Customer Service

General Info
Nordy Club Program Updates
Account Updates As of May 2021
Ordering
Payments & Taxes
Billing & Charges
Shipping
Returns
Coupons, Promotions & Sales

What is Nordstrom Rack?
Nordstrom Rack is part of Nordstrom, Inc., and we've been serving up sweet deals to customers since 1973. We’re your destination for brands you love up to 70% off. It's easy to shop your way: in store, online and through the Nordstrom Rack app. There's always something new to discover, so check back often!

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 does Comparable Value mean?
This comparable value and corresponding percentage are based on what the item, or similar item, was originally offered for by Nordstrom or elsewhere in the market, which may have been reported to us by the manufacturer.

What are Flash Events?
Our Flash Events are unique curated collections of items, which may be limited in quantities. When the event is over the items may no longer be available or, if available, may be returned to our regular locations on our site at the same low price.

Does Nordstrom Rack offer alterations and tailoring services?
Select Nordstrom Rack stores offer alterations and tailoring services for both in-store and online purchases. 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.

Do you offer price matching or adjustments?
At Nordstrom Rack stores and nordstromrack.com, we work hard to offer competitive prices on everything we sell. With this effort in mind, we do not price match or make adjustments, as our prices change often to ensure the best possible value, every day.

How do you address pricing errors?
We work hard to ensure the accuracy of pricing. Despite our efforts, pricing errors may still occur. If an item's price is higher than the price displayed, we will cancel your order of that item and notify you of the cancellation.

Where can I find a Nordstrom Rack store near me?
Simply use our Store Locator to find locations near you. If you have any questions regarding an in-store purchase, please contact that store directly.

Can nordstromrack.com search Nordstrom Rack store inventory?
No. At this time nordstromrack.com is unable to search in-store inventory.

How do I sign up for email notifications?
Want to start receiving exclusive offers, promotions and more? Sign up here. 

You can also sign up by:
Creating an account on nordstromrack.com.
Choosing to receive an e-receipt from an in-store transaction.

If you already have an account but aren't receiving emails:
Visit the Email Preference Center.
Click "Receive Emails" and select "Save Changes" to get on the list. 

Or, enter your email address where it says "Get E-mail Updates" near the bottom of any page and 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.

Where can I purchase a digital gift card or physical gift card?
Right here. Nordstrom Rack gift cards and digital gift cards don't expire, have no fees and are redeemable in stores and online at Nordstrom Rack and Nordstrom.

What happened to HauteLook?
In 2021, Nordstrom closed the HauteLook brand. All of the brands and events previously hosted by HauteLook are now available on nordstromrack.com and the Nordstrom Rack app.  Please visit our HauteLook FAQ page for more information.

How can I contact Nordstrom Rack?
Due to high call volume, you may experience longer wait times to contact Customer Care.

Nordy Club benefit changes are now at Nordstrom Rack. Enjoy credit cardmember perks, exclusive discounts and more. Learn more about becoming a Nordy Club member or credit cardmember.

Separate Nordstrom Rack and Nordstrom accounts that use the same email address will soon be combined into a single account. Your credentials, name, contact information, payment methods, shipping addresses and Nordy Club account will all be available under one account.

What happens if I only have a Nordstrom Rack account?
If you only have an account on either nordstromrack.com or nordstrom.com, you will now be able to sign in to the other site using your existing credentials. Changes made to your account will apply to both sites, making it easier to manage your shopping experience.

What happens if I have an account on Nordstrom Rack and Nordstrom and I use the same email address on both?
If you have accounts on both nordstromrack.com and nordstrom.com using the same email address to sign in, the account you use less often will be merged with your other account, and the remaining account will be ready to use across both sites. You should receive an email from us informing you of the sign-in you'll be using. You can use your account on both sites, making it easier than ever to manage your shopping experience. Plus, if you're a member of The Nordy Club, your in-store and online purchase information will show up under your purchase history.

What happens if I have an account on Nordstrom Rack and Nordstrom but I use different email addresses for each one?
If you have accounts on both nordstromrack.com and nordstrom.com with separate email addresses as your sign-in, you will continue to sign in to each site as usual using the email address you've provided for each one.

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How can I track my order?

• We will email you as items in your order ship, or if there are updates on the status of your order.
• If you have a nordstromrack.com profile, sign in to your account. You'll see which purchases are on the way and see your shipment tracking updates.
• If you don't have an account, find your order number, then go to order information and enter it.

Can I call to place my order?
Yes, 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.

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What methods of payment can I use?
Nordstrom Rack accepts the following:

• Credit cards: Nordstrom Visa®, Nordstrom credit card, Visa, MasterCard, JCB, American Express and Discover Network.
• Nordstrom Rack & Nordstrom gift cards: To use online, enter the gift card number, along with the access code, in the payment section in Checkout.
• Nordstrom Notes: To use online, enter your Note number and access code in the payment section when you check out. Nordstrom Notes can also be redeemed online by calling 1.888.966.6283, or at any Nordstrom Rack or Nordstrom store. If you have a remaining value on your Nordstrom Note, please keep it to apply toward future purchases.
•  Afterpay, Apple Pay® and PayPal

At this time, we cannot accept, cash, CODs, checks, money orders or gift certificates for online purchases. If you have any questions, please call us at 1.888.966.6283.

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 Nordstrom Rack gift cards, Nordstrom gift cards and/or Nordstrom Notes to your purchase and pay the remaining balance with a credit card or PayPal.

Do you accept contactless payment?
Yes! We accept contactless payment at all our Nordstrom Rack and Nordstrom stores in the U.S. It's safe and easy. Just hold your tap-to-pay card or mobile device over the card-reader screen to initiate payment.

We accept only the following contactless payments:

• Contactless credit and debit cards printed with an EMV contactless symbol.
• Mobile-device digital wallets.

Please note: Nordstrom credit and debit cards can only be added to Apple Pay® and Google Pay™ digital wallets.

• Nordstrom card QR code shopping pass.

Will you charge sales tax on my order?
It depends where your order is being shipped. For specifics, see more info about sales tax.

How do I use my Nordstrom Rack Gift Card?
Nordstrom Rack physical and digital gift cards don't expire, have no fees and are redeemable in stores and online at Nordstrom Rack and Nordstrom. Just present your gift card to any salesperson at the time of purchase. If you are purchasing online, your gift card must have an access code. Gift cards may not be returned, applied as payment on any account or redeemed for cash, except where required by law. If lost, stolen or damaged, gift cards can be replaced for the remaining value with satisfactory proof of purchase.

To use a physical or digital gift card online, enter the card number and access code during Checkout. To use a digital gift card in stores, you can display the digital gift card on your mobile device to scan it or you can print out the card and bring it to any Nordstrom Rack or Nordstrom store to scan at the time of purchase. See more info about gift cards. It is important to keep your gift card in case of refunds. Generally, refunds will be credited to your original form of payment, including gift cards with a $0 balance.

How do I check my gift card balance?
To verify the remaining balance, call 1.877.283.4045, inquire at any store register or check online. Note that any gift card funds authorized for an order pending shipment will not be visible during these balance checks. It is important to keep your gift card in case of cancellations. Generally, refunds will be credited to your original form of payment, including gift cards and Nordstrom Notes with a $0 balance.

How do I check my Gift Card balance?
To verify the remaining balance, call 1.877.283.4045, inquire at any store register or check online. Note that any Gift Card funds authorized for an order pending shipment will not be visible during these balance checks. It is important to keep your Gift Card in case of cancellations. Generally, refunds will be credited to your original form of payment, including Gift Cards and Notes with a $0 balance.

What is Afterpay?
Afterpay is a service that allows you to make purchases now and pay for them in four interest-free payments.

Where and how do I use Afterpay?
It can be used for purchases made at Nordstrom Rack and Nordstrom stores, Nordstromrack.com, Nordstrom.com, and the Nordstrom Rack and Nordstrom apps. 

When shopping online, choose Afterpay as your payment method at Checkout. First-time customers will need to register with Afterpay and provide payment details; returning customers simply log in to make their purchase. For in-store shopping, add your Afterpay card to Apple Wallet® to use when you check out.

Please note that all items in your shopping bag must be eligible to use Afterpay. A minimum purchase amount may apply, and you must meet additional eligibility requirements to qualify.

Can I use Afterpay for international orders?
No. Afterpay is only offered to customers with a U.S. billing address; shipping address; credit card, debit card or bank account; and mobile phone number. Customers with international billing addresses, shipping addresses and/or phone numbers can't set up an account with Afterpay.

How does the Afterpay payment schedule work?
Customers make their first payment at the time of purchase, and the remaining three payments are deducted every two weeks using your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

Is there a limit to how much I can spend on a single transaction with Afterpay?
Yes. Transaction value limits apply to purchases made at Nordstrom Rack, Nordstrom, Nordstromrack.com, Nordstrom.com, and the Nordstrom Rack and Nordstrom apps.

What products aren't eligible for purchase using Afterpay?
Afterpay can't be used to purchase Gift Cards. If you're buying Gift Cards along with Afterpay-eligible products, you'll need to place two separate orders.

When will my items be delivered if I use Afterpay?
Afterpay purchases are delivered within our usual timeframe. Learn more about shipping.

How do I return items purchased using Afterpay?
Eligible items can be returned in stores or by mail. Learn more about returns. Afterpay will be notified and will process the appropriate refunds. Please do not return your purchase to Afterpay.

How would a partial refund affect my Afterpay payments?
Afterpay will be notified once your refund is processed. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.

What if I can't pay an Afterpay installment?
If funds aren't available or you don't make your payment when it's due, late fees may apply. View all terms.

How can I learn more about Afterpay?
Visit afterpay.com, or read the Terms of Service, Installment Agreement and Privacy Policy.

If you have any questions about your Afterpay account, please contact Afterpay directly.

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What is a credit card authorization?
Once your order is placed, an authorization (pending charge/hold) for the full purchase amount will be applied to your credit card. Depending on your financial institution, this pre-authorization usually expires and is automatically refreshed every 7 days until your order ships.

What is a Gift Card or Nordstrom Note authorization?
Once your order is placed, an authorization (pending charge) for the gift card/Nordstrom Note-related purchase amount will be applied to your gift card(s) and/or Nordstrom Note(s). This authorization will remain on your gift card(s) and Nordstrom Note(s) until the items ship, at which time the funds will be redeemed. While the authorization is applied to your gift card(s) and Nordstrom Note(s), the authorized funds will neither be visible to you nor available for use on any other purchase. If your order is canceled for any reason, the authorization will be removed and the funds will once again become available to use on the original gift card(s) and/or Nordstrom Note(s).

It is important to keep your gift card, as the funds will become available on the original gift card(s) in case of cancellations.

When will my credit card be charged?
Your credit card will be charged for the cost of each item as it ships. You may see multiple credit card charges if you have an order that contains multiple items that are shipped at different times.

When will the funds from my gift card or Nordstrom Note be redeemed?
Gift card and Nordstrom Note funds will be redeemed for the cost of each item as it ships. You may see multiple redemptions if you have an order that contains multiple items that are shipped at different times. After all shipments are complete, any remaining funds will be visible when you check your balance.

How and when will I receive my refund?
All refunds will be credited to your original form of payment or a Nordstrom gift card (gift cards cannot be redeemed for cash unless required by law).

If you return an eligible item to a Nordstrom Rack or Nordstrom store, the refunded amount will be applied to your original form of payment. If you've paid with a credit card, depending on your financial institution, you may see that refund within 3–5 business days.

If you return an item to us by U.S. mail, we usually receive it within 8-12 business days. Once the item is received, we will process your refund. Depending on your financial institution, you may see that refund on your credit card within 3–5 business days.

• If you're returning a gift, your refund will be issued as a Nordstrom gift card, redeemable online and in store at Nordstrom and Nordstrom Rack.
• If you paid by gift card(s), it is important to keep your original gift card (even with a $0 balance) as, generally, refunds or returns will be credited to your original gift card(s). If you also paid with a Nordstrom Note, we'll credit it back to your account within 72 hours. If you have questions, contact customer care at 1.888.966.6283.
• If you paid with a credit or debit card and a Nordstrom Rack or Nordstrom gift card, you will receive the refund in the original form of payment used to purchase the items if all items are returned or canceled. If the order is partially returned or canceled, your funds will first go to the credit or debit card used.
• If you return an item to a Nordstrom Rack or Nordstrom store and a gift card is being issued as your refund, you will receive that gift card in store.
• If a purchase was made using PayPal, and you returned the item by mail, your refund will be credited to the same PayPal account. If a purchase was made using PayPal and another form of payment (e.g., a Nordstrom Note, Nordstrom gift card or credit or debit card), your refund will be credited to the form(s) of payment in the amount charged to each form of payment. When purchasing with PayPal and returning in store, you will receive your refund in the form of a Nordstrom gift card.
  

Can I cancel an order?
You can request to cancel your order within a short time period after placing your order. To cancel your order, sign in to your account, find the order in your purchases, click "Details" and then click "Cancel Order" to start the request process. If the "Cancel Order" button is disabled, the window to cancel has passed, and your order is not eligible for cancellation. We're unable to cancel an order beyond this time period.

Your payment method will not be charged if we are able to cancel your order. Any gift card or Nordstrom Note amounts authorized for your order would similarly be made available to you if we are able to cancel your order. If we're unable to cancel your order, your payment method will be charged, your gift cards and Nordstrom Notes redeemed, and your items will be shipped to you. We always have free returns by mail and in store.
sign into your account

It is important to keep your gift card as the funds will become available on the original gift card(s) in case of cancellations.

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Can I buy online and pick up at my Nordstrom Rack store?
Yes, Nordstrom Rack offers free same-day pickup for online orders. Limited to merchandise available in selected store. Please see our Shipping & Returns page for more information.

Where do you ship to?
We currently ship to U.S. addresses, PO Boxes and Nordstrom Rack and Nordstrom stores. We no longer offer shipping options for addresses outside of the U.S., including Canada.

How long does it take to receive my order?
Estimated delivery dates will be noted on the product's page and at checkout.

How much will it cost to ship my order?
We offer multiple shipping options, which vary in cost. See shipping prices.

Can I ship my order to my Nordstrom Rack store for pickup?
You can ship select orders to Nordstrom Rack, Nordstrom or Nordstrom Local stores in the U.S. (some item exclusions apply). If ship to store is available for your order, the option will appear at checkout. Please see our Shipping & Returns page for more information.

Where can I get my items delivered?
We currently deliver to addresses in the U.S. only. Visit our Shipping & Returns page for more information.

Can I return my purchase if I don't like it?
Yes. For more information, see our Returns policy.

What do I do if I didn't receive a shipment?
If you're missing items or shipments within 30 days of the ship date, visit your account to report an order issue or contact us for help.
Visit Your Account
Contact Us

For more information about shipping, please visit our Shipping & Returns page. 

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You can initiate returns for eligible online and in-store orders from your nordstromrack.com account or by using the Guest Returns page if your purchase history is unavailable.

What is the return policy?

You can return Rack purchases by mail or in-store for a full refund to your original form of payment if the items are:

• Returned within the designated return period (see below).
• Returned in their original packaging.
• Not final sale items.
• Not worn, altered or damaged.

Please remember to pair the correct item with the correct package and label. Items sent to us by mistake, using the wrong label or that do not meet our return criteria, will not be returned to you or refunded.

See below for information on returning both online and in-store items.

Online Purchases
For a full refund, return your online items within 40 days of purchase. You can return them to any Nordstrom or Nordstrom Rack store for free.

For returns by mail, we’ll email you a pre-paid shipping label or a QR code to print a label at an eligible carrier location. You can start a return for eligible online orders in your NordstromRack.com account or by using the Guest Returns page if your purchase history is unavailable. Note: a returns shipping charge of $9.95 will be deducted from your refund per pre-paid shipping label used.

Store Purchases
For a full refund, return your in-store items within 30 days of purchase. You can return them to any Nordstrom or Nordstrom Rack store for free.

For returns by mail, we’ll email you a pre-paid shipping label or a QR code to print a label at an eligible carrier location. You can start a return for eligible online orders in your NordstromRack.com account or by using the Guest Returns page if your purchase history is unavailable. Note: a returns shipping charge of $9.95 will be deducted from your refund per pre-paid shipping label used.


Late returns may be accepted at our discretion within 30-60 days from your purchase date. If your late return is accepted, you will be issued an electronic gift card equal to 50% of your purchase amount, minus the $9.95 shipping charge.

To confirm whether your item is returnable, check your invoice, email confirmation or Purchases page. To start an eligible late return, please contact us.

What items are returnable?
Apparel, footwear, home and accessories (bags, sunglasses, leather goods, jewelry and watches) may be returned unless the item is marked Final Sale or Non-Returnable. Returns or exchanges may not be made on Final Sale items.

Items must be returned in their original packaging, including hangers, hang tags, dust bags, eyewear cases, shoe boxes and gift boxes when applicable. Items must not be worn, altered or damaged.

Product safety is our utmost priority. Car seats must be returned in the original, unopened box. Car seat boxes come with unbroken seals to ensure the item is brand-new. We will not accept returns with a broken seal. Before you open a box, please make sure the car seat is the item you intended to purchase. Please contact the manufacturer directly for defective products/parts. 

Beauty items are final sale, unless otherwise specified.

Nordstrom Marketplace items sold by another seller through Nordstrom, fine jewelry and designer items purchased at Nordstrom or Nordstrom.com are not eligible to be returned to Nordstrom Rack stores.

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.

Have an account? Start Here 

Don't have an account? Start Here

How do I return items by mail?
To return your items by mail, visit our Start a Return page or start a return in your NordstromRack.com account. We’ll send you a pre-paid shipping label or a QR code to print a label at an eligible carrier location.

Mailed returns received past the return policy deadline are accepted at our discretion. Late returns that are accepted will be credited a partial refund of 50% of your original purchase to an electronic gift card. Please visit our Shipping & Returns page for full details.

How do I return items in Nordstrom Rack and Nordstrom stores?
Simply bring the item(s) you'd like to return to your nearest U.S. Nordstrom Rack store or U.S. Nordstrom store along with your receipt and original form of payment. Find a store.

Can I return a gift purchased online from Nordstrom Rack?
Yes. Gift recipients may return eligible gift items to a U.S. Nordstrom Rack store or U.S. Nordstrom store. Refunds for gifts will be issued as a Nordstrom Gift Card, redeemable online and in store at Nordstrom Rack and Nordstrom.

Can I make exchanges?
Sorry, we do not provide an exchange option at this time.

For more information about returns, please visit our Shipping & Returns page.

Effective January 12, 2023

Does Nordstrom Rack offer promotions or hold sales?
Yes! While Nordstrom Rack is known for amazing everyday deals, we do offer special promotions and sales.

How can I find out about these special promotions and sales?
Some offers are only available through our apps, push notifications or emails. Sign up for our emails and download our app and enable notifications to ensure that you don't miss out!

How do I use a promotion code?
You may qualify for a promotion that is associated with a specific code. Promotion codes can be found on the promotion or product details page. To retrieve your gift, enter the code in the promotion code field in the payment section during the Checkout process. Promotion codes are not case sensitive.
Please note, many promotions do not require a promotion code and will automatically be added to your order during the Checkout process. You can see that the promotion has been added at the bottom of the Checkout page.

Are there any restrictions for promotions?
Promotions may be limited to purchases from participating brands, a specified group of items or a minimum order price. All promotions are available for a limited time during indicated dates, and only while supply lasts. 

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