelook.com.
  2. Choose your preferred return method:

  • Return to a Nordstrom Rack Store: Simply take your invoice and item(s) with you. To find your nearest location, visit the Store Locator.
  • Return by Mail: If you have an account with HauteLook and wish to make a return by mail, visit the Returns page to log into your account to get started. We’ll provide you with a label and further instructions.
  • Return by Mail for Guests: If you used guest checkout and wish to make a return by mail, please visit this page and follow the instructions provided. If your guest order was shipped outside of the US, you must call Customer Service at 1.888.547.8438 to initiate your return. Please note, you will need your order ID and billing zip code to complete your return.
• Can I return my purchase to a Nordstrom store?

  No. We accept returns at Nordstrom Rack stores only. Please note: gift items returned to a Nordstrom Rack store will be refunded to a Nordstrom Gift Card or to the original form of payment.
• Can I return a gift purchased online from Nordstrom Rack or HauteLook?

  Yes. Gift recipients may return eligible gift items to a Nordstrom Rack store. In-store gift refunds will be issued as a Nordstrom Gift Card, redeemable online and in-store at Nordstrom and Nordstrom Rack, and on HauteLook.com.
• Can I make exchanges?

  Sorry, we do not provide an exchange option at this time.
• How long do I have to make a return?

  You have 45 days from the original ship date to return eligible items.
• How does my return get processed?

  • Returns to Nordstrom Rack stores are processed, and you’ll receive credit back to your original form of payment.
  • Returns by mail to nordstromrack.com using our return label take 7-10 business days to receive and 1-5 additional days to process through our Returns Center. Returns without our return label can take longer to process.
• Do I have to pay for return shipping?

  You’ll be charged for return shipping only if you return by mail. Returns to Nordstrom Rack stores are always free. The return shipping fee for mail-in returns is $5.95 for the US and $10.95 for Canada. We’ll automatically deduct the fee from your refund.
• Does nordstromrack.com have late-return fees?

  Returns received after the 45-day return period are accepted at our discretion. If a late return is accepted, partial refunds are applied to both mail-in and in-store returns received after 45 days from the original ship date. Accepted late returns will be subject to a partial refund of 50% of their original sale prices. For customers registered on nordstromrack.com and HauteLook, this will appear on your Orders page as ’late-return fee’.
• If I used a Nordstrom Note to make my purchase, how will I be refunded?

  You will be mailed a Gift Card for the Note balance.
• How long will it take to receive my Gift Card refund?

  It only takes 1-3 business days to receive your Gift Card refund, once your return or cancellation has been completed.
• If I paid with a card and a Gift Card, how will I receive my refund?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled, your funds will first go to the credit or debit card used.
• If I return to a Nordstrom Rack store will I be sent a Gift Card?

  No. Gift Cards will be issued by the Nordstrom Rack store immediately after the return is completed.
• How do I cancel if Customer Care is closed?

  If you are registered on nordstromrack.com and wish to cancel an order during non-business hours, please visit Shipping & Returns. Note: Cancellations can only be made within 2 hours after the order is placed. Unfortunately, we are currently unable to cancel orders placed using guest checkout during non-business hours. We apologize for any inconvenience.

ACCOUNT

• Why create an account for nordstromrack.com?

  Creating an account makes the shopping and checkout process easier and faster. Once you sign up, you’ll get instant access to shop nordstromrack.com and HauteLook. You can also reserve items in your cart for a duration of time, and you’ll be the first to know about new arrivals, special offers, and so much more!
• Is there a time limit for items added to my cart?

  Yes. You can reserve items in your cart for up to 30 minutes at nordstromrack.com. Items added to your cart from HauteLook sale events will be reserved for up to 15 minutes. This gives everyone a fair chance to score exclusive steals on everything they love.
• What does it mean when an item is on hold?

  All merchandise has a set amount of inventory. An item is placed "on hold" when the last available piece is in another shopper’s cart, but has not yet been purchased.
• How do I change my password?

  1. Go to your Account page
  2. Click on the "Profile" tab
  3. Enter both your current and new passwords, confirm, and click "Update My Password"
• I forgot my password. What do I do?

  Don’t sweat it. Just follow these steps:

  1. Click "Sign In" at the top of the page
  2. Select "Forget Password?"
  3. Enter your email address, and we’ll send you a link to reset your password
• How do I add or update my shipping address, billing address, or payment method?

  Click here to add or update your shipping address, billing address, or payment methods.
• Can I add multiple shipping addresses?

  Yes! Here’s how:

  1. Go to your Account page
  2. Click on the "Shipping & Payment" tab
  3. Select "Add Shipping Address" and enter the new address. Please note: This will not affect orders that have already been placed.
• What if I already have a HauteLook account?

  Good news! You don’t need to sign up for a Nordstrom Rack account. You can use your existing HauteLook account to shop nordstromrack.com. If you prefer not to create an account at all, you can also use guest checkout to make purchases from both nordstromrack.com and HauteLook.
• What if I already have a Nordstrom.com or Nordstrom Rack Alerts app account?

  Your nordstromrack.com account is separate, so even if you have a Nordstrom.com account or signed up using the Nordstrom Rack Alerts app, you will need to create another account for nordstromrack.com.
• How do I sign up for email notifications?

  If you already have an account:

  1. Visit the Email Preference Center
  2. Click "Receive Emails" and select "Save Changes" to get on the list

  If you don’t have an account:

  1. Enter your email address at the bottom of the page
  2. Click "Sign Up" to start receiving exclusive offers, promotions and more.
• How can I update my email preferences?

  Visit the Email Preference Center or click "Manage My Communication Preferences" at the bottom of our emails.

REWARDS

For more information about The Nordy Club rewards program, click here.

GIFT CARDS

• How do I purchase a Gift Card online?

  To purchase Nordstrom Rack or HauteLook Gift Cards, click here. Nordstrom Rack and HauteLook Gift Cards are redeemable in stores and online at Nordstrom, Nordstrom Rack, and HauteLook. You can also purchase Nordstrom Gift Cards at Nordstrom.com. Nordstrom Gift Cards are redeemable at HauteLook and nordstromrack.com, as well as at Nordstrom.com, and in Nordstrom and Nordstrom Rack stores.
• Can I use Nordstrom Gift Cards or Nordstrom Notes to make a purchase?

  Yes! Nordstrom Gift Cards and Nordstrom Notes are redeemable online and in-store at Nordstrom, Nordstrom Rack, and HauteLook.
• If I used a Gift Card and cancel my order, how will I be refunded?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled, your funds will first go to the credit or debit card used.
• How long will it take to receive my Gift Card refund?

  It only takes 1-3 business days to receive your Gift Card refund, once your return or cancellation has been completed.
• If I paid with a card and Gift Card, how will I receive my refund?

  If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled your funds will first go to the card used.
• Where can I get more information around the Gift Card giving policy?

  Please click here to find information around our Gift Card giving policy.
• Can I use a Gift Card or an eGift Card I purchased in the U.S. (or in U.S. dollars) in Canada?

  No, U.S. Gift Cards generally cannot be used in Nordstrom stores in Canada.
• Can I use a Gift Card or eGift Card I purchased in Canada (or in Canadian dollars) in the U.S.?

  Canadian Gift Cards generally cannot be used in Nordstrom or Nordstrom Rack stores in the U.S. Additionally, Canadian Gift Cards cannot be used online at Nordstrom.com, nordstromrack.com, or HauteLook.
• I live in Canada. Can I purchase a Gift Card or an eGift Card on Nordstrom.com?

  Canadian customers can only purchase traditional Gift Cards in Nordstrom stores in Canada. You may be able to purchase an eGift Card denominated in U.S. dollars on Nordstrom.com, which is redeemable in Nordstrom and Nordstrom Rack stores in the U.S., and online at Nordstrom.com, nordstromrack.com, and HauteLook.

STORES

• How can I find a Nordstrom Rack store near me?

  Easy! Simply use the Store Locator to find locations near you.
• How do I contact a Nordstrom Rack store?

  You can find the direct number to any Nordstrom Rack store when you search for the location using the Store Locator .
• What if I have a question about my in-store purchase?

  Please contact the store directly. You can use the Store Locator to find the number.
• How do I find a specific product in a Nordstrom Rack store near me?

  Call the store directly to help you find what you’re searching for. You can use the Store Locator to find the direct number. Please note that inventory varies online and in-store, and from location to location.
• Can nordstromrack.com search Nordstrom Rack store inventory?

  No. At this time nordstromrack.com is unable to search in-store inventory.