Customer Service FAQs
ORDERING & PAYMENT
HOW DO I PLACE AN ORDER?
While shopping, just select your desired item, size, quantity and click “Add to Bag”. When you are ready to check out and complete the order, select “Proceed to Checkout”. You will be required to provide shipping, billing and payment information.
You may also complete the order by calling our Customer Service at 877-350-2121.
Shortly after you’re done with the checkout, a confirmation will show up on your page with an order number. You will also receive a detailed email confirmation.
CAN I SHOP ON MY MOBILE DEVICE?
Yes, C21Stores.com is optimized to work on all mobile devices.
CAN I PURCHASE PRODUCTS ONLINE AND PICK UP AT THE STORE?
We currently do not offer this service. However, if you shop our stores you may request delivery to a local address.
HOW DO I KNOW IF MY ORDER WENT THROUGH?
Once you click submit, you will be taken to the Order Confirmation Page featuring your order number. You will then receive an order confirmation email that details your purchase and also contains the order number.
CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
There is a brief time frame during which we may be able to adjust or cancel your order between the time you placed your order and processing to our distribution center. Orders are processed at 6am the day after you order, or by 1pm for next business day orders. Please email us or call us at 877-350-2121.
CAN I CANCEL AN ORDER?
There is a short window of time during which we may be able to edit your order, but once the order has been sent to our distribution center, we are unable to edit or cancel the order. Please email us or call us at 877-350-2121.
HOW DO I CHECK MY ORDER STATUS?
You may track your order by signing into your account, clicking on My Accounts and then My Orders to review the status of your orders.
HOW DO I TRACK MY ORDER?
You will receive a Shipping Confirmation email once your order has shipped. Click on the link that is included in the email to track your package. Alternatively, you may sign into your account, click on My Account, and then Order History to see all of your orders. You can click on “view” to see more details about each order.
WHAT DO I DO IF MY PACKAGE ARRIVED WITH DAMAGED GOODS?
We apologize if your order arrived damaged. Please email us or call us at 877-350-2121 for assistance in this matter.
WHAT DO I DO IF I DID NOT RECEIVE EVERYTHING THAT I ORDERED?
If something is missing, please review the Packing List. An item may no longer be available. For further assistance, please email us or call us at 877-350-2121 and we will assist you.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
C21Stores.com proudly accepts the C21STATUS Credit Card, American Express, Visa and MasterCard. Additionally, you may pay with Century 21 Department Store Gift Cards and C21 e-gift cards.
CAN I PAY USING MULTIPLE CREDIT CARDS?
You may submit only one credit card and/or one gift card with each online order.
BILLING & TAX
WHEN WILL MY CREDIT CARD BE CHARGED?
Your credit card will be charged when your order ships. Orders are subject to verification and acceptance before shipping.
DOES C21STORES.COM CHARGE TAX?
On orders placed in New York, New Jersey, Pennsylvania, and Florida, applicable sales tax will be added. Orders placed outside of these states are tax-free!
PRICE MATCHING POLICY
If you find a lower advertised price within 14 days of your purchase IN-STORE or ONLINE, at a qualifying U.S.-based competitor for any item that Century 21 Department Store has in stock, we’ll gladly match their price. Click here for the full Price Matching Policy.
HOW MUCH DOES IT COST TO SHIP MY ORDER?
Shipping fees are calculated based upon the subtotal of the merchandise ordered. If your order is less than $75, the fee is $9.99 for standard ground shipping. If your order is $75 or more, you are entitled to free standard shipping. This threshold may change based on special promotions.
Premier C21STATUS Credit Card holders receive free shipping on select orders $50 and over and Elite on all orders—only for purchases made with C21STATUS Credit Cards: exclusions apply. See terms/conditions for details. Gift card orders that do not include merchandise ship free.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
You should receive your order 5-7 business days after it leaves our distribution center in Northern New Jersey. Vintage LXR&CO ships GROUND SERVICE ONLY, allow up to 2 weeks for delivery, signature required.
Please note that if additional items are purchased in an order along with LXR&CO, those items can only be shipped via standard ground shipping.
CAN I EXPEDITE MY ORDER?
Orders may be expedited in two ways.
Next Business Day Shipping: If you submit an order by 10am EST Monday–Friday, your order will be processed and shipped the same day, and will be delivered the next business day. We are unable to deliver on weekends or holidays. Friday expedited orders will be delivered on Mondays, or the next business day when there is a holiday.
3-Day Shipping: If you submit an order by 10am EST Monday–Friday, your order will be processed and ship the same day, and will be delivered via 3 business day shipping. We are unable to deliver on weekends or holidays.
WHAT IS THE COST OF EXPEDITING AN ORDER?
There is an additional cost of $25 for next business day shipping for orders $75 or more. If the subtotal of the order is less than $75, the fee is $34.99 for next business day shipping. Gift cards may also be expedited for a $25 fee.
There is an additional cost of $14 for 3 day shipping for orders $75 or more. If the subtotal of the order is less than $75, the fee is $23.99 for 3 day shipping. If the order subtotal is $75 or more, the cost is $14. Gift cards may be 3-day shipped for a $14 fee.
WHAT SHIPPING METHODS DO YOU USE?
We have relationships with a number of carriers, so how your package ships depends upon the address and destination. Generally we utilize UPS, but also partner with FedEx and the United States Postal Service. The carrier details and tracking number will be included in your Ship Confirmation email and also be posted in the ‘My Account’ section when you are logged into the C21Stores.com website. Please note that all orders $500 and over require signature confirmation upon delivery.
CAN I SHIP TO MULTIPLE SHIPPING ADDRESSES WITHIN ONE ORDER?
Each order can only be shipped to one address at this time. If you wish to deliver to multiple addresses, please submit a separate order for each address.
YOU CAN HAVE YOUR C21STORES.COM ORDERS SHIPPED TO YOUR INTERNATIONAL ADDRESS BY USING OUR PARTNER MYUS.COM
Century21 Department Store (C21Stores.com) has partnered with MyUS.com to offer convenient International Shipping. MyUs.com membership offers deeply discounted international shipping rates to more than 225 countries. They will provide you with a US street address, receive packages on your behalf, and then ship your order overseas. MyUs.com also helps prepare customs paperwork for your shipments.
Click on this logo to sign up for a MyUS account.
HOW IT WORKS
- Choose your MyUS.com subscription, create your account and receive your own US address.
- Use your US address provided by MyUs.com when placing your order with us.
- Once we ship your order, MyUs.com will manage the mail forwarding process to you.
Please note that some items cannot be shipped to international addresses and are not eligible for MyUS.com's services. These restrictions include such items as pressurized cans (e.g. aerosol cans) and hazardous materials (e.g. nail polish). Additional restrictions may apply to your destination; the MyUS.com website has a complete list of prohibited items for different countries.
The unauthorized reselling or distribution of Century21 Department Store (C21Stores.com) products is prohibited. Orders placed with the intention of exchanging money for product, are against Century 21 Department Store’s company policy and we have alerts in our system setup to identify such orders. C21Stores.com reserves the right to cancel any order, without prior notification to the customer. Obtaining a MyUS membership does not bypass this company policy. If you would like clarification on whether your order is considered “reselling”, please contact our Customer Service Department at 877-350-2121 Monday – Friday 9:00am-5:00pm, Eastern Standard Time.
To place an order, call 1-888-221-2551 24 hours a day, 7 days a week.
If you choose to use MyUs to forward your order outside of the continental United States, Alaska, or Hawaii, then we consider their U.S. address to be the destination for your order. Once our order safely reaches MyUs.com warehouses in the USA, they take responsibility for loss or damage to your order when shipping it internationally. We recommend that you review their insurance options for international shipments before you place your order.
HOW DO I RETURN MERCHANDISE PURCHASED ON C21STORES.COM?
Century 21 uses SmartLabel® to make your return process easy. The front of your packing slip includes a prepaid, pre-addressed return label. You can also print a label and track your return using our self-service portal here.
- Circle the item that you wish to return on the packing slip.
- Please pack your item(s) in a secure carton.
- We suggest you make a copy of both sides of the packing slip for your records.
- Affix the SmartLabel® onto your return package – no postage is required.
- Bring your package to any authorized USPS facility.
Note: The cost of Smartlabel® is $7.95 and will be deducted from your refund or credit. In the event of an even exchange, the cost will be charged to the credit card on file.
DO I HAVE TO USE SMARTLABEL?
No. You can also return items using any traceable method you wish. Please be sure your package is insured and the postage is prepaid. Once we receive your package, we’ll promptly refund the items you have indicated. Mail the package to:
E-commerce Return Center
700 Secaucus Road
Secaucus, NJ 07094
WHAT IS THE C21STORES.COM RETURN POLICY?
If you’re not satisfied with your purchase, please return the item(s) within 45 days of the shipping date for a refund. We will not process returns postmarked 45 days after the shipping date. Items must be in their original purchase condition and include the original product packaging, tickets attached, and original packing slip. Returns will not be accepted if they have been worn, altered, washed or damaged. If you decide to return one or more items purchased as part of a Buy One Get One (BOGO) or other dollar- or percentage-off promotion, a pro-rated portion of the purchase price will be returned to you unless all of the qualifying items are returned. Fine jewelry purchased online can be returned by mail to our E-commerce Return Center, or at our Downtown store location (22 Cortlandt Street); it cannot be returned to any other C21 store locations.
WHAT IS THE C21STORES.COM RETURN POLICY FOR LXR VINTAGE ITEMS?
How do I return an LXR purchase?
If you are not satisfied with an item purchased from LXR&CO made on the Century 21 website, you can return it within 7 days from the date of delivery. You will need to send an email to firstname.lastname@example.org with your return request along with a forwarded version of your Century 21 order confirmation email. LXR&CO will require the original order confirmation email in order to proceed with your return.
The orange cable attached to the product must remain intact in order for an item to be returned. If the orange cable on the item is cut, you will not be able to return the order.
What is your LXR refund policy?
If you decide to return your purchase, Century 21 will issue you a refund back onto the original credit card you used to purchase the item. There is a standard $15 return fee that is applicable on all returns that will be automatically deducted from your refund. Any orders that are returned without an approved RAN (Return Authorization Number) from one of the LXR&CO customer service representatives will be charged the $15 return fee as well as an additional 15% restocking fee.
Can I exchange my LXR product for another product?
No direct product exchange is available at this time.
When will I see my credit or refund for LXR items?
The time it takes for a refund to appear will depend on your credit card company or bank. Typically, a refund will appear on the client's billing statement around 10 business days after the date of the refund.
For returns, refunds will only be issued upon reception of the returned item at our final shipping warehouse. Please allow up to 5 business days from the time the item arrives at our warehouse for the refund to be issued.
WHAT IS THE C21STORES.COM RETURN POLICY FOR FINE JEWELRY ITEMS?
Fine jewelry purchased online can be returned by mail within 45 days of the shipping date to our E-commerce Return Center or at our Downtown NYC store location (22 Cortlandt Street); it cannot be returned to any other C21 store locations.
If returning to our Downtown store location, customers must present the original packing slip, price tags attached, merchandise in selling condition and with original packaging. An ID must also be presented when making returns.
All other fine jewelry in-store purchases cannot be returned to our E-commerce Return Center and must be returned to the location purchased.
WHAT IS THE C21STORES.COM RETURN POLICY FOR ZUO FURNITURE ITEMS?
If you are not satisfied with an item purchased from Zuo made on the Century 21 website, you can return it within 30 days from the date of delivery. You will need to send an email to email@example.com with your return request along with a forwarded version of your Century 21 order confirmation email. Zuo will require the original order confirmation email in order to proceed with your return. Zuo will send you an RMA # along with a shipping address & instructions. The RMA # expires 2 weeks from date of issue and cost of shipping to Zuo will be the responsibility of the customer. There will be a 30% restocking fee for items that are returned without their original packaging.
WHAT IS THE IN-STORE RETURN POLICY?
Merchandise in its original selling condition (not worn and in original packaging) may be returned or exchanged within 45 days of purchase date with the original receipt and tickets attached. Refunds will be issued in the original form of payment unless a store credit is requested. Valid photo identification is required—driver’s license, passport, state, military and government-issued IDs are accepted. Gift card purchases, vintage items and discounted final sale merchandise cannot be refunded or exchanged. If you decide to return one or more items purchased as part of a Buy One Get One (BOGO) or other dollar- or percentage-off promotion, a pro-rated portion of the purchase price will be returned to you unless all of the qualifying items are returned. Vintage merchandise associated with LXR&CO must be returned within 7 days; click here for details. Fine jewelry purchased online can only be returned by mail to our E-commerce Return Center (it cannot be returned to C21 store locations). Mail it to:
E-commerce Return Center
700 Secaucus Road
Secaucus, NJ 07094
CAN I RETURN MERCHANDISE THAT I BOUGHT ON C21STORES.COM TO ANY CENTURY 21 DEPARTMENT STORE LOCATION?
Merchandise purchased on C21Stores.com may be returned at any Century 21 Store, with the exception of a Pop-Up Shop, which is a temporary location. Your C21Stores.com purchases can be returned at a Century 21 Store if made within 45 days of the shipping date. You must present the original packing slip at the time of return. No exchanges are available, but you can return a C21Stores.com order in-store, then repurchase the item in-store in another size if available. All vintage merchandise purchased on C21Stores.com is not returnable to Century 21 Department Store locations. Fine jewelry purchased online can be returned by mail to our E-commerce Return Center, or at our Downtown store location (22 Cortlandt Street); it cannot be returned to any other C21 store locations.
CAN I RETURN MERCHANDISE THAT I BOUGHT AT A CENTURY 21 DEPARTMENT STORE TO C21STORES.COM?
No, please do not send merchandise purchased at a Century 21 Department Store to our E-commerce Return Center.
CAN I MAKE A RETURN IF I LOST MY ORIGINAL PACKING SLIP?
You can print a new return label on our self service portal.
HOW DO I TRACK THE STATUS OF MY RETURN?
You may track your return by logging in to your account, clicking on My Accounts, and then My Orders. You will receive an email informing you that your return has been processed. If you printed a return label using our self service portal, you can track the status here.
HOW WILL YOU REFUND ME?
Please see the chart below for how returns will be given:
Refund Mailed to the E-commerce Return Center
|Credit Card||To the original card account||To the original card account|
|Gift Card||Gift Card||Gift Card|
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Returns are typically received within two weeks from the time that you mail them. Once we receive your return in our Return Center, please allow approximately 2-10 business days for it to process.
HOW LONG WILL IT TAKE FOR MY CREDIT CARD TO POST TO MY ACCOUNT?
A credit will post to your account approximately 2-10 business days after the date we process your return. However, it may take up to two billing cycles for the credit to appear on your monthly bill.
Please contact Customer Service at 877-350-2121 or via email at firstname.lastname@example.org with any questions.